GW4 Setup Guidegw4help.guestware.com/content/en/GW4 Setup Guide.pdf · 2019-06-29 · Guestware Setup Reference Guide 8 Add individual Rooms, Public Spaces, Meeting Rooms, or Other

Setup Reference Guide

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100 4th Avenue North, Suite 400 Seattle, WA 98109 www.Guestware.com Phone: 206-233-0110 Release 4.30

About Guestware Guestware is a comprehensive CRM software solution designed specifically for the hospitality industry. Guestware encompasses service delivery, guest recognition, and loyalty management to manage your most critical assets - your guests! Guestware is integrated with the property management system (PMS) and the central reservation system (CRS) to provide an independent cost effective global CRM solution.

Table of Contents

What is Setup & Configuration? .............................................................................................................................................. 4

Users ........................................................................................................................................................................................ 5

Associates ................................................................................................................................................................................ 6

Rooms and Public Spaces ........................................................................................................................................................ 7

General Settings ....................................................................................................................................................................... 8

Incident Tracking ..................................................................................................................................................................... 9

Rapid Response ..................................................................................................................................................................... 11

Guest Recognition ................................................................................................................................................................. 13

Facilities ................................................................................................................................................................................. 17

Communication Server .......................................................................................................................................................... 18

Reports and Graphs ................................................................................................................................................................ 19

Rapid Response Communication Server................................................................................................................................ 19

Letters .................................................................................................................................................................................... 20

Guestware Setup Reference Guide 4

What is Setup & Configuration?

• Setup options allow the Guestware administrator to customize lookup lists and tables, add rooms, areas, and

codes, and to maintain and update the Guestware system’s roster of users and associates.

• Setup can also create devices and rules for the Guestware auto-dispatch and rapid response functions.

Who should use Setup

• Only Guestware users with Supervisor level access can enter Setup.

• It is recommended that only Guestware administrators be granted Supervisor level access.

Training Objectives for this Module

• To create and set up 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 Manager

What is in this for you?

You will be comfortable accessing and making needed additions and changes to the Guestware configuration.


Users To create a new user

To open the Guestware User List, select File > Passwords > Edit User Information .

To add a new user, click the Add User button in the Guestware User List menu bar. Fill in the following data

about the new user:

• Login ID

o Login IDs can be the same as employee ID.

• Full Name

o Names should be written in proper case.

• Associate List Name

o 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.

• Associate Email

o Email addresses must be added to the USER information in order to subscribe to reports.

• Access Right

o 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).

• Language

o This allows an associate’s 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 Login

o Disables login and password but retains user for reporting.

• Log Activity

o Creates a log file of all of this user’s activity in Guestware.

• Password

o Sets user password for login (or can be edited later by Administrator)


• Applications Tab

o 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).

Associates About Associates

• Names on the Associate list appear in Reported By and Assign To fields in incident and guest request

tracking.

• The Associate List also allows Auto Dispatch devices to be assigned to individuals.

• Quick Connect IDs are assigned through the Associate List.

• Note: Users should already have Associate names assigned as part of the User creation process. It is

recommended to build Users first.

To add new Associates

To open the Associate List , click List > Associate. To add an associate to the Associate List , click the Add Record button, and fill in the below data.

• Associate

o Enter the name of the new Associate here.

• Login Name

o This dropdown menu allows the new associate name to be linked to a user login account. As per

above note, it is recommended to build users before creating associates.

• Department; Shift; Phone Number; Hourly Rate; Trade ; Pager Number; Email Address

o These are optional fields added for reference.

• Active

o This box can be unselected so that Associate Name cannot be selected in lookup lists such as

Assign To and Reported By , but is retained for tracking and reporting.

• IVR PIN Number

o For Quick Connect associates, the 4 digit PIN (1000-9999) is added here.


Rooms and Public Spaces To add Room Types

1. Go to File > Setup > Room Types .

2. Click the Add Record button.

3. Type the desired Room Type in the Room Type Column.

4. It is recommended that you add all needed PMS room types as well as PUBLIC, MEETING, and STAFF.

To add room attributes

1. Go to File > Setup > Room Attributes to add floors, buildings, and sections needed for Auto Dispatch Rules

and Reporting.


