Training Guide for New Users

Modified on: Mon, 11 Mar, 2019 at 3:44 PM

Applies to:          Rover PMS             Rover Overlay


ROVER TRAINING GUIDE




Test Your Knowledge!

Note: An Implementations Specialist will set up your team with login credentials to access the practice environment. 


How to Use this Document: 

This training document is broken up by sections. Within each section you have a header (main item), a snapshot overview of the items covered, as well as a “practice” section that includes questions and prompts for testing your knowledge. We encourage you to try out these questions on your own and take notes in case you have additional questions. 


You can opt to skip sections that that are not relevant to you/your role. 




ROVER MENU / DASHBOARD:

Test your knowledge by locating the following pages and menu once you’ve logged in to Rover. 


Guides/Topics for Discussion:




RESERVATIONS & ADD-ONS: 

Can you successfully create multiple reservations in Rover? Do you know how to access the Stay Card? Practice makes perfect! Begin by reviewing the items below and then try the “Practice What You’ve Learned” section to really put your training to the test. 


Guides/Topics for Discussion:



Practice What You’ve Learned:

Try this now: Create several new reservations and test out the following:


Now with your reservations, try the following:

  • Extend the number of nights for the reservation.

  • Cancel a reservation. 

  • Update the Stay Card details (change email, edit phone number).

  • Locate the Guest Card and practice adding a note. 

  • Change the Rate Code booked for the reservation.  

  • Try re-sending a confirmation email from the Stay Card. If you choose to send the confirmation via email, you can update the reservation’s email with your own email. The confirmation email will then be delivered to your email.  

  • Block a room and mark the room as Do Not Move. Hint: make sure to add a note explaining why you made the room is Do Not Move.

  • Try cancelling a reservation.

  • Add-Ons 

  • Identify a rate (Settings > Rates > Rates) that has add-ons attached.

  • Next, book a reservation with the rate you identified above (and ensure that the rate is available for booking based on the date range configured for the rate). If the rate is not available, you can add a new date range to the rate (this will make the rate available for a new time period)—or—you can create a new rate and select add-ons.




CHECK-IN:

Can you confidently check-in a guest? Do you know how to add billing information to a reservation? Test your knowledge, use the resources available, and take notes to help yourself navigate these processes on your own.


Guides/Topics for Discussion:


Practice What You’ve Learned:

Try this now: login to Rover and select a reservation from the list of incoming arrivals on the Dashboard (or create a reservation if there are no reservations available for selection). Begin and complete a check-in.

  • Next, open up another reservation from the Stay Card. Now change the rate price. 

  • Also from the Stay Card, update the payment method on file for the reservation. Either add a credit card or update with a new credit card.

  • Create a reservation with direct bill as the payment method. 

  • Next, locate a reservation and select the “Room” section from the Stay Card. This will reveal the Room Assignment page.

    • Click the Room Filter icon.

    • Select a filter option (Include Not Ready, Near Elevator, High Floor).

    • Now, include other room filter/settings. 

    • Make sure you can identify when a room has already been assigned to another reservation.  

    • Try to assign a preassigned room to the reservation. 

    • Next, try to assign a preassigned room to a new reservation after toggling ON the Do Not Move setting from the Stay Card. (Note: The Do Not Move toggle will only appear for selection when a room number is assigned to the reservation.)  

  • From the Guest Bill page (Stay Card > Bill & Charges), route certain charges (example: accommodation and tax) to a second bill window.

  • Practice printing the registration card. (Can’t access the registration card? Follow this how-to here.)

  • After checking in the room, reassign the reservation to a new room. 

  • Practice the following with the Guest Card: 

    • Update the Guest Card. 

    • Detach the Guest Card.

    • Assign a new Guest Card.




CHECK-OUT:

Checking out guests is a fairly fast process, but you can still test your knowledge and Rover know-how with the following scenarios below.  


Guides/Topics for Discussion:

  • Check-Out

  • Post a Charge 

    • From the Stay Card (Bill & Charges page)

    • Directly from the Sidebar Menu (Front Desk > Post Charges)  

  • Invoice  

  • Edit Charges

    • Edit charge (permission required) 

    • Split charges (permission required) 

    • Delete charges (permission required) 

  • Move charges to new bill window

  • Balance Transfer to Future Reservation 

  • Print a summary bill/invoice  

  • Complete check-out without settlement (explain long vs short stay) 

  • Update room status at check-out (change room to certain state)


Practice What You’ve Learned:

Try this now: from the departures list on the Dashboard, try checking out a reservation. (If there are no departures available, then you’ll need to first create a new reservation, check in the reservation, and then complete check-out.) 

