Interacting with Guests

Training builder Platform-wide Published

This short course teaches field staff how to interact with guests professionally during vacation rental operations. It explains why guest interaction matters, how to handle common guest encounters, what to say and not say, when to escalate to a manager, and how to protect the guest experience while staying within role boundaries.

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          "body": "Guest interaction is part of the guest-ready standard.\n\nA property can be clean, stocked, and inspected, but the guest experience can still be damaged by poor communication. Field staff do not need to solve every guest problem themselves, but they do need to be polite, calm, professional, and quick to escalate issues to the right person.\n\nThe goal is simple:\nBe helpful, be professional, stay in your role, and protect the guest experience.",
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          "body": "A guest-ready property is not only about clean floors, made beds, stocked bathrooms, and working appliances.\n\nGuest-ready also means the guest feels:\n- Welcome.\n- Respected.\n- Helped.\n- Safe.\n- Taken seriously.\n- Confident that someone is looking after the property.\n\nA cleaner, inspector, or maintenance worker may only speak to a guest for 30 seconds, but that short interaction can shape how the guest feels about the entire stay.\n\nA great clean can be undone by a rude, dismissive, or confusing conversation.",
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          "body": "Good guest interaction can:\n- Prevent complaints from getting worse.\n- Build trust.\n- Reduce guest frustration.\n- Help managers respond faster.\n- Protect reviews.\n- Make the company look professional.\n- Calm difficult situations.\n\nPoor guest interaction can:\n- Create a bad first impression.\n- Make the guest feel ignored.\n- Lead to poor reviews.\n- Create confusion.\n- Escalate a small issue into a larger complaint.\n- Make the company look disorganized.",
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              "label": "It can affect guest trust."
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          "prompt": "Why does guest interaction matter in vacation rental operations?",
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          "body": "When speaking with a guest, field staff should be:\n\nPolite:\nUse a respectful tone and simple greeting.\n\nCalm:\nDo not show frustration, even if the guest is upset.\n\nBrief:\nAnswer what you can, but do not over-explain or guess.\n\nHelpful:\nOffer to report the issue or direct them to the correct contact.\n\nProfessional:\nDo not complain about the company, owner, manager, previous guests, or other team members.\n\nRole-aware:\nDo not promise refunds, discounts, early check-in, late checkout, free services, or repairs unless authorized.",
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          "body": "Useful phrases:\n\n\"Good morning, I\u0027m here to help get the property ready.\"\n\n\"I\u0027m sorry you\u0027re dealing with that. I\u0027ll report it to the manager right away.\"\n\n\"I don\u0027t want to give you the wrong answer, so I\u0027ll ask the office/manager to follow up.\"\n\n\"I can take a photo and send this in so it gets handled properly.\"\n\n\"I\u0027m not authorized to approve that, but I can make sure the request is passed on.\"\n\n\"I understand. Let me get that reported for you.\"\n\nAvoid phrases:\n\n\"That\u0027s not my problem.\"\n\n\"I don\u0027t know.\"\n\n\"The last guest did it.\"\n\n\"The owner never fixes anything.\"\n\n\"You\u0027ll have to deal with it.\"\n\n\"That always happens here.\"\n\n\"I\u0027m just the cleaner.\"",
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          "body": "Guests may be tired, stressed, traveling with children, arriving late, or dealing with an unexpected problem. Tone matters.\n\nGood habits:\n- Smile if appropriate.\n- Speak calmly.\n- Avoid arguing.\n- Do not interrupt.\n- Listen before responding.\n- Keep your phone use professional.\n- Avoid eye-rolling or visible frustration.\n- Keep conversations short if you are on a time-sensitive turnover.\n- Be respectful even if the guest is wrong.\n- Walk away and escalate if the situation becomes aggressive or unsafe.\n\nProfessional does not mean accepting abuse. If a guest becomes threatening, unsafe, or abusive, leave the situation and report it immediately.",
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        "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/I understand that I should remain calm and professional, but should leave and re",
        "sort_order": 4,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Calm, respectful communication helps protect the guest experience and staff safety.",
          "options": [
            {
              "id": "a",
              "label": "Speak calmly."
            },
            {
              "id": "b",
              "label": "Listen before responding."
            },
            {
              "id": "c",
              "label": "Avoid arguing."
            },
            {
              "id": "d",
              "label": "Escalate unsafe situations."
            },
            {
              "id": "e",
              "label": "Roll your eyes if the guest is wrong."
            }
          ],
          "points": 2,
          "prompt": "Which behaviors support professional guest interaction?",
          "question_type": "multiple_select"
        },
        "id": "9a649f11-615d-4353-afac-1618dff7795d",
        "instructions": null,
        "name": "Professional behaviors",
        "node_type": "question",
        "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
        "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Professional behaviors",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "Staff safety comes first. Unsafe situations should be escalated immediately.",
          "options": [
            {
              "id": "a",
              "label": "Leave the situation and report it immediately."
            },
            {
              "id": "b",
              "label": "Argue until they calm down."
            },
            {
              "id": "c",
              "label": "Ignore your safety."
            },
            {
              "id": "d",
              "label": "Promise anything they want."
            }
          ],
          "points": 1,
          "prompt": "What should you do if a guest becomes threatening or unsafe?",
          "question_type": "multiple_choice"
        },
        "id": "b6392792-9c61-438d-854b-505311777e00",
        "instructions": null,
        "name": "Threatening guest",
        "node_type": "question",
        "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
        "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Threatening guest",
        "sort_order": 101,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": null,
        "id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
        "instructions": null,
        "name": "Common guest situations",
        "node_type": "module",
        "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
        "path_text": "Interacting with Guests/Common guest situations",
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "estimated_minutes": 4,
          "prerequisite_lesson_ids": [
            "9a55ced8-b7b5-478b-a39e-88c09583ae90"
          ]
        },
        "id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
        "instructions": null,
        "name": "Guest arrives early during cleaning",
        "node_type": "lesson",
        "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
        "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning",
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Sometimes guests arrive before the property is ready.\n\nIf a guest arrives early:\n- Be polite.\n- Do not let them enter unless authorized.\n- Explain that the property is still being prepared.\n- Do not promise a specific early check-in unless authorized.\n- Notify the manager or office.\n- Continue working if safe and appropriate.\n- Keep the property secure.\n\nExample response:\n\"Hi, we\u0027re still preparing the property for arrival. I\u0027m not authorized to release it early, but I\u0027ll let the manager know you\u0027re here.\"\n\nDo not say:\n\"You can come in if you want.\"\n\"It\u0027s basically done.\"\n\"The office always messes this up.\"\n\"I\u0027ll be finished in 10 minutes\" unless you are certain and authorized to say so.",
          "content_kind": "text"
        },
        "id": "f9800663-b8ba-43da-b152-f9e5749714b9",
        "instructions": null,
        "name": "Early arrival",
        "node_type": "content_step",
        "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
        "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival",
        "reference_media": [],
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "acknowledgment_label": "I understand that early arrival requests should be handled politely but must follow company instructions.",
          "body": ""
        },
        "id": "d89f366f-28c7-49b9-9e04-1dcb4825c16a",
        "instructions": null,
        "name": "I understand that early arrival requests should be handled politely but must fol",
        "node_type": "acknowledgment_step",
        "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
        "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/I understand that early arrival requests should be handled politely but must fol",
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Early arrival should be handled politely but only according to company policy.",
          "options": [
            {
              "id": "a",
              "label": "Be polite."
            },
            {
              "id": "b",
              "label": "Explain the property is still being prepared."
            },
            {
              "id": "c",
              "label": "Notify the manager or office."
            },
            {
              "id": "d",
              "label": "Follow authorization rules before allowing entry."
            },
            {
              "id": "e",
              "label": "Let the guest enter automatically."
            }
          ],
          "points": 2,
          "prompt": "What should staff do if a guest arrives before the property is ready?",
          "question_type": "multiple_select"
        },
        "id": "802a3fc0-8199-4a0f-809c-3cafe838eb62",
        "instructions": null,
        "name": "Early arrival actions",
        "node_type": "question",
        "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
        "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival actions",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "This phrase is polite, clear, and keeps the decision with the manager.",
          "options": [
            {
              "id": "a",
              "label": "We\u0027re still preparing the property. I\u0027ll let the manager know you\u0027re here."
            },
            {
              "id": "b",
              "label": "Just go in, it\u0027s probably fine."
            },
            {
              "id": "c",
              "label": "The office messed up again."
            },
            {
              "id": "d",
              "label": "You can have a refund."
            }
          ],
          "points": 1,
          "prompt": "Which phrase is appropriate for an early-arriving guest?",
          "question_type": "multiple_choice"
        },
        "id": "0d697252-24fa-4183-8c9c-639c6e995263",
        "instructions": null,
        "name": "Early arrival phrase",
        "node_type": "question",
        "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
        "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival phrase",
        "sort_order": 101,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "estimated_minutes": 5,
          "prerequisite_lesson_ids": [
            "74aaa2fc-b650-45b8-b730-e056de6b1582"
          ]
        },
        "id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
        "instructions": null,
        "name": "Guest reports a problem to field staff",
        "node_type": "lesson",
        "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
        "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff",
        "sort_order": 1,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Guests may report problems directly to cleaners, inspectors, or maintenance staff.\n\nExamples:\n- \"The AC is not cooling.\"\n- \"There are not enough towels.\"\n- \"The pool looks dirty.\"\n- \"The code does not work.\"\n- \"The house smells musty.\"\n- \"The toilet is blocked.\"\n- \"The TV remote is missing.\"\n- \"There are bugs.\"\n- \"Something is broken.\"\n\nUse this process:\n1. Listen.\n2. Acknowledge.\n3. Do not argue.\n4. Do not blame.\n5. Do not promise unauthorized compensation or timelines.\n6. Gather basic details.\n7. Take photos if useful and appropriate.\n8. Report through the correct channel.\n9. Tell the guest the issue has been passed on.\n\nExample:\n\"I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up.\"",
          "content_kind": "text"
        },
        "id": "d53ad434-fcc6-451e-81ed-7f55b4b819ce",
        "instructions": null,
        "name": "Listen, acknowledge, report",
        "node_type": "content_step",
        "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
        "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Listen, acknowledge, report",
        "reference_media": [],
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Listen, acknowledge, report, and document.",
          "content_kind": "text",
          "media_placeholders": [
            {
              "alt_text": "",
              "caption": "Listen, acknowledge, report, and document.",
              "filename": "guest-issue-escalation-flow.png",
              "kind": "photo",
              "placeholder": true
            }
          ]
        },
        "id": "701de702-9e4b-410c-9c6b-aa6919adaea2",
        "instructions": null,
        "name": "Escalation flow",
        "node_type": "content_step",
        "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
        "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Escalation flow",
        "reference_media": [],
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "acknowledgment_label": "I understand that I should report guest issues clearly and should not argue, blame, or promise unauthorized outcomes.",
          "body": ""
        },
        "id": "67dcb70e-b874-4a90-98c6-a79b2aeec853",
        "instructions": null,
        "name": "I understand that I should report guest issues clearly and should not argue, bla",
        "node_type": "acknowledgment_step",
        "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
        "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/I understand that I should report guest issues clearly and should not argue, bla",
        "sort_order": 4,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "The field team should acknowledge the issue and move it to the right person.",
          "options": [
            {
              "id": "a",
              "label": "Listen, acknowledge, and report it."
            },
            {
              "id": "b",
              "label": "Tell them they are wrong."
            },
            {
              "id": "c",
              "label": "Blame the previous guest."
            },
            {
              "id": "d",
              "label": "Promise a refund."
            }
          ],
          "points": 1,
          "prompt": "What is the best first response when a guest reports a problem?",
          "question_type": "multiple_choice"
        },
        "id": "678e6f17-9b0c-453d-a782-b9ecf0be548f",
        "instructions": null,
        "name": "Best first response",
        "node_type": "question",
        "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
        "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Best first response",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "A useful report includes the issue, location, evidence, and urgency.",
          "options": [
            {
              "id": "a",
              "label": "What the guest reported."
            },
            {
              "id": "b",
              "label": "Where the issue is."
            },
            {
              "id": "c",
              "label": "Photos if useful."
            },
            {
              "id": "d",
              "label": "Urgency or guest-readiness impact."
            },
            {
              "id": "e",
              "label": "Personal opinion about the guest."
            }
          ],
          "points": 2,
          "prompt": "Which details are useful when reporting a guest issue?",
          "question_type": "multiple_select"
        },
        "id": "ae1abd16-5389-4dac-84a5-02c9fca379e7",
        "instructions": null,
        "name": "Useful report details",
        "node_type": "question",
        "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
        "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Useful report details",
        "sort_order": 101,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "estimated_minutes": 4,
          "prerequisite_lesson_ids": [
            "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404"
          ]
        },
        "id": "67c9b337-daa5-42be-a186-533c674aa420",
        "instructions": null,
        "name": "Guest asks for something outside your role",
        "node_type": "lesson",
        "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
        "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role",
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Guests may ask field staff for things they are not authorized to approve.\n\nExamples:\n- Early check-in.\n- Late checkout.\n- Refund.\n- Discount.\n- Extra supplies not in policy.\n- Moving to another property.\n- Pool heat changes.\n- Pet approval.\n- Parking exceptions.\n- Repair timelines.\n- Owner contact details.\n\nThe correct response is not to be rude. The correct response is to stay in role.\n\nExample:\n\"I\u0027m not authorized to approve that, but I can pass the request to the manager.\"\n\nor\n\n\"I don\u0027t want to give you the wrong answer. Please contact the office/manager, and I\u0027ll also report that you asked.\"",
          "content_kind": "text"
        },
        "id": "5e81563a-358a-4088-8ce1-7b1ebd960044",
        "instructions": null,
        "name": "Stay helpful but stay in role",
        "node_type": "content_step",
        "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
        "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Stay helpful but stay in role",
        "reference_media": [],
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Field staff can be helpful without making unauthorized promises.",
          "content_kind": "text",
          "media_placeholders": [
            {
              "alt_text": "",
              "caption": "Field staff can be helpful without making unauthorized promises.",
              "filename": "guest-boundaries-guide.png",
              "kind": "photo",
              "placeholder": true
            }
          ]
        },
        "id": "0524ab52-f83c-4120-9d4e-33988c91aa89",
        "instructions": null,
        "name": "Boundaries visual",
        "node_type": "content_step",
        "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
        "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Boundaries visual",
        "reference_media": [],
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "acknowledgment_label": "I understand that I should not approve refunds, discounts, access changes, or policy exceptions unless authorized.",
          "body": ""
        },
        "id": "e223f0fd-fe91-4289-a9da-f816210f401b",
        "instructions": null,
        "name": "I understand that I should not approve refunds, discounts, access changes, or po",
        "node_type": "acknowledgment_step",
        "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
        "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/I understand that I should not approve refunds, discounts, access changes, or po",
        "sort_order": 4,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Commercial decisions and policy exceptions should be handled by authorized staff.",
          "options": [
            {
              "id": "a",
              "label": "Refund request."
            },
            {
              "id": "b",
              "label": "Late checkout request."
            },
            {
              "id": "c",
              "label": "Early check-in approval."
            },
            {
              "id": "d",
              "label": "Moving to another property."
            },
            {
              "id": "e",
              "label": "Reporting a broken remote."
            }
          ],
          "points": 2,
          "prompt": "Which guest requests should usually be escalated to a manager rather than approved by field staff?",
          "question_type": "multiple_select"
        },
        "id": "d928610e-ba09-46c4-9e01-0e9510bddb03",
        "instructions": null,
        "name": "Requests to escalate",
        "node_type": "question",
        "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
        "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Requests to escalate",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "This keeps the response polite while staying inside role boundaries.",
          "options": [
            {
              "id": "a",
              "label": "I\u0027m not authorized to approve that, but I can pass the request to the manager."
            },
            {
              "id": "b",
              "label": "Yes, I\u0027ll refund you."
            },
            {
              "id": "c",
              "label": "No chance."
            },
            {
              "id": "d",
              "label": "That\u0027s not my problem."
