GSMGuest Service Management
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Hotel operations

Turn guest needs into clear, accountable work.

Give hotel teams a shared queue with room context, ownership, status, SLA visibility, and the original guest conversation.

Demo the staff workflowExplore the platform

The staff workflow

One queue, clear ownership, useful context.

Every confirmed request arrives ready to act on, with room, stay, service, priority, ownership, status, and the relevant conversation.

Avelora Bay Hotel · DemoDepartment queue · Shift viewConfigured targets, not service guarantees
  • High
    Room 318 · Air conditioning not coolingMaintenance · Resolved · Daniel Okafor
  • Normal
    Room 412 · Extra towelsHousekeeping · Resolved · Elena Petrova
  • Normal
    Room 704 · Late checkout 14:00Front Office · Assigned · Leon Weber
  • Normal
    Room 526 · Luggage pickupFront Office · In progress · Leon Weber
  • Normal
    Room 617 · Spa appointmentSpa & Wellness · New · Unassigned

Selected request · resolved service

Air conditioning not cooling

Guest and room
Claire Dubois · Room 318 · Deluxe Room
Department
Maintenance
Priority
High
Owner
Daniel Okafor
Service-time target
30-minute configured target
  1. New request recorded with stay context
  2. Assigned to Daniel Okafor
  3. In progress while the guest permits entry
  4. Resolved and available for private feedback
“The air is running, but the room is not cooling. The guest permits entry while away.”

Request workspace

Room context, handoff, timing, and conversation in one staff view.

A fictional Room 412 request shows the operational record staff use after guest confirmation.

Avelora Bay Hotel · DemoHousekeeping · Room 41215-minute configured target

Confirmed guest request

Extra towels

Guest and room
Emma Schneider · Room 412 · Sea View Room
Service
Extra towels
Department
Housekeeping
Owner
Elena Petrova
Priority
Normal
Service-time target
15-minute configured target
Created
10:32
Assigned
10:34
Started
10:37
Resolved
10:44

Associated conversation

Could I get two extra towels in room 412?
Please confirm: 2 bath towels to room 412 as soon as possible.
Guest confirmed
  1. New request recorded
  2. Assigned to Elena Petrova
  3. In progress
  4. Resolved

Mobile staff list

Purposeful staff context on a smaller screen.

Priority, department, status, and ownership remain readable without treating this static composition as a live operational app.

Avelora Bay Hotel · Demo

Normal

Room 704 · Late checkout 14:00

Front Office · Assigned

Owner: Leon Weber
Normal

Room 526 · Luggage pickup

Front Office · In progress

Owner: Leon Weber
Normal

Room 617 · Spa appointment

Spa & Wellness · New

Owner: Unassigned

Mobile staff and push availability depends on the hotel’s plan and supported platform.

Explicit request lifecycle

One clear route from guest confirmation to resolution.

Avelora Bay Hotel · Demo

  1. Confirmed request
  2. New
  3. Claimed or assigned
  4. In progress
  5. Resolved

Confirm before notify

Staff work starts after the guest confirms.

The assistant prepares a guest-readable summary. Only a confirmed service request enters the staff queue, where GSM applies the hotel’s configured service and department rules.

Operational visibility

Service-time views support the supervisor.

Configured targets and overdue states help teams see which requests need attention. They are operational views, not a guarantee of SLA compliance.

Department queues

Housekeeping, maintenance, front office, guest relations, and other configured teams work from relevant views.

Request workspace

Claim, assign, progress, resolve, and retain the conversation context beside the request.

Mobile staff and push

Mobile staff views and notifications are available on supported plans and platforms.

Reports and handovers

Recorded ownership, statuses, and timing support shift handovers and operational reporting.

GSM supports hotel request operations. It is not a general workforce-management or housekeeping system.

Demo the staff workflow