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.

 

Glitch Operations

What we bring to the table

We know what it takes to run a hospitality business. We do a lot of the heavy lifting–so you don’t have to.
01 Simplify complexity

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
why-simplify-complexity
02 All in one place

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
why-all-in-one-place
03 Go Mobile

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
why-go-mobile
why-simplify-complexity
why-all-in-one-place
why-go-mobile

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.

 

Intelligent room assignment

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.

Escalation rules and SLA Tracking

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.

Department coordination and cross-team visibility

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.

 

Integrated Inspection & Quality Assurance

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
System Integration

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.

Contact Us

Frequently Asked Questions

What is Glitch by Unifocus?
How does Glitch help capture guest service issues?
What types of issues can be logged in Glitch?
How does Glitch use SLAs to improve guest service?
Can Glitch escalate unresolved issues automatically?
How does Glitch support cross-department coordination in hotels?
How is guest feedback integrated into Glitch?
What other Unifocus modules does Glitch integrate with?
Can hotel leadership access performance insights from Glitch?
Why is Glitch essential for hotel service recovery?

Latest Articles

The Hidden Cost of Inventory Mismanagement in Hotels — and How to Fix It

The Hidden Cost of Inventory Mismanagement in Hotels — and How to Fix It

Poor inventory tracking costs hotels more than you think. Discover hidden losses & how smarter systems protect margins, time & guest satisf...

How Poor Inventory Management Hurts Hotels?

How Poor Inventory Management Hurts Hotels?

Poor inventory management hurting profits? Learn smarter ways to cut costs & boost guest satisfaction at your hotel.

How Hospitality Business Intelligence Affects Hotels

How Hospitality Business Intelligence Affects Hotels

Learn how hotel business intelligence software enhances operations, revenue, and guest experience with real-time analytics, automation & AI...