The Problem
By Charles Tan
Potential guests ask for room rates or information, but the response from the hotel is slow, which often causes the guest to book with another hotel.
Causes
This usually happens because:
-
A large volume of emails coming in every day
-
Not enough staff handling reservations
-
No standard reply templates, so staff must write each response from scratch
Solutions
-
Set a Service Level Agreement (SLA) to respond to guest inquiries within 2 hours
-
Use standard reply templates to speed up responses and ensure consistent information
-
Set up an auto-reply email to inform guests when they can expect a response
