Service Requests
🛎️ Service requests are services ordered by a specific guest, like room cleaning and wake-up calls. This section will talk about service requests and how staff members can manage & interact with these requests.
🖥️ Accessing and Navigating the Service Requests View
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Log in to the GMS dashboard with your staff or manager credentials.
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From the sidebar, click on "Guest Requests" to open the main guests requests view and make sure to select the Service Requests tab.
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You'll see a list of all ordered services, with key details such as:
- Room Number (click to view details)
- Guest Name (click to view details)
- Reservation Number (click to view details)
- Service Name
- When the service is needed
- Service request status
🔍 Searching, Filtering & Customizing
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Search: You can type in the search field to filter in certain service requests.
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Filters: You can filter the table using the filter button. Once clicked, it will show a dialog with all possible filters that you can apply to the table.
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Customize Columns: Choose which columns to show or hide. You can also drag columns up and down to change their order.
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Pagination: Navigate through multiple pages of services.
📋 Interacting with a Service Request
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Each row in the service requests table has an action View icon button that lets you view the details of a service request.
You can also view the details dialog in the chatroom with the guest by clicking the action buttons or the Details button in the service request message.
- In the details dialog, you can see all the details regarding this service request, and you can also change its status.
Only staff members that were assigned to the reservation can change the status of a service request. If you don't see the buttons to change the status inside the details dialog, make sure you are assigned to the reservation that this service request belongs to.
- Service requests have these possible statuses:
- pending => This is the initial value of the service request, which means no one has interacted with it yet.
- inProgress => This is the value set after a staff member accepts a pending service request.
- completed => This is the value set after a staff member completes an inProgress service request.
- rejected => This is the value set after a staff member rejects a pending or in-progress service request.
- canceled => This is the value set after a guest cancels their service request.
📱 Requesting a Service from the Mobile Guest Web App
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After a checked in guest logs into the guest experience app, they can start ordering available services, either through:
- Services card visible in the home page.
- Service button in the top bar of the chat page.
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Once on the services page, a list of all available services will be shown to the guest, and they can choose which service they would like to request by clicking it.
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After clicking on a service, the guest will need to choose the date and time for the service. The default date and time can be changed by clicking on the date and time card, selecting another date, and then clicking Send.
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After choosing a suitable date and time, the guest can click on the Send button. If the submission is successful, the app will redirect the guest to the chat and display the service request information in the chat interface.
You can edit or cancel a pending service request using the buttons in the chat bubble. Both will open forms for you to complete the action.
You can view the updates applied by the staff in the chat page as well.
📱 Requesting a Service from the Tablet Guest Web App
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When using the tablet app the guests can start ordering available services, either through:
- Services card visible in the home page.
- Service buttons visible above the text input in the chat page.
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Once on the services page, all the available services will be shown to the guest, and they can choose which service they would like to request by clicking it.
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After clicking on a service, the guest will need to choose the date and time for the service. The default date and time can be changed by clicking on the date and time card, selecting another date, and then clicking Send.
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After choosing a suitable date and time, the guest can click on the Send button. If the submission is successful, the app will redirect the guest to the chat and display the service request information in the chat interface.
You can edit or cancel a pending service request using the buttons in the chat bubble. Both will open forms for you to complete the action.
You can view the updates applied by the staff in the chat page as well.
