Rapid Response Reference Guide

Transcription

1 Rapid Response Reference Guide

2 Copyright 2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016 Diversified Computer Corp. All rights reserved. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express prior written consent of the publisher. Diversified Computer Corp. retains the right to update or change the contents of this document without prior notice. Diversified Computer Corp. assumes no responsibility for the contents of this document. Names of persons or organizations used as examples in this document are fictitious unless otherwise noted Guestware is a trademark of Diversified Computer Corp. All other trademarks are the property of their respective owners th Avenue North, Suite 400 Seattle, WA Phone: Release 4.30

3 About Guestware Guestware is a comprehensive CRM software solution designed specifically for the hospitality industry. Guestware encompasses service delivery, guest recognition, and loyalty management to manage your most critical assets - your guests! Guestware is integrated with the property management system (PMS) and the central reservation system (CRS) to provide an independent cost effective global CRM solution. Table of Contents What is Rapid Response?... 4 Logging Guest Requests... 5 Dispatching Requests... 8 Closing Completed Guest Requests... 10

4 What is Rapid Response? Software used by hotels to log, dispatch and respond to service requests and problems. Typically used for dispatching in-room guest requests, but also used for associate-reported issues. Rapid Response can be used with manual dispatch or auto-dispatch. Benefits of Rapid Response Ensure guest requests are delivered in a timely manner. Logging calls is more efficient than writing information on paper. Ensure the guest is satisfied with problem resolution. Collect valuable data for process improvement. Help lower operating costs through process improvement. Objectives of this Document This document is designed as a reference guide and take-away document to supplement the live training provided to your hotel. After completing the Rapid Response training you will be able to: Understand what Incident Codes are. Log a guest request. Assign a request to a runner from the entry screen and the dispatch monitor. Close a request. Reopen a request. Convert a request to a Work Order. Rapid Response Reference Guide 4

5 Logging Guest Requests The Guest Request Entry form is used to log guest requests and complaints while speaking with a guest on the phone. Incidents entered are optionally assigned (dispatched) to an employee responsible for responding to the guest s issue. To log a request 1. Click the Request icon on the menu bar to open the Rapid Response Request form. 2. Select Guest for a guest reported issue or Associate for a staff reported issue. 3. Type the room number in the Room field and hit enter. The current incident time will be recorded and the name of the guest currently occupying that room will be displayed (PMS interface required) if the entry is guest-reported. 4. For associate-reported calls, a Reported By menu will be displayed. In the Reported By field, click the arrow to display names or begin typing the associate s name who reported the issue and click the name of the associate. When Guestware recognizes the name, it will automatically complete the Reported By entry. 5. Assign an incident code to the request one of the following three ways: Rapid Response Reference Guide 5

6 1) Typing a keyword in the incident code field a) Type a keyword such as rollaway into the Incident Code field and a list of codes with that word will appear. b) Click on the proper code with the mouse - the code will automatically populate the Incident Code field. 2) Using the top ten hot keys a) Click the hot key matching the guest s incident or alt and the button s number. If it is a detail code, then the incident field will automatically be populated with that code. If it is a core code, then a list containing all the detail codes will be displayed. Click on the appropriate detail code and the incident code field will be populated. 3) Clicking on the incident tree icon next to the incident code field a) Click on the incident tree icon next to the Incident Code field. b) A cascading menu will appear, listing all departments. c) Scroll through the departments, viewing core codes and the detail codes they contain. Locate the code which best describes the issue. Rapid Response Reference Guide 6

7 d) Highlight the proper code and press the Enter key - the code will automatically populate into the incident code field. 6. If the priority field does not auto fill when an incident code is selected, then select a priority from the dropdown menu on the Priority field. 7. The Resolve By fields can schedule the request to be due on a later date or time. 8. Type additional notes in the Incident Notes field if necessary. 9. Press Save to save the incident. NOTE: If your property will be using auto-dispatching to a mobile device with Guestware, the Assigned To field will be left blank (unless using Manual Assign rules). There will also be a check box that reads Auto Dispatch on the screen; this box should always be left checked. Tips To print a copy of this record, click the Print button before saving. For public spaces, click the Room button, start to type the room name, and click the appropriate area. To attach a guest to a public space, enter the guest room number to pull the profile and then use the Room button to relocate the guest to another area in the hotel. If a guest calls reporting more than one incident, enter the first incident and then click the button. This will fill all the previous guest information entered, allowing you to enter the other incident code(s) reported. Alternately, bundle the incidents by clicking the + button next to the Incident Code field to enter multiple requests at once. Rapid Response Reference Guide 7

