Incident Tracking Reference Guide

Incident Tracking Reference Guide

Copyright 2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016 Diversified Computer Corp. All rights reserved. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express prior written consent of the publisher. Diversified Computer Corp. retains the right to update or change the contents of this document without prior notice. Diversified Computer Corp. assumes no responsibility for the contents of this document. Names of persons or organizations used as examples in this document are fictitious unless otherwise noted Guestware is a trademark of Diversified Computer Corp. All other trademarks are the property of their respective owners. 100 4th Avenue North, Suite 400 Seattle, WA 98109 www.guestware.com Phone: 206-233-0110 Release 4.30

About Guestware Guestware is a comprehensive CRM software solution designed specifically for the hospitality industry. Guestware encompasses service delivery, guest recognition, and loyalty management to manage your most critical assets - your guests! Guestware is integrated with the property management system (PMS) and the central reservation system (CRS) to provide an independent cost effective global CRM solution. Table of Contents What is Incident Tracking?... 4 To find an Incident Record... 5 Logging Guest Incidents... 6 To create an incident response... 9 To copy an incident record... 10 To Access Group Information:... 11

What is Incident Tracking? Incident Tracking is a module within Guestware used to track, follow-up and report on guest problems, complaints, positive remarks or other issues not requiring an immediate response. Guest incidents span all departments and may include issues reported on manager on duty (MOD) logs, letters, phone calls, face to face interaction or surveys from in house or departed guests. Typically incidents logged in this module do not include requests and problems that need to be dispatched and monitored for response time. This belongs in the Rapid Response module. Benefits of Incident Tracking Ensure guest issues are resolved in a timely manner. It is faster and more efficient than writing information on paper. Ensure the guest is satisfied with problem resolution. Collect valuable data for process improvement. Help lower operating costs through process improvement. Improve Guest satisfaction and loyalty and identify previous issues for Repeat Guests. Objectives of this document This document is intended to supplement the module training you should have already received. Not every topic covered in the training is documented here. This should serve as a basic instruction for the critical functions for this module which include: Understand what Incident Codes are. Log an incident. Link an Incident to a Guest. Create Response(s) for an incident. Edit an incident. Copy an incident record. Find an existing incident Incident Tracking Reference Guide 4

To find an Incident Record 1. Open the Incident Browser by clicking on the Incident icon in the Guestware menu bar. 2. Click on the Find button in the incident browser s tool bar. 3. Select the field you want to search from the dropdown menu. 4. Type your search term into the Look For: line. Note you can type the start of a search term followed by two periods (..) to find anything that starts with your text. For example, if you select to search on Last Name and type Bern.. the system will generate a new list with all guests where the last name starts with Bern Bernard, Bernstein, Bernadette, etc. 5. The search results list can be sorted by clicking any column header to sort by that column s data. 6. To open any incident, select that incident from the list and click the Detail tab. Incident Tracking Reference Guide 5

Logging Guest Incidents The Incident Browser is used to record guest incidents and complaints. The guest may be in-house or departed. Incidents entered can have one or more responses entered as well per code. Logging an incident 1. Click the Incidents icon to open the Incident Log. 2. Click the Add Record icon to create a new incident. 3. Enter the date and time of the incident as reported. The system may be configured to populate the date & time if the Date Auto-fill Enabled option is set to True in the database. These fields may still be edited to display the actual date and time of the original occurrence. Pressing the arrow by the date will display a calendar and another date can be selected. The time field is also editable. 4. Enter the room if known. 5. If the guest is in-house, click the PMS Lookup button to link the incident to the guest. If the guest is not inhouse, the guest must be linked to the incident manually. Click on the Guest Name button. Enter the room number and/or last name to search for the name and click the Find Now button. Highlight the correct guest s name and click the Select button to link the incident to that guest. 6. If this was a staff reported issue, use the Reported By button and select the name of the person who reported the issue. 7. Choose an incident code using one of the following methods: Incident Tracking Reference Guide 6

Keyword Search a) Type a keyword such as rollaway into the Incident Code field and a list of codes with that word will appear. b) Highlight the proper code and left click with the mouse - the code will automatically populate the incident code field. Incident Tracking Reference Guide 7

The Incident Code Tree Icon a) Click on the incident code tree icon next to the incident code field. b) A cascading menu will appear, listing all departments. c) Scroll through the departments, viewing core codes and the detail codes they contain. Locate the code which best describes the incident. d) Highlight the proper code and press the Enter key - the code will automatically populate the incident code field. The Incident Code List a) Click on the Incident Code button to open the incident code list window. b) Search for an incident code, or select an incident code from the list. c) Click OK to select an incident and close the incident code list window. 8. Choose the source (how you received the information, such as GSS, Comment Card, In Person, Letter, etc), if relevant. 9. Record the incident status. If no further follow-up is required, the incident status may be saved as Closed. If additional attention is necessary, mark the status Follow-Up. 10. Type additional notes in the Incident Notes field, if necessary. 11. If no response is necessary at this time, click Save to save the incident. Incident Tracking Reference Guide 8

To create an incident response After entering an incident, you have the option of creating a response for that incident. A response could be as little as assigning the incident to someone, or it could be multiple responses for each incident recorded if more than one associate was needed to resolve a particular problem. Entering one or more Responses in the Incident Browser 1. Click on the Incident system icon in the Guestware menu bar. 2. Locate the incident for which you want to create a response. 3. Click the Edit icon on the far left of the incident to open that incident s detail screen 4. Click on the + Response button on the right side of the incident window. 5. Click the Assign To button and begin typing the name of an associate. Click the name; it will automatically complete the Assign To entry. 6. Enter the date and time that this response is being done by using the dropdown menus by Date/Time. 7. In the Completed field, enter the date and time that this response will be complete. If it is the current date and time, clicking the Clock icon will automatically enter the current date and time. 8. Click the Solution button and choose the appropriate service recovery code or action item for this response. 9. More detailed notes can be logged in Response Notes, if necessary. 10. In the Cost field, you should record the incident resolution s cost to the property. For example, if your response is refunding 1 Night Room and Tax, and that amount is $149.55, then this is the amount you should record. 11. In the Satisfaction field, you can record the level of guest satisfaction. If unknown, this can be left blank. 12. If this response will resolve the incident, then click Resolved: Yes, if it won t, then click Resolved: No. 13. Click Save to save changes to the incident and response. Tips: To add another response, click the +Response button and repeat the above steps. To view responses (if more than one), use the scroll bar located to the right of the response field. Incident Tracking Reference Guide 9

To copy an incident record 1. Open the Incident Browser by clicking on the Incident icon in the Guestware menu bar 2. Locate the incident you want to copy and click the Detail tab. 3. Click the Copy Record button on the right side of the page. 4. A dialog box will open with the following choices: Press Yes to copy the incident and all linked response records. Press No to copy the incident only. Press Cancel to abort. 5. Once you make a selection, you will receive another dialog box asking the following: Press Yes to copy the incident notes. Press No to leave the incident notes blank for the new incident created. Press Cancel to abort. 6. Finish completing the record as detailed above. Incident Tracking Reference Guide 10

To Access Group Information: 1. Click the Groups icon on the Guestware menu bar to open the group information screen. 2. Group information will come from your PMS system automatically based on group market codes. 3. There are 3 tabs at the bottom of the screen. Group List, Group Detail and Group Incidents. 4. Group Incidents will be linked if a request or an incident is logged and the guest has the group code on their PMS reservation. Incident Tracking Reference Guide 11