📘 DESKLINE 24/7 — ASCEND PLAN

Internal Knowledge Base Version (Detailed Overview)
Plan Type: Mid-Tier 24/7 Guest Support + Phone Handling + Operations Coordination
Price: $4,000/m
Coverage:

• Hotels: Up to 50 rooms

• STR/Airbnb/Vacation Rentals: Up to 20–25 listings

1. PLAN PURPOSE & POSITIONING

The Ascend Plan is Deskline’s mid-tier package designed for hotels and STR operators that receive heavy guest inquiries and require full 24/7 multi-channel support including phone calls.

This plan is ideal for properties that need:

• Real-time, voice-based guest communication

• More structured coordination (check-ins, check-outs)

• Proactive guest engagement

• Deeper insight reporting

• Better control over guest satisfaction

The ASCEND tier adds layers of operational reliability that the Foundation Plan does not cover.

2. TARGET CLIENT PROFILE

Best suited for:

• 20–25 STR listings with moderate to high guest activity

• Hotels with up to 50 rooms

• Businesses with frequent after-hours inquiries

• Properties that cannot afford missed calls

• Operations requiring more structured coordination

Key signs this plan fits:

✔ Guests frequently call for support
✔ High booking volume or high turnover
✔ You need structured check-in/out coordination
✔ You want actual insight into guest satisfaction
✔ Your team is overwhelmed by inquiry volume
✔ You want more reporting visibility

ASCEND is typically the “true operations-ready” plan where Deskline becomes a deeper extension of the property.

3. PLAN INCLUSIONS (Detailed Breakdown)

A. Full 24/7 Multi-Channel Support + Phone Support Included

Agents manage all guest communications across:

• Email

• OTA Messaging (Airbnb, Booking.com, Expedia, VRBO, Agoda)

• Live Chat Widget

• Social Direct Messages

• Phone Calls (Inbound & Outbound)

Phone Support Includes:

• Confirming bookings

• Handling arrival/departure inquiries

• Answering general inquiries

• Assisting lost guests

• Urgent communication forwarding

• Noise or disturbance reports (within guidelines)

• Reaching out to cleaning vendors only for urgent coordination (if allowed by SOP)

Phone support is a major value upgrade and the #1 reason clients move from Foundation to Ascend.

B. Booking & Reservation Operations

Everything in Foundation plus:

• Phone-based confirmations & clarifications

• Real-time modification handling

• Multi-channel inquiry escalation

• Scenario handling for last-minute guest issues

• Push reminders for unpaid reservations (based on client rules)

Still not included:

• Manual rate adjustments

• Overbooking crisis management

• Detailed revenue optimization

C. Full Check-In / Check-Out Coordination

This includes:

• Sending instructions ahead of time

• Handling early check-in/late checkout requests

• Confirming readiness based on existing SOP

• Notifying host/manager for approval-required cases

• Answering arrival-time-related questions

• Day-of-arrival communication flow

This ensures smoother operations and fewer last-minute guest issues.

D. Guest Satisfaction & Proactive Engagement

ASCEND introduces proactive quality checks, including:

• Mid-stay courtesy messages

• After-check-in satisfaction check

• Automated or manual post-stay follow-ups

• Triggering surveys (if enabled)

Purpose:
To catch issues early, reduce negative reviews, and increase positive guest experiences.

E. Complaint Handling (Triage Level)

ASCEND provides complaint triage only.

Included:

• Listening to complaints

• Apologizing + initial de-escalation

• Collecting all details

• Escalating to the manager or owner

• Following SOP-based solutions (if available)

Not included (Velocity & Pinnacle only):

• Vendor dispatch

• Technical troubleshooting

• On-site operations problem solving

• Dispute negotiation with OTAs

ASCEND contains problems — but does not resolve them operationally.

F. Monthly Performance & Insight Reports

Clients receive a monthly report containing:

• Total messages by channel

• Response times

• Guest satisfaction trends

• Common issues

• Booking-related statistics

• Recommendations for improvement

This gives owners performance visibility they don’t get in Foundation.

G. Daily End-of-Shift Reporting (Enhanced)

ASCEND includes a more detailed DES report:

• Guest issues monitored

• Daily inquiries and resolutions

• Pending follow-ups

• Call log summary

• Check-in/out updates

• Any escalations or flagged items

The reporting standard is higher to match the workload.

H. Dedicated Success Manager (Bi-Weekly Check-Ins)

The Success Manager now:

• Holds bi-weekly sync with the client

• Reviews SOP adherence

• Discusses operational improvements

• Adjusts templates or workflows

• Reviews phone call logs

• Ensures guest feedback loops are implemented

More hands-on guidance compared to Foundation.

4. LIMITATIONS & NON-INCLUSIONS

ASCEND does not include:
⛔ Vendor coordination (cleaning, maintenance)
⛔ Full PMS/CRM integration
⛔ Custom automations
⛔ Weekly advanced KPI optimization meetings
⛔ Complex multi-property systems
⛔ Dedicated support team (shared team only)
⛔ API-level integration
⛔ Vendor scheduling or multi-department workflow management

These are only included in Velocity and Pinnacle plans.

5. KEY OUTCOMES FOR CLIENTS

Clients under ASCEND experience:

• Strong 24/7 coverage across all channels, including phone

• Fewer negative reviews due to proactive messaging

• Reduced operational chaos

• Better visibility through reporting

• Faster inquiry response times

• Consistent handling of check-in/out requests

• Higher guest satisfaction

• Smoother operations for managers and owners

ASCEND is the plan where the business starts feeling like they “have a full front desk team.”

6. COMMON UPGRADE TRIGGERS

Clients typically upgrade to VELOCITY when they:

• Add more listings or hotel rooms

• Need vendor coordination

• Want PMS integrations

• Require custom SOP development

• Need advanced automations

• Want stronger operational support

• Want weekly account reviews

• Operate across multiple buildings or complex portfolios

ASCEND is powerful, but it doesn’t replace full operations.