Hospitality Example use case
Room enquiries answered, quoted and held in one chat
A guest messages a guesthouse on Instagram. Ezro checks the room sheet, quotes the rate, asks for a name and number, and holds the room.
- Channel
- Works in
- Google Sheets
- Ended
- Done by Ezro
The situation
A small guesthouse gets most of its enquiries as direct messages on Instagram. A guest writes late in the evening: is there a double room free this weekend, and how much? The person at the front desk is checking guests in, answering the phone, or asleep.
The reply comes the next morning. By then the guest has often asked another place. When the reply does come, it takes a look at the booking sheet, a look at the rate card, and a second message to ask for a name and number. Every step is simple. The delay is what costs the booking.
The procedure
Written once, in plain words. This is all Ezro was given.
When to use this
Based on what the customer says
When a guest asks whether a room is free, or what it costs.
Steps 1–5
- 1
When a guest asks about a room, check the room calendar for those dates.
- 2
IF
A room of that type is free
Quote the nightly rate from the rate sheet.
- 3
IF
The guest wants it
Hold the room for 24 hours and ask for a name and a phone number.
- 4
IF
No room of that type is free
Say so and offer the nearest dates or another room type.
- 5
Never offer a discount, a free upgrade or a late checkout. Assign those requests to the front-desk manager with a summary.
What Ezro did
Each step from the run, with the record it read or wrote.
[ Run · Instagram ] Room enquiries
- Read “a double room, Friday to Sunday” as two nights, 16 to 18 October
- Checked the room calendar: two double rooms free on both nights Google Sheets · Room calendar
- Quoted £90 a night from the rate sheet Google Sheets · Rates
- The guest said yes. Asked for a name and a phone number, and the guest sent both
- Held room 6 for 24 hours under that name Google Sheets · Room calendar, Room 6
- Confirmed the hold in the chat, with the dates, the room and the rate
Done by Ezro
Room 6 held for two nights at £90 a night, and the guest has the details in the chat.
Why a procedure works here
Availability and rates are written down already, in a room calendar and a rate sheet. The procedure tells Ezro to use them and to hold the room for a fixed time. The guesthouse sets what is on offer and for how long a hold lasts. Discounts, upgrades and late checkouts stay with the front-desk manager, and Ezro assigns those requests to them with a summary. The room calendar and rate sheet are connected to Ezro during setup, where you say what it may read and what it may write, such as holding a room.