Applies to:          Stayntouch PMS          

Stayntouch PMS Onboarding – Detailed Outline

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 Stayntouch PMS and/or Stayntouch Guest Mobility/Kiosk. 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 6-8 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. We'll reach out to schedule the initial kick-off call post payment of the initial invoice.

Property Will Receive:

• Welcome email from Stayntouch.
• Activation email for Stayntouch PMS.

 What We Need From The Property:

• Help selecting a date and time for the kick-off call. Your Project Manager will reach out to you with dates and times.

WEEKLY PROCESS

Week 1: 

(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 Project Manager. This step also requires some input from the property. This will include an introduction to the property’s Implementation Consultant and Client Success Manager. 

The kick-off call will include introductions to the Stayntouch team and the property team, a discussion of contract details, an introduction to our project management tool (GuideCX), an introduction to Stayntouch Academy, a review of Stayntouch Guest Mobility/Kiosk (if purchased), and a discussion of project milestones.

We will discuss the property integration vendors and review the payment gateway agreement procedure. Additionally, Stayntouch will require the property begin sharing the following:

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

Here, we will also discuss the property’s interfaces and, if applicable, third party specifications and hardware requirements. 

We recommend inviting other property team members to join this call, such as the IT Director, Director of Operations, General Manager, etc.  

(2) Configuration Training via Stayntouch Academy: Configuration training will be completed through our eLearning platform, Stayntouch Academy. We request that your property designate a Property Champion, who will be assigned configuration training and will have access to detailed reporting. The Property Champion should share enrollment instructions with other team members, and once these users self-enroll, the Property Champion can track their progress and enroll them in additional training.

What to Expect From Stayntouch Academy:

Stayntouch Academy is a complete and robust eLearning platform that allows users to learn at their own pace and convenience.

• Comprehensive eLearning with self-paced training modules
• Test your knowledge with access to additional test environment
• Simple and easy to use
• Visibility and tracking of your team’s progress
• Accessible from desktop and mobile devices
• Course certifications

You can view a complete overview of the items covered in configuration training via Stayntouch Academy here.  

In addition to configuration training via Stayntouch Academy, your Implementation Consultant will provide you with Stayntouch Guest Mobility and/or Kiosk training (if purchased by your property).

Property Will Receive: 

• Onboarding via our project management tool (GuideCX).
• Access to GuideCX, which offers the following:
  • Overview of project tasks and timeline
  • Automated weekly email update of project status
  • Ability to complete tasks directly from email
  • Easy re-assignment of tasks
  • Visibility for your entire team
    

• Post call recaps via GuideCX.
• Stayntouch Academy credentials via GuideCX.
• Property PMS form.

What We Need From The Property: 

• Please review the Stayntouch Onboarding Kick-Off Recap.

Payment Gateway Integration:

• We now provide our own fully-integrated end-to-end payment solution—Stayntouch Pay. Stayntouch Pay delivers a fully customizable payment solution, including payment processing, acquisition, and settlement, that is directly integrated with Stayntouch PMS. Cut the middlemen and deal with one trusted provider, one simplified transparent bill, zero hidden fees, and direct priority support. Learn more about the onboarding process for Stayntouch Pay here.
• We also partner with Shift4 (in the US) and 3C Payment (in the EU) for secure payment processing. 
• For US customers, our contact from Shift4 is Christopher Olson (colson@shift4.com). He will be assisting with your onboarding process for the payment gateway. You should begin working with them immediately on their requirements. For your EMV payment gateway integration, you will need to complete/provide Shift4 with the items below:
  • Signed Service Agreement
  • VAR Sheet (which you will need to request from your credit card processor)
  • Hardware Order Form (only if EMV and using Shift4 for both gateway and processing) 
  • Site Survey (only if EMV and using Shift4 for both gateway and processing)
• Your Shift4 contact will reach out to you with the necessary documents. These should be filled out and returned as soon as possible. The payment gateway setup, device delivery, and integration usually takes between 6-8 weeks. 
• For EU customers, please reach out 3C Payment via https://www.3cpayment.com/contact for your appropriate contact.
• From the moment the contract is signed, it can take up to 10 weeks. This time includes the setup and configuration, hardware delivery, and delivery of 3C Payment integration parameters.
• If not already confirmed, please revert back to us with confirmation of your daily batch time, so that we can set this up prior to property go live. If we do not hear back from you 10 days prior to go live regarding batch time, then batch time will be set to 2am local time of the property.

