Directives, or Standard Operating Procedures (SOPs), ensure consistent guest experiences, streamline operations, reduce errors, and maintain quality standards across all properties. They enable staff to handle situations uniformly, protect your business legally, and scale operations efficiently while preserving your brand reputation. Rezzy has three primary data sources:
- Property listing information includes amenities, photos, and descriptions you’ve set up in the Property area.
- Frequently Asked Questions (FAQs) are common questions guests ask, like "Where's the closest corner store?" or "How do I get the grill to light?" These questions can be included in your guest manual or posted on your website.
- Directives, or Standard Operating Procedures (SOPs), are instructions for Rezzy on handling specific situations and what to tell the guest. Examples include "Handling utility outages," "Handling broken items," "Handling early check-in requests," "Handling missing keys," and "Handling lost and found items."
Directives are not shared with guests but guide Rezzy on how to respond and what actions she can take without asking you. When writing directives, keep Rezzy's capabilities in mind. Be clear about how, when, and what she should respond to guests, and include every step as if explaining to a new employee. Clear instructions help ensure she responds appropriately and consistently. There is no limit to the number of Directives you can add for Rezzy to access.
Examples
Handling Utility Outages
Follow basic diagnostic steps (have you turned it off and back on again?) to ensure the issue is ongoing. If the guest reports no hot water, ask if it affects all faucets and showers. If there's a power outage, have them check the breaker box and determine if it's full or partial.
Handling Broken Items
Express empathy and apologize for the inconvenience to build rapport. Gather details and photos to assess cause—normal wear, guest fault, or pre-existing.
Handling Early Check-In Requests
Early check-in is on a case-by-case basis and must be requested within 2 days of arrival. If it is more than 2 days before arrival, point out the timeline to the guest. Otherwise, escalate a task to check the availability of early check-in.
Handling Missing Keys
If the guest can't use the keypad, tell them where to find the hide-a-key: under the willow tree. If they're still unable to gain access, give them the urgent response number: (123) 456-7890.
Handling Lost and Found Items
Collect precise item details (type, brand, color, last location, photo). Avoid promising recovery, outline return/shipping options (guest covers cost of $25).
Configure
Like FAQs, all your Directives are displayed on the Directives tab (Rezzy AI > Directives).
To add a Directive, click the + Add Scenario button.
On the Add Directive pop-up, add your scenario, directives, all pertinent booking stages (Pre-booking, Pre-arrival, Mid-stay, Post departure, and Canceled), properties, and Save.
Edit, Disable, or Delete Directives
Even after you've added a Directive, you can edit it by clicking on the pencil icon, Disable or delete it by clicking on the right-side kebab.
Edit
After you click on the Edit pencil icon, the Edit Directive will open in a pop-up window, allowing you to edit it.
Disable
You can disable a Directive by clicking on the right kebab menu and selecting Disable. The Directive will have the Disabled label displayed, but you can easily activate it again by clicking on the right kebab menu and selecting Activate.
Delete
If you delete a Directive by clicking on the right kebab menu and choosing Delete, you can restore it by clicking the Restore button on the right.
Promote or Demote
You can promote or demote Directives for Rezzy to prioritize in order of importance by dragging the Directive up to promote or down to demote using the left double kebab icon.