Choosing Request Tracking Software to Exceed Guest Expectations

24/7 Software
Jul 14, 2015 7:45:00 AM

We have a question:

What are you doing to exceed your guests’ expectations?

If you can’t answer this, then you need request tracking software.

If you can answer this, then you still need request tracker software.


Because either way, you’ll always want to be improving the experience of your customer.

Whether you’ve already got a great system in place for ensuring customer satisfaction or not…there’s always room for miraculous improvement.

Wouldn’t you agree?


We understand that you may already be meeting your guests’ expectations.

But, in this article we’re going to show you how request tracking software can help you exceed guest expectations.

More importantly, we’re going to outline the best features of a system you’ll want to implement immediately.

Are you ready? Let’s dive in.

Efficiently Handle Guest Requests Using Request Tracker Software

Before we outline the qualities of a topnotch system – let’s establish some foundation.

Consider this:

Your staff is always responding to fights, medical situations and housekeeping concerns like wet spills.  

They’re doing all of this while simultaneously trying to maintain your ancillary operations. You know, the “issues”…not necessarily the incidents like we’ve mentioned above.


Regardless of the capacity size of your property, your staff needs to be able to respond to any number of requests – anything ranging from wheelchair to food service requests.

Their ability to swiftly respond to these requests can certainly become arduous though, right?

We understand.

When these requests are constantly creating radio traffic, people are showing up to your guest services desk or guests are calling requests in – what happens then?

Requests start mingling with high-priority incidents!

That’s when your day starts getting really ugly.

It gets worse:

Requests start getting overlooked. Then, next thing you know, one after another the requests quickly start slipping through the cracks.

Does this sound familiar?

Things were ugly before, but now this is where it gets scary.


It’s all about optics at this point.

Your guests will perceive your customer service efforts to be less than acceptable. They won’t come back in the future.

Guests’ requests are simply being overlooked. Their needs are not even close to being met.

That’s not good for business or your peace of mind.


Where’s the true hold up?

The requests for food service or a wheelchair or transport service are sent, but they’re never dispatched to the right person or team – or anyone for that matter.

It’s as if they just vanish…

It’s important for you to understand:

It’s your responsibility, role and job to provide a safe, secure and memorable experience for your guests.

It’s your job to put the right systems, solutions and team in place to exceed their expectations.

Are you anywhere close to accomplishing this?

If not, keep reading. (If so, please keep reading.)

Once you own this responsibility and ensure requests are met…this prompts your guests to keep returning to your property.


If you don’t execute exceptional customer service, you can bet they won’t be coming back.

We already know that’s high priority for a professional like you though, right?


Are you ready to exceed your guests’ expectations?

We’re going to assume the answer is a resounding, “Yes!”

It’s time to supercharge customer service with increased efficiency and a better overall experience for the people you’re serving each day – your guests.

4 Characteristics of a Simple Yet Powerful Solution for Exceeding Expectations

If you’re using an incident management system, we bet you have plenty of non-incident requests making their way into your system.

We have good news:

With a superior request tracking system in place at your property, you’ll now be able to track and communicate guest requests in a separate window or solution.

Never overlook a guest request again!

No more mix ups or missed requests.

No longer will you and your team have to worry about requests going under the radar.


You know the importance of responding efficiently to guest requests, the importance of choosing the right system for your property.

So, we’re going to outline the 4 simple but invaluable qualities of request tracker software.

  1. Ability to Send Confirmation and Dispatch Texts to Guests
  2. Send Request Reminders to Associated Staff
  3. Ability to Manage All Types of Requests
  4. Execute Exceptional Customer Service for Peace of Mind

Ability to Send Confirmation and Dispatch Texts to Guests

Is one of your goals to give your guests peace of mind in knowing everything is being handled?

Good, because you can implement a system that’ll let you do just that.

Provide your guests with real-time information about their requests.

Let them know when their requests are received, dispatched and completed by sending a text message right to their phone.

Then, let peace of mind take control of the rest of their experience.

Send Request Reminders to Associated Staff

Your system can have all the latest and greatest features, but it’s useless if requests continue to slip through the cracks.

A large part of your team’s success is, well, your team.

If they don’t get the job done in an efficient manner then everyone is at fault.

Give your team real-time details for requests so they can ensure all requests are completed according to schedule and up to your standards.

Send request reminders to staff so they can get requests complete with maximum efficiency and effectiveness.

Let them know when a request was performed and completed by sending them an email or text too.

All bases are covered.

Ability to Manage All Types of Requests

A simple yet robust system can go a long way for your operation.

This solution is a perfect example.

Take care of all types of requests your property is responsible for…and execute appropriate procedures with ease.

  • Transport Requests
  • Housekeeping Requests
  • Suite Requests
  • Taxi Requests

There shouldn’t be a request your team can’t handle or complete.

Execute Exceptional Customer Service for Peace of Mind

We’ve mentioned this before:

Request tracking solutions allow you to track and communicate customer requests separately from other incidents.

This is monumental in your ability to respond to high priority calls while still taking care of the transport and housekeeping requests we’ve outlined above.

It’s a nonnegotiable when implementing these systems and worthy of being “the best for last.”

Centralizing guest-specific requests allows your team to perform like professionals and for you to achieve peace of mind.

Who wouldn’t want that?

Over to You

You now know it’s vital to the guest experience to ensure nothing slips through the cracks or goes under the radar. That’s why having request tracker software is imperative.

You can’t afford to overlook high priority incidents…and for your guests’ sake you can’t afford to ignore their needs either.

We’re confident you now know what to look for in a system. The only question left is, how badly do you want to exceed guest expectations?

So, will you be implementing request tracking software today or in the near future?

Learn how to exceed guest expectations

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