Tabs
What tab should you select when doing pre arrival planning?
What type of case will you create if a guest tells you when they are checking out that the AC didn't work in their room?
You would create a work order, because this does not immediately affect the guest.
If a guest reports an issue but is upset at the resolution and wants to speak with a manager, how would you note this in the case?
You can select needs follow up in the case so a manager will follow up with the guest.
In the GPS report when you click on a guest name what happens?
It will bring you to the guest profile.
The cases tab.
What reservation status would you select when on your GPS report a guest requests a feather free room?
You would select pre-arrival because it needs to be done before the guest arrives.
How are you notified that there is a new case or chat to address?
On the desktop there is a ticker that shows how many new cases or chats there are and it will blink yellow. On your mobile device it will send an alert and a ring tone will go off.
When you click the arrow in the action area of the GPS report what will this allow you to do?
You can create a case or amenity or note that they were contacted.
What tab would you select to post something to another employee on empower?
The chatter tab.
If a guest tells you that the remote is not working and that they need 2 sets of towels how can you create 2 cases at the same time?
After you put in the first case, there is a plus sign to select that will allow you to create another request.
How long do you have to complete a case for a guest request/issue before it is escalated to a manager?
15 minutes.
If you select the guest email in the GPS report what will happen?
It will open up a new email to allow you to contact the guest easily.
What tab would you select if a guest requests information about another hotel and the rates?
The reservation app tab.
If a guest requests to have their room cleaned in an hour, how can you put this into the case?
You would select do it later, then you can choose override priority to 60 min.
When a new chat is created, how long do you have to respond to the guest before it is escalated to a manager?
You have 10 minutes.
What information is listed in the service details section of the GPS report?
This will note special service codes and any comments.
What tab would you select if you wanted to look at the top service requests?
The dashboards tab.
You would select the case by clicking on the case number, then go to edit, then in the status drop down menu select accepted.
What report would management use to look at the top ten rooms with issues?
The executive summary report.
If you click on loyalty preferences under the guest name what will this bring you to?
It will give you information about the preferences a guest has selected on their profile to assist you in pre arrival planning.