Guest FAQ Knowledge Base Builder (150 Answers): Hotel FAQ answers for chat and messaging

Full description

For hotel front office managers, guest relations leads and general managers who run chat or messaging for guests and need one set of approved answers. The workbook holds 150 answers in 16 topics, each with two alternate phrasings, an owner, a sensitivity level, an approver and a review date. Placeholder tokens fill times and prices from one Settings tab, so a price changes once. Formulas count words, sentences, banned words and unfilled tokens, flag stale answers, and report answer coverage and reply compliance. A 9-page Word guide gives the answer standard, tone rules, hand-over triggers, model answers and a maintenance routine.

What is inside

• Guest_FAQ_Knowledge_Base_Builder.xlsx: 7 tabs, 2,656 formulas, 2 native charts, 17 drop-down and input rules
• Answers: 150 answers in 16 topics with 300 alternate phrasings, live text, row status, review flag and 10 spare rows
• Settings: 33 placeholder tokens with 7 spare rows, 14 words never to use, 16 hand-over trigger words and reply targets by message type
• Question Log: 112 sample messages (questions, complaints, review alerts) and 38 spare rows; reply status, answer match and hand-over flags
• Maintenance Log: 51 sample entries and 30 spare rows; days to publish and approval flags
• Dashboard: 8 tiles, a check tile, 2 charts, by-topic table, row status, reply status and maintenance counts; 8 integrity checks
• Guest_FAQ_Knowledge_Base_Guide.docx and PDF: 9 pages with roles, answer standard, tone rules, hand-over triggers, 16 model answers, maintenance routine, 4 forms and a worked example
• README.txt and LICENSE-and-Terms.txt

How it works

1. Replace the token values on Settings with your own times, fees and limits.
2. Edit each answer template and set its owner, sensitivity and status.
3. Add the approver role and review date when a manager approves an answer.
4. Log guest messages and answer changes as they happen.
5. Read the dashboard each month: coverage, overdue reviews, text faults and replies.

Details

• Formats: 1 Excel workbook (.xlsx), 1 guide in Word (.docx) and PDF, English
• Software: Excel 2016 or later, or LibreOffice Calc 7 or later
• No macros, no external links, no data tables, no array formulas
• 3 files plus README and license; instant digital download

Good to know

• Sample data is illustrative. Questions, answers, prices, times and counts are invented. Replace them with your own.
• Safety, allergen, tax, refund and accessibility answers need a manager review. Verify local requirements before you publish them.
• The files do not connect to a chat tool. You copy the live answers into the tool you use.
• Single-user license. Do not redistribute.

FAQ

Does it work with my chat tool or booking system?

It is tool-neutral. The Chat answers are plain text in the Live answer column, ready to copy into any chat or messaging tool.

How do the tokens work?

You type a token such as [check-in time] in an answer. The Live answer column replaces it with the value on Settings, so a change is made once.

Can I add more answers or tokens?

Yes. Answers has 10 spare rows and Settings has 7 spare token rows. Copy the formulas in columns F, G and P to U down for new rows.

What is answer coverage?

Questions logged in the report month that were matched to an approved answer, divided by all questions logged in that month.

Do I need macros?

No. The workbook uses no macros and no external links.