Registering a glitch

A glitch is an incident that caused an inconvenience to guests or a disruption in normal daily operations. If a new issue occurs on your property, you can register a glitch from the New glitch screen.

Tip: For all drop-down lists, begin by typing your search criteria in the field. The list is automatically filtered to match your entry.

1. From the main menu on the left side of the screen, select Glitch () > New glitch. The NEW GLITCH screen appears.

2. From the Select Property () drop-down list, select the property where the job will be performed.

3. Note: This option is available only if you have access to multiple properties.

4. Use the Source radio button () to record the status of the guest or the staff who has experienced a problem at your property:

   • If the glitch was reported by a guest who is due to check in, do the following:

     1. Select Pre-arrival.

     2. From the resulting Guest () drop-down list, select the name of the guest who reported the glitch.
        The Guest details tab appears.

   • If the glitch was reported by a guest who is currently in house, do the following:

     1. Select In house.

     2. From the resulting Guest () drop-down list, select the name of the guest who reported the glitch.
        The Guest details tab appears.

   • If the glitch was reported by a guest who has checked out, do the following:

     1. Select Checked out.

     2. Choose Select guest ().
        The Search guest dialog box appears.

     3. In the Search by name field, enter the name of the guest.

     4. Click Search.
        A list of guests matching your entry appears in the dialog box.

     5. Select Select next to the guest who reported the glitch.
        The dialog box closes, and the Guest details tab appears.

   • If the glitch was reported by a new guest who is not yet registered, do the following:
     

     1. Select Visitor ().

     2. Enter the following details for the guest: First Name, Last Name, Email, Mobile Address.

   • If the glitch was reported by a registered employee, do the following:

     1. Select Staff ().

     2. From the Staff drop-down list, select the name of the employee who reported the glitch.

5. From the Location () drop-down list, select the name or number of the room where the glitch occurred.

6. Select the calendar icon () and use the resulting calendar and time selector to record the date and time when the incident occurred.

   Note: The calendar defaults to the date and time when you started the registration process. Try to record the date and time when the incident occurred as accurately as possible.

7. From the Category () drop-down list, select the category that best matches the incident.

8. From the Description () drop-down list, select the description that best matches the incident.

9. (Optional) In the Remarks () field, enter any relevant information that was not captured by previous fields.
   

   Tip: To expand the text box, select the pop-out icon (). This will give you more space to type.

10. (Optional) To attach images or documents, do the following:

    1. Select Add Attachment ().
       The Attachments dialog box appears.

    2. Select Upload file.

       • The file manager window appears, select the file that you want to attach.

       • Select Open, and the file is uploaded.

       • Select Upload from Mobile if you want to upload the file from mobile.

    3. Repeat step b until you have added all the relevant files.

    4. When you are done, select OK to close the Attachments dialog box.

11. (Optional) From the Guest temperament () drop-down list, select the option that best describes how the guest is feeling.
12. (Optional) From the Staff involved () drop-down list, select one or more staff members that were directly involved or present at the time of the incident.
13. (Optional) From the Tagged staff () drop-down list, select one or more staff members that you want to notify about changes to the status of the glitch.
14. (Optional) To register another glitch, select Add multiple () next to remarks field as needed, The Multiple Glitches tab appears on the right.
    1. Use Multiple Glitches tab to manage the glitches that you are preparing to register.
15. When you have finished entering information, select Register.
    The Confirmation dialog box appears with a message, "Glitch registered successfully".
16. When you are done reviewing the information in the Confirmation dialog box, select Dismiss to close the dialog box.