3. Type the desired Room Attribute in the Attribute Column.

4. In Data Type column, choose “Text” if attribute is a text entry field or “Lookup List” if you will be predefining

possible options.

5. For Lookup List data type only: Click the Edit button next to Lookup List and the + Value button to enter

predefined values into the list.

Delete a Room Attribute Record

1. Click on an existing room attribute record to select it.

2. Click the Delete Record button to delete that room attribute.

Batch Room Creation

1. From the Guestware menu, select List > Room List .

2. Click the Room tab at the bottom of window.

3. Click the Batch button.

4. 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 Section Number and Ending Section

Number fields, using the Beginning Room Number and Ending Room Number fields to add rooms to

these sections to batch add full floors.

6. Use the + Attribute button to batch apply attributes or sections to the rooms entered.

7. Click the Add button.


Add individual Rooms, Public Spaces, Meeting Rooms, or Other Areas

1. From the Guestware menu, select List > Room List .

2. Click the Room tab at the bottom of window.

3. Use the Add Record button to add individual public areas, elevators, meeting rooms, outlets, and other

spaces to the room list.

4. Add appropriate room types to each record.

5. Add any needed attribute using the Room tab and the + Attribute button.

6. Click the Save button.

General Settings To open general settings, select File > Setup and select the General tab. Location ID and Hotel Name

• Check spelling of Location ID (MARSHA Code) and Hotel Name.

Currency Code

• Confirm that Currency Code is set to hotel standard.


Incident Tracking To open incident tracking settings, select File > Setup and select the Incident Tracking tab. Date Autofill Enabled

• Setting to True allows autofill of current date & time for Incidents and Work Orders. Departments

• 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.

Categories

• Check the listed Categories and add or customize as needed. Incident Codes

The default incident code list is comprehensive, but users may occasionally need to add additional incident codes.

Review the Core Code and Incident Code concept. Individual hotels may add their own site-specific “Local”

incident codes:

• Click the Add Record button.

• 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.

o 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 core code used was HK11 you would enter a 12). The Core Code

value should be NUMERIC. Depending on the brand, some hotels will see this field populate

automatically based on brand standards.

o 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. . Depending on the brand, some hotels will see this field

populate automatically based on brand standards

• 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.

• Short Description: Enter an abbreviated description in ALL CAPITAL LETTERS.

• Category: Choose the most appropriate Category from the lookup list.


• Priority: Choose the most appropriate Priority needed to complete the task.

• Classification: Choose the appropriate Classification (select Positive, Negative, or Service Request).

• Languages : (Only if needed) The Languages button can be used to translate the code’s name and

description into other languages if necessary.

• Click Create.

• Click Save.

Guestware administrators may 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 users to display active, inactive or all codes as needed.

Solution Codes

• 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.

Source Codes


• Enter the Description in the Source Column

• Click Save.

Published Incident Codes (2-way PMS interfaces only )

Published Incident Codes will record past incidents as Service Alerts in PMS. Sites can elect to Publish All

Codes or use the 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.


Rapid Response To open rapid response settings, select File > Setup and select the Rapid Response tab. Shifts (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). Also all shifts need to end before 11:59 PM – shifts may not crossover a calendar date.


• Enter a Shift Name.

• Choose a Department.

• Enter a detailed Description.

• 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.

• 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.

• Click Save.

Request Buttons

Use the Add Record button from this menu to add the Quick Entry Request Buttons to the Request module. Best practice is to use Core Codes for commonly entered categories, so that the tree of items is displayed when pressed (Example: HK4 Room Amenity Request). Detail Codes can also be used, but will not display a sub-list if selected. Up to 10 Request Buttons may be predefined.

To Edit a Request Button:

• Highlight the Incident Code you wish to change.

• Use the lookup list to select another Incident Code.

• Click Save.

Priorities

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). \


• Enter the Name of the Priority in the Priority Code field (Example: 20 Min).

• Enter the Response Time in minutes (Example: 20).

