How to make a situation ticket
Workflow to Properly Manage a Situation, Applicable to All Agents and Collaborators Who Are Aware of One.
Last Update: August 2024
Revised by: Daniel Torres
Objetive
- Create a ticket correctly for a situation that arises during a reservation.
- Consider the necessary actions to follow up and resolve the presented situations.
- Unify the criteria for identifying and managing a situation, especially when different departments are involved.
Situation Map
What is a situation
- A situation is any deviation in proper service that is noticed by a guest and may or may not be communicated to us by the guest. A situation can be classified as serious (requiring priority attention) if it prevents the guest from comfortably completing their stay.
No situation should be dismissed, and they should be resolved as quickly as possible from the time of notification.