Guest Hub
Operations Handbook

Everything the pilot needs in one printable document: the owner summary, the four-week rollout plan, and the three role manuals for front desk, housekeeping and management.

Days Inn® by Wyndham Wildwood I-75 · 551 East SR 44, Wildwood, FL 34785 · August 2026

Contents

How to use this handbook

Give each person only their part — a housekeeper does not need the rollout plan, and a manager should have read all five. Room status is shown here as a labelled word, never as colour alone, so this prints and photocopies without losing meaning. The in-room guest cards are a separate file: they carry QR codes and are printed on their own.

Part 1

One page for the owner: how the property runs today, what the pilot puts in place, and what it needs.

Part 2

Four weeks from paper to Guest Hub, with the checks that gate each week.

Pilot Rollout Plan

Four weeks from paper to Guest Hub at Days Inn® by Wyndham Wildwood I-75, with the checks that have to pass before each week begins and the point at which paper is retired.

Before week one

Two hours on property, done in one visit with the desk and housekeeping leads present.

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Tasks

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Exit checks — all must pass to start the next week

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Who owns what

Role	Owns	Time needed
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What could go wrong

Risk	What we do about it
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Stopping the pilot

The pilot stops immediately, at any point, if any of the following happens. Reverting means going back to the paper sheet — the room list and every request stay in the system and can be printed.

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Part 3

The board, the request queue, arrivals and departures, outages, handover.

Front Desk Training Manual

How to run the board, sell rooms from live status, handle the request queue, and hand over a clean shift on the Guest Hub ops portal at Days Inn® by Wyndham Wildwood I-75.

1 · Signing on to the portal

The ops portal runs in the browser on the desk computer. It stays open all day — do not close the tab at the end of a shift, just sign out of your name.

1. Open Guest Hub → Front desk from the bookmark bar.
2. Tap your name and enter your 4-digit PIN. Every booking, refund note and request you touch is recorded under that name.
3. Check the System panel in the right column. Database connected, mode live, last sync under a minute. If it says otherwise, read section 9 before you take a booking.

Never share a PIN or leave the portal signed in to your name when you step away for more than a few minutes. Lock the screen instead.

2 · Reading the board

The board lists every room with one status, sorted by urgency — rooms tied to an arriving guest float to the top. The four cards above it are the shape of your day.

Card	What it tells you
{{ c.label }}	{{ c.means }}

Ready to sell is the only number you may quote to a walk-in. Do not add rooms you expect to be ready — you will be wrong in front of a guest holding a card.

3 · Status words and who owns them

You and housekeeping share one set of words. Housekeeping owns clean and dirty; you own sold, reserved and blocked. Changing someone else's word is how the board goes wrong.

Status	Set by	What you can do with it
{{ s.name }}	{{ s.owner }}	{{ s.action }}

4 · Arrivals and departures

Check-in is 3:00 PM, check-out 11:00 AM, late checkout to 1:00 PM at your discretion. Work arrivals from the board, not from memory.

1. Morning. Look at today's arrivals against rooms to turn. If arrivals outnumber ready rooms by more than a few, tell the manager before 10:00 AM — that is when rooms can still be reassigned.
2. At check-in. Confirm ID and card, assign from ready rooms only, and hand over the Wi-Fi and Guest Hub card. Mention that towels, housekeeping and maintenance can be requested from the room.
3. Early arrival. Never promise a time you do not control. Say the room is being turned, take their mobile number, and message them when the board flips to ready.
4. At check-out. Close the folio and let the room fall to vacant dirty. Do not hold rooms in occupied to be tidy about it.
5. Late checkout. Approve it in the portal so housekeeping sees the new time on their route. An approval that only exists in your head is a knock on the guest's door.

Guests aged under 21 cannot check in. Photo ID and a credit card in the guest's own name are required every time, including for prepaid bookings.

5 · Working the request queue

Requests arrive from guest phones, from housekeeping, and from you when a guest calls or walks up. They all land in one queue with four filters: urgent, new, in progress, done.

1. Acknowledge within the target. Every request should be picked up inside ten minutes. Acknowledging is not fixing — it tells the guest a person has it.
2. Assign it to a name, not to a department. Unassigned requests are the ones that breach.
3. Log a phone or walk-up request yourself. Anything you promise a guest goes into the queue in front of them, so it survives your shift.
4. Close it only when the work is done — not when you have dispatched it. The guest sees the status change.

