Building Standard Operating Procedures

Overview

Save time and improve guest satisfaction with ELEV8 AI's Standard Operating Procedures (SOPs). Automate responses to common guest inquiries and ensure consistent service by defining how ELEV8 AI handles different situations.

Getting Started with SOPs

To begin, navigate to the SOPs section within ELEV8 AI. You'll find pre-filled SOP templates for common scenarios.

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Edit SOPs for different reservation phases using the pen icon. All phases are active by default; selecting one makes it inactive.

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Understanding and Writing Effective SOPs

SOPs provide short, structured, rule-based instructions that define actions ELEV8 AI should take in specific guest situations. These are not sample messages (those are handled in Conversation Preferences).

When creating SOPs, keep them concise (600 characters or less). Focus on the action ELEV8 AI should take. Start with "If a guest…" and clearly define ELEV8 AI's action, including rules and parameters. Maintain a neutral tone and avoid message styling. Ensure SOPs align with ELEV8 AI's capabilities.

For example: "If a guest reports the Wi-Fi is not working, tell them to restart the router using the switch in the cabinet above the fridge. If the issue persists, escalate to the host." This example is effective because it clearly defines the guest's issue (Wi-Fi not working), provides a specific solution (restarting the router), and includes an escalation path (contacting the host) if the problem remains unresolved.

ELEV8 AI Capabilities and Limitations

Capabilities

Limitations