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.docx

GuestWreVersion 4 Reference GuideAdministrator SetupDecember 2011The 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 Guest Ware 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 ReservedGuestWare is a registered trademark of Diversified Computer Corp.All other trademarks are the property of their respective owners.GuestWreAdministrator Setup Reference GuideContact Item Types ButtonThe Contact Item Types button is used to add any attachment media types (picture, letter, email, etc.) to be added to Guest Profiles.1. Press the "+" Add Record buttonEnter a Type name (Ex.: Photograph). 3. ClickSave.Facilities TabWork order SourceShould be STAFF for most hotels.Reference Numbers EnabledShould be FALSE for most hotels. Note: Hotels using paper forms and wish users to type in a predetermined reference number can set to TRUE.Work Order ButtonsUse the "+" Add Record button from this menu to add the Quick Entry Request Buttons to the Work Order module. It is recommended that Core Codes are used for commonly entered categories, so that the tree of items is displayed when depressed (Example: EG3 Plumbing Problem). 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. ClickSave.PM SettingsNote: Remaining Facilities settings are for PM's. These settings are covered in the Room Preventive Maintenance documentation.Communication Server TabAuto Dispatch EnabledThis setting should be set to TRUE for auto-dispatch sites only.Auto Dispatch ButtonThis setting should be set to TRUE for auto-dispatch sites only.Scheduled Lead TimeThis setting should be set to the number of minutes in advance of the Due Time for a scheduled task to be auto-dispatched. That time is set under the Resolve By field in the Rapid Response Request screen.GuestWreAdministrator Setup Reference GuideReports and Graphs TabDefault Report Expiration DaysThis setting should be set to number of days subscribed reports are available for viewing in the application (typically 30). Note: Users should save a copy of any reports they wish to keep outside the application before this time is exceeded.Rapid Response Communication ServerDevicesFrom Main Menu, choose Rapid Response, and select Communication Server, Click on the Devices tab. Currently used devices should be checked as Active. The current carrier of any given device should be selected from the Assigned To lookup listNote: All Call Center users should be familiar with the assignment process! They need to do this on each shift.RulesClick on the Rules tab. Currently used rules should be checked as Enabled. Auto Dispatch uses a hierarchy method to determine valid rules for dispatching. The Communication Server looks for a valid rule with all conditions matched (see Conditions tab). The first rule with all conditions met is utilized. Therefore, it is important that rules with specific conditions such as shifts, room attributes, specific codes, etc. be listed BEFORE the more general rules such as Department condition. The Guestware Administrator should familiarize how to change Escalation Times on Events and making basic changes to Devices.Note: It is highly recommended that for new configuration, paging reconfigurations, etc. that administrators contact Support for assistance unless extremely familiar with the Rules setup & configuration. Guestware can send an order form for significant changes.LettersCreating Letters (You must have Microsoft Word Installed on the client PC)1. From File go to Letter List.10GuestWreGuestWreAdministrator Setup Reference GuideClick the Add Record Icon.2. Fill in the Letter Name, Description and Department (if applicable).3. Click the Edit button on the far right of the letter. This will open your letter in Microsoft Word.4. Ensure the “Mail Merge" toolbar is active by right-clicking on the top of the MS Word screen.5. Use the "Insert Merge Field" button to create your letter salutation by inserting the appropriate fields. Make sure you select fields from the "database fields" and not from ''address fields11.11GuestWreAdministrator Setup Reference Guide6. Configure the body of your letter or paste in the body from a pre-existing document. 8. Press the "save" button" on your Word document. 9. Press the "save" button on the Letter List screen.12GuestWreAdministrator Setup Reference GuideWhat is Setup & Confiauration?Setup options allow the administrator to customize lookup lists and tables, keep the system current with newly added users, associates, rooms & areas, and codes.Auto Dispatch sites can also customize devices and rules.Who should use Setup?Only logins with Supervisor access can enter Setup.We recommend only the GuestWare Administrators have Supervisor Access rights and make all necessary configuration changes.Traininq Objectives for this moduleTo setup all users and associates needed.To build all Room numbers, Meeting Rooms, Public Areas, and other needed areas - as well as needed Room Attributes.To add site specific "local" Incident Codes.To customize lookup lists such as Source Codes, Solution Codes, and other lists.Overview of the Communication Server Rules and Device ManagerWhat is in this for you?You should be comfortable accessing and making needed additions and changes to the GuestWare configuration.Adding UsersGo to File, Passwords, Edit User Information:Login IDLogin ID's could be the same as employee ID.Full NameNames should be written in proper case.Associate