One journey, one owner, one measure, thirty days.
We don’t roll Azulo out across the whole hotel in one go. One journey, done well, proves something in thirty days; three run at once prove nothing in three months.
Two ways to start
| On your own | With support | |
|---|---|---|
| Who it’s for | The hotel that wants to try it by itself | Groups, and hotels that prefer to be supported |
| The plan | 14 days of Starter Desk | A paid 30-day pilot, on Starter Desk |
| The journey | You choose it when you sign up | We choose it together, after an initial conversation about your hotel |
| What you need to have ready | A bank card and your WhatsApp Business account | A named owner and a measure agreed together |
| Try it for 14 days | Talk to the team |
The steps
- 01
Choose a journey.
Pick the one you could give three examples of from last week. Just one: the others will follow.
- 02
Appoint an owner.
Someone who can give instructions to each of the teams involved, often the quality manager or the operations director. If nobody has that authority, we start with a journey that stays at reception.
- 03
Decide what stops.
The day the Desk takes over, something stops: the team’s WhatsApp group, the logbook, a phone number. It’s for your management to announce it, not us, and that’s what makes habits really change.
- 04
Connect WhatsApp.
The Desk is up and running as soon as your WhatsApp Business account is connected, and it answers well once your information, services and opening hours are filled in. QR codes, the link in the confirmation email and your website can come afterwards.
- 05
Four actions to learn.
No classroom training: each head of department shows their team four actions. Create a task, take it on, close it, flag a blocker.
- 06
A weekly check-in.
On the supported plan, the owner and the manager receive a report every week from day seven. The sponsor reviews progress with us once a month for the first three months.
- 07
After thirty days: one measure, one decision.
It’s the measure set at the start that decides; the other figures are there for context.
- 08
And then.
When your journeys start to depend on one another, for example a complaint that leads to a repair, it’s time to move to Pro Desk. In a group, it’s the next hotel’s turn.
Questions
We already use WhatsApp.
So do your guests, which is exactly why we start there. WhatsApp carries the message, but it doesn’t say who is dealing with it, where the request has got to, or whether it has been dealt with. That’s what the Desk adds.
We’ve already tried a chatbot.
A chatbot replies. The Desk replies too, but above all it passes on to the right person whatever it can’t sort out itself, and follows the request through to the end.
Our welcome has to stay human.
It will. You decide what the Desk knows and what it passes on; complaints and delicate situations always go through a person.
My team won’t want another tool.
That’s the real risk, and we deal with it from the start: a single journey, an owner, and an old channel that is switched off the day the Desk takes over. If nobody can drive that change in your hotel, we’ll tell you in our first conversation.