Request type	Goes to	Target
{{ r.type }}	{{ r.owner }}	{{ r.target }}

A request marked urgent means a guest cannot use the room as sold — no hot water, no AC in summer, a lock that will not close, a safety issue. Urgent goes to the manager as well as the assignee. Do not use it for towels.

6 · Working with housekeeping

You can see every housekeeper's route, who claimed which room, and how long a room has been started. Use it instead of the radio for anything that is not urgent.

• Need a room sooner: prioritise it on the board. It moves to the top of that housekeeper's route and they get a notification.
• Room unassigned with a guest arriving: assign it, or tell the manager if nobody has capacity.
• Room started over an hour ago: call the housekeeper before you assume it is nearly done. Long turns usually mean a problem in the room.
• Skipped room: read the reason. Do-not-disturb rooms come back to you — call the guest, do not send anyone back up.

7 · Guests at the desk

Situation	What to do
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Rate authority, refunds and compensation are the manager's. You may always move a guest to another room of the same type, replace an amenity, and apologise. Anything with money attached goes to the manager — log the request so the conversation is not lost when your shift ends.

8 · The Ops Assistant

The assistant panel answers questions about the property in plain language — which rooms are ready in building 2, who is on 114, what is still open from this morning. It reads the same board you do.

Two rules. Check anything it tells you against the board before you say it to a guest, and never type a guest's card number, ID number or medical detail into it. If the assistant is unavailable, everything in this manual still works — it is a shortcut, not a system of record.

9 · When the portal is down

If the System panel shows the database disconnected, or the board has not synced in more than five minutes, switch to paper and tell the manager. Do not keep taking bookings into a screen that is not saving them.

1. Print or photograph the current board so you know what was true when it stopped.
2. Write arrivals, departures and requests on the desk log sheet with times.
3. Keep selling only from rooms the board showed as ready — nothing else.
4. When the portal returns, enter the log in order, oldest first, then reconcile against housekeeping before you trust the board again.

10 · Shift handover

Before you sign out, walk the next person through four things. Two minutes here prevents most of the next shift's problems.

1. Arrivals still to come and which rooms they are on.
2. Rooms not yet ready and who is working them.
3. Open requests — anything urgent, anything you promised a guest, anything waiting on the manager.
4. Guests to watch — a complaint in progress, a late checkout approved, a guest owed a call back.

Then sign out of your name and leave the portal open on the board.

Part 4

The phone app, room status words, the cleaning standard, flagging issues, working offline.

Housekeeping Training Manual

How to use the Guest Hub app on your phone, what each room status means, and the standard every room is cleaned to at Days Inn® by Wyndham Wildwood I-75.

1 · Installing the app

Guest Hub runs in your phone's browser, but you should install it to the home screen. Installed, it keeps you signed in, keeps working when the Wi-Fi drops, and can send you room alerts from the front desk.

1. Open the link your manager texts you.
2. Tap Add to Home Screen on the welcome screen. If your browser does not show the prompt, tap the browser's Share button, then Add to Home Screen.
3. Open Guest Hub from your home screen from now on — not from the browser tab.
4. When the phone asks to allow notifications, tap allow. This is how the front desk tells you a room jumped the queue.

Installing does not use your personal phone number, contacts, photos or location. The app only uses the camera when you attach a photo to a maintenance issue.

2 · Signing on

There is no email or password to type. Sign-on is two taps: your name, then your PIN.

1. Tap your name. The list shows everyone on today's schedule. If your name is not there, tap I'm not on this list and call the front desk — you may be scheduled under a different date.
2. Enter your 4-digit PIN. Your manager sets it when you are added to the team. Do not share it, and do not write it on the phone case.

You stay signed in between shifts, so the next morning you only tap your PIN. Use Sign out of this phone only if you are getting a new phone or handing yours in.

3 · Starting a shift

Open the app when you arrive and tap Start shift. This is your clock-in and it sets the start time on every room you turn today.

The front desk pre-assigns your rooms overnight — usually one wing or floor so you are not walking the property. Before you tap start:

• Check the assigned list matches your cart and your wing.
• If you have capacity, tap any room under Unclaimed nearby to add it. Claimed rooms show your name to everyone else, so no one doubles up.
• If the list is too long for your shift, say so at the start, not at 2 PM. The manager can move rooms while there is still time.

