The main workflow, step by step
The window follows a single guest request from the room to the housekeeping team and on to the duty manager's overview. Choose a step to see its screen. The hotel, the guest and the request are invented for the demonstration.
Requests
Room 614Checked in- Request
- Two extra pillows
- When
- As soon as possible
- Note
- Please knock quietly
- Language
- Shown in the guest's own
Off the pathA request that is not on the list can be typed freely and is read by the front desk, who route it by hand.
Task
REQ-20417Accepted| Field | Detail |
|---|---|
| Room | 614, sixth floor east |
| Items | Pillows, two |
| Assigned to | Attendant on that floor |
| Target | Within the service standard |
Off the pathA task nobody accepts within the standard is escalated to the supervisor, and then to the duty manager.
Room service
ORD-7715Preparing| Item | Note |
|---|---|
| Club sandwich | No mustard |
| Mineral water | Still |
| Charge | To the room |
Off the pathOutside kitchen hours the menu shows only what is available, and says when the full menu returns.
Late checkout
Room 614Needs approval- Requested
- Two hours after standard
- Room needed for
- Arrival the same day
- Offer
- One hour free, or paid extension
- Reply to guest
- Sent in the app
Off the pathRequests that affect room revenue are never approved automatically, and always pass to a person at the desk.
Service overview
TodayTwo overdue| Department | State |
|---|---|
| Housekeeping | On standard |
| Room service | Running late |
| Engineering | Two requests overdue |
Off the pathAn overdue repair in an occupied room prompts the manager to contact the guest before the guest has to ask again.
Who uses it, and what each role can do
A request crosses departments that rarely share a system. The roles give each team its own queue and give management one view of all of them.
| Role | Sees | Can do |
|---|---|---|
| Guest | Services, their requests, orders and bill | Request, book, order and message the hotel |
| Department staff | The queue for their department | Accept, complete and hand over tasks |
| Front desk | All requests for a room, and guest messages | Route free-text requests and approve exceptions |
| Duty manager | Open and overdue requests across the hotel | Reassign, escalate and contact the guest |
| Hotel administrator | Services, menus, hours and service standards | Change what is offered without a developer |
When the work leaves the usual path
Hospitality is judged on the moments when something is missing, late or impossible. Each of these paths is designed with your operations team.
| Situation | What the system does | Who decides |
|---|---|---|
| Request not on the list | Goes to the front desk to be routed by hand | Front desk |
| Task not accepted in time | Escalates to the supervisor, then the manager | Duty manager |
| Service closed at that hour | Shows opening times and available alternatives | Hotel administrator |
| Request affects room revenue | Requires approval by a person | Front desk |
| Guest reports a fault in the room | Creates an engineering job and informs the desk | Duty manager |
| Guest has checked out | Closes access and removes personal data on schedule | Hotel administrator |
What it connects to
The app is useful only if it knows who is in which room and can post charges. These are the usual connections, subject to what your hotel systems allow.
| System | What moves | Direction |
|---|---|---|
| Property management system | Reservations, rooms and guest names | Into the app |
| Point of sale | Room service orders and charges to the room | Both ways |
| Housekeeping or maintenance system | Tasks and their status | Both ways |
| Spa and restaurant booking | Availability and reservations | Both ways |
| Door lock system, if mobile keys are wanted | Digital room keys | Both ways |
What a first release includes
Guest app
Requests, room service, bookings and messages in the guest's language, opened from a link or code without a download where preferred.
Department queues
A simple task screen for housekeeping, engineering, room service and concierge on handsets or tablets.
Routing and standards
Rules that send each request type to its department, with target times and escalation.
Room service ordering
Menus by time of day, notes and allergens, with charges posted to the room.
Guest messaging
Two-way messages with the front desk, with translation offered where languages differ.
Service reporting
Response and completion times by department and request type, and the requests guests make most.
Often added after the first release
- Mobile check-in and room keys
- Upsells before arrival
- Feedback during the stay
- Loyalty membership
- Several properties under one brand
What we need from you
- The services you offer, with hours and the department behind each
- Your property management system and what it can connect to
- Current service standards, if they are written down
- The languages your guests speak most
- A front office manager and a housekeeping supervisor to test on shift
Ownership and licensing terms are defined in the project agreement.
What to do next
Send us the list of requests your front desk handles most and the name of your property management system. We reply with a first release and what we would connect. Start a conversation or book a 30-minute call.
Common questions
Do guests have to download an app?
Not necessarily. Many hotels offer the service as a web app opened from a code in the room or a link in the confirmation message, which removes the barrier of a download for a short stay. A store app makes sense for groups with returning guests and a loyalty scheme. Both can share the same service behind them.
Will it connect to our property management system?
Most widely used property management systems offer an interface, often through a partner programme with its own approval step. We confirm what yours provides before design. At minimum the app needs to know which reservation occupies which room. Posting charges and reading the bill depend on what the system and your point of sale allow.
How do staff receive requests?
On a simple task screen, on the handsets or tablets they already carry, with a sound for new tasks. Each department sees only its own queue. Staff accept a task, complete it and can hand it to a colleague. We design this screen with the people who will use it mid-shift, since their adoption decides whether guests are answered.
What happens to guest data after checkout?
Access ends when the reservation does. Requests and messages are kept for the period you define for service records, then removed or anonymized. Privacy rules for guest data differ by country, so retention, consent and any marketing use are agreed with your data protection adviser and stated plainly to guests.