For managers
Managers get the same app plus the views that answer "what needs me now": the Overview, Requests, Rooms, the Floor view, and Hotel settings.
The Overview
One page, top to bottom, in the order a general manager asks the questions.
- What stands out: one line read from the last fortnight.
- Four numbers: open now, waiting too long, median minutes to acknowledge today, today against the usual. Problem counters appear only when they are not zero.
- Needs attention: the requests waiting longest, the rooms that keep asking, and, with zones, the guest areas with nobody there.
- Team: raised, done, completed, open, assigned and failed per person, each a link to their requests.
- Trends and filters, folded: per day, by department, by type, by where they came from, what became of them, minutes to answer.
- Service targets: minutes to acknowledge and to resolve per department. "Waiting too long" is judged against these.
- Export and settings, folded.
Requests, Rooms, Floor
- Requests is every request in the manager's scope, with the escalated approvals first.
- Rooms groups the open requests by room, whoever raised them, with each one's history a tap away.
- Floor appears once the hotel has zones: who is where (by the hotel's chosen mode), wait time by place, demand by hour, chronic rooms and the evacuation roll call. See Location and zones.
Hotel settings
- Notifications
- The email approvals are delivered to, and the scheduled summary report.
- How requests flow
- Front desk reviews every request first; communication only (no hotel system writes); service targets.
- Location
- Off, coverage or live, within what the property's country allows.
- Who gets what
- Routing rules: a request type and a room prefix go to a person.
- Safety
- Who is paged on an alert.
Exports and reports
The Export panel downloads one row per request for a date range, as CSV, with these columns:
request_id, spoken_at, department, type, room, source, raised_by, assigned_to, acknowledged_at, completed_at, status, time_to_ack_s, time_to_resolve_s, target_min, within_target, clarifications, follow_ups, reassigned, transcript, floor, spoken_zone, arrived_at, time_to_arrive_s, time_on_site_s
Times are the property's wall clock. An empty cell means the measurement does not exist, never zero. The scheduled report mails the same summary daily, weekly or monthly to an address the GM sets.