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 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.