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