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About This Automation
Guest communication and check-in involves manually composing and sending pre-arrival emails, payment reminders, check-in day SMS messages, and post-stay thank the team notes to each guest.
Automation sends personalized pre-arrival emails, payment reminders, and check-in day messages automatically based on booking data, logs all communications in a central system, and reduces staff time to monitoring and handling exceptions only.
Key features:
Send personalized pre-arrival emails automatically with check-in details, parking information, and WiFi credentials pulled from booking records
Deliver payment reminder emails on schedule when payment is due before arrival
Send check-in day SMS reminders with arrival instructions to guest phone numbers
Log all outbound communications in a centralized system to prevent duplicate messages and provide complete communication history
Update guest records automatically to track communication status and avoid sending duplicate messages
Send post-check-in thank you messages and feedback requests after guest arrival
The issues teams report most often with this process
#
Friction point
Companies Report This
1
Manual email composition
Staff spend 12 minutes per guest manually typing or pasting pre-arrival information, personalizing messages, and customizing details for each reservation.
80%
2
Repetitive response handling
Staff answer the same check-in questions from multiple guests throughout the day, repeating parking, WiFi, and arrival procedure information.
67%
3
Communication tracking gaps
Manual spreadsheet logging is incomplete and inconsistent, making it difficult to know which guests have been contacted and creating duplicate message risk.
53%
4
Delayed message delivery
Pre-arrival emails are sent 12 to 24 hours after booking confirmation because staff must manually compose and send each message during business hours.
40%
5
Multi-tool context switching
Staff switch between email, spreadsheet, CRM, and SMS tools to complete one guest communication cycle, losing focus and introducing errors.
26%
DisclaimerAll data is based on anonymized FullSpec mapping sessions and proprietary industry research. Learn more
Automation readiness
How well-suited this process is for automation
Process Pain Score™Staff spend 51 minutes per guest on repetitive email composition, logging, and.
8.7/ 10
AI Fit Rating™Guest communication follows predictable templates and timing rules based on.
8.6/ 10
Automation Lift Index™Automation reduces per-guest time from 51 minutes to under 5 minutes and.
8.2/ 10
Hidden Overhead™Context switching between email, spreadsheet, and CRM tools, plus time spent.
7.1/ 10
How The Automation Works
The full workflow, from trigger to completion.
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1. Booking Confirmedtrigger
A new booking is received from the reservation system or booking email. The automation is triggered with guest name, email, phone, arrival date, and room details.
2. Fetch Guest & Booking Details
The automation retrieves full guest information and booking details, including any special requests or preferences stored in the guest record.
3. Send Pre-Arrival Email
A pre-arrival email is automatically composed using a template and sent to the guest's email address with personalized check-in instructions, WiFi details, and parking information.
4. Send Payment Reminder (if applicable)
If payment is due before arrival, an automated payment reminder email is sent with the invoice link and due date.
5. Send Check-In Day SMS
On the check-in date, an SMS reminder is automatically sent to the guest's phone with arrival instructions and parking details.
6. Log Communication
All sent communications are automatically logged in the guest's record, including timestamps and message types, creating a complete communication history.
7. Post Check-In Thank You Message
After check-in, a thank you message is automatically sent via email requesting feedback and offering additional assistance.
8. Notify Staff
Front desk staff receive a notification confirming all guest communications have been sent and the guest is expected to arrive, eliminating manual tracking.
Everything you need to know before mapping this process.
The automation sends all available communications via email and skips SMS reminders for guests without a phone number on file. Staff can manually send SMS later if needed.
HubSpot
Gmail
Twilio
Google Sheets