# 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](https://help.useroam.com/uploads/images/gallery/2026-08/otel-yonetim.png)

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## 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"*).

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## 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.

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## 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.

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## 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."*

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## 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.

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## 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.

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> **Related pages:** **Hotel Solution → Request Monitor**, **Room Board**, **SLA Rules**, **Hotel Notifications**.