  • Do you know how to post a charge? (Hint: There are two pages for posting charges in Rover):

  • First, identify an in-house reservation. 

    • Try posting a charge from the Guest Details page (Stay Card > Bills & Charges).

    • Or from the Sidebar Menu > Front Desk > Post Charges, search for a room, search for a charge, and post a charge. (Hint: This action may be prohibited if No Post is enabled [toggle on/right-facing] on the Stay Card.) 

  • Practice splitting a charge from the Guest Bill page 

    • Reminder: permission required. 

  • Try deleting a charge from the Guest Bill page

    • Reminder: permission required. 

  • Now, move a charge to a new bill window AND the move the charge to a different reservation.

    • Reminder: permission required. 

  • Next, try retrieving a reservation with direct bill setup (or create one if necessary). Your test is to practice checking out a reservation with direct bill configured

  • Also, from the Bill & Charges page, try printing different bill layouts (Pro Forma, Detailed Bill, and Summary by Day). 




GROUP BLOCKS & ALLOTMENTS:  


Guides/Topics for Discussion:

  • Group Block Setup 

  • Group Reservations 

    • Create a Group Reservation 

    • Identify Pending Reservations 

    • Update a Pending Reservation  

  • Allotments 

    • Create an Allotment 

    • Manage an Allotment 


Practice What You’ve Learned:

  • Group Blocks: 

    • Create a new group.

    • Assign a rate to the group.

    • Increase the room inventory.

    • Extend the group’s dates.

    • Link the group to a Company or Travel Agent Card. 

    • Create a reservation from the rooming list page (assign a name to the reservation). 

    • Create a reservation from the rooming list page (leave the name blank). 

  • Group Reservations: 

    • Attach a reservation to a group from the Create Reservation page (located from the Sidebar Menu > Front Desk > Create a Reservation). 

    • Next, try assigning a reservation from the group’s Rooming List tab.

  • Allotments:

    • Create a new allotment.

    • Assign a rate to the allotment.

    • Increase the room inventory.

    • Extend the allotment dates.

    • Link the allotment to a Company or Travel Agent Card. 

  • Allotment Reservations: 

    • Attach a reservation to a allotment from the Create Reservation page (located by the Sidebar Menu > Front Desk > Create a Reservation). 

    • Next, try assigning a reservation from the allotment’s Rooming List tab.




HOUSEKEEPING / MAINTENANCE:

Do you know how to update a room’s housekeeping status? Can you put a room into Out of Order (OOO) or Out of Service (OOS)? Review the articles below and try to perform some of these actions yourself. 


Guides/Topics for Discussion:


Practice What You’ve Learned:

  • Try this now: Navigate to the Room Status page after logging in to Rover. Use the room filter icon in the left hand corner of the page. Choose to view only dirty rooms. 

  • Now try managing the room’s “work” settings. From the Room Status page, click on one of the rooms in the list to open the Room Details page. With the “work” tab—change the room’s housekeeping status. 

  • Put a different room into OOO (or OOS) status. Try changing the date and adding a comment explaining why this room is OOO/OOS. 

  • Can you update the room’s OOO date ranges (i.e., extend the dates) from the Room Details page. 

  • Do you know how to put an OOO/OOS room back in-service?  

  • Task Management Permission: When “Access Task Management” is assigned to a user’s profile, the user will be able to assign housekeeping tasks to different housekeeping staff (as outlined in the Task Management videos above). 

    • If you can access the Task Management page (Sidebar Menu > Housekeeping > Task Management), try navigating to the Work Management page and begin assigning dirty rooms to different housekeeping staff. 




CHARGE CODES & FINANCIALS:

Guides/Topics for Discussion:

  • Create a Charge Code 

  • Setup Tax Exempt Charge Codes

  • Taxes & Fees

  • Adding Items (frequently purchased items) 

  • Accounts Receivable (functionality overview) 


Practice What You’ve Learned:

  • Charge Code Management:

    • Create a new Charge Code Group (Settings > Financials > Charge Groups). Assign any name you’d like to this group.

    • Next, navigate to (Settings > Financials > Charge Codes). Begin by creating a charge code type of ROOM. 

