Project Setup
Your working profile for this Advisory & Coaching project.
Upload Reviews — CSV or Excel
Extranet → Reviews → Export (CSV), or your own tracking workbook (XLSX). Parsed entirely in your browser — nothing is uploaded anywhere.
▶ New to this? Watch: how to download your reviews from Booking.com Extranet's Guest Review tab
If the video doesn't load above, open it directly in Google Drive.
Direct Competitors
Name your competitors once — updates everywhere below automatically.
1.3 Guest Review Score Performance — Initial Snapshot
Direct-competition snapshot as at a given date.
| Measurement | Our Hotel | Competitor A | Competitor B | Competitor C | Competitor D |
|---|---|---|---|---|---|
| Guest Review Score | |||||
| Total Reviews |
1.3 Direct Competition Analysis — Strengths
What each hotel is praised for. Add as many rows as you have points to compare — each row is one short point, so nothing needs to scroll and everything prints in full.
| # | Our Hotel | Competitor A | Competitor B | Competitor C | Competitor D |
|---|
1.3 Direct Competition Analysis — Weaknesses
Each hotel's own weaknesses, point by point.
| # | Our Hotel | Competitor A | Competitor B | Competitor C | Competitor D |
|---|
Competition Performance Dashboard
Recurring snapshots — add a new dated row each time you re-check.
| Date | Our Score | Our Reviews | Competitor A Score | Competitor A Reviews | Competitor B Score | Competitor B Reviews | Competitor C Score | Competitor C Reviews | Competitor D Score | Competitor D Reviews |
|---|
2.2 Guest Review Score Enhancement Indicators — Progress & Impact
Month / Existing / Target / Actual — Score and Reviews, plus proposed actions.
| Month | Existing Score | Target Score | Actual Score | Existing Reviews | Target Reviews | Actual Reviews | Proposed Actions |
|---|
2.3 Actionable Strategies to Improve Guest Review Score
Hotel-specific strategies beyond the monthly indicator table above.
Overview of 8 Specific Action Steps
Preserved exactly from the Toolkit; Owner/Status/Notes are operational fields to make it a working checklist.
| # | Action Step | PIC | Status | Notes |
|---|
3.1 Booking.com Room List
The three reinforcement tools required for Action Step 1 are brought together here: Reinforcement — 1 Daily Summary Report, Reinforcement — 3A Booking.com Room List, and Reinforcement — 3B Expanded / Reinforced Room List.
Reinforcement — 1: Daily Summary Report
| Date | Booking.com | Agoda.com | Trip.com | Tiket.com | Traveloka.com | Expedia.com | Other OTA | Direct Booking | Walk in | Total Rooms |
|---|
Reinforcement — 3A: Booking.com Room List
Need more than the categories shown? Add as many as your hotel actually has.
| Room Category | Booking.com Room | Finalized Room Numbers |
|---|
Reinforcement — 3B: Expanded / Reinforced Room List
Base Rooms is pulled automatically from Reinforcement — 3A above — enter Additional Rooms only. Only categories with a Booking.com Room count entered in 3A appear here; unused categories are hidden automatically.
| Room Category | Base Rooms | Additional Rooms | Reinforced Total | Finalized Room Numbers |
|---|---|---|---|---|
| Total | 0 | 0 | 0 |
3.2 Customized Scripts and Templates
Use Script 1+2 for a happy guest (Steps 1–6). Use Script 3 for a guest with a complaint (Steps 1–4). Where two options are shown, say either one — not both.
Script 1 — Positive Guest, Part A (Steps 1–3)
| Step | Option 1 | Option 2 |
|---|---|---|
| Step 1 Direct Statement | I am sure you have a memorable stay with us | I believe you have enjoyed your stay in our hotel |
| Step 2 Positive Feedback | Glad to know that you have a memorable stay | Happy to hear that you enjoyed your stay |
| Step 3 Secure Review | By the way, would it be possible to give us a 10 point review? | We would truly appreciate if you could provide us a 10-point review [on Booking.com platform] |
[ Either Option 1 or Option 2 for each step ]
Script 2 — Positive Guest, Part B (Steps 4–6)
| Step | Option 1 | Option 2 |
|---|---|---|
| Step 4 Quick Demonstration (always used) | Please allow me to show you how to do it | It will only take one minute |
| Step 5 Show Appreciation | Thank you very much for your review and kind support | Have a great day ahead |
| Step 6 Show Understanding | Totally understand | I will WhatsApp you a gentle reminder later. Thank you very much and have a great day ahead |
Step 4: say both lines together. [ Choose EITHER the whole of Step 5 OR the whole of Step 6, not both ]
Script 3 — Guest with a Complaint (Steps 1–4)
| Step | Option 1 | Option 2 |
|---|---|---|
| Step 1 Direct Statement | I am sure you have a memorable stay with us | I believe you have enjoyed your stay in our hotel |
| Step 2 Negative Feedback | I am truly sorry that ______ [fill in the specific issue] | I sincerely apologize for the inconvenience caused |
| Step 3 Address Concern | Please allow me to record your concern for our immediate action | Please allow me to take note of the issue for our immediate action |
| Step 4 Show Appreciation | Thank you very much for bringing this to our attention | It is our policy to take immediate action to ensure that this will not happen again. Have a great day ahead |
[ Either Option 1 or Option 2 for each step ] — after this, open the Guest Incident Report tool further down this tab
Follow-Through Prompter & Call Scripts
Reference scripts for the 3-day follow-through — Prompter 1 always used, Prompter 2 optional; choose either Call 1 or Call 2.
