Request Management Request Management is the screen where you follow every hotel request in one list, whether the guest opened it from the portal or reception entered it by hand, assign it to staff and close it. Room cleaning, malfunctions, extra requests, late check-out, room service and reservation requests all land here. What is it for? Shows open work, waiting times and who is handling each request at a glance. Lets you assign a request to a staff member, nudge the person responsible on their phone and message the guest. Gives today's summary at the top (total, completed, open, average response, approved extra sales). When do you use it? At the start of a shift, to see open requests and overdue work. To record a request that came by phone or at the desk ( Open New Request (reception) ). To hand a job to someone else or remind the person responsible. To search past requests by date, status, type, room and staff member. Before you start A hotel profile must exist. If it doesn't, this screen takes you to Guest Portal . If the hotel has never received a request, the first time you open the screen the panel sends you once to the Venue Setup Wizard (hotel mode). You can come back afterwards; the wizard does not open by itself again. To assign requests to people, staff must be linked to a hotel department ( Staff ). A hotel without staff can still use the screen; requests wait in the department pool. Step by step: handling a request from start to finish Open the screen. In the left menu press Hotel → Request Management . Read the summary and live status. The five cards at the top show today's numbers; the coloured strip below shows the current state. The tabs ( Requests , Rooms , SLA Rules , Notifications , Assignment ) and the Setup wizard button on the right are here too. Open a request by hand if needed. Press Open New Request (reception) . Type the room number in Room (for example 305 ), pick a Type and write a short note in Description . Time (opt.) and Assign to staff (opt.) are optional. Press Open . If you don't pick anyone, the request goes to the department that matches its type. Filter the list. Set Start and End dates and, if needed, Status , Type , Room and Staff , then press Apply . Clear removes all filters. The screen opens on the last 7 days. Assign the request and nudge if needed. Pick the person from the list in the row's Assignment column; the choice is saved as soon as you select it. When the request is open and has someone responsible, a Nudge button appears below it; pressing it sends a reminder notification to that person's phone. Take the request and close it. On a pending request press Take . When the work is done, press Complete , Approve ₺... on paid requests, or Close with photo on a malfunction. In the same row you can type a Staff Note and save it with the tick next to it, or press the speech bubble to message the guest. Close a malfunction with a photo. In the Close with photo window press Select / take a resolution photo , choose the photo and press Close as completed . If a photo is not required you can also close without one. Room service orders Room service requests (type Room Service ) follow their own flow. The status column shows the order stage: New Order → Preparing → Ready → Delivered . The green button in the row always names the next stage: Start preparing , Marked ready , Delivered . A delivered order counts as completed. Messaging the guest The speech bubble in the row opens the Messaging window. The title shows the request number and the room ( Request #... Messaging and the room, for example 402). When there is no conversation yet you see No messages yet. Type in Write a reply to the guest… and press Send . The guest sees the message in the My Requests section of their personal page. While the window is open, new messages arrive by themselves every few seconds; messages are labelled Hotel and Guest . The number next to the bubble is the message count for that request. Every field and button on the screen Top section Field / button What it does Example Subtitle: Oversight of all requests · use the monitor for fast operations The monitor link opens the Request Monitor . - Total today Requests opened today. 12 Completed Requests opened and completed today. 9 Open Requests opened today that are still pending or in progress. 3 Avg. response Average time from opening to closing for requests completed today (min). A dash shows when nothing is completed yet. 18 min Upsell (approved) Total amount of paid requests completed today (late check-out, early check-in, room service, paid extras). ₺1,200 Requests , Rooms , SLA Rules , Notifications , Assignment Tabs. A red number appears on Notifications when there are unread alerts. - Setup wizard Opens the Venue Setup Wizard in hotel mode. - Live status strip The strip appears on every tab and gives a verdict rather than a number: Strip text When it appears What to do Faulty point present, prioritise it (red) At least one room is Out of order . Check the red rooms on the Rooms tab and assign the malfunction request. A pending request is overdue (yellow) The oldest pending request is older than 30 minutes. Take the request or nudge the person responsible. Open work in progress (yellow) There is a dirty room or a pending request but nothing is late. Normal work; keep an eye on it. Everything is on track (green) No dirty or out-of-order rooms and no pending requests. - Numbers on the strip: Rooms (total rooms), Dirty , Out of order , Pending , In progress , Oldest pending (minutes) and, on the right, No staff assigned (rooms without a responsible person). Dirty, Out of order and In progress are hidden when they are zero. Open New Request (reception) Field What it does Example