Maintenance speed has a direct impact on guest reviews.
The problem is not usually technician quality. It is triage, routing, and follow-up.
Start with 3 SLA tiers
Tier 1: Critical (0-15 min response)
- No hot water
- HVAC outage
- Safety or electrical hazards
Tier 2: Guest impact (0-60 min response)
- TV not working
- Plumbing leak
- Door/lock issues
Tier 3: Non-urgent (same day)
- Cosmetic issues
- Minor furniture or fixture requests
Operational rules that actually work
- Every request gets a category and priority at intake.
- Every room issue includes room number and contact context.
- Every technician closes requests with completion notes.
- Every unresolved Tier 1 issue escalates automatically.
KPI dashboard to review weekly
- Median response time by tier
- Median time-to-resolution by issue type
- Reopen rate (same issue within 7 days)
- Rooms with repeat incidents
Why digital intake improves SLA adherence
Paper logs and verbal relays hide delays.
Digital intake gives timestamped accountability and cleaner handoffs.
If you want an easy starting point, use Quick Maintenance and place QR codes in-room so requests route immediately.