Guest request

A guest request is an ask from a guest for something the hotel should provide, fix or arrange. Requests usually fall into a few groups:

• Housekeeping: extra towels, pillows, toiletries, a cot, an iron, a clean at a specific time
• Maintenance: the room is too warm, the TV remote does not work, a light is out
• Front office and concierge: late check-out, a taxi, a wake-up call, luggage collection
• Food and beverage: a forgotten item from room service, extra glasses, a kettle

Example

At 22:40 the guest in room 1203 calls to ask for two extra pillows and mentions a dripping tap. Often that becomes one call to the front desk, another call to housekeeping and a radio message to the engineer on duty, with no record of when each was done. Logged properly, it becomes two tasks: pillows to housekeeping, tap to maintenance, each with an owner, a status and a completion time.

How it relates to neighbouring terms

• A guest request is the ask; a task or work order is the assigned job that fulfils it.
• QR code requests are one way to submit requests without a phone call.
• First response time and completion time measure how well requests are handled.
• Housekeeping handles the largest share of requests in most hotels.
• In residential and commercial buildings, the equivalent is a resident or tenant request.

Where TaskLoop fits

TaskLoop is built around the guest request flow: request, assign, act, rate. Guests scan the QR code in their room to submit a request and see it tracked; reception assigns it to staff or a department with a priority and deadline; staff complete it on the mobile app; and the guest rates the service afterwards. See guest and tenant requests.