Hospitality · Guest Care

In-Stay Request Routing

Route housekeeping, maintenance and room-service requests instantly instead of by phone.

Apps this needs

WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
Housekeeping / Task System Create and track tasks for housekeeping, maintenance and F&B. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Agent receives the request and classifies it — housekeeping, maintenance, room service, concierge.
  2. Creates a task in the relevant department's queue with room number and priority.
  3. Confirms an estimated completion time back to the guest.
  4. Follows up automatically if the task isn't marked complete within SLA.
  5. Logs the interaction type to the CRM for pattern tracking, like repeated maintenance issues in one room.

Data sources

Department task queues SLA rules by request type

What it targets

  • In-stay requests actioned within SLA Target 90%
  • Requests resolved without a repeat call to front desk Target 85%