HE: Hotel Effectiveness FAQ: Troubleshooting & Common Questions

This article provides answers and troubleshooting steps for common issues encountered in Hotel Effectiveness, including scheduling, labor plans, and reporting.

Table of Contents

1. How do I submit a feature request or report a bug?
2. Why are my labor plans building as "Fixed" instead of "Variable"?
3. Why is the "Already Scheduled" status showing incorrectly for an employee?
4. Why am I unable to schedule salaried managers?
5. How do I fix unexpected error messages when accessing certain features?
6. Why are custom category display names showing incorrectly in the schedule?

How do I submit a feature request or report a bug?

To report a bug or request assistance with a technical issue, you should create a support ticket with Hotel Effectiveness Customer Support. For integration-specific issues (like Oasis, ProfitSword, or Alice), include specific details such as the Hotel ID and the nature of the discrepancy. You can email support at [e-mail].

Why are my labor plans building as "Fixed" instead of "Variable"?

This is often related to Business Driver mapping. Variable labor standards rely on operational metrics (like Rooms Sold or F&B Revenue) to calculate hours.

• Mapping Issues: If the business driver is not mapped correctly via 3rd Party Revenue Sync Mapping, the system may not receive the data needed to trigger the "Variable" logic.
• No Data in Forecast: If the business driver exists but has no values in the Scheduler Step 1: Forecast, the system cannot calculate variable hours.
• Plan Basis: Ensure the position's labor standard is specifically set to "Variable" in the Labor Standards Editor and linked to an active driver or driver group.

Why is the "Already Scheduled" status showing incorrectly for an employee?

In the New Day View of the Scheduler, the "Already Scheduled" status appears within a shift block when an employee's shift spans multiple days (e.g., an overnight shift).

• Resolution: To make edits to these shifts, you must navigate back to the previous day (the day the shift started) to modify the start or end times.
• Note: If an employee appears scheduled when they are not, check for "Pending" shifts or shifts assigned to that employee at a Sister Hotel if labor sharing is enabled.

Why am I unable to schedule salaried managers?

If salaried associates are not appearing in the Scheduler or are showing 0 hours, check your Salary Schedule Pattern settings:

1. Navigate to Settings > Schedule Settings.
2. Locate the Salary Schedule Pattern section.
3. Ensure the pattern is not set to "0 Hours per Day" or "Do not Build any Salary Hours."
4. Employee Profile: Verify that the "Employee Type" in their profile is strictly set to Salary. If they are set to Hourly, the salary auto-punch and scheduling logic will not apply.

How do I fix unexpected error messages when accessing certain features?

Many unexpected errors (such as pages not loading, buttons not responding, or login loops) are caused by browser cache or third-party cookie restrictions.

• Clear Cache & Cookies: This is recommended for resolving login issues and outdated content.
• Enable Third-Party Cookies: Because modules like Time & Attendance often operate as cross-site services, you must allow third-party cookies for https://my.hoteleffectiveness.com/ in your browser settings (Chrome, Edge, Firefox, or Safari).
• Pop-up Blockers: If the "Add Shift" window does not appear, ensure your browser is not blocking pop-ups for the site.

Why are custom category display names showing incorrectly in the schedule?

Custom shift categories are used to label time as "Meeting," "On-Call," or "Manager on Duty."

• Translation Limitation: If your app is set to Spanish, please note that user-generated content—including custom schedule category names and position names—is not translated by the system. They will appear exactly as they were typed during setup.
• Configuration: To update or deactivate these, navigate to Settings > Schedule Settings (or the specific Scheduler category setup page) to ensure the labels match your hotel's naming conventions.