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Your receptionist can always improve. The Chat Quality Criteria and Voice Guest Satisfaction Criteria tell you what’s happening — this guide tells you what to do about it. Here’s a systematic approach to continuously increase the quality of guest interactions.

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The Weekly Review Routine

Set aside 15-30 minutes per week:
1

Check evaluation results

Open History and filter to conversations with “Needs Training” or “Failed” status.
2

Focus on long conversations

Long conversations often indicate the guest isn’t getting the answer they need. Review these first.
3

Note recurring patterns

Are multiple guests asking the same unanswered question? That’s your priority to fix.
4

Update one document or prompt

Make one focused improvement per week. Small, consistent changes compound over time.
5

Test your changes

Ask the same questions that previously failed. Verify the answers improved.

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Common Issues and Fixes

Cause: Information missing from Training Materials. Fix: Add a document covering that topic. See the Document Preparation Guide.
Cause: Document not updated when things changed. Fix: Update the document with current information. If using Notion, re-sync the page.
Cause: Prompt doesn’t specify response length. Fix: Add to your “How they should chat” field: “Keep responses concise — 2-3 sentences for simple questions.” For voice, add to your “How they should talk” field: “Keep every response to 2-3 sentences maximum.”
Cause: Prompt lacks personality guidance. Fix: Add personality traits: “Be warm and conversational, like a friendly concierge who enjoys helping guests.” See the Chat Prompt or Voice Prompt guides for personality templates.
Cause: Knowledge gap + no instruction about uncertainty. Fix: Add a NEVER rule to your prompt: “NEVER make up information. If you’re not certain about something, say so honestly and provide the specific phone number or email for the guest to follow up.”
Cause: Prompt is too long or contradictory. Fix: Simplify your prompt. Remove conflicts. Focus on the 10-15 most important rules. Keep chat prompts under 10,000 characters and voice prompts under 5,000. See Advanced Tips for prompt length guidance.

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Quick Wins

These small changes often have the biggest impact:
  1. Add your top 10 FAQ — Covers the majority of guest questions
  2. Include specific times — Change “Open daily” to “Open 09:00-22:00”
  3. Add contact alternatives — “For reservations, call extension 100 or email reservations@hotel.com”
  4. Include seasonal info — “Pool heated November through March”
  5. Add specific locations — “Located on the ground floor, next to the lobby”