Step 1: Host Dashboard Overview
Host Dashboard
When you log in to your Frontdesk account, you'll first arrive at the Host Dashboard, where you'll see an overview of your property performance, including earnings, active guest requests and announcements from our team.
Step 2: Setting Up Your Properties
Navigate to Properties: From the Dashboard, click on Properties to view and manage your listings. You'll find this option helpful to see all properties associated with your account, including those added during your initial onboarding.
Add a New Property: If you need to add more properties, click on ‘Add Property’ located in the top right corner of the Properties page. Here you can enter details about your new listing and start creating its unique guidebook.
Switching Between Properties: Use the property switcher in the top menu to easily switch between different properties at any time. Frontdesk is designed so that you are viewing data, editing the guide, or managing the store for the selected property via this top menu switcher. This feature ensures a seamless management experience, allowing you to tailor the content and upsells specifically to each property's needs.
Step 3: Customizing Property Guidebooks
Select a property from your property list and click ‘Set Up Guide’ to begin customizing the guidebook for your guests. Each guidebook is uniquely tailored to the selected property, ensuring that the information is specific and relevant.
Home Screen: Customize the Home Screen to create a welcoming first impression. You can add a logo, welcoming message, essential property details, and customize your quick access buttons for 'Contact', 'WiFi', and 'Arrival' instructions.
House Info: In the House Info section, provide detailed information about the property such as amenities, house rules, and safety features. This section helps guests feel at home and informed about the property they are staying in.
Local Map: You can build your Local Map section by adding points of interest near your property, such as nearby cafes, cultural institutions, natural attractions and more. You can use the existing categories to organize your map, or customize your own according to what's best for your guests. For instance, categories like 'Family Fun', 'Local Dining Favorites', or 'Outdoor Adventures' can guide guests to personalize their experience.
Guestbook: Guestbook to collect feedback from guests or provide a space for visitors to share their experiences and tips with future guests.
Directory: Use the Directory to list contact information for important services such as local emergency numbers, nearby hospitals, recommended taxi services, or your own contact details for guest inquiries.
Step 4: Creating Your Store
Access your Store
Click on ‘My Store’ from the sidebar to view and manage upsells for your properties. This section acts as your control panel for creating and customizing your Host Store.
Creating Upsells
Within the Host Store, you can add products or services that guests can book directly through their guidebook. There are several options for upselling to guests:
Products: These are physical items, akin to a hotel minibar, which guests can purchase during their stay. Examples include local snacks, bottled beverages, or souvenir items.
Rentals: These include items that guests can book for limited periods during their stay. Examples are bicycles, sports equipment, or special occasion kits like a beach or hiking gear.
Enhancements: Focus on first-party or third-party services that enhance the guest experience. These could be spa services like massages, wellness packages, or practical options such as early check-ins or late check-outs.
Customization Options: Choose from a template library for common upsells or select the ‘Custom’ option to add your unique offerings.
Fulfilling Upsells
As a host using Frontdesk, you are responsible for the fulfillment of any upsells offered through your Host Store, ranging from physical products to service enhancements like spa services or early check-ins.
Best Practices for Upsell Fulfillment
Pre-Arrival Communication: Share your Frontdesk guidebook with guests at least 5-7 days before their arrival, giving them sufficient time to review and select upsells.
Planning and Preparation: Use the advanced notice to ensure availability and prepare necessary services or products.
Integrate Contacts: If you have a cleaning crew or on-site manager helping you fulfill the upsells, make sure you add their contact so they are also notified when an upsell is requested or purchased (see instructions on how to do this below).
Setting Availability and Payment Options
Available Now: Allow for immediate booking and payment of services that are always available.
On Request: Use for services that require confirmation of availability. Guests are prompted to pay once approval is given, ensuring a seamless transaction.
Using Third-Party Contacts for Upsells
Adding a Third-Party Contact: You can add third-party contacts in the upsell settings for services or rentals that are fulfilled by external providers. This is useful for services provided by local vendors, such as boat rentals and guided tours.
Local Partnerships: For services involving third parties, you can arrange the service on behalf of the guest. For example, if you offer a boat rental, you might contract with a local rental company. You charge the guest a marked-up price and pay the rental company their rate, pocketing the difference.
Managing Requests and Messages
Requests Tracking: Keep a tab on incoming guest requests for upsells through the Requests section. This area displays all the details you need, including request ID, type of request, request dates, total amount, status, and the guest ID associated with each request.
Email Notifications: Notifications of requests and their statuses (like 'Requires Action', 'Awaiting Payment', etc.) are sent to both your email and the guest's email. This ensures that both parties are informed and can take necessary action promptly.
