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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.

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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

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Step-by-Step Guide

1

Navigate to the Guest Profile

Find the guest by searching their name or room number. Open their profile to access the Hurdles section.
2

Click the Add Button

In the Hurdles section, click the + button to open the hurdle form.
3

Select the Department

Choose which department the issue relates to:
If you select “Other,” you’ll need to specify the department name manually.
4

Select the Reservation

Choose which reservation this hurdle applies to. The system defaults to the current in-house reservation if one exists.
5

Add Relevant Tags

Select one or more tags to categorize the issue. Tags are specific to each department and help with reporting.
Tags are customized for your property. If you’re selecting “Other” as the department, you can enter custom tags.
6

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
Keep descriptions factual and professional. This information may be reviewed by management and used in reports.
7

Set the Temperature

Use the temperature scale to indicate guest sentiment:
The temperature helps prioritize issues. A higher temperature means the guest needs more immediate attention.
8

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.
9

Record Compensation (Optional)

If you provided any compensation (comped meal, room discount, etc.), enter the dollar amount. This helps track service recovery costs.
10

Submit the Hurdle

Click Submit to save the hurdle. All team members at your property will receive an email notification with the details.

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What Happens Next

When you submit a hurdle:
  1. Email Notification - All staff members receive an email with the hurdle details
  2. Guest Timeline - The hurdle appears on the guest’s profile for reference
  3. Open Status - The hurdle starts as “Open” and tracks all updates until resolved
  4. Reporting - The hurdle contributes to department and property reports

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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.

Tracking Resolution

How to update and close hurdles

Compensations

Recording service recovery