GSMGuest Service Management
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How GSM works

One guest request. The complete GSM workflow.

Follow a request from QR scan through confirmation, staff delivery, feedback, and reporting.

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One request throughout

Ask → Prepare → Confirm → Route → Deliver → Resolve

The same Room 412 request stays visible from guest access through private feedback and the sample reporting event.

Aurelia Bay Hotel · Demo

Deliver extra towels
Guest
Elena Rossi
Room
Room 412
Department
Housekeeping
Priority
Medium priority
Target
Hotel-configured service target

Aurelia Bay Hotel · Demo · Room 412 · Extra towels

A GSM guest asks for extra towels, reviews and confirms the request, and hotel staff route, work, and resolve the same Room 412 request.
  1. 01

    Ask

    Open the hotel QR code or guest link, then verify the stay when required.

    QR / guest link · Stay verification when required
  2. 02

    Prepare

    Ask in a configured language and review a structured request summary.

  3. 03

    Confirm

    The guest confirms before any staff request is created.

    Guest confirmation boundary
  4. 04

    Route

    Housekeeping receives the room, service, priority, and configured target.

  5. 05

    Deliver

    Maria Schmidt claims the request and progresses the recorded work.

    Maria Schmidt · Housekeeping
  6. 06

    Resolve

    The guest sees the update, receives private feedback, and the event enters reporting.

Fictional sample. The service target is a hotel-configured setting, not a GSM result.

Request lifecycle detail

A clear active route with eligible branches.

No staff request exists before confirmation. Eligible changes and cancellation stay in the audit history without becoming a step after resolution.

  1. Pending summary
  2. Confirmed
  3. New
  4. Assigned
  5. In progress
  6. Resolved
Changed while eligibleRecorded in audit history
Cancelled while eligibleRecorded in audit history

Before confirmationPending summary only. No staff request created.

Active serviceConfirmed → New → Assigned → In progress → Resolved.

Eligible branchChange or cancel only while the workflow permits it.

Recorded service proof

One confirmation becomes one accountable service trail.

Guest, staff, and management see different views of the same fictional service event.

  1. 01Guest confirmation
  2. 02Room 412 staff workspace
  3. 03Resolved status
  4. 04Private feedback
  5. 05Sample report event

Aurelia Bay Hotel · Demo

Room 412 · Extra towelsMaria SchmidtDemo property · Sample data · Last 7 days
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