Managing Profile Service Requests
Service Requests are used for incident, complaint or general request tracking and can be associated with a guest profile, reservation or room. You can create service request directly from a profile or through Miscellaneous menu option.
Each service request opened must be resolved and then followed-up at a later date to be completed and closed.
Adding Profile Service Requests
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From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profiles.
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Enter search criteria, click Search.
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Select the profile in the search result, click I Want to . . . and select Service Requests or open the profile and click the Service Requests link in Profile Presentation.
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Click New and complete the following
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Name: Click to search and select a profile. (Defaults to the current profile).
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Code: Enter or select a service request code from the list.
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Priority: Enter or select a priority for the request from the list.
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Date Opened: Enter or select a date. (Defaults to the current calendar date).
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Time: Enter or select a time. (Defaults to the current system time).
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Remarks: Enter any remarks / notes for the request or incident/complaint.
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Click Save.
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Editing Profile Service Requests
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From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profiles.
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Enter search criteria, click Search.
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Select the profile in the search result, click I Want to . . . and select Service Requests or open the profile and click the Service Requests link in Profile Presentation.
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Enter search criteria, click Search.
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Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Edit.
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Update the service request.
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Click Save.
Deleting Profile Service Requests
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From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profiles.
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Enter search criteria, click Search.
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Select the profile in the search result, click I Want to . . . and select Service Requests or open the profile and click the Service Requests link in Profile Presentation.
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Enter search criteria, click Search.
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Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Delete.
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Click Delete to confirm.
Completing Profile Service Requests
The status is updated to Pending Follow Up
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From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profiles.
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Enter search criteria, click Search.
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Select the profile in the search result, click I Want to . . . and select Service Requests or open the profile and click the Service Requests link in Profile Presentation.
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Enter search criteria, click Search.
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Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Complete.
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Enter the following details:
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Contact Method: Select a contact method from the list
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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: Enter or select a date. (Defaults to the current calendar date).
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Time Completed: Enter or select a time. (Defaults to the current time).
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Click Save.
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Closing Pending Follow Up Profile Service Requests
After completion and follow-up, the service request can be closed.
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From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profiles.
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Enter search criteria, click Search.
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Select the profile in the search result, click I Want to . . . and select Service Requests or open the profile and click the Service Requests link in Profile Presentation.
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Enter search criteria, click Search.
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Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Follow-up.
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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: Enter or select a date. (Defaults to the current calendar date).
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Time Completed: Enter or select a time. (Defaults to the current time).
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Click Save.
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Related Topics
Parent topic: Managing Profiles