Implementations Guide: Onboarding Rover Standalone

Modified on: Fri, 15 Mar, 2019 at 3:32 PM

Applies to:       Rover PMS    Rover Overlay

Implementations Guide: Onboarding Rover Standalone



WELCOME: 


The purpose of this document is to explain StayNTouch’s onboarding process and define important implementations-related milestones along the way, so the property is ready and engaged from Day 1 of purchasing Rover/Zest. With a clear plan in place, our Implementations Team will work with the property to ensure the smooth cutover and application of our products onsite. 



PROCESS OVERVIEW: 


Timeline:

There are many variables to take into consideration when estimating the property’s implementation timeline, but in general, our process requires approximately 8 weeks of prep work prior to the cutover date. This time can vary depending on the resources available for all involved parties (i.e., the property, StayNTouch, interface, vendors, etc.) and is dependent on how much time each party can dedicate to these weekly goals. This guide will outline an 8-week implementation flow. 


Pre-Installation Overview:

(1)  Contract Signed: StayNTouch receives a signed copy of the contract and reaches out to the property team to set up the initial “kick-off call.” 


 Property Will Receive:

  • StayNTouch’s welcome letter.  
  • Login credential to sign in and access Rover. 


  What We Need From the Property:

  • Help selecting a date and time for the kick-off call. We recommend inviting other property team members to join this call, such as the IT Director, Director of Operations, General Manager, etc.  

WEEKLY PROCESS


Week One

(1)  Kick-Off Call: This is the first step in the implementation process. During the kick-off call, the property will be introduced to their Implementation Consultant and Project Coordinator. Both the Implementation Consultant and Project Coordinator will work with the property during configuration to ensure a smooth installation process. This step also requires some input from the property. Additionally, StayNTouch will require the property begin sharing the following:

  • Logos, device information, keys cards, etc. (refer to the “What We Need From You” section below for more details). 


(2) Configuration Sessions to Begin: We want to begin your property’s remote configuration sessions as soon as possible. To do this we NEED the Property PMS Form returned completed as soon as possible. 


Configuration typically requires four sessions (however, we can accommodate as many as six configuration sessions to cover topics that require more focus). The sessions generally take place over a 2-3 week period, but we can be flexible and schedule sessions based on the property’s needs. Configuration sessions are guided conversations that will walk the property through the product and begin the “behind-the-scenes” setup of the property with Rover/Zest. Depending on the topics covered, the Project Coordinator will reach out to the specific team member(s) best suited to help during the session. 


What to expect during the configuration call? 

A one-on-one session between the property and Implementation Consultant. The Implementation Consultant will walk the property through the different Rover Settings and add the property's details to the mix. This includes everything from the property’s name to charge groups, credit card gateway settings, rate types and rate codes, reservation parameters, and more. Unlike user trainings that focus on educating key Rover-users about how to use StayNTouch’s products, the configuration sessions are hands-on sessions with core team members that allow for completion of the Rover/Zest setup—which is specific to the individual property’s business needs. 


You can see a complete listing of the items covered in these sessions here.   


  Property Will Receive: 

  • Post kick-off call email.
  • An email from StayNTouch to set up the first configuration session(s).
  • A Property PMS Form requesting hotel information (contact information, users, room set up, charge codes, etc.). StayNTouch will need this spreadsheet completed in order to begin configuration. 



 What We Need From the Property: 

  • Please review the post kick-off call email. The Implementations Consultant will need the following information (full details regarding steps and processes will be delivered in the post kick-off email itself): Completed Property PMS Form (this is required to begin the configuration call).  
  • We need additional details about the property, including hotel code, hotel chain, number of rooms, and more. 


Merchant Link (MLI) Agreement 

  • StayNTouch partners with MLI for secure payment processing. MLI’s Service Agreement is required to begin setting up the payment gateway. The process includes:
    • Returning the signed contract to MLI. 
    • Completing the VAR sheet and returning to MLI. 

    • Request information from your credit card processor.

    • StayNTouch to install the software (required prior to go-live date). 


Hotel Logo 

  • We will need multiple copies of the property's logo. 


Room Images

  • Photos of the rooms will be used to promote different room types. 


Zest Web Discussion

  • Zest Web is StayNTouch’s guest-facing product that harnesses the power of mobility through mobile check-in, mobile checkout, and room upsells. StayNTouch will be reaching out to schedule a call to review Zest Web and its configuration options.


