Guest Escalation System

Guest requests with SLA, runner PWA, and automatic escalation

A guest service system that logs in-house and visitor requests, pushes tasks to runners on a PWA, and escalates to the supervisor when the SLA is missed.

Guest Escalation System keeps guest requests moving until someone owns the outcome.

Operators log in-house room requests or visitor requests, assign a department and runner, and set an SLA from the task catalog. The runner receives the job on the GES Mobile PWA, then can start, complete, reject, or ask for extra time. If the deadline passes, the task automatically escalates from runner to department head, then to EAM according to the escalation topology. Telegram alerts, live monitoring, and reports keep Front Office and operations accountable for guest response time.