| Message | Script Text |
|---|---|
| Prompter 1 | Dear Mr./Ms. ___, We truly appreciate your stay with [Hotel Name]. This is a gentle reminder to provide us a 10 point review on your Booking.com app. Thank you very much for your support. |
| Prompter 2 [Optional] | Dear Mr./Ms. ___, I am totally aware that you are very busy. However, would it be possible for you to take a minute of your time to give us a 10 point review on your Booking.com app? Thank you very much for your support. |
| Call 1 | Good afternoon Mr./Ms. ___. I am [Name] from [Hotel Name] [Sorry to bother you]. Just giving you a gentle reminder to provide us a 10 point review on your Booking.com app. Thank you very much for your support. |
| Call 2 | Good afternoon Mr./Ms. ___. I am [Name] from [Hotel Name] [Sorry to bother you]. Would it be possible for you to take a minute of your time to give us a 10 point review on your Booking.com app? Thank you very much for your support. |
Guest Incident Report — Standalone Tool
Designed for Front Office / Guest Service staff to use face-to-face with a dissatisfied guest, on the spot — letting the guest fully express their concern and sign this record lowers the chance they instead post it as a public review on Booking.com. It is also the hotel's own opportunity to see exactly what went wrong. Submit to management as and when the hotel team deems necessary; escalated cases should reach the CEO the same day, per below.
CEO submission target: 6:00 PM daily for immediate action
Optional — shows on this report when printed, so it carries your own hotel's branding rather than FrankieKnowledge's.
Print/Save PDF captures this one report as-is — fill it in digitally first, or print it blank and keep paper copies at the front desk for handwritten use if a device isn't on hand. "Save to Log" archives this incident into the list below and clears the form so you're ready for the next one — build up a full history, then export it all to CSV at once.
Guest Incident Log
Every incident saved via "Save to Log" above appears here.
No incidents saved yet — fill in the report above, then click "Save to Log & Start New Incident."
Report Control
Guest & Reservation Details
Incident & Guest Feedback
Investigation & Corrective Action
Closure Checklist
Guest Acknowledgement & Signature
The guest may sign with a finger, stylus, or mouse. This acknowledges the record — it doesn't necessarily mean agreement with every statement.
Signature required
Hotel Officer Acknowledgement & Signature
Signature required
Signatures are stored as an image within this report, in this browser. For higher legal/compliance needs, connect this workflow to your approved e-signature provider and document-retention policy.
4. Tracking
3.3 Daily Booking.com Guest Review Score Monitoring Chart is below in two forms: a manual daily key-in version, and an auto-generated version built from your uploaded reviews. Booking.com Room List, Guest Incident Report, Exception Report, and Follow-Through Schedule follow next.
3.3 Daily Monitoring Chart — Manual Daily Key-In
Type in Actual Reviews and Negative Reviews each day — everything else calculates itself.
| Day | Daily KPIs | Actual Reviews | Daily Deviation | Accumulated KPIs | Accumulated Reviews | Accumulated Deviation | Negative Reviews | Accumulated -Ve Reviews |
|---|
Auto-Generated — Based on Uploaded Reviews
Built automatically from the reviews you uploaded on the Dashboard tab — no manual entry needed.
No reviews uploaded yet — go to the Dashboard tab and upload your reviews CSV/Excel file first.
6. Implementation Action Plan — Section A: Application Areas
List the specific modules / topics identified for immediate application.
Section B: Benefit Statements
Key benefits upon successful completion — must relate directly to the application areas in Section A.
Section C: Scheduled Initiatives
Specific initiatives planned to achieve the desired results.
| Application Areas | Time Line | Support Required | Challenges / Solutions / Feedback on Results |
|---|
Section D: Confirmation of Implementation Action Plan
Must be completed before commencement. Participant states commitment; Project Champion states endorsement.
| Name | Signature | Date | |
|---|---|---|---|
| Participant | |||
| Project Champion |
Section E: Participant Feedback
Upon completion of the Implementation Action Plan, participant provides summary feedback.
Section F: Project Champion Feedback
Upon completion, Project Champion provides observation feedback.
7. Project Evaluation Report
Overall assessment of the level of achievement of the Advisory and Coaching Project.
Project Evaluation Report — Sections A & B
Project Evaluation Report — Sections C & D
Project Evaluation Report — Sections E & F
Additional Supporting Information and Attachments (optional)
5. Feedback
The Daily Booking.com Guest Review Exception Report lives here — the record of negative reviews received, prepared for the CEO and Top Management. (Looking for the Guest Incident Report? It's now in Tab 3 · Action Steps, as the standalone face-to-face tool it's designed to be.)
Daily Booking.com Guest Review Exception Report
Log every negative review received — if more than one lands on the same day, add an entry for each so all of it is presented together for the CEO / Top Management, without needing to scroll sideways to read it.
Both options work side by side — export to CSV/Excel for tracking many entries over time, or print/save as PDF (in the app header above) for a formal record.
No entries yet — click "+ Add Entry" above to log a negative review.