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 "Service Requests" to open the main service requests view.
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You'll see a list of all ordered services, with key details such as:
- Room Number
- Guest Name
- Reservation Number
- Service Name
- When the service is needed
- Service request status
🔍 Searching, Filtering & Customizing
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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 column that lets you view the details of a service request. Click on the 3 dots and then click on View to open the service request details dialog.
You can also view the details dialog in the chatroom with the guest by clicking on 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 Guest Web App
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After a guest logs into the guest experience app, they can start ordering available services. First, the guest should click on the services page from the bottom navigation menu.
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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 on the arrow next to the service.
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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 Apply.
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After choosing a suitable date and time, the guest can click on the Submit Request 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.
