Create an issue

1. Enter the Name of the issue. Make it specific, for example, for a service order or incident, Faucet dripping - Bath, Entrance ceiling - Light out, Air Con - Not cooling; for a transportation order, you might call it Package pickup/delivery, Airport drop off, and so forth.

Remember to follow your naming standards. Upper/lower case in the issue name makes it easier to read on a mobile device.

2. Each issue is automatically assigned an Issue #. You can leave this number as is.
3. Select the Type of issue that is most applicable. Each issue type has special characteristics and unique requirements.
   • Service order often identifies a deficiency. For example, a light out, a torn carpet, a spill to clean up, a safety hazard.
   • Incident candidate is a unique service order identifying issues that may impact the guest's stay and experience. When reported by a guest it is flagged with its own icon: indicating the importance of responding quickly and efficiently. The same issue reported by staff remains a service order.
   • Transportation order requires two locations: origination location and a destination location.

4. Select the Department responsible. Though not a required field it can be valuable for reporting.
5. Select the Trade that works best for the issue. For example, Towels requested would be considered Houseman or Housekeeper trade, Door hinge - loose would be Engineering, Sink - faucet leaking, would be Plumber.
6. Enter the estimated time to complete the task entering both hours and minutes. For example, a task takes 20 minutes, enter zero in Hours and 20 in Minutes.
7. Enter the Priority, this helps the engineers and housemen know which orders have more importance. Here's rule-of-thumb when it comes to assigning priorities:

• Priority 1 - Orders that should be responded/resolved immediately. Most typically guest-related.
• Priority 2 - Orders that should be responded/resolved in same day.
• Priority 3 - Orders that should be responded/resolved within a week.
• Priority 4 - Orders that should be responded/resolved within a month.
• Priority 5 - Orders are scheduled work, projects , outside contractors, and so forth.

Additional options

• Click the toggle to turn on Step Recurrence. This is for orders that are to be scheduled, usually Inspections or PM orders. Steps are not typically used for service orders, incidents or transportation orders, though they can be added if needed.
• Click the toggle to activate the Barcode option. When active, this issue will require a barcode or QR code scan to start, stop and complete the issue, regardless of room or equipment.
• Click the toggle to activate Duplicates. By default, duplicate orders are not allowed, but you can make an exception at the issue level. Use when you have issues selected as recurring during a guest stay, such as Newspaper Delivery or Afternoon Tea or when you have a Round that is to recur multiple times throughout the course of the day.

8. Click to save.

You might only need to create a few delivery order issues for your hotel. Which departments are responsible for making amenities deliveries? Housekeeping might have Housemen deliver rollaways, pillows, extra blankets to guests; Food & Beverage deliveries might include a cheese tray, fruit bowl, or Kidz movie munchies. Engineering might be responsible for delivering mini-fridges, sofa-beds, and so forth. Create one delivery order for each department doing deliveries.

1. Enter the Name of the delivery order, Housekeeping Delivery, or Houseman Delivery, Food & Beverage Delivery, and so forth.
2. Each issue is automatically assigned an Issue #. You can leave this number as is.
3. In the Type field, select Delivery Order.
4. Select the Department responsible. Though not a required, this field can be valuable for reporting.
5. Select from the list, the Trade that logically works on the issue. For example, housekeeping deliveries might be done by the Houseman or Housekeeper trade. Food & Beverage deliveries might be done by In-room Dining or Room Service trade.
6. Enter the estimated time to complete the task entering both hours and minutes. For example, a task takes 20 minutes, enter zero in Hours and 20 in Minutes.
7. Enter the Priority, this helps the food and beverage staff, bellmen, and housekeeping staff know which orders have more importance. Here's rule-of-thumb when it comes to assigning priorities:

Priority 1

Orders that should be responded to/resolved immediately. Most typically guest-related and health safety.

Priority 2

Orders that should be responded to/resolved in same day.

Priority 3

Orders with this priority are important, but don't require immediate attention. These might be PM orders or orders that need to be done after hours, and so forth.

