MH

Guest Journey Detail

A single guest's communications timeline, reconstructed from Mitel call records and PMS context.

Eleanor Whitford
Grand Meridian, New York
StayMar 12 – Mar 15, 2026
RoomExecutive King – 1808
Loyalty
Platinum
Journey outcome
Synthesized from the events on the right
Satisfaction
8/10
Recovered after escalation
Key friction
Maintenance response time on HVAC escalation exceeded SLA by 12 min.
Suggested improvement
Auto-route after-hours HVAC issues to on-call engineer queue with priority paging.
Timeline
7 events across the stay
  1. Reservation inquiryMar 8, 10:14
    Phone
    Reservations
    Resolution 4 min

    Upgrade to Executive King confirmed.

  2. Pre-arrival callMar 11, 16:02
    Phone
    Reservations
    Resolution 3 min

    Confirmed late arrival (after 22:00).

  3. Check-in interactionMar 12, 22:41
    Phone
    Front Desk
    Resolution 6 min

    Key cards issued, dinner reservation arranged.

  4. In-room request – extra towelsMar 13, 08:12
    Internal Ext.
    Housekeeping
    Resolution 9 min

    Delivered within SLA.

  5. Escalation – HVAC noiseMar 13, 21:47
    Internal Ext.
    Maintenance
    Resolution 42 min

    Engineer dispatched; partial fix overnight.

  6. Manager follow-upMar 14, 09:30
    Phone
    Front Desk
    Resolution 8 min

    Apology + breakfast comp; satisfaction recovered.

  7. Check-out + surveyMar 15, 11:05
    IVR
    Front Desk
    Resolution 2 min

    CSAT submitted: 8/10.