Time and Task Analysis Overview
Note: attached to this article you will find a spreadsheet can be used for the data entry of a time task analysis. This can be used to create Pivot Tables, graphs, charts, etc. for the Time Task Analysis.
To understand how your organization currently functions, it's critical to understand what each member of our team is spending their time doing each day. The Time & Task Analysis is designed to do just that.
Each staff member will complete one Time & Task Analysis data entry form per day for five business days. It is important that you record each category of the task performed, not each individual task. For instance, if a member of your team spends the first half-hour of a day on an administrative task, it is appropriate to note this as “Admin”. It is not necessary to write down each individual administrative task completed during that half-hour.
During the next five days, make it a practice to pause every 15 minutes to record the type of work you have completed in the preceding 15 minutes on the Time & Task Analysis Data Entry located in the Revinate Knowledge Base.
Please read the following definitions carefully. It is important that you categorize your time using these definitions in order to have an accurate analysis.
Time & Task Analysis Categories
Administration
- This is the time spent on administrative, operational or financial issues. Examples include:
- Checking online reservations
- Checking reservation quotes with deposits
- Reviewing and assigning leads to agents for outbound follow-up calls
- Property or room inspections
Data Collection / Entry
- Preparing Supervisor reports for weekly management meetings
- Printing quotes, reservations and cancellations
- Property Management System downloads
- Collecting metrics for management
Sales
- Answering inbound reservation sales calls via Hub
- Making outbound reservation sales calls via Hub
- Responding to email inquiries for new reservations
- Making reservations from local calls
Call Management & Scoring
- Listening and Scoring lead calls — Hot & Not Booked
- Listening to Non-lead calls — Other Inquiry, Property Turndown, etc.
- Running Call Scoring report
- Listening to Voicemails and inspecting Abandon calls for sales opportunities
Coaching & Documentation
- Conducting individual agent coaching sessions
- Conducting team or peer-to-peer coaching
- Setting agent sales goals
- Documenting coaching meetings and results
Training
This includes time spent answering agent questions, training new agents or re-training veteran staff on:
- Your properties, policies and procedures
- Hub and Leads
- Reservation sales training
- Lead management — assigning to self or another agent with an email reminder
- Call and Booked Lead Compliance issues and Revinate Best Practices
Customer Service — Internal Clients (Troubleshooting / Problem Solving)
This category includes working with agents on problems they are having with the Property Management System and Reservation Sales Suite software.
- Troubleshoot Property Management System issues
- Troubleshooting Hub or Lead issues
- Phone system problems
- Showing agents how to correct issues or how to do something correctly after they have completed training
Customer Service — External Clients (Troubleshooting / Problem Solving)
This category includes working with guests or potential guests on problems they are having with reservations or accommodations.
- Saving cancellations
- Time spent moving guests to different room types or properties upon their insistence/request
- Calculating and processing reservation adjustments or refunds
Professional Development & Planning
This category covers the time spent on learning about anything that has to do with your Property Management System or Revinate
- Peer-to-Peer training
- One-to-One training with the Reservation Sales Manager or Customer Success Manager
- Revinate University webinar training and Certification testing
- Strategic planning and forecasting for reservation department
Personal / Miscellaneous
This category covers time taken for breaks, lunch or personal matters