Priority 4

Orders that should be responded to or resolved within a month.

Priority 5

Orders are scheduled work, projects , outside contractors, and so forth.

8. Click on the Amenities tab, click the to the right of each amenity to be selected. Continue until all amenities are moved to the Selected column. Forget to create amenities? No worries, you can add amenities after creating the delivery order issue. See Cost/Amenities

9. Click to save.

Check out the complete delivery order set up: Delivery orders start to finish.

1. Enter the Name of the inspection: Guestroom Inspection, or VIP Guestroom Inspection, Meeting Room Inspection, and so forth.
2. Each issue is automatically assigned an Issue #. You can leave this number as is.
3. From Type select Inspection.
4. Select the Department responsible. Though not a required field it can be valuable for reporting.
5. Select from the list, the Trade that most likely performs an inspection, such as Housekeeping Supervisor.
6. Enter the estimated time to complete the inspection entering both hours and minutes. For example, a guestroom inspection takes 20 minutes, enter zero in Hours and 20 in Minutes.
7. Enter the Priority, this helps the Housekeeping staff know which orders have more importance. Here's rule-of-thumb when it comes to assigning priorities:

• Prioirity 1 - Orders that should be responded/resolved immediately. Most typically guest-related.
• Priority 2 - Orders that should be responded/resolved in same day.

8. Click the Steps tab to add Inspection Steps.

To add inspection steps

1. Click to add an inspection step.
2. In the Description field, enter the inspection step in the form of a question: Are the lights working? Is the floor vacuumed? Are the pillows arranged to meet standards?

3. From the drop-down list, select the Result Type for the step:

   Yes/No Yes passes the step; No fails it

   5 grade. This option gives the inspector the ability to be subjective:

   • 1 - fails the step and triggers the post inspection job.
   • 2 & 3 - don't fail the step, but trigger the post inspection job.
   • 4 - passes the step but impacts the score.
   • 5 - Perfect!

4. Enter Hours and/or Minutes for the step. If you have set the labor on the issue, this isn't necessary.
5. Enter 1-1000 in Weight. The default is 1000. however you can adjust the values to reflect questions you feel should carry more weight than others. For example, the door lock working or other life-safety concerns might carry more weight (assign 1000) than amenity arrangement (assign 500).
6. Select the Post Issue, to trigger if this step fails. For example, if the entry light is out, the post inspection job might be: Entry Light Out, which would immediately go to the engineer upon completion of the inspection. Post issues are optional.

Translations

1. Click the check box to the left of the language. More than one language may be selected.
2. In the bottom bar, click to move languages to the Selected column.
3. Enter translation for each language selected.

7. Repeat steps 1 - 6 until all steps have been added, Once all the steps have been added (and any translations), review them.
8. Click to save.

To delete a step

1. Click X next to the step to be deleted.

To reorder steps

1. Drag and drop the three bars to the left of the step to move up or down to reorder as needed.

To edit a step

1. Click of the step to be edited.
2. Make changes as needed.
3. Click to save changes.

Standard PM (Preventive Maintenance) issues have been created as part of HotSOS, but your property might have some unique equipment or rooms that you want to create PM issues.

1. Enter the Name of the equipment requiring preventive maintenance: Air Handler PM, Meeting Room PM
2. Each issue is automatically assigned an Issue #. You can leave this number as is.
3. From Type select PM Order.
4. Select the Department responsible. Though not a required field it can be valuable for reporting and assigning.
5. Select from the list, the Trade that most likely performs a PM, such as Engineering PM.
6. Enter the estimated time to complete the PM entering both hours and minutes. For example, an Air Handler PM takes 2 and a half hours, enter 2 Hours and 30 Minutes.
7. The priority helps the engineers and housemen know which orders have more importance. Here's rule-of-thumb when it comes to assigning priorities:

• Priority 1 - Orders that should be responded/resolved immediately. Most typically guest-related or life-safety.
• Priority 2 - Orders that should be responded/resolved in same day.
• Priority 3 - Orders that should be responded/resolved within a week.
• Priority 4 - Orders that should be responded/resolved within a month.
• Priority 5 - Orders are scheduled work, projects , outside contractors, and so forth.

