Imagine a guest reporting a leaking faucet or a TV not working properly during their stay. Right now, their options are mostly limited to calling or sending an email to the reception or property manager. Both require staff to manually handle the request, whether by answering the call or processing the email. From there, the issue must be logged and followed up on, a process that is often manual, time-consuming, and prone to human error.
Without a streamlined system, there’s a lack of transparency and accountability, and no efficient way to track staff performance or optimize processes. The result? The issue gets lost in emails, no one follows up because it wasn’t properly tracked, and soon, a negative review appears.
For hospitality businesses, such scenarios are all too common. Efficiently managing maintenance and service requests can make all the difference between a glowing review and a disappointed guest.
Dharma’s Operations Platform (OPS) includes a Ticketing System specifically designed to meet the unique demands of the hospitality industry. It ensures every issue is tracked, assigned, and resolved promptly, creating an organized and efficient workflow for your team.
Unlike traditional maintenance tracking, our system goes beyond logging issues. It seamlessly integrates Tickets and Work Orders within Task Management, ensuring that every problem is addressed efficiently from start to finish.
Dharma’s Ticketing System is designed to fit seamlessly into your operations, whether you're managing a vacation rental business, corporate housing, or a hotel. By simplifying how issues are reported, tasks are assigned, and resolutions are tracked, the system ensures no task is overlooked.
What sets it apart? A structured approach that keeps everything organized and actionable. The system distinguishes between Tickets and Work Orders to improve tracking capabilities, accountability, and team coordination.
This structured workflow ensures seamless coordination. Tickets provide visibility and accountability, while Work Orders distribute tasks efficiently, allowing multiple team members to work in parallel without confusion.
Additionally, the system integrates seamlessly with your existing PMS, enabling you to optimize workflows without disruption. When a service request comes in, it’s instantly prioritized, assigned, and tracked, so you always know its status, whether it’s in progress or resolved.
1. Streamlines Maintenance Requests: Every issue, from a leaky faucet to a broken appliance, is logged and assigned in seconds. This reduces response times and avoids unnecessary guest complaints.
For instance, Pamela, a Guest Service agent, shared how the system ensures every issue is documented and prioritized: “I love how in the Task Management system I can create Work Orders for specific tasks. If a property manager needs to confirm anything before we can resolve an issue, I can assign it directly to them. When the task is completed and closed, the Ticket automatically updates and is also closed. It’s a huge time-saver.”
2. Enhances Communication Across Teams: Transparent access to Tickets and Work Order progress ensures that all departments stay aligned. With everyone able to track updates and next steps, coordination becomes seamless, eliminating delays and ensuring a smooth guest experience.
During a busy holiday weekend, multiple minor issues were reported simultaneously. The Ticketing System distributed tasks to the right team members, ensuring nothing was overlooked, and guest experiences weren’t disrupted.
3. Real-Time Updates & Notifications: The Ticketing System generates instant notifications within the Operations Platform, keeping teams informed of new assignments, comments on existing Work Orders and Tickets, status changes, and completed tasks.
4. Data-Driven Decision-Making: The system tracks issues and also provides valuable insights. You can analyze trends and identify recurring problems to proactively address them, saving time and money.
For example, a property owner noticed repeated plumbing issues in specific units. Using the Ticketing System’s analytics, they identified the root cause and scheduled preventative maintenance, avoiding future disruptions.
5. Boosts Guest Satisfaction: Quick resolutions directly impact guest experiences. Whether it’s fixing a weak Wi-Fi connection or replacing a broken coffee maker, the system ensures issues are resolved swiftly.
Pamela recalls a time when a guest reported an internet outage. “The system flagged it as high priority and notified the tech team immediately. They fixed it within hours, and the guest even mentioned the speedy response in their review.” Moments like these turn potential complaints into opportunities for positive feedback.
6. Saves Time and Reduces Operational Costs: Automation minimizes manual work and ensures tasks don’t fall through the cracks. From follow-ups to task closures, the system handles it all efficiently.
During peak season, the system’s automated reminders helped a team manage over 50 maintenance requests per week without missing a single one. This streamlined approach saved time and kept operational costs in check.
Pamela’s experience illustrates how Dharma’s Ticketing System delivers tangible results in real-world scenarios. As a Guest Services agent, Pamela relies on the system daily to keep operations running smoothly.
“When a complex issue requires multiple steps, I can create additional Work Orders as needed,” she explains. “For example, a heating problem in a winter property once required coordination with an HVAC company and a property manager. Each task was tracked separately, and when everything was resolved, the system automatically closed the main Ticket. That level of organization is invaluable.”
The flexibility to manage multistep resolutions ensures every detail is covered, even during peak seasons. Whether it’s a plumbing issue requiring multiple contractors or a property-wide Wi-Fi upgrade involving IT and property managers, every detail is logged, tracked, and resolved efficiently.
Pamela’s favorite feature? The ability to automatically link Work Orders to the main Ticket, ensuring everything stays connected and organized. “It’s a game-changer for staying organized and making sure nothing is skipped over,” she adds.
These tools empower users like Pamela to handle even the most complex operational challenges with confidence and ease, highlighting why Dharma’s Ticketing System stands out as an essential solution for property management.
Your business deserves more than a basic maintenance tool. Dharma’s Ticketing System and Task Management goes beyond issue tracking, offering a complete solution to improve efficiency, enhance guest satisfaction, and empower your team.
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