Stayntouch IBE

• Stayntouch IBE is an intuitive and customizable booking engine that’s fully integrated with Stayntouch PMS and is compatible with any website. Deliver a frictionless and easy booking experience for your guests and drive more direct bookings for your hotel. Let your guests easily change or update their reservations, purchase add-ons, or book group reservations, with automatic updates to the PMS. 
• Learn more about Stayntouch IBE here.

Stayntouch Channel Manager

• Stayntouch Channel Manager is a single solution for all your booking needs, now fully integrated with Stayntouch PMS. Stayntouch Channel Manager allows you to reach guests globally, optimize your distribution channels and guest booking experience, and maximize your bookings through all of your channels.
• Learn more about Stayntouch Channel Manager supported features here.

Hotel Logo:

• We will need a copy of your property’s logo. This should be a vector based logo so that we are able to resize the image in correct proportions. Please provide a vector-based (.eps/.ai file) version of your hotel logo. If you do not have your logo in .eps, please send a logo in .png format with a transparent background that is sized at least 750 pixels in width.

Room Images:

• Photos of the rooms will be used to promote different room types. 
• Please gather room images in a .jpg format, sized at 905 x 540 pixels, ideally under 200K. Please use the following naming convention when uploading: Room Code-Room Type Name.jpg
• Please note, larger images require a longer loading time during guest check-in, and smaller images may not display well on iPads and mobile devices.

Stayntouch Guest Mobility:

• Stayntouch Guest Mobility is Stayntouch’s guest-facing product that harnesses the power of mobility through mobile check-in, mobile check-out, and room upsells. It gives your guests the choice to use their smartphone or other mobile device to interact with your hotel prior to and during their stay. With Stayntouch Guest Mobility, you can create an experience for your guests that is streamlined and designed to look and feel like your hotel website. Stayntouch Guest Mobility can be configured to automatically send an email to arriving guests both on day before their arrival and on the day of their arrival at times designated by the hotel leadership. The property also has the flexibility to manually send emails on the fly, which could be handy if there has been low adoption or if there is some special message or information that needs to be communicated to arriving guests.
• Your property can fully customize Stayntouch Guest Mobility templates according to your hotel’s branding guidelines following the steps in this article.
• You have the option to schedule a Stayntouch Guest Mobility Q&A call.

Stayntouch Guest Kiosk:

• Stayntouch Guest Kiosk gives guests the option to skip the line and get on with their stay via self check-in, key retrieval, and check-out processes. This self service station has a minimal investment, requires low system maintenance, and promotes upselling.
• Please find this link with a sample of images of how Stayntouch Guest Kiosk is currently being utilized at properties.
• Your property can fully customize Stayntouch Guest Kiosk templates according to your hotel’s branding guidelines following the steps in this article.

Key Vendor Specifications:

• Stayntouch PMS has direct integrations with specific versions of the following key vendors. Please provide Stayntouch with your key server version details.
• Please review the following article, located on our Helpdesk, for additional information regarding direct key integration setup up on Stayntouch PMS:  Direct Key Integrations: Stayntouch PMS Guide
• Please also review the following article for additional information needed from the key vendor:  Direct Key Integrations: Key Vendor Guide
• See the table below for details.

Download Speed Requirements:

• In order to operate Stayntouch PMS in the most optimal manner, you will need a minimum Internet download speed between 20 and 30 Mbps. 
  • Please perform a speed test, free of charge, by going to www.speedtest.net. You should then share the result with us by taking a screenshot or by clicking the Share This Result button and copying the link and sending it to us at onboarding@stayntouch.com.

Device Order:

• Based on the property’s needs, you will need to order EMV devices. The property is responsible for ordering the iPads and any protective cases/handles. Be sure to order accessories that are compatible with the model of iPad being purchased. 
• Devices & Accessories: https://stayntouch.freshdesk.com/support/solutions/folders/6000209528

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. 

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 that we do NOT support Virtual PCs. The property MUST have a dedicated, onsite PC for interfaces.
• In preparation for the vendor integrations, we will need the MAC address of the interface PC, along with confirmation of the integrations type and version. We will then coordinate time to download and install a Comtrol interface image onto the designated interface PC, located on property. The on-property interface servers will then point to the interface PC (all behind firewall), and we will communicate with said PC from our cloud servers on port 32768. The Comtrol software does the translation between the PMS and the integration. In order to facilitate this, the PC needs to be either whitelisted for (or have a Public IP NAT to internal IP also whitelisted for) the cloud server IP addresses listed in the “Stayntouch IP Addresses For Whitelisting” section below.

