Hotel Report
The Hotel Report shows, for the date range you choose, the volume of requests, resolution times, staff performance, guest activity per room, delays and extra-sales revenue, as six reports.
What is it for?
- Answers questions like "how many malfunctions came in last month, and how fast were they closed?" on one screen.
- Shows the staff who finish the most and fastest, and the rooms that open the most requests.
- Adds up late check-out, extras, reservation and Wi-Fi speed package revenue.
When do you use it?
- Before a weekly or monthly management meeting.
- For staff reviews and shift planning.
- To see which types and departments are building up delays.
Step by step
- Open the report. In the left menu press Hotel → Hotel report. It opens on the last 30 days.
- Choose the date range. Enter Start and End and press Apply, or use the quick choices 7d, 30d, 90d. Below the title you see the report name, the range and the number of days. On the right, Excel/CSV downloads the open report as a file, Print / PDF prints the page (you can save it as PDF) and Request management goes back to Request Management.
- Read the overview. The Overview tab has number cards, the Daily request flow (opened and closed) and By request type charts and summary cards leading to the other reports. Press a card to open that report.
- Look at request types. The Request type tab shows count, completed, open, average time, longest resolution and amount for each type. The type buttons at the top (All, Malfunction 2...) filter the list; Details on a row opens that type's request list.
- Drill down. Press Details on a row. The same report is filtered to that type: number cards, Daily request flow, Hourly distribution, Guest requests by room, Staff performance and, at the bottom, the Request detail list.
- Review staff performance. The Staff tab shows who did how much work and how fast. If no request was assigned to a person, it reads No request in this range was assigned to or taken by a staff member.
- See guest activity per room. The Guests and rooms tab shows the rooms opening the most requests, request language and the room table. Details opens that room's requests and messages with the guest.
- Review delays. The SLA and delays tab lists delay by type, department breakdown, the rules and the alerts raised.
- See revenue. The Revenue tab shows request upsell and Wi-Fi speed package revenue, daily turnover, and spending per item and per room.
Reports and fields
Overview
| Card / chart | What it shows |
|---|---|
| Total requests, Completed, Open | Requests opened in the range and their status. The cancelled count is not on screen; it is in the Excel/CSV file. |
| Average resolution, Longest resolution | Time from opening to closing for completed requests (min). A dash when nothing is completed. |
| SLA alerts | Delay alerts raised in the range. |
| Total revenue | Completed paid requests plus speed package orders that were not cancelled. |
| Daily request flow | Opened and Closed requests per day. |
| By request type | The share of each type. |
| Summary cards: Request type (Examine each request type separately, "5 types"), Staff (Who did how much work, and how fast, "0 people"), Guests and rooms (Request and messaging history per room, "9 rooms"), SLA and delays (Requests over the threshold and triggered rules, "2 alerts"), Revenue (Upsell and Wi-Fi package sales) | Open the related report. |
Request type
Types are the same as in the panel: Room Cleaning, Extra, Late Check-out, Early Check-in, Malfunction, Room Service, Reservation, Extra sale and Wi-Fi. Statuses in the detail list: Pending, In Progress, Completed, Cancelled. Chart: By request type. Table: Type, Count, Completed, Open, Average time, Longest resolution, Amount, Details. The detail list, titled Request detail, shows Date, Room, Status, Staff, Duration, Amount, Staff Note and Photo; at most 500 rows are listed (The detail list shows at most 500 rows. Narrow the date range or download the CSV for older records.). Back to list returns to the table.
Staff
Staff performance: chart of Staff who completed the most work; table with Staff, Count, Completed, Open, Average time, Fastest, Longest resolution, Amount. The Working hours chart shows the Distribution by the hour the request was opened; shows when this staff member is busiest. Press a person to open their request list.
Guests and rooms
Rooms with the most requests chart, Request language (the language the guest used on the portal), message counts (guest / staff), Lost and found (returned to owner), Rooms with requests and Guests with requests. Table: Room, Count, Completed, Open, Average time, Messages, Amount, Last request, Details. The room detail shows Guest requests by room and Guest messages; without messages: No messages for this room.
SLA and delays
| Section | What it shows |
|---|---|
| SLA alerts, SMS sent, Requests alerted, Total requests, Average resolution | Summary numbers. |
| Delays by type | Delayed and total Count. A delay is counted as a request taking more than 60 minutes; this is meaningful even for hotels with no SLA rules defined. |
| Department breakdown | Counts requests by the department in the Assignment column (including those in pool): count, delayed and average time. |
| SLA rules and triggers | Rule, Stage (If not taken / If not completed), Duration (min), Triggers, SMS and status (Active / Off). Without rules: No SLA rule is defined for this hotel, so no alerts are produced. and an Add a rule link. |
| Alerts produced | Date, room, type, status, staff, duration, SMS and Alert text. None: No alerts were produced in the selected range. |
Revenue
| Section | What it shows |
|---|---|
| Total revenue, Request upsell, Wi-Fi speed package sales, Package sales (count), Average per room | Summary numbers. |
| Daily revenue | Request upsell and Wi-Fi speed package sales per day. |
| Item | Count and amount per item, with the Total at the bottom. Note: Only completed requests and non-cancelled speed package orders are counted. |
| Spending by room | Count and amount per room; below it Payment status (paid / charged to room). |
| No paid requests in the selected range. | Shown when there is no revenue. |
When the range has no requests, every report shows No requests in the selected date range.; widen the dates.
Frequently asked questions
The Staff report is empty.
It counts requests that were assigned or taken. If requests are closed from the pool, nobody shows; staff should take requests in Useroam Go with Take.
The revenue differs from Request Management.
Request Management shows only today; the report shows the selected range and also adds speed package sales.
How do I get a PDF?
Press Print / PDF and choose "Save as PDF" as the printer.
Related pages
- Request Management · SLA Rules · Speed Package Sales · Bookings and Extras
- Operations: task and point report