From Request to Delivery: How to Improve Service Management with a More Visual and Efficient Workflow

More and more properties are offering guests a wider range of digital services during their stay: room service, take away, rentals, amenities, experiences or additional products.

This evolution responds to a new reality: guests expect to access more services quickly and easily from their mobile devices, with the same convenience they experience when managing any other aspect of their daily lives.

However, expanding the range of digital services creates an important challenge for internal teams: how can they handle this volume of requests without overwhelming operations or increasing the risk of errors?

An excellent digital experience does not end when the guest clicks the “order” button. In fact, this is where the real challenge begins: coordinating departments, managing preparation times and ensuring that every request reaches the guest seamlessly.

The missing link: when the challenge is not the sale, but the management

Traditionally, the management of orders and services has relied on different channels: phone calls, internal messages, paper-based workflows or independent systems.

As the number of available services increases, this approach can create additional complexity:

• Lack of visibility over the status of each request.

• Difficulty coordinating teams.

• Greater risk of errors or delays.

• More time spent on follow-up tasks.

To solve this, the restaurant industry identified the key some time ago through KDS (Kitchen Display System) solutions, where orders move through different visual stages until completion.

At Uplaan, we asked ourselves a question: why limit this highly efficient visual workflow only to the kitchen when a resort operates across multiple departments?

A new screen to manage every request from a single place

With this in mind, we have developed a new functionality with a centralised view that provides complete control: a board-style interface specifically designed to make the operational management of any request more visual and intuitive.

This tool works based on a drag & drop philosophy. Teams can see the complete workflow of every order at a glance, within a single environment, and update the status of any request simply by dragging it from one column to another.

The system automatically synchronises and updates the status, both in the App and the Backoffice. In addition, whenever an order status is updated, the guest receives a notification.

The objective is simple: ensuring that teams always have a clear view of what is pending, what is in progress and what has already been completed.

Real flexibility: a tool that adapts to each sales channel

One of the main advantages of this new functionality is that it is not limited exclusively to food and beverage orders. Uplaan’s board is fully adaptable, allowing teams to filter and customise visual columns according to the sales channel or type of request.

Each department works with its own specific workflow and the different stages involved in daily operations. For example:

• In the Room Service or Take Away channel, the operational flow is organised into clear stages: Order received, In preparation and Order delivered.

• In the bike rental channel, the board completely adapts to its own lifecycle: Request received, Bike delivered and Bike returned.

• For amenities management, the stages are tailored to exactly what the housekeeping team needs to monitor, ensuring that no task is overlooked.

This level of customisation allows each department to work with a workflow adapted to its needs while maintaining centralised management.

Greater operational efficiency for teams

The introduction of this new screen responds to a key need: making daily team operations easier.

When a guest submits a request through the app or web app, the information reaches the platform directly, and each team can manage it from the relevant board.

This allows teams to:

• Reduce response times.

• Avoid information being lost between departments.

• Improve internal coordination.

• Have a global overview of all active services.

• Prioritise tasks according to operational needs.

Additionally, by having a clearer visual overview, teams can better anticipate peak demand periods and organise resources more efficiently.

Unlocking the full potential of Uplaan’s Product Module

The new board-style screen is the perfect complement to strengthen the capabilities of our Product Module.

This module allows properties to offer product catalogues directly through the guest app. Guests can browse and purchase products or services such as:

• Room service or Take Away.

• Amenities.

• Additional services.

• Rentals.

• Other products available during their stay.

The platform automatically generates tickets, allows guests to schedule future orders, request invoices and securely process payments, collections or deliveries.

Now, the full process is complete. The Product Module ensures that sales and order automation are seamless from the guest’s perspective, while the new Order Management Board ensures that service execution by the team is fast, coordinated and frictionless.

Technology designed for people

Digitalisation is not about adding more screens that overwhelm staff. It is about providing teams with the right tools to help them work better.

By implementing a visual workflow based on boards, teams can significantly reduce response times, avoid misunderstandings between departments and anticipate periods of high demand much more effectively.

Ultimately, guest satisfaction starts behind the scenes. When internal processes are clear and technology supports the team’s workflow, delivering an exceptional service stops being an effort and becomes the everyday standard.

Would you like to see how Uplaan’s new management board can transform the daily operations of your resort?

Request a demo on our website or contact us via info@uplaan.com | +34 93 122 89 58.