Requirements:

Please find below the hardware requirements for the interface PC.  

*Virtual PCs are not permitted, this must be a dedicated interface PC.
 

• Windows Server 2022/Windows 11 Professional
• Minimum Drive Requirements: 250GB HDD or 128GB SSD (Not sure what the difference is? Read about it here.)
• Minimum 8GB RAM
• Minimum Processor Intel Pentium i3 dual-core
• Minimum of 2 VACANT USB ports
• Computer must be connected to the local network as well as have access to the Internet.

Please name this PC “SNT- Property Code- Interface PC”.

For serial connections, the property will need to have the proper cable in place at the time of integration. If you are looking for a recommendation, we have had success with this type of cable.

If you will need an IP/serial converter, this recommendation comes directly from Comtrol.

Stayntouch IP Addresses For Whitelisting: 

• Please find below a list of Stayntouch IP addresses (for customers logging into the PMS with https://pms.stayntouch.com/), which will need to be granted access to the interface PC (also referred to as the Comtrol PC).
  • 107.20.88.165
  • 18.204.122.217
  • 18.235.212.108
  • 35.175.41.146
  • 52.0.227.64
  • 54.144.36.255
• Please find below a list of Stayntouch IP addresses (for customers logging into the PMS with https://pms.eu.stayntouch.com/), which will need to be granted access to the interface PC (also referred to as the Comtrol PC).
  • 3.122.11.225
  • 3.122.153.217
  • 3.122.160.30

• Please find below a list of Stayntouch IP addresses (for customers logging into the PMS with https://pms.us.stayntouch.com/), which will need to be granted access to the interface PC (also referred to as the Comtrol PC).
  • 54.225.198.118
  • 34.200.153.180
  • 34.193.10.117
  • 52.21.10.221

Week 2: 

(1) Stayntouch Guest Mobility Template Setup: Your property can fully customize Stayntouch Guest Mobility templates according to your hotel’s branding guidelines following the steps in this article.

(2) Payment Gateway Setup: By now, the property should have completed and returned their paperwork back to the payment gateway. Stayntouch will be notified when documents are received and setup credentials have been issued.

(3) Periodic Status Calls: The Project Manager will schedule bi-weekly status update calls with the property to review any pending items.

(4) Configuration Training Continued via Stayntouch Academy: The remaining configuration training will continue this week via Stayntouch Academy. You’ll be able to schedule configuration Q&A sessions via GuideCX.

(5) Introduce Us to Your Interface Vendors: Please initiate email communication with each of your interface vendors, advising that you will be working with a new PMS and be sure to copy your Implementation Consultant and the Project Manager.

Property Will Receive:

• A calendar invite to the project status calls.
• An invitation to schedule configuration Q&A (once the modules are completed).

What We Need From The Property:  

• Items outlined in “What We Need From The Property: Week 1”. This is especially true because we need to begin the following action list (ideally these items should be close to completion at this stage):
  • Provide property logo(s) and room images 
  • Provide key vendor specifications
  • Download speed requirements
  • Order your devices

Week 3:

(1) Payment Gateway: Once all necessary documentation has been received from the customer, Shift4 should be providing the necessary files to the Implementation Consultant within 7-10 days. The Implementation Consultant would then begin setup and testing (average timeline = 2-3 days). Following the Shift4 integration, your Implementation Consultant will commence with CRS integration (we recommend that CRS Integration begins after Shift4 setup is complete). 

Once all necessary documentation has been received from the customer, 3C Payment should be providing the integration parameters to the Implementation Consultant. The Implementation Consultant will then begin setup and testing and will confirm with the customer once completed successfully. Following the 3C Payment integration, your Implementation Consultant will commence with CRS integration (we recommend that CRS Integration begins after 3 Payment 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 Shift4) and Stayntouch. All such interface configuration requirements should be close to finalized. 

(3) Configuration Training Continued via Stayntouch Academy: Any additional configuration training via Stayntouch Academy will continue this week. You’ll be able to schedule configuration Q&A sessions via GuideCX. 

(4) CRS Integration: The property should be simultaneously working on the configuration build of the CRS. 

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 Stayntouch PMS.

