Manage Issues/Amenities and Housekeeping requests  

The On Demand requests can be managed by three different channels: 

1. Via the CMS, in the “Activity” menu, clicking on the “Requests” submenu. 
2. Via the email, previously configured in the booking configuration menu by adding one or more email. 
3. Via the Stay Staff app, clicking on the “Requests” menu. 

How to manage requests by the CMS

All the on demand requests guests do, will be shown in the CMS “Requests” menu. This dashboard allows us to change the request status and/or send guests a message about their request. 

Route: ACTIVITY > REQUESTS 

1. Click on the “Edit” icon beside the request we want to manage (pencil icon). 
2. Check the request’s details in the pop-up window: guest’s name, room number, day, time and comments (in case the guest has sent any). 
3. Manage the request: 
1. Select the “Pending” status if we want to indicate it is still pending to be managed. 
2. Select the “In progress” status if we want to indicate the request is being managed. 
3. Select the “Solved” status if the request has been managed. 
4. We can also write a comment in the text box if needed. We can send comments without having to modify the request status. 
4. Click on the “Save changes” button to send the change of status and/or the comments we have made. 

How to manage requests by email 

The On Demand requests also can be managed by the email addresses we should have previously added in the Issues, Amenities and Housekeeping configuration. This email will always be sent in the default language we have chosen for our hotel. 

Every time a guest requests a product or service, we will receive an email with that request details and we would be able to manage it by selecting any of the options that will be displayed. 

1. Open de request email. 
2. Check the request’s details in the pop-up window: guest’s name, room number, date and comments (in case the guest has sent any).
3. Click on the “Manage lead” button, at the bottom of the email. 
1. Select the “Pending” status if we want to indicate it is still pending to be managed. 
2. Select the “In progress” status if we want to indicate the request is being managed. 
3. Select the “Solved” status if the request has been managed. 
4. We can also write a comment in the text box if needed. We can send comments without having to modify the request status. 
4. Click on “Send” to send the change of status and/or the comments we have made. 

How to manage requests by the Stay Staff app 

To manage the requests through the app, we have to download it from the stores. The app is called “Stay Staff”: 

iOS: https://apps.apple.com/es/app/stay-staff/id1510530215

Android: https://play.google.com/store/apps/details?id=es.mobail.staff&hl=en_US&gl=US

If we want to get notified whenever a request we have to manage is sent, we should add our email address to the services (issues, amenities and housekeeping) we are responsible for. The email should be the same as our user’s. 

Once that configuration is done, we have to follow these steps: 

1. Log in with our CMS user and password (the same credentials we use to log in the CMS). 
2. If we have more than one hotel assigned for our user, we have to select the one for which we want to manage the requests by clicking in the “Search hotel” magnifier icon, at the top of the menu. If we only have one hotel assigned, we will automatically land in our hotel. 
3. Select the “Requests” side menu. 
4. Select the request we want to manage. 
5. Manage the request in the pop-up window that will open right after clicking the last button: 
1. Select the “Pending” status if we want to indicate it is still pending to be managed. 
2. Select the “In progress” status if we want to indicate the request is being managed. 
3. Select the “Solved” status if the request has been managed. 
4. We can also write a comment in the text box if needed. We can send comments without having to modify the request status. 
6. Click on the “Save changes” button to send the change of status and/or the comments we have made.