General discovery questions for onboarding kick-off calls
Welcome to your onboarding journey at Cloudbeds! This article provides a set of discovery questions to enhance your experience during the kick-off call with your dedicated onboarding coach.
The Kick-Off Call is not just an introduction to the onboarding process; it also serves as a valuable opportunity for us to understand your needs and expectations better. We will guide you through the process, clarify any questions, and ensure that you feel confident moving forward. By engaging in this discovery phase, we aim to gather essential information that will contribute to a smooth and efficient onboarding experience.
Additionally, this approach demonstrates our commitment to your success and reinforces our genuine interest in helping your property or business thrive.
| Category |
Questions |
| Employees/Contacts |
- How many employees are you working with?
- Do they work in different functions/departments?
- Who are the main points of contact (POCs) and people in charge of setting up different products?
- Are you involved directly in everyday operations?
- Are you going through a busy season in your area now?
- What does your availability look like in the coming days or weeks?
|
| Operations |
- Is your business new, or has it been running for some time?
- What is your check-in and check-out process?
- Contactless?
- Door lock integration?
- Are you doing any pre-arrival or post-checkout email communications with your guests?
- What does your night audit look like?
- What reports do you use for night audits?
- What reports do you need? (Please send copies of reports from your property)
- Do you have any groups?
- If so, how do you manage them (reservations, payments, etc.)?
- Is this your first time using a PMS?
- How are you getting your reservations (past, current, future) into Cloudbeds?
- If you have already agreed to data import, the onboarding coach will confirm this.
- If you have not, the onboarding coach will explain the two options (manual or paid import).
|
| Payments |
- If you have Cloudbeds Payments:
- Confirm that your property knows you have Cloudbeds Payments and what it is for. Also, confirm how many terminals you need.
- Show you where to find the payments section and start the setup, or ask you to complete it before the next meeting.
- All other payment gateways:
- How are you securing/collecting payments from your customers?
- Are you issuing invoices?
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| Online Presence/Integrations |
- Do you have a Google Business Profile?
- If yes, the onboarding coach will explain how we connect to Google Hotel Search (GHS) and what information needs to match. You must have claimed the listing.
- If not, the onboarding coach will show an example and explain the GHS connection.
- Are you on any of the social media platforms like Instagram or Facebook?
- Are you working with any OTAs? If not, are you considering it?
- Can we review your OTA configuration together?
- Do you work with Rate Plans as a strategy? Are you implementing them in your OTAs?
- Are you planning to have any third-party applications to be integrated into your Cloudbeds?
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