The Guest Relation

Created by Flexkeeping support agent, Modified on Mon, 2 Dec at 8:43 AM by Flexkeeping support agent

The guest relations module allows you to record any feedback received from the guest and to ensure no complaint gets overlooked.

In this article, you will learn about:

How to create feedback
Adding a resolvement
Cost Of Quality
Feedback Overview
Analytics

If you don't have access to this module, please get in touch with your onboarding specialist or our support team.

How to create feedback

On the top right corner, choose the type of feedback – Positive or Negative and fill out the form with the following information:

Code: Select the code that applies. These codes are created in the Administration - Assignment code. Visit this page, for more information.
Room number: choose the relevant room number
Choose Guest: If integrated with the PMS, select the guest from the drop-down menu.
Choose Employee: if you would like to assign the feedback to a specific staff, select them from the drop-down list.
Comment: Add any additional information related to the feedback
Select an emoji that best represents the feedback
Feedback resolved: Indicate whether the feedback has been resolved, by selecting Yes or No.

Adding a resolvement:

If the issue is resolved right away, you can select YES and add a resolvement.

Choose an item from the list on the left (those can be added in Administration - Addons - Cost Of Quality. More information can be found here).
Adjust the quantity and add the compensated item's value on the right.
Include a comment and assess the guest's satisfaction before saving the resolution.

If immediate resolution is not possible, click NO to save the feedback. To add a resolution later, select the feedback and click on the three dots on the right. Select add a resolution and follow the steps described above.

Cost Of Quality

Any item that is compensated to the guests, can be entered as a cost of quality. You can use this to keep track of complimentary items that have been given to guests on special occasions such as birthdays, honeymoons, anniversaries, VIPs, etc.

Click on the Cost of Quality button and fill out the following fields:

Code: Select the code. The codes can be added in the Administration - Assignment Codes
Choose the room
Select the guest and
Add a comment if needed
Click on the Add items. Select the items that were compensated and click on save.

Feedback Overview

Any resolved feedback will be marked with a green tick and open ones will be shown as with an x. The resolved feedback will disappear from the page after midnight but this setting can be adjusted if needed.

Analytics

All the entries in the Guets Relations module can be found in the Analytics through three different reports:

Guest Relations
Cost of complaints and
Cost of Quality

The Guest Relation

The guest relations module allows you to record any feedback received from the guest and to ensure no complaint gets overlooked.

How to create feedback

Adding a resolvement

Cost Of Quality

Feedback Overview

Analytics

How to create feedback

Navigate to the “Modules” menu and select “Guest Relations”

On the top right corner, choose the type of feedback – Positive or Negative and fill out the form with the following information:

Code: Select the code that applies. These codes are created in the Administration - Assignment code. Visit this page, for more information.

Room number: choose the relevant room number

Choose Guest: If integrated with the PMS, select the guest from the drop-down menu.

Choose Employee: if you would like to assign the feedback to a specific staff, select them from the drop-down list.

Select an emoji that best represents the feedback

Feedback resolved: Indicate whether the feedback has been resolved, by selecting Yes or No.

Adding a resolvement:

If the issue is resolved right away, you can select YES and add a resolvement.

Choose an item from the list on the left (those can be added in Administration - Addons - Cost Of Quality. More information can be found here).

Adjust the quantity and add the compensated item's value on the right.

Include a comment and assess the guest's satisfaction before saving the resolution.

If immediate resolution is not possible, click NO to save the feedback. To add a resolution later, select the feedback and click on the three dots on the right. Select add a resolution and follow the steps described above.

Cost Of Quality

Any item that is compensated to the guests, can be entered as a cost of quality. You can use this to keep track of complimentary items that have been given to guests on special occasions such as birthdays, honeymoons, anniversaries, VIPs, etc.

Click on the Cost of Quality button and fill out the following fields:

Code: Select the code. The codes can be added in the Administration - Assignment Codes

Choose the room

Select the guest and

Add a comment if needed

Click on the Add items. Select the items that were compensated and click on save.

Feedback Overview

Any resolved feedback will be marked with a green tick and open ones will be shown as with an x. The resolved feedback will disappear from the page after midnight but this setting can be adjusted if needed.

Analytics

All the entries in the Guets Relations module can be found in the Analytics through three different reports:

Guest Relations

Cost of complaints and

Cost of Quality

The Guest Relation

The guest relations module allows you to record any feedback received from the guest and to ensure no complaint gets overlooked.

How to create feedback

Adding a resolvement

Cost Of Quality

Feedback Overview

Analytics

How to create feedback

Navigate to the “Modules” menu and select “Guest Relations”

On the top right corner, choose the type of feedback – Positive or Negative and fill out the form with the following information:

Code: Select the code that applies. These codes are created in the Administration - Assignment code. Visit this page, for more information.

Room number: choose the relevant room number

Choose Guest: If integrated with the PMS, select the guest from the drop-down menu.

Choose Employee: if you would like to assign the feedback to a specific staff, select them from the drop-down list.

Comment: Add any additional information related to the feedback

Select an emoji that best represents the feedback

Feedback resolved: Indicate whether the feedback has been resolved, by selecting Yes or No.

Adding a resolvement:

If the issue is resolved right away, you can select YES and add a resolvement.

Choose an item from the list on the left (those can be added in Administration - Addons - Cost Of Quality. More information can be found here).

Adjust the quantity and add the compensated item's value on the right.

Include a comment and assess the guest's satisfaction before saving the resolution.

If immediate resolution is not possible, click NO to save the feedback. To add a resolution later, select the feedback and click on the three dots on the right. Select add a resolution and follow the steps described above.

Cost Of Quality

Any item that is compensated to the guests, can be entered as a cost of quality. You can use this to keep track of complimentary items that have been given to guests on special occasions such as birthdays, honeymoons, anniversaries, VIPs, etc.

Click on the Cost of Quality button and fill out the following fields:

Code: Select the code. The codes can be added in the Administration - Assignment Codes

Choose the room

Select the guest and

Add a comment if needed

Click on the Add items. Select the items that were compensated and click on save.

Feedback Overview

Any resolved feedback will be marked with a green tick and open ones will be shown as with an x. The resolved feedback will disappear from the page after midnight but this setting can be adjusted if needed.

Analytics

All the entries in the Guets Relations module can be found in the Analytics through three different reports:

Guest Relations

Cost of complaints and

Cost of Quality