Hotel operations software for front office, housekeeping and engineering

The problem every hotel knows

A hotel runs on hundreds of small promises a day: extra towels in 15 minutes, a cot before the family arrives, a repaired air conditioner before the guest gets back from dinner, a late checkout passed on to housekeeping. Most of these promises are made at the front desk and kept somewhere else, by a room attendant, an engineer or a room-service waiter.

The trouble is the handoff. A guest calls reception; reception phones housekeeping; the housekeeping supervisor radios a room attendant who is in the middle of cleaning another room. Nobody writes it down. Forty minutes later the guest calls again, and now the front-office manager is apologising for something nobody can trace.

TaskLoop is built to make that handoff visible and accountable, without changing your PMS or adding a step for the guest.

How a guest request flows through TaskLoop

Every request follows four steps: request, assign, act, rate.

Request. Each room has its own QR code. The guest scans it with their phone, picks what they need and submits it. No app to install, no call to the front desk. Requests that arrive by phone, at the desk or from a staff member walking past are registered in the admin dashboard, so everything sits in one list. See QR code requests for how this works.

Assign. The front office, or a department supervisor, assigns the task to a person or a department, with a priority, a deadline and instructions such as “guest has a nut allergy, check the minibar”.

Act. Staff receive a push notification on the TaskLoop mobile app, accept the task, update its status and complete it. Where it helps, they attach a photo: the repaired shower head, the set-up for a birthday surprise. The completion time is recorded.

Rate. The guest sees the request tracked through to completion and rates the service. That rating goes into the reports alongside response and completion times.

If a task is not done in time, it escalates to a supervisor. The duty manager finds out about a delay before the guest does.

Housekeeping

Housekeeping carries most of the volume in a hotel: guest requests for amenities, rush rooms for early arrivals, turndown, lost and found, linen issues, and the steady stream of things room attendants notice while cleaning.

With TaskLoop, the executive housekeeper and floor supervisors assign tasks to attendants or to the housekeeping department and see their progress in real time. When a room attendant finds a broken lamp in 714, the supervisor logs it as an engineering task right away instead of hoping someone remembers it at the end of the shift. For a practical guide, read our housekeeping checklist by room status and see the housekeeping feature.

Engineering and maintenance

Engineering jobs come from three places: guests, other departments and the engineering team’s own rounds. A dripping tap reported by a guest, a TV with no signal reported by housekeeping, a noisy fan coil found on a walk-round. All of them are logged as tasks, assigned to an engineer, closed with a photo and a timestamp.

That record matters most for rooms going out of order. When a room is blocked in the PMS because of a leak, the chief engineer can see exactly which task is holding it, who has it and how long it has been open. Releasing the room in the PMS stays a manual step, but the decision is no longer based on guesswork. Our guide to keeping a hotel maintenance log covers how to structure this.

Front office: one view of the whole hotel

The front-office manager and the duty manager get a real-time view of every open request in the admin dashboard, plus the workload of each department. When a guest calls to ask where their iron is, reception can answer from the screen: assigned to housekeeping at 19:42, accepted at 19:44, on its way.

That is the difference between “let me check and call you back” and a direct answer. It is also how you find patterns. If a large share of evening calls are for the same amenity, put it in the room. For ideas on shortening response times, read how to cut guest request response time.

Reports for the general manager

TaskLoop reports show task completion rates, response and completion times, staff performance and guest ratings. Use them in the morning briefing to see what was missed overnight, in the weekly operations meeting to compare departments, and in staff reviews to recognise the attendants and engineers who consistently close jobs well.

How TaskLoop sits next to your PMS

Your PMS handles reservations, check-in and check-out, room inventory and billing. TaskLoop handles the work: who is doing what, by when, and whether it was done. TaskLoop works alongside PMS systems such as Oracle OPERA, Cloudbeds and Mews; it does not claim an integration with them. In practice, room status changes stay in the PMS, and the operational task behind them lives in TaskLoop. Read hotel PMS vs operations software and our integrations page for details.

Who uses what

Getting started

Most hotels start with guest requests and housekeeping, then add engineering and the other departments. Put QR codes in a few floors first, route every call through the dashboard, and look at the data after two weeks.

Pricing is quote-based and depends on your property and team size. Book a free demo or read more about hotel management with TaskLoop.