    • Now, while on the Charge Codes page, configure a Charge Code with tax setup. 

    • Lastly, set up a Charge Code without tax (tax exempt). 

    • Charge Codes & Groups: To really get a good sense for using tax exempt charge codes, create a group with a tax exempt rate from the Group Summary tab. 

  • Items: Practice creating an item in Rover (Settings > Financials > Items). 




RATES & RATE MANAGER: 

Following your session covering rate creation and management in Rover, review the following articles and practice the actions on your own: 


Guides/Topics for Discussion:


Practice What You’ve Learned:

  • Try this now: create a public rate in Rover. Make sure the rate is a parent (base) rate. Located from the Sidebar Menu > Settings > Rates. Pay attention to the rate details, room selection, and the dates you configure for the rate. 

  • Next, try to create a child (based on) rate, that is built from the rate you just configured.

  • Once you’ve created both a parent and child rate, search for the rates on the Rate Manager page (Sidebar Menu > Settings > Revenue Management > Rate Manager).  

  • Rate Manager-specific questions: 

    • Select a rate. Manage the restrictions for the rate (try closing the rate to departures or setting the minimum length of stay).

    • Select another rate. Adjust the rate pricing for any rate (reminder—child rates cannot adjusted from the rate manager). 

    • Practice “closing all” of the rates on the page.

    • Now reverse this action by opening all the rates with the “open all” button. 




ROVER REPORTS & END OF DAY:


Guides/Topics for Discussion: 


Practice What You’ve Learned: 

  • Availability Page

    • Locate the Availability page from the Rover Dashboard.

    • On the Availability page, select the dropdown menu to practice switching between the 7 Day, 14 Day, and 30 Day view.

    • Identify the print button on the Availability page.   

    • Next, use the dropdown menu to access the Groups page. 

    • From the Groups page, double click on the orange chevron arrows to reveal the rooms held and rooms picked up for any group listed. (Note: Selecting the Details >> button will open up the Groups page in Rover.)

    • Lastly, select Allotments from the dropdown menu. Try clicking on the orange chevron arrows beside one the allotments listed to reveal the rooms held and rooms picked information. When you identify an allotment with a number for the rooms held space, click on the number. A pop-up message will appear, asking if you’d like to release the rooms for the day. Choose cancel to ignore this message.

  • Reports

  • End of Day 

    • Locate the End of Day page (Sidebar Menu > Front Desk > End of Day). Recall that you will only be able to manually run End of Day if you have been assigned this permission. We strongly recommend Try to locate the End of Day page in Rover—or let your Implementations Specialist know if you have questions. 

  • Room Diary 
    • Create reservation (make sure to assign a room number to the reservation). Then, navigate to the Room Diary page and view the reservation.

      • Practice navigating back and forth between the Room Diary and the reservation’s Stay Card. 

      • View the page for 7 Days and also for 21 Days. 

      • Lastly, practice changing the dates with the calendar feature. 




FINANCE TEAM (ONLY):

The property's finance team will want to review these items, to quickly locate and retrieve certain relevant information.


Guides/Topics for Discussion:

  • Rover’s Journal (click to access the article and video)
  • Accounts Receivables (video)
  • Commissions 


Practice What You’ve Learned:

  • Try this now: after logging in to Rover, navigate to the Journal (Sidebar Menu > Financials > Journal). Practice clicking through the different tabs located in the upper-right hand corner of the header: Summary, Revenue, Payments, and Cashier.

  • Next, while on the Journal page, select the calendar icon to navigate to a date in the PAST. Note: you cannot access a Journal entry for dates in the future. 

  • Accounts Receivables 

    • The Accounts Receivables page summarizes all of the open A/R Accounts for the property. Be sure that you can access the Accounts Receivables page (Sidebar Menu > Financials > Accounts Receivables).

  • Commissions 

    • With the commissions page, your property can track the amount currently owed to various travel agents. Make sure you can confidently navigate, review, and search for a travel agent from this page. 




TEST CREDIT CARD NUMBERS:

  • Here are a series of test Credit Card numbers that can be used.   All need an expiration date in the future month and year  (just not the current Month and Year)

    • American Express  378282246310005

    • Visa 444433332221111  or 4012888888881881

    • MasterCard  5454545454545454  or 5105105105105100

    • Discover Card  60110000990139424

  • And for more credit cards try this credit card generating tool




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