This overview will give you a peek into what to expect as you start your Onboarding Journey.
A note regarding delegation ...
Delegating tasks to your staff and establishing a well-defined schedule can significantly improve your team’s learning, productivity and ensure timely task completion. Delegation not only lightens your Key Operator workload but also empowers your team, fostering a sense of ownership and skill development.
When planning your onboarding, incorporate time for staff to:
- watch videos
- attend training/practice after training
- participate in data entry
Furthermore, setting clear working hours and deadlines helps create a structured work environment, reducing the likelihood of procrastination and ensuring that tasks are completed on time.
Onboarding Journey
This is an example of the onboarding milestones.
Training Calendar
This is an example of a RoomKeyPMS Training Calendar. Scheduling is subject to Trainer availability and may be customized to suit your business.
Onboarding Participants
What is a Key Operator?
They are staff members in a management or decision-making role like Front Office Manager, Revenue Manager, Director of Operations, etc. They attend all scheduled training, delegate configuration and data entry tasks to staff in preparation for Cutover/Go-Live, and they are responsible for conducting ongoing and new-hire training for staff after onboarding is completed.
We understand that not everyone on the team can attend live training sessions. To make things easier, we encourage those who can attend to help by providing training for their colleagues who can't make it. This way, we can all learn and grow together!
Front Office / Revenue Manager
We recommend the Front Office Manager be designated Key Operator. They should attend all scheduled training and meetings and oversee the completion of the Onboarding Checklist.
Appendix 1.1 Front Office / Revenue Manager Training Checklist shows an example of the recommended training/videos, assigned tasks and knowledge checklist for this role.
Sales Manager
We recommend the Sales/Marketing Manager attend Rate Wizard, Packages, Corporate Accounts, Group Blocks & Wholesaler Blocks training.
Appendix 1.2 Sales Manager Training Checklist shows an example of the recommended training/videos, assigned tasks and knowledge checklist for this role.
Reservations / Front Desk / Night Audit Agent
We recommend that designated Reservations, Front Desk, and Night Audit Agents attend Reservations, Front Office, and Night Audit & Essential Balancing training.
Appendix 1.3 Reservations / Front Office / Night Audit Agent Training Checklist shows an example of the recommended training/videos, assigned tasks and knowledge checklist for this role.
Maintenance / Housekeeping Manager
We recommend the Maintenance / Housekeeping Manager attend Maintenance & Housekeeping training.
Appendix 1.4 Maintenance / Housekeeping Manager Training Checklist shows an example of the recommended training/videos, assigned tasks and knowledge checklist for this role.
Training Topics
This topic reviews the database settings in the Property module, Policy module and Clerks module. At the end of training, you will be able to customize your property settings, setup the PMS to send Emails, manage your booking and cancellation policies, and create Clerk IDs for staff.
Reference Video(s): Clerk Management (1Hr)
Attendees: Key Operators, Front Office Managers
This topic introduces the Rate Wizard module for the purpose of creating rate plans, loading rate prices, and managing rate distribution. At the end of training, you will be able to create rate plans with independent pricing and tier-enabled pricing.
Reference Video(s): Rate Wizard (1Hr)
Attendees: Key Operators, Front Office Managers, Sales Managers
This topic reviews the booking process: (1) Search for Availability, (2) Select Rate & Room Type, (3) Enter Guest Info. It introduces the New Res and Reservation EDIT windows for the purpose of managing reservations and the Guest Profile module for the purpose of managing guest information. At the end of training, you will be able to create and manage reservations for Leisure/FIT, Corporate, Group, or Wholesaler guests.
Reference Video(s): Reservations (1Hr), Guest Profiles (1Hr)
Attendees: Key Operators, Front Office Managers, Reservation/Front Office/Night Audit Agents
This topic reviews the check-in and check-out processes and includes pre-arrival, in-house, and post-departure guest management. At the end of training, you will be able to assign rooms, check-in guests, perform room moves, post charges, reverse & adjust charges, post payments/settle folios, check-out guests, and access daily reports.