8 Dispatching Requests If a guest call is not dispatched when it is entered, users may dispatch it from the Rapid Response Dispatch Monitor. Dispatching a call assigns responsibility for call resolution to a staff member and logs when they were notified. To dispatch a request from the Dispatch Monitor 1. Click on the Dispatch system icon in the Guestware menu bar. This will open the Dispatch Monitor, showing new and dispatched calls. All requests needing to be dispatched appear in the New Calls section of the form. 2. Click the Dispatch button for the call you want to dispatch. A dispatch incident window will appear. 3. In the Assign To field click the arrow to display names and begin typing the runner s name. When Guestware recognizes the name, it will automatically complete the Assign To entry. 4. Press Dispatch to complete the dispatch. The record will move to the Dispatched Calls section of the form. Tips To view the detail incident/response information for a call, click on the edit icon on the far right column of the record. To add missing runner names or Reported By associate names, go to Lists > Associates and click the Add Record icon. Fill in the appropriate fields using the same case as the other entries. Rapid Response Reference Guide 8

9 To refresh Auto Dispatch If your property is using the Auto-Dispatch functionality of Guestware, there is an option to re-send an already dispatched call to either the same device or a different device depending on the scenario. To re-send the call to the original device, right click on the phone icon displayed to the right of the incident field in the Dispatch Monitor, and click the option Refresh Auto Dispatch. A confirmation message will appear asking if all expired events should be re-activated. Click YES and the call will be re-dispatched to the original device. If a request s incident code has change, the request can be re-dispatched to a different device based on the new incident code. Follow the same procedures (after you have made the change to the incident), and this time a different confirmation box will appear asking if the incident should be assigned to the new matching rule. Click YES and the call will be re-dispatched to the new device. Rapid Response Reference Guide 9

10 Closing Completed Guest Requests After a runner completes a guest request, the response completion time and incident status changes must be recorded. The steps outlined below detail the quickest way to close open guest calls. To close a request without details 1. Open the Rapid Response Dispatch Monitor by clicking on the Dispatch icon in the Guestware menu bar. 2. Typically the runner will radio back giving the response and room number. (For example, Towels have been delivered to room 201. ) Locate the room number reported by the runner in the Dispatched Calls list. 3. Click the Close button for the call. The call is closed with the completion time recorded by the computer. NOTE: If your property is using the Guestware Mobile application, calls will be closed automatically using mobile devices. Tip It is recommended that the Dispatch Monitor be kept open so that it is quickly available for dispatching and closing calls. Rapid Response Reference Guide 10

11 To close a request with additional details 1. Open the Rapid Response Dispatch Monitor by clicking on the Dispatch icon in the Guestware menu bar. 2. Typically the runner will radio back giving the response and room number. For example, towels have been delivered to room Enter this room number into the Find Room # for Call to Close field at the bottom of the form. 3. The Rapid Response Call dialog will open to the first call for the room number you entered. Type the appropriate information into the Response Notes and Solution fields and click the Close Call button. To convert a Rapid Response Call to a Work Order Certain calls that have been entered and dispatched may require a work order for completion. The Rapid Response Dispatch Monitor allows you to convert a previously dispatched call to a work order. To convert a rapid response call to a work order: 1. Press the Work Order button to generate a work order for that record. 2. Press Yes to edit work order. Rapid Response Reference Guide 11

12 a) Change the priority to the appropriate work order resolution time (example 5 Days). Make sure the incident code is correct and add response notes to specify why the call has become a work order (Example: Per John: Motor on Backorder for 2 Weeks). b) Once you have made your changes, click save to save the changes. c) A completion time is filled in for the original response, and a new response is created with a work order number assigned. The incident status also changes to Work Order. Note Only EG (Engineering) codes should be converted to a work order. Rapid Response Reference Guide 12

13 To record a Follow-up Call or add a response from Follow-up & Close Incident: 1. Open the Rapid Response Dispatch Monitor by clicking on the Dispatch icon in the Guestware menu bar. 2. Typically the runner will close an incident with an auto-dispatch device, and rules will be written for certain Guest calls to move to Follow-Up window to prompt Guest Service to place a courtesy call to the guest. 3. Click the Edit button from the Follow-up section of the Dispatch Monitor. 4. Click + Response button to add a 2 nd response (1 st response is typically the Runner s completion). 5. Fill in the name of the agent placing follow-up call or issuing compensation in the Assign To field. 6. Click the clock icon to timestamp response. 7. Choose FLWUP (follow-up) or appropriate solution code. 8. Add guest notes. 9. Add a cost only if compensation is issued. 10. Choose a satisfaction level. 11. Choose Resolved if issue is to be closed. 12. System will prompt Would you like to mark the incident as CLOSED? 13. Select Yes and incident will be closed and removed from dispatch monitor. Rapid Response Reference Guide 13