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
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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: Click to search and select a reservation.
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Profile: Select to create a service request for a profile.
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Name: Click to search and select a profile.
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Room: Select to create a service request a room.
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Room: Click to search and select a room.
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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: 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.
Editing Service Requests
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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 card for the request in the search result, then click the vertical ellipsis Actions menu and select Edit.
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Update request.
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Click Save.
Deleting Service Requests
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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 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 (Resolving) Service Requests
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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 card for the service request in the search result, then click the vertical ellipsis Actions menu and select 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.
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The status is updated to Pending Follow Up.
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Closing Pending Follow Up Service Requests
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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 card for the service request in the search result, then click the vertical ellipsis Actions menu and select 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: 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: Miscellaneous