Room The room of the request. Required. If it is not on the Room Board yet, it is added automatically. e.g. 305 Type Room Cleaning , Extra , Late Check-out , Early Check-in , Malfunction , Room Service , Reservation , Extra sale . Malfunction Description Short note (300 characters). e.g. 2× towels / A/C malfunction Time (opt.) Preferred time: As soon as possible , 10:00-12:00, 12:00-14:00, 14:00-16:00. Can be left empty. As soon as possible Assign to staff (opt.) Default automatic : the request goes to a department by type ( Automatic Assignment ). Pick a person to assign it directly. automatic Open Opens the request as Pending . If an automation rule matches, an e-mail also goes to the support company ( Automation ). - Filters Field What it does Start , End Date range in which the request was opened. Default: last 7 days. Status All , Pending , In Progress , Completed , Cancelled . Type One of the request types, or All . Room Requests of a single room. Staff Requests assigned to or taken by that person. Handy for reviewing closing photos per person. Apply / Clear Filters / removes all filters. Request list Column What it shows Date When the request was opened. Room Room number. Request Type and, if any, which extra or service; a gold amount badge; the guest's note; the preferred time for cleaning. The small picture with a red frame is the guest's Malfunction (before) photo; green-framed ones are Resolved (after) photos. If a staff member opened it, an Opened by: line appears. If an automation rule ran, a company badge shows. Waiting Time since opening (until closing if closed), for example 2 h 15 min . On open requests it turns orange after 30 minutes and red after 60. Status Badge: Pending , In Progress , Completed , Cancelled . Room service shows the order stage. Assignment The blue badge is the request's department ( Housekeeping , Technical , Restaurant , Front Desk ). Below it you see the assigned person or in pool . On open requests the pool / assign list picks a person; the choice saves at once. Open requests with someone responsible get a Nudge button; hovering it shows Sends a reminder notification to the phone of the person responsible for this job. Staff Note A note only the team sees. Type it and press the tick next to it ( Save note ). Buttons Speech bubble ( Messaging ), Take (pending only), Complete or Approve ₺... on paid requests, Close with photo on malfunctions and on types that require a closing photo, and the cancel button (the English panel labels it Cancelled ). On a closed request the circular arrow is Reopen ; it sets the request back to pending. The list shows at most 300 records; if there are more you see First 300 records, use filters to narrow down. at the bottom. When nothing matches you see No requests for these filters. Close with photo window Item What it does Title: Close with photo and the room Shows which request you are closing. Add a photo documenting the work you did. You can select more than one photo. Explanation. Select / take a resolution photo Opens the camera on a phone, the file picker on a computer. After choosing, a count such as 2 photo(s) selected appears. A photo is not required; you can also close without one. Shown when this type has no closing-photo rule. At least ... photo(s) are required to close this request. Shown when there is a rule; you cannot close without enough photos ( Closing photo requirement on the SLA Rules page). Close as completed Completes the request. For cleaning or malfunction requests the room goes back to Clean . Alerts and messages On screen Meaning / what to do This request can only be closed with at least ... photo(s). It was not closed; upload the photos and try again. Not enough photos were uploaded. Open Close with photo again and pick photos. Reminder notification sent. The nudge worked. A reminder was already sent for this request in the last 5 minutes. Please try again shortly. A request can be nudged once every 5 minutes. This request is not assigned to anyone. First pick a person in the row and save. Pick a person from the Assignment list first. The first time you open the screen a short tour shows three bubbles: End-of-day summary ( Today's request volume, completions and average response time. ), Filters ( Review history by date, status, type and room. ) and Status flow ( Take, Complete / Cancel. Turns orange after 30 minutes of waiting, red after an hour. ). What does the guest see? When you press Take or Complete , a guest who allowed notifications gets "Your request is in progress" / "Your request is completed" on their phone, in their own language. No notification is sent for a cancellation; tell the guest yourself. Details: The hotel portal your guests see . Frequently asked questions The list is empty but guests say they opened requests. The screen shows the last 7 days. Move Start back and press Apply ; check that Status is All . I can't see the Nudge button. Nudge only appears on open (pending or in progress) requests that have someone responsible. Pick a person in the Assignment list first. There is nobody in the Assignment list. Only active staff linked to this hotel appear. Add staff on the Staff screen and link them to a hotel department. Why does a request I closed on the monitor behave differently? Done on the monitor only completes the request. Setting the room back to clean and notifying the guest happen when you close it on this screen. Where is checkout? It is done per room: Room Board . Related pages Setting up your hotel on day one Request Monitor · Room Board · SLA Rules · Hotel Notifications · Automatic Assignment Automation (e-mailing a malfunction to your support company) Role guide: hotel manager · Role guide: hotel staff (Useroam Go)