Guest Desk
Every guest request, handled before it becomes a review
Guests scan the QR in their room to ask for anything. The right department gets it, a timer starts, and nothing is forgotten at shift change.
For front office and guest services teams.
How can we help?
Popular
One queue, however the request arrives
- Room QRA sticker in every room. Guests ask from their own phone with nothing to install.
- In-room tabletA shared-device mode for tablets fixed in the room, so one guest never sees another's requests.
- Phone and walk-inThe front desk logs calls and walk-up requests into the same queue.
- WhatsApp and emailRequests that come in by message get logged and tracked like any other.
- The Foxotel appRequests raised from the app land in the same queue, with the same clock.
What happens to a request
From a scan in Room 412 to a rating, without a phone call or a notebook.
- 1
The guest asks
They scan the room QR, pick a request, set a quantity and add a photo if it helps.
- 2
The right team gets it
It goes to the department for that request, with a due time from its SLA. It can be auto-assigned to the department head.
- 3
The guest can see it
Received, assigned, on the way, done. They see who has it and when to expect it, and can add a note or cancel.
- 4
Late requests escalate
At the SLA, the department head is alerted. Past that, the GM or duty manager gets a WhatsApp.
- 5
The guest rates it
Once it's done they rate it. A low rating can reopen the ticket automatically.
A guest page that's ready on day one
Desk comes with 58 ready-made requests across 7 departments, each with its own icon, SLA and search words, already translated into 13 languages. Switch on the ones you offer and print your room QRs.
- Guests pick their language; your own text can be auto-translated
- Search that understands "soap", "shampoo" and "toothbrush" all mean toiletries
- Quantity for things like towels and pillows, and up to 3 photos
- Call and WhatsApp buttons for the front desk
- Your logo, colour and welcome message, in a modern or minimal style
- The same request sent twice from one room within minutes is caught
- QR stickers for every room, downloaded in one go
Housekeeping
Maintenance
Wi-Fi & TV
+ Dining, Front desk, Security and Concierge
Nothing waits quietly
Every request type has its own time limit. Urgent ones are capped, however long the type allows. When a ticket runs late, the right people hear about it, in order.
- SLA per request type, in minutes or hours
- Urgent tickets due within 30 minutes, whatever the type
- Level 1: the department head, when the SLA is reached
- Level 2: the GM or duty manager, at 150% of the SLA
- Both points can be changed, and limited to certain priorities
- Optionally alert your SOS escalation contacts too
- WhatsApp to the department on every new ticket, if you want it
- Level 1WhatsApp to Ramesh, Chief Engineer12:10, SLA reached, not resolved
- NextWhatsApp to the duty managerAt 12:25 if still open
One queue for every department
Each department sees its tickets with the clock running. Wrong department? Transfer it with a reason, and the history stays on the ticket.
- Departments with their own working hours, or 24×7
- A fallback department for anything that doesn't fit
- Transfers between departments, with the reason recorded
- Comments and photos on every ticket
- Staff can be limited to their own departments
- Resolved tickets close themselves after the hours you set
| Room | Request | SLA | Status |
|---|---|---|---|
| 412 | AC not cooling Engineering, from room QR | 18 min left | Open |
| 301 | Kettle not working Escalated to duty manager | 4 min over | Escalated |
| 208 | Extra pillows Housekeeping, Priya S. | 9 min left | In progress |
| 115 | Late checkout at 2 pm Front office | Done in 6 min | Rated 5/5 |
Yesterday's numbers, before the morning meeting
Desk sends a summary of yesterday at the hour you choose: to the managers you pick for the whole hotel, and to each department head for their own department. On the 1st, the owner gets a monthly PDF.
- Daily summary by email or WhatsApp
- Department heads see only their department
- Monthly owner report as a PDF
- Reports by request type and department, with export
Most asked
5 late, 3 in Engineering. 1 rating below 3, reopened.
Scan a Desk QR yourself.
In a demo you'll raise a request from your own phone and watch it reach the right department, the way your guests would.