The estimate next to your room count uses a 40-minute average turn. Treat it as a guide, not a target you have to beat.

4 · Room status words

Every room on the property carries one status. The front desk sells rooms from these words, so they have to be accurate.

Status	What it means	What you do
{{ s.name }}	{{ s.means }}	{{ s.action }}

Stayover means the guest has not checked out yet — refresh the room, change linens if they asked, and never pack or move their belongings. Do not disturb means you do not knock at all: leave it, and it stays on your list until the flag clears or the front desk calls the guest.

5 · Working your route

The app always shows one room at the top under Do this next. That is the room the front desk needs most — usually one with a guest arriving. Work top-down and you will not have to think about priority.

1. Tap Start room. This tells the front desk the room is being worked, so they stop asking.
2. Clean to the standard in section 6.
3. Tap Mark clean before you leave the room, not at the end of the day. The front desk sells the room within a minute of that tap.
4. Tap Skip if you cannot get in — do not disturb, guest inside, door blocked. Choose the reason so the room goes back to the front desk instead of going quiet.

If the room needs more than a normal turn — a stain that will not lift, a smell, a bed that needs a mattress change — mark the issue (section 7) instead of quietly spending an extra 40 minutes. Someone else can be moved to cover your route.

6 · The cleaning standard

Every departure room is turned to the same standard, in this order. Working in order keeps you from re-touching surfaces you have already wiped.

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Stayover rooms get the bathroom, trash, towels, bed straightening, amenity restock and a floor pass — not a full strip. Suites add the sitting area, sofa cushions and the second TV surface.

Guest property found in a departure room goes to the front desk the same day with the room number and date. Do not keep it on your cart overnight and do not throw away anything that looks personal — chargers, medication, papers, jewellery.

7 · Flagging a maintenance issue

Anything broken, leaking, stained or missing gets flagged from inside the room while you are looking at it. A flagged issue becomes a maintenance ticket the front desk can dispatch.

1. Tap Flag issue on the room.
2. Pick what it is — AC, plumbing, electrical, TV, furniture, linen, pest, other.
3. Take one clear photo. One photo of the actual problem saves a walk-through later. Never photograph a guest or a guest's belongings.
4. Say in one line what you saw: "AC blowing warm, thermostat set to 68" beats "AC broken".
5. Choose whether the room can still be sold. If it cannot — no hot water, no AC in summer, a bed that cannot be slept in — mark it out of order. That takes the room off sale immediately.

Do not fix electrical or plumbing yourself, and do not move heavy furniture alone. Flag it and move on to the next room.

8 · When there is no signal

Coverage drops in parts of Building 2 and in some stairwells. The app is built for this. When you lose signal you will see an amber bar across the top: No signal — keep working.

Offline, you can still:

• see your whole route and every room note
• start rooms and mark them clean
• flag issues and take photos

Each of those is saved on your phone and shows in a Waiting to send list with a count. When you walk back into coverage they send by themselves, usually within a few seconds. Nothing is lost and you do not need to redo anything.

Two rules: do not force-close the app while the waiting list has items in it, and if the count has not cleared by the end of your shift, tell the front desk before you leave so they know the board is behind.

9 · Guests

Most guest contact is a few seconds in a hallway. What you say in those seconds is what they remember about the stay.

Situation	What to do
{{ g.case }}	{{ g.do }}

Three facts you will be asked constantly: breakfast is complimentary in the lobby every morning, the Wi-Fi is DaysInn_Guest with no password, and check-out is 11:00 AM with late checkout to 1:00 PM subject to availability from the front desk.

You never have to negotiate a rate, a refund, a room change or a complaint. Say "Let me get the front desk for you" and hand it over. That is the correct answer every time.

10 · Clocking out and handover

At the end of your shift, open the app and check three things before you tap Clock out:

1. Nothing is waiting to send. The header should read All synced.
2. Every room you touched has a status. A room left started looks like work in progress to the next shift.
3. Anything unfinished is written down. Rooms you could not get into, rooms you turned but did not inspect, anything waiting on maintenance — these appear under Left for the next shift. Add a line if the reason is not obvious.

Clocking out ends your shift but keeps you signed in. Tomorrow you only tap your PIN.

Part 5

People and roles, the turn plan, the response standard, metrics, onboarding a new housekeeper.

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.