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Self-AssessmentGuest Coverage Gap Assessment
Identify where your property is losing bookings and guests to coverage gaps.
Complete this assessment to map your current guest communication coverage against what guests actually expect. Work through each section honestly. The gaps you identify are the starting point for deciding which coverage to add first.
Section 1 — Property Profile
Fill in your property details for reference.
Property name:
Property type:
Number of rooms / units:
Location / market:
OTA platforms listed on:
PMS in use:
Team size (front desk / operations):
Peak season months:
Section 2 — Current Coverage Hours
Mark what is actually staffed, not what you intend to have covered.
| Period | Fully staffed | Partially covered | No coverage |
|---|---|---|---|
| Weekday daytime (8am–6pm) | |||
| Weekday evening (6pm–11pm) | |||
| Overnight (11pm–7am) | |||
| Saturday daytime | |||
| Saturday evening / night | |||
| Sunday daytime | |||
| Sunday evening / night | |||
| Public holidays | |||
| Peak season weekends |
Section 3 — Channel Coverage
For each channel, mark current coverage level and volume.
| Channel | Active | Fully managed | Gaps exist | Est. weekly volume |
|---|---|---|---|---|
| Inbound phone — main | ||||
| Inbound phone — reservations | ||||
| SMS / text | ||||
| Email (reservations) | ||||
| Booking.com inbox | ||||
| Expedia inbox | ||||
| Airbnb messages | ||||
| Vrbo messages | ||||
| PMS guest messaging |
Section 4 — Volume and Risk Indicators
Est. monthly inbound calls (total):
Est. monthly calls missed / unanswered:
Est. OTA messages per week:
Est. OTA messages not replied within 1 hour:
Est. SMS / WhatsApp messages per week:
Current Booking.com response rate (from dashboard):
Phone rings to voicemail during evenings or weekends regularly.
OTA messages sit unanswered for more than 2 hours at some point in the week.
Front desk misses calls while handling in-person check-ins.
Booking inquiries have been lost because no one answered in time.
A guest has left a review mentioning slow response or unanswered communication.
Staff describe phones as disruptive to in-person guest service.
There is no written escalation process for overnight emergencies.
Morning team regularly discovers messages or calls from overnight that were not handled.
Section 5 — Escalation Readiness
A written escalation protocol exists for after-hours emergencies.
Every team member knows who to call for an overnight emergency.
On-call contacts are documented and current.
Guests are never told to call back in the morning for an urgent matter.
The escalation process has been tested in the last 6 months.
Section 6 — Gap Summary and Starting Point
Review your answers above and complete this summary.
Hours with no current coverage:
Channels currently unmanaged or behind on response:
Biggest single gap (your honest assessment):
Estimated monthly bookings at risk from coverage gaps:
Recommended Service to Start With
| If your biggest gap is... | Start with |
|---|---|
| Missed calls during busy hours or peak check-in | Hotel Answering Service |
| Overnight and weekend phone gaps | After-Hours Support |
| Slow OTA inbox response (Booking.com, Expedia) | OTA Inbox Management |
| Unanswered SMS, WhatsApp, or email messages | Guest Messaging |
| Booking inquiries not converting | Reservation Support |
| Airbnb or Vrbo guest communication | Airbnb Guest Support |
| Night audit calls, OTA reconciliation, billing | Back Office Operations |
| Multiple gaps across channels and hours | Starter Plan — book a demo |
Ready to close the gaps you found?
Book a coverage review at guestsquad.com/contact
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