Creating incident requests

Create and update hospitality-based incident request records.

To create incident requests:

  1. Select Work > Verticals > Hospitality > Incident Requests.
  2. Click New Record.
  3. Specify this information:
    Find Guest By
    Choose one of the following options to search for a guest:
    • Room
      Select to locate guests by their room assignment.
    • Employee
      Select to locate the hospitality employees by their employee codes.
    • Employee Name
      Select to locate the hospitality employees by their names.
    • Last Name
      Select to locate guests by their last names.
    • First Name
      Select to locate guests by their first names.
    • Phone
      Select to locate guests by their phone numbers.
  4. Enter data in that contains, e.g., if you chose to search by Phone, enter the phone number, and then click Search to begin the search process.
    Note: If exactly one match is found by the room, the system populates Room, the room description, and Room Property.

    If exactly one match is found by the guest's last name, first name, or phone number, the system populates the information in the Guest Information section.

  5. Enter the guest's first, middle, and last name.
  6. Specify this information:
    VIP Status
    Select the guest's VIP status.
    Employee
    Specify the employee responsible for the incident request. The system automatically populates the employee description.

    Enter the guest's E-mail Address and Phone Number.

    Room
    Specify the room where the incident occurred. The system automatically populates Room, the room description, and Room Property.
    Problem Code
    Specify the code identifying the incident problem. The system automatically populates the service problem code description and Problem Code Property.
    Incident Details
    Specify details of the incident as necessary.
    Copy to WO Comments
    Select to copy the work order comments to the incident request.
    Property
    Specify the property of the request.
    Status
    Select the status for the request.
    Source
    Select the request source.
    Type
    Select the request type.
    Assigned To
    Specify the person responsible for the property, this is typically the property manager, housekeeping, or building maintenance personnel. The system automatically populates Request Date and Request Taken By.
    Work Order
    Specify the work order for the incident request. The system automatically populates Standard WO and Duplicate.
    WO Priority
    Select the work order priority.
    WO Property
    Specify the property at which to perform the incident work.
  7. Click Save Record.
    The system automatically populates Incident Request.
    Note: To create a work order based on the incident request, enter the room and problem code for the incident, and then click Create WO.

    To email the guest, click Email Guest.

    To create another guest request based on the guest information and another incident, click Create Another Guest Request.