Duty-manager escalation
Duty-manager escalation is the rule that moves a guest’s conversation or request to the manager on duty at a defined moment: when the guest asks for a person, complains, disputes a charge, or a promised time has passed.
How a hotel sets it up
Write the triggers down; “use your judgement” at 01:00 means nobody is called. A workable set: the guest asks for a person; a complaint, or a charge the guest disputes; the same question asked three times; a request past its deadline.
Name one person per shift and give them one place where the alert lands, a phone rather than a shared inbox. The whole conversation should travel with the alert, so nobody asks the guest to repeat themselves. Read the week’s escalations every Monday: too many means the triggers are loose, and none at all can mean nobody is looking.
Where Wizorks shows it
Sarah hands the thread to your team when a guest asks for a person, disputes a charge or pushes three times on the same thing. The conversation waits under Needs attention on the dashboard’s home page, a guest request past its deadline is flagged Needs attention on the Guest services board, and your duty manager can confirm or decline a booking from Telegram.