Creating Hurdles
Log hurdles immediately when issues occur to ensure proper tracking and resolution. Your entire team receives a notification when a hurdle is created.
When to Log a Hurdle
Log a hurdle whenever:- A guest reports a problem
- You observe an issue affecting a guest
- Something goes wrong with service delivery
- A guest expresses dissatisfaction
Step-by-Step Guide
Navigate to the Guest Profile
Find the guest by searching their name or room number. Open their profile to access the Hurdles section.
Select the Department
Choose which department the issue relates to:
| Department | Examples |
|---|---|
| Food & Beverage | Wrong order, slow service, quality issues |
| Housekeeping | Room not clean, missing amenities, noise |
| Front Office | Check-in issues, billing, room assignment |
| Recreation | Pool, spa, gym, activities problems |
| Maintenance | Broken items, HVAC, plumbing, electrical |
| Other | Issues that don’t fit other categories |
If you select “Other,” you’ll need to specify the department name manually.
Select the Reservation
Choose which reservation this hurdle applies to. The system defaults to the current in-house reservation if one exists.
Add Relevant Tags
Select one or more tags to categorize the issue. Tags are specific to each department and help with reporting.
Describe What Happened
Write a clear description of the issue. Be specific about:
- What the guest reported or what you observed
- When it occurred
- Any relevant details
Set the Temperature
Use the temperature scale to indicate guest sentiment:
| Rating | Meaning |
|---|---|
| 1-3 | All good - Minor issue, guest not upset |
| 4-6 | Moderate - Guest is inconvenienced |
| 7-10 | Very upset - Significant dissatisfaction |
Document Action Taken
Describe what you did to address the issue. Even if you’re escalating to another department, note what initial steps you took.
Record Compensation (Optional)
If you provided any compensation (comped meal, room discount, etc.), enter the dollar amount. This helps track service recovery costs.
What Happens Next
When you submit a hurdle:- Email Notification - All staff members receive an email with the hurdle details
- Guest Timeline - The hurdle appears on the guest’s profile for reference
- Open Status - The hurdle starts as “Open” and tracks all updates until resolved
- Reporting - The hurdle contributes to department and property reports
Best Practices
Log Immediately
Don’t wait until the end of your shift. Capture details while they’re fresh.
Be Specific
Include room number, time, and exactly what happened. Vague entries don’t help.
Right Department
Route to the correct team so the right people are notified.
Accurate Temperature
Be honest about guest sentiment. This helps prioritize response.