Managing Service Requests
Service Requests are used for incident, complaint or general request tracking and can be associated with a guest profile, reservation or room.
Each service request opened must be resolved and then followed-up at a later date to be completed and closed.
You can create service request directly from a reservation or profile or generically via Miscellaneous.
You can report on the current service requests via the Service Requests Report and Service Request Comparison reports - For more information, see Miscellaneous Reports.
Adding Service Request
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From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
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Click New complete the following:.
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Service Type: Select from the options.
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Reservation: Select to create a service request for a reservation.
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Confirmation: Search and select a reservation.
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Profile: Select to create a service request for a profile.
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Name: Search and select a profile.
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Room: Select to create a service request a room.
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Room: Search and select a room number.
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Code: Select a service request code from the list.
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Priority: Select a priority for the request from the list.
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Date Opened: Defaults to the current calendar date.
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Time: Defaults to the current time.
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Remarks: Enter any remarks / notes for the request or incident/complaint.
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Click Save.
Editing Service Request
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From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
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Enter search criteria, click Search.
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Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
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Select the card for the request, click Vertical Ellipsis and click Edit.
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Update request.
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Click Save.
Deleting Service Request
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From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
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Enter search criteria, click Search.
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Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
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Select the card for the request, click Vertical Ellipsis and click Delete.
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Click Delete to confirm.
Completing (Resolve ) Service Request
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From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
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Enter search criteria, click Search.
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Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
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Select the card for the request, click Vertical Ellipsis and click Complete.
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The Complete Service Request page is displayed. Enter the following details:
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Contact Method: Select a contact method.
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Contacted By: Enter your name or who contacted the guest to complete the request.
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Action Taken: Enter details of the action taken.
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Date Completed: Defaults to the current calendar date; you can update.
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Time Completed: Defaults to the current time; you can update.
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Click Save.
Following up (Closing) Service Request
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From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
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Enter search criteria, click Search.
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Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
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Select the card for the request, click Vertical Ellipsis and click Followup.
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The Close Service Request page is displayed. Enter the following details:
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Closed By: Enter your name or who contacted the guest to close the request.
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Action Taken: Enter details of the action taken.
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Date Completed: Defaults to the current calendar date; you can update.
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Time Completed: Defaults to the current time; you can update.
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Click Save.