Concierge Services
Manage guest service requests and special arrangements
Stats Overview
Four cards provide a quick summary of the current concierge workload and help you prioritize your response.
New Requests
The count of requests that have just been submitted and are awaiting initial acknowledgement. These should be reviewed and confirmed or assigned as quickly as possible to demonstrate responsiveness to guests.
In Progress
Requests currently being handled, including those with 'Confirmed' and 'In Progress' status. This tells you how many active tasks your concierge team is juggling simultaneously.
Completed
The total number of requests that have been successfully fulfilled. Track this over time to measure your team's service volume and efficiency.
High Priority
The combined count of requests marked as 'Urgent' or 'High' priority. These need immediate or prompt attention. If this number is greater than zero, check these requests first before handling routine ones.
Service Categories
Requests are organized into 7 categories, each with a distinct icon. Categories help staff route requests to the right team and set appropriate expectations for fulfillment time.
Transport (Car icon)
Covers all transportation needs: airport transfers, taxi bookings, car rentals, limousine service, and shuttle arrangements. Include pickup time, destination, number of passengers, and luggage details when creating these requests.
Dining (Utensils icon)
Restaurant reservations, dining recommendations, special dietary arrangements, private dining setups, and room service coordination. Note cuisine preferences, party size, budget, and any allergies or dietary restrictions.
Tours (Map icon)
Sightseeing tours, excursions, local attraction tickets, guided city tours, and adventure activities. Include preferred dates, group size, interests, mobility considerations, and budget range.
Spa (Heart icon)
Spa appointment bookings, wellness treatments, massage services, salon appointments, and fitness arrangements. Note preferred treatment type, duration, therapist gender preference, and any health conditions.
Business (Briefcase icon)
Meeting room reservations, printing and copying services, secretarial assistance, video conference setup, and business center access. Specify equipment needs, duration, number of attendees, and AV requirements.
Special (Gift icon)
Birthday celebrations, anniversary arrangements, honeymoon packages, surprise setups, flower deliveries, cake orders, and custom decorations. Include the occasion, preferred timing, budget, and any specific items or themes the guest has requested.
Errands (ShoppingBag icon)
Shopping assistance, pharmacy runs, gift purchasing, dry cleaning drop-off at external providers, and other miscellaneous tasks. Provide clear descriptions of what is needed, any brand preferences, and budget limits.
Priority Levels
Four priority levels help staff triage requests and allocate time appropriately. Always address higher-priority requests before lower ones.
Low Priority
Routine requests with no time pressure. Examples: general sightseeing recommendations, future dinner reservations with flexible timing, or non-urgent shopping requests. Handle these in normal workflow order.
Medium Priority
Standard requests with a reasonable turnaround expected. Examples: same-day restaurant reservation, next-day tour booking, or arranging a spa appointment. Complete within a few hours of receipt.
High Priority
Requests needing prompt attention, typically within the hour. Examples: same-day event arrangements, urgent transport needs within a few hours, or VIP guest requests. Assign immediately and provide status updates.
Urgent Priority
Requires immediate action — drop everything else. Examples: emergency medical transport, stranded guest needing pickup now, last-minute VIP arrangements, or time-critical event modifications. Respond within minutes and escalate to management if needed.
Status Workflow
Each request moves through a defined lifecycle. Staff advance the status as they work on fulfilling the guest's needs.
New
The request has just been submitted. Review the details, confirm feasibility, and acknowledge the request to the guest. Move to 'Confirmed' once you have verified that the request can be fulfilled.
Confirmed
The request has been reviewed and accepted. Any necessary bookings, reservations, or arrangements are being coordinated. The guest has been informed that their request is being handled.
In Progress
Active work is underway to fulfill the request. For example, the taxi is booked, the restaurant reservation is confirmed, or the birthday cake has been ordered. Move to 'Completed' once the service has been fully delivered.
Completed
The request has been fully fulfilled. The guest has received the service or arrangement. This is the successful terminal state. Record any relevant notes about the outcome for future reference.
Cancelled
The request was cancelled — either by the guest or because it could not be fulfilled. This can happen at any stage. Always record the cancellation reason for tracking purposes and inform the guest with any alternatives if applicable.
Request Cards
Requests are displayed in a grid layout of cards, giving you a visual overview of all active and recent requests.
Card Header
Each card shows the request title (e.g. 'Airport Transfer to JFK') and the unique request number. The priority badge is prominently displayed with color coding: green for low, amber for medium, orange for high, and red for urgent.
Description Preview
A two-line preview of the request description is shown on the card. This gives you enough context to understand the request without opening the full detail view. Longer descriptions are truncated with an ellipsis.
Guest & Room Info
The guest's name and a room number badge are displayed on each card, allowing you to quickly identify who made the request and locate them if needed for clarification.
Status & Schedule
The current status badge and scheduled date/time (if set) appear at the bottom of the card. The scheduled time indicates when the service is expected to be delivered or when the arrangement is due.
Click to Open Detail
Click anywhere on a request card to open the full detail modal where you can view all information, update the status, add notes, or cancel the request.
Detail Modal
The detail modal provides the complete request information and action controls for managing the request lifecycle.
Full Request Information
The modal displays the guest name, room number, service category, priority level, assigned staff member, estimated cost in INR, the complete description, and any additional notes. Review all details carefully before taking action.
Advance Status
Action buttons allow you to move the request to the next logical status (e.g. from 'New' to 'Confirmed', or from 'In Progress' to 'Completed'). Each transition is logged in the activity trail for accountability.
Cancel Request
A cancel button is available at any stage to terminate the request. Use this when a guest withdraws their request or when the service cannot be provided. Always communicate the cancellation to the guest with a reason and offer alternatives when possible.
Filtering
Use filters to focus on the requests most relevant to your current task or responsibility.
Text Search
Search across request titles, guest names, and room numbers. Start typing to filter the cards in real time. Useful when a guest calls to follow up on a specific request.
Category Filter
Filter by service category (Transport, Dining, Tours, Spa, Business, Special, Errands) to see only requests in your area of responsibility. For example, the transport coordinator can filter to see only transport-related requests.
Status Filter
Filter by status to focus on requests at a specific stage. Filter by 'New' to see requests awaiting initial response, 'In Progress' to track active work, or 'Completed' to review fulfilled requests.