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

Version 4 Reference Guide Administrator Setup 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. Administrator Setup Reference Guide What is Setup & Configuration? Ø Setup options allow the administrator to customize lookup lists and tables, keep the system current with newly added users, associates, rooms & areas, and codes. Ø Auto Dispatch sites can also customize devices and rules. Who should use Setup? Ø Only logins with Supervisor access can enter Setup. Ø We recommend only the GuestWare Administrators have Supervisor Access rights and make all necessary configuration changes. Training Objectives for this module ØTo setup all users and associates needed. ØTo build all Room numbers, Meeting Rooms, Public Areas, and other needed areas - as well as needed Room Attributes. ØTo add site specific "local" Incident Codes. ØTo customize lookup lists such as Source Codes, Solution Codes, and other lists. ØOverview of the Communication Server Rules and Device Manager What is in this for you? ØYou should be comfortable accessing and making needed additions and changes to the GuestWare configuration. Adding Users Go to File, Passwords, Edit User Information: Ø Login ID Login ID's could be the same as employee ID. Ø Full Name Names should be written in proper case. Ø Associate List Name This button enables you to find the name of an existing associate for whom you are creating a User ID. You may also type a user's name into the field and the system will prompt you to add that name to the associate list for new employees. Ø Associate Email Email addresses must be added to the USER information in order to subscribe to reports. 1Administrator Setup Reference Guide Ø Access Right There are six tiers of Access Rights. None, Read Only, Data Entry, Edit (standard access that allows edits to records, dispatch and close tickets, and add solutions), Delete, and Supervisor (administrator access). Ø Language This allows base language to be changed. Additionally, if you have an associate who needs to receive messages on a device or receive a PM Checklist in a different language other than the default, a user account must be setup and the language defined. Ø Disable Login Disables login and password but retains user for reporting. Ø Password Sets user password for login (or can be edited later by Administrator) Ø Guest ID This is what links the incident to a guest profile. Ø Applications Tab Allows user access to be defined by module rather than overall. Configuration buttons allow filters to be added (such as filtering Dispatch to only show selected departments). Adding Associates Why add an Associate? ØNames on the Associate list appear in Reported By and Assign To fields. ØThe Associate List also allows Auto Dispatch devices to be assigned to individuals. ØThis is also where Quick Connect ID's are assigned. ØAlso note the users will generally already have Associate names created. It is recommended to build Users first! How to add an Associate Go to List, Associate: Ø Associate This is normally where you would enter the name of the associate who will be carrying a device, be assigned tasks in Guestware, or reporting issues. Ø Full Name This lookup list allows Associate to be linked to a user name (also sometimes User Name may be Robert Smith but the Associate Name is created as Bob Smith, for example as it is more commonly recognized) Ø Department, Shift, Department, Phone Number Hourly Rate, Trade, Pager Number, Email Address These are optional fields added for reference. Note: Email Address must be added from USER for associates to subscribe to reports (not Associate)! Ø Active This box can be unselected so that Associate Name does not appear in lookup lists such as Assign To and Reported By, but is retained for tracking and reporting. 2Administrator Setup Reference Guide Ø IVR PIN Number For Quick Connect associates, the 4 digit PIN (1000-1999) is added here. Adding Room Numbers and Public Space How to a Add Room Type 1. 2. 3. 4. Go to File, Setup, and click on Room Types. Click the "+ Record" button. Type the desired Room Type in the Room Type Column. It is recommended that you add all needed PMS room types as well as PUBLIC, MEETING, and STAFF. How to Add Room Attributes 1. Go to File, Setup, and click on Room Attributes. Add needed floors, buildings, and sections for Auto Dispatch Rules and Reporting. 2. Click the "+ Record" button. 3. Type the desired Room Attribute in the Attribute Column. 