WM National Accounts Customer Care

Your Day-to-Day Point of Contact for all your service needs and questions.

Phone: (888) 625-5323

Customer Care Representatives are available M-F, 7am – 8pm and Saturday, 7am – 3:30pm EST.  Your customer ID is RRF

Chat:

Available 24/7 for self-service pickups &

ETA requests. 

https://chatnow.wmsbs.wm.com/

Portal:

Available 24/7 for self-service pickups

And ETA requests. Register for access at wm.com/national

For Service Escalations & After -Hours Emergencies, call (888) 625-5323

• Request a Pickup

  • Empty & Return for Open Top or Compactor

  • Open Top Removal

  • Extra Pickup of Dumpsters

  • Bulk Pickups

• Order an Open Top

  • Emergency & Non-Emergency

• Get ETAs for Service

• Check Schedule Details

• Order Dumpster Lids, Locks or Wheels

• Report a Missed Service

• Compactor Repairs

• Relocations

RRF WM National Accounts Customer Care Guide.pdf

Download PDF • 280KB

Mibe Vibe

When Budgets are tight, training is still an important key to our success!

Whether it's been shared by your RVPO during region calls, outlined in your bonus letters, reflected in your property's performance, local comp set, or observed through other indicators, we continue to navigate the dynamic financial landscape within our industry, and it’s more important than ever that we stay focused on what matters most, make the best use of our resources, and work smarter to deliver meaningful results.   

Many of you have provided feedback to our amazing training team over the past several months about the learning management system, WHGU, and in turn, they continue to find the most efficient ways to improve the system and to deliver a the best training platform.  Sometimes it seems unfair that we don’t “budget” for training.  Sometimes it seems frustrating that you, the GM, have to take the extra time to sit one on one with your employee to show them how to access WHGU when you have so many other things on your plate. Sometimes it seems unnecessary to do all the training we are required to do with every employee at RRI West.  So why, then, is training still an important key to success when there isn’t a real budget to do so?

Adapted from an article I recently read from the International Food Protection Training Institute, training is the solution we can’t afford to lose even when faced with the tightest of budgets.  While it may seem counterintuitive, training is often the most cost-effective solution for long-term results!  

• Training builds Resilience.  Training teaches employees the skills to be adaptable, flexible and problem solve on their own.

• Training improves Efficiency.  Training can streamline workflows, reduce employee errors that can lead to immediate cost savings.  So, the employee who you spend money on training when hired may save you money by working more efficiently and beating the MPR goal down the road.

• Training fosters Innovation. Training can lead employees to think differently, be creative and ask questions.  Welcome their ideas!

• Training boosts employee Retention. Let’s face it.  An employee who feels valued and sees a company that invests time in their development often leads to company loyalty, which is priceless in our industry.

• (this is one is added by me 😊)… Training reduces our financial risk and liability.  Ultimately, an untrained employee can expose the company to numerous risks, including safety issues like OSHA violations, legal liabilities stemming from data integrity errors, inappropriate or potentially harmful guest interactions, and other property compliance regulations.  These risks can cost us far more than the time and effort required to properly train our team.

Maintaining or (dare I say) increasing training efforts during challenging times creates a more adaptable, efficient, and motivated workforce! And, in the spirit of EAW… the organizations that THRIVE are those that recognize training as a critical investment, not an expendable expense. Be curious everyone and Make It Better Every Day!

Read More Here: https://www.ifpti.org/news/when-budgets-tight-training-often-gets-cut-but-its-the-solution-we-cant-afford-to-lose

P&C Update

A few Paychex reminders to help us better help YOU!  From your Payroll, Benefits and P&C Teams!

Hiring Reminders:

• If you are aware that a new hire does not have a legal SSN, you should contact your P&C team for further directions.  This ensures we handle these situations timely and delicately and get the right documentation/information to provide the IRS, should we be contacted.

• GMs should never add a “fake” SSN into Paychex.

• If you hire J1 visa student, and are unfamiliar with the process, please contact P&C for further directions.

