The Guest Relations Department at Hosteeva is responsible for generating Monthly Area Reports to analyze reputation issues and provide data insights for specific areas. These reports are created using the Hosteeva System for data extraction and Canva for presentation design. This guide outlines the step-by-step process to assist new employees in creating these reports professionally and efficiently.

Overview of Monthly Area Reports

Purpose:

• Analyze reputation issues across different areas.

• Provide insights to support general management and area-specific strategies.

Tools Used:

1. Hosteeva System for data gathering.

2. Canva for designing professional presentations.

Step-by-Step Guide

Slide 1: Reservations and Challenging Cases

The first slide highlights:

• Total Number of Reservations.

• Total Number of Challenging Cases.

• Month-over-month data comparison.

Step 1: Retrieve Total Number of Reservations

1. Navigate to the Reservations tab in the Hosteeva System.

2. Select the preferred dates for the reporting month.

3. Select the “Check out” filter

4. Under the "More" button, choose the desired city/area.

5. From the All Services dropdown, select “Managed.”

6. In the All Statuses dropdown, deselect “Canceled” and “No Show.”

7. Click Filter to generate the list of completed stays.

8. The number displayed under “Search Results” is the Total Number of Reservations for the selected period. (See below screenshots)

Step 2: Retrieve Total Number of Challenging Cases

1. Using the existing filter:

• Click “More” and open the All Challenging Categories dropdown.

• Select:

  • Urgent Challenge

  • Challenging

  • Attention Needed

• From the All Challenging Statuses dropdown, select “Solved.”

The number displayed under “Search Results” is the Total Number of Solved Challenging Cases for the selected period. 

Step 3: Calculate and Compare the Percentage

• Use the formula:

• Compare this percentage with the previous month to highlight trends.

Step 4: Create a Pie Chart in Canva

1. Open Canva and go to the Elements tab.

2. Scroll down to the Charts section.

3. Select Pie Chart and add it to the slide.

Step 5: Add Challenging Reasons Data

1. In the Hosteeva System, refine the existing filter:

• Click “More” and select each type from the All Challenging Reasons dropdown individually.

Record the data for each reason/type.

To input data into the pie chart in Canva:

1. Click on the pie chart.

2. Select “Data.”

3. Enter the information in the provided table format.

Additional Tips

• Ensure accuracy in data extraction by carefully applying filters.

• Double-check data consistency when comparing with previous months.

• Use Canva templates to maintain a professional and branded design.

• Include relevant insights and actionable recommendations alongside raw data.

Sharing the List of Solved Cases with Area Managers

After analyzing the data, it is essential to share the list of solved cases with the relevant area’s manager and team. Follow these steps to ensure accurate data sharing and collaboration:

Step 1: Access the Appropriate Folder in Google Drive

1. Open Google Drive and navigate to the REPUTATION folder.

2. Locate the folder named after the current year.

3. Within this folder, select the Monthly Reports folder.

4. Open the Area Reports folder and choose the relevant month and area for which you’re creating the report

Step 2: Create a Shared Google Sheet

1. In the selected area’s folder, create a new Google Sheet to compile the solved case data, as well as other data necessary for the report.

2. Name the Google Sheet appropriately (e.g., "MB October Report").

Step 3: Export Data from Hosteeva System

1. In the Hosteeva System, use the already applied filter for solved cases within the given dates.

2. Download the filtered data to your PC in CSV format.

Step 4: Transfer Data to the Google Sheet

1. Open the downloaded CSV file in Excel or another spreadsheet program.

2. Copy the relevant data from the file.

3. Paste the data into the first page of the newly created Google Sheet.

Step 5: Add the Link to Your Presentation

1. Return to the presentation on the Canva Platform.

2. Go to the slide dedicated to Solved Cases or relevant data sharing.

3. Paste the copied link into the slide.

4. Edit the link name to display a clear and professional text, such as:

• "Click Here for Solved Case Data - [Area Name]"

Tips for Sharing Data

• Ensure that the Google Sheet permissions are set to the appropriate access level (view-only or editable).

• Verify the link on Canva to confirm it redirects correctly to the shared sheet.

• Clearly label each tab or section of the Google Sheet to improve navigation for team members.

• Include a summary or key insights on the presentation slide to provide context for the shared data.