            }
          ],
          "points": 1,
          "prompt": "Which response is best when a guest asks for a refund?",
          "question_type": "multiple_choice"
        },
        "id": "aa25311a-1ae3-40c4-9f84-5f45c9f30f72",
        "instructions": null,
        "name": "Refund request response",
        "node_type": "question",
        "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
        "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Refund request response",
        "sort_order": 101,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": null,
        "id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
        "instructions": null,
        "name": "Escalation, boundaries, and documentation",
        "node_type": "module",
        "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation",
        "sort_order": 3,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "estimated_minutes": 4,
          "prerequisite_lesson_ids": [
            "67c9b337-daa5-42be-a186-533c674aa420"
          ]
        },
        "id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
        "instructions": null,
        "name": "What not to discuss with guests",
        "node_type": "lesson",
        "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests",
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Field staff should not discuss internal business matters with guests.\n\nDo not discuss:\n- Owner complaints.\n- Cleaner pay.\n- Staffing problems.\n- Previous guest behavior.\n- Internal mistakes.\n- Private owner information.\n- Door codes for other properties.\n- Other guest information.\n- Blame or fault.\n- Refund decisions.\n- Legal, insurance, or safety liability opinions.\n- Negative opinions about the property, owner, manager, or company.\n\nIf the guest asks something sensitive, redirect politely.\n\nExample:\n\"I\u0027m not the best person to answer that, but I\u0027ll ask the manager to follow up.\"",
          "content_kind": "text"
        },
        "id": "4c2c86d0-6157-4059-9f87-cdb59a4a528b",
        "instructions": null,
        "name": "Protect the company and the guest",
        "node_type": "content_step",
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        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Protect the company and the guest",
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        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "acknowledgment_label": "I understand that internal business matters and private information should not be discussed with guests.",
          "body": ""
        },
        "id": "81a597cf-ff19-4e77-8b18-3436fbc5d382",
        "instructions": null,
        "name": "I understand that internal business matters and private information should not b",
        "node_type": "acknowledgment_step",
        "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/I understand that internal business matters and private information should not b",
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d",
            "e"
          ],
          "explanation": "Internal, private, or sensitive matters should not be discussed with guests.",
          "options": [
            {
              "id": "a",
              "label": "Owner complaints."
            },
            {
              "id": "b",
              "label": "Previous guest behavior."
            },
            {
              "id": "c",
              "label": "Cleaner pay."
            },
            {
              "id": "d",
              "label": "Refund decisions."
            },
            {
              "id": "e",
              "label": "Private access codes."
            },
            {
              "id": "f",
              "label": "Reporting that a broken item has been passed to the manager."
            }
          ],
          "points": 2,
          "prompt": "Which topics should field staff avoid discussing with guests?",
          "question_type": "multiple_select"
        },
        "id": "41a42734-a755-4ec7-800d-11d707e57fc2",
        "instructions": null,
        "name": "Topics to avoid",
        "node_type": "question",
        "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Topics to avoid",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
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          "estimated_minutes": 4,
          "prerequisite_lesson_ids": [
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          ]
        },
        "id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "instructions": null,
        "name": "Documenting guest interactions",
        "node_type": "lesson",
        "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions",
        "sort_order": 1,
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        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "If a guest interaction could affect the stay, review, safety, maintenance, access, or check-in, it should be documented.\n\nDocument:\n- Guest arrived early.\n- Guest requested late checkout.\n- Guest reported maintenance issue.\n- Guest reported cleanliness concern.\n- Guest was upset.\n- Guest refused access.\n- Guest left belongings.\n- Guest mentioned safety concern.\n- Guest made a special request.\n- Guest interaction became unsafe or abusive.\n\nGood documentation should be brief, factual, and professional.\n\nGood note:\n\"Guest arrived at 2:15 pm before check-in and asked to enter. I advised the property was still being prepared and notified manager.\"\n\nBad note:\n\"Guest was annoying and impatient.\"",
          "content_kind": "text"
        },
        "id": "a900de9a-d365-4426-b4fd-13526e24ab56",
        "instructions": null,
        "name": "Why documentation matters",
        "node_type": "content_step",
        "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Why documentation matters",
        "reference_media": [],
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "Use this route to document guest interactions that may require manager awareness or follow-up.",
          "content_kind": "text",
          "deep_link_label": "Log Guest Interaction",
          "deep_link_url": "/guest-interactions/new"
        },
        "id": "df850ccb-0de4-4fbb-9494-794017c3cd04",
        "instructions": null,
        "name": "Report interaction deep link",
        "node_type": "content_step",
        "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Report interaction deep link",
        "reference_media": [],
        "sort_order": 2,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
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          "body": "DO:\n- Be polite.\n- Stay calm.\n- Listen first.\n- Acknowledge the issue.\n- Report through the correct channel.\n- Use factual notes.\n- Take photos if useful and appropriate.\n- Stay within your role.\n- Leave and report if unsafe.\n\nSAY:\n- \"I\u0027ll report that to the manager right away.\"\n- \"I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up.\"\n- \"I can take a photo and send this in.\"\n- \"I\u0027m not authorized to approve that, but I can pass the request on.\"\n- \"I understand. Let me get that reported for you.\"\n\nDO NOT SAY:\n- \"That\u0027s not my problem.\"\n- \"The owner never fixes anything.\"\n- \"The last guest did it.\"\n- \"The office messed up.\"\n- \"You\u0027ll have to deal with it.\"\n- \"I\u0027ll give you a refund.\"\n- \"You can check in early\" unless authorized.\n\nESCALATE:\n- Early arrival.\n- Late checkout request.\n- Refund/discount request.\n- Maintenance problem.\n- Cleanliness complaint.\n- Safety issue.\n- Guest becomes upset or unsafe.\n- Access problem.\n- Guest reports missing supplies.\n- Pool, AC, plumbing, lock, or appliance issue.\n\nDOCUMENT:\n- What happened.\n- Time.\n- Location.\n- Guest request or issue.\n- Photos if useful.\n- Action taken.\n- Whether manager was notified.",
          "content_kind": "text",
          "media_placeholders": [
            {
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              "caption": "Guest Interaction Quick Reference (downloadable)",
              "filename": "guest-interaction-quick-reference.pdf",
              "kind": "pdf",
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            }
          ]
        },
        "id": "fcd8c9f6-9eff-4882-a2eb-991b7c7a4e27",
        "instructions": null,
        "name": "Guest Interaction Quick Reference",
        "node_type": "content_step",
        "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Guest Interaction Quick Reference",
        "reference_media": [],
        "sort_order": 4,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "acknowledgment_label": "I understand that guest interaction notes should be factual, professional, and useful.",
          "body": ""
        },
        "id": "57ad1e52-5a81-47f8-a850-5e39276e8640",
        "instructions": null,
        "name": "I understand that guest interaction notes should be factual, professional, and u",
        "node_type": "acknowledgment_step",
        "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/I understand that guest interaction notes should be factual, professional, and u",
        "sort_order": 6,
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      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Document interactions that may affect operations, safety, check-in, or follow-up.",
          "options": [
            {
              "id": "a",
              "label": "Guest arrived early and requested entry."
            },
            {
              "id": "b",
              "label": "Guest reported AC problem."
            },
            {
              "id": "c",
              "label": "Guest requested late checkout."
            },
            {
              "id": "d",
              "label": "Guest interaction became unsafe."
            },
            {
              "id": "e",
              "label": "Guest said hello politely with no issue."
            }
          ],
          "points": 2,
          "prompt": "Which guest interactions should be documented?",
          "question_type": "multiple_select"
        },
        "id": "979ce0b2-1409-4a4f-8dec-036262a9cc04",
        "instructions": null,
        "name": "Interactions to document",
        "node_type": "question",
        "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Interactions to document",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "Professional notes should be factual and useful.",
          "options": [
            {
              "id": "a",
              "label": "Guest arrived at 2:15 pm before check-in and asked to enter. Manager notified."
            },
            {
              "id": "b",
              "label": "Guest was annoying."
            },
            {
              "id": "c",
              "label": "Guest is a problem."
            },
            {
              "id": "d",
              "label": "I hate early arrivals."
            }
          ],
          "points": 1,
          "prompt": "Which note is more professional?",
          "question_type": "multiple_choice"
        },
        "id": "5441a3f8-b545-4fc6-b465-bba8906965fc",
        "instructions": null,
        "name": "Professional note",
        "node_type": "question",
        "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
        "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Professional note",
        "sort_order": 101,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": null,
        "id": "a8746539-6ba1-4b7b-94ee-f88dd5770d13",
        "instructions": null,
        "name": "Final assessment",
        "node_type": "module",
        "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
        "path_text": "Interacting with Guests/Final assessment",
        "sort_order": 4,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "estimated_minutes": 5,
          "pass_threshold_percent": 80,
          "prerequisite_lesson_ids": [
            "b4aa041b-f320-4f54-a319-a0eb01e6e6bf"
          ],
          "question_pool_size": 8,
          "shuffle_questions": true
        },
        "id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "instructions": null,
        "name": "Interacting with Guests Final Assessment",
        "node_type": "lesson",
        "parent_node_id": "a8746539-6ba1-4b7b-94ee-f88dd5770d13",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment",
        "sort_order": 0,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "body": "This final assessment draws 8 random questions from a bank of 12 covering all modules. You need 80% to pass. Review prior lessons if needed before starting.",
          "content_kind": "text",
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        "id": "c6ae9ec7-58a0-44c2-945a-0245b0572f85",
        "instructions": null,
        "name": "Final assessment instructions",
        "node_type": "content_step",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final assessment instructions",
        "reference_media": [],
        "sort_order": 0,
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        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "The guest experience includes both property condition and how the guest is treated.",
          "options": [
            {
              "id": "a",
              "label": "Because a poor interaction can damage the guest experience even if the home is clean."
            },
            {
              "id": "b",
              "label": "Because talking replaces cleaning."
            },
            {
              "id": "c",
              "label": "Because guests do not care about cleanliness."
            },
            {
              "id": "d",
              "label": "Because field staff should make all refund decisions."
            }
          ],
          "points": 1,
          "prompt": "Why can guest interaction be as important as getting the house guest-ready?",
          "question_type": "multiple_choice"
        },
        "id": "8a69ede5-e831-49c1-8064-b6e1fe6266bf",
        "instructions": null,
        "name": "Final: interaction importance",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: interaction importance",
        "sort_order": 100,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Professional interaction is calm, respectful, and properly escalated.",
          "options": [
            {
              "id": "a",
              "label": "Speak calmly."
            },
            {
              "id": "b",
              "label": "Listen before responding."
            },
            {
              "id": "c",
              "label": "Avoid arguing."
            },
            {
              "id": "d",
              "label": "Report issues through the correct channel."
            },
            {
              "id": "e",
              "label": "Blame the previous guest."
            }
          ],
          "points": 2,
          "prompt": "Which behaviors are professional when interacting with guests?",
          "question_type": "multiple_select"
        },
        "id": "7a8e7614-2a33-4e33-9621-942a48be0cfa",
        "instructions": null,
        "name": "Final: professional behaviors",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: professional behaviors",
        "sort_order": 101,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "Early arrival should be handled politely and according to authorization rules.",
          "options": [
            {
              "id": "a",
              "label": "Politely explain the property is still being prepared and notify the manager."
            },
            {
              "id": "b",
              "label": "Let the guest enter automatically."
            },
            {
              "id": "c",
              "label": "Tell the guest the office messed up."
            },
            {
              "id": "d",
              "label": "Leave immediately without reporting."
            }
          ],
          "points": 1,
          "prompt": "A guest arrives early while the cleaner is still working. What should the cleaner do?",
          "question_type": "multiple_choice"
        },
        "id": "908652ea-50e4-46b4-8791-c6ee1678d987",
        "instructions": null,
        "name": "Final: early arrival",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: early arrival",
        "sort_order": 102,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Policy exceptions and commercial decisions belong to authorized staff.",
          "options": [
            {
              "id": "a",
              "label": "Refund."
            },
            {
              "id": "b",
              "label": "Discount."
            },
            {
              "id": "c",
              "label": "Late checkout."
            },
            {
              "id": "d",
              "label": "Early check-in."
            },
            {
              "id": "e",
              "label": "Reporting a broken item."
            }
          ],
          "points": 2,
          "prompt": "Which requests should field staff avoid approving unless authorized?",
          "question_type": "multiple_select"
        },
        "id": "37f3699d-ffae-45b4-ab09-71069349fd12",
        "instructions": null,
        "name": "Final: unauthorized approvals",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: unauthorized approvals",
        "sort_order": 103,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "The response acknowledges the guest and escalates the issue.",
          "options": [
            {
              "id": "a",
              "label": "I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up."
            },
            {
              "id": "b",
              "label": "That always happens here."
            },
            {
              "id": "c",
              "label": "Not my problem."
            },
            {
              "id": "d",
              "label": "You probably broke it."
            }
          ],
          "points": 1,
          "prompt": "A guest says the AC is not cooling. What is the best response?",
          "question_type": "multiple_choice"
        },
        "id": "97870c79-3073-4c34-acf6-38d09d689130",
        "instructions": null,
        "name": "Final: AC not cooling",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: AC not cooling",
        "sort_order": 104,
        "source_node_id": null,
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          "correct_answers": [
            "a",
            "b",
            "c",
            "d",
            "e"
          ],
          "explanation": "Internal and private matters should not be discussed with guests.",
          "options": [
            {
              "id": "a",
              "label": "Cleaner pay."
            },
            {
              "id": "b",
              "label": "Owner complaints."
            },
            {
              "id": "c",
              "label": "Previous guest behavior."
            },
            {
              "id": "d",
              "label": "Private access codes."
            },
            {
              "id": "e",
              "label": "Internal blame."
            },
            {
              "id": "f",
              "label": "Basic statement that an issue has been reported."
            }
          ],
          "points": 2,
          "prompt": "Which topics should not be discussed with guests?",
          "question_type": "multiple_select"
        },
        "id": "a1588b26-9d2f-4814-b626-e7e56c7e099d",
        "instructions": null,
        "name": "Final: topics to avoid",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: topics to avoid",
        "sort_order": 105,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "correct_answer": "a",
          "explanation": "Staff safety comes first.",
          "options": [
            {
              "id": "a",
              "label": "Leave the situation and report immediately."
            },
            {
              "id": "b",
              "label": "Argue until the guest calms down."
            },
            {
              "id": "c",
              "label": "Promise anything requested."
            },
            {
              "id": "d",
              "label": "Ignore personal safety."
            }
          ],
          "points": 1,
          "prompt": "What should staff do if a guest becomes threatening or unsafe?",
          "question_type": "multiple_choice"
        },
        "id": "ae80bc99-ef5f-4afc-8a99-166de4bf6bc7",
        "instructions": null,
        "name": "Final: unsafe guest",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: unsafe guest",
        "sort_order": 106,
        "source_node_id": null,
        "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
      },
      {
        "extra": {
          "all_correct_required": true,
          "correct_answers": [
            "a",
            "b",
            "c",
            "d"
          ],
          "explanation": "Document interactions that may require follow-up or affect operations.",
          "options": [
            {
              "id": "a",
              "label": "Early arrival request."
            },
            {
              "id": "b",
              "label": "Maintenance issue reported by guest."
            },
            {
              "id": "c",
              "label": "Late checkout request."
            },
            {
              "id": "d",
              "label": "Unsafe or abusive interaction."
            },
            {
              "id": "e",
              "label": "Guest says hello with no issue."
            }
          ],
          "points": 2,
          "prompt": "Which guest interactions should be documented?",
          "question_type": "multiple_select"
        },
        "id": "dd3d6567-2cf6-4083-979a-5324efac0de8",
        "instructions": null,
        "name": "Final: document interactions",
        "node_type": "question",
        "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
        "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: document interactions",
        "sort_order": 107,
        "source_node_id": null,
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        "extra": {
          "correct_answer": "a",
          "explanation": "Notes should be factual, professional, and useful.",
          "options": [
            {
              "id": "a",
              "label": "Guest arrived at 2:15 pm before check-in and asked to enter. Manager notified."
            },
            {
              "id": "b",
              "label": "Guest was annoying."
            },
            {
              "id": "c",
              "label": "Guest caused drama."
            },
            {
              "id": "d",
              "label": "I did not like the guest."
            }
          ],
          "points": 1,
          "prompt": "Which is the best factual note?",
          "question_type": "multiple_choice"
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          "correct_answer": "a",
          "explanation": "The cleaner should stay polite, report the issue, and avoid unauthorized promises.",
          "options": [
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              "id": "a",
              "label": "I\u0027m not authorized to approve a refund, but I\u0027ll report the pool issue and pass your request to the manager."
            },
            {
              "id": "b",
              "label": "Yes, I\u0027ll refund you."
            },
            {
              "id": "c",
              "label": "No refunds ever."
            },
            {
              "id": "d",
              "label": "Use the pool anyway."
            }
          ],
          "points": 1,
          "prompt": "A guest asks the cleaner for a refund because the pool is cloudy. What should the cleaner say?",
          "question_type": "multiple_choice"
        },
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          "prompt": "Scenario: A guest arrives early and is frustrated that the home is not ready. Write a professional response.",
          "question_type": "long_form",
          "requires_review": true,
          "rubric": "A strong answer should be polite, calm, avoid blame, explain the home is still being prepared, avoid promising early entry, and mention notifying the manager."
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          "prompt": "Scenario: A guest tells a maintenance worker that the toilet is blocked and asks for compensation. What should the worker do?",
          "question_type": "long_form",
          "requires_review": true,
          "rubric": "A strong answer should acknowledge the issue, report or handle the maintenance problem according to role, avoid promising compensation, and pass the compensation request to the manager."
