What is on the screen
Her skills
A list of what she is able to do in a conversation, beyond finding an answer in your library — filing a request for your team, taking a booking, remembering a preference a guest asks her to keep, collecting how a stay is going, handing a guest over to a person. If a skill is not listed, she will not attempt it. She will say she cannot help with that and point the guest to your team instead of improvising.How it works
Worked examples of real guest situations, showing what she does and where the result lands. They are worth reading once, because they are the fastest way to understand what your team will see on their side:- “I need extra towels” — an in-house guest asks for something
- “The AC isn’t working” — a guest reports an urgent problem
- “I’d like to book a room” — a guest books without leaving the conversation
- “I always prefer high floors” — a guest mentions a preference
- “I stayed here before” — a returning guest gets in touch before arriving
- “We’d like to host a dinner for 30” — an enquiry that must not be lost
Who controls what
The same screen carries the honest division of labour. Three kinds of thing:The last two rows are the point of the table. Identity checks and the safety rules are not settings, and they are not switched off for convenience. They are why your receptionist will refuse to read a guest’s details to somebody who has not proven they are that guest.
What you do here
Nothing, most days. Come here when:- You are wondering whether she can do something, before you promise it to a guest
- Something in her behaviour needs changing and you are not sure which screen owns it
- A new person on your team needs to understand what she handles and what still comes to the desk