SB SOP | Tracking flyp guest interaction
Team function: BBs, Central Operations, Brand
Description: This SOP is to be used by the BeyondersBeyond to ensure that any issues with our flyp home guests are documented as soon as they are reported! These issues take into account both Daily Viewing Tidies (DVTs) and viewings themselves.
This very simple process will allow us to gather data on the issues we encounter so that we can then refine and improve our Flyp offering.
Goal: To have no more than 1 Flyp guest issue per month, and no repeat issues.
Notes:
Accompanying documents: Flyp Guest Interaction SS
Document last updated:
Leading Value of this SOP | ||||
We are curious and innovative and are driven to achieve the highest levels of expertise. We want to have the best offering for our guests, landlords, agents and buyers. By gathering data on all issues encountered during a flyp guest stay, we are refining and improving our process. We are achieving the highest levels of expertise by ensuring the same issue doesn’t happen twice. |
Collating Flyp guest issues | |
Step 1: Recognising a Flyp guest issue | There are lots of issues that could be encountered during a guest stay in one of our Flyp homes. For example:
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The issues could also be reported in several different ways. For example:
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It is essential to recognise when a Flyp guest issue has happened or, even better, to recognise the symptoms of Flyp guest issues before they actually happen. Whenever we recognise an issue, it must be added to the tracking spreadsheet immediately. | |
Step 2: Adding a Flyp guest issue to the SS | Open up the Flyp guest interaction SS, and select the ‘Tracker’ tab. |
Add the information to the spreadsheet, with columns set out as below: Column K - Guest name Column M - Home code Column N - Issue Column O - Date of issue Column P - Booking platform Column Q - Date booked Column R - Check-in date Column S - Check-out date Column U - Booking value | |
Step 3: Checking Flyp messaging was sent/ acknowledged by guests | Go through the guest comms on the relevant platform to ensure that all relevant messaging was sent to the guests. |
Check the relevant checkboxes in the spreadsheet to make sure that the Column W - 1st Flyp message sent Column X - 1st Flyp message acknowledged Column Y - 48hr Flyp message sent Column Z - 48hr Flyp message acknowledged Column AA - Viewing confirmation message sent Column AB - Viewing message acknowledged |