• Click Save.


Rapid Response Settings

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).

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.

Enable Third Incident Status and Fourth Panel (Opti onal)

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.

Reminder Enabled

Set to True for Dispatch Reminders

Reminder Lead Time (minutes)

Set to the number of minutes PRIOR to Resolve By time reminder should be visible & audible (typically 1 minute

in many hotels).

Reminder Audible Beep

Set to true for audible Reminder tones.

Reminder Beep frequency

Set interval in milliseconds (ex.: 30000 = 30 seconds between single beeps).


Guest Recognition To open guest recognition settings, select File > Setup and select the Guest Recognition tab. Guest Preferences

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 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.

4. If Lookup List is selected, press the Lookup List icon and the “+” Value button to add the needed predefined

options.

5. Default checkbox will place field on newly created profiles.

6. Display column will preset a default order location on profile.

7. Site specific preferences should select Local Domain .

8. Multiple allows more than 1 of the same preference category to be added to a profile (ex. High Floor and

Near Elevator – 2 Room Locations).

9. Click Save.

Guest Preferences - Profile Preference Mapping Guestware supervisors have the ability to map PMS Special Request/Service Codes to GW Profile Preferences.

By doing so, GW Profile Preferences can be automatically updated during the Arrivals Process. For example, if a

reservation in your PMS system has a Special Services code of PLAT (Platinum Status) and you have a GW

Preference Type created called “Loyalty Level” and a Preference called “Platinum” within that Preference Type,

you can map the two so the Preference “Platinum” will automatically attach to the GW Profile.


2. In the Map Type, choose PMS.

3. In the first Preference column, choose the GW Preference Type you want to use.

4. In the second Preference column, choose the Preference you want to map to.

5. Skip over to the PMS Amenity Code column and type in the code from your PMS system exactly as it is

written in PMS.


6. In the Auto Add column, click on the drop down. You have two choices, Add Only or Sync . (See definitions

below)

a. Add Only – If the Auto Add field in set to Add Only , the arrival process will add the guest preference

if the preference does not exist already.

b. Sync – If the Auto Add field is set to Sync , the arrival process will update the preference if it already

exists on the profile OR add the preference if it is not already there.

Contact Items


2. Enter an Item to add any specific contact items – a specific subtype of the Contact Item Types (ex.: Holiday

Letter, Smoking Damage Photo, Direct Bill Authorization Letter).

3. Choose a Type from the lookup list of Contact Item Types entered above.

4. Enter a brief Description.

5. Click Save.

Guest Types (Refers to Profile Type on the Guest Pr ofile screen)


2. Enter a Guest Type (ex.: VIP GOLD). 10 Character Limit.

3. Enter a Description (ex.: GOLD STATUS).

4. Click Save.

NOTE: If you would like the Guest Type/Profile Type on the Guest Profile screen to be automatically updated during the Arrivals Process, the values that you create here must match the values set within the Guest Preferences list. Also, the Preferences that you created must be set to SYNC. For example, if you have a Preference named ‘Loyalty Level’ with values of ‘Gold’, ‘Platinum’ or ‘VIP’ and they are all mapped to a reservation service/special request code in PMS AND have been set to SYNC, you must create those same Preference values as Guest Types. When this is done correctly, the Profile Type on the Guest Profile will be automatically updated with those values.

Guest Classifications


2. Enter a Class Name (ex.: Top Guest)

3. Enter a Description (ex.: Frequent Stay Guest)

4. Click Save


Contact Type

The 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 button

2. Enter a Type name (Ex.: Photograph).

3. Click Save.

Classification Reasons

Guest Classification Reason goes hand in hand with Guest Classification. For example, if you have a Guest

Classification of ‘Top Guest’, the Guest Classification Reason for this could be ‘Stayed 50 Nights or More’.


2. Enter a Reason (Ex.: Stayed 50 Nights or More)

3. Enter a Description if needed.

4. Click Save.

Relation Types

Guest Relation Types needed on file can be added (ex.: Spouse, Son, Daughter, Booker, Sister, Domestic

Partner, Executive Assistant). This allows guests profiles to be linked.


