Housekeeping and guest service

Guest requests, and Do Not Disturb

Towels, water, a cot, "clean my room now" — each with a clock, an assignee and the guest told; DND with attempts and a threshold.

A request is raised from the room card (*Guest asks*), from the desk page's *Requests* tab, or by the guest on WhatsApp / the app through the API. Pick what it is — extra towels, drinking water, pillow or blanket, an extra bed, a baby cot, an iron, toiletries, *clean my room now*, *clean my room later*, turndown, laundry pick-up, minibar refill, a wake-up call, or anything else — with a quantity and a time where it matters. Each kind has a department and an SLA in minutes (*Requests → Kinds*); the ticket carries the clock, the source and the guest. Some kinds act on their own: *clean now* rushes the room to the top of the queue; *clean later* sets a make-up flag that lapses at the hour asked; *turndown* makes a turndown visit; *extra bed* and *cot* flag the room so the credits and the checklist know.

The steps — *Take it*, *Start*, *Done* (or *Cancel* with a reason) — are one tap on the phone's Requests chip or on the desk. The guest is told when the request is received and when it is done, in the hotel's own words (*Messages* templates hk_request_received, hk_request_done), if the switch under *Settings* is on. Past its time, a request is escalated up the chain — supervisor, executive, manager — at the interval the hotel set; every step is on the room's story and in the tray.

Do Not Disturb. On the phone, *DND* on an occupied room records an attempt (who, when). At the hotel's threshold (three) the supervisor and the front office are told to call the guest; a DND older than the security hours (24) tells security and the manager to make a welfare check. The desk's *DND* panel lists every room under DND, the attempts, and when to knock again. *Guest said come in* or *Desk reached the guest* clears it with the reason on the story.

More in Housekeeping and guest service

Room statuses, and who changes themVacant-clean, vacant-dirty, occupied, out of order — and what moves a room between them. The housekeeping boardToday, by room: what needs cleaning, who is doing it, and what disagrees with the desk. Guest requests and complaintsRaise it, assign it, resolve it — so a request is a record rather than a memory. Taking a room out of orderOut of order removes a room from availability for a period, with a reason. When housekeeping and the front desk disagreeThe discrepancy report lists rooms where the two views differ. Check those rooms first. Rooms out of order, and for how longGive an out-of-order room a date range. A room with no end date is out for ever. Analytics, the kept numbers, and the budgetSixty columns per hotel per day, kept by the night audit; trends; cost per room; budget against actual. A room's storyEverything that ever happened in a room, in order, with who and when; it cannot be edited. Damage and missing itemsReported with a photograph and a value, verified by a supervisor, approved by a manager, charged to the folio. Faults, and the recheckOne tap from the room raises the ticket; engineering fixes it; housekeeping rechecks before it closes. Handover, help, and the day on paperThe going shift writes what is open and the coming one signs; help is asked for from the room; the sheet prints and the reports email themselves. Leakage, fraud, and the investigation queueSix questions asked of the hotel's own history every night; each opens an investigation a manager closes with a finding. Linen and laundryFresh to the room, soiled to the batch, the batch to the laundry and back with the count checked; and a guest's laundry as a docket that charges the folio. Lost and foundWhat was found, where it is kept, every attempt to reach the guest, and how it went back. People, shifts and the rosterWho is on the floor today, what each can do, and how the rooms are shared out. Photographs on the storyA before, an after, a failure, a damage or a maintenance photograph, taken on the phone, kept on the room's story with who and when. Preventive workAC servicing, drain cleaning, mattress rotation, pest control — on a schedule the night audit runs. Public areasThe lobby, lifts and washrooms cleaned on a frequency, started and finished by scanning the code on the wall. Rules that act, the clocks, and the trayIF this moment THEN do that — with approval where the hotel wants it; every open thing has an SLA and a chain; notifications in one tray. SOPs and who has read themThe written standard, versioned, and the staff acknowledgement that goes with it. The checklistWhat a clean consists of, ticked on the phone; the room and bathroom lines, mandatory ones, versions, and when it blocks Done. The dashboard and the floor mapEvery number of the day on one screen, and the floor drawn as it is, coloured by state. The floor's screenOne card per room, one tap per step; the room attendant's whole day on a phone. The group, and the brand standardEvery hotel a row, ranked; a brand checklist pushed to hotels with lines they cannot remove. The guest remembered, and the eco stayPreferences on the guest come back next stay; an eco stay skips the clean or keeps the linen, and the savings are counted. The housekeeping storeConsumables, linen, chemicals and minibar stock on one ledger: receive, move to a pantry, issue to a room, count, and see the variance. The inspectionA supervisor scores the cleaned room line by line; a pass makes it ready, a fail makes the re-clean by itself. The minibarFilled from the store, sold to the guest on the folio by the person who saw the empty bottle, counted at check-out. The morning paragraph, the ETA, and the demandWhat the queue predicts for today, which arrivals are at risk, the move that helps — and what the store will need this week. The phone: offline, alerts, languages, voiceTaps are kept without a signal and sent when it returns; rush rooms reach the phone; the floor reads Hindi, Bengali or Nepali; a voice note becomes a ticket. Webhooks and messagesSixteen events posted to any URL with a signature and retry; five WhatsApp messages in the hotel's own words. What a clean costsConsumables, chemicals and linen washes added up per visit, per room, per type, per floor, per attendant. Which clean a room getsCheckout, stay-over full or light, turndown, deep clean — the kinds of visit, their targets, and the rules that decide. Which room comes firstA guest waiting, a VIP, an arrival, a rush from the desk — one number puts the room at the top. Who cleans wellRooms, minutes against target, inspection scores, fail rate, re-cleans, complaints — per attendant, for any period — and the lines each one keeps failing.