Purpose
To provide all Me Host team members with a clear understanding of how Breezeway Assist operates, what responsibilities are managed by Assist, what remains an internal responsibility, and how information flows between departments to ensure a consistent guest experience.
This article also establishes the standard workflow for guest communication and issue resolution.
Overview
Breezeway Assist is Me Host's dedicated 24/7 guest communication partner.
Assist becomes the first point of contact for guest communication and phone support while internal teams focus on operational execution, homeowner relationships and commercial decision-making.
This operating model allows Me Host to provide professional guest support around the clock while ensuring internal departments focus on higher-value responsibilities.
Breezeway Assist Responsibilities
Assist is responsible for:
- Guest messaging.
- Guest phone support.
- Responding to guest enquiries.
- Following documented SOPs.
- Creating operational tasks.
- Escalating issues to the appropriate department.
- Communicating updates back to guests.
- Following up with guests until issues are resolved.
⚠️ Warning
Assist does not make commercial decisions unless specifically authorised.
Examples include:
- Refund approvals.
- Guest compensation.
- Booking approvals.
- Guest screening.
- Payment exceptions.
These remain internal responsibilities.
Department Responsibilities
Breezeway Assist
Owns:
- Guest communication.
- Phone support.
- Escalations.
- Guest follow-up.
- Task creation.
Operations
Owns:
- Cleaning.
- Maintenance.
- Property inspections.
- Property quality.
- Resolving operational issues.
- Updating Breezeway tasks once work is completed.
Commercial Operations
Owns:
- Guest screening.
- Booking approvals.
- Refund approvals.
- Payment exceptions.
- OTA commercial escalations.
- Reservation alterations requiring approval.
Owner Relationship
Owns:
- Homeowner communication.
- Claims.
- Review management.
- Review disputes.
- Reputation reporting.
- Quarterly reviews.
- Homeowner protection.
Standard Escalation Workflow
Every operational issue should follow the same workflow.
This workflow ensures:
- Guests receive continuous communication.
- Operations focuses on resolving issues.
- Communication remains consistent.
- No duplicate communication occurs.
Updating Breezeway Tasks
Once an issue has been resolved, Operations should update the Breezeway task with enough information for Assist to communicate confidently with the guest.
Every update should include:
-
What action was taken
e.g. Maintenance reset the electrical breaker. -
Current status - Whether the issue has been fully resolved
e.g. Air conditioning has been tested and is now operating correctly. -
Information for the guest - Any information or instructions that should be shared with the guest
e.g. Please advise the guest that the system may take approximately 20 minutes to cool the apartment. -
Further follow-up - Whether additional follow-up is still requiered
e.g. No further action required or Electrician returning tomorrow morning.
💡 Tip:
❌ Poor Update
Completed.
✅ Good Update
Maintenance attended the property, reset the electrical breaker and confirmed the air conditioning is operating correctly. Please advise the guest that cooling may take approximately 20 minutes. No further follow-up is required.
Assist Service Standards (KPIs)
During normal operating hours, Assist agents work towards the following minimum performance standards.
Initial Guest Response Times
Target: 7 minutes
This is an operational target rather than a guaranteed maximum response time.
Response times are monitored in real time and may vary depending on message volume, staffing, urgency and queue conditions. Guests will often receive a faster response during normal operating periods.
Urgent matters are prioritised, including:
- Property access issues
- Safety concerns
- Active property damage
- Highly escalated guest situations
Breezeway balances response speed with accuracy and resolution quality. The objective is to provide a timely and helpful response that follows Me Host’s documented procedures—not simply a quick acknowledgement that fails to progress the enquiry.
📌 Note:
Most Breezeway Assist partners are based in the United States. Australian peak hours may therefore coincide with lower-volume periods for many North American clients. During implementation, Breezeway will review Me Host’s expected message volume, peak hours, seasonality and service requirements to plan appropriate coverage.
Average Handle Time
Target: Less than 4 minutes.
This measures the average amount of time an agent spends handling each guest interaction.
Quality Evaluation Score
Target: 85% or higher.
Conversations are regularly reviewed to ensure agents:
- Follow Me Host SOPs.
- Provide accurate information.
- Escalate correctly.
- Maintain a professional tone.
After Contact Work
Target: Less than 3%.
Agents should spend minimal time completing administration after each conversation so they remain available to assist additional guests.
Resolution Times
Assist does not guarantee issue resolution within a specific timeframe.
This is because resolution often depends on:
- Operations.
- Contractors.
- Vendors.
- Building Management.
- The urgency of the issue.
Instead, Assist commits to maintaining communication with the guest while the issue is being resolved.
Guiding Principle
Assist owns communication.
Operations owns resolution.
Commercial Operations owns commercial decisions.
Owner Relationship owns homeowner protection.
Each department focuses on what it does best while working together to deliver an exceptional guest experience.
💡 Tip:
Me Host Communication Principle
Guests should never have to wonder if someone is looking after them.
Even when an issue cannot be resolved immediately, Breezeway Assist will continue communicating with the guest while Operations, Commercial Operations or Owner Relationship work towards a resolution.
Clear communication builds confidence. Timely resolution builds trust.
Summary
Breezeway Assist allows Me Host to provide professional guest communication 24 hours a day while internal teams focus on operational excellence, commercial decision-making and homeowner relationships.
By following this operating model:
- Guests receive faster communication.
- Operations focuses on resolving issues.
- Commercial decisions remain internal.
- Homeowners receive better protection and reporting.
- Departments operate with clear ownership and accountability.
This collaborative approach ensures every guest receives timely communication while allowing each department to contribute according to its expertise.