国际联号酒店前厅客房营销礼宾财务运营管理资料 Formatted GW4 Incident Tracking Training Reference Guide

1、Version 4 Reference Guide Incident Tracking December 2011 The information in this document is subject to change without notice. The most recent version of this content may be accessed through the help file within GuestWare Version 4. Names of persons or organizations used as examples in this documen

2、t are fictitious unless otherwise noted. No part of this document may be reproduced or transmitted in any form without the express written permission of Diversified Computer Corp. Copyright and Trademarks 2011 Diversified Computer Corp. All Rights Reserved GuestWare is a registered trademark of Dive

3、rsified Computer Corp. All other trademarks are the property of their respective owners. What is Incident Tracking? Incident Tracking is a module within GuestWare used to track, follow-up and report on guest problems, complaints, positive remarks or other issues not requiring an immediate response.

4、Guest incidents span all departments and may include issues reported on manager on duty (MOD) logs, letters, phone calls, face to face interaction or surveys from in house or departed guests. Typically incidents logged in this module do not include requests and problems that need to be dispatched an

5、d monitored for response time. This belongs in the Rapid Response module. Benefits of Incident Tracking? Ensure guest issues are resolved in a timely manner. It is faster and more efficient than writing information on paper. Ensure the guest is satisfied with problem resolution. Collect valuable dat

6、a for process improvement. Help lower operating costs through process improvement. Improve Guest satisfaction and loyalty and identify previous issues for Repeat Guests. Objectives of this document: This document is intended to supplement the module training you should have already received. Not eve

7、ry topic covered in the training is documented here. This should serve as a basic instruction for the critical functions for this module which include: Understand what Incident Codes are. Log an incident. Link an Incident to a Guest. Create a Response(s) for an incident. Edit and incident. Copy an i

8、ncident record. Find an existing incident To Find an Incident Record: 1. 2. 3. 4. Open the Incident Browser by clicking on the Incident icon in the GuestWare icon bar Click on the Find button in the tool bar. Select the field you want to search in the drop down list. Type the information into Look f

9、or: line. Note you can type the first portion of the text followed by two periods (.) to find anything that starts with your text. For example if you select to search on Last Name and type Bern. the system will generate a new list with all guests where the last name starts with Bern 5. Once the list

10、 is displayed, you can sort and find the incident within the list and click Detail to view the incident details. 6. You also have the ability to sort the columns by clicking on the column heading and the ability to move the columns around by clicking and dragging them where you want. 1Incident Track

11、ing Reference Guide 2Incident Tracking Reference Guide Logging Guest Incidents The Incident Browser is used to record guest incidents and complaints. The guest may be in-house or departed. Incidents entered can have one or more responses entered as well per code. To log an Incident: 1. Click the Inc

12、idents icon, to open the Incident Log. 2. Click the Add Record icon on the top of this window. 3. Enter the date and time of the incident as reported. The system may be configured to populate the date & time if the Date Auto-fill Enabled is set to True in the database. These fields can still be edit

13、ed to display the actual date and time of the original occurrence. Pressing the arrow by the date will display a calendar and another date can be selected. The time field is also editable. 4. Enter the room if known. If guest is in house, only, then can you use the PMS Lookup button. 5. If the guest

14、 is not in-house, we must Link the incident to the Guest. Double click on the guest name button. 6. Enter the room number and/or last name to search for the name and click the Find Now button. 7. Highlight the name and click the Select button. The entry is now linked. 8. If this was a staff reported

15、 issue use the Reported By button and select the name of the person who reported the issue. 9. Choose an incident code using one of the following methods: 3Incident Tracking Reference Guide Typing a keyword in the incident code field. a) Type a keyword such as rollaway into the Incident Code field a

16、nd a list of codes with that word will appear. b) Highlight the proper code and left click with the mouse - the code will automatically populate the incident code field. Clicking on the cascade icon next to the incident code field. a) Click on the cascade icon next to the incident code field. b) A c

17、ascading menu will appear, listing all departments. c) You can scroll through the departments, viewing core codes and the detail codes they contain. Locate the code which best describes the issue your want to log. d) Highlight the proper code and press the Enter key - the code will automatically pop

18、ulate the incident code field. 4Incident Tracking Reference Guide 10. Choose the source, (how you received the information such as GSS, Comment Card, In Person, Letter, etc.). 11. Make certain to record the status of this incident. If there will be no further responses, you will want to use Closed.

19、If a response will be completed later, perhaps Follow-up will be used. 12. Type additional notes in the Incident Notes field if necessary. 13. If no response is being completed at this time, to save the entry click save. Creating a Response to an Incident After entering an Incident, you have the opt

20、ion of creating a response for that incident. A response could be as little as assigning the incident to someone, or it could be multiple responses for each incident recorded if more than one associate was needed to resolve a particular problem. To Create one or more Responses in the Incident Browse

21、r: 1. Click on the Incident system icon in the GuestWare Icon bar. 2. Locate the Incident for which you want to create a response. 3. Click on Edit icon on the far left of the incident; this will allow you to make changes to the logged incident. 4. Click on the +Response button on the right side of

22、the page. 5. Click the Assign To button and begin typing the name of the associate that has or will be taking care of the issue. Click the name; it will automatically complete the Assign To entry. 6. Enter the Date and Time that this response is being done by using the arrows by Date/Time. 7. In the

23、 Completed field, enter the date and time that this response will be complete, if it is the current date and time there is a small clock to the right that will enter this for you by clicking on it one time. 8. Click the Solution button and choose the appropriate service recovery code or action item

24、for this Response. 5Incident Tracking Reference Guide 9. More detailed notes can be logged in Response Notes, if needed. 10. In the Cost field, you should record the cost to the property. For example, if your response is refunding 1 Night Room and Tax, and that amount is $149.55, then this is the am

25、ount you should record. 11. In the Satisfaction field, you can record the level of Guest Satisfaction, if not known this can be left blank. 12. If this response will resolve the incident, then click Resolved: Yes, if it wont, then click Resolved: No. 13. Save the incident and the response by clickin

26、g Save. 6Incident Tracking Reference Guide Tip: To add another response, click the +Response button and repeat the above steps. To view responses if more than one, use the scroll bar located to the right. To Copy an Incident Record: 1. 2. 3. 4. 5. 6. 7. 8. Open the Incident Browser by clicking on th

27、e Incident icon in the GuestWare icon bar Locate the Incident you want to copy and click the Detail tab. Click the Copy Record button on the right side of the page. A Dialog box will open with the following choices: Press yes to copy the incident and all linked response records, Press no to copy the

28、 incident only, Press cancel to abort. If you want the top incident information as well as the responses that were linked to the original incident, press yes, but if all you want is the top incident information then press no and if you made an error and want to stop, and then press cancel. Once you make a selection, you will receive another dial