From a guest's first word to a documented resolution.
Five steps that keep a concern moving — and visible — no matter which shift picks it up.
Log the guest issue or complaint
A team member records the concern at the moment it's raised — what happened, the guest, the room or area, and any immediate context. It takes seconds and means nothing depends on someone remembering later.
Categorize urgency and sensitivity
Each case is given a type and severity. More sensitive concern types can be automatically restricted so they're visible only to authorized roles, while routine issues stay open to the team handling them.
Assign the responsible department or person
Ownership is explicit. The case is routed to housekeeping, maintenance, the front-desk supervisor, or whoever should act — so there's never a question of whose job it is to follow through.
Track follow-up and resolution
Set a follow-up expectation and keep the case visible until it's resolved. Updates are recorded as the team works it, and open or overdue cases don't quietly disappear between shifts.
Review reporting and recovery history
Managers can review what was logged, how it was handled, what compensation was recorded, and how recovery is trending — turning individual incidents into something you can actually learn from.
Everyone sees what they should — and not more.
Front desk, supervisors, and managers each work within their own permissions. Sensitive cases are handled with care, and a front-desk team member who submits a restricted concern simply sees a neutral confirmation rather than the restriction details.