BHC Resorts
After-Hours Instructions and Information
Chris Biggers
over 4 years ago
To request IT service after-hours, click the After-Hours checkbox when submitting a new ticket, or put #afterhours in the body or subject of a new email to [email protected] . What qualifies as after-hours? Ann issue that the IT team needs to look at something outside the hours of Monday through Friday, 8am to 5pm that is:
- An issue that cannot wait until the next business day to resolve because it is affecting hotel operations
- An issue that cannot wait until the next business day to resolve because it is affecting guest satisfaction
What are some examples of these scenarios?
- Credit cards are not working for more than 50% of a location (example, all of the credit card readers are not working in the restaurant)
- E-mail is not operational
- Internet is not operational
- A guest is having connectivity problems to WiFi and you've already tried the normal troubleshooting steps, and they are still having issues
- An environmental hazard - flooding, fire, etc.
Some common issues that can wait until the next business day:
- Printer issues, if an alternative is available (for example, if you have two front desk printers, and only one is not working)
- A single credit card reader is not working correctly, or not accepting chip
- Anything that falls under the realm of feedback ("tonight the internet seemed a little slow, the printer is almost out of toner, the camera is a little fuzzy, etc.)
Thank you everyone for helping us maintain a great working environment for both our employees and our guests!