Hotel Knowledge Base: Getting Started
What information to record in a knowledge base first to save time answering guest questions
Why a hotel needs a knowledge base
A knowledge base is a set of ready-made answers to questions that guests ask. Instead of writing the same thing every time, staff quickly find the needed text and send it to the guest. This saves time, reduces errors, and makes responses consistent.
A knowledge base is especially useful during high season, when there are many questions but little time. New employees understand processes faster. Guests get answers when they need them, even if the manager is busy.
Start with the most frequent questions
You don't need to record everything at once. Choose questions that repeat every day or several times a day.
Check chats and emails from the last month. Which questions appear most often?
Typically these are questions about:
- Check-in and check-out times
- Payment methods
- Booking cancellation
- Parking
- Breakfast
- Internet
- Contact information for nearby shops, restaurants, pharmacies
Start with 10-15 of the most popular questions. This is enough to feel the benefit.
How to write an answer correctly
The answer should be complete but brief. A guest wants to get information quickly, not read a long text.
Answer structure
Write the question the way guests ask it. Don't use internal jargon.
Examples of correct questions:
- What time can I check in?
- Where can I park my car?
- How do I connect to the internet?
Start the answer with the most important information. Then add details.
Example for a check-in question:
"Check-in is from 15:00. If you arrive earlier, we will try to prepare your room. Call us an hour before arrival, and we will check if the room is ready. Phone number: +7 (XXX) XXX-XX-XX".
Second example for a parking question:
"Parking is located in the courtyard behind the building. Entrance from Lenin Street. Parking is free for all guests. If the gates are closed, call the administrator at +7 (XXX) XXX-XX-XX".
Include contact information
If the answer needs phone numbers, addresses, or working hours, write them in full. Check that the information is current.
If the phone number changes by season or on weekends, mention this in the answer.
What information to record in the knowledge base first
House rules
- Check-in and check-out times
- What to do if you are late
- Pet policy
- Booking cancellation policy
- What is included in the room rate
- Additional services and their prices
Room amenities
- How to use the air conditioner
- How to turn on hot water
- How to connect to the internet
- Internet password
- How to call the administrator
Breakfast
- Breakfast serving time
- Where the dining room is located
- What to do if breakfast is not included in the booking
- How to order breakfast in your room
Information about the area
- Where to park your car
- Where the nearest shop is located
- Where the nearest restaurant is located
- Where the nearest public transport stop is located
- Taxi phone numbers
Processes
- How to file a complaint
- How to order extra towels
- How to order room cleaning
- How to get a bill
- How to leave a review
Format text so it's easy to read
A guest is looking at a phone screen. A long text without breaks is hard to read.
Use:
- Short paragraphs of 1-3 sentences
- Numbered lists for step-by-step instructions
- Bulleted lists for options
Example of a bad answer:
"Parking is located in the courtyard behind the building on Lenin Street and is free for all hotel guests. If the gates are closed, please call the administrator at the phone number, and he will open the gates for you."
Example of a good answer:
"Parking is located in the courtyard behind the building.
Entrance from Lenin Street.
Parking is free.
If the gates are closed, call: +7 (XXX) XXX-XX-XX".
Update the knowledge base regularly
Check the information in the base once a month. This is especially important for:
- Phone numbers
- Service hours
- Prices
- Addresses of nearby establishments
If you notice that guests often ask a question that is not in the base, add it.
If guests don't use a certain answer and don't ask about it, you can delete it.
Where to store the knowledge base
The knowledge base can be stored in:
- A Google Docs or Word document divided by categories
- A table with "Question" and "Answer" columns
- A special service for knowledge base management
The main condition is that all employees have access to the base and can quickly find the needed answer.
Train your team to use the knowledge base
Even if the knowledge base is good, if staff don't know how to use it, it won't help.
Show each employee:
- Where the knowledge base is located
- How to quickly find the needed answer
- How to copy and send an answer to a guest
- When you can use a ready-made answer and when you need to write your own
Give an assignment: find answers to five questions from the base. This will help employees remember where things are.
Remember personal contact
A knowledge base saves time but doesn't replace communication. If an answer from the base seems cold or incomplete for a particular guest, add a personal message.
Example:
"Parking is located in the courtyard behind the building, entrance from Lenin Street. If you have large luggage, call us and we will help you park."
This shows that you didn't just copy the text but are thinking about the guest's needs.
Summary
Start with the most frequent questions. Write brief, clear answers. Format text so it's easy to read on a phone. Update information regularly. Train your team to use the base.
A knowledge base doesn't require large investments but saves a lot of time. Even 10-15 ready-made answers will significantly ease the workload.
If you use a service for communicating with guests, check if it has a knowledge base feature. For example, Xplai is an AI assistant for hotels that can store answers and automatically suggest them to guests in chats and messengers.
