Housekeeping and guest service

Guest requests and complaints

Raise it, assign it, resolve it — so a request is a record rather than a memory.

Operations → Guest service. A request or a complaint is raised against a room or a guest, assigned to a department, and resolved with what was done.

The guest service tab: raise something, and the open board.

Do this

Kind — request, complaint, maintenance, wake-up call, lost & found, incident. The kind decides who it goes to and how it is reported.
Room — or *No room* for something in the lobby.
What does the guest need — one line, in their words.
Raise. A wake-up call needs a due time; everything else is timed from now.
Resolve on the board once it is done. A row turns red when it is late for its kind.

The department and the category come from your own lists — maintenance categories, lost-and-found categories — which is what makes "what do guests actually complain about" answerable at the end of a season.
An open request is visible to the desk, so the next person to speak to that guest knows.
Wake-up calls have their own report, because the cost of missing one is a guest who misses a flight.

A hotel that logs requests here and nowhere else can, at any point, say what was asked for, by whom, how long it took, and whether it was done. A hotel that keeps them in a notebook cannot.

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