4. In Data Type column, choose Text if Attribute is a text field or Lookup List if you will be predefining choices. 5. For Lookup List data type only: Click the Edit button next to Lookup List and the "+ Value" button for each predefined value. How to Delete a Room Attribute Record Click on the red X (Delete Record) to remove unneeded Room Attributes. How to Create a Room List Batching 1. 2. 3. 4. Go to List, Room List. Click the Room tab at the bottom of window. Click the Batch button. Add batches of consecutive Room Numbers using Beginning Room Number and Ending Room Number fields. 5. You may also choose to add consecutive Sections in the Beginning Sections and Ending Sections fields and last 2 digits if Room Numbers using Beginning Room Number and Ending Room Number fields to batch various floors in the same pattern. 6. Use the + Attribute button to batch buildings or sections to the rooms entered. 7. Click the Add button. Room Types 3Administrator Setup Reference Guide To add an individual Room, Public Space, Meeting Rooms, Other Areas 1. Go to List, Room List. 2. Use the Add Record (+) to add needed public areas, elevators, meeting rooms, outlets, and spaces to the room list. 3. Add appropriate room types to each record. 4. Add any needed attribute using the Room tab and the "+ Attribute" button. 5. Click the Save button. General Tab Ø Location ID and Hotel Name Check spelling of Location ID (MARSHA Code) and Hotel Name. Reminders Ø Reminder Enabled Set to True for Dispatch Reminders. Ø Reminder Audible Beep Set to true for audible Reminder tones. Ø Reminder Beep frequency Set interval in milliseconds (ex.: 30000 = 30 seconds between single beeps). Location ID and Hotel Name ØCheck spelling of Location ID (MARSHA Code) and Hotel Name. Incident Tracking Tab ØDate Autofill Enabled Setting to True allows autofill of current date & time for Incidents and Work Orders. ØDepartments Check the listed Departments and add or customize as needed. You do have the ability to make codes "active" or "inactive" by clicking the checkbox to the extreme right of the department code description. By making a code "inactive" it also make all associated incident codes inactive. A radio button at the bottom of the list allows you to display active, inactive or all codes as needed. ØCategories Check the listed Categories and add or customize as needed. ØIncident Codes Button The Default List is very comprehensive! Management company may chose to lock down a standard list of codes (referred to as Global). Review the Core Code and Incident Code concept. The hotel can add its own needed site specific "Local" Incident codes: 1. Click on the green "+" Add Record button. 2. Type: Determine is what type of code is needed, a "Core Code" or a "Detail Code". (A core code is a general, category type of code such as "Television Problem". A detail code is much more specific, something that best describes the issue, such as "Picture Fuzzy") 3. Department: Choose the appropriate Department. 4Administrator Setup Reference Guide 4. If Core Code: In the Core Code field enter the next available Core Code number for the Department you are editing (Example, if the last cored code used was HK11 you would enter a 12). The Core Code value should be NUMERIC. 5. If Detail Code: For Detail Codes, choose the appropriate Core Code from the Core Code lookup list that best categorizes the task you are adding. In the Detail Code field Enter a 2 or 3 Letter abbreviation of the task you are adding. 6. Description: Type the full description. Capitalize the first letter of each word for consistency. Pay attention to keywords so that the Rapid Search feature will capture the task. 7. Short Description: Enter an abbreviated description in ALL CAPITAL LETTERS. 8. Category: Choose the most appropriate Category from the lookup list. 9. Priority: Choose the most appropriate Priority needed to complete the task. 10. Classification: Choose the appropriate Classification ellipse (select Positive, Negative, or Service Request). 11. Languages: (Only if needed) The Languages button can be used to translate into other languages if needed. 12. Click Create. 13. Click Save. You do have the ability to make codes "active" or "inactive" by clicking the checkbox to the extreme right of the incident code description. A radio button at the bottom of the list allows you to display active, inactive or all codes as needed. Ø Solution Codes Button 1. 2. 3. 4. 