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                      "body": "Guest interaction is part of the guest-ready standard.\n\nA property can be clean, stocked, and inspected, but the guest experience can still be damaged by poor communication. Field staff do not need to solve every guest problem themselves, but they do need to be polite, calm, professional, and quick to escalate issues to the right person.\n\nThe goal is simple:\nBe helpful, be professional, stay in your role, and protect the guest experience.",
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                      "body": "A guest-ready property is not only about clean floors, made beds, stocked bathrooms, and working appliances.\n\nGuest-ready also means the guest feels:\n- Welcome.\n- Respected.\n- Helped.\n- Safe.\n- Taken seriously.\n- Confident that someone is looking after the property.\n\nA cleaner, inspector, or maintenance worker may only speak to a guest for 30 seconds, but that short interaction can shape how the guest feels about the entire stay.\n\nA great clean can be undone by a rude, dismissive, or confusing conversation.",
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                      "body": "Good guest interaction can:\n- Prevent complaints from getting worse.\n- Build trust.\n- Reduce guest frustration.\n- Help managers respond faster.\n- Protect reviews.\n- Make the company look professional.\n- Calm difficult situations.\n\nPoor guest interaction can:\n- Create a bad first impression.\n- Make the guest feel ignored.\n- Lead to poor reviews.\n- Create confusion.\n- Escalate a small issue into a larger complaint.\n- Make the company look disorganized.",
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                      "acknowledgment_label": "I understand that professional guest interaction can be as important as completing the physical clean.",
                      "body": ""
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                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Guest interaction supports the guest experience, but it does not replace cleaning or operational standards.",
                      "options": [
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                          "id": "a",
                          "label": "It can affect guest trust."
                        },
                        {
                          "id": "b",
                          "label": "It can affect reviews."
                        },
                        {
                          "id": "c",
                          "label": "It can prevent small issues from becoming larger complaints."
                        },
                        {
                          "id": "d",
                          "label": "It makes the company look professional."
                        },
                        {
                          "id": "e",
                          "label": "It replaces cleaning the property."
                        }
                      ],
                      "points": 2,
                      "prompt": "Why does guest interaction matter in vacation rental operations?",
                      "question_type": "multiple_select"
                    },
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                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                      "correct_answer": "b",
                      "explanation": "Guest experience includes both property condition and how the guest is treated.",
                      "options": [
                        {
                          "id": "a",
                          "label": "A clean house is the only thing guests notice."
                        },
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                          "id": "b",
                          "label": "A poor interaction can damage the guest experience even if the home is clean."
                        },
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                          "id": "c",
                          "label": "Field staff should ignore guests."
                        },
                        {
                          "id": "d",
                          "label": "Guests should always be told to solve issues themselves."
                        }
                      ],
                      "points": 1,
                      "prompt": "Which statement is correct?",
                      "question_type": "multiple_choice"
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                      "body": "When speaking with a guest, field staff should be:\n\nPolite:\nUse a respectful tone and simple greeting.\n\nCalm:\nDo not show frustration, even if the guest is upset.\n\nBrief:\nAnswer what you can, but do not over-explain or guess.\n\nHelpful:\nOffer to report the issue or direct them to the correct contact.\n\nProfessional:\nDo not complain about the company, owner, manager, previous guests, or other team members.\n\nRole-aware:\nDo not promise refunds, discounts, early check-in, late checkout, free services, or repairs unless authorized.",
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                      "body": "Useful phrases:\n\n\"Good morning, I\u0027m here to help get the property ready.\"\n\n\"I\u0027m sorry you\u0027re dealing with that. I\u0027ll report it to the manager right away.\"\n\n\"I don\u0027t want to give you the wrong answer, so I\u0027ll ask the office/manager to follow up.\"\n\n\"I can take a photo and send this in so it gets handled properly.\"\n\n\"I\u0027m not authorized to approve that, but I can make sure the request is passed on.\"\n\n\"I understand. Let me get that reported for you.\"\n\nAvoid phrases:\n\n\"That\u0027s not my problem.\"\n\n\"I don\u0027t know.\"\n\n\"The last guest did it.\"\n\n\"The owner never fixes anything.\"\n\n\"You\u0027ll have to deal with it.\"\n\n\"That always happens here.\"\n\n\"I\u0027m just the cleaner.\"",
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                      "acknowledgment_label": "I understand that I should be polite, calm, helpful, and should not make promises I am not authorized to make.",
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                      "correct_answers": [
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                        "b",
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                      "explanation": "Professional phrases acknowledge the guest and help move the issue to the right person.",
                      "options": [
                        {
                          "id": "a",
                          "label": "I\u0027ll report that to the manager right away."
                        },
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                          "id": "b",
                          "label": "I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up."
                        },
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                          "id": "c",
                          "label": "I can take a photo and send this in."
                        },
                        {
                          "id": "d",
                          "label": "That\u0027s not my problem."
                        },
                        {
                          "id": "e",
                          "label": "The owner never fixes anything."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which phrases are professional and appropriate?",
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                      "explanation": "Field staff can offer to report issues but should not promise commercial decisions or policy exceptions.",
                      "options": [
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                          "label": "Refunds."
                        },
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                          "label": "Discounts."
                        },
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                          "id": "c",
                          "label": "Free services."
                        },
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                          "label": "Late checkout."
                        },
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                          "id": "e",
                          "label": "Reporting an issue to the manager."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which promises should field staff avoid unless authorized?",
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                      "body": "Guests may be tired, stressed, traveling with children, arriving late, or dealing with an unexpected problem. Tone matters.\n\nGood habits:\n- Smile if appropriate.\n- Speak calmly.\n- Avoid arguing.\n- Do not interrupt.\n- Listen before responding.\n- Keep your phone use professional.\n- Avoid eye-rolling or visible frustration.\n- Keep conversations short if you are on a time-sensitive turnover.\n- Be respectful even if the guest is wrong.\n- Walk away and escalate if the situation becomes aggressive or unsafe.\n\nProfessional does not mean accepting abuse. If a guest becomes threatening, unsafe, or abusive, leave the situation and report it immediately.",
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                    "id": "a2e6d4b2-cd6d-4f70-a5fc-94d72cc03c74",
                    "instructions": null,
                    "name": "How you say it matters",
                    "node_type": "content_step",
                    "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
                    "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/How you say it matters",
                    "reference_media": [],
                    "sort_order": 0,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "body": "A calm tone can stop a small issue becoming a larger complaint.",
                      "content_kind": "text",
                      "media_placeholders": [
                        {
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                          "caption": "A calm tone can stop a small issue becoming a larger complaint.",
                          "filename": "calm-professional-tone.png",
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                        }
                      ]
                    },
                    "id": "add8d506-d6d3-4693-a507-2b36abba4132",
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                    "name": "Tone visual",
                    "node_type": "content_step",
                    "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
                    "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Tone visual",
                    "reference_media": [],
                    "sort_order": 2,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "acknowledgment_label": "I understand that I should remain calm and professional, but should leave and report if a situation becomes unsafe.",
                      "body": ""
                    },
                    "id": "43dbfdbf-7798-4bb5-b833-a0133f3fc9ac",
                    "instructions": null,
                    "name": "I understand that I should remain calm and professional, but should leave and re",
                    "node_type": "acknowledgment_step",
                    "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
                    "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/I understand that I should remain calm and professional, but should leave and re",
                    "sort_order": 4,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Calm, respectful communication helps protect the guest experience and staff safety.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Speak calmly."
                        },
                        {
                          "id": "b",
                          "label": "Listen before responding."
                        },
                        {
                          "id": "c",
                          "label": "Avoid arguing."
                        },
                        {
                          "id": "d",
                          "label": "Escalate unsafe situations."
                        },
                        {
                          "id": "e",
                          "label": "Roll your eyes if the guest is wrong."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which behaviors support professional guest interaction?",
                      "question_type": "multiple_select"
                    },
                    "id": "9a649f11-615d-4353-afac-1618dff7795d",
                    "instructions": null,
                    "name": "Professional behaviors",
                    "node_type": "question",
                    "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
                    "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Professional behaviors",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "Staff safety comes first. Unsafe situations should be escalated immediately.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Leave the situation and report it immediately."
                        },
                        {
                          "id": "b",
                          "label": "Argue until they calm down."
                        },
                        {
                          "id": "c",
                          "label": "Ignore your safety."
                        },
                        {
                          "id": "d",
                          "label": "Promise anything they want."
                        }
                      ],
                      "points": 1,
                      "prompt": "What should you do if a guest becomes threatening or unsafe?",
                      "question_type": "multiple_choice"
                    },
                    "id": "b6392792-9c61-438d-854b-505311777e00",
                    "instructions": null,
                    "name": "Threatening guest",
                    "node_type": "question",
                    "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
                    "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Threatening guest",
                    "sort_order": 101,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  }
                ],
                "extra": {
                  "estimated_minutes": 4,
                  "prerequisite_lesson_ids": [
                    "8f67d303-6a71-489d-8d65-46fe16faccee"
                  ]
                },
                "id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
                "instructions": null,
                "name": "Body language, tone, and professionalism",
                "node_type": "lesson",
                "parent_node_id": "8907f35a-cfe1-4d6f-bda4-27f3c461964c",
                "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism",
                "sort_order": 1,
                "source_node_id": null,
                "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
              }
            ],
            "extra": null,
            "id": "8907f35a-cfe1-4d6f-bda4-27f3c461964c",
            "instructions": null,
            "name": "Professional field-team communication",
            "node_type": "module",
            "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
            "path_text": "Interacting with Guests/Professional field-team communication",
            "sort_order": 1,
            "source_node_id": null,
            "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
          },
          {
            "children": [
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                "children": [
                  {
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                    "extra": {
                      "body": "Sometimes guests arrive before the property is ready.\n\nIf a guest arrives early:\n- Be polite.\n- Do not let them enter unless authorized.\n- Explain that the property is still being prepared.\n- Do not promise a specific early check-in unless authorized.\n- Notify the manager or office.\n- Continue working if safe and appropriate.\n- Keep the property secure.\n\nExample response:\n\"Hi, we\u0027re still preparing the property for arrival. I\u0027m not authorized to release it early, but I\u0027ll let the manager know you\u0027re here.\"\n\nDo not say:\n\"You can come in if you want.\"\n\"It\u0027s basically done.\"\n\"The office always messes this up.\"\n\"I\u0027ll be finished in 10 minutes\" unless you are certain and authorized to say so.",
                      "content_kind": "text"
                    },
                    "id": "f9800663-b8ba-43da-b152-f9e5749714b9",
                    "instructions": null,
                    "name": "Early arrival",
                    "node_type": "content_step",
                    "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                    "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival",
                    "reference_media": [],
                    "sort_order": 0,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "acknowledgment_label": "I understand that early arrival requests should be handled politely but must follow company instructions.",
                      "body": ""
                    },
                    "id": "d89f366f-28c7-49b9-9e04-1dcb4825c16a",
                    "instructions": null,
                    "name": "I understand that early arrival requests should be handled politely but must fol",
                    "node_type": "acknowledgment_step",
                    "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                    "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/I understand that early arrival requests should be handled politely but must fol",
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                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
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                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Early arrival should be handled politely but only according to company policy.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Be polite."
                        },
                        {
                          "id": "b",
                          "label": "Explain the property is still being prepared."
                        },
                        {
                          "id": "c",
                          "label": "Notify the manager or office."
                        },
                        {
                          "id": "d",
                          "label": "Follow authorization rules before allowing entry."
                        },
                        {
                          "id": "e",
                          "label": "Let the guest enter automatically."
                        }
                      ],
                      "points": 2,
                      "prompt": "What should staff do if a guest arrives before the property is ready?",
                      "question_type": "multiple_select"
                    },
                    "id": "802a3fc0-8199-4a0f-809c-3cafe838eb62",
                    "instructions": null,
                    "name": "Early arrival actions",
                    "node_type": "question",
                    "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                    "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival actions",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "This phrase is polite, clear, and keeps the decision with the manager.",
                      "options": [
                        {
                          "id": "a",
                          "label": "We\u0027re still preparing the property. I\u0027ll let the manager know you\u0027re here."
                        },
                        {
                          "id": "b",
                          "label": "Just go in, it\u0027s probably fine."
                        },
                        {
                          "id": "c",
                          "label": "The office messed up again."
                        },
                        {
                          "id": "d",
                          "label": "You can have a refund."
                        }
                      ],
                      "points": 1,
                      "prompt": "Which phrase is appropriate for an early-arriving guest?",
                      "question_type": "multiple_choice"
                    },
                    "id": "0d697252-24fa-4183-8c9c-639c6e995263",
                    "instructions": null,
                    "name": "Early arrival phrase",
                    "node_type": "question",
                    "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                    "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival phrase",
                    "sort_order": 101,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  }
                ],
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                  "prerequisite_lesson_ids": [
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                  ]
                },
                "id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                "instructions": null,
                "name": "Guest arrives early during cleaning",
                "node_type": "lesson",
                "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
                "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning",
                "sort_order": 0,
                "source_node_id": null,
                "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
              },
              {
                "children": [
                  {
                    "children": [],
                    "extra": {
                      "body": "Guests may report problems directly to cleaners, inspectors, or maintenance staff.\n\nExamples:\n- \"The AC is not cooling.\"\n- \"There are not enough towels.\"\n- \"The pool looks dirty.\"\n- \"The code does not work.\"\n- \"The house smells musty.\"\n- \"The toilet is blocked.\"\n- \"The TV remote is missing.\"\n- \"There are bugs.\"\n- \"Something is broken.\"\n\nUse this process:\n1. Listen.\n2. Acknowledge.\n3. Do not argue.\n4. Do not blame.\n5. Do not promise unauthorized compensation or timelines.\n6. Gather basic details.\n7. Take photos if useful and appropriate.\n8. Report through the correct channel.\n9. Tell the guest the issue has been passed on.\n\nExample:\n\"I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up.\"",
                      "content_kind": "text"
                    },
                    "id": "d53ad434-fcc6-451e-81ed-7f55b4b819ce",
                    "instructions": null,
                    "name": "Listen, acknowledge, report",
                    "node_type": "content_step",
                    "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                    "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Listen, acknowledge, report",
                    "reference_media": [],
                    "sort_order": 0,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "body": "Listen, acknowledge, report, and document.",
                      "content_kind": "text",
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                          "caption": "Listen, acknowledge, report, and document.",
                          "filename": "guest-issue-escalation-flow.png",
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                      ]
                    },
                    "id": "701de702-9e4b-410c-9c6b-aa6919adaea2",
                    "instructions": null,
                    "name": "Escalation flow",
                    "node_type": "content_step",
                    "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                    "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Escalation flow",
                    "reference_media": [],
                    "sort_order": 2,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "acknowledgment_label": "I understand that I should report guest issues clearly and should not argue, blame, or promise unauthorized outcomes.",
                      "body": ""
                    },
                    "id": "67dcb70e-b874-4a90-98c6-a79b2aeec853",
                    "instructions": null,
                    "name": "I understand that I should report guest issues clearly and should not argue, bla",
                    "node_type": "acknowledgment_step",
                    "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                    "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/I understand that I should report guest issues clearly and should not argue, bla",
                    "sort_order": 4,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "The field team should acknowledge the issue and move it to the right person.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Listen, acknowledge, and report it."
                        },
                        {
                          "id": "b",
                          "label": "Tell them they are wrong."
                        },
                        {
                          "id": "c",
                          "label": "Blame the previous guest."
                        },
                        {
                          "id": "d",
                          "label": "Promise a refund."
                        }
                      ],
                      "points": 1,
                      "prompt": "What is the best first response when a guest reports a problem?",
                      "question_type": "multiple_choice"
                    },
                    "id": "678e6f17-9b0c-453d-a782-b9ecf0be548f",
                    "instructions": null,
                    "name": "Best first response",
                    "node_type": "question",
                    "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                    "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Best first response",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "A useful report includes the issue, location, evidence, and urgency.",
                      "options": [
                        {
                          "id": "a",
                          "label": "What the guest reported."
                        },
                        {
                          "id": "b",
                          "label": "Where the issue is."
                        },
                        {
                          "id": "c",
                          "label": "Photos if useful."
                        },
                        {
                          "id": "d",
                          "label": "Urgency or guest-readiness impact."
