“Featured” Summer Training Content

Summer is one of the most beautiful seasons of the year. The air holds a vibrancy that winter seems to lack; the sky appears bluer, and the future feels more promising. From golden sunshine to beautiful flowers, summer can warm even the coldest heart. To kick off and welcome the start of summer your Training Team hosted three game changing webinars for RRI West operations and will be featured content in WEST Edge.

Booking.com Uncollected Revenue – Maximizing Revenue Opportunities

As hotel operators maximizing your hotel’s revenue opportunities is a key generator in the

success of your hotel. Training hosted the Booking.com Uncollected Revenue webinar to assist you in gaining operational efficiencies by preventing you from missing out on revenue your hotel was due from Booking.com Virtual Cards. To learn more, use the below links to access information in WEST Edge.

Booking.com guide: CLICK HERE

PowerPoint: CLICK HERE

Expedia Guest Experience Metrics – Search and Sort Factors

Expedia introduces “search and sort factors”. These factors listen to more signals that indicate a greater likelihood of guests’ great experiences and repeat stays and will have greater impact in your sort. Search and sort factors determine where properties appear in search's, with an emphasis on properties that provide a great guest experience. Expedia will consider your offer strength, or how well your property competes in the marketplace based on rates, availability, and content completeness. To learn more, follow the link Search and Sort CLICK HERE

Late Checkout Fees

A late check-out fee is a surcharge added to a guest’s nightly rate to cover the cost of a guest staying past the check-out time in your hotel, which may potentially incur extra cleaning charges and of course the inconvenience. A late charge is a transaction requiring posting to a guest folio that does not reach the front office until the guest has checked out and left the hotel. In the effort to cut back on guest checking out late and housekeepers MPR, RRI West has implemented a NEW Late Checkout Fee for ALL properties. To learn more click on the below Late Checkout Fees tools.

RR West Late Checkout Fees Recorded Webinar - BizLibrary LMS - Home

RR West Night Before Departure Call - BizLibrary LMS - Home

RR West Late Checkout Fees PPT - BizLibrary LMS - Home

RR West Late Checkout Fees Job Aid - BizLibrary LMS - Home

RR West Night Before Departure Call Log - BizLibrary LMS - Home

Stay tuned for more riveting summer training fun. Coming to a computer near you soon:

• Time Management

• Accountability

• Sensitivity & Compassion

• Empowerment

Training Update

RediStay Non-Guaranteed Reservations Job Aid, Booking.com Guide & Expedia Partner Central Guide

In the last month, we have shared with you training on RediStay Non-Guaranteed Reservation (GTD). We have updated the Booking.com guide and created a guide for searching for BAD credit cards and cancelling reservations in Expedia Partner Central for you and your team.

As a friendly reminder, it’s important that your hotel is always looking at tomorrow’s arrivals as well as today’s arrivals for any Non GTD or BAD reservations to ensure we are selling all available rooms every night. Don’t forget when you cancel an OTA reservation in RediStay for an invalid credit card or BAD credit card, you MUST log into extranet portals such as Booking.com or Expedia Partner Central and cancel the reservation there to ensure we are not billed commission fees for cancelled reservation. You must also notate in both RediStay and Extranet Portals (Booking.com, Expedia, Agoda etc.) the reason you cancelled the reservation. This is an extremely important step, AGAIN this must be done in RediStay and Extranet Portals. Ensure your staff know and understand your hotel’s cancellation policies and OTA cancellation policies and that you are following cancellation policies prior to cancelling reservations in RediStay or Extranet Portals.

Please download from the links below the RediStay Non GTD Reservation Job Aid, Booking.com & Expedia Partner Central Training Guides and post at the front desk for your team. Save a copy on your front desk PC for quick reference. The job aid provides front desk step by step instructions how to search and identify Non GTD reservations in RediStay, provide instructions for researching Non GTD reservations and how to identify booking source. The RediStay job aid includes step by step instruction how to mark a reservation invalid in Booking.com and Expedia extranet portals when you have an invalid credit card or are missing CVC.

Non-Guaranteed Reservation Job Aid – click here

Booking.com Guide – click here

Expedia Partner Central Guide - click here

If you have any questions, please reach out to your Training Team at Training@whgextstay.com.

ExpediaPC Guide 4.2022.docx

Download DOCX • 1.00MB

RR.RediStay - Non GTD Reservation.docx

Download DOCX • 1.57MB

Booking.com Guide 3.2022.docx

Download DOCX • 2.21MB

NEW P&G Products & OSHA Compliance

As you begin to receive the new P&G product it is also important to remember to make sure we are OSHA compliant. P&G will provide you with SDS (Safety Data Sheets) on all new chemicals/products. Anytime new chemicals or products are being introduced and used on the property there must be an SDS for those products. We must train our staff on these new products, explain what the hazards are, how to properly use and how to handle chemicals as well as any Personal Protective Equipment (PPE) items required when handling product.

This is not a new process and again should have always been in place. Therefore, anytime new product is introduced a training log listing product must be completed with employee signature and what exposure risk had been reviewed.

You may be more familiar with the below log which employees are expected to sign. So, whether the new product is added on the log below or on the ones that P&G attached is fine, as long as training takes place, we have the SDS sheets, the training is signed off on.

OSHA Hazard Communication Log

For Front Desk/Housekeeping/Laundry click here.

For Maintenance click here.

What should I do with the old Ecolab logs?

Any training that relates to any OSHA data must be maintained for 5 years to show historical training. Ecolab logs must be maintained for this minimum. As long as all Ecolab product is removed from the hotel and no straggler product is stored anywhere then you may remove the SDS sheets on file for those chemicals.

The important factor to remember is that no product may be on property - even in a storage room - without having an SDS sheet on file for staff to reference the product. Take the time to review your SDS binder and make sure all are up to date, provide training and keep a log.

For additional information and training on P&G products, you may visit their site by clicking here.

Any questions, please email the Training@whgextstay.com.