Managing Service Requests

Prerequisites for 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. You can create service request directly from a reservation or profile or generically via Miscellaneous. Each service request opened must be resolved and then followed-up at a later date to be completed and closed.

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 Requests

1. From the OPERA Cloud menu, select Miscellaneous, select Service Requests.

2. 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: Click to search and select a reservation.

   3. Profile: Select to create a service request for a profile.

      1. Name: Click to search and select a profile.

   4. Room: Select to create a service request a room.

      1. Room: Click to search and select a room.

   5. Code: Select a service request code from the list.

   6. Priority: Select a priority for the request from the list.

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

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

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

3. Click Save.

Editing Service Requests

1. From the OPERA Cloud menu, select Miscellaneous, select Service Requests.

2. Enter search criteria, click Search.

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

4. Update request.

5. Click Save.

Deleting Service Requests

1. From the OPERA Cloud menu, select Miscellaneous, select Service Requests.

2. Enter search criteria, click Search.

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

4. Click Delete to confirm.

Completing (Resolving) Service Requests

1. From the OPERA Cloud menu, select Miscellaneous, select Service Requests.

2. Enter search criteria, click Search.

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

4. 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.

   6. Click Save.

   7. The status is updated to Pending Follow Up.

Closing Pending Follow Up Service Requests

1. From the OPERA Cloud menu, select Miscellaneous, select Service Requests.

2. Enter search criteria, click Search.

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

4. 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: 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.