Summary: AXP (Alliants Experience Platform) supports multiple types of service requests including housekeeping, concierge, maintenance, dining, transportation, and custom request types — all managed through the Requests module to track and fulfil guest needs efficiently.
Permissions Required: Roles required in AXP to view this information are Front Desk Staff, Concierge Teams, Housekeeping, Maintenance, All Operational Staff.
The different types of requests in AXP allow your team to categorise and manage guest service needs effectively. The Requests module provides a structured way to create, assign, track, and fulfil service requests across departments, ensuring nothing falls through the cracks.
What Request Types Are Available?
AXP includes several standard request types that cover common hospitality service needs. The request types available in your location depend on your configuration, but typically include:
Request Type | Description | Example Uses |
Housekeeping | Room cleaning, linen, and amenity requests | Extra towels, room refresh, turndown service |
Concierge | Guest experience and recommendation requests | Restaurant reservations, activity bookings, local information |
Maintenance | Repair and technical issue requests | Broken AC, plumbing issues, TV not working |
Dining | Food and beverage service requests | Room service, dietary requirements, minibar restock |
Transportation | Travel and transport arrangements | Airport transfer, taxi booking, car rental |
Front Desk | General front desk service requests | Late check out, extra key card, luggage storage |
Custom | Location-specific request types | Spa bookings, golf tee times, event services |
How Do I Create a Request?
To create a new service request in AXP:
Navigate to the Requests module from the left-hand menu, or click New Request from within a guest's profile or conversation
Select the Request Type from the dropdown menu
Link the request to a Guest Profile (search by name, email, or room number)
Add a Description of what the guest needs
Set the Priority level (Low, Medium, High, Urgent)
Assign the request to the appropriate Department or Team Member
Add any relevant Notes or special instructions
Click Create to submit the request
What Are the Request Statuses?
Requests in AXP move through several statuses as they are processed:
Open — The request has been created and is awaiting action
In Progress — A team member is actively working on the request
Pending — The request is paused, typically waiting for guest confirmation or external resources
Completed — The request has been fulfilled
Cancelled — The request was cancelled by the guest or staff
How Do I Manage and Track Requests?
To manage and track requests effectively in AXP:
Use the Request Dashboard to view all open requests sorted by priority and department
Filter requests by Type, Status, Department, or Assignee
Click on any request to view its full details, add comments, or update its status
Use the Change Log within each request to see a timeline of all actions taken
Common Questions
Can guests create requests themselves?
Yes, guests can create service requests through the Guest App or by messaging your location. When a guest sends a message requesting a service, a converser can convert that message into a formal request by clicking Create Request within the conversation. Guests using the mobile app can also submit requests directly from the app's services menu.
Can I create custom request forms for my location?
Yes, Location Administrators and Brand Administrators can create custom request forms to match your location's specific services. Navigate to Settings > Requests > Request forms to add, edit, or remove custom request types. Each custom form can have its own fields.
How do I reassign a request to a different department?
To reassign a request to a different department, open the request and click the Assignee field. Select the new department or team member from the dropdown. The request will automatically appear in the new department's queue, and the previously assigned team will be notified of the change.