By following these steps, the process of sharing solved case data becomes efficient, organized, and accessible to all relevant stakeholders.

Slide 2. Work Orders

The second slide in the Monthly Area Report provides insights into:

1. Total Number of Work Orders.

2. Completed Work Orders.

3. Average Work Order Completion Time.

This data is crucial for understanding operational efficiency and areas for improvement.

Step 1: Retrieve Data from the Hosteeva System

1. Access the Maintenance Section:

• Navigate to the Maintenance section in the Hosteeva System.

Set Date Range:

• Enter the dates for the reporting month.

Adjust Status Filters:

• In the Status Bar, deselect:

  • “On Hold”

  • “Draft.”

Select Relevant Area:

• Click the “More” button and choose the required city/area.

Filter for Managed Services:

• From the All Services dropdown, select “Managed.”

• Click Filter to view the data.

Step 2: Calculate the Total and Completed Work Orders

• Use the data displayed in the system's upper ribbon to calculate:

1. Total Work Orders:

• Add the numbers for:

  • All Maintenance.

  • Housekeeping.

  • Pest Control.

  • Missing Amenity.

  • Guest Recommendation.

Completed Work Orders:

• Add the numbers for:

  • Completed Maintenance.

  • Housekeeping.

  • Pest Control.

  • Missing Amenity.

  • Guest Recommendation.

Step 3: Compare with Previous Month

• Insert the data into your presentation slide and compare it with the previous month to highlight trends (e.g., increase or decrease in work orders).

Step 4: Export Data for Analysis

1. Export the filtered data to your PC in CSV format.

2. Open the file and:

• Copy the Duration column.

• Paste it into an AI tool to calculate the Average Work Order Completion Time.

Step 5: Visualize the Data

1. Create a Pie Chart:

• In Canva, go to Elements → Charts → Pie Chart.

• Add data for various categories/types of work orders (e.g., Maintenance, Housekeeping, etc.).

Identify Most Recurring Types of Work Orders:

• Copy the relevant column data into an AI tool to determine the most common work order types.

• Include these insights in your slide.

Step 6: Share the Work Orders Data

Follow Step 3 through Step 5 from Slide 1 for sharing solved case data:

1. In the Created  Google Sheet add a new page/sheet..

2. Paste the data from the exported CSV file into the sheet.

3. Share the Google Sheet link with relevant permissions.

4. Add the link to the Canva slide with a clear label, such as:

• "Work Orders."

Tips for Creating Slide 2

• Highlight notable trends (e.g., a significant decrease in completion time or recurring issues).

• Use visual elements like pie charts and graphs to make the data more engaging.

• Provide actionable insights alongside raw data to support managerial decisions.

By following these steps, the Work Orders slide will provide a comprehensive and visually appealing summary of operational performance.

Slide 3. Work Orders overview per property group

This slide focuses on the overview of Work Orders at the property level, showcasing insights into which properties and/or groups require the most attention.

Step 1: Retrieve Data from Hosteeva System

1. In the Hosteeva System, navigate to the Maintenance section.

2. Use the previously applied filters:

• Dates: Selected month.

• City/Area: Relevant location.

• Status: Excluding "On Hold" and "Draft."

Under the Property Group dropdown, select all properties within the relevant group.

Step 2: Calculate Total Work Orders for the Property Group

1. Add up the numbers for all properties within the selected group to calculate the total number of Work Orders.

2. Insert this data into your presentation slide.

Step 3: Create a Pie Chart

1. Open Canva and go to Elements → Charts → Pie Chart.

2. Visualize the data to display:

• Property Groups with the highest Work Order percentage.

Step 4: Analyze the Most Recurring Properties

1. From the previously downloaded Excel document for Maintenance Work Orders:

• Copy the columns:

  • Property.

  • Title.

  • Status.

  • Address.

• Paste this data into a new page in your Google Sheet.

Copy the Property column into an AI tool to identify the most frequently recurring properties in the dataset.

Step 5: Share Problematic Units Data

1. Add a New Page in the Google Sheet:

• Name it Problematic Units.

Filter Data for Problematic Properties:

• Copy the name of each problematic property.

• Use the Property column from the “Work Orders” page to filter and retrieve detailed data for each problematic property.

