Check your role, the active organization, and whether the required TandemOS product is enabled. If the action is event-specific, confirm you opened the correct event.
Guest Services · Guest Services
Open and resolve a guest service case
Track guest assistance, accessibility, complaints and follow-up against the event and guest history.
01
Before you start
- Confirm you are working in the correct TandemOS organization.
- Open the correct event, venue, space, person, or record before making changes.
- Confirm your TandemOS role has access to the module used in this workflow.
- Confirm the guest/contact information and event/location context available to you.
02
Complete workflow
- 1
Open TandemOS Guest Services.
- 2
Review the case dashboard and choose New Case when a guest issue needs follow-up.
- 3
Link the event when the issue is event-specific and add the guest/contact information available to you.
- 4
Choose the case type and record the issue, accessibility need, service recovery or requested follow-up.
- 5
Assign or update the case owner/status as the venue works the issue.
- 6
Add follow-up notes so the next staff member sees the complete history.
- 7
Resolve the case only after the promised guest follow-up or internal action is complete.
03
Verify the result
- Confirm ownership and follow-up status are visible in the case history.
- Document every promised guest or internal follow-up.
- Resolve/close only when the promised action or disposition is complete.
04
Troubleshooting
Refresh the connected destination and confirm the source record is in the correct status. TandemOS only carries forward records that are ready/published/approved for that workflow.
See the connected system
This workflow does not live in isolation.
TandemOS carries the same event, people, permissions and operating history through the rest of the venue lifecycle.