Sample Key Card 

  • Confirm the property’s key server version and key card type (if this hasn’t already been done). If the property will be using RFID key encoders, we do request 2-3 copies of encoded keys. 


Wi-Fi Speed Test 

  • With a simple download, the property will perform a Wi-Fi speed test. 


Device Order 

  • Based on the property’s needs, we will need to order Magtek devices and/or iCMP devices. Also, our sales team will send over a supplemental sales order for the number of Magtek devices and iCMP devices needed. Once this order has been signed and payment arranged, we will be placing an order. We will assist in the procurement of these devices, protective cases/handles, and the encoders. 


DEVICES NOTE:

  • Be sure to order accessories that are compatible with the model of iPad being purchased. The iCMP devices are compatible with any iPad model, as they use Bluetooth technology to connect to the iPads, so please choose the iPad model that best fits your needs.

Devices: 

https://stayntouch.freshdesk.com/support/solutions/articles/6000095284


Accessories:

https://stayntouch.freshdesk.com/support/solutions/articles/6000095287


Interface Details 

  • In preparation for go-live, we need to collect the specifics of the property’s current interfaces. These details include vendor names, software versions, and more (refer to post kick-off call email). 

 

Note: During this exchange, we will contact the property to set up CRS Interface dates. We will also share StayNTouch’s Installation Acknowledgment Form. This form indicates what is required by the property for installation: minimum bandwidth speeds, Internet connectivity requirements, etc.). You will need to return this signed form as soon as possible, so we can begin installation efforts. 


Interface Hardware Specifications  

  • There are certain hardware requirements that need to be met in order to kickstart your property-specific/Comtrol interface installation (including PBX, POS, etc.). See requirements below and please note: we do NOT support Virtual PCs. The property MUST have a dedicated, on-site PC for interfaces. 


Requirements: 

  • Windows 7 Professional/Windows Server 2012 R2/Windows 10 Professional 
  • Minimum 500GB Hard Drive (preferred SSD) 
  • Minimum 4GB RAM 
  • Minimum Processor Intel Pentium i3 dual-core 
  • Computer must be connected to the local network as well as have access to the internet.

Week Two: 

(1) Zest Web Template Review: Within the first couple of weeks following the kick-off call, the property can expect to review an attachment containing their Zest Web template samples (provided the property has shared their company logos with StayNTouch). These templates are samples of the final Zest Web deck and will include the property's logo and color scheme. The property needs to approve of the design, so that we may proceed with the development of your complete Zest Web template.


(2) MLI Setup: By now, the property should have returned their completed MLI documentation to MLI. MLI will then notify StayNTouch when these documents have been received.


(3) Timeline Review Call: The Project Coordinator will reach out to run through the property’s anticipated “go-live” timeline (focuses on key milestones and important goals to be met over the next few weeks). 


(4) Follow-Up on Action Items: StayNTouch will ensure that all items outlined in Week One are being addressed and that the property doesn't have additional questions. 


(5) Configuration Sessions Continued: The remaining configuration sessions will continue this week. If necessary, we can schedule additional sessions (depending on the property's needs). The property can speak with the Implementation Consultant to get a sense for their timeline and if they think they may need more time to complete these sessions. 


(6) Schedule First Vendor Call: The property will need to begin scheduling one (or multiple) calls between the vendor and StayNTouch to ensure the correct interface details are being shared between all involved parties. This call is important to review interface details, communication, contact information, dates, etc. 


  Property Will Receive:

  • Zest Web Templates
  • Timeline review document 
  • An email from StayNTouch to continue your configuration sessions.
  • An email requesting the property schedule the first vendor call.


 What We Need From the Property:  

  • Items outlined in “What We Will Need From You: Week One”. This is especially true because we need to begin the following action-list (ideally these items should be close to completion at this stage):
  • Wi-Fi Speed Test results 
  • Interface Acknowledgement Form
    • Property Logo(s) & Room Images 

    • Schedule Zest Web call 

    • Ordering your devices

    • Setting up Merchant Link interface

    • Property specific interfaces to begin (PBX, POS, etc.)

    • The property’s signed MLI contract needs to have been returned to MLI, and we need to have received information from MLI to begin setup. 

    • Assistance scheduling a call between the property, the CRS, and the StayNTouch team to complete mapping, plan integration, and synchronization. The property should coordinate the meeting and notify StayNTouch when this discussion will take place among all three parties


Week Three:

(1) Merchant Link: MLI will have provided the necessary files to the Implementation Consultant—who would then begin setup and testing (average timeline ~7 days). Following MLI integration, your Implementation Consultant will commence with CRS integration (we recommend that CRS Integration begins after MLI setup is complete). 


