Phone Call and WhatsApp Management SOP

Procedure Steps

📲 Step 1: Answering WhatsApp Messages

1. Respond promptly: Aim to answer all WhatsApp messages as soon as possible, as guests expect quick replies.

2. Use Quick Replies for efficiency:

   • Type “/” to access Quick Replies with pre-saved answers, and select the appropriate response for common inquiries. Current Quick Replies include:

     • Tour page link

     • Tour deposit payment link

     • Park entrance ticket purchasing link

     • Day pass information

     • Bank account details for transfer payments

     • Google review link

     • TripAdvisor review link

   • Regularly check for any additional Quick Replies as more are added.

3. Handle common requests:

   • For quote inquiries or booking requests, refer to the Personalized Quote Creation SOP.

   • For general information, respond with accurate details and confirm any additional needs.

📞 Step 2: Answering Phone Calls

1. Answer the call with the following script:

   • “Boutique Hotel Las Cascadas, Dylan Rogers here, how may I help you?”

2. Listen carefully to the guest’s request and offer assistance or relevant information.

   • Remember, all calls are valuable and should be handled with priority.

3. For quote requests received by phone, refer to the Personalized Quote Creation SOP and explain the process briefly to the caller if needed.

📋 Step 3: Documenting Key Information

1. WhatsApp Group Updates:

   • Document important information immediately in the WhatsApp Concierge Group. This includes:

     • Guest requests

     • Issues or complaints

     • Notable incidents or feedback

2. Daily Occurrences Diary:

   • Log all relevant details in the Complaints, Incidents, and Daily Occurrences Diary at the front desk. Include:

     • Date and time

     • Guest name and room number (if applicable)

     • Description of the issue, request, or conversation

     • Any actions taken or pending follow-up

Reference Material

• Personalized Quote Creation SOP