Inboxes and their purpose

Updated 3 years ago by Michael McKay

Review this article to understand each inbox, it's purpose, and who has permission to view each inbox.

Guest communication inbox

What comes into this inbox:

  • All incoming guest messages (SMS and email)
  • Voicemails, successful calls, and missed call to the guest communication number- +1 646-867-1894
  • Notifications- new guest messages from OTA's, new ID submitted, etc.

Staff who can view this inbox:

  • Virtual hosts
  • Head of guest experience
  • Office staff in each city- monitoring only when an escalate tag is added for their city

Purpose: To quickly answer all guest communication from one Front inbox.

  1. Add the "Escalate- City, State" tag if you need help with any questions for that specific city. This will automatically notify the office staff in that city.
  2. Add the "Maintenance- City, State" tag when maintenance is needed on a property that can wait at least 24 hours to be addressed. This will send a notification on Front to the maintenance coordinator for that city.
  3. Add the "Urgent maintenance- City, State" tag when maintenance is needed on a property that needs to be addressed in under 24 hours. This will notify all office staff in the city.
  4. Add the "Emergency- City, State" tag when an emergency that needs immediate attention is happening at a property or in a city. You should also start calling the emergency phone tree.
  5. Add the "Guest Feedback" tag when when a guest makes a suggestion or complaint in their message. This is not to be used for guest feedback calls. You should also address the suggestion or complaint and do your best to resolve it.
  6. Add the "Guest feedback call" tag and follow these instructions when a guest has agreed to speak on the phone to give us feedback after their stay.
  7. Add the "Cleaning complaint" tag when a guest complains about the cleanliness of an apartment. You should still address the complaint to send a cleaner asap.
  8. Add the "Update Helpdoc" tag when a Helpdoc to solve an issue in the conversation needs to be updated. Add the link to the Helpdoc in the comments.

VH Help Thread

What is discussed in this inbox:

  • This inbox is where messages received outside of Front or general questions should be discussed. E.g. questions on Guesty inquiries
  • Questions not relating to a specific property should be discussed in the "General questions" thread
  • Questions relating to a specific property should be discussed in the relevant city thread. E.g. Jersey City, NJ Properties

Staff who can view this inbox:

  • Virtual hosts
  • Head of guest experience
  • Office staff in each city- monitoring only the thread for their city

Purpose: For Virtual hosts to be able to easily ask questions to city office staff or general policy questions

  1. Signing of, signing off, and break messages should be commented in the "Shift Management" thread
  2. Questions that don't apply to a specific property should be commented in the "General questions" thread
  3. Questions that apply to a specific property or geographic area should be commented in the specific thread for that city. This should only be done if there is not a conversation in Front that can be escalated. E.g. A guest sent a question on Airbnb. You do not need to tag anyone in the city specific threads. The office staff in each city will receive a notification every time you post in their thread.

{City, State}

What comes into this inbox:

  • Incoming messages (SMS and email) from on the ground staff, such as cleaners and handymen
  • Voicemails, successful calls, and missed call to the ground staff number for that city
  • Emails that need to be answered by office staff in that city

Staff who can view this inbox:

  • Office staff in that city
  • Head of staff (companywide)

Purpose: For office staff in each city to be easily able to communicate with cleaners, handymen, etc.

  1. Add the "Staff feedback" tag when a staff member makes a suggestion or complaint in their message. This makes it easier to find all these suggestions at a later date.

OTA's

What comes into this inbox:

  • Emails from the OTA's, including bills for commissions
  • Voicemails, successful calls, and missed call to the OTA's number- +1 646-760-7548

Staff who can view this inbox:

  • Channel relationship manager and their boss

Purpose: To maintain relationships with OTA's and to keep all information from the OTA's in one place. Guest messages should never go here. If you see any guest messages here, move them to the Guest communication inbox.

Billing

What comes into this inbox:

  • Incoming bills and invoices for out tools and subsriptions
  • Channel invoices that have been approved for payment

Staff who can view this inbox:

  • Head of Billing
  • Others who are tagged by the head of billing if there are questions about a specific bill

Purpose: To review all bills and make sure they are paid on time. Questions about bills can easily be addressed with other team members through comments and tags can be added to conversations so that we know the status of all bills.

Functions:

  1. When you see the "Approved bill" tag on a conversation, it means that another team member has reviewed this bill, the amount is correct, and it should be paid
  2. Add the "Incorrect bill" tag and add relevant comments for any bills that are not correct. The Head of Billng should address the incorrect bill with the vendor.
  3. Add the "Paid bill" tag when a bill has been paid in full and archive the message
  4. If the Head of Billing has questions about any bills, he can tag relevant team member's in the comments to share the bill with them and address any concerns.

Reviews

What comes into this inbox:

  • Reviews from all OTA's

Staff who can view this inbox:

  • Head of Guest Experience
  • City managers will be tagged in the comments of specific conversations to address issues with reviews

Purpose: To monitor reviews received for all properties and address reviews with the office staff in each city. 

Functions:

  1. The "Positive review" and "Negative review" tags can be used to note positive or negative reviews you want to address with the city office staff
  2. Use the "{City, State} tag to associate a specific city with a review for easy searching later
  3. Tag city office staff in the comments to address certain reviews with them

Hiring

What comes into this inbox:

  • Incoming job applications and notifications from job websites
  • Conversationsw with potential hires

Staff who can view this inbox:

  • Anyone involvled in the hiring or screening process

Purpose: To hire efficiently by keeping candidate notes in one place. Tags are used to see which part of the process a candidate is in and the assigning feature can be used to have the next person in the hiring process take over communication with the candidate.

Functions:

  1. Use the "1st interview", "2nd itnerview", and "3rd interview" tags to note the next step for the candidate. E.g. If you have a first interview with a candidate and want to move them to the next interview, you would add the "2nd interview" tag. This will automatically remove the "1st interview" tag.
  2. When you move a candidate to the next step of the process, assign the conversation to the person responsible for the next step.
  3. Add notes on the candidate to the comments section


How did we do?


Powered by HelpDocs (opens in a new tab)