                        },
                        {
                          "id": "e",
                          "label": "Personal opinion about the guest."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which details are useful when reporting a guest issue?",
                      "question_type": "multiple_select"
                    },
                    "id": "ae1abd16-5389-4dac-84a5-02c9fca379e7",
                    "instructions": null,
                    "name": "Useful report details",
                    "node_type": "question",
                    "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                    "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Useful report details",
                    "sort_order": 101,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  }
                ],
                "extra": {
                  "estimated_minutes": 5,
                  "prerequisite_lesson_ids": [
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                  ]
                },
                "id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                "instructions": null,
                "name": "Guest reports a problem to field staff",
                "node_type": "lesson",
                "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
                "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff",
                "sort_order": 1,
                "source_node_id": null,
                "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
              },
              {
                "children": [
                  {
                    "children": [],
                    "extra": {
                      "body": "Guests may ask field staff for things they are not authorized to approve.\n\nExamples:\n- Early check-in.\n- Late checkout.\n- Refund.\n- Discount.\n- Extra supplies not in policy.\n- Moving to another property.\n- Pool heat changes.\n- Pet approval.\n- Parking exceptions.\n- Repair timelines.\n- Owner contact details.\n\nThe correct response is not to be rude. The correct response is to stay in role.\n\nExample:\n\"I\u0027m not authorized to approve that, but I can pass the request to the manager.\"\n\nor\n\n\"I don\u0027t want to give you the wrong answer. Please contact the office/manager, and I\u0027ll also report that you asked.\"",
                      "content_kind": "text"
                    },
                    "id": "5e81563a-358a-4088-8ce1-7b1ebd960044",
                    "instructions": null,
                    "name": "Stay helpful but stay in role",
                    "node_type": "content_step",
                    "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                    "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Stay helpful but stay in role",
                    "reference_media": [],
                    "sort_order": 0,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "body": "Field staff can be helpful without making unauthorized promises.",
                      "content_kind": "text",
                      "media_placeholders": [
                        {
                          "alt_text": "",
                          "caption": "Field staff can be helpful without making unauthorized promises.",
                          "filename": "guest-boundaries-guide.png",
                          "kind": "photo",
                          "placeholder": true
                        }
                      ]
                    },
                    "id": "0524ab52-f83c-4120-9d4e-33988c91aa89",
                    "instructions": null,
                    "name": "Boundaries visual",
                    "node_type": "content_step",
                    "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                    "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Boundaries visual",
                    "reference_media": [],
                    "sort_order": 2,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "acknowledgment_label": "I understand that I should not approve refunds, discounts, access changes, or policy exceptions unless authorized.",
                      "body": ""
                    },
                    "id": "e223f0fd-fe91-4289-a9da-f816210f401b",
                    "instructions": null,
                    "name": "I understand that I should not approve refunds, discounts, access changes, or po",
                    "node_type": "acknowledgment_step",
                    "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                    "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/I understand that I should not approve refunds, discounts, access changes, or po",
                    "sort_order": 4,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Commercial decisions and policy exceptions should be handled by authorized staff.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Refund request."
                        },
                        {
                          "id": "b",
                          "label": "Late checkout request."
                        },
                        {
                          "id": "c",
                          "label": "Early check-in approval."
                        },
                        {
                          "id": "d",
                          "label": "Moving to another property."
                        },
                        {
                          "id": "e",
                          "label": "Reporting a broken remote."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which guest requests should usually be escalated to a manager rather than approved by field staff?",
                      "question_type": "multiple_select"
                    },
                    "id": "d928610e-ba09-46c4-9e01-0e9510bddb03",
                    "instructions": null,
                    "name": "Requests to escalate",
                    "node_type": "question",
                    "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                    "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Requests to escalate",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "This keeps the response polite while staying inside role boundaries.",
                      "options": [
                        {
                          "id": "a",
                          "label": "I\u0027m not authorized to approve that, but I can pass the request to the manager."
                        },
                        {
                          "id": "b",
                          "label": "Yes, I\u0027ll refund you."
                        },
                        {
                          "id": "c",
                          "label": "No chance."
                        },
                        {
                          "id": "d",
                          "label": "That\u0027s not my problem."
                        }
                      ],
                      "points": 1,
                      "prompt": "Which response is best when a guest asks for a refund?",
                      "question_type": "multiple_choice"
                    },
                    "id": "aa25311a-1ae3-40c4-9f84-5f45c9f30f72",
                    "instructions": null,
                    "name": "Refund request response",
                    "node_type": "question",
                    "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                    "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Refund request response",
                    "sort_order": 101,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  }
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                  "estimated_minutes": 4,
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                },
                "id": "67c9b337-daa5-42be-a186-533c674aa420",
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                "name": "Guest asks for something outside your role",
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                "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
              }
            ],
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            "id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
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                    "extra": {
                      "body": "Field staff should not discuss internal business matters with guests.\n\nDo not discuss:\n- Owner complaints.\n- Cleaner pay.\n- Staffing problems.\n- Previous guest behavior.\n- Internal mistakes.\n- Private owner information.\n- Door codes for other properties.\n- Other guest information.\n- Blame or fault.\n- Refund decisions.\n- Legal, insurance, or safety liability opinions.\n- Negative opinions about the property, owner, manager, or company.\n\nIf the guest asks something sensitive, redirect politely.\n\nExample:\n\"I\u0027m not the best person to answer that, but I\u0027ll ask the manager to follow up.\"",
                      "content_kind": "text"
                    },
                    "id": "4c2c86d0-6157-4059-9f87-cdb59a4a528b",
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                    "name": "Protect the company and the guest",
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                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Protect the company and the guest",
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                      "acknowledgment_label": "I understand that internal business matters and private information should not be discussed with guests.",
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                    },
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                    "name": "I understand that internal business matters and private information should not b",
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                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d",
                        "e"
                      ],
                      "explanation": "Internal, private, or sensitive matters should not be discussed with guests.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Owner complaints."
                        },
                        {
                          "id": "b",
                          "label": "Previous guest behavior."
                        },
                        {
                          "id": "c",
                          "label": "Cleaner pay."
                        },
                        {
                          "id": "d",
                          "label": "Refund decisions."
                        },
                        {
                          "id": "e",
                          "label": "Private access codes."
                        },
                        {
                          "id": "f",
                          "label": "Reporting that a broken item has been passed to the manager."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which topics should field staff avoid discussing with guests?",
                      "question_type": "multiple_select"
                    },
                    "id": "41a42734-a755-4ec7-800d-11d707e57fc2",
                    "instructions": null,
                    "name": "Topics to avoid",
                    "node_type": "question",
                    "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Topics to avoid",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  }
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                  "estimated_minutes": 4,
                  "prerequisite_lesson_ids": [
                    "67c9b337-daa5-42be-a186-533c674aa420"
                  ]
                },
                "id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
                "instructions": null,
                "name": "What not to discuss with guests",
                "node_type": "lesson",
                "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
                "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests",
                "sort_order": 0,
                "source_node_id": null,
                "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                  {
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                    "extra": {
                      "body": "If a guest interaction could affect the stay, review, safety, maintenance, access, or check-in, it should be documented.\n\nDocument:\n- Guest arrived early.\n- Guest requested late checkout.\n- Guest reported maintenance issue.\n- Guest reported cleanliness concern.\n- Guest was upset.\n- Guest refused access.\n- Guest left belongings.\n- Guest mentioned safety concern.\n- Guest made a special request.\n- Guest interaction became unsafe or abusive.\n\nGood documentation should be brief, factual, and professional.\n\nGood note:\n\"Guest arrived at 2:15 pm before check-in and asked to enter. I advised the property was still being prepared and notified manager.\"\n\nBad note:\n\"Guest was annoying and impatient.\"",
                      "content_kind": "text"
                    },
                    "id": "a900de9a-d365-4426-b4fd-13526e24ab56",
                    "instructions": null,
                    "name": "Why documentation matters",
                    "node_type": "content_step",
                    "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Why documentation matters",
                    "reference_media": [],
                    "sort_order": 0,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "body": "Use this route to document guest interactions that may require manager awareness or follow-up.",
                      "content_kind": "text",
                      "deep_link_label": "Log Guest Interaction",
                      "deep_link_url": "/guest-interactions/new"
                    },
                    "id": "df850ccb-0de4-4fbb-9494-794017c3cd04",
                    "instructions": null,
                    "name": "Report interaction deep link",
                    "node_type": "content_step",
                    "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Report interaction deep link",
                    "reference_media": [],
                    "sort_order": 2,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
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                    "extra": {
                      "body": "DO:\n- Be polite.\n- Stay calm.\n- Listen first.\n- Acknowledge the issue.\n- Report through the correct channel.\n- Use factual notes.\n- Take photos if useful and appropriate.\n- Stay within your role.\n- Leave and report if unsafe.\n\nSAY:\n- \"I\u0027ll report that to the manager right away.\"\n- \"I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up.\"\n- \"I can take a photo and send this in.\"\n- \"I\u0027m not authorized to approve that, but I can pass the request on.\"\n- \"I understand. Let me get that reported for you.\"\n\nDO NOT SAY:\n- \"That\u0027s not my problem.\"\n- \"The owner never fixes anything.\"\n- \"The last guest did it.\"\n- \"The office messed up.\"\n- \"You\u0027ll have to deal with it.\"\n- \"I\u0027ll give you a refund.\"\n- \"You can check in early\" unless authorized.\n\nESCALATE:\n- Early arrival.\n- Late checkout request.\n- Refund/discount request.\n- Maintenance problem.\n- Cleanliness complaint.\n- Safety issue.\n- Guest becomes upset or unsafe.\n- Access problem.\n- Guest reports missing supplies.\n- Pool, AC, plumbing, lock, or appliance issue.\n\nDOCUMENT:\n- What happened.\n- Time.\n- Location.\n- Guest request or issue.\n- Photos if useful.\n- Action taken.\n- Whether manager was notified.",
                      "content_kind": "text",
                      "media_placeholders": [
                        {
                          "alt_text": "",
                          "caption": "Guest Interaction Quick Reference (downloadable)",
                          "filename": "guest-interaction-quick-reference.pdf",
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                        }
                      ]
                    },
                    "id": "fcd8c9f6-9eff-4882-a2eb-991b7c7a4e27",
                    "instructions": null,
                    "name": "Guest Interaction Quick Reference",
                    "node_type": "content_step",
                    "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Guest Interaction Quick Reference",
                    "reference_media": [],
                    "sort_order": 4,
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                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                  {
                    "children": [],
                    "extra": {
                      "acknowledgment_label": "I understand that guest interaction notes should be factual, professional, and useful.",
                      "body": ""
                    },
                    "id": "57ad1e52-5a81-47f8-a850-5e39276e8640",
                    "instructions": null,
                    "name": "I understand that guest interaction notes should be factual, professional, and u",
                    "node_type": "acknowledgment_step",
                    "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/I understand that guest interaction notes should be factual, professional, and u",
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                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Document interactions that may affect operations, safety, check-in, or follow-up.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Guest arrived early and requested entry."
                        },
                        {
                          "id": "b",
                          "label": "Guest reported AC problem."
                        },
                        {
                          "id": "c",
                          "label": "Guest requested late checkout."
                        },
                        {
                          "id": "d",
                          "label": "Guest interaction became unsafe."
                        },
                        {
                          "id": "e",
                          "label": "Guest said hello politely with no issue."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which guest interactions should be documented?",
                      "question_type": "multiple_select"
                    },
                    "id": "979ce0b2-1409-4a4f-8dec-036262a9cc04",
                    "instructions": null,
                    "name": "Interactions to document",
                    "node_type": "question",
                    "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Interactions to document",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "Professional notes should be factual and useful.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Guest arrived at 2:15 pm before check-in and asked to enter. Manager notified."
                        },
                        {
                          "id": "b",
                          "label": "Guest was annoying."
                        },
                        {
                          "id": "c",
                          "label": "Guest is a problem."
                        },
                        {
                          "id": "d",
                          "label": "I hate early arrivals."
                        }
                      ],
                      "points": 1,
                      "prompt": "Which note is more professional?",
                      "question_type": "multiple_choice"
                    },
                    "id": "5441a3f8-b545-4fc6-b465-bba8906965fc",
                    "instructions": null,
                    "name": "Professional note",
                    "node_type": "question",
                    "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                    "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Professional note",
                    "sort_order": 101,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  }
                ],
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                  "estimated_minutes": 4,
                  "prerequisite_lesson_ids": [
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                  ]
                },
                "id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                "instructions": null,
                "name": "Documenting guest interactions",
                "node_type": "lesson",
                "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
                "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions",
                "sort_order": 1,
                "source_node_id": null,
                "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
              }
            ],
            "extra": null,
            "id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
            "instructions": null,
            "name": "Escalation, boundaries, and documentation",
            "node_type": "module",
            "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
            "path_text": "Interacting with Guests/Escalation, boundaries, and documentation",
            "sort_order": 3,
            "source_node_id": null,
            "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
          },
          {
            "children": [
              {
                "children": [
                  {
                    "children": [],
                    "extra": {
                      "body": "This final assessment draws 8 random questions from a bank of 12 covering all modules. You need 80% to pass. Review prior lessons if needed before starting.",
                      "content_kind": "text",
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                          "alt_text": "",
                          "caption": "Interacting with Guests course overview (placeholder)",
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                    "id": "c6ae9ec7-58a0-44c2-945a-0245b0572f85",
                    "instructions": null,
                    "name": "Final assessment instructions",
                    "node_type": "content_step",
                    "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                    "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final assessment instructions",
                    "reference_media": [],
                    "sort_order": 0,
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                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "The guest experience includes both property condition and how the guest is treated.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Because a poor interaction can damage the guest experience even if the home is clean."
                        },
                        {
                          "id": "b",
                          "label": "Because talking replaces cleaning."
                        },
                        {
                          "id": "c",
                          "label": "Because guests do not care about cleanliness."
                        },
                        {
                          "id": "d",
                          "label": "Because field staff should make all refund decisions."
                        }
                      ],
                      "points": 1,
                      "prompt": "Why can guest interaction be as important as getting the house guest-ready?",
                      "question_type": "multiple_choice"
                    },
                    "id": "8a69ede5-e831-49c1-8064-b6e1fe6266bf",
                    "instructions": null,
                    "name": "Final: interaction importance",
                    "node_type": "question",
                    "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                    "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: interaction importance",
                    "sort_order": 100,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Professional interaction is calm, respectful, and properly escalated.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Speak calmly."
                        },
                        {
                          "id": "b",
                          "label": "Listen before responding."
                        },
                        {
                          "id": "c",
                          "label": "Avoid arguing."
                        },
                        {
                          "id": "d",
                          "label": "Report issues through the correct channel."
                        },
                        {
                          "id": "e",
                          "label": "Blame the previous guest."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which behaviors are professional when interacting with guests?",
                      "question_type": "multiple_select"
                    },
                    "id": "7a8e7614-2a33-4e33-9621-942a48be0cfa",
                    "instructions": null,
                    "name": "Final: professional behaviors",
                    "node_type": "question",
                    "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                    "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: professional behaviors",
                    "sort_order": 101,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "Early arrival should be handled politely and according to authorization rules.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Politely explain the property is still being prepared and notify the manager."
                        },
                        {
                          "id": "b",
                          "label": "Let the guest enter automatically."
                        },
                        {
                          "id": "c",
                          "label": "Tell the guest the office messed up."
                        },
                        {
                          "id": "d",
                          "label": "Leave immediately without reporting."
                        }
                      ],
                      "points": 1,
                      "prompt": "A guest arrives early while the cleaner is still working. What should the cleaner do?",
                      "question_type": "multiple_choice"
                    },
                    "id": "908652ea-50e4-46b4-8791-c6ee1678d987",
                    "instructions": null,
                    "name": "Final: early arrival",
                    "node_type": "question",
                    "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                    "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: early arrival",
                    "sort_order": 102,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d"
                      ],
                      "explanation": "Policy exceptions and commercial decisions belong to authorized staff.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Refund."
                        },
                        {
                          "id": "b",
                          "label": "Discount."
                        },
                        {
                          "id": "c",
                          "label": "Late checkout."
                        },
                        {
                          "id": "d",
                          "label": "Early check-in."
                        },
                        {
                          "id": "e",
                          "label": "Reporting a broken item."
                        }
                      ],
                      "points": 2,
                      "prompt": "Which requests should field staff avoid approving unless authorized?",
                      "question_type": "multiple_select"
                    },
                    "id": "37f3699d-ffae-45b4-ab09-71069349fd12",
                    "instructions": null,
                    "name": "Final: unauthorized approvals",
                    "node_type": "question",
                    "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                    "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: unauthorized approvals",
                    "sort_order": 103,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "correct_answer": "a",
                      "explanation": "The response acknowledges the guest and escalates the issue.",
                      "options": [
                        {
                          "id": "a",
                          "label": "I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up."
                        },
                        {
                          "id": "b",
                          "label": "That always happens here."
                        },
                        {
                          "id": "c",
                          "label": "Not my problem."
                        },
                        {
                          "id": "d",
                          "label": "You probably broke it."
                        }
                      ],
                      "points": 1,
                      "prompt": "A guest says the AC is not cooling. What is the best response?",
                      "question_type": "multiple_choice"
                    },
                    "id": "97870c79-3073-4c34-acf6-38d09d689130",
                    "instructions": null,
                    "name": "Final: AC not cooling",
                    "node_type": "question",
                    "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                    "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: AC not cooling",
                    "sort_order": 104,
                    "source_node_id": null,
                    "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                  },
                  {
                    "children": [],
                    "extra": {
                      "all_correct_required": true,
                      "correct_answers": [
                        "a",
                        "b",
                        "c",
                        "d",
                        "e"
                      ],
                      "explanation": "Internal and private matters should not be discussed with guests.",
                      "options": [
                        {
                          "id": "a",
                          "label": "Cleaner pay."