Actions You Can Take on Requests
Approve a Request: If the request is feasible and you have the resources to fulfill it, you can approve it. Approval typically triggers a notification to the guest that their request has been accepted, and it may prompt them to make any necessary payments if they haven't done so already.
Decline a Request: If you cannot fulfill a request due to availability issues or any other reason, you have the option to decline it. It’s important to communicate the reason for the decline to the guest to maintain good service and manage their expectations.
Modify a Request: There may be situations where a guest's initial request needs modification—perhaps due to partial availability of the requested items or alternative options you can offer. In such cases, you can modify the request and communicate the changes to the guest for their approval.
Step 5: Sharing Frontdesk with Your Guests
Efficient communication with your guests is crucial to providing an exceptional guest experience. Sharing your Frontdesk guidebook 5-7 days before their stay is optimal. This timing aligns with when guests are planning their itineraries, making them more likely to engage with the content and consider the upsells offered.
Optimal Timing: Introduce your guidebook 5-7 days prior to your guests' arrival. This window is when guests are most active in planning their stay, from scheduling daily activities to exploring dining options. Providing the guidebook during this planning phase maximizes its usefulness and enhances the likelihood of upsell participation.
Clear Instructions: Include straightforward instructions on how to access and use the guidebook. Explain its contents briefly—highlighting property details, exclusive upsells, and local insights—to encourage deeper interaction.
Proactive Follow-Up: Schedule a follow-up message after sharing the guidebook to confirm receipt and offer additional assistance. This not only ensures guests have all the necessary information but also opens a line of communication for any inquiries they might have. Scheduled messages can also remind guests of pending upsell opportunities, helping you secure more revenue and giving you adequate time to prepare any services or products they purchase.
Sharing Frontdesk with Airbnb
Make sure your guests have all the essential information they need by sharing your Frontdesk guidebook directly through Airbnb’s messaging platform. Here’s how to do it in three simple steps:
1. Copy the Guidebook Link:
Go to your Frontdesk dashboard and use the property switcher to select the property you want to share.
You can also click on the ‘Share’ button from any section of the House Guide.
2. Insert the Guidebook Link into the Airbnb Message
Access Scheduled Messages:
Log into your Airbnb account and navigate to the Scheduled Messages section. Select "Create a message template" to begin crafting your automated guest communication.
Choose a Template and Paste the Guidebook Link:
Welcome & Discover: "Welcome to your home away from home! To make your stay as enjoyable as possible, we've compiled a detailed guidebook just for you. It includes everything from house instructions to local attractions. Here’s your personal guidebook to get started: [Paste your Frontdesk guidebook link here]. We hope it enhances your stay and helps you discover the best our area has to offer!"
Prepare for Your Stay: "Hello and thank you for choosing our place! To help you prepare for your upcoming trip, we've put together a custom guidebook filled with essential property details and our favorite local spots. Check it out here: [Paste your Frontdesk guidebook link here] and start planning your perfect getaway today!"
Explore & Enjoy: "Get excited for your visit! We’ve prepared a special guidebook to help you explore and enjoy everything our property and neighborhood have to offer. From dining recommendations to exclusive amenities, it's all there at your fingertips. Access it here: [Paste your Frontdesk guidebook link here] and start exploring!"
Set the Trigger for the Message:
Decide when you want this message to be sent to your guests. A common trigger is immediately after booking confirmation, which ensures guests have all the necessary information well in advance of their arrival.
You can also share Frontdesk with your guests via other booking platforms, like VRBO and Booking.com, using an identical process.
Step 6: Managing Subscription & Earnings
Managing Your Subscription
Accessing Subscription Details: Navigate to the Subscription & Billing section in your account settings to view details about your current plan and update payment methods on file.
To add a property to your Frontdesk plan, simply select "Add Property" from the Properties section of your account.
Managing Your Earnings
Viewing Earnings: You can track your total revenue in the Earnings section of your account. Here, you can monitor your current balance and detailed records of accumulated earnings from upsells and other services.
Earnings Payouts
Reaching Threshold: Earnings are paid out once they reach a minimum of $100 from upsells sold.
Payment Frequency: Payments are processed every 14 days following the achievement of the threshold.
Bank Information: Upon reaching the payout threshold, you'll be prompted to enter or update your bank details for ACH transfers. If details are missing, Frontdesk will request this information to facilitate your payment.
Frontdesk charges a 10% service fee on all payments processed through our platform. This fee supports the maintenance and operation of the Frontdesk platform.