Real-time guest issue management and resolution

Hotel Service Management Software

In hospitality, how quickly and consistently you respond to guest issues defines your brand. Unifocus Service gives hotel teams a real-time, mobile-first platform to log, track, resolve, and analyze every guest request and internal task — no matter who receives it or where it comes from. 

From housekeeping alerts to front desk complaints to engineering work orders, Unifocus turns service recovery into a proactive, coordinated effort.

Service Operations

What we bring to the table

We know what it takes to run a hospitality business. We do a lot of the heavy lifting–so you don’t have to.
01 Simplify complexity

Forecast, schedule, and optimize across:

  • Multiple locations and rooms
  • Multiple revenue centers
  • Weather, seasonal shifts, and events
  • Compliance requirements
  • 15-minute increments, by job and sub-job
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02 All in one place

We bring together:

  • Real-time data and AI-powered business intelligence insights
  • Efficient workflows across multiple departments
  • Best in class tools for Managers, Team Members and Management
  • Integrations with HR, payroll and PMS systems
why-all-in-one-place
03 Go Mobile

From your phone and tablet:

  • Create Schedules, swap shifts and message team members
  • Clock in and out
  • Get paid and receive tips
  • Access workflows and assigned tasks
  • Give workplace feedback
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why-simplify-complexity
why-all-in-one-place
why-go-mobile

Capture Issues From Any Department — Instantly

Real-Time Guest Issue Logging and Routing

Frontline team members can log service issues, complaints, or requests directly into the Unifocus app — triggering automated routing based on type, location, and urgency.

Features: 

  • Log issues by category, location, or guest name 
  • Auto-route tickets to the right department (e.g., Maintenance, Housekeeping, F&B) 
  • Add notes, photos, and priority flags 
  • Mobile ticket creation and voice-to-text entry 

 

 

Real-time Guest Issue Logging

Never Let a Service Issue Fall Through the Cracks

Automated Escalation and SLA Management

Unifocus keeps teams accountable with automated escalation rules, response timers, and real-time visibility into resolution status. 

Capabilities: 

  • Set SLAs by issue type or guest tier
  • Auto-escalate overdue tasks to supervisors
  • Track time to acknowledge and resolve
  • Escalation logic by time, severity, or number of touches 

Automated Escalations

Connect the Dots Between Teams — No More Guesswork

Cross-Department Coordination and Communication

Unifocus connects Housekeeping, Front Office, Engineering, and beyond — so service requests are visible to the right people with the right context, every time. 

Integrations Include: 

  • Trigger work orders for Maintenance directly from service issues
  • Notify Housekeeping of missed cleanings or special guest needs
  • Connect with Surveys and PMS for issue trends and history
  • Feed Glitch data into guest profiles and brand reporting 

Cross Department Coordination

See What’s Open, What’s Late, and What Needs Help

Mobile Dashboards for Staff and Managers

Staff and supervisors have full visibility into open tasks and issues on their mobile devices, helping teams stay responsive and accountable. 

Mobile Views Include: 

  • Ticket status by team or category
  • SLA countdown timers and alerts
  • Escalated issues and reassignments
  • Daily summaries for shift handoffs 

Mobile Dashboard for Staff

Track Response Time, Issue Trends, and Team Follow-Through

Service Performance Analytics

Unifocus doesn’t just track what happened — it reveals how well your teams respond. Analyze trends by department, issue type, property, and guest feedback. 

Analytics Features: 

  • Resolution time by issue category and team
  • Recurring issues and first-touch resolution rates
  • Escalation volume and response effectiveness
  • Guest recovery impact on satisfaction scores 

Service Performance Analytics

Turn Negative Moments Into Loyalty Wins

Guest Feedback and Survey Integration

When connected with Unifocus Survey, Glitch issues can be tied to feedback outcomes — allowing you to validate service recovery, coach teams, and improve brand performance. 

Features: 

  • Correlate guest complaints to post-stay scores
  • Flag unresolved issues for leadership review
  • Integrate Glitch data into employee performance metrics
  • Use trends to shape training and policy decisions 

Guest Feedback

One Suite. Every Solution.

Build the Right Stack for Your Property or Portfolio

Whether you're managing a luxury resort, urban hotel, or multi-brand portfolio, Unifocus adapts to your needs. Start with one module or implement the full suite — and grow from there.

Contact Us

Frequently Asked Questions

What is Unifocus Guest Requests, and how does it improve guest satisfaction?
How does Unifocus improve response times for guest requests?
Can Unifocus support personalized guest services?
What kind of metrics can I track with Unifocus Guest Requests?
How does Unifocus Guest Requests integrate with branded mobile apps?
Does the platform reduce operational costs?
Is Unifocus scalable for large hotel chains?
How does Unifocus enhance workforce productivity?
Can Unifocus help identify operational inefficiencies?
What kind of support does Unifocus offer during setup?

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