                        },
                        {
                          "id": "b",
                          "label": "Owner complaints."
                        },
                        {
                          "id": "c",
                          "label": "Previous guest behavior."
                        },
                        {
                          "id": "d",
                          "label": "Private access codes."
                        },
                        {
                          "id": "e",
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      "parent_node_id": "5f4686a7-f629-49f5-91c8-9015b0483dba",
      "path_text": "Interacting with Guests/Why guest interaction matters/Guest interaction is part of guest readiness/I understand that professional guest interaction can be as important as completi",
      "sort_order": 10,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "Guest interaction supports the guest experience, but it does not replace cleaning or operational standards.",
        "options": [
          {
            "id": "a",
            "label": "It can affect guest trust."
          },
          {
            "id": "b",
            "label": "It can affect reviews."
          },
          {
            "id": "c",
            "label": "It can prevent small issues from becoming larger complaints."
          },
          {
            "id": "d",
            "label": "It makes the company look professional."
          },
          {
            "id": "e",
            "label": "It replaces cleaning the property."
          }
        ],
        "points": 2,
        "prompt": "Why does guest interaction matter in vacation rental operations?",
        "question_type": "multiple_select"
      },
      "id": "91c46f72-6ad5-4857-bc27-2f0714c2c88c",
      "instructions": null,
      "name": "Why guest interaction matters",
      "node_type": "question",
      "parent_node_id": "5f4686a7-f629-49f5-91c8-9015b0483dba",
      "path_text": "Interacting with Guests/Why guest interaction matters/Guest interaction is part of guest readiness/Why guest interaction matters",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "correct_answer": "b",
        "explanation": "Guest experience includes both property condition and how the guest is treated.",
        "options": [
          {
            "id": "a",
            "label": "A clean house is the only thing guests notice."
          },
          {
            "id": "b",
            "label": "A poor interaction can damage the guest experience even if the home is clean."
          },
          {
            "id": "c",
            "label": "Field staff should ignore guests."
          },
          {
            "id": "d",
            "label": "Guests should always be told to solve issues themselves."
          }
        ],
        "points": 1,
        "prompt": "Which statement is correct?",
        "question_type": "multiple_choice"
      },
      "id": "22179ba7-3a1c-4829-968b-576daeb15bb2",
      "instructions": null,
      "name": "Clean home and interaction",
      "node_type": "question",
      "parent_node_id": "5f4686a7-f629-49f5-91c8-9015b0483dba",
      "path_text": "Interacting with Guests/Why guest interaction matters/Guest interaction is part of guest readiness/Clean home and interaction",
      "sort_order": 101,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": null,
      "id": "8907f35a-cfe1-4d6f-bda4-27f3c461964c",
      "instructions": null,
      "name": "Professional field-team communication",
      "node_type": "module",
      "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
      "path_text": "Interacting with Guests/Professional field-team communication",
      "sort_order": 1,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 5,
        "prerequisite_lesson_ids": [
          "5f4686a7-f629-49f5-91c8-9015b0483dba"
        ]
      },
      "id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "instructions": null,
      "name": "How to speak with guests",
      "node_type": "lesson",
      "parent_node_id": "8907f35a-cfe1-4d6f-bda4-27f3c461964c",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests",
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "When speaking with a guest, field staff should be:\n\nPolite:\nUse a respectful tone and simple greeting.\n\nCalm:\nDo not show frustration, even if the guest is upset.\n\nBrief:\nAnswer what you can, but do not over-explain or guess.\n\nHelpful:\nOffer to report the issue or direct them to the correct contact.\n\nProfessional:\nDo not complain about the company, owner, manager, previous guests, or other team members.\n\nRole-aware:\nDo not promise refunds, discounts, early check-in, late checkout, free services, or repairs unless authorized.",
        "content_kind": "text"
      },
      "id": "7e33887b-6a65-4084-8147-f6c309bfd0b5",
      "instructions": null,
      "name": "The basic standard",
      "node_type": "content_step",
      "parent_node_id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests/The basic standard",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Useful phrases:\n\n\"Good morning, I\u0027m here to help get the property ready.\"\n\n\"I\u0027m sorry you\u0027re dealing with that. I\u0027ll report it to the manager right away.\"\n\n\"I don\u0027t want to give you the wrong answer, so I\u0027ll ask the office/manager to follow up.\"\n\n\"I can take a photo and send this in so it gets handled properly.\"\n\n\"I\u0027m not authorized to approve that, but I can make sure the request is passed on.\"\n\n\"I understand. Let me get that reported for you.\"\n\nAvoid phrases:\n\n\"That\u0027s not my problem.\"\n\n\"I don\u0027t know.\"\n\n\"The last guest did it.\"\n\n\"The owner never fixes anything.\"\n\n\"You\u0027ll have to deal with it.\"\n\n\"That always happens here.\"\n\n\"I\u0027m just the cleaner.\"",
        "content_kind": "text"
      },
      "id": "c1cae97e-4382-4281-8636-1cb9b3675572",
      "instructions": null,
      "name": "Simple phrases that work",
      "node_type": "content_step",
      "parent_node_id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests/Simple phrases that work",
      "reference_media": [],
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Professional communication should be polite, calm, and role-aware.",
        "content_kind": "text",
        "media_placeholders": [
          {
            "alt_text": "",
            "caption": "Professional communication should be polite, calm, and role-aware.",
            "filename": "professional-guest-greeting.png",
            "kind": "photo",
            "placeholder": true
          }
        ]
      },
      "id": "181dfcee-fba0-4651-839d-2b98248a4911",
      "instructions": null,
      "name": "Professional greeting visual",
      "node_type": "content_step",
      "parent_node_id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests/Professional greeting visual",
      "reference_media": [],
      "sort_order": 4,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that I should be polite, calm, helpful, and should not make promises I am not authorized to make.",
        "body": ""
      },
      "id": "9f5bfdea-984c-4b54-aeb1-4694db4dd1f0",
      "instructions": null,
      "name": "I understand that I should be polite, calm, helpful, and should not make promise",
      "node_type": "acknowledgment_step",
      "parent_node_id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests/I understand that I should be polite, calm, helpful, and should not make promise",
      "sort_order": 6,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c"
        ],
        "explanation": "Professional phrases acknowledge the guest and help move the issue to the right person.",
        "options": [
          {
            "id": "a",
            "label": "I\u0027ll report that to the manager right away."
          },
          {
            "id": "b",
            "label": "I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up."
          },
          {
            "id": "c",
            "label": "I can take a photo and send this in."
          },
          {
            "id": "d",
            "label": "That\u0027s not my problem."
          },
          {
            "id": "e",
            "label": "The owner never fixes anything."
          }
        ],
        "points": 2,
        "prompt": "Which phrases are professional and appropriate?",
        "question_type": "multiple_select"
      },
      "id": "55ae28d5-c5b7-4e0b-b6b3-d5ee88839067",
      "instructions": null,
      "name": "Professional phrases",
      "node_type": "question",
      "parent_node_id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests/Professional phrases",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "Field staff can offer to report issues but should not promise commercial decisions or policy exceptions.",
        "options": [
          {
            "id": "a",
            "label": "Refunds."
          },
          {
            "id": "b",
            "label": "Discounts."
          },
          {
            "id": "c",
            "label": "Free services."
          },
          {
            "id": "d",
            "label": "Late checkout."
          },
          {
            "id": "e",
            "label": "Reporting an issue to the manager."
          }
        ],
        "points": 2,
        "prompt": "Which promises should field staff avoid unless authorized?",
        "question_type": "multiple_select"
      },
      "id": "25c75f8d-f565-42e4-b463-07bb98b8048b",
      "instructions": null,
      "name": "Unauthorized promises",
      "node_type": "question",
      "parent_node_id": "8f67d303-6a71-489d-8d65-46fe16faccee",
      "path_text": "Interacting with Guests/Professional field-team communication/How to speak with guests/Unauthorized promises",
      "sort_order": 101,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 4,
        "prerequisite_lesson_ids": [
          "8f67d303-6a71-489d-8d65-46fe16faccee"
        ]
      },
      "id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
      "instructions": null,
      "name": "Body language, tone, and professionalism",
      "node_type": "lesson",
      "parent_node_id": "8907f35a-cfe1-4d6f-bda4-27f3c461964c",
      "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism",
      "sort_order": 1,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Guests may be tired, stressed, traveling with children, arriving late, or dealing with an unexpected problem. Tone matters.\n\nGood habits:\n- Smile if appropriate.\n- Speak calmly.\n- Avoid arguing.\n- Do not interrupt.\n- Listen before responding.\n- Keep your phone use professional.\n- Avoid eye-rolling or visible frustration.\n- Keep conversations short if you are on a time-sensitive turnover.\n- Be respectful even if the guest is wrong.\n- Walk away and escalate if the situation becomes aggressive or unsafe.\n\nProfessional does not mean accepting abuse. If a guest becomes threatening, unsafe, or abusive, leave the situation and report it immediately.",
        "content_kind": "text"
      },
      "id": "a2e6d4b2-cd6d-4f70-a5fc-94d72cc03c74",
      "instructions": null,
      "name": "How you say it matters",
      "node_type": "content_step",
      "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
      "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/How you say it matters",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "A calm tone can stop a small issue becoming a larger complaint.",
        "content_kind": "text",
        "media_placeholders": [
          {
            "alt_text": "",
            "caption": "A calm tone can stop a small issue becoming a larger complaint.",
            "filename": "calm-professional-tone.png",
            "kind": "photo",
            "placeholder": true
          }
        ]
      },
      "id": "add8d506-d6d3-4693-a507-2b36abba4132",
      "instructions": null,
      "name": "Tone visual",
      "node_type": "content_step",
      "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
      "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Tone visual",
      "reference_media": [],
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that I should remain calm and professional, but should leave and report if a situation becomes unsafe.",
        "body": ""
      },
      "id": "43dbfdbf-7798-4bb5-b833-a0133f3fc9ac",
      "instructions": null,
      "name": "I understand that I should remain calm and professional, but should leave and re",
      "node_type": "acknowledgment_step",
      "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
      "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/I understand that I should remain calm and professional, but should leave and re",
      "sort_order": 4,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "Calm, respectful communication helps protect the guest experience and staff safety.",
        "options": [
          {
            "id": "a",
            "label": "Speak calmly."
          },
          {
            "id": "b",
            "label": "Listen before responding."
          },
          {
            "id": "c",
            "label": "Avoid arguing."
          },
          {
            "id": "d",
            "label": "Escalate unsafe situations."
          },
          {
            "id": "e",
            "label": "Roll your eyes if the guest is wrong."
          }
        ],
        "points": 2,
        "prompt": "Which behaviors support professional guest interaction?",
        "question_type": "multiple_select"
      },
      "id": "9a649f11-615d-4353-afac-1618dff7795d",
      "instructions": null,
      "name": "Professional behaviors",
      "node_type": "question",
      "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
      "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Professional behaviors",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "correct_answer": "a",
        "explanation": "Staff safety comes first. Unsafe situations should be escalated immediately.",
        "options": [
          {
            "id": "a",
            "label": "Leave the situation and report it immediately."
          },
          {
            "id": "b",
            "label": "Argue until they calm down."
          },
          {
            "id": "c",
            "label": "Ignore your safety."
          },
          {
            "id": "d",
            "label": "Promise anything they want."
          }
        ],
        "points": 1,
        "prompt": "What should you do if a guest becomes threatening or unsafe?",
        "question_type": "multiple_choice"
      },
      "id": "b6392792-9c61-438d-854b-505311777e00",
      "instructions": null,
      "name": "Threatening guest",
      "node_type": "question",
      "parent_node_id": "9a55ced8-b7b5-478b-a39e-88c09583ae90",
      "path_text": "Interacting with Guests/Professional field-team communication/Body language, tone, and professionalism/Threatening guest",
      "sort_order": 101,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": null,
      "id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
      "instructions": null,
      "name": "Common guest situations",
      "node_type": "module",
      "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
      "path_text": "Interacting with Guests/Common guest situations",
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 4,
        "prerequisite_lesson_ids": [
          "9a55ced8-b7b5-478b-a39e-88c09583ae90"
        ]
      },
      "id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
      "instructions": null,
      "name": "Guest arrives early during cleaning",
      "node_type": "lesson",
      "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
      "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning",
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Sometimes guests arrive before the property is ready.\n\nIf a guest arrives early:\n- Be polite.\n- Do not let them enter unless authorized.\n- Explain that the property is still being prepared.\n- Do not promise a specific early check-in unless authorized.\n- Notify the manager or office.\n- Continue working if safe and appropriate.\n- Keep the property secure.\n\nExample response:\n\"Hi, we\u0027re still preparing the property for arrival. I\u0027m not authorized to release it early, but I\u0027ll let the manager know you\u0027re here.\"\n\nDo not say:\n\"You can come in if you want.\"\n\"It\u0027s basically done.\"\n\"The office always messes this up.\"\n\"I\u0027ll be finished in 10 minutes\" unless you are certain and authorized to say so.",
        "content_kind": "text"
      },
      "id": "f9800663-b8ba-43da-b152-f9e5749714b9",
      "instructions": null,
      "name": "Early arrival",
      "node_type": "content_step",
      "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
      "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that early arrival requests should be handled politely but must follow company instructions.",
        "body": ""
      },
      "id": "d89f366f-28c7-49b9-9e04-1dcb4825c16a",
      "instructions": null,
      "name": "I understand that early arrival requests should be handled politely but must fol",
      "node_type": "acknowledgment_step",
      "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
      "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/I understand that early arrival requests should be handled politely but must fol",
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "Early arrival should be handled politely but only according to company policy.",
        "options": [
          {
            "id": "a",
            "label": "Be polite."
          },
          {
            "id": "b",
            "label": "Explain the property is still being prepared."
          },
          {
            "id": "c",
            "label": "Notify the manager or office."
          },
          {
            "id": "d",
            "label": "Follow authorization rules before allowing entry."
          },
          {
            "id": "e",
            "label": "Let the guest enter automatically."
          }
        ],
        "points": 2,
        "prompt": "What should staff do if a guest arrives before the property is ready?",
        "question_type": "multiple_select"
      },
      "id": "802a3fc0-8199-4a0f-809c-3cafe838eb62",
      "instructions": null,
      "name": "Early arrival actions",
      "node_type": "question",
      "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
      "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival actions",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "correct_answer": "a",
        "explanation": "This phrase is polite, clear, and keeps the decision with the manager.",
        "options": [
          {
            "id": "a",
            "label": "We\u0027re still preparing the property. I\u0027ll let the manager know you\u0027re here."
          },
          {
            "id": "b",
            "label": "Just go in, it\u0027s probably fine."
          },
          {
            "id": "c",
            "label": "The office messed up again."
          },
          {
            "id": "d",
            "label": "You can have a refund."
          }
        ],
        "points": 1,
        "prompt": "Which phrase is appropriate for an early-arriving guest?",
        "question_type": "multiple_choice"
      },
      "id": "0d697252-24fa-4183-8c9c-639c6e995263",
      "instructions": null,
      "name": "Early arrival phrase",
      "node_type": "question",
      "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
      "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival phrase",
      "sort_order": 101,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 5,
        "prerequisite_lesson_ids": [
          "74aaa2fc-b650-45b8-b730-e056de6b1582"
        ]
      },
      "id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
      "instructions": null,
      "name": "Guest reports a problem to field staff",
      "node_type": "lesson",
      "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
      "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff",
      "sort_order": 1,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Guests may report problems directly to cleaners, inspectors, or maintenance staff.\n\nExamples:\n- \"The AC is not cooling.\"\n- \"There are not enough towels.\"\n- \"The pool looks dirty.\"\n- \"The code does not work.\"\n- \"The house smells musty.\"\n- \"The toilet is blocked.\"\n- \"The TV remote is missing.\"\n- \"There are bugs.\"\n- \"Something is broken.\"\n\nUse this process:\n1. Listen.\n2. Acknowledge.\n3. Do not argue.\n4. Do not blame.\n5. Do not promise unauthorized compensation or timelines.\n6. Gather basic details.\n7. Take photos if useful and appropriate.\n8. Report through the correct channel.\n9. Tell the guest the issue has been passed on.\n\nExample:\n\"I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up.\"",
        "content_kind": "text"
      },
      "id": "d53ad434-fcc6-451e-81ed-7f55b4b819ce",
      "instructions": null,
      "name": "Listen, acknowledge, report",
      "node_type": "content_step",
      "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
      "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Listen, acknowledge, report",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Listen, acknowledge, report, and document.",
        "content_kind": "text",
        "media_placeholders": [
          {
            "alt_text": "",
            "caption": "Listen, acknowledge, report, and document.",
            "filename": "guest-issue-escalation-flow.png",
            "kind": "photo",
            "placeholder": true
          }
        ]
      },
      "id": "701de702-9e4b-410c-9c6b-aa6919adaea2",
      "instructions": null,
      "name": "Escalation flow",
      "node_type": "content_step",
      "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
      "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Escalation flow",
      "reference_media": [],
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that I should report guest issues clearly and should not argue, blame, or promise unauthorized outcomes.",
        "body": ""
      },
      "id": "67dcb70e-b874-4a90-98c6-a79b2aeec853",
      "instructions": null,
      "name": "I understand that I should report guest issues clearly and should not argue, bla",
      "node_type": "acknowledgment_step",
      "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
      "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/I understand that I should report guest issues clearly and should not argue, bla",
      "sort_order": 4,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "correct_answer": "a",
        "explanation": "The field team should acknowledge the issue and move it to the right person.",
        "options": [
          {
            "id": "a",
            "label": "Listen, acknowledge, and report it."
