What is on the screen
Overview
A written briefing that compares the last 7 days against the 7 before them, alongside what is open and at risk right now. It has no period selector because its window is fixed at a week — but it is a rolling week, so it moves with you rather than resetting on a Monday. Ask Recep lives here: a box you type a plain question into — “what are guests complaining about this month” — answered from your own reviews.Direct Feedback
Feedback guests gave you directly rather than on a review site: a rating given during the stay, a survey answered, or an entry added manually by your team. Two of its cards read two ways, and say which:- Delight Balance or Recommendation Score — the card shows one of the two. Read its label and help text to understand the result. An Early signal label means the result is preliminary.
- Service Impact — one row per department with two lines kept apart: Service requests, the average rating from guests who had a service request in that department, and Survey answers, the average answer to your survey questions about it. A department with only one of the two shows a dash on the other, and a survey line built from 0–10 answers is marked as such.
Online Reputation
Your standing on Google: your rating and review count, your Rank among the hotels you track and your Gap to #1, a Rating Leaderboard, and a Rating Trend — your own line solid, the others dashed. You choose the hotels you are compared against in Guest Feedback settings.Guest Pulse
A deeper report that reads the actual language of your reviews — and the written answers guests give in your surveys — and groups it into what guests keep raising: the topic, not the star count. Its first card, Feedback, counts both, with the number of reviews and of survey responses beneath it. Each report covers a month, with an annual one on request. Reports are produced on their own schedule rather than recalculated as you watch; Generate Now asks for last month’s report, and the screen tells you if there is not yet enough feedback for one. With no report yet, the tab offers Generate First Report. Print and Generate Annual Report are in the menu beside Generate Now.What you do here
1
Start on Overview
It compares this week with last, and shows what is open now. It is the fastest read of whether something moved.
2
Use Direct Feedback for what guests told you directly
A complaint made in the room is the one you could still have fixed. If Direct Feedback is negative while your online rating holds, you are being given warnings.
3
Read Online Reputation as position, not score
Your own rating on its own says little. Seen against the hotels you track it tells you where you sit — which is a starting point for a conversation, not a conclusion about why.
4
Take Guest Pulse to a department, not to a meeting
Its output is topics. “Breakfast queue” is something housekeeping and F&B can act on; “4.2 stars” is not.
The four tabs do not move together. Overview reads the last week, Online Reputation follows published reviews on their own timeline, and Guest Pulse is produced on its own schedule. A quiet Overview does not mean the others have nothing new.