Request Management

Request Management is the control screen of your hotel operation: filter every incoming request, assign it to staff, close it and read the end-of-day summary. Use the Request Monitor at reception for fast operation and this screen for oversight and reporting.

How do I open this screen? From the left menu, go to Bumerang → BUSINESS → Request Management.

Request Management screen

1. Headline figures

Total today: requests opened during the day.
Completed: requests that have been closed.
Open: requests still waiting.
Avg. response: the average time taken to fulfil requests — the most direct measure of your operational quality.
Upsell (approved): the revenue from approved paid services such as late checkout and early check-in.

Status strip

The strip beneath summarises the live operation: Rooms (total), Dirty, Faulty, Pending, In progress, Oldest pending (minutes) and Unassigned staff. When something needs priority, a warning appears above (for example "There is a faulty point, give it priority").

2. Tabs

The screen is divided into five tabs: Requests, Rooms, SLA Rules, Notifications and Assignment. Rooms, SLA Rules and Notifications are described on their own pages.

3. Open New Request (reception)

When a guest phones or comes to reception, you open the request yourself:

Room: the room the request came from.
Type: Room Cleaning, Extra, Late Checkout, Early Check-in, Fault or Room Service.
Description: the details (for example "2x Club Sandwich, 1 Cola").
Time (optional): As soon as possible, 10:00–12:00, 12:00–14:00 or 14:00–16:00 — the guest's preferred slot.
Assign to staff (optional): assigns the request directly to an employee. Left as — automatic —, it is distributed by the assignment rules.

4. Filters

Start / End: the date range.
Status: All, Pending, In progress, Completed, Cancelled.
Type: filter by request type.
Room: shows the requests for one room.

Apply runs the filter and Clear resets it. With no matches, the page reads "There are no requests for these filters."

5. Closing a request

Close a request with the Close as completed button. For fault requests, the Close fault dialog lets you select or take a resolution photo — attaching a record of the work done to the request.

6. End-of-day summary

The End-of-day summary card shows the day's request volume, completions and average response time. It is the summary to read at shift handover.