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Configure DM Log Service Recovery Items

Service Recovery items give duty managers a consistent list of recovery options to record in a DM Log. Keep the list current so managers can select the right item and value when following up on a guest issue.

Quick Reference​

SettingWhat It ControlsWhat To Check
Service Recovery itemThe recovery option available in a DM Log.The name is clear to duty managers.
PriceThe value associated with the recovery item.Use the approved amount for the property.
EnabledWhether the item is available for use.Disable items that should no longer be selected.
LanguageThe displayed item name for an available HOME language.Review translations before staff use them.

Before You Start​

  • Confirm the property has agreed Service Recovery options and approved values.
  • Confirm you have access to DM Log settings.
  • Confirm the hotel is online before adding or changing items.
  • If the property uses multiple languages, prepare the approved item names for each language.

Add A Service Recovery Item​

  1. Go to Settings > DM Log > Service Recovery.
  2. Select Add.
  3. Enter a clear Service Recovery item name.
  4. Enter the approved price when the item has a charge or value.
  5. Confirm the item is enabled when it should be available in DM Logs.
  6. Save or add the item.
  7. Review the list to confirm the new item appears correctly.

Edit Or Disable An Item​

  1. Open Settings > DM Log > Service Recovery.
  2. Find the item you need to change.
  3. Select Edit.
  4. Update the item name or price as needed.
  5. Turn the item off when managers should no longer be able to select it.
  6. Click Save.

Disable an item when it may be needed in historical DM Logs but should not be selected for new recovery actions.

Review Translations​

  1. Open Settings > DM Log > Service Recovery.
  2. Select the language you want to review.
  3. Check the item names shown for that language.
  4. Use Translate when it is available and the property needs HOME to prepare translations.
  5. Review the translated names before relying on them in daily operations.

The Translate option is available only when the property has more than one configured language.

Delete An Item​

  1. Open Settings > DM Log > Service Recovery.
  2. Find the item that is no longer needed.
  3. Select Delete.
  4. Confirm the deletion when prompted.
  5. Refresh the list and confirm the item is no longer shown.

Delete an item only when the property no longer needs it. Disable it instead when the team may need to refer to the item while reviewing earlier DM Logs.

Troubleshooting​

The item will not save​

What you see: HOME does not save the Service Recovery item.

Do this:

  1. Confirm the item name is not blank.
  2. Check that the price is a valid decimal amount when you entered one.
  3. Confirm HOME is online.
  4. Try saving again.

The translation option is not available​

What you see: You cannot select Translate.

Do this:

  1. Confirm the property has more than one configured language.
  2. Confirm you are on the Service Recovery tab, not the email scheduler tab.
  3. Refresh the page after language configuration changes.

An item should not be used anymore​

What you see: A recovery item is still available to duty managers.

Do this:

  1. Open the item for editing.
  2. Turn off the enabled setting.
  3. Save the change.
  4. Confirm with a duty manager that the item is no longer available for new DM Logs.

Still Stuck?​

Contact support if a saved item does not appear in the Service Recovery list, changes do not remain after saving, or an item cannot be deleted when the property no longer needs it.