Update from the Sales Team

CLC – Dot The I’s and Cross The T’s

For those of you with active CLC accounts, please make sure you periodically review their particular quirks with your GSRs. They have been solid business for some inns, but if we are losing revenue due to wrong rates, missing or incomplete paperwork, and poor WebCheckInn procedures, we quickly lose the already low revenue. As we enter a slower season at many properties, now is a great time to for you and your GSRs to go through the short training modules provided on the CLC Website. This will help everyone stay current and boost your CLC score, since training is one of the many areas on which they score every hotel.

We recently had a situation at one of our properties where CRS booked rooms on the old VP# that we used prior to last year’s RRIWest split. Not only was this incorrect, the rate has since changed and was wrong, as well. Please ensure you and your GSRs aren’t just blindly using the old VP and rates. Change the VP to the current Local Billing account and double check that rate.

AAA – 15% Off October Promotion

As you saw in the recent Under One Roof communication, AAA Members who book and stay by October 31, 2021 are eligible for 15% with their membership. This is a great way for our Front Desk GSRs to save our guests a few dollars and one more tool to help them convince our guests to book direct. Please remind them to verify the guest is indeed a member of AAA and to use VP# 626901 when reserving rooms.

How to Fill Out RM Pro Work Orders

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.

RM Pro Work Orders - How To.pdf

Download PDF • 376KB

PMS Security

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.

Changing Passwords

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.

Logging Out of RediStay

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.

Credit Card Readers

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.

RRIWest.Payment Terminal Security Awarenss Log v.9.2020.pdf

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