(2) Property Specific Interfaces: The property should have successfully scheduled a meeting between the property specific interface vendors (i.e., PBX, POS, keys, and MLI) and StayNTouch. All such interface configuration requirements should be close to finalized. 


(3) Configuration Sessions Continued: Any additional configuration sessions will continue this week. The property can reach out to their Implementation Consultant if they’d like additional time to complete these sessions. 


(4) CRS Integration Call: The property needs to reach out to the CRS vendor and initiate a discussion between all three parties (property, vendor, and StayNTouch) to share details of the data points being mapped, such as rate codes, room types, payment types, etc. The next step will involve all three parties to schedule a follow-up session to complete CRS connection. Once connectivity is established, data synchronization can commence. 


  Property Will Receive: 

  • There are no new materials shared with the property at this time. 


 What We Need From the Property: 

  • Assistance scheduling CRS integration dates for the property that will allow us to take the property LIVE with Rover. 

Week Four

(1) Mobility Workshop Session 1: Additionally, the property’s first workshop will begin this week! We will take ~1 hour to discuss best practices and strategies for adopting a mobile PMS. As check-ins, check-outs, and key creation are conducted from a mobile device, your team will be preparing to transition from using a traditional front desk to a mobile front desk. Your session will end by discussing your first “homework” assignment, which is to be completed before the next workshop session.


[+] As a reminder, there are two workshops planned for the property. Our workshop series is designed to help the team learn about our product, allow the property to ask questions, and prep the team to make the change from using a traditional front desk to a mobile front desk with Rover. 


(2) Property Specific Interface Setup: Property interface PC setup will commence this week. The property should have arranged for a dedicated, on-site PC to be available for interfaces by this week (refer to Week One for details). 


(3) Complete CRS Integration: Following last week’s CRS Integration Call, connectivity should be established between Rover PMS and the CRS; data synchronization can begin. 


(4) Reservation Entry Begins (Property is LIVE): Once synchronization is complete and data is successfully updating in real-time between the systems, the property is LIVE with Rover and the CRS. Reservations will begin downloading from the CRS to Rover. 


(5) Introduction to StayNTouch Support: Following CRS integration, we will take a moment to introduce the property team to our support processes. 


  Property Will Receive: 

  • Magtek and iCMP devices for credit card swipe and key encoding. 
  • Workshop 1 homework assignment (to be completed before the 2nd workshop).
  • Access to the StayNTouch’s support portal and Knowledge Base.


 What We Need From the Property: 

  • Assistance scheduling training sessions with various team members at the property. 
  • A copy of the Training Sheet that will let us know how often, who, and what actions the team tested in the training environment. 
  • Assistance scheduling property specific interface vendor availability to commence interface and communication testing in the following weeks (i.e., PBX, POS, keys, and MLI). 

Week Five: 

(1) Remote User Training Sessions: It’s time to begin training key Rover-users how to use our products (that includes front desk staff, housekeeping, general managers, etc.)! Now that setup is done, and we have the appropriate deposit rules and payment gateways configured, your team can get a real feel for what it’ll be like to work with a mobile PMS. 


The training agenda is expected to take place over four days. We would ideally like to set up trainings over four consecutive days and complete user training in one week. However, we can schedule additional trainings based on the property’s needs. These sessions are most beneficial to front desk users, housekeeping staff, and operations (i.e., people using Rover on a day-to-day basis). Learn more about the training agenda here


What is the purpose of the user training sessions? 

Up until this point, we’ve been busy setting up Rover at the property. Now, it’s time to begin using the software, learn how to navigate the product, and discover the key actions that can be completed in Rover (check-in, queue, search for a reservation, check-out, etc.). 


(2) Mobility Workshop Session 2: The second workshop session will cover the homework assignment received during Week One. Additionally, we will use this time to discuss Zest Web and the available revenue-generating strategies the property can enlist, including room upsell, early check-in, and late check-out setup. 


(3) Review Settings: Along with the Mobility Workshop Session 2, the trainer will review all of the property’s Zest admin settings with core team/management. 


(4) Property Specific Interfaces: Property specific interface connectivity and testing should have commenced this week.  


(5) Status Report (Cover Pending Items): During this week, the property will receive a status report with milestones achieved as well as items that are in-progress, completed, pending, etc. The property will work closely with the Project Coordinator to review these items and work through any potential questions the property may have.  


