Work orders that create themselves, assign themselves and get done
A guest calls about the shower. A housekeeper spots a broken lamp. The desk takes a complaint at 2 AM. Each one becomes a work order with a room, an owner, a clock and a record, and lands on the phone of the person who will fix it. No radio, no sticky note.
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Every request becomes a work order somebody owns.
From the call, the desk, the tablet or chat, into one queue: filed with a room and an urgency, assigned to the right person on shift, timed while it is worked, and kept on record when it is done.
Work orders from every way a request arrives.
Requests reach a hotel by phone, at the desk, on the floor and in chat. Lance turns each one into the same kind of ticket: a type, a room, a category, an urgency and a description, in one queue everyone works from.
The voice agent files housekeeping and maintenance requests while the guest is on the line. It reads the request back, waits for a yes, then files it with the room number and a link to the call.
Staff file and update tickets from the desk, the tablet on the cart and the phone in their pocket. Photos attach from the camera. Tickets filed without signal sync when it returns.
Tell Lance in chat that the shower in 412 is dripping and it files the maintenance ticket, with the category inferred from the words.
- Shower not drainingRoom 1104 · Maintenance · From a callAssigned08:12
- Extra towels, two bathRoom 412 · Housekeeping · From the tabletIn progress08:20
- AC not coolingRoom 905 · Maintenance · From the dashboardPaused07:48
- Crib and rollawayRoom 318 · Housekeeping · From chatDone07:31
Assigned to the right person, automatically.
No dispatcher in the loop. Auto-assign reads your rules, checks who is actually on shift from the labor schedule, weighs how much open work each person already has, and hands the ticket to the one who can finish it soonest.
Route by request type, urgency, source or category to a role or to named people. Maintenance to engineering, towels to the floor attendants, complaints to a manager.
Only people on shift today are considered, with enough time left to finish. The lightest load wins, and ties go round-robin so work spreads fairly across the shift.
If nobody can take a ticket it stays visible as pending, is retried every five minutes, and every decision, including a skip, is logged with the reason.
Shower not draining · Room 1104 · Maintenance · Urgent
- Luis M.On shift until 3:30 pm25 min openAssigned
- Priya S.On shift until 11:00 am70 min openNext
- Tom B.Off todaySkipped
Lightest load on shift wins. The decision and the reason are logged.
Everyone who should know, knows.
Notifications go by what a person is allowed to do, not by their title. A new maintenance ticket pings everyone who handles maintenance, a complaint pings the people who can assign it, and once a ticket is assigned only the assignee is pinged.
Housekeeping, maintenance and complaint tickets reach exactly the staff whose permissions include that kind of work, whether that comes from a built-in role, a custom role or a per-person override.
Pings arrive as push notifications on the staff phone and the tablet, with a link into the pad, so nobody has to keep a screen open to find out.
Switch on a work-order email per hotel and every new ticket also lands in a shared inbox. Assignment rules can copy a manager by email as well.
- Maintenance ticketEveryone who handles maintenance
- Housekeeping ticketEveryone who handles housekeeping+3
- ComplaintAnyone who can assign
- Once assignedThe assignee only
Push to the phone. Email too, if your hotel turns it on.
Start, stop, done. Timed, even offline.
A ticket on the phone has one Start and one Stop. Start puts a clock on it. Stop asks why: paused, waiting on a part, blocked. Done closes it with a note and a photo. The clock counts worked time, not wall-clock time.
Two people on one job each run their own clock, and the ticket shows the total. Time banks to the ticket whether it was started from the phone or the dashboard.
Paused and blocked time is not counted, and a pause with a note shows up in the ticket's history so the next person knows why it stopped.
Taps are timestamped on the phone the moment they happen, so a job started in a basement with no signal is recorded correctly when the phone reconnects.
AC not cooling
- 09:02StartLuis M.
- 09:40PausedWaiting on a part
- 10:20ResumedLuis M.
- 10:51Done1 photo
Paused time is not counted. Taps are stamped on the phone, so a basement with no signal still times correctly.
Complaints reach a manager, with a way to call back.
A complaint is not a to-do. Lance files it as its own kind of ticket, never asks an upset guest for a room number, keeps the number to call them back, and pings the people who can assign it.
When a guest complains on the phone, the voice agent takes it down, confirms the callback number and passes it to a manager. No transfer, no hold music.
Noise, cleanliness, service, billing, facilities, food and beverage, room condition, safety, other. The same nine everywhere a complaint is filed, from the voice agent to the tablet.
Before a complaint is marked done, the manager records what was done, how the guest felt and any compensation, so the follow-up is on the record.
Noise from the room next door, could not sleep
- Category
- Noise
- Callback
- (415) 555-0132
- Room
- Not asked
- Guest mood
- Frustrated
Before it can be marked done
Resolve complaint: what was done, how the guest felt, any compensation.