Week 4: 

(1) Property Specific Interface Setup: Property interface PC setup will commence this week. The property should have arranged for a dedicated, onsite PC to be available for interfaces by this week (refer to Week 1 for details). 

(2) Complete CRS Integration: For new CRS integrations, connectivity can be established between Stayntouch PMS and the CRS; data synchronization can begin. 

(3) 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 Stayntouch PMS and the CRS. Reservations will begin downloading from the CRS to Stayntouch PMS. 

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

Property Will Receive: 

• EMV devices for credit card swipe and key encoding.
• Access to Stayntouch’s support portal and Knowledge Base.

What We Need From The Property: 

• Training Q&A session post-completion of Stayntouch Academy training.
• Schedule onsite or remote training sessions accordingly.
• Assistance scheduling property specific interface vendor availability to commence interface and communication testing in the following weeks (i.e., PBX, POS, keys, and Shift4).

Week 5: 

(1) User Training via Stayntouch Academy: It’s time to begin training key Stayntouch PMS 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. 

At this point, you should share Stayntouch Academy enrollment information with your team members. At registration, your team members will be required to select their department, which will enroll them into the appropriate user training.

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 Stayntouch PMS 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 Stayntouch PMS (check-in, queue, search for a reservation, check-out, etc.). 

(2) Review Settings: The trainer will review all of the property’s Stayntouch Guest Mobility/Kiosk admin settings with the core team/management. 

(3) Property Specific Interfaces: Stayntouch requires assistance scheduling property specific interface vendor availability to commence interface and communication testing in the following weeks (i.e., PBX, POS, keys, and Shift4).

(4) Track Project Status via GuideCX: You should continue to monitor GuideCX for any pending tasks and connect with your Project Manager during bi-weekly status update calls.

Property Will Receive: 

• The property will be given access to a training environment where team members can practice what they’ve learned following the training sessions via Stayntouch Academy.

What We Need From The Property: 

• Begin engaging your team. Practice using Stayntouch PMS to review material covered during the training sessions, checking in guests, and offering upsell opportunities to guests.

Week 6:

(1) User Training via Stayntouch Academy Continues: The property will continue user training via Stayntouch Academy. You’ll be able to schedule user training Q&A sessions via GuideCX. 

(2) Go Live Prep: In anticipation of go live, a go live prep call will be scheduled and the property will receive a detailed email with the next steps.

(3) Property Specific Interfaces: Property specific integrations should be in progress (if new build) or scheduled (if cutover).

 Property Will Receive: 

• Complete remaining training modules on Stayntouch Academy.
• Additionally, any new/remaining users will be given access to Stayntouch Academy and the Stayntouch PMS training environment to practice what they’ve learned following the training sessions.

 What We Need From The Property: 

• Continue engaging your team. Practice using Stayntouch PMS and review material covered during the Stayntouch Academy training sessions.
• You can schedule your go live prep call via GuideCX (refer to Week 7 for more details).

Week 7: 

(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) Track Project Status via GuideCX: You should continue to monitor GuideCX for any pending tasks and connect with your Project Manager during bi-weekly status update calls.

(3) Stayntouch Guest Mobility/Kiosk Review: The property can schedule a call via GuideCX to ensure Stayntouch Guest Mobility and/or Stayntouch Guest Kiosk settings—which include any revenue-generating settings—are correct and ready to be activated. 

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

Property Will Receive: 

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

What We Need From The Property: 

• Be available to review and complete pending items for lead up to go live.

Week 8:

(1) Stayntouch PMS Go Live: Unless any items are pending, we will complete Stayntouch PMS go live, and your property will be ready to begin using the Stayntouch PMS and Stayntouch Guest Mobility/Kiosk products. 

(2) Go Live Summary: Post property go live, you will receive your go live summary. 

(3) Go Live Support: During the property’s dedicated support days, we’ll be working with them to ensure a smooth go live. This includes additional training (where needed), supporting the property team to ensure adoption of the PMS, setup and testing of property interfaces (where needed), and answering any and all questions as they arise.

(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: 

• Our Support Guide that outlines support processes and best practices for reaching out to our support team.
• An introduction to your Client Success Manager. The Client Success Manager will be the advocate for the property and will field questions and provide helpful guidance throughout the property’s journey with Stayntouch.
• A survey requesting feedback about the property’s implementation experience.

What We Need From The Property:

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

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

For more information about the Stayntouch onboarding process, you can view our onboarding deck here.