Helpful Preparation Tips for Rover Front Office

Modified on: Thu, 24 Jan, 2019 at 3:46 PM

Applies to:          Rover PMS             Rover Overlay

 

Helpful Preparation Tips for Rover Front Office



GETTING STARTED 


Rover Streamlines the Check-in/Check-out Process for Greater Guest Engagement. Benefits for Front Office Include:

  • Mobility to step out from behind the front desk 
  • Truly connect with guests upon their arrival
  • Increase revenue by enhancing guest stays with upsell offers 
  • Simple process, eliminates need for lengthy system training 

Virtual Front Desk is Everywhere with Wi-Fi (Onsite or Offsite):  

  • Public Areas: Hotel Entrance, Entire Lobby, F&B Venues 
  • Designate conference/special event attendees and VIP check-in areas (excellent perk to offer to groups)


Simple, Easy Check-in:


Quick Check-out:



PREPARATION FOR POST-LAUNCH SUCCESS


Incorporate into Front Office Procedures:

  • Add/verify guest email address and mobile number at check-in 
  • Determine pricing for room upgrades, early check-in, and late check-out 
  • Plan where to store and charge devices when not in use 
  • Designate Rover champions at the manager and staff levels


Prepare Guest Service Agents for Shift in How/Where They Work:

  • Have agents spend time in the lobby interacting with guests (increases their comfort level)
  • Create incentives for guest engagement and room upsell
  • Communicate upsell options available and pricing 
  • Set department and individual expectations for Rover use 


DAILY BEST PRACTICES

  • Have pre-arrival process in place 
  • Note that all info in PMS is not needed to do a Rover check-in
  • Handle special requests, room preferences, and alerts in advance 
  • Determine when/where to set up additional check-in locations


Make Rover Usage Possible:

  • Schedule a Rover Agent in the lobby for each shift 
  • Dedicate set times per shift/week for each agent to use Rover 
  • Set targets for Rover check-ins, check-outs, and upsell
  • Ensure access to Rover devices 
  • Charge devices when not in use



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