• Coming Soon: a new and updated benefits platform to better serve your new hires when signing up for benefits!

  
  

Emails to Payroll for All Payroll Related Items:

• Going forward, emails for payroll should go directly to Diane Clawson and Sarah Quintero.  You should email both at the same time to ensure the payroll team receives your message and can better assist you in a timely manner.  Diane.clawson@whg.comAND Sarah.quintero@whg.com

• Please DO NOT USE rripayroll@rriwest.com any longer.

Friendly Payroll Reminders for GM’s (Do’s and Don’ts). 

Notify the Payroll Department directly when you have the following situations:

• Employee Record changes for employees FT or PT Status, Employee Start Date change (must be approved by P&C first).

• Holiday Pay that is not showing on an employee timecard.  Payroll needs to check the employee’s Payroll Policy Setup and will work with you on resolution.

• RAPID Pay Cards: If you issue an employee a Rapid Pay Card and set it up inPaychex, make sure you notify the Payroll Department so the Pay Card can beregistered and ready for use.

• Employee Locked Out of Paychex/Can’t Clock In – Notify the Payroll Department for password resets, etc.

• Other items that will affect the upcoming pay date by Friday before noon, otherwise it will need to wait until the next pay day. This may include: Hours Worked Forms, missed Holiday, PTO or Sick etc

Employee Timecard Reminders:

Be accurate:

When adding punch time, be sure you have the correct date and AM/PM selected so the totalhours worked are correct. When correcting or changing a Job on an employee’s timecard, besure Level’s 2, 3, 4 and Labor Distribution are completed and correct (see highlighted examplebelow). If incomplete or incorrect, the hours for that shift will not pull into Payroll. Email Payroll Department for any “Unassigned” labor levels that need to be added.

Add a Note:

It’s always best if you add a little note to your changes, especially for a Jobchange. If you forget to add or change level 3,4 or labor distribution, Payroll willmake sure it is taken care of during the timecard review process.

• Use the following approved codes:  

  • Clock In / Clock Out

  • Begin Meal / End Meal

  • PTO

  • Sick Pay (in states where applicable; see further info below)

  • Jury Duty (it is recommended to approve this with P&C before using)

• Codes that should NOT be used:

  • Begin Break / End Break – Instead, use “Begin Meal and End Meal”

  • Transfer – More than likely, this option was accidentally chosen when the employeewas clocking in or clocking out (if seen, please correct)

  • Bereavement – PTO can be used for Bereavement (please refer to the CompanyHandbook for this Policy)

  • Daylight Savings Meal Premium 1

• When using Sick Time – Check the Employees Sick Time Balance first. Remember, Sick Time cannot be used to make up hours (please refer to the Handbook for further info) and is only applicable in certain states.

• PTO –Check the Employees PTO Balance first.  Remember, PTO can be used to make up hours however, PTO and Hours Worked in the same day cannot exceed 8 hours. When using PTO for an entire day, the PTO hours cannot exceed 8 hrs. onone day. PTO hours Plus Hours Worked and Holiday cannot exceed 40 hours in awork week (A work week is Sunday through Saturday).

Timecard Reviews and Approvals

• Review timecards – Total hours in the Pay Period, Missed Punches etc.

• Prior to Approving timecards – be sure to check for Pending Time Off requests that have not been approved. If you have already manually entered PTO on to atimecard and the employee has also made a request in the Time Off section of Paychex, the pending request should be denied.

• Approving timecards – This should be completed by 10am your time on Monday

Employee Terminations

• Email Payroll Department immediately and provide the following information… do not wait until the end of the pay period.

  • Employee Name and EE ID#

  • Last Day Worked

  • Termination Reason

• Sick Time and Holiday Pay are not paid out at Termination

• PTO paid at Termination if applicable and only when the employee has legitimately resigned. (Please refer to the Company Handbook for further info).

• PTO upon Termination: Do not add PTO to an employee’s timecard if they are termedor being termed. PTO Balances will be added by Payroll during our Termination Process in Paychex.