Reference Video(s): Front Office (1Hr), CC Reconciliation (1Hr), Mobile CKI/O (1Hr), Mobile Upsell (1Hr)
Attendees: Key Operators, Front Office Managers, Reservation/Front Office/Night Audit Agents
This topic introduces the Maintenance module, Housekeeping module, and Housekeeping Web App. At the end of training, you will be able to create maintenance tickets and set OOO status, access housekeeping reports, assign rooms to be cleaned, and change room statues between dirty, clean, clean & inspected.
Reference Video(s): Maintenance & Housekeeping (1Hr)
Attendees: Key Operators, Front Office Managers, Maintenance & Housekeeping Manager
This topic reviews the auditing processes and introduces the Essential Balancing report for the purpose of balancing the database transactions each day. For properties with a 24-Hour Front Desk team, we review the Rollover setting that allows you to check-in a guest and post charges to the previous date when a guest arrives after midnight.
Reference Video(s): Reports (1Hr)
Attendees: Key Operators, Front Office Managers, Reservation/Front Office/Night Audit Agents
This topic introduces the Packages and Inclusions module, Guest Services module, and Transaction Codes module. At the end of training, you will be able to create packages, inclusion-packages, guest services and add-ons.
Reference Video(s): Packages (1Hr), Transaction Codes (1Hr)
Attendees: Key Operators, Front Office Managers, Sales Managers
This topic introduces the Corporates module for the purpose of managing both corporate business and online travel agents (OTA’s). At the end of training, you will be able to create corporate accounts with or without city ledger billing (direct billing) and attach accounts to negotiated corporate rates.
Reference Video(s): Corporate Accounts (1Hr)
Attendees: Key Operators, Front Office Managers, Sales Managers
This topic introduces the Groups module and reviews the process for making group reservations individually, via rooming list, or online via eRes Booking Engine using a group code. At the end of training, you will be able to create group blocks with a variety of booking and billing methods, including individual pay, house account billing, and city ledger billing.
Reference Video(s): Group Blocks (1Hr)
Attendees: Key Operators, Front Office Managers, Sales Managers
This topic introduces the City Ledger module and reviews the process for transferring charges from the guest folio to a city ledger account (direct billing). At the end of training, you will be able to create city ledger accounts, manage invoices, generate statements, and record account payments.
Reference Video(s): City Ledger (1Hr)
Attendees: Key Operators, Front Office Managers, Sales Managers
This topic introduces the Wholesalers module that allows you to hold room inventory (allotments) every day for a contracted tour partner. At the end of training, you will be able to create wholesaler blocks with contracts up to 6 months at a time, allocate room inventory, assign routing instructions, and manage cutoff dates.
Reference Video(s): Wholesalers (1Hr)
Attendees: Key Operators, Front Office Managers, Sales Managers
FAQ
We want to set you up for success, so training and Q&A is strongly recommended but not required. If you do not want to participate in training, you must sign and submit a Training Waiver form. Any training required after you have submitted your waiver is subject to a charge per hour.
Yes, Appendix 2.1 Onboarding Checklist shows an example of the tasks you will work on to complete the onboarding process. You will work with your Trainer to customize the checklist to suit your business needs.
Appendix 3.1 Data Entry shows an example of how to calculate the number of staff hours required for Data Entry. For each type of data, an average time is used to calculate the recommended data entry hours per person.
The following data can be entered any time before Cutover/Go-Live:
- Rates and packages
- Corporate accounts and wholesalers
The following data must be entered between the System Wipe and the Cutover/Go-Live:
- Future reservations
- Group blocks and group reservations
We do not recommend you go-live with RoomKeyPMS before training is complete.
Yes, subject to your Trainer’s availability.
No, training topics with a RoomKeyPMS are scheduled once per onboarding and cannot be repeated. Scheduled training can be recorded, and your Trainer will send you a copy of the recording so you can share it with staff. Trainers also provide references to videos and articles available on our support website.
