Free tool · Hotel
Guest Complaints
Log every complaint the moment the guest makes it: time, room, channel, category and severity, in the guest's words. Walk through LEARN, write what was done and what it cost, resolve it against the target and call the guest back. The log gives the complaints per 100 occupied room nights, the share resolved within target, the median time to resolve, the cost of recovery, how many guests left satisfied, the rooms that complain twice and the Pareto of the categories, with a reply to the guest to copy and a summary for the handover.
Paste from Excel or CSV
One row per complaint, columns in this order: date, time, room, channel, category, severi
3 · Log
| ID | Logged | Room | Category | Severity | Status | Remove |
|---|
No complaints in the log yet. Add the first one above, paste from Excel, or .
4 · Recovery: LEARN, compensation, follow-up and reply
Pick a complaint in the log with Open, or log one above.
Reply to the guest
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- Dashboard · 1 minShi
f t PulseDamage, incomplete orders, late routes, safety, OEE, open actions and the handover in one picture, by day or week. Trend charts, flags for what is off, and a summary to copy or print.→ - Warehouse · OngoingDamage ControlLog damaged units by stage and cause. See the damage rate, DPMO and sigma level, the few causes behind most of it, and where to start.→
- Warehouse · OngoingIncompl
e te ControlLog orders that left without every item or parcel. See the incomplete rate, DPMO and sigma level, the causes behind most misses, and where they start.→ - Warehouse · OngoingDelay Anal
y zerLog planned and actual route times. See the on-time rate, how much delay starts at the dock and how much on the road, and the reasons and hours behind it.→ - Hotel · OngoingNight Audit LogLog the no-shows, declined cards, posting errors and open balances the night audit finds. See the exception rate, DPMO and sigma level, the causes behind most of them, and where in the stay they start.→
- Checklist · 5 minShi
f t HandoverNumbers, open issues with an owner and a time, heads-up and safety in one handover. Open issues carry over to the next shift by themselves.→ - Actions · WeeklyAction TrackerOne list for every countermeasure, finding and signal from the other tools: owner, due date, status and how it is verified. Overdue first, a weekly review in ten minutes, calendar and Excel export.→
- Dashboard · 10 minDaily BoardSafety, Quality, Delivery, Cost and People as five month calendars of green, amber and red days, filled from your logs. Open actions, carried handover issues and a ten-minute huddle agenda to read out or print.→
- Lean · 10 min5S AuditWalk one area and score each S from 0 to 4, in 5S, 6S or 8S, with checklists for warehouse, hotel and delivery station. A radar against the last walk, the trend and a league table by area, findings straight into actions and a red tag register.→
- Safety · OngoingSaf
e t y CrossEvery accident, near miss and unsafe condition on the green cross of the month, with days since the last accident, LTIFR, TRIR and the Bird pyramid. The cause to tackle first, open actions and a talk for today's briefing.→ - Hotel · OngoingLost & FoundThe register of found items from hand-in to return, police, charity or the bin, with a tag number, the safe and a photo for each. Keep-until dates, the items due for a decision, where most things are left, a reply to the guest and a tag label.→
- Hotel · OngoingRoom StatusThe live room board of the shift: every room by floor with its housekeeping code (VD, VC, VI, OCC, OD, DO, CO, OOO, OOS), DND, VIP and arrival flags and its attendant. It shows the next room to clean, the rooms ready for today's arrivals, the out-of-order share and the minutes from check-out to clean and from clean to inspected.→
- Print · 5 minPrint PackThe paper of the team board in one print, from what the tools hold in this browser: open actions by owner, the week's maintenance work list and 5S audits, a card per leader, the Safety Cross and Daily Board of the month, and the attendant and section sheets of a hotel.→