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

Overview Ø What is Rapid Response? Ø Benefits of Rapid Response? Rapid Response Training Outline NOTES _ _ _ Ø Training Objectives for this module Ø What is in this for you? Ø Review of Incident Codes Request Entry Ø Trainer Demonstration of Logging a Request o WOW -This really is faster than writing it down Ø Logging a Request (Critical Need to Know) o Guest vs Associate o Room lookup o PMS look-up o Linking to a guest profile o Linking to a group o Selecting the incident code § Quick Keyword Search § Top 10 button § Is it a problem or request o Priority of a request (resolution time) o Adding notes o Assigning the request o Manual versus auto dispatch o Saving the request Ø Attendee follows along logging a request Ø Q&A Ø Additional Tips and Tricks (Nice to Know): o Copying a request o Multiple requests for same guest o Viewing prior issues for a guest o Can't find the code o Open issue for the room or Duplicate request GuestWare Training Outline 1_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ DCC Confidential Rapid Response Training Outline oPrint button oAssociate reporting for a guest NOTES _ Ø Work Shop Exercises o Exercises shown on overhead Ø Review with Class (Q&A) Using the Dispatch Monitor Ø WOW - Which is faster? Searching paper logs or using the Dispatch Monitor? Ø What is Dispatch Monitor for? Ø Overview of Dispatch Monitor and functions o New calls § Elapse time § Auto-dispatch status § Notes § Opening incident o Dispatched calls § Viewing status o Sorting and window sizing o Reminders Ø How to manually dispatch a new request Ø How to manually close a request Ø How to add details while closing a request Ø Converting a request to a work order Ø Additional Topics with Auto-dispatching § Checking status of a "Auto dispatch" request § Resending a request § No response from Runner § Troubleshooting _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ GuestWare Training Outline 2DCC Confidential Ø Follow along §§Dispatching a request Closing a request Rapid Response Training Outline NOTES _ Ø Q&A §§Adding details while closing Converting a call to a work order _ _ _ Ø Other nice to know topics o Third Status Option on Call Monitor Ø Work Shop Exercises (See overhead) Ø Optional things o Filtering request monitor Ø Quiz _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ GuestWare Training Outline 3DCC Confidential