• Paste this data into the Problematic Units page.

Share the Google Sheet Link:

• Follow Step 3 through Step 5 from Slide 1 to adjust permissions and share the document.

Add the link to your Canva slide with a clear label, such as:

• "Problematic Units."

Slide 4. Problematic Properties’ overview 

This slide focuses on identifying key recurring issues for the problematic properties identified in Slide 3.

Step 1: Retrieve and Analyze Data

1. Open the Problematic Units page in your Google Sheet.

2. Freeze the First Row:

• To keep column headers visible for easy reference.

Apply a Filter:

• Use the filter to analyze data from the Title column and identify the most recurring issues.

Step 2: Transfer Insights to Canva (as shown in the screenshot on previous page)

1. Organize recurring issues into categories (e.g., maintenance types, guest-related concerns, etc.).

2. Visualize the data using:

• Bar graphs for frequency.

• Lists or bullet points for key findings.

Ensure the slide highlights actionable insights, such as:

• Most common issues.

• Properties requiring immediate attention.

Slide 5. Reviews Overview per Channel

This slide provides a comprehensive summary of the total received and replied reviews per channel (e.g., Airbnb, Booking.com, Expedia, Vrbo) for the area during the reporting month. It also categorizes reviews by their type (Excellent, Good, Okay, Bad, Poor).

Step 1: Retrieve Data from the Hosteeva System

1. Navigate to the Reviews Tab:

• Go to Reviews → All Reviews in the Hosteeva System.

Apply Filters:

• Select the date range for the reporting month.

• Choose the relevant city/area.

• Specify the Service Type (e.g., Managed).

• Under All Listing Sources, select the specific channel (e.g., Airbnb, Booking.com, Expedia, Vrbo).

Collect and Record Data:

• Note the total number of received reviews and replied reviews for each channel.

Step 2: Create a Table in Canva

1. Design a Table Layout:

• Include columns for:

  • Channel (e.g., Airbnb, Booking, etc.).

  • Previous Month.

  • Current Month.

• Insert the collected data into the table on your Canva slide.

Step 3: Retrieve Breakdown of Review Types

1. Export Data from Hosteeva:

• With the applied filters, download the filtered data in CSV format.

Transfer Data to Google Sheets:

• Open the CSV file and copy the relevant data.

• Paste it into a new page in your Google Sheet.

• Name the page appropriately, e.g., “OBP Reviews on Airbnb.”

Categorize Reviews by Type:

• Freeze the first row in the Google Sheet for easy navigation.

• Use the “Reviews Total Score” column to filter reviews:

  • 5 stars for Excellent.

  • 4 stars for Good.

  • 3 stars for Okay.

  • 2 stars for Bad.

  • 1 star for Poor.

• Count the total for each category and insert this data into the table on Canva.

Filter for Negative Reviews Only:

• Keep only reviews rated 3 stars or below (Okay, Bad, Poor).

• Save this filtered list in your Google Sheet.

Step 4: Add Links to the Presentation

1. Copy the Google Sheet Link:

• Ensure permissions are set to allow relevant stakeholders access.

Paste the Link into Canva:

• Add the link to your slide and name it appropriately, e.g.:

  • "Click Here for Airbnb Reviews Data - [Area Name]."

Step 5: Repeat the Process for Other Channels

1. For Booking.com and Expedia:

• Repeat Steps 1 through 4.

For Vrbo:

• Use the daily document for the reporting month.

• Apply filters for:

  • Action: Select Review.

  • Location: Choose the relevant city/area.

  • Channel: Select Vrbo.

• Extract data and follow the same procedure to insert it into the Canva presentation.

• Dedicate a separate page in the presentation to Negative reviews from each channel (Slides 6, 7, and 9) 

Slide 10. Repeat the same procedure in Slide 5 for Surveys Overview

Slides 11-12. Airbnb accounts Overview

This slide presents a summary of Airbnb accounts for the specific location as of the presentation's creation date. The data includes the total number of reviews and the current overall account score for each Airbnb account.

Step 1: Access Data in the Hosteeva System

1. Navigate to the Reviews Tab:

• Go to Reviews → All Reviews in the Hosteeva System.

Apply Previously Used Filters:

• Ensure filters for date range, city/area, and service type are still active.

