Maintenance
Priorities and alerts
How ChatBeds sets a ticket's priority and category, and who is told at each step.
Priorities
Every ticket has a priority: Urgent, High, Normal or Low.
When a problem is reported in WhatsApp, or on the desk with Priority: guess, ChatBeds sets it from the words:
- Urgent for leaks, floods, fire, smoke, sparks, gas, electric shocks, or the words "urgent" or "emergency";
- Normal for everything else.
On the desk, you can choose the priority yourself when you report a problem. If a second report of the same problem is more urgent, the ticket becomes urgent.
Open tickets are listed most urgent first, then the oldest.
Categories
ChatBeds also sorts each ticket into a category from the words used:
| Category | Words like |
|---|---|
| Air conditioning / heating | AC, heater, heating, fan, thermostat |
| Appliance | TV, fridge, minibar, kettle, hair dryer, iron, safe, phone, Wi-Fi |
| Electrical | light, bulb, lamp, socket, switch, fuse, power |
| Plumbing | leak, tap, toilet, shower, sink, pipe, water heater, hot water |
| Doors and locks | door, lock, key card, window, handle |
| Furniture | bed, chair, table, wardrobe, curtains, mirror, mattress |
| Building | wall, ceiling, floor, carpet, tiles, paint, stain, damp |
| Other | anything else |
"AC leaking" is air conditioning, not plumbing.
Who is told
| When | Who is told |
|---|---|
| A ticket is opened | The maintenance team on duty (everyone on the team if nobody is on duty), and the GM |
| A ticket is given to someone | That person |
| A ticket is fixed | The GM and whoever reported it |
| A room is blocked | The GM and the front desk manager |
| A blocked room is fixed | The housekeepers on duty (the room needs cleaning) |
Urgent tickets are sent as critical alerts. Critical alerts reach people even during your hotel's quiet hours.
CBYour hotel on WhatsApp · Noah, maintenance technician
MT-1047 is yours: Room 305: AC leaking (urgent). Send done MT-1047 when fixed.
Getting the right alerts
- Clock in. "On duty" means clocked in. The maintenance team sends
clock inat the start of a shift andclock outat the end. - Choose an alert level. Each person can get all alerts, high and critical, critical only, or none. Set it on the Staff page.
- Quiet hours. During your hotel's quiet hours, only critical alerts are sent.
See Alerts and shifts and Staff and shifts.
Keeping an eye on tickets
| Send | Who can use it | What you get |
|---|---|---|
tickets | Maintenance team, GM, owner, front desk manager, housekeeping supervisor | Open tickets. For the team: their own first, then nobody's |
MT-1047 | Anyone | One ticket and its status |
briefing ops | Owner, GM, supervisors, maintenance lead | The operations briefing |
CBYour hotel on WhatsApp · Olivia, general manager
tickets
Open tickets (2):
1. MT-1047 Room 305: AC leaking (air conditioning / heating, urgent, being fixed, for Noah Clark)
2. MT-1052 Room 204: shower not draining (plumbing)
Reply
take MT-… or done MT-….Still need help?