Create issues

Hundreds of the most common hotel issues have already been added to the system. However, we know that each hotel is unique and you might need to add your issues of your own.

  1. Enter the Name of the issue. Make it specific, for example, for a service order or incident, Faucet Dripping - Bath, Entrance Light Out, A/C Not Cooling; for a transportation order, you might call it Package Pickup/Delivery, Airport Pick up/Drop Off, etc.

Remember to follow your naming standards.

  1. Each issue is automatically assigned an Issue #. You can leave this number as is.
  2. Select the Type of issue that is most applicable. Each issue type has special characteristics and unique requirements.
  1. Select the Department responsible. Though not a required field it can be valuable for reporting.
  2. 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.
  3. 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.
  4. 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, etc.
  • Tap 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.
  • Tap the toggle to activate the Barcode option. When active, this issue will require either a barcode or QR scan to start, stop and complete the issue, regardless of room or equipment.
  • Tap the toggle to activate Duplicates. By default, duplicate orders are not allowed, but you can make an exception at the issue level.
  1. Tap Green checkmark for OK to save.
  1. Enter the Name of the inspection: Guestroom Inspection, or VIP Guestroom Inspection, Meeting Room Inspection, etc.
  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:
  • Priority 1 - Orders that should be responded/resolved immediately. Most typically guest-related.
  • Priority 2 - Orders that should be responded/resolved in same day.
  1. Tap Steps.
  1. Tap Create Button Icon 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, 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 if defined.
    • 2 & 3 don't fail the step, but trigger the post inspection job if defined.
    • 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 may 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.
  7. Tap Green checkmark for OK after each inspection step is added.
  8. Repeat steps 1 - 7 until all steps have been added, Once all the steps have been added, review them.
  9. Tap Green checkmark for OK to save.
  1. Tap Trash icon for delete actionnext to the step to be deleted.
  1. Use the up/down arrows to arrange as desired.
  1. Tap the step to be edited.
  2. Make changes as needed.
  3. Tap Green checkmark for OK to save changes.

PM issues were included when your property onboarded HotSOS, but your hotel may have some unique equipment or rooms and 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.
  5. Select from the list, the Trade that most likely performs an inspection, such as Engineering PM.
  6. Enter the estimated time to complete the inspection entering both hours and minutes. For example, an Air Handler PM takes 2 hours 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, etc.
  1. Additional options
  1. Tap the toggle to turn on Step Recurrence for PM issues.
  1. Tap Steps
  1. Tap Create Button Icon to add steps
  2. In the Description field, enter the step to be taken.
  3. From the drop-down, select the Result Type for the step:
    • Yes/No Yespasses the step; No fails it
    • 5 grade. This option gives the engineer performing the PM a more subjective evaluation:
      • 1 fails the step.
      • 2 - 4 passes the step but impacts the score.
      • 5 Perfect!!
    • Complete. The user simply marks the step as complete.
  4. Select the Recurrence from the list. Different recurrences may be used. For example, the Air Handler may have monthly and quarterly steps. HotSOS Select will schedule them accordingly.
  5. Need to translate the step into other languages?
    • Tap Add Button Icon
    • Select the language from the list.
    • Tap Green checkmark for OK
    • Enter the step translation.
    • Tap Green checkmark for OK
  6. Tap Green checkmark for OK to save each step.
  7. Repeat steps 1 through 5 to add each step. Once all the steps have been added, review them.
  8. Tap Green checkmark for OK to save issue.
  1. Tap Trash icon for delete action next to the step to be deleted.
  1. Use the up/down arrows to arrange as desired
  1. Tap the step to be edited.
  2. Make changes as needed.
  3. Tap Green checkmark for OK to save changes.

Creating a round issue is different from other issue types as a round includes one or more issues as its sub-issues. Sub-issues can be of any issue type, but most often are service orders, PM orders or inspections. Make sure you have created issues that you want to include as sub-issues before you create the round.

  1. Enter the Name of the round issue: for example: Daily Pool and Spa Check, Lobby Lights, Public Space - Sanitizing Clean, etc.
  2. Each issue is automatically assigned an Issue #. You can leave this number as is.
  3. Under Type, select Round.
  4. Select the Department responsible. Though not a required field it can be valuable when reporting.
  5. Select from the list, the Trade that most likely performs the round, such as Engineering PM or Housekeeping.
  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, etc.
  1. Tap Sub-Issues.
  2. Tap Create Button Icon.
  3. Select the sub-issues for the round being created.
  4. Tap Green checkmark for OK to add.
  1. Tap Trash icon for delete action to the right of the sub-issue.
  1. Use the up/down arrows to arrange sub-issues.

Once added the labor time on sub-issues will collate to populate the time required to complete the round.

Now that you have completed creating a round issue with its sub-issues, you are ready to Create a Schedule for the round.