Level 2 · Capability · Reception & Guest Services
In-stay services
In-stay requests, booking changes, local support, wake-up calls and reminders.
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Request acknowledgement | <= 5 min | daily |
Systems
- PMS — Core property management (rooms, guests, folios)
People & roles
- Front Office Manager — Reception shift lead
- Receptionist — Check-in/out
Level 3 · Processes (2)