Every guest request, tracked from asked to done.
One queue. One owner. One clock.
Service Control is the staff side of the Clefs Guest Service Desk. Every guest request, from the room QR code or a call to your front desk, lands in one queue with an owner, a timer and an escalation path, and you see what was fixed and how fast.
What the guest sees
A QR card in the room opens the hotel's assistant on the guest's own phone, with no app to download. The guest talks or types, in English or seven more languages, and questions about the hotel are answered at once from facts you approved.
Anything that needs a person becomes a request the guest can follow on the same page, from received to done.
One queue for every channel
Guests ask in the way that suits them: the QR code in the room, or a call to the front desk, logged into the same queue in a few keystrokes. Once your WhatsApp is connected, messages there join the same queue. Each request becomes one job with the room number, the category, the words the guest used and a name against it.
Simple questions (WiFi, breakfast hours, checkout) are answered at once from what your hotel has approved. Anything that needs a person goes to the right team on the right floor.
- Floor and department routingHousekeeping on floor 4 sees floor 4. Maintenance sees faults, graded by urgency.
- Acknowledge, then fixTwo clocks per request: how fast someone took it, and how fast it was done.
- Escalation you set onceAlerts repeat on the team tablet while Clefs is open, then go to the supervisor, the manager on duty and the GM, by email, SMS or WhatsApp, as set up for your hotel.
- The guest sees progressA status tracker on the guest's phone, with resolved or not resolved, and a reopen button.
When something goes wrong
Sensitive requests follow hard routes you set once: medical, fire, security and harassment reports are assigned at once to the people you name, and in an emergency the guest sees the local emergency numbers.
A guest's "not fixed" answer, or a complaint your staff log, opens a recovery case, and goodwill gestures are checked against what each role may give.
What the owner sees
First response, completion, reopened requests and missed deadlines by team, floor, shift, room type and language. The owner's morning brief lists the service risks, so one read covers the day.
Service Control guides
Four short guides go deeper on parts of the Guest Service Desk.
- AI concierge softwareWhat a concierge does, and what most hotels need instead.
- Guest request managementHow requests are recorded, routed and closed.
- Front desk automationWhat comes off the desk, and what stays with your staff.
- Multilingual guest messagingGuests ask in their language. Your team reads it in English.
Common questions
Where do requests come from?
The QR code in the room (voice or text), the in-room menu if you switch it on, calls to the front desk (logged on the phone-desk console in a few keystrokes), and staff who log a request themselves. They all land in the same queue. WhatsApp joins it once your WhatsApp is connected.
Which languages can guests use?
Guests can use English and seven more languages: Arabic, Chinese, French, German, Hindi, Russian and Urdu. Before go-live we test your assistant on your hotel's own answers. Requests reach your team translated into English.
What happens if nobody picks a request up?
The alert repeats on the team tablet while Clefs is open, until someone acknowledges it. If nobody acknowledges it in time, it escalates to the supervisor, then the manager on duty, then the GM, by WhatsApp, SMS or email, as set up for your hotel. If the fix runs late, the supervisor is told.
What about emergencies?
Some requests never wait in a queue. Medical, fire, gas, security and harassment reports are assigned at once to the people you name. In an emergency, the guest's screen also shows the local emergency numbers, which we set for your country before go-live.
Do staff need their own phones?
Floor staff don't: a shared device per floor or department works, with each person signing in to their shift with a PIN, and handover notes carry across shifts. Supervisors, the manager on duty and the GM get escalations on their own phones.
Related
See it on a short call.
We show you what your guests, your team and your owner would see, and answer your questions.