Writing an Effective TVLLOG
When writing a TVLLOG, your comments are more powerful when they clearly identify the "who, what, where and why" in a concise and professional manner. There is a difference between writing a TVLLOG to vent frustrations and writing one to effectively communicate one's problem. When problems arise, proactively request a resolution from hotel staff or manager on duty while you're at the hotel.
Your TVLLOG is reviewed by your AFA-MEC Hotel Committee, your local Council's Hotel Committee, and the Purchasing Agents (Buyers) at United's Crew Accommodations Department (WHQBQ). TVLLOG is a permanent corporate database created to document and track hotel and transportation complaints and praises. When submitting a TVLLOG, your comment is automatically sent to:
- The AFA Hotel Committee Chairperson
- Your local AFA Hotel Committee Chairperson
- The WHQBQ Senior Buyer responsible for the location
- Your local Domicile Manager
To access the reporting page, type “TVLLOG” into Unimatic. You will receive a page with your file number that will ask for an occurrence date and city code. Do NOT put anything under “LOG #”.
Example:
ACTN FILE # OCCUR DT CITY LOG# (ISSUE INPUT)
»TVLLOG / ADD/ 066347/ mmddyy/ ......./ ...../
Enter after adding occurrence date and city and you will get the TVLLOG fill-in format.
The first component of writing an effective TVLLOG is to provide all pertinent details:
- Occurrence date
- City/Airport code
- Name of hotel or transportation company
- Hotel Check-in time
- Room number (or van number *)
- ID and date
- Inbound flight number
* In the case of a transportation vendor, provide a license plate/vehicle number and indicate the outbound flight number, if applicable, in the comments section.
The next component of a TVLLOG is filling in your comment(s). Include the names of people you spoke with in the attempt to solve the problem (either from the hotel or the United Hotel Desk), relevant timelines, and a summary of your issues (simply stated). If discussing problems with your room, providing a room number is imperative for follow up. Remember that TVLLOG is a company document. What you write cannot be undone. Leave a lasting, professional impression.
Once your comments are completed, tab to SNDLOG and press <enter>. The issue/compliment will be recorded in the Crew Accommodations data base. The completed TVLLOG is your record of the event and can be printed for your records.
Sample of effective TVLLOG
ACTN FILE # OCCUR DT CITY LOG# (ISSUE INPUT) ;TVLLOG / ADD/ 123456/ 041306/ GSO/ ../ EMPLOYEE: CLOONEY, GEORGE (ORDSW) HTL OR TRAN NAME: ACME HOTEL______________________/ HTL CHK IN TIME:0900 ____/ ROOM NUMBER:321____/ CREW ONLY) ID#: 456_/ ID DATE: 041206/INBOUND FLT:123_/ COMMENTS: FLT BLOCKED 0725, REACHED CURBSIDE AT 0755. NO HOTEL VAN AND AT 0800 TOOK TAXI TO HOTEL. ASSIGNED RM 321 - DIRTY.
IT HAD A BROKEN AC UNIT AND IS A SMOKING ROOM. FRONT DESK MGR, JENNIFER ANISTON,
REASSIGNED MY ROOM TO THE PRESIDENTIAL SUITE. NO FOOD WHEN I AWOKE.
RESTAURANT AND ROOM SERVICE WERE CLOSED 1400-1730.______ *PAGE 1* TO SEND TVLLOG SNDLOG>> _ FOR PAGE 2 MORLOG>> _SLASHES(/) OR COLONS(:) CAN NOW BE USED IN THE COMMENTS FIELD
Revised 3/26/08
