Overview

Chexology's Web Dispatch feature allows managers or team leads to assign tasks (aka actions) to team members using the Chexology Dashboard on any modern web browser.

To access Web Dispatch, log in to the Dashboard and click Dispatch.

Guest list

The Dispatch page has two buttons, Guest and Actions, which show you two different lists.

The Guest list shows current, incoming, and recently departed guests that are in the reservation system or have had items tagged. In this view, you can:

• Create new actions
• Search for guests
• Filter the results by status or tag type

Actions list

The Actions button shows a list of every action that is currently active.

The columns in the Actions list show important information such as the status of different actions and how long it has been since each one was assigned. This way, you can see how long a customer has been waiting for their items and you can prioritize tasks (actions) accordingly.

By default, this view shows the oldest actions at the top and the newest at the bottom.

If a guest has more than one action associated with them, each action will be shown on its own separate row (such as Linda Swan in the example below).

Tip: To see a list of actions that have been completed, view the Action Report.

Adding and Assigning Actions

This next section shows some examples of actions and how to assign them. For all three examples, start with these Common Steps.

Common Steps

1. Search for the guest.
   
    
2. Click anywhere on that guest's row or the Add Action button.
   
    
3. See each example scenario below to learn how to create actions for different types of tasks.
    
4. After an action is created, it will be added to the Actions list. It will also appear as an alert the assigned bell team member's device and on their Actions list in the app.

Example 1: Luggage Return (Arrival guest)

Scenario: A guest checked in their luggage earlier in the day. The luggage was tagged and stored by a team member. Now, the guest's room is ready and we need to deliver the luggage.

1. After completing the Common Steps above, go to the Select Action Type section and click Luggage Return.
   
    
2. Select the Luggage you need to deliver and click Next.
   
   
   Tip: If there is more than one tagged item, make sure to select all the items that need to be returned.
    
3. In the Luggage Return section:
   1. Select Room as the Destination.
   2. Add an Action Note if needed.
   3. Click Select Assignee.
      
      Tip: If you have auto-assign enabled, you won't need to select an Assignee and can simply click Create Action.
       
4. After selecting the person responsible for completing the task, click Assign.
   
   Tip: The list of team members will show their status as available ⬤, busy ⬤, or away ⬤.
    
5. The team member assigned to this action should now be shown on the screen.
   Click Create Action to complete dispatching this task and send it to the action list.
   

Example 2: Food Delivery (In House guest)

Scenario: A guest ordered food from a local restaurant and it's been delivered to the front desk.

1. After completing the Common Steps above, go to the Select Action Type section and click Bell Request. Then click Next.
   
    
2. Choose the following settings for the Bell Request (your location may have different options):
   1. Room Delivery
   2. Food
   3. Lobby (or wherever food is dropped off)
   4. Room (or wherever the guest wants their food delivered)
   5. Add any important notes.
   6. Click Select Assignee to select the team member to be assigned the action.
      
       
3. After selecting the person responsible for completing the task, click Assign.
   
   Tip: The list of team members will show their status as available ⬤, busy ⬤, or away ⬤.
    
4. The team member assigned to this action should now be shown on the screen.
   Click Create Action to complete dispatching this task and send it to the action list.
   
    

Example 3: Luggage Pickup (Departure guest)

Scenario: A guest is leaving and needs their luggage brought to the front lobby.

1. After searching for and selecting the guest in the Guest list as described in the Common Steps above, go to the Select Action Type section and click Bell Request. Then click Next.
   
   
    
2. Choose the following settings for the Bell Request:
   1. Luggage pickup
   2. Luggage
   3. Room
   4. Lobby (or wherever the guest wants their luggage delivered)
   5. Add any important notes if needed.
   6. Click Select Assignee to select the team member to be assigned the action.
      
       
3. After selecting the person responsible for completing the task, click Assign.
   
   Tip: The list of team members will show their status as available ⬤, busy ⬤, or away ⬤.
    
4. Click Create Action to complete dispatching this task and send it to the action list.
   

Auto Assigning actions

The Auto Assign feature is a method Chexology uses for distributing labor fairly between bell team members. Here's how it works:

• The bell team member who is eligible to be assigned an action and has been waiting the longest will receive the next guest-facing action.
• Eligible means that the team member's availability is 'on' and that they are not currently busy with a different guest-facing assignment.
• Guest-facing actions include tasks where a team member might receive a tip for their services such as deliveries, pickups, and room transfers. Bell team members must complete a guest-facing action before they can be auto-assigned another one.
• Storage actions, however, are not guest-facing and do not affect a team member's eligibility. So, it is possible that a team member may be in the middle of completing a storage action and receive the next guest-facing action  if they have been waiting the longest.

Action order:

• The next guest-facing action is always the oldest one. If all team members are either busy performing guest-facing actions or unavailable, the first bell team member to complete an action and become available will receive the next guest-facing action.

Re-Assigning actions

To change the assignee of an action, take the following steps:

1. Go to the Actions list, find, and click on the desired action.
2. Click the View Details button.
3. Click Edit Assignee.
4. Choose the new team member.
5. Click Assign.

Note: If the re-assigned action is guest-facing, the team member that was un-assigned will become "next in line" for the next guest-facing action to keep a fair distribution of labor.

Editing Actions

If you need to make changes to an action, you can do so by taking the following steps.

1. Go to the Actions list and find the action you need. If the list is long, search by name or room number.
   
    
2. Click the View Details button on the action you need to edit.
   
   
   This will open the Action Details screen.
   
   Note: You can completely delete the assignment in the Action Details screen by clicking Cancel Action. Only do this if you are absolutely sure you want permanently to cancel the action.
    
3. Click Edit Details. You can edit all the information that was available when the action was created.
   
    
4. Make the changes you need and click Update Details when you are done. 
   
   
   A Note about notes: Every time an action is updated, the old notes are saved.
   
    
5. Each time an action is updated, an alert will be sent to the assigned team member's device.
   

Action Report vs. Actions list

The Action Report and the Action list are two different features in the Chexology Admin Dashboard. The most important differences are that the Action List only shows actions that are active, the actions are shown with the oldest at the top and the newest at the bottom, and the actions in the Actions list are editable.

The Action Report , on the other hand, displays every action that exists, whether it is active (assigned) or completed (closed), actions are ordered by column selection, and the option to edit actions is not available.

Learn more about the Action Report here.