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Hurdles

Hurdles are guest issues that require tracking and resolution. They’re ABRA’s single system of record for problem management.

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Why “Hurdles”?

We call issues “hurdles” because they’re obstacles between your guest and a great experience. Your job is to help guests clear these hurdles.

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Hurdle Lifecycle

┌──────────┐     ┌──────────┐     ┌──────────┐
│  LOGGED  │ ──► │  WORKING │ ──► │  CLOSED  │
│          │     │          │     │          │
│  Issue   │     │  Updates │     │  Resolved│
│  captured│     │  tracked │     │  outcome │
└──────────┘     └──────────┘     └──────────┘

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Key Features

  • Full History - Every update tracked
  • Department Assignment - Route to the right team
  • Temperature - Track urgency level
  • Compensation - Document service recovery
  • Tags - Categorize for reporting

Creating Hurdles

How to log a new hurdle

Tracking Resolution

Managing hurdles to closure