Tips & Hints for Guest Services

Respond to Your Customers’ Requests

You can use Libra OnDemand to manage all of your customer interactions, including responding to and following up on customer requests. These can be guest requests for additional pillows, prospective client’s requests for hotel brochures or even a report request from your General Manager.

Identify the Customer

When Customers contact you with issues or requests via phone, email, or Web, you must first identify and qualify the customer. Depending on the nature of the request, it can be related either to a Contact or a Reservation record in the system.

1. Type your Contact’s name, Guest name, Room number or Reservation number in the Search field on the Sidebar to find the relevant record.
   
2. If the Contact that you are looking for does not exist, click Create New on the Sidebar and select Contact to create a new profile.
   
3. When creating the new Contact profile, make sure to either select an existing Account or create a new one from the Contact profile edit screen.

Log the Call and Schedule Follow-Up

1. From the Contact or Reservation record, scroll down to Activity History related list and click the Log A Call button.
   
2. Write the Subject of the call and call Comments in the Information fields.
3. If follow-up to the request is required, use the Schedule follow up task section to record follow-up task details.
4. You can assign the follow-up task to another User or multiple users by pressing the Search button next to the Assigned To field.
   

Monitor Your Tasks and Events Queue

1. Don’t forget to regularly review your Home screen for outstanding Tasks and Events.
2. You can view the status of Tasks that you have delegated to other users by pressing the Activity List View button on the Home page and selecting My Delegated Activities view.
   

Original Salesforce.com materials were used to prepare this document.