The guest relation module in Flexkeeping allows you to record any feedback received from the guest and to ensure no complaint gets overlooked. In the Flexkeeping web app, the module opens from the Modules menu as Guest Relations. This article is for Flexkeeping users who have access to the guest relation module. In the guest relation module, you create positive or negative feedback, add a resolution with the items you compensate to the guest, record a cost of quality for complimentary items, follow open and resolved feedback in the feedback overview, and find all entries in the Analytics reports. With the guest relation module, your team records every guest complaint and every compensation in one place.

 

 

In this article, you can learn about:

• How to use the guest relation module in Flexkeeping

  • How to create feedback in the guest relation module

  • How to add a resolution to guest feedback

    • Add a resolution right away

    • Add a resolution later

  • How to record a Cost of Quality in the guest relation module

  • How to check open and resolved feedback in the feedback overview

  • How to find guest relation entries in Analytics

 

How to use the guest relation module in Flexkeeping

In the guest relation module in Flexkeeping, you first create the feedback, then you add a resolution right away or later. Items that you give to guests as compensation are recorded as a Cost of Quality, and all entries appear in the feedback overview and in the Analytics reports.

How to create feedback in the guest relation module

To record feedback from a guest in Flexkeeping, you choose the type of feedback and fill out the feedback form.

1. In the Flexkeeping web app, go to Modules > Guest Relations.

2. In the top right corner, choose the type of feedback: Positive or Negative.

3. Fill out the form with the following information:

   • Code: select the code that applies. These codes are created in Administration > Assignment code. For more information, go to How to set up and use assignment codes in Flexkeeping.

   • Room number: choose the relevant room number.

   • Choose Guest: if Flexkeeping is integrated with your property management system, or PMS, select the guest from the dropdown menu.

   • Choose Employee: if you want to assign the feedback to a specific staff member, select them from the dropdown list.

   • Comment: add any additional information related to the feedback.

   • Select an emoji that best represents the feedback.

   • Feedback resolved: indicate whether the feedback is resolved by selecting Yes or No.

If you select Yes, you add a resolution right away. If you select No, Flexkeeping saves the feedback and you add a resolution later. Both options are described in How to add a resolution to guest feedback.

How to add a resolution to guest feedback

A resolution records how you resolved the feedback and which items you compensated to the guest. You add the resolution right away, when you create the feedback, or later, from the list of feedback in the guest relation module.

Add a resolution right away

If the issue is resolved right away, you select Yes and add a resolution.

1. In the Flexkeeping web app, in the feedback form in Modules > Guest Relations, select Yes for Feedback resolved.

2. Choose an item from the list on the left. The items are added in Administration > Addons > Cost Of Quality. For more information, go to How to add and manage add-on items in Flexkeeping.

3. Adjust the quantity.

4. Add the compensated item's value on the right.

5. Include a comment.

6. Assess the guest's satisfaction.

7. Save the resolution. 

Add a resolution later

If immediate resolution is not possible, you select No to save the feedback and add the resolution later.

1. In the Flexkeeping web app, in the feedback form in Modules > Guest Relations, select No for Feedback resolved to save the feedback.

2. When you are ready to add the resolution, in Modules > Guest Relations, select the feedback.

3. Click the three dots icon on the right of the feedback.

4. Select Add a resolution. 

5. Choose an item from the list on the left.

6. Adjust the quantity.

7. Add the compensated item's value on the right.

8. Include a comment.

9. Assess the guest's satisfaction.

10. Save the resolution. 

How to record a Cost of Quality in the guest relation module

Any item that is compensated to the guests can be entered as a Cost of Quality. You can use the Cost of Quality to keep track of complimentary items that are given to guests on special occasions, for example birthdays, honeymoons, anniversaries and stays of very important persons, or VIPs. 

1. In the Flexkeeping web app, go to Modules > Guest Relations.

2. Click the Cost of Quality button.

3. Fill out the following fields:

   • Code: select the code. The codes are added in Administration > Assignment Codes.

   • Choose the room.

   • Select the guest.

   • Add a comment if needed.

4. Click Add items.

5. Select the items that were compensated.

6. Click Save.

How to check open and resolved feedback in the feedback overview

In the feedback overview in the guest relation module, any resolved feedback is marked with a green tick and open feedback is shown with an x. The resolved feedback disappears from the page after midnight, but this setting can be adjusted if needed. 

The screenshot shows the feedback overview in the guest relation module in Flexkeeping, with resolved feedback marked with a green tick and open feedback marked with an x. 

How to find guest relation entries in Analytics

All the entries in the guest relation module can be found in Analytics in Flexkeeping through three different reports:

• Guest Relations

• Cost of complaints

• Cost of Quality

 

Once you record feedback and resolutions in the guest relation module in Flexkeeping, every complaint, compensation and complimentary item is tracked, and your team can review them in the feedback overview and in the Analytics reports.