Search by Account Name:

• In the “All Airbnb Accounts” tab within the “More” section, paste the name of the Airbnb account for the specific location.

Step 2: Set the Date Range

1. Set the start date to January 1st of the current year to capture all reviews for the year to date.

2. The system will display:

• The Overall Account Score.

• The Review Count.

Step 3: Record Data

1. Create a table in the Canva slide with the following columns:

• Airbnb Account Name.

• Total Number of Reviews.

• Current Overall Score.

For each Airbnb account in the specific location:

• Retrieve the score and review count from the Hosteeva system.

• Add the data to the corresponding columns in the table.

Step 4: Repeat the Process for All Accounts

1. Go through the list of all Airbnb accounts for the specific location.

2. Record the data for each account in the same format.

Slide 13. Properties with Lowest Scores on Booking.com

This slide showcases the properties with the lowest scores on booking.com. To retrieve this data, we must return to the Hosteeva system’s Review page and just switch the channel to booking.com from the “All Listing Sources” tab. Then, export the Excel file and put a filter on it, from the Overall Score column, Select all the scores below 7*

Slide 14. Removed Reviews

This slide provides an overview of reviews removed during the month, broken down by guest and channel (e.g., Airbnb, Booking.com, Expedia, Vrbo). This data helps highlight resolved cases that resulted in the removal of reviews, contributing to improved account reputation.

Step 1: Retrieve Data from the Daily Document

1. Access the Daily Document:

• Open the shared daily document for the relevant month.

Filter for Removed Reviews:

• In the “Action” column, apply the filter for “removed review.”

• In the “Location” column, filter for the specific city/area relevant to the report.

Step 2: Organize the Data

1. Create a table in your Canva slide with the following columns:

• Guest Name.

• Channel (e.g., Airbnb, Booking.com, etc.).

• Reason for Removal (if applicable).

Copy the filtered data from the daily document into the table.

Step 3: Insert Data into the Presentation

1. Add the Table:

• Use a clean and professional table format to display:

  • Guest Name associated with the removed review.

  • Channel on which the review was posted.

  • Optional: A column summarizing the reason for the removal (e.g., resolved dispute, policy violation, etc.).

Slide 15. Reviews Overview per Other Channels

This slide provides an overview of review scores from additional channels such as Google, Tripadvisor, Marriott, Trustpilot, BBB, and Yelp. These channels offer further insights into guest satisfaction and property reputation. Please note that these total scores are for all the locations, not one specific location, but Hosteeva properties overall.

(*ask the Guest Relations Manager Ani or Specialist Vardges how to retrieve this information)

Step 1: Retrieve Data

1. Consult Relevant Team Members:

• Reach out to the Guest Relations Manager (Ani) or Specialist (Vardges) for guidance on how to access this data for each platform.

Compile Data:

• Gather overall review scores and the total number of reviews for the reporting month across the specified channels.

Step 2: Organize and Present the Data

1. Create a Table or Chart:

• Include columns for:

  • Channel Name (e.g., Google, Tripadvisor, etc.).

  • Total Reviews Received during the month.

  • Overall Score for each platform.

Use Canva’s bar chart or table feature to showcase the information clearly.

Highlight Trends:

• Mention if scores improved or declined compared to the previous month.

Slide 16-17. Revenue / Refund Analysis

Slide 16: Revenue Overview

1. Retrieve Total Revenue:

• Go to the Reservations tab in the Hosteeva system:

  • Input the dates for the reporting month.

  • Select check-out as the filter.

  • Filter by city/area and Managed Service Type from the “More” section.

  • The “Income” amount in the ribbon below represents the total revenue for the selected period.

1. Compare Revenue:

• Compare the total revenue with the previous month.

• Calculate and mention the percentage difference.

Slide 17: Refund Overview

1. Retrieve Refund Data:

• Open the daily document and go to the “compensation” page.

• Filter for the relevant city/area to find:

  • Total refund amount.

  • Travel vouchers.

  • Future stay discounts.

1. Comparison:

• Compare the refund amount with the previous month and calculate the percentage difference.

Calculate Refund Percentage:

• Determine the percentage of refunds relative to the total revenue.

Refunds for Review Removal:

• Use the daily document:

  • Filter the Location column for the relevant city.

