Issue Tracking

HotelMGR Plus automates dispatch and track-to-completion of both maintenance- and guest-related issues. HotelMGR Plus also provides reporting capabilities that allow hotel staff members to easily see what issues are being resolved. Issues can either be scheduled (preventative) or unscheduled (ad hoc). HotelMGR Plus will also track and dispatch any guest and VIP requests.

Preventative Examples:
• Mattress flipping
• AC filters
• Seasonal maintenance
• Deep cleaning

Ad Hoc Examples:
• Individual room requests (pillows, towels, blankets, etc.)
• Roll-out beds

Issue Prioritization

HotelMGR Plus is designed with default maintenance and guest service issue categories. These customizable categories allow properties to adapt HotelMGR Plus to their current workflow processes.

Customization Features:
• Issue subject, name, priority, resolution time, required trade skill, guest call-back
• Preventative maintenance recurrence: day of month, or number of days
• English and Spanish telephone interface

Issue Entry

HotelMGR Plus employs an intuitive, easy-to-use web-based interface, along with the ability for staff to enter issues through a property’s phone keypads. This allows issues to immediately be entered into the system’s prioritization queue, and in turn be seamlessly resolved in the shortest amount of time possible. Work tickets are created for specific locations/rooms as issues are defined by a property’s staff.

As soon as an issue has been entered into HotelMGR Plus, the clock begins. This allows tickets to be tracked, even before they’re accepted and assigned. Each issue is given a configurable timeframe, and if a particular issue doesn’t receive a resolution confirmation, then the issue’s status will automatically be escalated. 

Issue Entry Features:
• Issue customization at time of entry: priority, resolution time, required trade skill, guest call-back.
• Customization of new issues/subjects at time of ticket entry
• VIP tracking
• Text-to-speech

Work Ticket Dispatch

HotelMGR Plus will dispatch issues either by telephone (extension or cell phone), email, or SMS text messaging. Any issue can be defined as an individual or collective assignment, and HotelMGR Plus will track abandoned, unresolved, and stalled issues. Also, a flexible set of rules can be defined for customized dispatching and assignment of work tickets.

Work Ticket Tracking

HotelMGR Plus is equipped with web-based viewable queues of all open work tickets. This allows for administrative and individual tracking to completion. Also, staff notifications include escalation of uncompleted tickets.

Skills-based Dispatching

Each staff member at a property has different skills and responsibilities. These skill sets can be entered into HotelMGR Plus, and the system will automatically dispatch issues based on these predetermined criteria. When an issue has been resolved, HotelMGR will alert the front desk, and give them the option to connect to the guest who made the original request to determine if they are satisfied with the resolution.