Hospitality Service Excellence: Using Lark to Manage Guest Experience and Staff Coordination

Maybe it's a bit contrary to your perspective, but, to be honest, hospitality is a team sport. Whether you're running a boutique inn or a large resort, the real action happens behind the curtain—how your staff communicates, coordinates, and quickly makes decisions on behalf of each guest. But here's the problem: guest expectations are rising, operations are becoming more complex, and sticky notes or random emails just won't cut it anymore.

If you're searching for the best project management tools to keep your hospitality team in sync, Lark stands out for its all-in-one approach. But here's the thing: while Lark is a powerhouse for internal collaboration, it's designed to complement—not replace—guest-facing platforms like property management systems (PMS) or customer relationship management (CRM) tools such as Mews or Opera. Lark brings your staff together so you can deliver seamless service every time.

1. Lark Messenger: Real-time staff communication and service updates

Imagine this: a guest requests additional towels through your PMS. Your front desk could distribute their messages through a variety of channels to tell housekeeping that a guest needs towels. By simply tagging housekeeping in Lark Messenger, your front desk and housekeeping can all see the request in real-time. With Lark's built-in auto-translation functionality, as it supports 24 different languages, potential language barriers evaporate completely. 

But speed is not the only benefit! Lark Messenger has group chats, file sharing, and works seamlessly alongside Lark Calendar and Meetings, so shift changeovers, daily briefings, and urgent updates can all happen on a single platform. This means shift changeovers, daily briefings, and urgent messages can all share the same platform without the need to jump between multiple apps.

For example, during a busy conference season, an operations manager at a large hotel group used Lark Messenger to coordinate room turnovers across multiple properties. Auto-translation kept multilingual teams aligned, while instant updates ensured changes were communicated in seconds. The result? Faster room readiness, fewer service delays, and consistently exceptional guest experiences.

2. Lark Base: Tracking guest feedback and internal operations

Every guest comment is an opportunity to improve—but only if you capture and act on it. Lark Base lets your staff log guest feedback, maintenance issues, and service requests manually from multiple sources, including PMS reports or direct guest comments.

You can create customizable Bases to categorize issues like "room cleanliness" or "breakfast quality" and assign follow-ups to the right team members. When combined with Lark's automated workflow features, you can route feedback to the correct departments, trigger urgent alerts, and generate reports—all with just a few clicks.

For example, if a guest mentions slow check-in times, staff log the feedback in Base, which notifies the front desk supervisor and schedules a follow-up discussion. Over time, this data helps your team identify trends and implement targeted improvements.

3. Lark Approval: Streamlining internal requests and workflows

Manual approvals can slow down operations. Lark Approval digitizes this process, making it easy for staff to submit requests—like supply orders or shift swaps—and for managers to review and approve them from anywhere.

Here's how it works: a staff member fills out a simple form in Lark Approval. The request automatically routes to the right manager, who can approve or reject it with a tap: no more lost paperwork or endless email chains. And because Approvals is mobile-friendly, managers can keep things moving even on the go.

For instance, if housekeeping needs more linens, they submit a request via Lark Approval. The purchasing manager receives an instant notification, reviews the request, and approves it in seconds. The result? Fewer bottlenecks, faster service, and a more responsive team.

By mapping and automating your internal workflows, you ensure nothing falls through the cracks—so your team can focus on delivering excellent service.

4. Lark Wiki & Lark Docs: Manage SOPs and knowledge

Standard operating procedures (SOPs) and training materials are the foundation of consistent service; however, physical manuals can be lost, and PDFs can become outdated. Lark Wiki compiles your operational guidelines, training content, and SOPs in one searchable, collaborative space.

With Lark Docs feeding directly into Wiki, teams can turn detailed drafts into organized knowledge hubs without extra effort. Your staff can co-author documents and make comments in real time, include images or videos for added instructional material, and version control makes sure everyone has updated versions of the same playbook - based on, of course, the access permissions you have granted to sensitive documents.

Imagine onboarding a new front desk agent. Instead of shadowing another receptionist for three days, they could dive into an online guide in Lark Docs that includes checklists, video walkthroughs, and links to company policies. If they had questions, they could tag you directly in the document, triggering a notification for immediate feedback. Plus, Lark Docs and Lark Wiki work together as complementary tools—Docs for creating and collaborating on documents in real time, and Wiki for organizing them into a structured, searchable knowledge base that grows with your business.

Conclusion

Generally speaking, Lark provides value—connecting teams with different backgrounds, workflows, and approvals while also aligning knowledge in a single place. When your PMS is connected via the API, guest requests input in the PMS could generate a task or notification for staff to follow up on in Lark Messenger. Connecting a guest request to an internal staff platform has many benefits, including faster response times and immediate support. Collectively, Lark is the efficient business process management software thatall hospitality crew.

Ready to see how Lark can transform your team's coordination and operations? The future of hospitality is connected, agile, and staff-driven—and with Lark, you're ready for whatever comes next.