Introduction:
This guide outlines the process from the initial guest report to the creation of a work order, ensuring a seamless and efficient workflow.
Guest Report:
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When guests report an issue, whether through a call or message, gather as many details as possible.
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Troubleshoot the reported issue to determine the nature and severity. Use the troubleshooting guide below:
Troubleshooting guide -
Ask the guest to provide pictures if possible.
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Check with guests if they are comfortable with maintenance teams entering the unit without their presence.
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Make sure to leave a comment in the reservation dialogue.
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Create a Work Order
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Mark the reservation as attention needed/challenging/urgent challenging depending on the severity of the issue.
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Report in the proper chat (if needed)
Work Order Creation:
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Click on the “More” section in the reservation.
- Choose “Maintenance” -> “Create work order”.
3. You need to add a “Title” -> “Type”-> “Status”->”Priority”.
4. In the “Description” include detailed information from the guest report, such as the nature of the issue, location within the unit, and any relevant troubleshooting steps taken.
5. After securing the guest's approval for maintenance to enter the unit, ensure to include this information in the description of the work order.
6. Add the pictures (if provided).
7. Ensure that the "Send SMS/EMAIL to area manager after creation" boxes are checked.
By following this guide, we can streamline the process of creating work orders, ensure guest consent for maintenance access, and provide efficient resolution to reported issues, ultimately enhancing guest satisfaction and experience.