Requests

Requests lists what guests asked for that needs a person: towels, a repair, a taxi, a security concern. Each one waits for Confirm or Reject, and the guest is told the outcome. The sidebar shows how many are waiting. The page's address is #Tickets.

Who can use it#

• Front desk, housekeeping, maintenance and security staff, team leads, managers and admins with the Requests page.
• Staff see and decide their own department's requests. Team leads and above see and decide every department's.
• Kitchen (F&B) staff do not have this page. Their work is on Orders.

Tabs and filters#

• Waiting: nobody has decided yet. Oldest first by default.
• Decided: everything with an outcome, newest first, with who decided and when. Filter by decision: Confirmed, Rejected, Cancelled by guest, Not accepted in time or Closed.
• Department chips: All departments, Services, Maintenance, Front desk, Security and Other, each with its waiting count.
• A line above the list shows how long the oldest request has waited and how many arrived in the last 15 minutes.
• Open security incidents, then urgent maintenance, always stay at the top, whatever the sort or filter.

On each row#

• Guest, request, department and how long it has waited. New marks a request under 15 minutes old. Press the request text to read all of it.
• Confirm asks once, Confirm and tell the guest?, and then tells the guest.
• Reject asks once, Reject and tell the guest?, and tells the guest it cannot be done.
• Add a note before either. The note goes with the decision.
• Rejecting a security incident closes it as looked into, no action needed.

Common tasks#

Handle the next request

1. Open Waiting. The oldest request is at the top.
2. Do the work, or check it can be done.
3. Press Confirm, then Confirm and tell the guest?

Turn a request down

1. Press Reject.
2. Add a note saying why, if it helps the guest.
3. Press Reject and tell the guest?

Look up a past request

1. Open Decided.
2. Search by room or name, or pick a decision.

Where each type of request goes is in Request types and where they go. The status words are explained in Working the queue.