Respond to orders

1. In the Status column, click Status.
2. Click
3. Respondent defaults to your name, change as appropriate.
4. Click to save.

1. In the Status column, click Status.
2. Click .

3. Respondent defaults to your name, change as appropriate.
4. Click to save.

You've started the service order but have to pause it because a part you need is unavailable, you require additional assistance, your shift has ended, and so forth.

1. In the Status column, click Status.
2. Click
3. Respondent defaults to your name, change as appropriate.
4. Click to save.

The respondent who starts the order must be the one who stops the order.

Based on your property's business rules, a follow-up can automatically be generated after a guest order is completed. After the follow up is completed, the status gets set to Closed .

A guest makes a request, but asks for an hour delay, or reports painting or repairs to be done, after their stay. You create a deferred order.

You can only defer orders that have not been started. A date and time in future must be selected.

Requires SO Manager role.

1. In the Status column, click Status.
2. Click .
3. Enter the defer to Start Time and Start Date. When working with deferred orders, you always work in the future.
4. Click to save the change.

Date and time stamp display with the deferred orders.

From the Column Chooser click Action Time and drag to the column header if it is not already there. This displays the date and action time for the deferred order.

Change time for a deferred order

You deferred an order then guest calls to tell you to send the engineer or houseman now. There are two ways to change the time on a deferred order.

Change time #1

1. Click .

2. Select Order Status.

3. Select Deferred.

4. Click to open the deferred order.

5. Click

6. Adjust date or time as appropriate. Set the Action Time to one or two minutes from the time displayed on the computer.

7. Click the .

Change time #2

Select to left of deferred order.

Click in the bar at the bottom of the page.

Select Change Action Time.

Enter Start Time and or Start Date. Ensure time and or date is in the future.

Click .

Change location on deferred order.

When an order is deferred, the location can be changed.

1. Select to left of deferred order.

2. Click in the bar at the bottom of the page.

3. Select Change Location.

4. Enter first few letters of a keyword and select from list.

5. Click .

An order is entered incorrectly or a guest changes their mind. Void the order. It is deleted from the Pending orders tab and notification is sent to the original recipients to let them know the order no longer is viable.

Requires SO Manager role.

1. In the Status column, click Status.
2. Click
3. Enter a Remark to indicate why the order is being voided.
4. Click .

1. Click .

2. Click Person or Team and scroll to select or enter a few letters of a name then select.

3. Click Notify to send an audible alert.

4. Click to add.

5. Repeat until all individuals or teams have been included.

6. Click to save.

Notify sends an audible alert to the respondent's application or cell phones. There are two options to manually send notify.

Option #1

1. Click to open the order.

2. Click upper right of page.

3. Click Notify.

4. Enter Person and or Team name.

5. Click to add.

6. Click to save.

Options #2

1. Select to the left of the order.

2. Click in the bar at the bottom of the screen.

3. Click

4. Click Assigned to. Enter a few letters of the person, team, or device name to receive the notification. Select from the list.

5. Click to add more recipients.

6. Select Remark to add a note.

7. Click Schedule to define when the notification should be sent.

   • Select Send Now to immediately send team or person the order and alert.

   • Select Delay and enter hours or minutes to elapse before the order and alert are sent.

   • Select Schedule then enter date and time the order and alert is to be sent.

8. Click to save.

1. Select to the left of all orders to include in the notify process. Max selection is 250.

2. Click in the bar at the bottom of the page.

3. Click

4. Click Assigned to. Enter a few letters of the person, team, or device name to receive the notification. Select from the list.

5. Click the to add more recipients.

6. Select Remark to add a note.

7. Click Schedule to define when the notification should be sent.

   • Select Send Now to immediately send team or person the order and alert. This is the default.

   • Select Delay. Enter hours or minutes to elapse before the order and the notify is sent.

   • Select Schedule, Enter date and time the order and alert is to be sent.

8. Click to save.

Certain conditions must exist:

• Orders must reference guestrooms with an in-house guest reservation created in the PMS.

• Guestrooms should be marked as IsOccupied in the PMS.

• The order should be in an open status, for example No Attention, Notified, Started, Stopped, or Deferred.

• Select multiple orders for the same room only.

1. Select to the left of all orders to include in the notify process.

2. Click in the bar at the bottom of the page.

3. Select Add Guest to Order.

4. Select guest.

5. Click to save.

To remove a guest name from an order

1. Select to the left of all orders.

2. Click in the bar at the bottom of the page.

3. Select Remove Guest from Order.

A respondent can set up an ad hoc follow up for an open order.

Requires QA Manager role.

1. Click the order to open.

2. Click .

3. Define the follow up time using one of these options:

   • Preset: select the predefined time from the list.

   • Custom: enter Start Time and Start Date

4. Click to save.

Users assigned Barcode Restricted Respondent will be required to scan room and equipment barcode or QR code to initiate service order responses. Ensure a barcode or QR code app is installed on your HotSOS Mobile device.

Barcode or QR code to apply action:

1. Click Service Status icon.

2. Click the icon for the action required.

3. Align mobile camera with barcode or QR code until the status changes.

If the action has additional options available once the action is applied, you will be prompted.

Cell phone batteries die and Wi-Fi reception may be too weak for the respondent to apply an action to an order. When that happens, another user can respond.

1. Cick Status.
2. Click .

3. Respondent defaults to your name.
4. Click
5. Enter few letters of respondent's name.
6. Select the name from list.
7. Click to save.

There may be times when an issue selected during order creation is not the actual issue to be addressed. For example, a service order is created with the issue Light Out but the engineer determines the breaker must be reset.The respondent, in this case the engineer, can change the issue when they complete the order. This allows for more accurate reporting.

You can only make an issue change to a single order at a time. PM, Round, and Delivery issues cannot have their issues changed.

1. In the Status column, click Status.
2. Click .

3. Respondent defaults to your name.
4. Select Issue
5. Click
6. Enter few letters of issue name.
7. Select issue from list.
8. Click to save.

Requires SO Manager role.

1. Select to the left of all orders to have the trade changed.

2. Click in the bar at the bottom of the screen.

3. Click .

4. Enter a few letters of the trade or scroll through the list. Select the trade.

5. Click to save.