Solution · Guest Communication and Service Requests

Turn guest messages into requests your team can follow

Guests write to ask something, request something or report a problem. When the message stays at the front desk, nobody can say who has the job or how long it has been waiting. This page describes a way of working in which each message reaches the right team and is followed until it is done.

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“I asked for two towels an hour ago and they still haven’t arrived.”

Sample guest message · 9:40 pm

One evening, four messages on the same line

Illustrative conversation

19:12What time does the pool close tonight?QuestionAnswered from hotel information
19:40Could I get two more pillows, please?Service requestGoes to housekeeping
20:05There’s no hot water in the shower.Fault reportGoes to maintenance
21:30I’d like to speak to a manager.Staff requestFront office takes over

Problem

The message was answered. Who has the job now?

In many hotels, guest messages land on a phone at the front desk or in a group chat. Someone replies and passes the job on by radio or with a note. From there, it often drops out of sight.

When the answers to these questions aren’t recorded anywhere, a delay only comes to light when the guest writes a second time.

The guest writes
To the front desk phone, a personal number or the hotel line.
When did it arrive, and who saw it?
The front desk replies
“I’ll pass it on right away.” The job becomes a note or a radio call.
Which team was it passed to, and to whom?
The department hears
Housekeeping or maintenance picks up the job by word of mouth.
How long has it been waiting?
Done, or forgotten
The shift changes, the note goes missing, the guest writes again.
Was the guest told?

By role

One message, three different questions

A guest’s request raises a different question at three different desks. The solution keeps the answers to all of them in the same record.

General manager

“How long do requests take to complete, and where are the delays building up?”

How the solution answers it

Every request is recorded with its department, the time it was opened and its time limits. Overdue work is flagged on screen, so you see a delay before the guest has to complain.

Operations manager

“Which department has this job, who is it assigned to, and where is it now?”

How the solution answers it

The request lands on the department’s screen; a manager assigns it and a team member completes it. Even across a shift change, the owner and status stay in the same record.

Front office

“The guest wants to speak to someone. Who takes over the conversation, and where?”

How the solution answers it

The conversation is flagged as waiting for a person. Front office takes it over from the web screen, and the assistant stops replying in that conversation.

Process

From message to completed job in four steps

Watch the sample conversation. Each message is matched to the step it triggers for the hotel team, and the request record moves along with it.

Illustrative conversation

Full conversation:
Guest (20:05): Good evening, there’s no hot water in the shower.
Horecas (20:05): Good evening, and thank you for letting us know. I’ve passed this on to our maintenance team; they will check your room.
Guest (20:07): Thanks, I’m in the room.
Front Office (20:41): Our maintenance team has finished the check and the hot water is working again. If anything else comes up, just message us here.

Step 1: The guest writes to your hotel on WhatsApp
No app to download, no account to create. Whatever language they write in, the reply comes back in it.
Step 2: A reply goes out and a request is opened
Questions are answered from the information the hotel has entered. A fault or service request becomes a request record for the right department, and its response and resolution clocks start.
Step 3: The department takes the job
The request appears on the maintenance screen as “Waiting”. The department manager assigns it to a team member and the record changes to “Assigned”.
Step 4: The job is completed and the guest is informed
The team member marks the job as completed and the guest is informed. Staff can also write in the conversation themselves when needed.

What the hotel team sees

Maintenance#T-2187

No hot water in the shower

Room 318 WhatsApp

Status: CompletedPriority: Normal

Respond by: 20:20
Resolve by: 22:05
Assigned to: Can Y.

Opened20:05
Assigned20:09
Completed20:41

Time tracking

Delays show up before the guest has to write again

Each department has two time limits: a response time, within which the job should be assigned, and a resolution time, within which it should be done. The example uses 15 and 120 minutes for maintenance. Choose a scenario.

Sample evening, 20:00–22:30

Status: Completed
Priority: Normal

Request log

20:05Request opened
20:09Assigned to a team member
20:41Completed

The request was completed within both the response and resolution times. No warning was raised on the record.

Sample data

The times are examples; each hotel sets its own for each department. Warnings are for the team only; no automatic message goes to the guest.

What changes

What changes in the team’s day?

The comparison is based on a sample evening at a hotel. It is not a measured result; it shows the difference in how the work is done.

Sample scenario

Question	When messages are scattered	With Concierge
Who saw the message?	Whoever was holding the phone at the time.	The conversation is on the hotel’s web screen, and the authorised team sees the same history.
Which team has the job?	It’s in a radio call or on a paper note.	The request sits on the department’s screen with the assigned person’s name.
How long has it been waiting?	You find out when the guest writes again.	The opening time and time limits are on record, and a warning appears when a limit is passed.
What happens at shift change?	Open jobs are handed over by word of mouth.	Open requests stay on the list, and the next shift picks up where the last one left off.
Was the guest told?	Often, nobody knows.	The guest is informed when the job is completed.
What if the guest writes in another language?	Someone who speaks it has to be found.	The assistant replies in the language the guest writes in.

How much of the front desk’s day goes on answering questions?

Wi-Fi password, breakfast times, parking, pool hours… If the answer is in the information the hotel has entered, the assistant replies. When it doesn’t know, it says so and passes the question to the team.

The share in the calculation is your own estimate of how many questions can be answered from the information your hotel provides.
The result is an estimate; change the inputs to match your hotel.

Try it with your hotel’s numbers

Estimate based on your assumptions

Repeat questions per day

Time spent per question

Share that could be answered automatically

Estimated time saved per day

50 min

Over 30 days25 h

Formula: 50 questions × 2 min × 50% = 50 min

This is an estimate based on the assumptions you enter; it does not show your hotel’s actual results. The time is the team’s combined time spent on these questions.