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

1. From the OPERA Cloud  menu, select Client Relations, select Profiles, and then select Manage Profiles.

2. Enter search criteria, click Search.

3. 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.

4. Click New and complete the following

   1. Name: Click to search and select a profile. (Defaults to the current profile).

   2. Code: Enter or select a service request code from the list.

   3. Priority: Enter or select a priority for the request from the list.

   4. Date Opened: Enter or select a date. (Defaults to the current calendar date).

   5. Time: Enter or select a time. (Defaults to the current system time).

   6. Remarks: Enter any remarks / notes for the request or incident/complaint.

   7. Click Save.

Editing Profile Service Requests

1. From the OPERA Cloud  menu, select Client Relations, select Profiles, and then select Manage Profiles.

2. Enter search criteria, click Search.

3. 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.

4. Enter search criteria, click Search.

5. Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Edit.

6. Update the service request.

7. Click Save.

Deleting Profile Service Requests

1. From the OPERA Cloud  menu, select Client Relations, select Profiles, and then select Manage Profiles.

2. Enter search criteria, click Search.

3. 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.

4. Enter search criteria, click Search.

5. Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Delete.

6. Click Delete to confirm.

Completing Profile Service Requests

The status is updated to Pending Follow Up

1. From the OPERA Cloud  menu, select Client Relations, select Profiles, and then select Manage Profiles.

2. Enter search criteria, click Search.

3. 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.

4. Enter search criteria, click Search.

5. Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Complete.

6. Enter the following details:

   1. Contact Method: Select a contact method from the list

   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: Enter or select a date. (Defaults to the current calendar date).

   5. Time Completed: Enter or select a time. (Defaults to the current time).

   6. Click Save.

Closing Pending Follow Up Profile Service Requests

After completion and follow-up, the service request can be closed.

1. From the OPERA Cloud  menu, select Client Relations, select Profiles, and then select Manage Profiles.

2. Enter search criteria, click Search.

3. 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.

4. Enter search criteria, click Search.

5. Select the card for the service request in the search result, then click the vertical ellipsis Actions menu and select Follow-up.

6. 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: Enter or select a date. (Defaults to the current calendar date).

   4. Time Completed: Enter or select a time. (Defaults to the current time).

   5. Click Save.