File · MARCUS · On Call
Marcus Hall
Overnight Desk & Guest Recovery · All Properties — 11pm–7am
Runs the graveyard line. Handles noise complaints, lockouts, late arrivals, and service recovery before it reaches management.
ENAHLEI CHIADe-escalation Cert.
34
Calls Today
22
Messages
6
Reservations
$0.6k
Upgrade Rev.
3:34
Avg Handle
96
CSAT
Activity · B1 · Voice Call
Devon Marsh
Standard 611 · The Beaumont Hotel · Partner: Night Engineering
Reason for Contact
AC not cooling — 1:42am
Receptionist Note
Engineer dispatched, fan coil reset. Room moved to 615 as backup. 15k points + breakfast comp posted.
Handled
12m ago
Duration
4:05
Priority
Urgent
Beaumont Group · Logged to Opera PMS
Reservation Workflows · Owned by Marcus
On the Board Right Now
Room Change · BM-40770
Devon Marsh
Standard 611 → Standard 615 · The Beaumont Hotel
Urgent
1:42am — fan coil failure in 611. Moved next door, 15k points + breakfast comp posted.
Checklist5/5 · 100%
- Engineer diagnosed fan coil fault· Engineering · 01:48
- Room 615 confirmed vacant/clean· Night HK · 01:52
- Bell moved luggage & re-keyed· Bell · 02:04
- 15k points + breakfast comped· Loyalty · 02:09
- Work order closed in Alice· Engineering · 02:22
Late Arrival · WM-22165 · ETA 02:30
Anonymous (Windmere)
Deluxe 218 · The Windmere Inn
Routine1 night
Flight delay from ORD. Night bell staff notified. Warm turndown + bottled water in room.
Checklist4/5 · 80%
- Guest text acknowledging delay · 23:14
- Room 218 held past cutoff· Night Audit · 23:16
- Turndown + water staged· Night HK · 00:42
- Night bell briefed for 02:30 arrival· Bell
- Wake-up call 08:30 loaded · 00:44