List NameThis 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.Associate EmailEmail addresses must be added to the USER information in order to subscribe to reports.GuestWreAdministrator Setup Reference GuideAccess RightThere 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).LanguageThis 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.Disable LoginDisables login and password but retains user for reporting.PasswordSets user password for login (or can be edited later by Administrator)Guest IDThis is what links the incident to a guest profile.Applications TabAllows 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).Addina AssociatesWhy add an Associate?Names on the Associate list appear in Reported By and Assign To fields.The Associate List also allows Auto Dispatch devices to be assigned to individuals.This is also where Quick Connect ID's are assigned.Also note the users will generally already have Associate names created. It is recommended to build Users first!How to add an AssociateGo to List, Associate:AssociateThis is normally where you would enter the name of the associate who w川 be carrying a device, be assigned tasks in Guestware, or reporting issues.Full NameThis 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)Department, Shift, Department, Phone Number Hourly Rate, Trade, Pager Number, Email AddressThese are optional fields added for reference. Note: Email Address must be added from USER for associates to subscribe to reports (not Associate)!ActiveThis 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.GuestWreAdministrator Setup Reference GuideIVR PIN NumberFor Quick Connect associates, the 4 digit PIN (1000-1999) is added here.Addina Room Numbers and Public SpaceHow to a Add Room Type1. Go to File, Setup, and click on Room Types. Clickthe "+ Record" button.2. Type the desired Room Type in the Room Type Column.3. It is recommended that you add all needed PMS room types as well as PUBLIC, MEETING,and STAFF.How to Add Room AttributesGo to File, Setup, and click on Room Attributes. Add needed floors, buildings, and sections for Auto Dispatch Rules and Reporting.1. Click the "+ Record" button.2. Type the desired Room Attribute in the Attribute Column.3. In Data Type column, choose Text if Attribute is a text field or Lookup List if you will be predefining choices.4. 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 RecordClick on the red X (Delete Record) to remove unneeded Room Attributes.How to Create a Room ListBatchina1. Go to List, Room List.2. Click the Room tab at the bottom of window. Clickthe Batch button.3. Add batches of consecutive Room Numbers using Beginning Room Number and Ending Room Number fields.4. You may also choose to add consecutive Sections in the Beginning Sections and EndingSections 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.5. Use the + Attribute button to batch buildings or sections to the rooms entered.6. Click the Add button. Room TypesGuestWreAdministrator Setup Reference GuideTo add an individual Room, Public Space, Meeting Rooms, Other Areas1. 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 TabLocation ID and Hotel NameCheck spelling of Location ID (MARSHA Code) and Hotel Name.RemindersReminder EnabledSet to True for Dispatch Reminders.Reminder Audible BeepSet to true for audible Reminder tones.Reminder Beep frequencySet interval in milliseconds (ex.: 30000 = 30 seconds between single beeps).Location ID and Hotel NameCheck spelling of Location ID (MARSHA Code) and Hotel Name.Incident Tracking TabDate Autofill EnabledSetting to True allows autofill of current date & time for Incidents and Work Orders.DepartmentsCheck 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.CategoriesCheck the listed Categories and add or customize as needed.Incident Codes ButtonThe 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 "LocaP' Incident codes:1. Click on the green n+" 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")Department: Choose the appropriate Department.GuestWreAdministrator Setup Reference GuideIf 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.3. 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.4. 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.5. Short Description: Enter an abbreviated description in ALL CAPITAL LETTERS.6. Category: Choose the most appropriate Category from the lookup list.7. Priority: Choose the most appropriate Priority needed to complete the task.8. Classification: Choose the appropriate Classification ellipse (select Positive, Negative, or Service Request).9. Languages: (Only if needed) The Languages button can be used to translate into other languages if needed.10. Click Create. 13. ClickSave.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.Solution Codes ButtonClick on the green Add Record button.1. Enter an abbreviated description (in Capital Letters) in the Solution Code ColumnEnter a Full Description in the Description Column2. Add a Cost if a predefined cost default is desired. ClickSave.Source Codes ButtonClick on the green "Add Record button.1. Enter the Description in the Source ColumnClick Save.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.GuestWreAdministrator Setup Reference GuideRapid Response TabNew Call Lead TimeThis 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).New Call Row Count and Dispatched Call Row CountThe standard setting is 5 but the number if displayed rows can be increased for sites with larger