Management & Operations
Request Tracking in Hotels: Ending Forgotten Work with Target Times and Late Alerts
Many guest complaints come not from work left undone but from work done late. We explain how to set up request tracking with target times, assignment and late alerts, and which indicators to watch.
3 min read
Key takeaways
- You set a target time for each service; work past it is flagged to the team first, then to the manager.
- Requests are taken on or assigned and tracked through New, Assigned, In progress and Completed.
- Requests outside working hours go to another department or wait for opening, as you choose.
- The management panel shows late work, department load and average completion time at a glance.
Why does late work go unnoticed?
When a request is passed on by phone or radio, no time is recorded. Nobody knows when it came in, who took it or how long it has been waiting. The delay surfaces only when the guest calls a second time, and by then their satisfaction has already dropped.
The basis of request tracking is simple: every job should be recorded, have an owner and have a target time.
How do target times work?
1
A target is set
You give each service a target time, for example 15 minutes for extra towels and 30 minutes for a technical fault.
2
The request arrives
It lands on the right department’s screen as a recorded job, and the clock starts.
3
The team is alerted first
When the job passes its target time, it shows as late on the team’s screen.
4
Then the manager
If the job is still not done, the manager is informed, and the problem is handled before the guest complains.
Assigning to the right person
- A request is taken on or assigned to someone, and everyone can see who is handling it.
- Assignment suggestions skip staff who are off shift or on leave.
- The team view shows who is online.
- Shift templates, the weekly roster and leave requests with approval are managed in the same place.
Requests that arrive after hours
Some departments do not work at night. For requests outside working hours you have two options: the request goes to another department, or it waits for opening time. That way a request sent at night does not get left hanging.
Which indicators should you watch?
- Late requests and orders
- Open work and department load
- Average completion time
- Guest ratings; a low rating alerts the manager at once
These indicators sit in the management panel, and you can download reports as PDF, Excel or CSV. A TV in the kitchen or housekeeping office can show the live board as a wall display.
Frequently asked questions
Do we set the target time for each service separately?
Yes. Each service has its own target time; a towel request and a technical fault can have different targets.
Do guests see the delay?
Guests see the status of their request in the portal. The team’s internal notes and late alerts are never shown to them.
When is the manager notified?
Work past its target time is flagged to the team first; if it is still not done, it goes to the manager. A low guest rating also alerts the manager at once.
Can we export reports?
Yes. You can download panel, operations, analytics and feedback reports as PDF, Excel or CSV.
See this experience in your venue
Explore the live demo, or talk to our team for a tailored quote and a free sample kit.
