国际联号酒店前厅客房营销礼宾财务运营管理资料 Formatted GW4 Reporting Training Reference Guide.doc

Version 4 Reference Guide Reporting December 2011 The information in this document is subject to change without notice. The most recent version of this content may be accessed through the help file within GuestWare Version 4. Names of persons or organizations used as examples in this document are fictitious unless otherwise noted. No part of this document may be reproduced or transmitted in any form without the express written permission of Diversified Computer Corp. Copyright and Trademarks © 2011 Diversified Computer Corp. All Rights Reserved GuestWare® is a registered trademark of Diversified Computer Corp. All other trademarks are the property of their respective owners. Reporting Reference Guide Benefits of Reporting? ØEnsure property goals are being met. ØAbility to track the volume of calls being recorded by Guests vs. Associates. ØEnsure proper resolution of Guest issues and/or requests ØAnalyze and pinpoint exactly where issues are stemming from at the hotel. ØHelp lower operating costs through process improvement. ØAbility to schedule and e-mail your needed reports to one person or a group of people. Objectives of this Document: After completing the Reporting training you will be able to: ØUnderstand what filters are. ØRun and print daily, weekly or monthly reports. ØSchedule and/or e-mail your reports to one person or a group of people. To create a report: 1. Click the Reports system icon, to open the Reports creation form. 2. Click the Reports button on the left hand side of the form. 1Reporting Reference Guide 3. Highlight the report you want and click the Select button at the bottom of the form. 4. If you need or want additional information such as "Negative Engineering Issues" at the top of the report, you can type it in the Header field at the top of the form. 5. Then choose your Output As and choose Report Viewer, HTML, or Acrobat Format (PDF) 6. Add needed filters from "More Filters" menu. You also now have the ability to select more than 1 item on a filter list for certain filters. Department Code Matches, for example, you can put a checkmark next to EG and HK, providing information from both of those Departments. a. Department Code Matches i. Allows data to be filtered by an individual department such as EG, HK, FD, etc. b. Core Code Matches i. This allows reports to be filtered on an individual Core Code¼a unique category within a department. c. Incident Code Matches i. This allows reports to be filtered on an individual Detail Incident Code¼a unique individual item. d. Classification Matches i. You can filter incident code classifications by typing Positive, Negative, or Service Request in this field. e. Category Matches i. You can filter incident code classifications by category such as Food & Beverage, Accommodations, or Equipment, etc. f. Priority Matches i. This filter allows reporting on certain priority times, such as 15 Min, or just Scheduled items. g. Cause Matches i. This filter allows reporting on cause such as Climate, Staff Error, Construction, or other causes as specified by your Guestware Administrator. h. Source Code Matches i. This filter allows the data to be filtered by how you heard about this issue. Select Guest, Comment Card, Trip Advisor, GSS, ESS, Email, etc. or others added by your property to filter data by Source of incident. i. Status Matches i. Select Closed, New, Follow-Up, Work Order, In Work, etc. to get only the status needed. j. Reported By Matches i. This filter allows reporting of Associate reported issues by who was recorded as having reported the issue. k. Solution Code Matches i. This filter allows reporting on individual Solution Codes entered as responses. l. Assigned To Matches i. This filter allows reporting on individual associates to whom incidents were assigned. m. Room Matches 2Reporting Reference Guide i. This filter allows reporting individual Room Numbers or Public Area Names. n. Entry By Matches i. This filter allows reporting on individual User Names of who recorded issue in Guestware. o. Room Attribute Matches i. These are established by your property for reporting. For example, let's say you have 2 towers and you want to break down the data by tower, or floor or housekeeping section, then this is where you set those values. Some properties filter by Plumbing Riser, TV Type, or other unique attributes. Consult your Guestware Administrator for property options. p. Room Attribute Value Matches i. In order to use the attributes, you must define the value. For example, let's say you wanted to use the tower example, the Attribute would be tower and the Value would be say North Tower or South Tower. Consult your Guestware Administrator for property options. 7. Click the Create Now button at the bottom of the form. 8. Once the Status column says Complete, the report is ready. To view the report, click the View button next to the report you just created. 9. Your report will open allowing you to view it on screen. You can also use the search option on the report (binoculars) to locate defined text within the report. 10. If you want to print the report to paper, click the printer icon in the upper left hand corner of the report and a print dialogue box will open and you can select which printer to send the report to. 3Reporting Reference Guide Scheduling a report In GuestWare 4 you will now have the added ability to schedule 1 or more reports to run on a user defined schedule. To schedule a report: 1. 2. 3. 4. 5. 6. 7. 8. 9. Click the Report Schedule tab at the bottom of the Reports creation form. Click the Add button in the upper left hand corner. (Green plus symbol/folder) Enter a Schedule name and description for your reports. Click the Schedule button on the top pf your form. Fill out the date you want to begin. Enter the time of day you want the reports to generate. Select the frequency. Enter the number of weeks to generate the report(s), 52 weeks is 1 year. Enter a checkmark for each day of the week you want the reports to generate if you chose Weekly. 4Reporting Reference Guide 10. If you choose Daily, enter the spaces for how often including every so many minutes. 11. If you choose Monthly, Enter the information needed such as what day of the month you want the report(s) 12. Enter the number of days you want the generated reports to expire. To e-mail a report or group of reports to one person or a distribution list 1. Follow the steps to schedule a report above. 2. Once the schedule is created, click the distribution icon on the left (+) to add associates that should get the e-mail for the report(s). 5Reporting Reference Guide 3. Choose the associate they should receive the e-mail. (Keep in mind they must have an e-mail address listed in the associate list first.) 4. Click the add report button on the bottom of the form and select whichever reports you want to add to this schedule. It can be one or more reports per schedule. 6Reporting Reference Guide 5. Each report you add can be filtered individually from one another just as if you were printing each report separately. 6. Output Type for scheduled reports MUST be HTML or Acrobat Format (PDF). 7. When you have all the associates added and all the reports added for this schedule, click the save button at the bottom of the form to save your schedule. 7Reporting Reference Guide Generating a Scheduled Report "On Demand": 1. Click on the Report Schedule tab at the bottom. 2. Highlight the Schedule you wish to process now. 3. Click the Traffic Light to the far right side of your highlighted schedule. 4. It will ask if you want to view the processed reports. 8Reporting Reference Guide Dashboard: 1. The Dashboard Graph tab displays graphical data and comparisons useful for trend analysis. 2. Scroll through the Graph tab using the arrow on bottom right edge as there are more graphs to be displayed: 3. The data tab of each graph will display numerical data for each bar or quadrant displayed. 9