Description

What’s Inside

💬 Toolkit 1: Front Desk + Guest Messaging Toolkit

• Pre-Arrival Message Templates (Email + SMS): Booking confirmation, pre-arrival information, directions, parking instructions, and “looking forward to welcoming you” messages. Set the tone before they even arrive.

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• Check-In & Check-Out Scripts (PDF): Word-for-word front desk scripts for smooth arrivals and departures — including upsell prompts for room upgrades, late check-out, and add-on experiences.

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• During-Stay Communication Templates: Mid-stay check-in messages, breakfast reminders, local recommendations, and “is everything okay?” touchpoints that show you care without being intrusive.

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• Post-Stay Follow-Up Sequences (Email): Thank-you messages, review request templates, and “book direct next time” offers that turn one-time guests into loyal returners.

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• Complaint & Issue Response Templates (PDF): Professional, empathetic scripts for handling noise complaints, maintenance issues, billing queries, and other tricky situations — so you respond calmly even under pressure.

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• Guest Communication Workflow (PDF): A visual timeline showing exactly which message to send and when — from the moment a booking is made to 30 days after check-out.

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• Bonus: Customisable Guest Welcome Letter template and a printable In-Room Information Card template — ready to brand to your property.

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📋 Toolkit 2: Operations SOP Library

• Housekeeping SOPs (PDF + Checklist): Room turnover procedures, deep-clean schedules, linen change protocols, bathroom standards, and quality control checklists. Every room, every time, to the same standard.

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• Breakfast Service SOPs (PDF): Setup and breakdown procedures, food presentation standards, dietary requirement handling, timing guides, and stock rotation checklists. Deliver a memorable breakfast without the morning chaos.

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• Maintenance SOPs (PDF + Log Templates): Preventive maintenance schedules, emergency repair protocols, seasonal property checks, and a maintenance request log. Catch small problems before they become guest complaints.

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• Daily Operations Checklists (PDF + Excel): Morning open-up, evening close-down, shift handover notes, and daily task trackers. Know exactly what needs doing — and who’s doing it.

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• Health & Safety SOPs (PDF): Fire safety procedures, first aid protocols, allergen management, pool and hot tub maintenance (if applicable), and incident reporting templates. Stay compliant and keep guests safe.

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• Guest Arrival & Departure SOPs (PDF): Step-by-step procedures for check-in preparation, room inspection before arrival, key handover, luggage handling, and check-out processing.

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• Inventory & Stock Management Templates (Excel + Google Sheets): Track linen, toiletries, breakfast supplies, and cleaning products. Know when to reorder before you run out.

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• Bonus: Customisable SOP Cover Page and Table of Contents template — brand the entire library to your property and keep it organised in a binder or shared drive.

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Why B&B Owners Love This Bundle

“I used to keep everything in my head. Now my team has a script for every guest message and a checklist for every task. I actually took a weekend off — and nothing fell apart.”

• Systemise your guest experience — every message, every touchpoint, every interaction feels personal and professional.

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• Systemise your operations — every task, every shift, every handover runs to the same high standard.

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• Train new staff in days, not weeks — hand them the scripts, the checklists, and the SOPs. Done.

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• Turn complaints into 5-star reviews — with calm, proven response scripts and consistent service delivery.

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• Step away with confidence — your property runs the same whether you’re there or not.

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• Stop reinventing the wheel — document once, follow every time.

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Bundle Savings

Details

• Licence: Single-property use
• Formats: PDF, Word (.docx), Google Docs, Excel (.xlsx), Google Sheets
• Instant download after purchase