Operations / 07
From conversation to an actionable request
Avoid context-free tickets: read the details, distinguish urgency and close the loop with the guest.
- 01Verified information
Hours, instructions, services
- 02Answer to the guest
Clear context, the guest’s language
- 03Staff intervention
Requests that need confirmation
Keep related details together
“Breakfast in the room” and “tomorrow at 10, for two” may describe one request. Read the conversation before treating them as separate tasks. Topic, stay and request status help prevent operational duplication.
Distinguish read from resolved
Marking a notification as read means it has been seen, not that the service was delivered. Resolution should reflect completed work or a communicated answer. Urgent requests need dedicated attention without hiding other work.
Confirm only what is possible
AI can collect a question and notify staff. The property must confirm availability, price and conditions when needed. Use the history to reply precisely and check that counters and lists update after handling requests.
Before you activate
- Conversation read before acting
- Read and resolved used correctly
- Outcome communicated to the guest
Frequently asked questions
Should every message become a ticket?
No. Details of the same need belong together; different needs should not be merged merely because they come from the same guest.
Does a notification confirm a booking?
No. Notification and confirmation are distinct steps: the property decides when a service can be confirmed.