5. Click on the green "+" Add Record button. Enter an abbreviated description (in Capital Letters) in the Solution Code Column Enter a Full Description in the Description Column Add a Cost if a predefined cost default is desired. Click Save. Ø Source Codes Button 1. Click on the green "+" Add Record button. 2. Enter the Description in the Source Column 3. Click Save. Ø Published Incident Codes Button (2-way PMS interfaces only) Published Incident Codes will interface past incidents as Service Alerts in PMS. Sites can elect to Publish All Codes or "+" Add Record button to add only specific Core Codes (or Detail Codes) to PMS. NOTE: PMS may only print the most recent 4 incidents for a single guest! Some Auto Dispatch devices will need the sites to Publish All Codes. 5Administrator Setup Reference Guide Rapid Response Tab Ø New Call Lead Time This setting (in minutes) determine when a Request appears in the Dispatch Monitor for newly entered and scheduled calls (example 120 - calls will be displayed in the Dispatch Monitor 2 hours before due). Ø New Call Row Count and Dispatched Call Row Count The standard setting is 5 but the number if displayed rows can be increased for sites with larger monitors. Ø Enable Third Incident Status and Fourth Panel (Optional) Setting these fields to True allows a 3rd and a 4th status to be displayed in Dispatch (ex: Work Order and Followup). If you enable the 3rd or 4th, you need to also define what the status will be. Ø Shifts Button (Optional - for Auto Dispatch Sites Only) For Auto Dispatch sites, the shifts button can be used if Rules are based on time of day. It is important to note that no crossover of times is allowed (Example: If Engineering AM shift ends at 3:00 PM then Engineering PM shift must start at 3:01 PM). 1. Click on the green "+" Add Record button. 2. Enter a Shift Name. 3. Choose a Department. 4. Enter a detailed Description. 5. Enter a Start time for Sunday. Click the Fill Down button if this time is the same for the remaining days of the week. Otherwise enter a start time for each day. 6. Enter an End time for Sunday. Click the Fill Down button if this time is the same for the remaining days of the week. Otherwise enter an end time for each day. 7. Click Save. ØRequest Buttons Button Use the "+" Add Record button from this menu to add the Quick Entry Request Buttons to the Request module. It is recommended that Core Codes are used for commonly entered categories, so that the tree of items is displayed when depressed (Example: HK4 Room Amenity Request). Detail Codes can also be used, but will not display a sublist if selected. Up to 10 Request Buttons may be predefined. To Edit a Request Button: 1. Highlight the Incident Code you wish to change. 2. Use the lookup list to select another Incident Code. 3. Click Save. ØPriorities Button Additional Default Priorities can be added for Requests, Incidents, and Work Orders. Response Time column must be added in MINUTES (Example Priority Code 1 Week, Response Time 10080). 1. 2. 3. 4. Click on the green "+" Add Record button. Enter the Name of the Priority in the Priority Code field (Example: 20 Min). Enter the Response Time in minutes (Example: 20). Click Save. 6Administrator Setup Reference Guide Guest Recognition Tab ØArrival Days to Search This setting determines the number of days queried when Guestware Arrivals are processed (typically set to number of advance days reservations are PA'd to PMS or 3) ØMarket Code Enabled & Market Code Filter Type If Market Code Enabled is set to True and Market Code Filter Type is set to Exclusive, any market code created from the Market Codes button will be filtered from arrivals. This is helpful for sites that have contract rooms or airlines. ØDays to Hold Departures This setting determines the number of days departures are held before auto-pruning. For most properties this setting is recommended to be slightly longer than a year to account for annual guests (ex. 395 days). ØGuest List Departure Days This setting determines the number of days departures appear in the Guest List by default (typically 7). ØGuest Preferences Button Sites should add Local Preferences (Views, Room Locations, Site Specific Marketing Interests, Favorites, etc.). 1. Press the "+" Add Record button. 2. Enter the Preference Name. 3. Choose a Type. 4. Choose a Type from the lookup list. Sites can choose a Data Type of Lookup List (predetermined values users can select from a drop-down menu), Text (freelance type), or Number. 5. If Lookup List is selected, press the Lookup List icon and the "+" Value button to add the needed predefined options. 6. Default checkbox will place fi