  Property Will Receive: 

  • User training homework assignment (to be completed by next week). 
  • Additionally, the property will be given access to a training environment where team members can practice what they’ve learned following the training sessions.
  • A Status Report from the Project Coordinator, to make sure any pending items are close to completion. 


 What We Need From the Property: 

  • Begin engaging your team. Practice using Rover to review material covered during the training sessions, checking in guests, and offering upsell opportunities to guests. 
  • Assistance scheduling property specific interface vendor availability to commence interface and communication testing in the following weeks (i.e., PBX, POS, keys, and MLI). 

Week Six:

(1) Remote User Training Continues: The property will continue remote user training. Additional sessions can be organized to cover the core topics relevant to the Financial Controller and Revenue Manager. The Implementations Consultant will review the property’s training agenda and verify that all topics and departments at the property have received training. 


(2) On-Site Schedule: In anticipation for go-live, the property will receive a schedule detailing the agenda for when the Implementations Consultant arrives for the on-site training sessions.  


(3) Property Specific Interfaces: Property specific interface connectivity and testing will continue this week.  


  Property Will Receive: 

  • User training homework assignment (to complete remaining training modules).
  • Additionally, any new/remaining users will be given access to the Rover training environment and practice what you’ve learned following the training sessions.
  • Implementations Consultant on-site schedule.


 What We Need From the Property: 

  • Continue engaging your team. Practice using Rover and review material covered during the training sessions.
  • Assistance scheduling property specific interface vendor availability to commence interface and communication testing in the following weeks (i.e., PBX, POS, keys, and MLI). 

Week Seven

(1) Status Report (Cover Pending Items): This week is all about wrapping up loose ends and making sure any pending items are finalized in anticipation for the property's cutover date. The property will work closely with the Project Coordinator to review this checklist as well as work though any potential questions the property may have.  


(2) Zest Web/Zest Station Review: We will also set up a call to ensure your Zest Web (and/or Zest Station) settings—which include any revenue-generating settings—are correct and ready to be activated. The Implementations Consultant will activate your property’s Rover modules (queue, early check-in, late check-out, etc.) upon cutover. 


(3) Property Specific Interfaces: Property specific interface connectivity and testing should be near completion in time for go-live.


  Property Will Receive: 

  • A Status Report from the Project Coordinator to make sure any pending items are near completion. 


 What We Need From the Property: 

  • Be available to review and complete pending items for lead up to go-live. 
  • Your Implementations Consultant will begin looking at dates to schedule your go-live prep call (refer to Week Eight for more details). 

Week Eight:

(1) Go-Live Prep Call: The go live prep call begins. This is a review session that will cover all items necessary for go-live as well as specifying which team members will be responsible for certain tasks during this process. 


(2) Rover Cutover: Unless any items are pending, we will complete Rover Cutover and your property will be ready to begin using the Rover/Zest products. 


(3) Go-Live Summary: Immediately after cutover, you will receive your go-live summary. 


(4) On-Site Training: In combination with the remote training, the property will receive scheduled onsite training with an Implementations Consultant. This is the agenda that was shared with the property in Week Six and will serve as a refresher training for the team. Training typically takes place over two days. 


(5) Support Training: We’ll take ~15 minutes to review StayNTouch’s support processes. You’ll receive a copy of our Support Guide, receive an introduction to our Helpdesk site, learn how to submit a support request, and begin accessing helpful “how-to” articles in the Knowledge Base. We ask that you share your feedback and review our support processes one final time.


  Property Will Receive: 

  • StayNTouch’s day prior to go-live email. 
  • Our Support Guide that outlines support processes and best practices for reaching out to our support team. 
    • An invite to the Client Services call to handover to your account manager.

    • A survey requesting feedback about the property’s implementation experience. 

    • The property’s Implementation Consultant will arrive to begin two days of on-site training. 


 What We Need From the Property:

  • Keep your team involved. Clearly communicate across departments at the property will soon be “going live” with Rover!  




GO-LIVE: START USING MOBILE PMS: The property is officially “live” with Rover and will begin using Rover. The property can also access the support portal, submit support requests, or search for articles in the Knowledge Base. 


What’s Next for the Property? The property will be introduced to their Client Services Manager. The Client Services Manager will be the point-person for the property, fielding questions, and providing helpful guidance throughout the property’s journey with StayNTouch.   



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