Guest and tenant requests without the phone call

What guest request management means in TaskLoop

Guest request management in TaskLoop means every request, whether “more towels”, “the AC is noisy” or “late check-out please”, is captured once, given an owner and tracked until the guest rates it. The guest can submit it themselves by scanning a QR code in the room, so nobody has to wait for the operator to pick up.

The problem it solves is familiar to any front-office manager. A guest calls, reception writes it down, someone radios housekeeping, and the request disappears between shifts. The guest then calls again, annoyed. With a tracked request, everyone involved sees what was asked, who has it and when it was done.

The workflow, step by step

1. The guest scans and asks

Every room has its own QR code, so the request already carries the room number. The guest scans it, chooses or types what they need and submits it. They do not have to wait on the phone line or explain the room number twice.

Requests that arrive by phone, email or at the desk are registered by reception on the admin dashboard and follow the same path.

2. Reception or a supervisor assigns it

The request appears on the dashboard in real time. Reception or the duty supervisor assigns it to a person or a department, sets the priority and the deadline, and adds instructions if needed, for example “guest has a baby, bring a cot with sheets”.

3. Staff deliver it

The assigned person gets a push notification on the staff app, accepts the task, delivers the item or fixes the problem, and marks it complete. They can attach a photo. If the task is not finished by its deadline, it escalates to a supervisor.

4. The guest rates the result

Once the task is complete, the guest sees that on the same screen and is asked to rate the service. The rating is stored with the request and feeds the reports.

Who uses it

• Guest. Submits, follows and rates requests from the room QR code.
• Front desk / reception. Registers requests that come in by phone or in person, assigns them and answers “where is my request?” by checking the dashboard.
• Housekeeping, maintenance, F&B, concierge. Receive and complete the tasks.
• Front-office manager and GM. Follow response times and ratings, and step in on escalations.

What the screen shows

The guest sees a short, simple screen: choose a request, add a note, submit, then a status that moves on as the task is handled, and a rating prompt at the end. On the dashboard, the same request shows the room, the request, the owner, the priority, the deadline and the live status. On the staff app it appears as a task with the room number and instructions.

For residential and commercial buildings

Residents and tenants have the same need: report a fault once, know someone has it, and see it fixed. QR codes per unit, asset or common area, such as the lift lobby, the gym or the car park, use the same mechanism as hotel room QR codes. Requests that come by phone are registered by the concierge or building front desk on the dashboard, and they follow the same assign, act and rate loop. For more background, see tenant maintenance requests without a call centre.

Making requests easy to act on

The best request flow gives staff everything they need the first time. A few habits help.

• Keep request options short. Guests pick faster from a short list of common needs, such as towels, amenities, cleaning and maintenance, with a free-text note for anything else.
• Place the QR code where guests look. Near the bedside, on the desk or by the door is usually better than inside a drawer.
• Treat phone requests the same way. If reception logs every call on the dashboard, the reports show the full picture, not just the QR requests.
• Close the loop quickly. The rating prompt arrives when the task is marked complete, so staff should complete tasks as soon as the job is done, not at the end of the shift.

What it doesn’t do

• Chat. The guest app is for submitting and tracking requests, not for open-ended conversations with staff.
• Billing. Paid requests such as room service charges are posted in your PMS, not in TaskLoop.