Skip to main content

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.

 

Procedure Line 

    Documentation
  1. (Making a ticket) 

    2. With knowledge of the situation, you should create a ticket detailing the situation thoroughly, including the guest's requests for assistance or compensation.

    image.png
    • Tiket Type: Should be a Note Ticket.
    • Tag: Should be Resolution.
    • Priority: Should be Urgent.
    • Status: Starts as Pending.

    The note for this ticket must contain the entirety of the guest's complaints clearly and in detail so that our colleagues can understand the severity of the situation and act accordingly.

     

    In the title, summarize the most important aspects related to the situation.

    Take action NOW

    Take immediate action to manage the situation, especially regarding any necessary assistance for the guest if applicable. Please follow the basic assistance procedure to determine if direct assistance from the maintenance and cleaning team is needed.

    Create the necessary tickets to manage the guest's assistance.

    Always include comments in the #Resolution ticket so that the person handling the final negotiation and reconciliation can have clarity about the assistance provided.

     

    Follow Up

    Always follow up on the assistance processes you have generated, ensuring that the manager is aware of how the guest is being assisted. Document each communication with the guest, including every call or message, to keep track of the times the guest has tried to reach us to fulfill the promised assistance.

    Always include comments with updates on guest attention, communications, or any interactions.

     

    Negotiation 

    Once we have exhausted the promised assistance, if applicable, we must call the guest to reassure them, confirm that we have provided assistance, and ask if they were satisfied with the entire process.

    If the guest is still dissatisfied, we must compensate for the errors, especially using refund tools, always coordinated with the customer service and operations manager.

Back to top