Playbooks
Reduce repeat questions to near zero
Most spaces answer the same 20 questions forever. This playbook gets them answered once.
1. Capture the top 20
For one week, note every question guests or visitors ask. You'll find the same handful dominates: access, Wi-Fi, parking, hours, checkout.
2. Publish the truth once
True everywhere → world level. Differs per unit or room → environment level. One truth per fact, never duplicated.
3. Put a surface where the question happens
Pre-arrival → guest link in the confirmation message. In-space → QR code or kiosk. Staff questions → staff mode on the on-site device.
4. Iterate weekly, not constantly
When a new question appears, add the answer at the right scope and move on. Resist restructuring — the model stays stable while content grows.