          },
          {
            "id": "b",
            "label": "Tell them they are wrong."
          },
          {
            "id": "c",
            "label": "Blame the previous guest."
          },
          {
            "id": "d",
            "label": "Promise a refund."
          }
        ],
        "points": 1,
        "prompt": "What is the best first response when a guest reports a problem?",
        "question_type": "multiple_choice"
      },
      "id": "678e6f17-9b0c-453d-a782-b9ecf0be548f",
      "instructions": null,
      "name": "Best first response",
      "node_type": "question",
      "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
      "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Best first response",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "A useful report includes the issue, location, evidence, and urgency.",
        "options": [
          {
            "id": "a",
            "label": "What the guest reported."
          },
          {
            "id": "b",
            "label": "Where the issue is."
          },
          {
            "id": "c",
            "label": "Photos if useful."
          },
          {
            "id": "d",
            "label": "Urgency or guest-readiness impact."
          },
          {
            "id": "e",
            "label": "Personal opinion about the guest."
          }
        ],
        "points": 2,
        "prompt": "Which details are useful when reporting a guest issue?",
        "question_type": "multiple_select"
      },
      "id": "ae1abd16-5389-4dac-84a5-02c9fca379e7",
      "instructions": null,
      "name": "Useful report details",
      "node_type": "question",
      "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
      "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Useful report details",
      "sort_order": 101,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 4,
        "prerequisite_lesson_ids": [
          "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404"
        ]
      },
      "id": "67c9b337-daa5-42be-a186-533c674aa420",
      "instructions": null,
      "name": "Guest asks for something outside your role",
      "node_type": "lesson",
      "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
      "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role",
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Guests may ask field staff for things they are not authorized to approve.\n\nExamples:\n- Early check-in.\n- Late checkout.\n- Refund.\n- Discount.\n- Extra supplies not in policy.\n- Moving to another property.\n- Pool heat changes.\n- Pet approval.\n- Parking exceptions.\n- Repair timelines.\n- Owner contact details.\n\nThe correct response is not to be rude. The correct response is to stay in role.\n\nExample:\n\"I\u0027m not authorized to approve that, but I can pass the request to the manager.\"\n\nor\n\n\"I don\u0027t want to give you the wrong answer. Please contact the office/manager, and I\u0027ll also report that you asked.\"",
        "content_kind": "text"
      },
      "id": "5e81563a-358a-4088-8ce1-7b1ebd960044",
      "instructions": null,
      "name": "Stay helpful but stay in role",
      "node_type": "content_step",
      "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
      "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Stay helpful but stay in role",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Field staff can be helpful without making unauthorized promises.",
        "content_kind": "text",
        "media_placeholders": [
          {
            "alt_text": "",
            "caption": "Field staff can be helpful without making unauthorized promises.",
            "filename": "guest-boundaries-guide.png",
            "kind": "photo",
            "placeholder": true
          }
        ]
      },
      "id": "0524ab52-f83c-4120-9d4e-33988c91aa89",
      "instructions": null,
      "name": "Boundaries visual",
      "node_type": "content_step",
      "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
      "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Boundaries visual",
      "reference_media": [],
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that I should not approve refunds, discounts, access changes, or policy exceptions unless authorized.",
        "body": ""
      },
      "id": "e223f0fd-fe91-4289-a9da-f816210f401b",
      "instructions": null,
      "name": "I understand that I should not approve refunds, discounts, access changes, or po",
      "node_type": "acknowledgment_step",
      "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
      "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/I understand that I should not approve refunds, discounts, access changes, or po",
      "sort_order": 4,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "Commercial decisions and policy exceptions should be handled by authorized staff.",
        "options": [
          {
            "id": "a",
            "label": "Refund request."
          },
          {
            "id": "b",
            "label": "Late checkout request."
          },
          {
            "id": "c",
            "label": "Early check-in approval."
          },
          {
            "id": "d",
            "label": "Moving to another property."
          },
          {
            "id": "e",
            "label": "Reporting a broken remote."
          }
        ],
        "points": 2,
        "prompt": "Which guest requests should usually be escalated to a manager rather than approved by field staff?",
        "question_type": "multiple_select"
      },
      "id": "d928610e-ba09-46c4-9e01-0e9510bddb03",
      "instructions": null,
      "name": "Requests to escalate",
      "node_type": "question",
      "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
      "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Requests to escalate",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "correct_answer": "a",
        "explanation": "This keeps the response polite while staying inside role boundaries.",
        "options": [
          {
            "id": "a",
            "label": "I\u0027m not authorized to approve that, but I can pass the request to the manager."
          },
          {
            "id": "b",
            "label": "Yes, I\u0027ll refund you."
          },
          {
            "id": "c",
            "label": "No chance."
          },
          {
            "id": "d",
            "label": "That\u0027s not my problem."
          }
        ],
        "points": 1,
        "prompt": "Which response is best when a guest asks for a refund?",
        "question_type": "multiple_choice"
      },
      "id": "aa25311a-1ae3-40c4-9f84-5f45c9f30f72",
      "instructions": null,
      "name": "Refund request response",
      "node_type": "question",
      "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
      "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Refund request response",
      "sort_order": 101,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": null,
      "id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
      "instructions": null,
      "name": "Escalation, boundaries, and documentation",
      "node_type": "module",
      "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation",
      "sort_order": 3,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 4,
        "prerequisite_lesson_ids": [
          "67c9b337-daa5-42be-a186-533c674aa420"
        ]
      },
      "id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
      "instructions": null,
      "name": "What not to discuss with guests",
      "node_type": "lesson",
      "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests",
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Field staff should not discuss internal business matters with guests.\n\nDo not discuss:\n- Owner complaints.\n- Cleaner pay.\n- Staffing problems.\n- Previous guest behavior.\n- Internal mistakes.\n- Private owner information.\n- Door codes for other properties.\n- Other guest information.\n- Blame or fault.\n- Refund decisions.\n- Legal, insurance, or safety liability opinions.\n- Negative opinions about the property, owner, manager, or company.\n\nIf the guest asks something sensitive, redirect politely.\n\nExample:\n\"I\u0027m not the best person to answer that, but I\u0027ll ask the manager to follow up.\"",
        "content_kind": "text"
      },
      "id": "4c2c86d0-6157-4059-9f87-cdb59a4a528b",
      "instructions": null,
      "name": "Protect the company and the guest",
      "node_type": "content_step",
      "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Protect the company and the guest",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that internal business matters and private information should not be discussed with guests.",
        "body": ""
      },
      "id": "81a597cf-ff19-4e77-8b18-3436fbc5d382",
      "instructions": null,
      "name": "I understand that internal business matters and private information should not b",
      "node_type": "acknowledgment_step",
      "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/I understand that internal business matters and private information should not b",
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d",
          "e"
        ],
        "explanation": "Internal, private, or sensitive matters should not be discussed with guests.",
        "options": [
          {
            "id": "a",
            "label": "Owner complaints."
          },
          {
            "id": "b",
            "label": "Previous guest behavior."
          },
          {
            "id": "c",
            "label": "Cleaner pay."
          },
          {
            "id": "d",
            "label": "Refund decisions."
          },
          {
            "id": "e",
            "label": "Private access codes."
          },
          {
            "id": "f",
            "label": "Reporting that a broken item has been passed to the manager."
          }
        ],
        "points": 2,
        "prompt": "Which topics should field staff avoid discussing with guests?",
        "question_type": "multiple_select"
      },
      "id": "41a42734-a755-4ec7-800d-11d707e57fc2",
      "instructions": null,
      "name": "Topics to avoid",
      "node_type": "question",
      "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Topics to avoid",
      "sort_order": 100,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "estimated_minutes": 4,
        "prerequisite_lesson_ids": [
          "4297b460-ae7b-49a3-bbaf-a7648c518a80"
        ]
      },
      "id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
      "instructions": null,
      "name": "Documenting guest interactions",
      "node_type": "lesson",
      "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions",
      "sort_order": 1,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "If a guest interaction could affect the stay, review, safety, maintenance, access, or check-in, it should be documented.\n\nDocument:\n- Guest arrived early.\n- Guest requested late checkout.\n- Guest reported maintenance issue.\n- Guest reported cleanliness concern.\n- Guest was upset.\n- Guest refused access.\n- Guest left belongings.\n- Guest mentioned safety concern.\n- Guest made a special request.\n- Guest interaction became unsafe or abusive.\n\nGood documentation should be brief, factual, and professional.\n\nGood note:\n\"Guest arrived at 2:15 pm before check-in and asked to enter. I advised the property was still being prepared and notified manager.\"\n\nBad note:\n\"Guest was annoying and impatient.\"",
        "content_kind": "text"
      },
      "id": "a900de9a-d365-4426-b4fd-13526e24ab56",
      "instructions": null,
      "name": "Why documentation matters",
      "node_type": "content_step",
      "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Why documentation matters",
      "reference_media": [],
      "sort_order": 0,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "Use this route to document guest interactions that may require manager awareness or follow-up.",
        "content_kind": "text",
        "deep_link_label": "Log Guest Interaction",
        "deep_link_url": "/guest-interactions/new"
      },
      "id": "df850ccb-0de4-4fbb-9494-794017c3cd04",
      "instructions": null,
      "name": "Report interaction deep link",
      "node_type": "content_step",
      "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Report interaction deep link",
      "reference_media": [],
      "sort_order": 2,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "body": "DO:\n- Be polite.\n- Stay calm.\n- Listen first.\n- Acknowledge the issue.\n- Report through the correct channel.\n- Use factual notes.\n- Take photos if useful and appropriate.\n- Stay within your role.\n- Leave and report if unsafe.\n\nSAY:\n- \"I\u0027ll report that to the manager right away.\"\n- \"I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up.\"\n- \"I can take a photo and send this in.\"\n- \"I\u0027m not authorized to approve that, but I can pass the request on.\"\n- \"I understand. Let me get that reported for you.\"\n\nDO NOT SAY:\n- \"That\u0027s not my problem.\"\n- \"The owner never fixes anything.\"\n- \"The last guest did it.\"\n- \"The office messed up.\"\n- \"You\u0027ll have to deal with it.\"\n- \"I\u0027ll give you a refund.\"\n- \"You can check in early\" unless authorized.\n\nESCALATE:\n- Early arrival.\n- Late checkout request.\n- Refund/discount request.\n- Maintenance problem.\n- Cleanliness complaint.\n- Safety issue.\n- Guest becomes upset or unsafe.\n- Access problem.\n- Guest reports missing supplies.\n- Pool, AC, plumbing, lock, or appliance issue.\n\nDOCUMENT:\n- What happened.\n- Time.\n- Location.\n- Guest request or issue.\n- Photos if useful.\n- Action taken.\n- Whether manager was notified.",
        "content_kind": "text",
        "media_placeholders": [
          {
            "alt_text": "",
            "caption": "Guest Interaction Quick Reference (downloadable)",
            "filename": "guest-interaction-quick-reference.pdf",
            "kind": "pdf",
            "placeholder": true
          }
        ]
      },
      "id": "fcd8c9f6-9eff-4882-a2eb-991b7c7a4e27",
      "instructions": null,
      "name": "Guest Interaction Quick Reference",
      "node_type": "content_step",
      "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Guest Interaction Quick Reference",
      "reference_media": [],
      "sort_order": 4,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "acknowledgment_label": "I understand that guest interaction notes should be factual, professional, and useful.",
        "body": ""
      },
      "id": "57ad1e52-5a81-47f8-a850-5e39276e8640",
      "instructions": null,
      "name": "I understand that guest interaction notes should be factual, professional, and u",
      "node_type": "acknowledgment_step",
      "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
      "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/I understand that guest interaction notes should be factual, professional, and u",
      "sort_order": 6,
      "source_node_id": null,
      "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
    },
    {
      "extra": {
        "all_correct_required": true,
        "correct_answers": [
          "a",
          "b",
          "c",
          "d"
        ],
        "explanation": "Document interactions that may affect operations, safety, check-in, or follow-up.",
        "options": [
          {
            "id": "a",
            "label": "Guest arrived early and requested entry."
          },
          {
            "id": "b",
            "label": "Guest reported AC problem."
          },
          {
            "id": "c",
            "label": "Guest requested late checkout."
          },
          {
            "id": "d",
            "label": "Guest interaction became unsafe."
          },
          {
            "id": "e",
            "label": "Guest said hello politely with no issue."
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        "points": 2,
        "prompt": "Which guest interactions should be documented?",
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            "label": "Guest is a problem."
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        "explanation": "The guest experience includes both property condition and how the guest is treated.",
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          },
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          },
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        "prompt": "Which behaviors are professional when interacting with guests?",
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            "label": "Refund."
          },
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          },
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          },
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          },
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            "label": "Reporting a broken item."
          }
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        "prompt": "Which requests should field staff avoid approving unless authorized?",
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        "explanation": "The response acknowledges the guest and escalates the issue.",
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            "label": "I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up."
          },
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            "label": "That always happens here."
          },
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          },
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          }
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        "prompt": "A guest says the AC is not cooling. What is the best response?",
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          },
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          },
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        "prompt": "A guest asks the cleaner for a refund because the pool is cloudy. What should the cleaner say?",
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                    "body": "Guest interaction is part of the guest-ready standard.\n\nA property can be clean, stocked, and inspected, but the guest experience can still be damaged by poor communication. Field staff do not need to solve every guest problem themselves, but they do need to be polite, calm, professional, and quick to escalate issues to the right person.\n\nThe goal is simple:\nBe helpful, be professional, stay in your role, and protect the guest experience.",
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                    "body": "Good guest interaction can:\n- Prevent complaints from getting worse.\n- Build trust.\n- Reduce guest frustration.\n- Help managers respond faster.\n- Protect reviews.\n- Make the company look professional.\n- Calm difficult situations.\n\nPoor guest interaction can:\n- Create a bad first impression.\n- Make the guest feel ignored.\n- Lead to poor reviews.\n- Create confusion.\n- Escalate a small issue into a larger complaint.\n- Make the company look disorganized.",
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                    "explanation": "Guest interaction supports the guest experience, but it does not replace cleaning or operational standards.",
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                        "label": "It can affect guest trust."
                      },
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                        "label": "It can affect reviews."
                      },
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                        "id": "c",
                        "label": "It can prevent small issues from becoming larger complaints."
                      },
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                        "label": "It makes the company look professional."
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                        "label": "It replaces cleaning the property."
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                    "prompt": "Why does guest interaction matter in vacation rental operations?",
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                    "correct_answer": "b",
                    "explanation": "Guest experience includes both property condition and how the guest is treated.",
                    "options": [
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                        "label": "A clean house is the only thing guests notice."
                      },
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                      },
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                      },
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                    "points": 1,
                    "prompt": "Which statement is correct?",
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                    "body": "When speaking with a guest, field staff should be:\n\nPolite:\nUse a respectful tone and simple greeting.\n\nCalm:\nDo not show frustration, even if the guest is upset.\n\nBrief:\nAnswer what you can, but do not over-explain or guess.\n\nHelpful:\nOffer to report the issue or direct them to the correct contact.\n\nProfessional:\nDo not complain about the company, owner, manager, previous guests, or other team members.\n\nRole-aware:\nDo not promise refunds, discounts, early check-in, late checkout, free services, or repairs unless authorized.",
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                    "body": "Useful phrases:\n\n\"Good morning, I\u0027m here to help get the property ready.\"\n\n\"I\u0027m sorry you\u0027re dealing with that. I\u0027ll report it to the manager right away.\"\n\n\"I don\u0027t want to give you the wrong answer, so I\u0027ll ask the office/manager to follow up.\"\n\n\"I can take a photo and send this in so it gets handled properly.\"\n\n\"I\u0027m not authorized to approve that, but I can make sure the request is passed on.\"\n\n\"I understand. Let me get that reported for you.\"\n\nAvoid phrases:\n\n\"That\u0027s not my problem.\"\n\n\"I don\u0027t know.\"\n\n\"The last guest did it.\"\n\n\"The owner never fixes anything.\"\n\n\"You\u0027ll have to deal with it.\"\n\n\"That always happens here.\"\n\n\"I\u0027m just the cleaner.\"",
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                    "explanation": "Professional phrases acknowledge the guest and help move the issue to the right person.",
                    "options": [
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                        "label": "I\u0027ll report that to the manager right away."
