Online Training Class Descriptions
Below are descriptions of the online training modules available to help you make the most of your GuestWare implementation.
Guest Recognition »
Increase guest retention by providing personalized service to all your repeat guests. Use GuestWare to raise the service levels beyond a loyalty program. Take this class and maximize the benefits you receive from your guest recognition program. This class will give you the knowledge to take guest recognition to the next level and ensure you are doing everything you can to retain your repeat customers using GuestWare.
In this class you will learn how to:
- Identify and recognize more repeat guests
- Collect and build preferences for your best customers
- Generate and maximize use of the GuestWare Arrival Report
- Create Welcome Back letters
- Build accurate visit history with the departure routine
- Anticipate guest needs from their past problems
- Use the contact log to record correspondence to and from a guest
- Adjust configuration options to fine-tune system for your needs
- See and learn how other hotels customize guest preferences
- Set up and maintain market code filters
- Maintain your guest database and departure history with merge and purge functions
- Use guest reports to identify sales opportunities
- Create advanced reports using filters
- Learn how to export guest data for other uses such as mailings
- Create, customize, and send guest letters using GuestWare mail merge
The group class is designed for end users needing an overview and instructions on using the Guest Recognition module. The module should already be configured and set up with a PMS interface. If Guest Recognition has never been set up, we suggest taking a one-on-one class to set up and configure the system specifically for your hote's needs. This class is also helpful for GuestWare System Administrators or GuestWare champions who are already familiar with and using the basic Guest Recognition functions in GuestWare.
Recommended attendees: GW Sys. Admin., F/D Supervisors, Executive Admin., AYS/PBX Agents, and Concierge Lounge Attendants.
Rapid Response »
Increase guest satisfaction by resolving in-house guest issues in a timely manner. Use GuestWare to log and monitor all in-house guest requests and problems. Take this class and maximize the benefits you receive from your rapid response program. This class will give you the knowledge to take rapid response to the next level and ensure you are doing everything you can to maximize efficiency and guest satisfaction using GuestWare.
In this class you will learn how to:
- Identify and record in-house guest issues
- Dispatch and monitor open issues
- Improve response times
- Master the GuestWare request screen for maximum efficiency
- Generate basic reports and graphs using rapid response data
- Adjust configuration options to fine-tune system for your needs
- Set up shortcuts for top issues to increase data entry times
- Automate the follow-up process
- See and learn how other hotels use rapid response to increase efficiency
- Create advanced reports using filters
- Pinpoint trends for process improvement
The group class is designed for end users needing an overview and instructions on using the Rapid Response module. The module should already be configured and set up with or without a PMS interface (ask sales representative for availability). If Rapid Response has never been set up, we suggest taking a one-on-one class to set up and configure the system specifically for your hotel's needs.
Recommended attendees: GW Sys. Admin., F/D Supervisors & Agents, Executive Admin., AYS/PBX Agents. (If calls are not centralized: Hskp. Dispatch, Eng. Dispatch, Room Service, Security, Bell Stand, etc. - any department that receives calls directly from the guests.)
Incident Tracking »
Improve problem resolution and guest follow-up on all guest complaints using GuestWare Incident Tracking. Also collect data for process improvement to help identify and eliminate recurring problems. Take this class and maximize the benefits you receive from your incident tracking program. This class will give you the knowledge to take incident tracking to the next level and ensure you are doing everything you can to identify areas for process improvement.
In this class you will learn to:
- Distinguish between Incident Core Codes and Incident Detail Codes
- Identify different sources of incidents
- Log recent guest issues into GuestWare
- Track unlimited responses to guest issues
- Track costs associated with problem resolution
- Master the Incident Browser and Log
- Create basic reports and graphs using incident data
- Adjust configuration options to fine-tune system for your needs
- See and learn how other hotels use Incident Tracking to identify trends for process improvement
- Create and analyze advanced reports using filters
- Use the follow-up log to improve problem resolution
- Use database to track costs, guest satisfaction, and identify hotel trends
- Create, customize, and generate individual and batch follow-up letters
The group class is designed for end users needing an overview and instructions on using the basic functions of the Incident Tracking module. The module should already be configured. If Incident Tracking has never been set up, we suggest taking a one-on-one class to set up and configure the system specifically for your hotel's needs.
Recommended attendees: GW Sys. Admin, F/D Supervisors & Agents, Executive Admin., AYS/PBX Agents, Hskp. Dispatch, and Eng. Dispatch.
Rooms Preventive Maintenance »
Increase guest retention by providing "perfect" rooms. Use GuestWare to schedule rooms for Preventive Maintenance. Automate processes to ensure all guest rooms and other hotel facilities are in working order.
In this class you will learn how to:
- Configure PM Checklists in GuestWare
- Adjust configuration options to fine-tune system for your needs
- Establish improved standards for room quality
- Automate room PM scheduling
- Update task groups, detailed tasks, and checklists
- Improve follow-up with reported maintenance issues
- Eliminate recurring problems using detailed room history
- Maintain records for room PM history
- Generate management reports on labor productivity, problem trends, and recurring issues
- Provide data for project planning and room renovations
This class is designed for properties needing an overview and instructions on using the functions of the Rooms PM module. This module does not need to be configured before taking the course.
Recommended attendees: GW Sys. Admin., Hskp. Manager, Eng. Manager, and Eng. Admin
Work Orders »
Improve guest satisfaction by resolving cosmetic issues in a timely manner. Use GuestWare to prioritize and monitor necessary maintenance tasks.
