The work behind the welcome
A practical support role for the details between a confirmed reservation and a happy checkout.
Build my support plan
Choose the responsibilities that match your operation. We define the systems, approval limits, and handover expectations before an assistant starts working in your accounts.
Keep arrival dates, checkout times, occupancy notes, and approved booking changes visible in your property management system. Your assistant checks the details that get lost between platforms and flags conflicting information before the next guest arrives.
What you receive: A checked arrival list, updated reservation notes, and a clear queue of changes needing your approval.
Give guests useful answers about arrival instructions, property amenities, house rules, and everyday requests. Your assistant works from your approved guidance, documents the conversation, and routes exceptions to the right person instead of making promises on your behalf.
What you receive: An organized guest inbox, consistent responses, and an escalation record your team can follow.
Coordinate pre-arrival information, verify that the current instructions match the property, and follow up on missing details. Access-code changes and sensitive guest information stay inside your approved systems, with permissions set by you.
What you receive: A pre-arrival checklist with unresolved items, responsible owners, and follow-up times.
Confirm cleaning assignments, collect completion updates, and keep maintenance requests moving between your local team and vendors. An assistant coordinates remotely; on-site professionals still inspect, clean, repair, and confirm that the property is ready.
What you receive: A turnover status board and maintenance log that show what is done, what is waiting, and who owns the next step.
Pull together reservation activity, guest issues, outstanding maintenance, and operational notes into a concise update. Records are checked against source systems so you can review the exceptions without reconstructing every conversation.
What you receive: A practical weekly owner summary, with source links and open decisions rather than unsupported performance claims.
Turn your existing house manuals, vendor contacts, inventory notes, and recurring tasks into usable working guidance. When you add a property or a team member, the essential details have a clear home and an accountable owner.
What you receive: A property handover pack, approved response library, and a checklist for keeping information current.
This is where a written workflow earns its place. Your assistant confirms the latest status with the cleaner, records the expected completion time, and alerts the designated property contact. They check the approved guest communication and identify any arrival affected by the delay.
They do not promise an unapproved refund, declare the property ready without confirmation, or improvise a safety decision. They bring you the facts and the decision needed. Once the local team confirms readiness, the guest record and handover are updated.
Your assistant handles communication, documentation, scheduling, and follow-up. Cleaners, maintenance professionals, inspectors, and local property contacts remain responsible for physical work and on-site assessment.
Agree on approved vendors, spending thresholds, emergency contacts, access permissions, and escalation times. Use individual accounts where possible, limit permissions to the assigned duties, and remove access when the role changes.
Coverage, response expectations, platform access, and final responsibilities are agreed for your engagement. We do not assume round-the-clock availability or guarantee occupancy, revenue, or guest ratings.
Yes. A focused inbox role is a practical place to begin. Share your response guidance, house manuals, escalation contacts, and the hours you need covered. Add responsibilities once the first workflow is working reliably.
We discuss the platforms you use and the access your role requires. Training and permissions should match the assigned work. You retain ownership of the accounts and decide what the assistant may change.
You name the authorized decision-maker and document any delegated limits. Requests outside those limits go to that person with the reservation details, guest concern, and relevant policy attached.
Review a sample of conversations, reservation updates, and handover notes. Look at accuracy, unanswered requests, missed follow-ups, and adherence to your escalation rules. Use those observations to improve the guidance and scope.
A rough property count, your busiest communication channels, current software, preferred coverage hours, and examples of recurring tasks are enough. No guest records or passwords are needed.
