Guest service

A guest request belongs to a booking and a resource. It records the type of work, due time, assigned team member, completion time and status. Front desk staff can capture the work while the property manager can review the broader queue. The assigned staff member has a clear task number to cite when asking about a room or a reservation, avoiding an ambiguous note on the guest’s contact record.

Cleaning, maintenance and guest service are distinct request types. A task moves from open through assigned and in progress to completed as the team works it. The due date helps the property team find requests needing attention; the completion date records when work finished. Agree how staff communicate a change in assignment so an open item does not sit with the wrong person.

• Source context. The request points to both the stay and the resource where the work is needed.
• Assignment. The selected team member provides a named owner for follow-up.
• Progress. Status and completion time separate unfinished work from a completed service response.

Define who opens a task after a guest calls, who assigns staff, and who reviews a completed request before a resource changes readiness state. Maintain staff records with an active value and linked user identity so assignments refer to the right person. Decide which request type is appropriate for routine turnover cleaning versus an in-stay guest need. A maintenance task should remain visible alongside the resource’s status when a new booking is being considered.

A checked-in guest reports that the room needs maintenance before evening. A front desk agent adds a maintenance request connected to the stay and room, sets its due time and assigns a team member. The property manager can see it among open work. The assignee reports progress to the front desk agent, who updates the request and records completion after the visit. The booking, room and task number remain together, so a different shift can understand which guest was affected. If the resource remains under maintenance, the property manager sees that state while reviewing the next reservation.

• Guest Request Queue — Review open, assigned and in-progress service work with its owner and due time.
• My Guest Requests — Find requests assigned to the current staff member.
• Due Guest Requests — Focus follow-up on work due now or earlier.

Follow arrival and service for a guest request and checkout review for departure readiness.