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Tracking Resolution

Keep hurdles updated as you work toward resolution so the whole team stays informed.

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Adding Updates

Add updates to document your progress on resolving a hurdle. Each update creates a timestamped record of what actions you’ve taken.
1

Open the hurdle

Click on a hurdle from the Hurdle List to view its details.
2

Add an update

In the Hurdle Updates section, click Add New.
3

Describe what you did

Write a brief summary of the action taken or progress made. Be specific enough that a colleague could pick up where you left off.
4

Submit

Click Submit to save your update. It will appear in the update history with your name and timestamp.
Add updates as you work, not just when you’re done. This helps managers see that issues are being actively addressed.

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Editing Updates

If you need to correct an update you’ve added:
  1. Find your update in the Hurdle Updates section
  2. Click the pencil icon next to your update
  3. Make your changes and submit
You can only edit updates that you created. Managers can edit any update.

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Viewing Open Hurdles

Use filters to focus on hurdles that need attention.
1

Go to Hurdles

Navigate to the Hurdle List tab.
2

Filter by status

In the filter area, select Open under Hurdle Status to see only unresolved issues.
3

Combine with reservation filters

Filter by reservation status to prioritize:
  • In-House - Guests currently staying (address immediately)
  • Arrivals - Guests arriving today
  • Departures - Guests leaving today (last chance to resolve)
Filter by In-House + Open to see your most urgent hurdles: current guests with unresolved issues.

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Closing Hurdles

When a hurdle is fully resolved, close it to mark it complete.
1

Open the hurdle

Click on the hurdle you want to close.
2

Click Mark As Resolved

At the bottom of the Hurdle Info section, click Mark As Resolved.
3

Confirm compensation

A dialog appears asking you to confirm the final compensation amount. Enter the dollar value provided to the guest (or 0 if none), then click Submit.
Once closed, the hurdle will show who closed it and when. Make sure you’ve added any final updates before closing.

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What Happens When You Close

  • Status changes from Open to Closed
  • The “Closed By” field shows your name
  • The hurdle appears in closed hurdle reports
  • Compensation amount is finalized for reporting

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Reopening Hurdles

If an issue resurfaces or wasn’t fully resolved, you can reopen a closed hurdle.
1

Open the closed hurdle

Find the hurdle in your list (you may need to filter by Closed status).
2

Click Reopen Hurdle

The button that previously said “Mark As Resolved” now says Reopen Hurdle. Click it.
3

Add an update explaining why

Add a new update explaining what happened and why the hurdle needs more attention.

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Adding Comments

Comments are for team discussion about a hurdle, separate from formal updates.
  1. Scroll to the Hurdle Comments section on the right
  2. Type your message in the text box
  3. Click the send button
Your comment appears in a chat-style thread.
Use comments for quick questions or coordination. Use updates for documenting actual actions taken.

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Editing Hurdle Details

You can update any hurdle information as the situation evolves.
1

Open the hurdle

Click on the hurdle to view its details.
2

Click the edit icon

Click the pencil icon in the top-right of the Hurdle Info section.
3

Update the fields

Change any fields as needed:
  • Tags - Add or remove category tags
  • Temperature - Adjust urgency if the situation has changed
  • Action Taken - Update the resolution approach
  • Department - Reassign if needed
4

Save changes

Click Submit to save your changes.

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Updating Compensation

If the compensation amount changes after initial entry:
  1. Click the pencil icon next to Compensation Provided
  2. Enter the new amount
  3. Submit the change
This updates the compensation without needing to edit the full hurdle form.

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Best Practices

Update Frequently

Add updates as you work, not just at the end. This shows active progress.

Be Specific

Write what action you took, not just “working on it.” Include names, times, and outcomes.

Close Promptly

Close hurdles as soon as they’re resolved. Open hurdles show up in daily reports.

Document Compensation

Always record compensation accurately, even if it’s $0. This data feeds into reports.