The front desk team are usually the first person you see when you arrive at a hotel. But they are definitely more than that.

Front desk teams also handle reservations, cancellations, check-in, check-out, guests’ inquiries, and special requests, and the list can go on.

Without a doubt, it is a job description with many faces. And trying to take care of all these matters without the help of technology makes it even more complicated. 

Teams that are expected to outperform and shine while having to write everything down on pen and paper sooner rather than later will end up burned down and exhausted. What’s more, today in the industry, where staff shortages are still a challenge, having or not having access to technology is something hospitality candidates look at as an added perk. 

But how can technology help? 

The secret sauce: How Bookboost sets front desk teams for success

Bookboost was built to help hotel staff work smarter instead of harder, and free up their time so they can focus on what matters most: relationships and personal interactions. Let's look at five ways the platform is helping front desk teams.

Filters to efficiently prioritise communications

Every team has different ways to organise their workload and different priorities. We make it easy for them. You can customise your view to prioritise the arrivals of the day or the departures, guests coming in on the weekend, and more. 

You customise your view and save whatever you need, so every day is easily accessible with one click. And not only for you, because it can be shared with the other team members. This makes handling communications and reservations easier since all the information is organised and shown to you in the way you need it. 

Fast responses for higher satisfaction

Today guests are used to immediacy. This means that they want their questions answered in the shortest time possible. For front desk teams, manually having to answer all questions is a real challenge since it takes a lot of their time. 

With Bookboost, not only all channels are gathered into one general overview through the Unified Inbox, but teams can create quick replies to answer guests with only one click. Instead of typing each answer, they can click on the quick reply, providing an answer in less than 20  seconds. 

This increases satisfaction for guests as they receive the information they need in the shortest possible time while at the same time, making the front desk team more efficient and less overwhelmed. 

Personalised inboxes that fit your organisation

To make teams more effective, some properties divide the responsibilities. Someone handles all lost & found, another person handles events, and so on. One property that has implemented this practice is YellowSquare, a leading hostel chain in Italy. They use Bookboost to handle all communication and create as many inboxes as they need.

In this way, your team can always make sure that customers are talking to the right person from the very first message. At the same time, this is especially useful for multi-property hotels, as these inboxes can be created according to each property, so every team member knows where that guest belongs and what has been said to them.

A guest profile that truly conveys useful information

Front desk agents interact with dozens if not hundreds of guests every day. And knowing what to say and having the right information at hand is a titanic task when you don’t have the right technology.

In Bookboost, the front desk team can access guest profiles in seconds, getting a first-hand overview of all the activities, campaigns, reservations, purchases, internal notes, guest preferences and more. This helps them to understand who the guest is at a glance, and provide the right responses and information.  

More direct bookings due to prompt engagement

Before making a reservation, consumers review the website of the property they are interested in. If you can engage with them and answer their questions on time, this will help them to decide over making a booking or not. 

With Bookboost, you can have a messenger on your website, so all the conversations will go straight to your Unified Inbox, to be answered in seconds. When your team is off, the chatbot takes over, allowing you to engage with guests visiting your website even at the most uncommon times. 

The right tech leads to more satisfaction

Front desk teams are less overwhelmed by having the right tech and interacting correctly with everyone. Without a doubt, this leads to guests who are more satisfied with the service and more likely to leave a positive review and share their experience with others.

Do you want to discover more about Bookboost CRM? Book a demo today.

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