Hotel SLA Management and Escalation Tools
Never Let a Service Issue Go Unresolved
In hospitality, response time matters just as much as resolution. With Unifocus, service issues don’t just get logged — they get tracked, escalated, and closed within the service standards your property sets.
Whether it’s a delayed room delivery or an urgent maintenance request, Unifocus tracks every second from issue to resolution, keeps teams accountable to SLAs, and escalates overdue tasks before they impact the guest experience.
Set the Right Expectations for Every Type of Request
Configurable SLA Timers by Issue Type
Not every service issue requires the same urgency. With Unifocus, you can configure response and resolution targets by category, location, or guest level.
SLA Options Include:
- Time to acknowledge
- Time to resolve
- Varying SLAs by issue category (e.g., maintenance vs. F&B)
- Priority-based targets (e.g., VIP guests or urgent requests)
Use Cases:
- Respond to VIP guest complaints within 5 minutes
- Resolve HVAC requests in under 30 minutes
- Track progress on guest-requested amenities during events
Make Every Team Aware of What’s Coming Due
Real-Time Countdown Timers and Alerts
Unifocus keeps teams on task with live SLA timers, mobile push notifications, and color-coded urgency indicators.
Features:
- Visible countdowns on active tickets
- Mobile and desktop alerts as SLAs approach
- Auto-prioritization of tasks by SLA urgency
- Alerts grouped by team, shift, or property
Impact:
- No more forgotten tickets. Teams stay focused, and supervisors know exactly what’s at risk.
Push Unresolved Issues Up the Chain — Automatically
Automated Escalation Logic
When SLAs are missed or issues remain unacknowledged, Unifocus automatically routes them to the next level of responsibility.
Escalation Triggers Include:
- Missed acknowledgement window
- Resolution time exceeded
- Multiple touches without closure
- Assigned staff unavailable or off-shift
Escalation Paths Can Include:
- Department supervisor
- Assistant manager or MOD
- Property GM or regional ops
- Alternate department for rerouting
Track Team Performance at a Glance
Supervisor Dashboards and SLA Heatmaps
Supervisors have access to real-time views of issue status, SLA progress, and overdue tasks — with the ability to intervene immediately.
Dashboard Views Include:
- SLA compliance rates by team, category, or shift
- Overdue and escalated issues
- In-progress task distribution
- Resolution pacing vs. property standards
Why It Matters:
Keeps leaders proactive, not reactive — especially across multiple teams or properties.
Turn Performance Data Into Actionable Change
SLA Compliance Reporting and Insights
Unifocus gives you the tools to measure and improve service responsiveness across teams, shifts, and even locations.
Reporting Metrics:
- SLA compliance % by issue type
- Average time to acknowledge and resolve
- Most frequently escalated issue types or departments
- Repeat violations by team or individual
Use Cases:
- Set realistic SLAs based on performance data
- Train teams based on compliance trends
- Justify operational changes or staffing adjustments
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