We piloted Kipsu last quarter at a 184-room downtown property and brought average response time from 18 minutes to 7 to boost guest satisfaction, but routing to housekeeping still lags during 3–6 pm. If you’ve solved that handoff, what service-level targets and escalation rules worked without overwhelming the team?
Set a 2-minute accept-or-escalate in Kipsu: if housekeeping doesn’t tap “accept” in 2 minutes, it auto-routes to the floor lead/runner, with a cap of 2 open tickets per attendant so you don’t swamp them. We run 10 min SLA for deliveries and 20 for room resets, plus a dedicated runner only during “3–6 pm” to burn the queue and an auto “on our way” text on assignment to buy goodwill. Do you have a runner or floor lead available in that window to own escalations?