Reminder for how the process works:
For inn level work orders, you only need RVPO approval. Once you receive the email stating that your RVPO has approved an order, you can proceed with placing the order or starting the work
For capital work orders, RVPOs must approved first and then the M&C team will approve. The M&C team is not able to approve a work until after the RVPO has reviewed and approved.
Your Property Management System (PMS) or RediStay holds a lot of information and most of it is important information: guest names, addresses, phone numbers, and credit cards. To be PCI compliant, we need to make sure no one compromises your PMS.
One way to protect you and your PMS is changing your password every 90 days. RediStay does not automatically make you change your password, but there is away. At the bottom of the RediStay, double click on your name and a pop-up window will appear allowing you to change your password. It’s important to change your password frequently so that others don’t try logging in under your credentials.
RediStay dates and time stamps everything you do. To keep others from working in Redistay
under your credentials, make sure you log out of RediStay whenever you step away from the computer. Select Action Button F11 Logout. This way you can protect yourself from others making a mistake under your credentials. If your username is on a mistake, then that mistake will fall on you.
It is all our jobs to make our guest feel safe when they stay at our properties. This is not only security of the room and their belongings but of their data (personal and credit card).
One area of concern for us is the credit card reader. These devices are reading the guest credit card and asking them to supply information, so they have value to a criminal. There are many ways the credit card reader can be compromised, while devices such as ours are less frequently compromised than say gas pumps or ATM machines it does happen. Some examples of credit card reader compromises are, skimmers installed on the device, keyboard replacement, replacement of the complete device, tampering with the connections or installation of malicious software.
We have policies and procedures in place to catch this type of tampering’s and audits that the GM performs. Working at the front desk gives our employees a better chance than many to catch any of these types of issues before they can be a problem. Some items to watch for are:
If the readers look different – the keyboard looks different, the device seems to be a different size, or there is a seam as if something was put on top of the device. This could be an indication that a skimmer has been installed on the device or a keyboard overlay has been placed on it.
If someone is playing a lot with the reader or reaching behind it for some reason.
Someone shows up at the property saying they are there to fix the reader or do some work on the reader – IT will never send out a tech to the property to work on the device. All work is done by sending the device back to the corporate office or to the vendor.
If you are experiencing issues with credit card readers or a computer (mouse, keyboard, browser, specific sites, spyware/virus, account issues), or if you have a problem and you are unsure who to contact, reach out to Westmont IT Support.
Email: IT.Support@whg.com
Support Line: 713-933-0990
Use the RRI West POS Device Inspection Log to check the devices monthly. This log can be found on WEST Edge. These records must be retained for at least 2 years. For example, records kept for calendar 2021, would be disposed of at the end of 2023.
As we put another summer in the books many of us are moving out of our peak seasons. And just like the change of season we need to take time to reevaluate our strategies and make sure they are keeping up with the season. You will have the full support of the Revenue Team in making sure strategies are tweaked for the fall and winter. Here are a few items to help you to continue to drive results in the low demand periods.
Reward your loyal Guests
Redi Rewards Guest know what to expect when staying at your hotel
Redi Rewards Guest is more likely to leave a positive review score
Redi Rewards Guests understand that they will get the best possible rates by booking Direct
Add Value to your rate by partnering with local businesses
Work with local businesses to offer discounts on meals and services for your guest
Be sure to promote this on the Local Experience Page
Encourage longer stays
Guest Love a “good deal” work with your RM to set up attractive MLOS Offers
Offer Weekly Fixed Rates
Identify when the seasons shift
The Pandemic Reset Button has resulted in many norms no longer being the norm
Pay attention to shifts in booking patterns and indicators seasons shifting sooner or later than prior years
Geo-specific Targeting
Help your RM understand where your guest are coming from.
Accurate reservation data can help us target international travel
Apply Unconventional Pricing Strategies
Packages -Not just the typical OTA Services Packages
Fall Foliage Offers
Holiday Light Offers
Valentines Offers
Sports Offers
Large Price differences in room types can help yield strong results in high demand periods but can produce contrasting results in low season-Property Room type pricing can eliminate the need for discounting
Regenerate your Operations and Processes
Low season is the perfect time to train staff on essential revenue-generation strategy
For instance, you can provide front desk staff with best-practice training on:
Promoting booking upgrades
Upselling
Booking the guest next reservations
Capturing the reasons for travel
Thank you all for the support you continue to provide to the Revenue Team. It is our goal to keep the RRI West Portfolio out preforming the Brand and other REDvenue Managed hotels. In the past 12 months we have out preformed both the Brand and REDvenue Locations 8 months in RevPAR Index. The 4 months we have lost to them were the shoulder season months. All Crew No Passengers let’s get these shoulder wins and hit 12 out 12 months of out preforming the Brand and REDvenue Managed Inns.