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Guest request management

Hotel guest request management: every request tracked to done

When requests arrive by phone and go into a register, nobody can see what is still pending. Requests get missed and guests have to ask again. In FrontDeskLync every guest call, chat or tap can become a ticket. Each ticket has a room, department, priority, owner and status, and it escalates when it is overdue.

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How a guest request flows

  1. The guest asks. They tap a request type, chat, or call from the room QR page. The AI assistant can draft the ticket and creates it only after the guest confirms.
  2. The ticket is routed. It goes to the right department's board with the room number, and the front desk is notified.
  3. Staff work it. The ticket is assigned and moves from new to in progress to done on the Kanban board.
  4. Overdue tickets escalate. They go to branch admins and then to the hotel owner. SOS and critical tickets escalate immediately.
  5. Managers review. Reports show volumes by department, response and resolution times, and staff performance.

Departments

Front Office

Reception sees every request, and can cover any department when needed.

Housekeeping

Towels, cleaning, amenities and turndown requests.

Maintenance / Engineering

AC, plumbing, electrical and other room issues.

Restaurant & Room Service

Guests can view the menu or order from it, depending on the plan. Each order becomes a restaurant ticket.

Concierge

Bookings, directions and local requests.

Valet Parking

The guest taps "Request My Car". Valet accepts, retrieves the car and hands it over after verifying the recipient.

SLA and escalation

Each ticket has an SLA, 4 hours by default. If it is not closed in time, it escalates to the branch admins by email and in-app notification, and later to the hotel owner (super admin). SOS and critical tickets escalate immediately. Escalation availability depends on the plan.

Frequently asked questions

How does FrontDeskLync stop guest requests being missed?

Every request becomes a ticket on a Kanban board with an owner and status. Tickets that are not closed in time escalate automatically.

What is the default SLA and how does escalation work?

The default SLA is 4 hours. Overdue tickets go to branch admins and then to the hotel owner, and SOS and critical tickets escalate immediately. Escalation availability depends on the plan.

Which departments can receive requests?

Front Office, Housekeeping, Maintenance or Engineering, Restaurant and Room Service, Concierge, and Valet Parking. Request types are configured for each branch.

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