systems used:

VRBO (like AIRBNB)

Direct WEBSITE
1 GMAIL
2 OUTLOOK
3 ESCAPIA
- gray / onhold by ownwer
- green reserved and FP
- Yellow reserved & partialy paid
*if rsvns more than 30 days only charge half
-orange cancelled
-red
R - renter
O - Owner
G - Guest of Owner

Reservations:
date changes
date extentions
* do not provide address
**provide address during checkin time
*guest particular w/ sq ft
*cant exceed total number of guests

4 Breezeway

*Main role - answer phone calls

Fonality - inbound
Bria - outbound

no COLD TRANSFER

*2nd PRIO- answer emails

*3rd PRIO- answer text messages

EMAILS SOP
- tag name on email

*changes on account should be on remarks

"date - (changes made) - NS"

- signed and filed contract; make sure ticked "RENTAL AGREEMENT

* notes 10/22 contract received, confirmation sent
- move email to GTHY (Glad To Have You) Signed Contracts folder

Direct Reservation emails - if mon to fri, dont touch emails; POC Sarah; only if
Sarah is on RD or on leave
**dont use word "UNITS"

Booking.com emails - forward to Communications 3 Wise Men > move to booking.com

*if Village Booking -

*if BlueSky
*properties that starts with X are FRISCO

Reservations email:
-always check notes

if processing payment - notes should include that TI (Travel Insurance) is declined

*1yr rsvns - forward to Debbie
*1month rsvns - forward to Sarah
*Short Term Rental - dont debit damaged deposit
- temporary hold on damage deposit
-

if cc declined
- call guest immediately
*try to process the 2nd time
*no calls 8pm onwards

*when there are changes on account like dates, need to have the contract signed

EscapiaNET emails: DO NOT REPLY > move email to EscapiaNet folder

*only answer VRBO emails

discounts
10% for returning guests
15% for military

do not offer other booking sites if inquiries are from VRBO, since they own ESCAPIA