  • Filter the Review column for “removed review.”

  • Note the refund amount for removed reviews.

Slide 17: Breakdown of Refund Reasons

1. Retrieve Refund Reasons Data:

• In the daily document:

  • Filter the Location column for the relevant city/area.

  • Filter the Resolution column for “Refunded.”

  • Filter the Reason column for each reason (e.g., Maintenance, Housekeeping, etc.).

• Add up the numbers for each reason.

1. Create a Linear Chart:

• Transfer the data to Canva and use a linear chart to display the refund breakdown by reason.

Slide 18. Exceptional Efforts Recognized for & Things we can do better as a team

1. Exceptional Efforts:

• Highlight specific achievements or commendable actions by the team during the month. Examples include:

  • Swift resolution of challenging cases.

  • Positive guest feedback.

  • Notable improvements in response times.

Areas for Improvement:

• Identify areas that need more focus, such as:

  • Addressing recurring issues.

  • Improving response rates for certain channels.

  • Enhancing coordination with local teams.

Slide 20. Special Cases

Highlight Unique Cases:

• Include non-ordinary or unusual situations encountered during the month.

• Examples could be:

  • A high-profile guest.

  • A complex dispute resolved successfully.

  • An emergency situation (e.g., weather-related cancellations).

Purpose:

• Explain how these cases provide learning opportunities.

• Suggest actionable steps for avoiding similar issues in the future.

Slide 21. Suspended and Pending Removal Listings

This slide provides a summary of properties that have been suspended or are pending removal on Airbnb. This information helps identify problematic listings and supports strategic decisions to address issues or improve compliance.

Step 1: Retrieve Data from the Daily Document

1. Access the Daily Document:

• Open the shared daily document for the relevant reporting month.

Apply Filters:

• In the “Action” column, filter for:

  • “Suspended Listings.”

  • “Pending Removal.”

• Ensure the “Location” column is set to the specific city/area for the report.

Step 2: Organize the Data

1. Create a table in your Canva slide with the following columns:

• Property Name.

• Property ID.

• Status (Suspended/Pending Removal).

• Reason (if available).

Copy the filtered data from the daily document into the table.

Step 3: Insert Data into the Presentation

1. Add the Table:

• Use a professional and clear table layout in Canva to display the following:

  • Property Name.

  • Property ID.

  • Status: Indicate whether the property is suspended or pending removal.

  • Reason: If documented, include a brief explanation (e.g., violation of platform rules, unresolved complaints, etc.).

Highlight Key Insights:

• Mention trends, such as the total number of suspended/pending removal properties compared to the previous month.

• Identify any recurring reasons for suspension or removal to provide actionable insights.

Tips and Wrap-Up

Creating the Monthly Area Reports is a critical task that ensures the Guest Relations Department provides valuable insights to local teams and management. Following this guide step-by-step can ensure accurate data collection, clear presentation, and meaningful analysis.

Key Tips for Success:

1. Stay Organized:

• Maintain a checklist for each slide to track your progress.

• Save files and updates systematically in the designated Google Drive folders.

Double-Check Your Data:

• Always review the numbers and calculations before adding them to the report.

• Cross-verify data with the previous month’s reports for accuracy and consistency.

Utilize Tools Effectively:

• Familiarize yourself with the functionalities of Hosteeva System, Canva, and Google Sheets.

• Leverage AI tools for tasks like data analysis and visualization.

Communicate Proactively:

• Don’t hesitate to seek guidance from managers or specialists if you encounter challenges.

• Notify relevant team members promptly when sharing data or links.

Focus on Storytelling:

• Ensure each slide tells a clear story about the area’s performance.

• Highlight key trends, successes, and opportunities for improvement.

Final Thoughts

The Monthly Area Report is more than just a collection of data—it’s a tool for driving improvement, celebrating successes, and addressing challenges effectively. Your diligence and attention to detail ensure that the insights provided support better decision-making across all areas.

By staying consistent in your reporting and keeping communication lines open with the team, you contribute significantly to maintaining and improving Hosteeva’s reputation and service quality. Let this guide be your roadmap, and don’t hesitate to update or enhance it as needed. Together, we build a stronger, more efficient, and more guest-focused operation. Thank you for your dedication and great work!