Commitments
Front-desk promises with active SLAs. Guests are waiting.
Active promises
4
across all agents
Overdue
2
needs immediate action
Fulfilled today
22
closed promises
Avg fulfillment
18 min
time to close
Active promises
4 openOverdue
(2)P1·J. Rivera·Tom Garcia
Rm 225
overdue
"AC repair complete by 2:00pm"
over 56 years ago
P2·Front Desk·Karen White
Rm 611
overdue
"Confirm 2pm late checkout"
over 56 years ago
On track
(2)P3·Housekeeping·Sarah Chen
Rm 204
open
"Extra pillows delivered"
over 56 years ago
P4·GM Office·Robert Kim
Rm 301
open
"GM apology call"
over 56 years ago
Promise categories
Room Service— towels, cleaning, repairs35%
Communication— callbacks, emails22%
Arrangements— restaurant, spa, transport18%
Financial— rate adjustments, credits15%
Checkout— late checkout, luggage, folio10%