guest-communication

From file to useful result

How to ask with this skill installed

Installing the skill gives your AI a method. Your request still has to provide the case-specific facts, constraints and expected output.

1Name the real task

Describe the decision or deliverable, not just the topic.

2Provide the evidence

Add source material, audience, limits and known facts.

3Define done

Set format, quality criteria and checks.

Source example Replace the brackets with your case

Example 1: VIP Pre-Arrival Coordination
VIP guest arriving: Fortune 500 CMO, Platinum member, 3-night stay 
(Thursday-Sunday), suite upgrade confirmed. 
She's attending a conference at [adjacent convention center] but is also 
bringing her husband for leisure on the weekend.

Pre-arrival notes:
- Prefers corner rooms (more light, less noise from elevator banks)
- Has a small dog (need to confirm pet fee is waived)
- Allergic to feathers — all pillows must be synthetic
- Arriving late Thursday (flight lands 9:45 PM) — need to confirm late check-in is available
- She's a gold-level contact for a potential corporate group booking

Draft the pre-arrival department coordination note to: Front Office Manager, 
Executive Housekeeper, Room Service Manager, Concierge.
Also draft the personal pre-arrival message to her email/phone.

Example 2: Handling a Negative Mid-Stay Review
A guest posted a 3-star review on Google while still checked into the hotel:
⭐⭐⭐ — "Room is clean and location is great, but the air conditioning 
has been broken since we arrived and engineering says it can't be fixed until 
Monday. We're here until Sunday. Sleeping with the window open isn't ideal. 
Staff has been apologetic but not very proactive."

It's currently Friday afternoon. The GM has asked me to reach out.

Draft the outreach message (what channel — phone or in-person?). 
What are my options for fixing the AC issue?
What compensation is appropriate?
What should engineering communicate to the GM about whether the repair is truly impossible?

When to use it

Sending a pre-arrival email or message to a confirmed reservation
Following up on a guest complaint during their stay
A guest has a special request that needs coordination across departments
A VIP guest is arriving and you need to brief all departments
Following up with a guest after checkout
A group is arriving and you need to coordinate communication with the group coordinator
Managing a long-stay guest (7+ nights) with ongoing needs

Mistakes to avoid

Sending the same templated pre-arrival message to every guest without any personalization — guests can tell immediately when they're receiving a form email; even a single personal detail (their anniversary, their upcoming event) makes a significant difference
Not escalating guest complaints to management quickly enough — a front desk agent trying to handle a serious complaint alone without involving management creates a worse outcome than immediately escalating
Not logging guest preferences and requests in the PMS (property management system) — if the concierge knows that the guest prefers a corner room but the front desk agent doesn't, the preference isn't acted upon; log everything in the system
Using the guest's work email for a personal message and using the guest's personal email for a corporate message — always match the tone and channel to the context; a birthday message to a work email is awkward
Sending follow-up surveys to guests who experienced a problem during their stay — the survey will remind them of the problem before they have a chance to cool off; wait 5-7 days after checkout for service recovery guests

How to ask with this skill installed

When to use it

Mistakes to avoid

Packs that include this skill

Individual skill

AI for Hostelería

Where will you use it?

Source and licence travel with the file.

Install the method. Keep your judgement.