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Everguest Intelligence Documentation

website·Indexed 32 days ago

https://dev-documentation.everguest.digital

Developer and user documentation for Everguest Intelligence, featuring guides on managing guest reviews, creating and sharing surveys, connecting channels, and utilizing automated AI replies to optimize guest feedback and response rates.

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What's inside Everguest

  1. Personalize the Everguest Management Dashboard

    To optimize the Management Dashboard for your specific needs, select a role-based view or a comparative view. This allows you to see an overview of metrics relevant to your position and further refine the data using section-specific filters.

    Available views include:

    • Review Manager
    • Reputation Manager
    • General Manager
    • Multi Property Board (used to compare performance across multiple properties)

  2. Manage guest feedback using the Everguest Review Module

    The Review Module consolidates guest reviews from multiple platforms into a central Review Inbox. It allows users to track the total number of reviews, identify unanswered feedback, and prioritize the most recent reviews for timely follow-up.

  3. Invite new members to Everguest Intelligence

    To invite a colleague to the platform and assign them a role, follow these steps:

    1. Navigate to Organisation Settings or Property Settings.
    2. Locate the Members section and click Invite Member.
    3. Select the desired role (Organisation Admin, Property Admin, or Property Manager).
    4. Enter the colleague's email address and click Add User.
    5. Confirm the action to send the invitation email.

    The user will appear in the member list once they accept the invitation and register.

  4. Collect guest feedback using SurvAI surveys

    To increase review volume and gain a complete picture of the guest experience, use the SurvAI Survey Module to collect feedback during pre-stay, in-stay, and post-stay stages.

    Steps to create and distribute a survey:

    1. Navigate to the Survey Module and select a pre-made template.
    2. Customize the questions and answers.
    3. Select required languages and use the Translate button for automatic translation (review and edit as needed).
    4. Preview the survey and click 'Go Live'.
    5. Use the 'Share' option to distribute the survey via link, QR code, manual send, or by importing a guest list.

  5. Set up automated reports in Everguest Intelligence

    Automate the delivery of customized reports to stakeholders (GMs, HODs, etc.) to ensure transparency and actionable insights without manual report generation.
    1. Open the Reports module and click Create new report.
    2. Choose a report type or start from a blank template.
    3. Click Add in the Content panel (left side).
    4. Select the desired content blocks and click Add.
    5. Rename the report using the pen icon in the top-left corner.
    6. Rearrange content blocks via drag-and-drop and adjust data settings on the right side of each block.
    7. Under Share, configure the delivery time, frequency, and recipients, then click Share to save.
    8. Manage, duplicate, or delete the report from the Reports module.

  6. Filter reviews by department or sentiment

    To resolve recurring complaints and improve guest satisfaction, users can filter reviews in the Review module by specific departments (e.g., 'wellness' or 'breakfast'), overall sentiment, score range, events, or tags. This allows departments to zero in on the most critical negative feedback relevant to their area of responsibility.

    Steps to filter by department/sentiment:

    1. Open the Reviews module.
    2. Click 'More filters'.
    3. Refine the view by segment, overall sentiment, score range, events, or tags.
    4. Select a filtered review to generate an AI reply or write a manual response.

  7. Filter guest reviews in the Review Module

    The Review Module allows users to isolate specific guest feedback using a variety of primary and advanced filters. Filters can be reset individually or cleared entirely using the 'Reset Filters' button.

    Primary Filters:

    • Status: Toggle between answered and unanswered reviews.
    • Date: Use custom start/end dates or predefined ranges (e.g., last 7 days, previous 6 months).
    • Channel: Filter by the connected platform where the review originated.
    • Service: Focus on specific services or offerings.

    Advanced Filters (under 'More Filter Options'):

    • Segments: Filter by different aspects of the property.
    • Sentiment: Filter by Positive, Negative, or Neutral sentiment.
    • Score Range: Filter reviews based on their numerical rating.
    • Events & Tags: Isolate reviews associated with specific events or tags.

  8. Manage or remove existing member roles

    You can modify user access or remove users from Everguest Intelligence via the members list:

    • Change a role: Click Edit next to the user and select a new role from the dropdown menu.
    • Remove a user: Users can be removed from the system directly from the members section.

  10. Generate actionable insights by department

    Use the 'Sentiments by time' content block to identify specific departmental performance trends (e.g., housekeeping, F&B, wellness) for use in team briefings.
    1. Create a new report and add the Sentiments by time content block.
    2. Expand the block and adjust the following settings:
      • Change aggregation to Days.
      • Select the specific Segment (e.g., housekeeping, F&B, wellness) to analyze.
    3. Download, Preview, or Share the report.

  11. Compare hotel performance across different seasons

    Compare review data across the same seasons in different years (e.g., Summer 2023 vs. Summer 2024) to identify recurring pain points and proactively plan for seasonal challenges.
    1. Navigate to the Statistics module.
    2. Select the primary date range and a comparison range to view performance side-by-side.
    3. In General Ratings, select 'Segment Score' and click 'Add' at the bottom of the chart.
    4. Adjust or remove date ranges as needed.
    5. Click 'Analyse' for deeper insights.

  12. Optimize AI response quality and tone in the Reviews Module

    The AI in the Reviews Module determines its writing style based on historical data and user input. Initially, it uses responses previously published by the property on public platforms (e.g., Google, TripAdvisor) as a reference.

    To refine the AI's output:

    • Manual Fine-tuning: Manually adjust or edit AI-generated replies before publishing. The system learns from these edits to adapt to the preferred communication style over time.
    • Style Selection: Users can choose from three distinct reply styles: Professional, Casual, and Bohemian to personalize the tone.