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Handle Service Requests

See and respond to guest requests like "extra towels" or "broken air-con" coming from the TV or mobile app.

Handle Service Requests

What you'll learn: How to find, respond to, and close out guest service requests sent from the TV or mobile companion.

Time needed: 2 minutes per request once you know the page.

Before you start

You'll need:

  • Login access. The Operator role can also see this page (but not most other admin pages).

Step 1: Open Service requests

In the left sidebar, under MAIN, click Service Requests.

Service requests page with three tabs (New / In Progress / Resolved) and a list of request cards with room numbers and types

You'll see three tabs at the top:

  • New — just-arrived, not yet picked up.
  • In Progress — picked up, being worked on.
  • Resolved — done or cancelled.

The badge on each tab shows how many requests are in that state.

Step 2: Filter by type

Below the tabs, you can filter by type:

  • Housekeeping — towels, cleaning, turn-down service.
  • Maintenance — broken light, leaking tap, AC not working.
  • Amenity — extras like a kettle, an iron, a phone charger.
  • Complaint — guest is unhappy.
  • Other — anything else.

Filter chips with the type filters visible

Each request card shows: room number, type icon, priority badge (Urgent / High / Normal / Low), short description, and how long ago it came in. AI-detected requests have a small bot icon.

Step 3: Open a request

Click any request card to expand the details panel. You'll see:

  • The full description.
  • Guest's room number and name (if checked in).
  • Source (TV, mobile companion, AI conversation).
  • Priority.
  • Conversation context (if it came from the AI).
  • A notes field for staff comments.

Step 4: Move it through the workflow

In the detail panel, change the status:

  • In Progress — when staff is actively working on it. The guest sees this on their TV/phone.
  • Resolved — done.
  • Cancelled — guest withdrew the request, or it was a duplicate.

You can also add internal notes that the guest does not see ("Sent housekeeping at 14:30, towels delivered").

Step 5 (optional): Pin priorities

Urgent and High priority requests show a colored border. Train staff to attend to those first. The "New" tab shows all of them at once when filter = All.

How requests get created

Three sources:

  1. Guest taps a tile on the TV — "Request Housekeeping" etc.
  2. Guest fills the form on the mobile companion.
  3. AI Concierge — when a guest asks something the AI thinks is a request, it creates one automatically. These have the bot icon and a "AI detected" tag.

What if it doesn't work?

No requests appearing, even though I know guests are using the TV:

  • The AI Concierge might not be enabled (so no AI-detected requests).
  • The TV menu might not have the "Service Request" tile. In Main Menu Editor, look for a tile of Type Service Request — add one if missing.

A request keeps coming back to "New" tab: You probably haven't actually changed status. After picking up, click the request and explicitly set it to In Progress.

Page doesn't refresh: Click [Refresh] in the top right, or wait — the page auto-updates when WebSocket notifications arrive.

Next steps