Staff Handbook
Welcome
Our comprehensive Employee Handbook, a valuable resource designed to provide you with essential information about LCE's links to forms, website shortcuts and needed links information currently hidden from the public.
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OUR PURPOSE & VALUES

WhatsApp System
Progress and Flow Handbook
Contact Creation
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For every booking, ensure both the Main Contact and Secondary Contact details are added to the WhatsApp system with the following information:
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Full Name and Surname
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Assign both contacts to the Guests group in the WhatsApp system.
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Booking Workflow
Step 1: Confirmation Message (Booking Confirmed)
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Message to Send:
Send a confirmation WhatsApp message to the Main Contact and Secondary Contact when the booking is confirmed. -
Trello Updates:
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Move the Trello card to the Confirmed Bookings column.
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Tick the relevant checkboxes under the Arrival & Departure Checklist in Trello.
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If the booking is marked Paid in Full:
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Ensure the confirmation WhatsApp message has been sent.
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Tick all relevant checkboxes under the Arrival & Departure Checklist.
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Move the Trello card to the Confirmed Bookings column.
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Step 2: Arrival Message: Tomorrow is Arrival Day
Timing: Send this message the morning one day before arrival.
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Message to Send:
Notify the Main and Secondary Contacts about arrival details, ensuring all information is accurate and up-to-date. -
Trello Updates:
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Tick the relevant checkbox for Arrival Message Sent in the Trello card.
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Step 3: Day of Arrival Message (Specific to Simbithi Homes)
Timing: Send this message on the morning of the arrival day.
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Message to Send:
Share the final arrival instructions with the Main and Secondary Contacts. -
Trello Updates:
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Tick the checkbox for Day of Arrival Message Sent in the Trello card. (add the action if its missing from the tick box options)
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Step 4: Departure Message
Timing: Send this message the morning of the day before departure.
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Messages to Send:
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Main Contact (Payer): Send the departure message with the deposit/feedback form.
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Secondary Contact: Send only the “Before You Go” message, excluding the deposit/feedback form.
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Airbnb Guests: Send the departure message without including a feedback form for deposit refunds.
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Trello Updates:
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Tick the checkbox for Departure Message Sent in the Trello card.
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Key Points to Remember
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Main Contact: Always receives the deposit/feedback form (if applicable).
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Secondary Contact: Only receives essential departure instructions and excludes any deposit-related forms.
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For Airbnb guests, omit deposit/feedback forms entirely.
By following this systematic approach, we ensure a seamless communication flow and efficient Trello tracking for each booking.