In this class you will learn how to:
- Configure the Work Order parameters in GuestWare
- Adjust configuration options to fine-tune system for your needs
- See and learn processes for Work Orders from other properties
- Improve follow-up with reported maintenance issues
- Eliminate recurring problems using detailed room history
- Generate management reports on labor productivity, problem trends, and recurring issues
- Provide data for project planning and room renovations
- Master the work order module to identify, enter, and monitor work orders
This class is designed for properties needing an overview and instructions on using the functions of the Work Order module. This module does not need to be configured before taking the course.
Recommended attendees: GW Sys. Admin., Hskp. Manager, Eng. Manager, and Eng. Admin.
Comment Cards »
Automate your process for summarizing results of guest comment cards. Use GuestWare to record and analyze multiple comment cards for your hotel.
In this class you will learn how to:
- Configure your comment cards in GuestWare
- Record and track comment card results and written feedback
- Automate follow-up procedures including mail merge letters
- Share comment card results with staff members
- Generate and analyze reports on guest satisfaction
Recommended attendees: GW Sys. Admin., F/D Supervisors & Agents, Executive Admin., AYS/PBX Agents, Hskp. Dispatch, and Eng. Dispatch.
2.0 to 3.0 Differences »
Utilize the added benefits of GuestWare 3.0 to their fullest. Learn the differences between GuestWare 2.0 and 3.0 while focusing on the Guest Recognition module and configuration changes.
In this class you will learn how to:
- Differences between GuestWare 2.0 and 3.0 for each module
- Setup and configuration changes
- Guest Recognition focus (see Guest Recognition outline)
This class is designed for properties needing an overview and instructions on the new GuestWare 3.0 version of software.
Recommended attendees: GW Sys. Admin., F/D Supervisors & Agents, Executive Admin., AYS/PBX Agents, Hskp. Dispatch, and Eng. Dispatch.
Facilities Module»
Increase guest retention by providing "perfect" rooms. Use GuestWare to schedule rooms for Preventive Maintenance and to prioritize and monitor necessary maintenance tasks. Automate processes to ensure all guest rooms and other hotel facilities are in working order.
In this class you will learn how to:
- Configure the Work Order parameters and PM Checklists in GuestWare
- Adjust configuration options to fine-tune system for your needs
- See and learn processes for Work Orders from other properties
- Establish improved standards for room quality
- Automate room PM scheduling
- Update task groups, detailed tasks, and checklists
- Improve follow-up with reported maintenance issues
- Eliminate recurring problems using detailed room history
- Maintain records for room PM history
- Generate management reports on labor productivity, problem trends, and recurring issues
- Provide data for project planning and room renovations
- Master the work order module to identify, enter, and monitor work orders
This class is designed for properties needing an overview and instructions on using the functions of the Work Order module and the Rooms PM module. This module does not need to be configured before taking the course.
Setup and Configuration »
Learn about the setup options and lookup lists available for each module. This class will help you to customize each GuestWare module to suite the needs of your site.
In this class you will learn how to:
- Build your own rooms, users, associates, solutions, etc.
- Add, edit, delete, or merge incident codes
- Customize the setup to include or exclude fields
- Understand the module functions and how to customize them
- Create letters for mail merges
- Modify system-supplied information to reflect the needs of your site
- Develop procedures for data entry from the insight received
This class is designed for properties needing an overview and instructions on the configuration of GuestWare.
Recommended attendees: GW Sys. Admin.
Communications Server Administrative Training »
Create, edit, and delete devices and rules for automatic paging from your Rapid Response module.
In this class you will learn how to:
- Add different paging devices for Nextel, Arch, Spectralink, and e-mail
- Remove devices from rules to allow old paging devices to be deleted
- Create or Edit rule names and conditions
- Set up rule events and responses
- Understand the order of rules and "fall-out" rules
- Read device and error logs to track a "page"
- Overall comprehension of entire paging system
- Troubleshoot common paging problems
This class is designed for properties needing an overview and instructions on the communications piece of GuestWare.
Recommended attendees: GW Sys. Admin, and I/T Manager.
GuestWare Admin. Training »
Understand the inner workings of GuestWare. Learn the benefits of each module with tips and tricks for better system utilization. Gain propertywide ownership.
In this class you will learn how to:
- Become an expert in Setup and Configuration
- Learn tips and tricks for each module
- Develop better data entry procedures
- Troubleshoot common problems
This class is designed for properties needing an overview and instructions on the new GuestWare 3.0 version of software.
Recommended attendees: GW Sys. Admin.
Reports & Graphs »
Make use of all the data that has been collected in GuestWare. Learn to create and understand basic reports to identify areas for process improvement. This class will show you how to mine your data beyond basic reports and problem identification. Total Quality is not just another buzz phrase. We will show you how to use GuestWare to identify trends, causes and potential solutions to eliminate recurring problems.
In this class you will learn how to:
- Locate reports for every module in GuestWare
- Master the basic skills needed to create reports and graphs
- Troubleshoot common issues with reports and graphs
- Use basic filtering rules to get more detailed information
- Print reports and graphs
- See and learn how other hotels use customized reports and graphs for process improvement
- Use advanced filtering options to generate specific detailed reports and graphs
- Determine which reports and graphs to run on a daily, weekly, or monthly schedule
- Analyze report and graph results to make better management decisions
- Use reports and graphs to create and automate mail merge features in GuestWare
- Export important GuestWare data for analysis
This class is designed for users needing an overview and instructions on creating and printing basic reports and graphs in GuestWare as well as analyzing results.
Recommended attendees: GW Sys. Admin., F/D Supervisors, Executive Admin., AYS Manager, Hskp. Manager, Eng. Manager, Director of Operations, Resident Manager, and GM.