Hospitality
Short-Term Rental Suite
Answer every guest in seconds, never miss a turnover, and hand each owner a clean statement, across a whole portfolio of nightly-stay units.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Review damage: a single missed clean or slow reply drops a listing below the benchmark rating that decides search rank, suppressing future bookings and nightly rate
Manual owner statements: days per month rebuilding spreadsheets to reconcile nightly revenue, cleaning fees, channel commissions, taxes and the management cut, with errors that erode owner trust and churn owners
Underpriced and unsold nights: without disciplined dynamic pricing and relentless inquiry follow-up, low-occupancy nights and lapsed inquiries are pure lost revenue
Unbilled owner fees and reimbursables: management commission and stocking or maintenance reimbursements slip through manual AR
Compliance slips: a lapsed DET holiday-home permit or a missed UK or US registration and tax deadline can pull a unit offline entirely
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Turnover Dispatcher
Fires the cleaner and linen job the moment a checkout is confirmed and tracks ready status against the next check-in so no guest arrives to an unprepared unit.
The audit must validate the evidence, permissions, review boundary, and stop condition before this role enters a pilot scope.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Guest Experience & Messaging
Handle staged self check-in and every in-stay message on time and on-brand, and step in mid-stay before a stay turns into a bad review.
Designed role descriptions ↓Close ↑
Check-in Concierge
Sends staged access codes, wifi, the house manual and arrival upsells on a timeline so guests self-check-in smoothly without operator hand-holding.
Review Recovery
A proposed role to scope and validate before any pilot use.
Upsell Engine
Offers early check-in, late checkout and mid-stay cleans at the right moment to lift revenue per stay without extra operator time.
Turnover & Maintenance Operations
Fire the cleaner the moment a checkout is confirmed, track ready status against the next arrival, and convert guest-reported issues into tracked vendor jobs.
Designed role descriptions ↓Close ↑
Turnover Dispatcher
Fires the cleaner and linen job the moment a checkout is confirmed and tracks ready status against the next check-in so no guest arrives to an unprepared unit.
Maintenance Ticketer
Converts guest-reported and cleaner-reported issues into tracked vendor jobs and keeps the guest informed until the unit is right.
Damage & Deposit Handler
Logs damage incidents from turnover and drives the security-deposit or platform claim end to end so the owner is not left out of pocket.
Channel & Revenue Protection
Watch calendar deltas across every OTA before an overlap becomes a cancellation penalty, run a nightly cross-channel availability audit, and flag underpriced or empty nights for a price move.
Designed role descriptions ↓Close ↑
Double-Booking Sentinel
Watches calendar deltas across every OTA and alerts before an overlap becomes a host-cancellation penalty and a search-rank hit.
Multi-Calendar Reconciler
Runs a nightly cross-OTA availability audit to catch drift between channels before it turns into a conflict or a lost night.
Dynamic-Rate Nudge
Flags underpriced and empty nights, plus awkward gap nights, and recommends a price move to lift occupancy and yield.
Owner Reporting & Compliance
Auto-assemble each owner's monthly statement and track every permit, registration and tax deadline per unit so nothing lapses.
Designed role descriptions ↓Close ↑
Owner-Statement Builder
Auto-assembles each owner's monthly statement of nightly revenue, cleaning fees, channel commissions, taxes and the management cut, so no one rebuilds spreadsheets by hand.
Compliance Watch
Tracks DET holiday-home permit renewals in Dubai and UK and US registration and tax deadlines per unit so no unit lapses offline.
Portfolio Growth
Nurture prospective owners on a structured follow-up cadence so the manager wins new doors without manual chasing.
Designed role descriptions ↓Close ↑
Owner-Acquisition Nurture
Runs a structured follow-up cadence for prospective owners considering the manager, so new doors close without manual chasing.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Median guest-message response time
A candidate metric; its source and baseline are not yet defined.
Missed-turnover rate
A candidate metric; its source and baseline are not yet defined.
Double-booking incidents
Cross-OTA overlaps caught before they become host-cancellation penalties and search suppression.
Average listing rating
Blended nightly-stay review score across channels; the number that decides search rank against the hotel-grade threshold.
Occupancy and RevPAR
Forward occupancy and revenue per available night, the yield that dynamic-rate nudges and gap-night fills move.
Owner statement on-time rate
Share of owners receiving an accurate monthly statement by the agreed date; the key owner-retention signal.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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