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 Task Management 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. In our streamlined workflow, a single Work Order is created to manage all related tasks. For example, if an air conditioner breaks down, a Work Order will automatically be generated for the maintenance team to replace a part, the property manager to inspect it, and the guest service agent to keep the guest updated—all within the same Work Order.
Dharma’s Task Management 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 issue is overlooked.
What sets it apart? A structured approach that keeps everything organized and actionable. Our Task Management System focuses entirely on Work Orders, enhancing tracking, accountability, and team coordination.
Work Orders capture every task that needs attention—whether it's fixing a broken air conditioner, handling a housekeeping request, or addressing a guest service need. Each request is logged, tracked, and resolved seamlessly.
This structured workflow ensures seamless coordination, clear accountability, and a smooth resolution process. Work Orders take a center stage, streamlining every step from creation to completion.
Here’s how it works:
With this system, Work Orders now do the job of both tracking and coordinating tasks—without extra steps or duplicate entries. Instead of creating sub-work orders, everything is managed through reassignments and real-time updates, keeping your operations streamlined and efficient.
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 Work Order automatically updates and is also closed. It’s a huge time-saver.”
2. Enhances Communication Across Teams: Transparent access to Work Orders 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 task Management System distributed tasks to the right team members, ensuring nothing was overlooked, and guest experiences weren’t disrupted.
3. Real-Time Updates & Notifications: The Task Management System generates instant notifications within the Operations Platform, keeping teams informed of new Work Orders assignments, comments on existing Work Orders, status changes, and completion.
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 Task Management 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 Task Management 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, the Work Orders keep track of every reassignment and update needed to resolve it,” she explains. “For example, a heating problem in a winter property once required coordination with an HVAC company and a property manager. Instead of creating separate tasks, each update in the Work Order documented progress—who was responsible, what was done, and what was next. This way, every step was tracked in one place until the issue was fully resolved. 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 have every detail and updates in one single Work Order, ensuring everything stays connected and organized. “It’s a game-changer for staying organized and making sure nothing is skipped over,” she adds.
This tool empowers users like Pamela to handle even the most complex operational challenges with confidence and ease, highlighting why Dharma’s Task Management System stands out as an essential solution for property management.
Your business deserves more than a basic maintenance tool. Dharma’s Task Management System goes beyond issue tracking, offering a complete solution to improve efficiency, enhance guest satisfaction, and empower your team.
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