🧪 Take-Home Test #1: Guest Messaging & Communication
Scenario:
A guest sends the following message:
“Hi, we’re arriving tomorrow but our flight was delayed. We’ll get to the Airbnb around 1 AM. Will that be a problem? Also, is early check-in possible if our flight gets in earlier than expected?”
Task for Candidate:
Write a professional response using a warm, guest-first tone. Provide correct information about check-in times. Show how you’d escalate or log this situation if it’s outside your authority. Scoring Rubric (10 points total):
Clarity (0–2): Is the message easy to understand, well-structured, and free from major grammar issues? Tone (0–2): Warm, professional, and guest-friendly (not robotic or curt). Accuracy (0–3): Provides correct information about standard check-in policy. Problem-Solving (0–2): Mentions escalation for exceptions (e.g., contacting manager about early/late check-in). Attention to Detail (0–1): Responds to both parts of the guest’s question. Great Answer Example:
“Hi [Guest Name], thanks for letting us know about your flight changes. Our standard check-in time is [X], but arriving at 1 AM won’t be a problem — the property has a self check-in system. For early check-in, it depends on cleaning/availability, but I’ll check with the team and confirm. Safe travels, and we’ll be ready for you!”
👉 Score: 8–10 = Strong hire, 6–7 = Trainable, below 6 = Not guest-ready.
🧪 Take-Home Test #2: Work Order & Daily Report
Scenario:
A guest messages that the AC in Unit 3 isn’t working. A vendor (AC company) submits a work order for $300 repair. Another guest in Unit 2 leaves a review: “Great location, but check-in was confusing.” Task for Candidate:
Draft how they’d handle the AC issue (approve or escalate?). Write a professional review response to the Unit 2 guest. Create a daily report entry that summarizes what happened that day. Scoring Rubric (15 points total):
Decision-Making (0–3): Candidate recognizes $300 WO should be escalated (if SOP says >$250 approval needed). Process Awareness (0–2): Mentions logging WO in system or updating task manager. Review Response (0–4): Reply is professional, not defensive, acknowledges issue, and reassures future guests. Daily Report (0–4): Clear, structured, includes guest issue + WO + review in a concise summary. Professionalism (0–2): Good grammar, organized answers, demonstrates reliability. Great Answer Example:
“I would escalate the $300 AC repair to the manager since it’s above approval threshold. I’d update the WO in Operto and inform the guest we are addressing it.” “Thank you for your feedback, [Guest Name]. We’re happy you enjoyed the location and have updated our check-in instructions to make the process smoother for future guests.” Guest Issues: Unit 3 AC not working → escalated WO to manager. Vendor WOs: $300 AC repair pending approval. Reviews: Unit 2 feedback (confusing check-in) → responded. Notes: Recommend reviewing check-in SOP for clarity. 👉 Score: 12–15 = Strong hire, 9–11 = Trainable with oversight, below 9 = Not ready.
Potential Take-Home Tests