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:

  • the guests have double locked the front door, meaning that Klevio will not work, and so the cleaner cannot get in for the 10am DVT.

  • the Flyp messaging was not sent to the guests so they guests were not aware of the DVCs or viewings

  • the guests are being difficult and, despite receiving all Flyp messaging, they are still in bed at 10am when the cleaner arrives and won’t  let the cleaner access all rooms in the property


The issues could also be reported in several different ways.


For example:

  • the cleaner is unable to clean the property at 10am and has sent a message in slack

  • the agent was unable to show the whole property because guests were still in bed in 1 bedroom

  • the guests send a message on their booking platform to ask for all future viewings and DVCs to be cancelled during their stay


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