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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.

OUR PURPOSE & VALUES

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WhatsApp System 

 

Progress and Flow Handbook

Contact Creation

  • For every booking, ensure both the Main Contact and Secondary Contact details are added to the WhatsApp system with the following information:

    • Full Name and Surname

    • Assign both contacts to the Guests group in the WhatsApp system.

 

 

Booking Workflow

Step 1: Confirmation Message (Booking Confirmed)

  1. Message to Send:
    Send a confirmation WhatsApp message to the Main Contact and Secondary Contact when the booking is confirmed.

  2. Trello Updates:

    • Move the Trello card to the Confirmed Bookings column.

    • Tick the relevant checkboxes under the Arrival & Departure Checklist in Trello.

  3. If the booking is marked Paid in Full:

    • Ensure the confirmation WhatsApp message has been sent.

    • Tick all relevant checkboxes under the Arrival & Departure Checklist.

    • Move the Trello card to the Confirmed Bookings column.

 

 

Step 2: Arrival Message: Tomorrow is Arrival Day

Timing: Send this message the morning one day before arrival.

  1. Message to Send:
    Notify the Main and Secondary Contacts about arrival details, ensuring all information is accurate and up-to-date.

  2. Trello Updates:

    • Tick the relevant checkbox for Arrival Message Sent in the Trello card.

 

 

Step 3: Day of Arrival Message (Specific to Simbithi Homes)

Timing: Send this message on the morning of the arrival day.

  1. Message to Send:
    Share the final arrival instructions with the Main and Secondary Contacts.

  2. Trello Updates:

    • Tick the checkbox for Day of Arrival Message Sent in the Trello card. (add the action if its missing from the tick box options)

 

 

Step 4: Departure Message 

Timing: Send this message the morning of the day before departure.

  1. Messages to Send:

    • Main Contact (Payer): Send the departure message with the deposit/feedback form.

    • Secondary Contact: Send only the “Before You Go” message, excluding the deposit/feedback form.

    • Airbnb Guests: Send the departure message without including a feedback form for deposit refunds.

  2. Trello Updates:

    • Tick the checkbox for Departure Message Sent in the Trello card.

 

 

Key Points to Remember

  • Main Contact: Always receives the deposit/feedback form (if applicable).

  • Secondary Contact: Only receives essential departure instructions and excludes any deposit-related forms.

  • 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.

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