Service issues after departure need to be related to the customer’s order at that time. If you only search for information by room number, the information of new guests may be mistakenly brought into the historical work orders, so the service records should be based on the original business identity.

Association basis

Service requests initiated from the order should bring the necessary room or booking background to reduce repeated inquiries by staff. Questions after departure can still be linked to historical bookings and should not lose context because the room has been assigned to another guest.

Processing process

Problem classification, responsibility positions and priorities must be set according to the hotel’s actual service methods. Keep previous processing records when transferring so that the new person in charge knows what inspections have been completed.

Result record

The handling results need to express what has been done and whether follow-up is needed. Satisfaction feedback can help understand the service situation, but the number of evaluations cannot directly represent the quality of problem solving, and business records must still be checked.

Scenario verification

A post-departure service problem still needs to find the original order, but the information of the current guest staying in the same room should not be read. The associated objects should be historical business records, and customer information cannot be spliced ​​only through room numbers.

Specific verification method

After the original guest leaves the hotel and the new guest moves into the same room, check the original work order again to confirm that it is still associated with the old order; add attachments and transfer them, and check that the historical replies are complete; request the current tenant’s information with a restricted position to confirm that the original work order will not expand the scope of its data access.

The room number can be used as a search clue, but it cannot be associated with the customer’s identity. The order and work order must have a clear relationship, so that the processing personnel after leaving the store can check the true background and the communication process that has occurred.