Internal Knowledge Base Version (Detailed Overview)
Plan Type: Advanced 24/7 Guest Support + Full Operational Coordination + PMS/CRM Integration
Price: $7,000/m
Coverage:

• Hotels: Up to 100 rooms

• STR/Airbnb/Vacation Rentals: Up to 40–50 listings

1. PLAN PURPOSE & POSITIONING

The Velocity Plan is designed for operators who need full-scale communication + operational coordination.
This is where Deskline steps into a co-managed operations role, handling tasks that directly impact property turnover, vendor workflows, and internal team efficiency.

Velocity is ideal for:

• Hotels with higher guest throughput

• STR portfolio operators managing dozens of listings

• Businesses requiring daily vendor coordination

• Properties using PMS/CRM systems needing smooth sync

• Clients who want a deeper, more structured, and reliable outsourcing solution

This plan significantly reduces the workload on property managers and owners by absorbing a large portion of operational oversight.

2. TARGET CLIENT PROFILE

Best suited for:

• Hotels around 50–100 rooms

• STR operators managing 40–50 listings

• Property managers coordinating cleaners, maintenance, and turnovers

• Operations teams that need a “remote front desk + operations support”

• Businesses that require professional SOP execution

Key signs this plan fits:

✔ Daily coordination with cleaners or vendors
✔ Frequent operational disruptions
✔ High messaging volume + high call volume
✔ Need for PMS/CRM integration
✔ Scaling portfolio with complex logistics
✔ Need for weekly performance meetings

Velocity is typically the tier used by serious operators looking to eliminate operational chaos.

3. PLAN INCLUSIONS (Detailed Breakdown)

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

Agents manage all guest communications across:

• Email

• OTAs (Airbnb, Booking.com, Agoda, Expedia, VRBO, etc.)

• Live Chat

• Social Media DMs

• Phone (Inbound & Outbound)

This includes handling:

• Booking confirmations

• Guest questions

• Arrival issues

• Emergency call escalations

• Noise/disturbance reports

• Lost guest navigation assistance

Velocity inherits all communication coverage from ASCEND, plus operational depth.

B. Advanced Booking & Reservation Operations

Includes:

• Real-time call and message handling

• Internal coordination for booking overlaps

• Resolving minor OTA discrepancies

• Communicating payment reminders

• Ensuring booking info sync matches SOPs

• Alerting operations team for high-risk guests or overbooking signals

Velocity agents are trained to detect and flag operational issues early.

C. Full Vendor Coordination (CLEANING, MAINTENANCE, TRANSPORT)

This is one of the biggest upgrades.

Deskline coordinates with:

• Cleaners

• Maintenance staff

• Turnover specialists

• Security

• Airport pickup drivers

• On-site staff

Included Vendor Coordination Tasks:

• Sending arrival/departure lists

• Verifying unit readiness

• Reporting guest-caused issues (e.g., damages)

• Coordinating cleaning schedules

• Forwarding maintenance requests

• Ensuring SOP-based follow-up

• Handling last-minute schedule changes

• Confirming turnovers

Vendor dispatching is available but follows property SOP strictly to avoid unauthorized operational decisions.

D. Full PMS/CRM Integration

Velocity includes full integration setup and daily operational sync with systems such as:

• Cloudbeds

• Hostaway

• OwnerRez

• Guesty

• RMS

• Smoobu

• Lodgify

• Custom CRM systems (if supported)

Agents will:

• Cross-check guest info

• Update statuses

• Attach communication logs (if applicable)

• Use PMS-generated templates

• Sync and validate booking information

• Use PMS to verify availability when responding to inquiries

This ensures clean systems, fewer overbookings, and more accurate operations.

E. Custom SOP Development

Velocity includes custom operational workflow building, such as:

• Custom check-in/out flows

• Escalation frameworks

• Local rules

• Guest qualification steps

• Special request handling rules

• Vendor interaction workflows

• Complex portfolio-specific processes

Deskline works with the client to build a customized operational structure unique to their business.

F. KPI Tracking & Optimization

Velocity introduces deeper analytics.

Included KPI tracking:

• Average response times

• First response SLA

• Guest satisfaction trends

• Peak inquiry times

• OTA channel distribution

• Common guest issues

• Operational friction points (cleaners, maintenance delays, etc.)

Clients receive data-backed recommendations to improve operations and reduce inefficiencies.

G. Weekly Success Manager Syncs

Velocity includes a more hands-on success management system:

Weekly meetings include:

• Review of operational incidents

• Review of cleaner/maintenance coordination

• SOP updates

• Problem resolution

• Template refinement

• Reporting analysis

• Portfolio performance summary

This ensures consistent alignment between Deskline and the client’s operations.

H. Advanced Messaging Workflows

Velocity allows setup of automated or manual workflows, such as:

• Pre-arrival automation

• Upsell and add-on messaging

• Post-stay messaging automation

• Maintenance follow-ups

• Reminder systems

• Repeat guest workflows

• Integration-based triggers (via PMS/CRM)

4. LIMITATIONS & NON-INCLUSIONS

Velocity does not include:
⛔ Dedicated team (shared team only)
⛔ Custom API-level integrations
⛔ Multi-brand empire-level support
⛔ Detailed revenue management
⛔ Twice-weekly or daily strategy meetings
⛔ Executive-level reporting dashboards
⛔ On-site staff replacement
⛔ Handling legal disputes or OTA escalations

These capabilities exist in the Pinnacle Plan.

5. KEY OUTCOMES FOR CLIENTS

Velocity clients experience:

• A fully coordinated digital operations team

• Dramatically reduced guest issues

• Streamlined check-in/out flow

• Efficient vendor/cleaner coordination

• Fewer negative reviews due to proactive messaging

• Smooth multi-property operations

• Reliable PMS/CRM synchronization

• Lower operational chaos and fewer last-minute surprises

• Increased guest satisfaction and efficiency

Velocity essentially transforms Deskline into a remote operations department.

6. COMMON UPGRADE TRIGGERS

Clients typically upgrade to Pinnacle when they:

• Scale beyond 100 rooms or 50 listings

• Need a dedicated support team

• Require SLA response guarantees

• Want custom API integrations

• Expand into multi-brand or multi-location operations

• Need more frequent strategy sessions

• Want enterprise-level dashboards and reporting

• Require corporate-level operational stability