REQUEST DISTRIBUTION
Where the work goes
Requests by department · selected creation cohort
GUEST EXPERIENCE /
Every request. One workspace.
Coordinate the team and keep guest requests moving.
Request inbox 0
Select a request to assign, update and review its history.
| Request / service | Guest / room | Department | Status | Assigned to | Created |
|---|
A traceable service workflow
Each status change, assignment and note stays with the request.
Built from service-design research
182 questionnaires reported in the 2024 thesis. Outcomes remain unvalidated.
SERVICE QUALITY
Completion & feedback
REQUEST VOLUME
Daily service demand
Read the denominator before the percentage.
Response time uses acknowledged requests. Resolution time and SLA use currently resolved requests. Reopen rate uses requests ever resolved. CSAT uses ratings on currently resolved requests. Empty cohorts show “—”. These are synthetic operations, not research results or measured business improvements.
PROBLEM → DISCOVERY → DELIVERY
A better way to handle
guest service requests.
A thesis-derived product case by Albina Urubkina, HSE University · Business Informatics, 2024.
Service designBusiness analysisProduct analytics01 / RESEARCH
Find the service gaps
The thesis reports 182 questionnaires, interviews and review analysis. Recurring themes include slow handoffs, lost requests and limited operational visibility.
Source: thesis pp. 14–20 and 24–26. Raw survey data and interview transcripts are unavailable.
02 / DESIGN
Make the work visible
CJM, Service Blueprint, AS-IS / TO-BE, FURPS+, UML and an ERD connect guest needs to service processes and system requirements.
English artifacts are reconstructions with explicit source and implementation labels.
03 / BUILD
One operational record
The original Telegram → Sheets → AppSheet prototype is rebuilt around a shared SQLite service, aiogram 3 bot and FastAPI staff workspace.
This web panel and its operational analytics are new 2026 developments.
04 / VALIDATE NEXT
Test the impact
Compare response and resolution time, overdue workload and service feedback in a controlled hotel pilot. A working demo does not prove operational savings.
No production rollout, revenue increase or service improvement is claimed.