Staff guide

Guest requests

How requests work

DeskManager2 min

One request. The guest and the desk see the same three steps: New, In progress, Done.

The path

  1. Guest asks

    My Stay, then Make a request. A common ask fills the sentence. They can type their own.

  2. You are told

    The inbox gets “New Guest Request”, and Requests shows a number.

  3. You move it

    Mark in progress when someone has it. Mark done when it is finished.

  4. They see Done

    My Stay shows all three bars filled. Your note sits next to Hotel.

Guest and desk

Guest screens below are the Azure Bay demo. Your hotel’s name, colours, and common asks are the ones you publish.

My Stay with Room 101 and a Make a request card under Need help.
Look for Make a request on My Stay, after the room card. Demo brand: Azure Bay.
Make a request with Extra towels chosen, Housekeeping and Room 101, and Send request.
Look for a starter filling the box, then Send request. The hotel’s list can be longer than these four.
Requests page with one new housekeeping request for room 101, status New, and Mark in progress.
Look for the number on Requests, status New, and Mark in progress on the row.

The three steps

You move the request. The guest watches.

  1. New
  2. In progress
  3. Done

Extra towels

Room 101

  1. New
  2. In progress
  3. Done

Hotel: Outside the door

Dismiss

That card is what they see on My Stay after you mark it done and leave a note.

Guest
Sends the ask. Can cancel while it is New or In progress. Dismisses it once it is Done.
Anyone at the desk
Sees every request and can update it. Mark in progress assigns it to you. Desk accounts use the Requests role.
Manager
Chooses the inboxes that get each new request, then publishes.