Executive Dashboard
GRSE OS
Unique Guest Review Score Enhancement OS
[email protected] · Grand Master
Upload reviews to power this dashboard
Extranet → Reviews → Export (CSV), or your own tracking workbook (XLSX). Parsed entirely in your browser — nothing is uploaded anywhere.
▶ New to this? Watch: how to download your reviews from Booking.com Extranet's Guest Review tab
If the video doesn't load above, open it directly in Google Drive.
KPI Tracking — Part 1: Monthly Booking.com Guest Review Score Monitoring Chart
Every review that came in, regardless of score, tracked against your Daily KPI.
KPI Tracking — Part 2: Actual Reviews Secured (Team Effort)
Only counts reviews that qualify as a genuine win given where Public GRS stands today.
Competitor Performance Dashboard
Our hotel's Public GRS and Total Reviews to-date vs each tracked competitor's most recent dated check.
Guest review score trend
Public GRS (Front End)Monthly GRS (Back End)
GRS metrics — auto-derived from uploaded reviews
No screenshot needed. Upload your reviews CSV/Excel above, and Public GRS, Monthly GRS, Total Reviews, and Monthly Reviews are all computed automatically from that data.
Public GRS is Booking.com's own recency-weighted score, not a plain average — it's our own 36-month weighted estimate from your uploaded reviews. Enter the official figure in the box beside the gauge above if you have it; it's then used everywhere in the app instead of the estimate.
Monthly history
Recent reviews last 50
AI Coach rule-based, v1
Click any guest below — AI Coach reads their room calendar entry and incident history, and tells you exactly what to do: status, review probability, risk, recommended action, best message, timing, and next follow-up. Staff only need to Approve, Edit, or Send.
Guest Conversation Playbooks 19 scenarios
Organized by journey stage — pre-arrival through post-stay, plus escalated cases. Click any scenario to open the full script. These are conversation guides for staff, separate from the AI Coach's per-guest recommendations above.
Message Intelligence Centre
Organized from your actual guest communication records. Tone: warm, sincere, frames every 10-point score as something that "means a great deal to our team" and motivates continued service. Click any template to view the full message and copy it.
Review data upload 2-file workflow
Upload both files from the Booking.com Extranet each time you refresh — the GRS snapshot screenshot (on the Executive Dashboard) captures the headline numbers, this CSV export captures every individual review.
Extranet → Reviews → Export (CSV), or your own tracking workbook (XLSX). Parsed entirely in your browser — nothing is uploaded anywhere. If uploading an Excel workbook with multiple sheets, the sheet named "Source File" is used if present, otherwise the first sheet.
Daily GRS log manual entries
Guest Incident Centre
Submit same-day for any flagged issue — objective is to resolve and recover before checkout, before it becomes a bad review. Historically submitted to the Owner/CEO by 6:00pm daily.
Competitive set score
From the GRS report snapshot's "competitive set" field (Booking.com's own compset benchmark).
Competitor analysis
Log each competitor's Booking.com figures with the date you checked — re-add a dated entry whenever you re-check to build a trend.
Step 1 checklist
Room inventory itself now lives in one place — Room Control Centre → Room Master — so it's entered once and used everywhere, including here. Upload or manage your room list there.
Booking.com Room List priority pool
Every ACTIVE room from Room Master, at a glance — this is the pool the team should always prioritize for Booking.com guest allocation. Checklist ticks show whether each room actually cleared deep-cleaning and quality audit before being marked active.
Room List Calendar stay view
Click any empty cell to assign a Booking.com guest to that room and date. Rooms are pulled from Room Master — no retyping Room Type or Window Status.
All entries
Booking.com Top Quality Room Control Centre
Room_Master is the single source of truth — every other view below reads from it rather than asking staff to key room details again.
Room Master — upload
Upload the standardized Room Master Excel template. Existing rooms with a matching Room/Unit No. are updated; new rooms are added.
Room Master
All rooms/units for this property. Click a room to change its Booking.com Room status.
Booking.com Room Pool ACTIVE only
Only currently-active Top Quality Booking.com Rooms — the pool guests should be allocated into.
Today's Booking.com Room Focus
Cross-references the Room List Calendar (Guest Journey) with Room Master status — flags any guest not allocated to an active, ready room.
Change Log
Progress and Impact Tracker
Daily and monthly deviation from target, generated directly from your uploaded review data.
Monthly Booking.com Guest Review Score Monitoring Chart — Part 1
Auto-generated from your uploaded reviews (Review Management → CSV/Excel upload) — counts actual reviews published per day against your Daily KPI target, exactly matching the standard tracking format (Daily KPIs / Actual Reviews Published / Daily Deviation / Accumulated KPIs / Accumulated Reviews / Accumulated Deviation). This is every review that came in, regardless of score.
Actual Reviews Secured (Team Effort) — Part 2
Only counts reviews that count as a genuine win given where the property's Public GRS stands today — this is what the team's daily prompting actually needs to achieve, not just review volume.