2. Enter a Type abbreviation in capital letters (Ex.: BUS ASSOC)

3. Enter a Description (Ex.: Business Associate)

4. Click Save.

Firm List

The Firm List Button is used to build any high volume accounts or companies you wish to easily add to

profiles or track.


2. Enter a Company Name.

3. Enter a Street Address.

4. Enter a City.

5. Enter a State.

6. Enter a Zip Code.


7. Enter a Country.

8. Enter a Phone Number.

9. Enter a Fax Number.

10. Enter a Contact Name if needed.

11. Enter an Account Code if needed.

12. Click Save.

Communication Types

Communication Types are methods kept on file for Guest Profiles (ex.: Home Phone, Work Phone, Work Email,

Home Email, Facebook, Webpage, Fax, etc.).


2. Enter a Communication Type name (Ex.: TA EMAIL).

3. Enter a Type (Ex.: Email)

4. Enter a more detailed Description (Ex.: Travel Agent Email)

5. Check Profile Default if you would like this field defaulted on newly created profiles.

6. Choose a Display Order to choose default sequence of display.

7. Click Save.

Guest Event Types

The Guest Event types button is used to add any special occasion types (Birthday, Anniversary, Spouse

Birthday, Promotion Date, etc.)


2. Enter an Event name.

3. Enter a detailed Description Check Profile Default if you would like this field defaulted on newly created

profiles.

4. Choose a Display Order to choose default sequence of display.

5. Click Save.

Guest Recognition Settings

Arrival 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)


Market 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 Arrival Filters tab will be filtered from arrivals. This is helpful for sites that

have contract rooms or airlines.

Days 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 at least slightly longer than a year to account for annual guests (ex. 395 days).

Guest List Departure Days

This setting determines the number of days departures appear in the Guest List by default (typically 7).

Facilities To open facilities settings, select File > Setup and select the Facilities tab.

Work Order Buttons

Use 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 sub list 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.

Work order Source

Should be Associate for most hotels.

Reference Numbers Enabled

Should be FALSE for most hotels. Note: Hotels using paper forms that want users to type in a predetermined

reference number can set to TRUE.


PM Settings

Note: Remaining Facilities settings are for Preventive Maintenance tasks (PMs). These settings are

covered in the Room Preventive Maintenance documentation.

Communication Server To open communication server settings, select File > Setup and select the Communication Server tab. Auto Dispatch Enabled

• This setting should be set to TRUE for auto-dispatch sites only. Auto Dispatch Button

• This setting should be set to TRUE for auto-dispatch sites only.

Scheduled Lead Time

• This 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.


Reports and Graphs To open reports and graphs settings, select File > Setup and select the Reports and Graphs tab. Default Report Expiration Days

• This setting should be set to number of days subscribed reports are available for viewing in the application (typically 8). Note: Users should save a copy of any reports they wish to keep outside the application before this time is exceeded.

Rapid Response Communication Server

Devices

Choose Rapid Response from the Guestware menu bar and select Communication Server. Click on the

Devices tab. Currently used devices should be checked as Active. The current user of any given device should

be selected from the Assigned To lookup list.

Note: All Call Center users should be familiar with the assignment process! They need to do this on each shift.

Rules

Click 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 understand how to change

Escalation Times on Events and make 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.


Letters

Creating Letters (You must have Microsoft Word Inst alled on the client PC)

1. From File menu, select Letter List .


3. Fill in the Letter Name, Description and Department (if applicable).

4. Click the Edit button on the far right of the letter. This will open your letter in Microsoft Word.

5. Ensure the Mail Merge toolbar is active by right-clicking on the top of the MS Word screen and selecting the

Mail Merge toolbar. NOTE: The Mail Merge toolbar will appear automatically in more recent versions of MS

Word.


6. 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 fields”.

7. 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.

Documents

GW4 Setup Guidegw4help.guestware.com/content/en/GW4 Setup Guide.pdf · 2019-06-29 · Guestware Setup Reference Guide 8 Add individual Rooms, Public Spaces, Meeting Rooms, or Other