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

From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
Click New complete the following:.
1. Service Type: Select from the options.
2. Reservation: Select to create a service request for a reservation.
  1. Confirmation: Search and select a reservation.
3. Profile: Select to create a service request for a profile.
  1. Name: Search and select a profile.
4. Room: Select to create a service request a room.
  1. Room: Search and select a room number.
5. Code: Select a service request code from the list.
6. Priority: Select a priority for the request from the list.
7. Date Opened: Defaults to the current calendar date.
8. Time: Defaults to the current time.
9. Remarks: Enter any remarks / notes for the request or incident/complaint.
Click Save.

Editing Service Request

From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
Enter search criteria, click Search.
Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
Select the card for the request, click Vertical Ellipsis and click Edit.
Update request.
Click Save.

Deleting Service Request

From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
Enter search criteria, click Search.
Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
Select the card for the request, click Vertical Ellipsis and click Delete.
Click Delete to confirm.

Completing (Resolve ) Service Request

From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
Enter search criteria, click Search.
Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
Select the card for the request, click Vertical Ellipsis and click Complete.
The Complete Service Request page is displayed. Enter the following details:
1. Contact Method: Select a contact method.
2. Contacted By: Enter your name or who contacted the guest to complete the request.
3. Action Taken: Enter details of the action taken.
4. Date Completed: Defaults to the current calendar date; you can update.
5. Time Completed: Defaults to the current time; you can update.
Click Save.

Following up (Closing) Service Request

From the OPERA Cloud menu, select Miscellaneous, select Service Requests.
Enter search criteria, click Search.
Select the reservation in the search result, click I Want To..., select Service Requests or click the Service Requests link in Reservation Presentation.
Select the card for the request, click Vertical Ellipsis and click Followup.
The Close Service Request page is displayed. Enter the following details:
1. Closed By: Enter your name or who contacted the guest to close the request.
2. Action Taken: Enter details of the action taken.
3. Date Completed: Defaults to the current calendar date; you can update.
4. Time Completed: Defaults to the current time; you can update.
Click Save.