Less shift chaos. More hospitality.

Many small properties don’t have a front desk staffed around the clock – and don’t need one. What they need is a clear process: who handles guest requests when, how does info get from one shift to the next, and what does the guest know before arrival? With these ground rules, communication works even with a small team.

Five rules for small properties

1. 01One number for guests: all requests go through one property number with WhatsApp Business, not through the team’s personal phones. Whoever is on duty has the property phone or the login.
2. 02Clear availability: state in the booking confirmation and welcome message when someone replies and what to do in an emergency – for example, an emergency number for the night.
3. 03Info before arrival: the more guests know in advance (check-in time, key box, Wi-Fi, house rules), the fewer questions they ask later.
4. 04A fixed handover at every shift change: not “if something comes up”, but always – with the same structure, even when there’s nothing to report.
5. 05Log problems right away: dripping shower, broken lock, complaint – write it down immediately, not from memory at handover.

The shift handover: short but complete

Most mishaps aren’t caused by mistakes but by missing info. A fixed structure makes sure the same points get covered at every change – whether you’re handing over to a colleague, a volunteer or a part-timer. Print the template, pin it as a note in the team chat or use it as an outline for a voice message:

Shift handover – date, time, from … to …

1. Pending check-ins
   Who’s still arriving today? Room/bed, name, arrival time, paid yes/no

2. Late arrivals
   Who arrives after the desk closes? Key box code sent? Phone number?

3. Problems and repairs
   What’s broken or been reported? Who’s been informed? Block the room?

4. Guest requests
   Earlier breakfast, towels, late check-out, luggage storage, complaints

5. Till and keys
   Cash balance, anything unusual, missing or issued keys

6. Other
   Deliveries, cleaning, appointments, open questions

Setting up WhatsApp Business for hosts

WhatsApp Business is free and comes with three features that save small properties a lot of work:

• —Away message: outside staffed hours, the account replies automatically – saying when someone will get back to the guest and giving the emergency number.
• —Quick replies: save frequent answers like the Wi-Fi password, directions, check-out time or luggage storage as shortcuts and send them in two taps – so even part-timers answer consistently.
• —Greeting message: when a guest messages for the first time, they automatically get the key info. Or send the welcome message below yourself on arrival day.

Hi and welcome! Great to have you staying with us.

Check-in: from 3 pm, front desk staffed until 9 pm
Arriving later? No problem – just let us know and we’ll send you the code for the key box next to the entrance.
Address: [street, number], doorbell “[name]”
Wi-Fi: [network] / password: [password]
Check-out: by 11 am, please drop the key in the box at the entrance
Emergency at night: [number]

Questions? Just message us here – voice messages are welcome too.

Tip: translate the welcome message once into the languages your guests speak most often and save each version as its own quick reply.

Sort out the most common emergencies in advance

Most spontaneous messages come down to a handful of situations. If the whole team knows what to do in these cases, nobody has to call the boss at night:

• —Late arrival: when does someone count as a late arrival? Who sends the key box code, and is it changed after check-out?
• —Lost key or locked out: where is the spare key, who is allowed to hand it out, and what does a replacement cost?
• —Something broken in the room: what can the shift fix itself, when do you switch rooms, who is the emergency handyman?
• —Complaint about noise or cleanliness: how fast do you respond, and what are you allowed to offer as compensation?
• —No-show: how long is a bed held, and who decides whether to rebook it?

Write the answers on one page and keep it next to the handover template. For new part-timers and volunteers, it’s the best onboarding there is – and guests get the same answer from everyone on the team.

Guest data and privacy

Guest phone numbers and messages are personal data too. Use a dedicated phone or account for the property, delete old chats regularly and only share codes or payment info with the guest themselves. For questions about local guest registration rules or retention periods, your hospitality association or a data protection advisor can help.