Manager Operations Manual Days Inn® by Wyndham Wildwood I-75

Front desk · (352) 748-7766 Guest Hub · staff portal

Manager Operations Manual

Running the property from the Guest Hub staff portal: adding people, building the day's turn plan, working the front desk board, holding the response standard, and keeping the property running when the system does not.

1 · People, roles and invites

Access is by role, not by shared login. Everyone gets their own account so room work, status changes and request resolutions are recorded against a name.

Role	Can do	Cannot do
{{ r.name }}	{{ r.can }}	{{ r.cannot }}

Add someone under Team & Invites: enter their name and role, send the invite, and text them the link. Until a manager grants a role, a new account can watch the queue but cannot change anything — that is deliberate, so a wrong sign-up cannot touch live rooms.

Remove access the same day someone leaves. A departed account with a live PIN is the one real security hole in the system.

2 · PINs

Housekeeping and maintenance sign on with a name tap and a 4-digit PIN. You set it when you add them and you reset it when they forget.

• Set a PIN the person chooses, not a pattern you assign in sequence. Never 1234, never the room number they work.
• Reset from Team & Invites. Forgot-PIN taps arrive as a message at the desk; a reset takes seconds and does not require a new invite.
• Reset immediately if a phone is lost or a PIN is shared. Then sign that device out remotely from the person's record.
• Front desk and manager accounts keep email and password, and go through the password-reset gate on first sign-in.

3 · Building the turn plan

The turn plan is the morning's most valuable half hour. Done well, nobody has to be chased all day.

1. Read the day first. Arrivals, departures, stayovers and anything out of order. The six figures at the top of the board give you this in one look.
2. Assign by geography. One wing or floor per housekeeper. Walking the property is the single biggest waste of a shift.
3. Front-load arrival rooms. Any room with a named arrival goes at the top of the assigned housekeeper's route, ahead of stayovers.
4. Leave slack. Assign to roughly 85% of capacity. The remaining rooms sit unclaimed and get picked up by whoever is running ahead.
5. Publish before 8 AM. Housekeepers see their route the moment they tap their PIN, so a late plan is a late start.

Use Auto-assign to fill the plan by wing and workload, then adjust by hand. It will not know that one housekeeper is training or that Building 2 has a lift out of service.

4 · Priority turns before arrivals

The one thing guests never forgive is a room that is not ready at check-in. The board watches this for you and surfaces it as the next action.

When	Do this
{{ p.when }}	{{ p.do }}

Prioritise pushes a room to the top of the assigned housekeeper's phone and sends them a notification. Use it for real priority only — if everything is priority, the signal is worthless.

5 · Working the front desk board

The board is the shift's home screen. It is ordered by urgency, not by room number, and rows that breach a standard are tinted so they cannot be scrolled past.

• Do this next — the one situation that needs a decision now, with the action attached. Clear it or dismiss it; do not leave it sitting all afternoon.
• Metrics row — occupancy, ready to sell, average turnover, open requests. These are today against target, not month-to-date.
• Room board — every room with status, guest, housekeeper and last update. Tap a room to change status, add a note or send it to maintenance.
• Side panel — open guest requests, housekeeping progress by person, arrivals and departures.

Change a status from the board the moment reality changes: a walk-in taking a vacant clean room, a guest extending, a room you have just blocked. Every minute the board is wrong is a minute someone works from the wrong picture.

6 · The request queue and the response standard

Guests are told on the website that requests are answered in about ten minutes. That promise is the standard the queue is measured against.

Request type	Goes to	Answer within
{{ r.type }}	{{ r.owner }}	{{ r.sla }}

Every request moves through three states: new, in progress, done. Tap Start when someone owns it — that stops the clock on response time and shows the guest's request as acknowledged. Tap Complete only when the guest actually has what they asked for.

A request older than ten minutes with no owner is a breach and shows at the top of the queue. Assign it or handle it yourself; do not close it to clear the count.

7 · Maintenance tickets and dispatch

Housekeeping flags issues from inside the room, usually with a photo. Those become tickets under Maintenance.

1. Triage on sellability first. Anything that stops the room being sold — no AC in summer, no hot water, a bed that cannot be slept in, a lock fault — gets the room marked out of order immediately, before you think about the repair.
2. Dispatch by name. Assign a ticket to a person, not to "maintenance". Unassigned tickets sit.
3. Group by trip. Three lamp issues in Building 2 are one walk, not three.
4. Close with what was done. One line. Next month's recurring-fault pattern comes out of those lines.
5. Bring the room back deliberately. Out of order returns to vacant dirty, gets turned, and only then goes on sale — never straight to vacant clean.

A ticket waiting on a part gets a note with the expected date, so the front desk stops asking and the room stays correctly blocked.

8 · Reading the analytics

Four numbers tell you whether the operation is healthy. Look at them weekly, not hourly — daily noise is not signal.

Metric	Healthy	If it drifts
{{ m.name }}	{{ m.healthy }}	{{ m.drift }}

Turnover time is measured from Start room to Mark clean, so it only means anything if housekeepers tap start. If a person's average looks impossibly fast, the problem is usually the taps, not the cleaning.

9 · When the system is offline

Phones queue their changes locally and send them when coverage returns, so a Wi-Fi drop in Building 2 needs no intervention. A wider outage does.

1. Check the status strip. It shows whether the data service is reachable and whether you are in live production. A red database indicator means the portal is reading stale data — stop changing statuses.
2. Print or photograph the room board. Do this first, while you still can. That sheet becomes the source of truth.
3. Move to paper for arrivals. Mark rooms ready on the printout as housekeeping radios them in.
4. Tell housekeeping to keep working. Their phones keep the route and keep recording. Nothing needs to be redone.
5. Reconcile once before reopening the board. When the service returns, let the queued changes land, then walk the printout against the board room by room before anyone sells from it again.

Do not enter the same status change on two devices during an outage. Duplicate entries are harder to unpick than a gap.

10 · Onboarding a new housekeeper: day one

Work through this in order. It takes about forty minutes and it prevents nearly every first-week problem.

Give them the Housekeeping Training Manual at the end of the session, not the start — they will read it once they have seen the app.

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