Hotel operations where every guest issue has an owner — across departments and partner hotels

Mi Retail is an operations center for hotels, resorts and travel businesses. It does not replace the property management system; it manages the human work that appears around it. Every guest issue, approval, maintenance report, housekeeping request or handoff to a partner hotel becomes an Operational Work Item with an owner, a state, a due time and evidence. Each person sees the part that is theirs: the front desk sees arrivals at risk, housekeeping its room queue, maintenance its open incidents and the general manager only the exceptions. The domain work — rooms, housekeeping boards, night audit — runs in StoneOS apps or in the systems you already use.

No. Your property management system stays the system of record for reservations, rooms, rates and guest folios, and Mi Retail never duplicates it. What Mi Retail adds is the layer the PMS does not cover: the work that has to happen when something in the PMS needs a person. A room marked out of order, a guest complaint, a late checkout that clashes with an arrival or a relocation to another hotel becomes a work item that travels between departments until it is resolved. You keep your PMS; Mi Retail takes over where the work leaves it and records who did what, and when.

When the PMS shows that a confirmed room is not available, the front desk opens a relocation work item instead of improvising calls. The duty manager approves the cost from the same work item, with the reason recorded. Mi Retail then creates a derived work item in the partner hotel’s own organization, where their team holds the room, confirms the rate and checks the guest in. The front desk books the transfer, finance reconciles the partner’s invoice against the approved amount, and the next morning the guest is brought back. Every step has an owner and a state, and the case closes with its evidence attached.

Yes. Work between organizations moves as derived work items, so both the hotel and its partner or supplier need their own organization on Mi Retail. The hotel picks the other organization from the directory and sends the request; the partner receives it in its own intake queue and assigns it inside its own teams. Each side keeps its privacy: the requesting hotel follows the state, due time and result, but not the partner’s internal projects or conversations. When the partner completes the derived work, the hotel is notified and its own work item can close. That is how a relocation, a laundry pickup or an emergency repair stops living in email threads.

A room problem reported by housekeeping becomes an incident work item assigned to maintenance, linked to the room and to the arrival that depends on it. Maintenance sees its queue ordered by priority and due time, marks the incident in progress, and can block it with a reason if a part is missing. Housekeeping sees the state without calling anyone and re-sequences its rooms when a repair runs late. When maintenance closes the incident with a photo, the room can be released in the housekeeping app and the front desk sees it in time for the guest. Nobody has to chase anybody on the radio.

The handover is no longer a logbook entry or a conversation at the desk. Everything the outgoing shift left open is already a work item with its state, owner and next action, so the incoming team starts from Today and sees what is waiting, blocked or due in the next hours. A promise made to a guest at 2 a.m. — a late checkout, a replacement item, a callback — is a follow-up with a due time, not a note someone has to remember. Coordinators can reassign work between shifts in seconds, and nothing depends on who happened to be on duty when it started.

The general manager does not need to review every request. Operational Portfolio shows how each area and each property is doing: open incidents, work items at risk of missing their time, blocked items and relocations in progress. Executive Operations shows only what needs a decision at that level — a costly exception, a repeated failure in the same room type, a partner that keeps missing agreed times. For a group with several properties, the same view compares hotels side by side. The manager steps in where it matters, with the context of each case already attached, instead of discovering problems through guest reviews.

Every work item keeps who acted, when, under which approval and with which attachments. When a guest disputes a charge or a complaint escalates, the hotel can show the full trail: the incident report, the photos, the manager’s approval with its reason, the exchange with the partner hotel and the closing confirmation. Control & Assurance lets an auditor or a brand standards team review those trails without asking anyone for screenshots. The evidence is not rebuilt after the fact from emails and chats; it is captured while the work happens, which is why it holds up.

Yes, it is the same product at both ends. In a boutique hotel run by a handful of people, the experience collapses to the essentials: one Today view with what is pending, what is waiting and what must be solved before the next arrival, without fake hierarchies or empty teams. In a chain with hundreds of employees, the same work items are distributed across front desk, housekeeping, maintenance, finance and regional management, each with its own surface, and exceptions escalate to the right level. What changes is how responsibilities are split, not the way the work is represented.

Yes. Tour operators and travel agencies live on handoffs between organizations: guides, transport providers, hotels and local suppliers all have to deliver their part of an itinerary. In Mi Retail, a booking change, a missing transfer or a supplier cancellation becomes a work item that can be derived to the partner responsible, followed until it is confirmed and closed with its voucher or confirmation as evidence. The operations team sees the open issues of every departure in one place, and the traveler’s problem stops depending on a chain of phone calls across time zones.

The Hospitality edition of StoneOS brings apps for the domain work of a property — front desk, check-in and check-out, housekeeping, concierge, night audit, events and guest experience — on top of the Business Core apps every team uses: Chat, Docs, Drive, Calendar, People, Notes, Sheets, Slides and To-do. Those apps keep the depth of each domain. Mi Retail is where the work they generate meets the people who must move it: a housekeeping exception, a concierge request that needs approval or a night audit discrepancy lands as a work item in the right person’s queue. If you prefer to keep your current PMS, it stays the record.

Start with one process that keeps slipping — relocations, maintenance incidents or guest requests between shifts — instead of modeling the whole hotel. Create the workspace for that area, invite the people involved and let the first requests arrive as work items with an owner and a due time. Within a week you will see where things wait and who carries the load. Then add the next area, connect the systems you already use and, when it makes sense, bring in the Hospitality edition apps from StoneOS. Mi Retail is free to start, so a single property can try it before rolling it out to a group.