                      },
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                        "label": "I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up."
                      },
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                      },
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                        "label": "That\u0027s not my problem."
                      },
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                        "label": "The owner never fixes anything."
                      }
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                    "points": 2,
                    "prompt": "Which phrases are professional and appropriate?",
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                    "explanation": "Field staff can offer to report issues but should not promise commercial decisions or policy exceptions.",
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                        "label": "Refunds."
                      },
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                      },
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                      },
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                      },
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                      }
                    ],
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                    "prompt": "Which promises should field staff avoid unless authorized?",
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                    "body": "Guests may be tired, stressed, traveling with children, arriving late, or dealing with an unexpected problem. Tone matters.\n\nGood habits:\n- Smile if appropriate.\n- Speak calmly.\n- Avoid arguing.\n- Do not interrupt.\n- Listen before responding.\n- Keep your phone use professional.\n- Avoid eye-rolling or visible frustration.\n- Keep conversations short if you are on a time-sensitive turnover.\n- Be respectful even if the guest is wrong.\n- Walk away and escalate if the situation becomes aggressive or unsafe.\n\nProfessional does not mean accepting abuse. If a guest becomes threatening, unsafe, or abusive, leave the situation and report it immediately.",
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                  "name": "How you say it matters",
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                    "body": "A calm tone can stop a small issue becoming a larger complaint.",
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                    "acknowledgment_label": "I understand that I should remain calm and professional, but should leave and report if a situation becomes unsafe.",
                    "body": ""
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                  "name": "I understand that I should remain calm and professional, but should leave and re",
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                    "correct_answers": [
                      "a",
                      "b",
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                    "explanation": "Calm, respectful communication helps protect the guest experience and staff safety.",
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                        "label": "Speak calmly."
                      },
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                      },
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                      },
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                        "label": "Escalate unsafe situations."
                      },
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                        "label": "Roll your eyes if the guest is wrong."
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                    "prompt": "Which behaviors support professional guest interaction?",
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                    "correct_answer": "a",
                    "explanation": "Staff safety comes first. Unsafe situations should be escalated immediately.",
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                      },
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                      },
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                      },
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                        "label": "Promise anything they want."
                      }
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                    "prompt": "What should you do if a guest becomes threatening or unsafe?",
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                    "body": "Sometimes guests arrive before the property is ready.\n\nIf a guest arrives early:\n- Be polite.\n- Do not let them enter unless authorized.\n- Explain that the property is still being prepared.\n- Do not promise a specific early check-in unless authorized.\n- Notify the manager or office.\n- Continue working if safe and appropriate.\n- Keep the property secure.\n\nExample response:\n\"Hi, we\u0027re still preparing the property for arrival. I\u0027m not authorized to release it early, but I\u0027ll let the manager know you\u0027re here.\"\n\nDo not say:\n\"You can come in if you want.\"\n\"It\u0027s basically done.\"\n\"The office always messes this up.\"\n\"I\u0027ll be finished in 10 minutes\" unless you are certain and authorized to say so.",
                    "content_kind": "text"
                  },
                  "id": "f9800663-b8ba-43da-b152-f9e5749714b9",
                  "instructions": null,
                  "name": "Early arrival",
                  "node_type": "content_step",
                  "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                  "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival",
                  "reference_media": [],
                  "sort_order": 0,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "acknowledgment_label": "I understand that early arrival requests should be handled politely but must follow company instructions.",
                    "body": ""
                  },
                  "id": "d89f366f-28c7-49b9-9e04-1dcb4825c16a",
                  "instructions": null,
                  "name": "I understand that early arrival requests should be handled politely but must fol",
                  "node_type": "acknowledgment_step",
                  "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                  "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/I understand that early arrival requests should be handled politely but must fol",
                  "sort_order": 2,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "Early arrival should be handled politely but only according to company policy.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Be polite."
                      },
                      {
                        "id": "b",
                        "label": "Explain the property is still being prepared."
                      },
                      {
                        "id": "c",
                        "label": "Notify the manager or office."
                      },
                      {
                        "id": "d",
                        "label": "Follow authorization rules before allowing entry."
                      },
                      {
                        "id": "e",
                        "label": "Let the guest enter automatically."
                      }
                    ],
                    "points": 2,
                    "prompt": "What should staff do if a guest arrives before the property is ready?",
                    "question_type": "multiple_select"
                  },
                  "id": "802a3fc0-8199-4a0f-809c-3cafe838eb62",
                  "instructions": null,
                  "name": "Early arrival actions",
                  "node_type": "question",
                  "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                  "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival actions",
                  "sort_order": 100,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "correct_answer": "a",
                    "explanation": "This phrase is polite, clear, and keeps the decision with the manager.",
                    "options": [
                      {
                        "id": "a",
                        "label": "We\u0027re still preparing the property. I\u0027ll let the manager know you\u0027re here."
                      },
                      {
                        "id": "b",
                        "label": "Just go in, it\u0027s probably fine."
                      },
                      {
                        "id": "c",
                        "label": "The office messed up again."
                      },
                      {
                        "id": "d",
                        "label": "You can have a refund."
                      }
                    ],
                    "points": 1,
                    "prompt": "Which phrase is appropriate for an early-arriving guest?",
                    "question_type": "multiple_choice"
                  },
                  "id": "0d697252-24fa-4183-8c9c-639c6e995263",
                  "instructions": null,
                  "name": "Early arrival phrase",
                  "node_type": "question",
                  "parent_node_id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
                  "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning/Early arrival phrase",
                  "sort_order": 101,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                }
              ],
              "extra": {
                "estimated_minutes": 4,
                "prerequisite_lesson_ids": [
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                ]
              },
              "id": "74aaa2fc-b650-45b8-b730-e056de6b1582",
              "instructions": null,
              "name": "Guest arrives early during cleaning",
              "node_type": "lesson",
              "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
              "path_text": "Interacting with Guests/Common guest situations/Guest arrives early during cleaning",
              "sort_order": 0,
              "source_node_id": null,
              "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
            },
            {
              "children": [
                {
                  "children": [],
                  "extra": {
                    "body": "Guests may report problems directly to cleaners, inspectors, or maintenance staff.\n\nExamples:\n- \"The AC is not cooling.\"\n- \"There are not enough towels.\"\n- \"The pool looks dirty.\"\n- \"The code does not work.\"\n- \"The house smells musty.\"\n- \"The toilet is blocked.\"\n- \"The TV remote is missing.\"\n- \"There are bugs.\"\n- \"Something is broken.\"\n\nUse this process:\n1. Listen.\n2. Acknowledge.\n3. Do not argue.\n4. Do not blame.\n5. Do not promise unauthorized compensation or timelines.\n6. Gather basic details.\n7. Take photos if useful and appropriate.\n8. Report through the correct channel.\n9. Tell the guest the issue has been passed on.\n\nExample:\n\"I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up.\"",
                    "content_kind": "text"
                  },
                  "id": "d53ad434-fcc6-451e-81ed-7f55b4b819ce",
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                  "name": "Listen, acknowledge, report",
                  "node_type": "content_step",
                  "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                  "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Listen, acknowledge, report",
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                  "sort_order": 0,
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                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "body": "Listen, acknowledge, report, and document.",
                    "content_kind": "text",
                    "media_placeholders": [
                      {
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                        "caption": "Listen, acknowledge, report, and document.",
                        "filename": "guest-issue-escalation-flow.png",
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                      }
                    ]
                  },
                  "id": "701de702-9e4b-410c-9c6b-aa6919adaea2",
                  "instructions": null,
                  "name": "Escalation flow",
                  "node_type": "content_step",
                  "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                  "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Escalation flow",
                  "reference_media": [],
                  "sort_order": 2,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "acknowledgment_label": "I understand that I should report guest issues clearly and should not argue, blame, or promise unauthorized outcomes.",
                    "body": ""
                  },
                  "id": "67dcb70e-b874-4a90-98c6-a79b2aeec853",
                  "instructions": null,
                  "name": "I understand that I should report guest issues clearly and should not argue, bla",
                  "node_type": "acknowledgment_step",
                  "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                  "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/I understand that I should report guest issues clearly and should not argue, bla",
                  "sort_order": 4,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "The field team should acknowledge the issue and move it to the right person.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Listen, acknowledge, and report it."
                      },
                      {
                        "id": "b",
                        "label": "Tell them they are wrong."
                      },
                      {
                        "id": "c",
                        "label": "Blame the previous guest."
                      },
                      {
                        "id": "d",
                        "label": "Promise a refund."
                      }
                    ],
                    "points": 1,
                    "prompt": "What is the best first response when a guest reports a problem?",
                    "question_type": "multiple_choice"
                  },
                  "id": "678e6f17-9b0c-453d-a782-b9ecf0be548f",
                  "instructions": null,
                  "name": "Best first response",
                  "node_type": "question",
                  "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                  "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Best first response",
                  "sort_order": 100,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
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                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "A useful report includes the issue, location, evidence, and urgency.",
                    "options": [
                      {
                        "id": "a",
                        "label": "What the guest reported."
                      },
                      {
                        "id": "b",
                        "label": "Where the issue is."
                      },
                      {
                        "id": "c",
                        "label": "Photos if useful."
                      },
                      {
                        "id": "d",
                        "label": "Urgency or guest-readiness impact."
                      },
                      {
                        "id": "e",
                        "label": "Personal opinion about the guest."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which details are useful when reporting a guest issue?",
                    "question_type": "multiple_select"
                  },
                  "id": "ae1abd16-5389-4dac-84a5-02c9fca379e7",
                  "instructions": null,
                  "name": "Useful report details",
                  "node_type": "question",
                  "parent_node_id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
                  "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff/Useful report details",
                  "sort_order": 101,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                }
              ],
              "extra": {
                "estimated_minutes": 5,
                "prerequisite_lesson_ids": [
                  "74aaa2fc-b650-45b8-b730-e056de6b1582"
                ]
              },
              "id": "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404",
              "instructions": null,
              "name": "Guest reports a problem to field staff",
              "node_type": "lesson",
              "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
              "path_text": "Interacting with Guests/Common guest situations/Guest reports a problem to field staff",
              "sort_order": 1,
              "source_node_id": null,
              "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
            },
            {
              "children": [
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                  "children": [],
                  "extra": {
                    "body": "Guests may ask field staff for things they are not authorized to approve.\n\nExamples:\n- Early check-in.\n- Late checkout.\n- Refund.\n- Discount.\n- Extra supplies not in policy.\n- Moving to another property.\n- Pool heat changes.\n- Pet approval.\n- Parking exceptions.\n- Repair timelines.\n- Owner contact details.\n\nThe correct response is not to be rude. The correct response is to stay in role.\n\nExample:\n\"I\u0027m not authorized to approve that, but I can pass the request to the manager.\"\n\nor\n\n\"I don\u0027t want to give you the wrong answer. Please contact the office/manager, and I\u0027ll also report that you asked.\"",
                    "content_kind": "text"
                  },
                  "id": "5e81563a-358a-4088-8ce1-7b1ebd960044",
                  "instructions": null,
                  "name": "Stay helpful but stay in role",
                  "node_type": "content_step",
                  "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                  "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Stay helpful but stay in role",
                  "reference_media": [],
                  "sort_order": 0,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "body": "Field staff can be helpful without making unauthorized promises.",
                    "content_kind": "text",
                    "media_placeholders": [
                      {
                        "alt_text": "",
                        "caption": "Field staff can be helpful without making unauthorized promises.",
                        "filename": "guest-boundaries-guide.png",
                        "kind": "photo",
                        "placeholder": true
                      }
                    ]
                  },
                  "id": "0524ab52-f83c-4120-9d4e-33988c91aa89",
                  "instructions": null,
                  "name": "Boundaries visual",
                  "node_type": "content_step",
                  "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                  "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Boundaries visual",
                  "reference_media": [],
                  "sort_order": 2,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "acknowledgment_label": "I understand that I should not approve refunds, discounts, access changes, or policy exceptions unless authorized.",
                    "body": ""
                  },
                  "id": "e223f0fd-fe91-4289-a9da-f816210f401b",
                  "instructions": null,
                  "name": "I understand that I should not approve refunds, discounts, access changes, or po",
                  "node_type": "acknowledgment_step",
                  "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                  "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/I understand that I should not approve refunds, discounts, access changes, or po",
                  "sort_order": 4,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "Commercial decisions and policy exceptions should be handled by authorized staff.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Refund request."
                      },
                      {
                        "id": "b",
                        "label": "Late checkout request."
                      },
                      {
                        "id": "c",
                        "label": "Early check-in approval."
                      },
                      {
                        "id": "d",
                        "label": "Moving to another property."
                      },
                      {
                        "id": "e",
                        "label": "Reporting a broken remote."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which guest requests should usually be escalated to a manager rather than approved by field staff?",
                    "question_type": "multiple_select"
                  },
                  "id": "d928610e-ba09-46c4-9e01-0e9510bddb03",
                  "instructions": null,
                  "name": "Requests to escalate",
                  "node_type": "question",
                  "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                  "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Requests to escalate",
                  "sort_order": 100,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "correct_answer": "a",
                    "explanation": "This keeps the response polite while staying inside role boundaries.",
                    "options": [
                      {
                        "id": "a",
                        "label": "I\u0027m not authorized to approve that, but I can pass the request to the manager."
                      },
                      {
                        "id": "b",
                        "label": "Yes, I\u0027ll refund you."
                      },
                      {
                        "id": "c",
                        "label": "No chance."
                      },
                      {
                        "id": "d",
                        "label": "That\u0027s not my problem."
                      }
                    ],
                    "points": 1,
                    "prompt": "Which response is best when a guest asks for a refund?",
                    "question_type": "multiple_choice"
                  },
                  "id": "aa25311a-1ae3-40c4-9f84-5f45c9f30f72",
                  "instructions": null,
                  "name": "Refund request response",
                  "node_type": "question",
                  "parent_node_id": "67c9b337-daa5-42be-a186-533c674aa420",
                  "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role/Refund request response",
                  "sort_order": 101,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                }
              ],
              "extra": {
                "estimated_minutes": 4,
                "prerequisite_lesson_ids": [
                  "d3d438ad-1c0a-4581-9cb4-fbb75d0d6404"
                ]
              },
              "id": "67c9b337-daa5-42be-a186-533c674aa420",
              "instructions": null,
              "name": "Guest asks for something outside your role",
              "node_type": "lesson",
              "parent_node_id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
              "path_text": "Interacting with Guests/Common guest situations/Guest asks for something outside your role",
              "sort_order": 2,
              "source_node_id": null,
              "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
            }
          ],
          "extra": null,
          "id": "80804992-f518-4a1c-9e3b-c1efd9671fd8",
          "instructions": null,
          "name": "Common guest situations",
          "node_type": "module",
          "parent_node_id": "e2da03f0-785e-44be-a647-1bdfbb8bed74",
          "path_text": "Interacting with Guests/Common guest situations",
          "sort_order": 2,
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          "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
        },
        {
          "children": [
            {
              "children": [
                {
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                  "extra": {
                    "body": "Field staff should not discuss internal business matters with guests.\n\nDo not discuss:\n- Owner complaints.\n- Cleaner pay.\n- Staffing problems.\n- Previous guest behavior.\n- Internal mistakes.\n- Private owner information.\n- Door codes for other properties.\n- Other guest information.\n- Blame or fault.\n- Refund decisions.\n- Legal, insurance, or safety liability opinions.\n- Negative opinions about the property, owner, manager, or company.\n\nIf the guest asks something sensitive, redirect politely.\n\nExample:\n\"I\u0027m not the best person to answer that, but I\u0027ll ask the manager to follow up.\"",
                    "content_kind": "text"
                  },
                  "id": "4c2c86d0-6157-4059-9f87-cdb59a4a528b",
                  "instructions": null,
                  "name": "Protect the company and the guest",
                  "node_type": "content_step",
                  "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Protect the company and the guest",
                  "reference_media": [],
                  "sort_order": 0,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "acknowledgment_label": "I understand that internal business matters and private information should not be discussed with guests.",
                    "body": ""
                  },
                  "id": "81a597cf-ff19-4e77-8b18-3436fbc5d382",
                  "instructions": null,
                  "name": "I understand that internal business matters and private information should not b",
                  "node_type": "acknowledgment_step",
                  "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/I understand that internal business matters and private information should not b",
                  "sort_order": 2,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
                  "children": [],
                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d",
                      "e"
                    ],
                    "explanation": "Internal, private, or sensitive matters should not be discussed with guests.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Owner complaints."
