Resolve issues faster and improve guest satisfaction
Glitch Software
Unifocus Glitch gives hotel teams the tools to capture, escalate & resolve service issues in real time — ensuring no guest complaint goes unanswered.
Built to help frontline staff, managers & cross-department teams respond faster and track resolution performance, Glitch helps close the loop with confidence — whether it’s a missed amenity, delayed cleaning, or a maintenance oversight.
What we bring to the table
Forecast, schedule, and optimize across:
- Multiple locations and rooms
- Multiple revenue centers
- Weather, seasonal shifts, and events
- Compliance requirements
- 15-minute increments, by job and sub-job
We bring together:
- Real-time data and AI-powered business intelligence insights
- Efficient workflows across multiple departments
- Best in class tools for Managers, Team Members and Management
- Integrations with HR, payroll and PMS systems
From your phone and tablet:
- Create Schedules, swap shifts and message team members
- Clock in and out
- Get paid and receive tips
- Access workflows and assigned tasks
- Give workplace feedback
When Something Goes Wrong, Glitch Makes It Right — Fast
Real-time guest issue capture and assignment
Glitch allows any team member to instantly log a service failure or guest request — and ensures it gets routed to the right person, in the right department, at the right time.
KEY CAPABILITIES
- Mobile and desktop issue capture (staff- or guest-initiated)
- Auto-assignment by issue type, department, or asset location
- Guest name and room number tagging
- SLA-based response timing built in
- Push notifications and alerts for escalations
Why it matters: No more radios, notepads, or lost complaints. Glitch puts service accountability in motion from the first moment.
Protect the Guest Experience with Built-In Speed Standards
Escalation rules and SLA tracking
Glitch allows hotels to define service expectations — and hold teams to them.
FEATURES
- Custom SLAs by issue category, department, or brand standard
- Auto-escalation for overdue or unresolved issues
- Visibility into average response and resolution times
- Push alerts for missed targets and recurring problems
Impact:
Keeps the most urgent issues prioritized and ensures no guest need lingers unresolved.
Service Doesn’t Happen in Silos — Glitch Connects the Dots
Department coordination and cross-team visibility
A single guest request often involves more than one team. Glitch keeps everyone in sync.
CAPABILITIES:
- Cross-department handoffs with full visibility
- Shared comment threads and issue notes
- Centralized task history accessible by GMs, MODs, and department heads
- View by guest, issue type, floor, shift, or team
Outcome:
No more finger-pointing or lost handoffs — just fast, accountable service recovery.
Close the Loop — and Learn from Every Service Moment
Integrated feedback and resolution reporting
Glitch doesn’t just help resolve issues — it helps you get better at preventing them.
BUILT-IN INSIGHTS
- Link guest survey feedback directly to issue history
- Tag root causes and resolution types
- Identify top recurring issues by shift, outlet, or team
- Track recovery effectiveness over time
Why it matters:
Turn service failures into coaching opportunities and process improvements — all backed by data.
Glitch Works Seamlessly Across the Unifocus Platform
Service Execution at Scale
As Glitch is part of Unifocus, it connects with other systems to ensure end-to-end operational excellence.
Platform Integration Includes:
- Housekeeping: Trigger room re-cleans or amenity restocks
- Maintenance: Generate immediate work orders for broken fixtures or HVAC issues
- Labor Scheduling: Understand demand trends based on service disruptions
- Survey: Track if service recovery improved guest satisfaction
- Reporting: Tie resolution times to task volume, team performance, and training gaps
One Suite. Every Solution.
Ready to Take Control of Service Recovery?
Whether you're managing a luxury resort, urban hotel, or multi-brand portfolio, Unifocus adapts to your needs. Start with one module or implement the full suite — and grow from there.
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