GM responsiveness scorecard

Guest-message responsiveness is a real driver of bookings and reviews, and today it is invisible. It is spread across email, Expedia, and Booking.com with no single view. I want a fair scorecard I can eventually put on each manager's dashboard.

How it works

Three channels, three pulls. Email comes through a Google Workspace domain-wide-delegation service account (I am the super-admin, so it is self-service) reading the shared property inboxes. Expedia and Booking responsiveness get scraped from the extranets using seeded browser profiles, with each platform's own native "average response time" tile as a cross-check.

• Metrics chosen to be hard to game: business-hours-adjusted median first-response, the P90 tail, a Wilson-bounded answered-rate, and oldest-open backlog age
• Rolled into a single 0 to 100 score with guardrails (no top grade if anything sat unanswered past 72 hours, no credit for sub-30-minute canned replies)
• Beyond latency, an LLM rubric scores reply quality for accuracy, tone, and completeness

One correction I had to make: I assumed the PMS's upcoming unified inbox would be the data source. It will not be. At launch it does not cover email or Expedia, so the home-grown per-channel pulls are the real source of truth.

Email reading is proven live on a pilot property, and the OTA scrapers and owner rollup are next. It rolls out as coaching, not surveillance: silent for a couple of months, own-numbers-first. That is the difference between an agent that watches and a manager who is watched. This one is built to make managers better, then get out of the way.