                      },
                      {
                        "id": "b",
                        "label": "Previous guest behavior."
                      },
                      {
                        "id": "c",
                        "label": "Cleaner pay."
                      },
                      {
                        "id": "d",
                        "label": "Refund decisions."
                      },
                      {
                        "id": "e",
                        "label": "Private access codes."
                      },
                      {
                        "id": "f",
                        "label": "Reporting that a broken item has been passed to the manager."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which topics should field staff avoid discussing with guests?",
                    "question_type": "multiple_select"
                  },
                  "id": "41a42734-a755-4ec7-800d-11d707e57fc2",
                  "instructions": null,
                  "name": "Topics to avoid",
                  "node_type": "question",
                  "parent_node_id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests/Topics to avoid",
                  "sort_order": 100,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                }
              ],
              "extra": {
                "estimated_minutes": 4,
                "prerequisite_lesson_ids": [
                  "67c9b337-daa5-42be-a186-533c674aa420"
                ]
              },
              "id": "4297b460-ae7b-49a3-bbaf-a7648c518a80",
              "instructions": null,
              "name": "What not to discuss with guests",
              "node_type": "lesson",
              "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
              "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/What not to discuss with guests",
              "sort_order": 0,
              "source_node_id": null,
              "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
            },
            {
              "children": [
                {
                  "children": [],
                  "extra": {
                    "body": "If a guest interaction could affect the stay, review, safety, maintenance, access, or check-in, it should be documented.\n\nDocument:\n- Guest arrived early.\n- Guest requested late checkout.\n- Guest reported maintenance issue.\n- Guest reported cleanliness concern.\n- Guest was upset.\n- Guest refused access.\n- Guest left belongings.\n- Guest mentioned safety concern.\n- Guest made a special request.\n- Guest interaction became unsafe or abusive.\n\nGood documentation should be brief, factual, and professional.\n\nGood note:\n\"Guest arrived at 2:15 pm before check-in and asked to enter. I advised the property was still being prepared and notified manager.\"\n\nBad note:\n\"Guest was annoying and impatient.\"",
                    "content_kind": "text"
                  },
                  "id": "a900de9a-d365-4426-b4fd-13526e24ab56",
                  "instructions": null,
                  "name": "Why documentation matters",
                  "node_type": "content_step",
                  "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Why documentation matters",
                  "reference_media": [],
                  "sort_order": 0,
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                  "extra": {
                    "body": "Use this route to document guest interactions that may require manager awareness or follow-up.",
                    "content_kind": "text",
                    "deep_link_label": "Log Guest Interaction",
                    "deep_link_url": "/guest-interactions/new"
                  },
                  "id": "df850ccb-0de4-4fbb-9494-794017c3cd04",
                  "instructions": null,
                  "name": "Report interaction deep link",
                  "node_type": "content_step",
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                  "extra": {
                    "body": "DO:\n- Be polite.\n- Stay calm.\n- Listen first.\n- Acknowledge the issue.\n- Report through the correct channel.\n- Use factual notes.\n- Take photos if useful and appropriate.\n- Stay within your role.\n- Leave and report if unsafe.\n\nSAY:\n- \"I\u0027ll report that to the manager right away.\"\n- \"I don\u0027t want to give you the wrong answer, so I\u0027ll ask someone to follow up.\"\n- \"I can take a photo and send this in.\"\n- \"I\u0027m not authorized to approve that, but I can pass the request on.\"\n- \"I understand. Let me get that reported for you.\"\n\nDO NOT SAY:\n- \"That\u0027s not my problem.\"\n- \"The owner never fixes anything.\"\n- \"The last guest did it.\"\n- \"The office messed up.\"\n- \"You\u0027ll have to deal with it.\"\n- \"I\u0027ll give you a refund.\"\n- \"You can check in early\" unless authorized.\n\nESCALATE:\n- Early arrival.\n- Late checkout request.\n- Refund/discount request.\n- Maintenance problem.\n- Cleanliness complaint.\n- Safety issue.\n- Guest becomes upset or unsafe.\n- Access problem.\n- Guest reports missing supplies.\n- Pool, AC, plumbing, lock, or appliance issue.\n\nDOCUMENT:\n- What happened.\n- Time.\n- Location.\n- Guest request or issue.\n- Photos if useful.\n- Action taken.\n- Whether manager was notified.",
                    "content_kind": "text",
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                        "caption": "Guest Interaction Quick Reference (downloadable)",
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                      }
                    ]
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                  "instructions": null,
                  "name": "Guest Interaction Quick Reference",
                  "node_type": "content_step",
                  "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Guest Interaction Quick Reference",
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                  "sort_order": 4,
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                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                  "extra": {
                    "acknowledgment_label": "I understand that guest interaction notes should be factual, professional, and useful.",
                    "body": ""
                  },
                  "id": "57ad1e52-5a81-47f8-a850-5e39276e8640",
                  "instructions": null,
                  "name": "I understand that guest interaction notes should be factual, professional, and u",
                  "node_type": "acknowledgment_step",
                  "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/I understand that guest interaction notes should be factual, professional, and u",
                  "sort_order": 6,
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                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "Document interactions that may affect operations, safety, check-in, or follow-up.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Guest arrived early and requested entry."
                      },
                      {
                        "id": "b",
                        "label": "Guest reported AC problem."
                      },
                      {
                        "id": "c",
                        "label": "Guest requested late checkout."
                      },
                      {
                        "id": "d",
                        "label": "Guest interaction became unsafe."
                      },
                      {
                        "id": "e",
                        "label": "Guest said hello politely with no issue."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which guest interactions should be documented?",
                    "question_type": "multiple_select"
                  },
                  "id": "979ce0b2-1409-4a4f-8dec-036262a9cc04",
                  "instructions": null,
                  "name": "Interactions to document",
                  "node_type": "question",
                  "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
                  "path_text": "Interacting with Guests/Escalation, boundaries, and documentation/Documenting guest interactions/Interactions to document",
                  "sort_order": 100,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "Professional notes should be factual and useful.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Guest arrived at 2:15 pm before check-in and asked to enter. Manager notified."
                      },
                      {
                        "id": "b",
                        "label": "Guest was annoying."
                      },
                      {
                        "id": "c",
                        "label": "Guest is a problem."
                      },
                      {
                        "id": "d",
                        "label": "I hate early arrivals."
                      }
                    ],
                    "points": 1,
                    "prompt": "Which note is more professional?",
                    "question_type": "multiple_choice"
                  },
                  "id": "5441a3f8-b545-4fc6-b465-bba8906965fc",
                  "instructions": null,
                  "name": "Professional note",
                  "node_type": "question",
                  "parent_node_id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
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                  "sort_order": 101,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                }
              ],
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                "estimated_minutes": 4,
                "prerequisite_lesson_ids": [
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                ]
              },
              "id": "b4aa041b-f320-4f54-a319-a0eb01e6e6bf",
              "instructions": null,
              "name": "Documenting guest interactions",
              "node_type": "lesson",
              "parent_node_id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
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          "id": "d1ddcf1d-4481-4a55-a771-63621c3bc443",
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          "name": "Escalation, boundaries, and documentation",
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          "path_text": "Interacting with Guests/Escalation, boundaries, and documentation",
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              "children": [
                {
                  "children": [],
                  "extra": {
                    "body": "This final assessment draws 8 random questions from a bank of 12 covering all modules. You need 80% to pass. Review prior lessons if needed before starting.",
                    "content_kind": "text",
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                  "id": "c6ae9ec7-58a0-44c2-945a-0245b0572f85",
                  "instructions": null,
                  "name": "Final assessment instructions",
                  "node_type": "content_step",
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                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final assessment instructions",
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                  "sort_order": 0,
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "The guest experience includes both property condition and how the guest is treated.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Because a poor interaction can damage the guest experience even if the home is clean."
                      },
                      {
                        "id": "b",
                        "label": "Because talking replaces cleaning."
                      },
                      {
                        "id": "c",
                        "label": "Because guests do not care about cleanliness."
                      },
                      {
                        "id": "d",
                        "label": "Because field staff should make all refund decisions."
                      }
                    ],
                    "points": 1,
                    "prompt": "Why can guest interaction be as important as getting the house guest-ready?",
                    "question_type": "multiple_choice"
                  },
                  "id": "8a69ede5-e831-49c1-8064-b6e1fe6266bf",
                  "instructions": null,
                  "name": "Final: interaction importance",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: interaction importance",
                  "sort_order": 100,
                  "source_node_id": null,
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                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "Professional interaction is calm, respectful, and properly escalated.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Speak calmly."
                      },
                      {
                        "id": "b",
                        "label": "Listen before responding."
                      },
                      {
                        "id": "c",
                        "label": "Avoid arguing."
                      },
                      {
                        "id": "d",
                        "label": "Report issues through the correct channel."
                      },
                      {
                        "id": "e",
                        "label": "Blame the previous guest."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which behaviors are professional when interacting with guests?",
                    "question_type": "multiple_select"
                  },
                  "id": "7a8e7614-2a33-4e33-9621-942a48be0cfa",
                  "instructions": null,
                  "name": "Final: professional behaviors",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: professional behaviors",
                  "sort_order": 101,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "Early arrival should be handled politely and according to authorization rules.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Politely explain the property is still being prepared and notify the manager."
                      },
                      {
                        "id": "b",
                        "label": "Let the guest enter automatically."
                      },
                      {
                        "id": "c",
                        "label": "Tell the guest the office messed up."
                      },
                      {
                        "id": "d",
                        "label": "Leave immediately without reporting."
                      }
                    ],
                    "points": 1,
                    "prompt": "A guest arrives early while the cleaner is still working. What should the cleaner do?",
                    "question_type": "multiple_choice"
                  },
                  "id": "908652ea-50e4-46b4-8791-c6ee1678d987",
                  "instructions": null,
                  "name": "Final: early arrival",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: early arrival",
                  "sort_order": 102,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
                },
                {
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                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "Policy exceptions and commercial decisions belong to authorized staff.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Refund."
                      },
                      {
                        "id": "b",
                        "label": "Discount."
                      },
                      {
                        "id": "c",
                        "label": "Late checkout."
                      },
                      {
                        "id": "d",
                        "label": "Early check-in."
                      },
                      {
                        "id": "e",
                        "label": "Reporting a broken item."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which requests should field staff avoid approving unless authorized?",
                    "question_type": "multiple_select"
                  },
                  "id": "37f3699d-ffae-45b4-ab09-71069349fd12",
                  "instructions": null,
                  "name": "Final: unauthorized approvals",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: unauthorized approvals",
                  "sort_order": 103,
                  "source_node_id": null,
                  "training_version_id": "4b8a1136-8581-468e-aff6-22cd22397701"
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "The response acknowledges the guest and escalates the issue.",
                    "options": [
                      {
                        "id": "a",
                        "label": "I\u0027m sorry about that. I\u0027ll report it now so the right person can follow up."
                      },
                      {
                        "id": "b",
                        "label": "That always happens here."
                      },
                      {
                        "id": "c",
                        "label": "Not my problem."
                      },
                      {
                        "id": "d",
                        "label": "You probably broke it."
                      }
                    ],
                    "points": 1,
                    "prompt": "A guest says the AC is not cooling. What is the best response?",
                    "question_type": "multiple_choice"
                  },
                  "id": "97870c79-3073-4c34-acf6-38d09d689130",
                  "instructions": null,
                  "name": "Final: AC not cooling",
                  "node_type": "question",
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                  "sort_order": 104,
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                    "correct_answers": [
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                      "b",
                      "c",
                      "d",
                      "e"
                    ],
                    "explanation": "Internal and private matters should not be discussed with guests.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Cleaner pay."
                      },
                      {
                        "id": "b",
                        "label": "Owner complaints."
                      },
                      {
                        "id": "c",
                        "label": "Previous guest behavior."
                      },
                      {
                        "id": "d",
                        "label": "Private access codes."
                      },
                      {
                        "id": "e",
                        "label": "Internal blame."
                      },
                      {
                        "id": "f",
                        "label": "Basic statement that an issue has been reported."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which topics should not be discussed with guests?",
                    "question_type": "multiple_select"
                  },
                  "id": "a1588b26-9d2f-4814-b626-e7e56c7e099d",
                  "instructions": null,
                  "name": "Final: topics to avoid",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: topics to avoid",
                  "sort_order": 105,
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "Staff safety comes first.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Leave the situation and report immediately."
                      },
                      {
                        "id": "b",
                        "label": "Argue until the guest calms down."
                      },
                      {
                        "id": "c",
                        "label": "Promise anything requested."
                      },
                      {
                        "id": "d",
                        "label": "Ignore personal safety."
                      }
                    ],
                    "points": 1,
                    "prompt": "What should staff do if a guest becomes threatening or unsafe?",
                    "question_type": "multiple_choice"
                  },
                  "id": "ae80bc99-ef5f-4afc-8a99-166de4bf6bc7",
                  "instructions": null,
                  "name": "Final: unsafe guest",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: unsafe guest",
                  "sort_order": 106,
                  "source_node_id": null,
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                  "extra": {
                    "all_correct_required": true,
                    "correct_answers": [
                      "a",
                      "b",
                      "c",
                      "d"
                    ],
                    "explanation": "Document interactions that may require follow-up or affect operations.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Early arrival request."
                      },
                      {
                        "id": "b",
                        "label": "Maintenance issue reported by guest."
                      },
                      {
                        "id": "c",
                        "label": "Late checkout request."
                      },
                      {
                        "id": "d",
                        "label": "Unsafe or abusive interaction."
                      },
                      {
                        "id": "e",
                        "label": "Guest says hello with no issue."
                      }
                    ],
                    "points": 2,
                    "prompt": "Which guest interactions should be documented?",
                    "question_type": "multiple_select"
                  },
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                  "name": "Final: document interactions",
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                  "sort_order": 107,
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "Notes should be factual, professional, and useful.",
                    "options": [
                      {
                        "id": "a",
                        "label": "Guest arrived at 2:15 pm before check-in and asked to enter. Manager notified."
                      },
                      {
                        "id": "b",
                        "label": "Guest was annoying."
                      },
                      {
                        "id": "c",
                        "label": "Guest caused drama."
                      },
                      {
                        "id": "d",
                        "label": "I did not like the guest."
                      }
                    ],
                    "points": 1,
                    "prompt": "Which is the best factual note?",
                    "question_type": "multiple_choice"
                  },
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                  "name": "Final: factual note",
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                  "sort_order": 108,
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                  "extra": {
                    "correct_answer": "a",
                    "explanation": "The cleaner should stay polite, report the issue, and avoid unauthorized promises.",
                    "options": [
                      {
                        "id": "a",
                        "label": "I\u0027m not authorized to approve a refund, but I\u0027ll report the pool issue and pass your request to the manager."
                      },
                      {
                        "id": "b",
                        "label": "Yes, I\u0027ll refund you."
                      },
                      {
                        "id": "c",
                        "label": "No refunds ever."
                      },
                      {
                        "id": "d",
                        "label": "Use the pool anyway."
                      }
                    ],
                    "points": 1,
                    "prompt": "A guest asks the cleaner for a refund because the pool is cloudy. What should the cleaner say?",
                    "question_type": "multiple_choice"
                  },
                  "id": "efccb0a6-45ed-40c1-b5dd-81da6a3a2438",
                  "instructions": null,
                  "name": "Final: cloudy pool refund",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: cloudy pool refund",
                  "sort_order": 109,
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                {
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                  "extra": {
                    "max_length": 700,
                    "points": 3,
                    "prompt": "Scenario: A guest arrives early and is frustrated that the home is not ready. Write a professional response.",
                    "question_type": "long_form",
                    "requires_review": true,
                    "rubric": "A strong answer should be polite, calm, avoid blame, explain the home is still being prepared, avoid promising early entry, and mention notifying the manager."
                  },
                  "id": "66409b8d-7372-41ba-bcbd-ac31a5a9c7b4",
                  "instructions": null,
                  "name": "Final: early arrival scenario",
                  "node_type": "question",
                  "parent_node_id": "30744278-ff2c-422f-b9d9-1047b6e2c9b9",
                  "path_text": "Interacting with Guests/Final assessment/Interacting with Guests Final Assessment/Final: early arrival scenario",
                  "sort_order": 110,
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                },
                {
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                  "extra": {
                    "max_length": 700,
                    "points": 3,
                    "prompt": "Scenario: A guest tells a maintenance worker that the toilet is blocked and asks for compensation. What should the worker do?",
                    "question_type": "long_form",
                    "requires_review": true,
                    "rubric": "A strong answer should acknowledge the issue, report or handle the maintenance problem according to role, avoid promising compensation, and pass the compensation request to the manager."
                  },
                  "id": "0078f0f4-18e2-44ab-b93b-df69926f906f",
                  "instructions": null,
                  "name": "Final: blocked toilet scenario",
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