Demo Lakeside Hotel

Your Local Guide report · Sample weekly email: example figures for a typical week

What you got · Sample weekly email: example figures for a typical week

€187of reception time: the guide answered 87 guest questions, about 2.9 hours at €16 an hour
40guests sent to your own restaurant, bar, spa or reception (14 to book through reception), instead of out into town
5problems caught during the stay, 5 fixed, typically in 18 minutes; 4 guests said it was sorted. Each one fixed is a bad review that didn't get written
21questions answered while reception was closed
18guests on the guide, with you in their pocket for the whole stay

Reception time is an estimate from the questions answered; the rest is counted.

Every Monday: three things to do this week (example)

Get room 12 checked before the weekend.
Guests reported a cold shower there twice this week.
11 guests asked for a large taxi. Agree a rate with a minibus firm, booked through reception.
Requests you don't offer yet.
Add a line to the welcome card about where to park.
3 guests got confused this week.

Each comes with three buttons: Done · Not now · Not relevant. One tap, and next week's list learns from it.

Guests signed up

18guests signed up (period before: 15)

12at reception, 67% (period before: 9)

0.8per room (25 rooms)

Where they signed up:

reception12

room card3

booking email2

web chat1

Time saved at reception

87guest questions answered

18guests used the guide

2.9 hestimated reception time, at 2 min a question

21answered while reception was closed (24%)

Sent your way

Guests the guide recommended your own services to:

The Lakeside Restaurant: 12
The Snug Bar: 8
Lakeside Spa: 6

Bookings sent to reception:

Gap of Dunloe tour: 6
Taxi: 8

How stays are going

On day two, the guide asked 12 guests "How's your stay going? Can we help with anything?". 7 replied (58%), and 2 raised something the team could fix before they left.

Problems caught

7 raised by guests (1 complaint, 4 problems, 2 confusions), 6 sent straight to your duty manager, so they could be fixed during the stay rather than raised in a review.

heating: 2
hot water or shower: 2
wifi: 1
access or parking: 2

Rooms reported more than once: 12 (2)

Where guests got confused (worth a sign, a line in the welcome card, or a word at check-in):

couldn't find the car park
not sure what time breakfast ends

Where guests' money is going

Sent to your own services: 50 · booked through reception: 25

Out in town:

Eating out29

Tours and sights10

Pubs and music17

Taxis and transport14

Shops and services7

Example estimates: €60 a dinner for two, €45 a tour, €25 a taxi. Every dinner question your restaurant could have answered is money you can win back.

Where guests want to spend (you don't offer it yet)

Requests your hotel doesn't offer yet: possible extra revenue, for example through a local provider on commission.

Guided walks or a hiking guide: asked 18 times
A local walking guide on commission, booked through reception
Large taxi or minibus (6 or more): asked 11 times
Agree a rate with a minibus firm, booked through reception
Packed lunch or picnic: asked 6 times
A packed-lunch option for walkers, ordered the night before

Upgrade ideas

Small extras guests' questions show demand for. Cheap to offer, and each one is a reason to remember you in a review.

Cold towels and water for guests back from walks and cycles: 25 guest questions point to it
Costs little; guests coming back from the Gap of Dunloe remember it.
A boot room or drying room, and umbrellas to borrow: 12 guest questions point to it
Late check-out for evening flights and trains: 8 guest questions point to it
Charge €20-30: guests asked how to fill the day before a late flight.

What guests asked about

Food and drink116

Music and events70

Getting around58

Sights and tours43

Shops and services29

Questions are counted anonymously. Your Local Guide keeps no guest names or numbers after their stay.