A record you can stand behind.
Opened, assigned, started, paused, done. Every change to a ticket is written to an append-only history with who made it and when, alongside comments, photos and the call it came from.
History is recorded at the database layer, so a status change from the phone, the dashboard, chat or the voice agent is logged the same way, every time.
Photos from the camera and a comment thread live on the ticket, visible to everyone who can see it, on every device.
A ticket filed by the voice agent carries a link to the call log. A guest who calls back can ask how their request is going and get a real answer.
- 08:12OpenedVoice Agent · from a guest call
- 08:12Assigned to Luis M.Auto-assign · rule: Maintenance
- 08:31StartedLuis M.
- 08:44PausedWaiting on a part
- 10:26DoneLuis M. · 1 photo · 34 min worked
Built for the problems an operations manager actually has.
Not another ticketing tool. Lance is built around the requests that cost hotels the most: the ones written down and lost, the ones nobody owns, and the ones nobody can prove were done.
Requests written on paper and lost
A towel request on a sticky note, a leak called over the radio. Every request becomes a ticket with a room, a type and an urgency the moment it is made, from the call, the desk, the tablet or chat.
Nobody knows who owns it
Three people heard about it and nobody picked it up. Auto-assign gives each ticket an owner who is on shift, and pings only the people who need to act.
No record of when it was done
The guest says it was never fixed, the team says it was. The ticket shows who started it, when, how long it took, with a photo and a note.
The same issue raised three times
A guest calls back and the desk files a duplicate. With Lance, the agent can look up the open request for the room and tell the guest where it stands instead of starting over.
How it works
From request to done, with a record.
- 01
A request comes in
A guest call, a note at the desk, a tap on the tablet, a sentence to Lance in chat.
- 02
The ticket is filed
Type, room, category and urgency are set. The voice agent reads it back to the guest first. The ticket joins one queue.
- 03
Owner and pings
Auto-assign picks the person on shift with the lightest load, and everyone whose job it is gets a push.
- 04
Worked, timed, done
Start, stop, done on the phone, with photos and notes. The history stays on the ticket.
Under the hood
Built for the back of house, not adapted to it.
Every piece is tuned for how hotel work actually happens: a phone in a pocket, a basement with no signal, three people on one job, and a manager who needs to know what happened.
Sources
Call, desk, tablet, chat
The voice agent with read-back before filing, the dashboard, the tablet and phone app with an offline outbox, and Lance chat. One queue, one ticket shape.
Assignment
Rules, shift, load
Your routing rules by type, urgency, source and category. Candidates come from today's labor schedule, ranked by open work plus a learned estimate of this job, round-robin on ties. Pending tickets retry every five minutes.
Notifications
By capability
Maintenance, housekeeping and complaint tickets fan out to the staff whose permissions include that work. Assigned tickets ping the assignee only. Push to phones, and an email per hotel if you want one.
Timing
Per person, per ticket
Start, pause, resume, block, stop. Worked time, not wall-clock. Taps are stamped on the device and survive a lost connection. Totals roll up across everyone on the job.
Record
Every change logged
An append-only history written at the database layer, comments, photos, who completed it, and the call it came from. Tickets raised from a preventive-maintenance checklist keep a link to the step.
Security
SOC 2 audited
Per-hotel isolation at the data layer, so staff see only their own property. Tablets are bound to one hotel and staff sign in with a PIN.
Security“Fewer missed calls, faster room turns, and a front desk that finally has time for guests.”
FAQ
Questions hotels ask before they switch it on.
A guest call answered by the voice agent, the dashboard, the tablet on the cart, the staff phone app, and a sentence typed to Lance in chat. They all land in one queue with the same fields: type, room, category, urgency, description and photos.
It follows the rules you set, by request type, urgency, source and category, to a role or to named people. Then it looks at today's labor schedule for who is on shift with time left and picks the person with the least open work. Ties go round-robin. Every decision, including a skip, is logged with the reason.
The ticket stays in the queue marked pending and visible to managers. Lance retries it every five minutes, so when someone clocks in or a schedule is uploaded it is picked up without anyone re-filing it. A manager can assign it by hand at any time.
Yes. The staff app runs in the staff member's language, and a ticket's description is machine-translated on the device, with the original kept underneath so anyone can check it.
Yes. Start and stop taps are timestamped on the phone when they happen and synced when the connection returns, so a job in a basement or a stairwell is recorded with the real times, not the time the phone reconnected.
No. Task Management is Lance's own work-order system. Tickets, assignment, notifications, timing and history all run without a PMS connection.
See a request become a ticket.
Book a demo and watch a call, a tablet tap and a chat message land in one queue, get assigned, and get done on a phone.