8. Additional options

1. Click the slide to turn on Step Recurrence for PM issues.

HotSOS Select users must use step recurrence to create schedules. HotSOS users can define the recurrence in either the steps or the schedules.

To add PM steps

1. Click to add steps
2. In the Description field, enter the step to be taken.
3. From the drop-down list, select the Result Type for the step:

   Yes/No Yes passes the step; No fails it

   5 grade. This option gives the engineer performing the PM to evaluate more subjectively:

   • 1 fails the step.
   • 2 - 4 passes the step but impacts the score.
   • 5 Perfect!!

   Complete. Allows user to mark the step as complete.

4. Select the Recurrence from the list. Different recurrences might be used. For example, the Air Handler might have monthly and quarterly steps. HotSOS will schedule them accordingly.
5. Enter the Hours and/or Minutes for the step labor.

Step labor overrides the labor set in Issue/Details.

Translations (Step)

1. Click the check box to the left of the language. More than one language may be selected.
2. In the bottom bar, click to move languages to the Selected column.
3. Enter translation for each language selected.

5. Click to add each step.
6. Repeat steps 1 through 5 to add each step. Optionally, add step translations. Once all the steps have been added, review them.
7. Click to save.

To delete a step

1. Click X next to the step to be deleted.
2. Click to save step changes.

To reorder steps

1. Drag and drop the three bars to the left of the step to move up or down to reorder as needed.

2. Click to save issue.

To edit a step

1. Click of the step to be edited.
2. Make changes as needed.
3. Click to save step changes.
4. Click to save issue.

Before you begin to create a round issue, make sure all sub-issues are defined. For example, if you are creating a round for all three of your kitchens, a PM order, with the steps to be followed, should be defined for each piece of equipment to be maintained. By default, there are dozens of preventive maintenance issues that come with the application-so look first as the issues needed might already be there. Use search and filter options to help you find the issues needed.

1. Enter the Name of the round issue: for example, Daily Pool and Spa Check, Lobby lights and so forth.
2. Each issue is automatically assigned an Issue #. You can leave this number as is.
3. From Type select Round.
4. Select the Department responsible. Though not a required field it can be valuable for reporting.
5. Select from the list, the Trade that most likely performs the round, such as Engineering PM.
6. Set the Priority, the priority helps the engineers and housemen know which orders have more importance. Here's rule-of-thumb when it comes to assigning priorities:
• Priority 1 - Orders that should be responded/resolved immediately.
• Priority 2 - Orders that should be responded/resolved in same day.
• Priority 3 - Orders that should be responded/resolved within a week.
• Priority 4 - Orders that should be responded/resolved within a month.
• Priority 5 - Orders are scheduled work, projects, outside contractors, and so forth.
7. Select Sub-issues tab then click to add a PM order, service order or inspection to be included in this round.
8. Click to save.

Once created, the labor time of each sub-issue is included in the labor time required to complete the round.

Now that you have completed creating a round issue, you are ready to go to the Round Schedules and create the schedule. A round schedule automatically generates the round order based on the recurrence you select in the schedule.

In the Available column, select the check box to the left of all the predefined memos to be associated with the issue. Then click at the bottom of the page to move to the Selected column.

When creating orders with this issue, these predefined memos will be available.

Add guides, instructions, safety requirements, or pictures to ensure the team member has all the necessary information to properly complete the task at hand. Attachments can reference issues, rooms, or equipment.

1. Click .

2. Select the file attachment from the list.

3. Click the to add more attachments as necessary.

Use this when scheduling the issue being defined. When it comes time to schedule the work, any equipment associated with the defined room/eq type will be at the top of the equipment or room list for easy selection.

In the Available column, select the check box to the left of all room/eq types to be associated with the issue. Then click at the bottom of the page to move to the Selected column.