Timing differs by guest type. A business traveller may want a fast confirmation of check-in and Wi-Fi details, while a family may ask about cots and breakfast times. The agent answers from the information you provide and logs special requests in the way your team agrees, so nothing a guest asked for is lost between shifts.
Guests write at every stage. Before arrival they ask about check-in, parking and airport transfers. During the stay they ask for towels, a late checkout or a restaurant tip. The agent handles the information questions and logs the requests, so the front desk can see what is open instead of scrolling through chats.
Guests come from many countries, and the agent replies in the guest's language. Staff should still check how it handles names, places and local terms, so we test with your own examples. Requests that need a person, such as a room change, a complaint or a medical issue, go to the right team with the conversation attached. Decide in advance who covers messages at night. If nobody does, the agent should tell the guest plainly when to expect a reply.
Gather your policies, local recommendations, service hours and who handles each request type. Local tips go stale, so assign someone to review them every season. Think about which bookings the agent may change and which need approval. Share who covers nights and weekends so the agent can say so plainly. Then track: