Automatically routes maintenance requests from guests or staff to appropriate technicians and tracks completion status through real-time updates. Reduces response times and ensures proper escalation for urgent issues affecting guest satisfaction.
Guest submits maintenance request through hotel app or staff reports issue via property management system.
Each node represents an automated step. Connections show how data and decisions move through the workflow.
Detailed explanation of each automated stage in the workflow.
Guest or staff submits maintenance issue through Opera PMS guest services module or mobile app. System captures room number, issue type, and urgency level.
AI evaluates issue severity based on keywords, room type, and guest status to determine priority. Critical issues like water leaks or AC failures in occupied rooms get highest priority.
Automated alerts sent to assigned technician, housekeeping supervisor, and front desk via Salesforce Service Cloud. Guest receives acknowledgment with estimated completion time.
Real-time status updates from technician mobile app sync with HotSOS work order system. Automatic escalation triggered if SLA timeframes are exceeded.
System prompts housekeeping for quality inspection and guest satisfaction confirmation. Updates room status in Opera PMS once work is verified complete.
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