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Sample ReportWeekly Guest Operations Report
The Langford Boutique Hotel — Sample 7-Day Period
This is a sample report using illustrative data. Your actual weekly report will reflect your property’s real call volume, message channels, escalation rules, and SLA targets agreed during onboarding.
Week at a Glance
136
Total interactions
47
Calls handled
89
Messages handled
3
Escalations
100%
Answer rate (covered hours)
11 sec
Avg call answer time
4 min
Avg message response
Daily Activity
| Day | Calls | Messages | Total | Volume |
|---|---|---|---|---|
| Mon | 9 | 14 | 23 | |
| Tue | 5 | 11 | 16 | |
| Wed | 6 | 10 | 16 | |
| Thu | 7 | 13 | 20 | |
| Fri | 8 | 17 | 25 | |
| Sat | 8 | 16 | 24 | |
| Sun | 4 | 8 | 12 |
Message Channel Breakdown
36
OTA inboxes
Booking.com & Expedia
23
SMS
Direct text messages
18
WhatsApp Business
12
reservations@ inbox
Guest Request Breakdown
| Request Type | Count | Resolved Direct | Escalated |
|---|---|---|---|
| Rate and availability inquiries | 14 | 14 | — |
| Late checkout requests | 12 | 10 | 2 |
| Early check-in inquiries | 8 | 8 | — |
| Cancellation / modification | 7 | 6 | 1 |
| General guest questions | 11 | 11 | — |
| After-hours maintenance | 3 | 1 | 2 |
| Complaints | 2 | 1 | 1 |
Response Times vs. SLA Targets
| Channel | Target | Actual (Avg) | Met |
|---|---|---|---|
| Inbound calls | < 15 seconds | 11 sec avg | Yes |
| SMS messages | < 15 minutes | 3 min avg | Yes |
| OTA messages (Booking.com / Expedia) | < 30 minutes | 4 min avg | Yes |
| < 60 minutes | 22 min avg | Yes | |
| < 15 minutes | 6 min avg | Yes |
Booking Inquiry Summary
14
Booking inquiries handled
9
Reservations confirmed
$6,300
Est. booking value recovered
Booking value estimate is based on a sample average booking value of $700 per confirmed reservation. Your report will use your actual property rates.
Escalation Log (3 this week)
Pipe issue reported in Room 204, 11:47pm. On-call maintenance notified by call and SMS. Resolved within 47 minutes. Guest moved to Room 212, complimentary breakfast offered.
Outcome: Resolved. Guest satisfied.
Guest disputed rate on checkout call, citing a rate seen on OTA that differed from confirmed booking. Logged and escalated to GM inbox for morning review. Rate adjustment approved by GM.
Outcome: Resolved next morning by GM.
Guest called reporting chest discomfort at 2:14am. Emergency protocol followed. 911 advised. Emergency contact notified. Agent remained on call until guest confirmed ambulance en route.
Outcome: Emergency services contacted. Protocol followed correctly.
Recommendations This Week
Extend Saturday evening coverage
6 calls came in between 10pm and midnight on Saturday outside your currently covered window. These are high-intent reservation callers. Extending coverage by 2 hours on Saturday evenings would capture this volume.
Friday afternoon OTA inbox check
Booking.com pre-booking inquiry response time on Fridays averaged 38 minutes, compared to 4 minutes for the rest of the week. This is the highest-conversion window of the week. A dedicated inbox check at 3pm and 5pm Friday would keep responses within your SLA target.
Saturday late-checkout message template
Late checkout requests accounted for 25% of Saturday message volume. A proactive Saturday morning message confirming late checkout availability would reduce inbound volume and improve the guest experience before they ask.
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