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Configure Task Request Types and Escalations

Task request type settings control how HOME labels work, when escalation happens, and who is notified when a task needs attention. Configure each request type to match the hotel's operating process before relying on it in daily work.

Quick Reference​

SettingWhat It ControlsWhat To Check
Request typeThe task flow you are configuring.Select the request type used by the team.
Task label and timeThe label used for a task and, where available, its time-based label.The label and time window match the assigned team.
PriorityThe priority for a request type or Report an Issue classification when priority is enabled.Higher-priority work is identified consistently.
EscalationUp to three escalation levels for delayed tasks.Each enabled level has the right trigger, delay, and recipients.
Quick CompleteOptional Room Service completion setup.Use it only when the property has the required catalogue options.

Before You Start​

  • Confirm the property uses the request types you plan to configure: Room Service, Request Amenities, Luggage Down, Wake Up Call, Clean Room, Miscellaneous, or Report an Issue.
  • Confirm the staff members or roles who should receive escalation notifications are available in HOME.
  • Agree on the task statuses and delay times that should trigger each escalation level.
  • Confirm the hotel is online before saving changes.

For a named request type, open the matching tab:

Request typeNavigation path
Room ServiceSettings > Tasks > Task Configuration (tab) > Room Service (tab)
Request AmenitiesSettings > Tasks > Task Configuration (tab) > Request Amenities (tab)
Luggage DownSettings > Tasks > Task Configuration (tab) > Luggage Down (tab)
Wake Up CallSettings > Tasks > Task Configuration (tab) > Wakeup Call (tab)
Clean Up RoomSettings > Tasks > Task Configuration (tab) > Clean Up Room (tab)
MiscellaneousSettings > Tasks > Task Configuration (tab) > Miscellaneous (tab)
Report an IssueSettings > Tasks > Task Configuration (tab) > Report Issue (tab)

Configure A Request Type​

  1. Go to Settings > Tasks > Task Configuration.
  2. Select the request type you want to configure.
  3. For Room Service, Request Amenities, Luggage Down, Wake Up Call, or Clean Room, set the default task label. If the time-based label option is available, turn it on and set the label and time window the team should use.
  4. For Miscellaneous, open the specific miscellaneous item, then set its task label, optional time-based label, priority, and escalation rules.
  5. For Report an Issue, review each issue classification and set its priority when the priority option is available.
  6. For Room Service, review Quick Complete only when the property uses the available catalogue options for that workflow.
  7. Click Save.
  8. Repeat for each request type that the property uses.

Configure Escalations​

Use escalation when a task remains in a selected status for longer than the team allows.

  1. Select the request type or Miscellaneous item to configure.
  2. Under Escalation, turn on the level you need.
  3. Select the task statuses that should start the delay: Requested, Assigned, or In Progress.
  4. Enter the delay in minutes.
  5. Add the email addresses that should receive an escalation email, if needed.
  6. Select the staff members or roles who should receive a push notification, if needed.
  7. Configure the next level only when it should happen after the earlier enabled level.
  8. Click Save.

Set later enabled levels to a longer delay than the earlier enabled level so notifications happen in the intended order.

Troubleshooting​

An escalation level will not save​

What you see: A later escalation level shows a time error.

Do this:

  1. Check that the level is enabled only when you need it.
  2. Set its delay to a longer time than the earlier enabled escalation level.
  3. Confirm at least one task status is selected for the level.
  4. Save the request type again.

A staff member is not available for push notifications​

What you see: The staff member or role you need is not available in the notification list.

Do this:

  1. Check the staff member's HOME profile and role setup.
  2. Refresh Settings > Tasks > Task Configuration after the staff setup is updated.
  3. Use an escalation email recipient while the staff setup is being corrected, if that matches the property's process.

Settings are unavailable​

What you see: Task Configuration controls are disabled.

Do this:

  1. Confirm HOME is online.
  2. Refresh the page after connectivity is restored.
  3. Confirm you have access to Settings > Tasks > Task Configuration.

Still Stuck?​

Contact support if task labels or escalation recipients do not remain after saving, or if an expected request type is not available for the property.