System Configuration and Rate Wizard training must be completed first before proceeding with remaining topics. Please note that we recommend Packages, Corporate Accounts, Group Blocks, and Wholesalers training be completed before Reservations Front Office, etc. so that the front desk staff will have an opportunity to practice creating and managing these types of reservations.
Practice is strongly recommended after each training topic, particularly following Reservations, Front Office, and Night Audit & Essential Balancing training. Practice should be completed before the System Wipe to ensure your staff are confident entering data in preparation for Cutover/Go-Live.
Future Reservation Importing is available at a cost in some cases, please talk to your RoomKeyPMS Sales Manager to discuss adding this service to your invoice. For more information, please see our support article: Reservation Imports
Guest Profile Importing is available at a cost in some cases, please talk to your RoomKeyPMS Sales Manager to discuss adding this service to your invoice. For more information, please see our support article: Guest Profile Imports
Yes, you can schedule your interface installation before the cutover date. Please see the following notes regarding specific interfaces:
GDS/Channel Manager/Direct-Connect/RMS interfaces: these interfaces send inventory information therefore you must have your future reservations entered into RoomKeyPMS first, before you activate this interface; otherwise, you risk overbooking your hotel.
Credit Card interfaces: this interface can only be attached to one PMS at a time; if you schedule your installation date before Cutover will need to process credit cards manually in your existing PMS until your RoomKeyPMS Cutover date.
Point of Sale (POS) interface:
Installation dates for the following interfaces can also be scheduled before the Cutover date: PBX, Call Accounting, Voicemail, Key Card, Movie, Internet, Spa, ID Scanner.
Yes, you can schedule your interface installation after the cutover date. Please see the following notes regarding specific interfaces:
GDS/Channel Manager/Direct-Connect/RMS interfaces:
Credit Card interfaces:
Point of Sale (POS) interface:
Installation dates for the following interfaces can also be scheduled after the Cutover date: PBX, Call Accounting, Voicemail, Key Card, Movie, Internet, Spa, ID Scanner.
Appendices
This is an example of a training checklist for a Front Office / Revenue Manager. For each training topic we provide video and support article references, a knowledge checklist you can use to review the functions learned in training and a list of assigned tasks and data entry required for onboarding.
This is an example of a training checklist for a Sales Manager. For each training topic we provide video and support article references, a knowledge checklist you can use to review the functions learned in training and a list of assigned tasks and data entry required for onboarding.
This is an example of a training checklist for a Reservations Agent, Front Desk Agent, or Night Audit Agent. For each training topic we provide video and support article references, a knowledge checklist you can use to review the functions learned in training and a list of assigned tasks and data entry required for onboarding.
This is an example of the tasks you will complete during the RoomKeyPMS onboarding process. The System Wipe tasks are completed with assistance from a RoomKeyPMS Trainer.
This is an example of how to calculate the number of staff hours required for Data Entry. For each type of data, an average time is used to calculate the recommended data entry hours per person.
Rate Plans Calculation Formula:
[# of Rate Plans] x [10 minutes] ÷ [# of Staff] = Recommended Data Entry Hours (per person)
For Example:
Packages Calculation Formula:
[# of Packages] x [10 minutes] ÷ [# of Staff] = Recommended Data Entry Hours (per person)
For Example:
Corporate Accounts Calculation Formula:
[# of Corporate Accounts] x [5 minutes] ÷ [# of Staff] = Recommended Data Entry Hours (per person)
For Example:
Group Blocks Calculation Formula:
[# of Group Blocks] x [10 minutes] ÷ [# of Staff] = Recommended Data Entry Hours (per person)
For Example:
Wholesaler Blocks Calculation Formula:
[# of Wholesaler Blocks] x [10 minutes] ÷ [# of Staff] = Recommended Data Entry Hours (per person)
For Example:
Reservations Calculation Formula:
[# of Reservations] x [5 minutes] ÷ [# of Staff] = Recommended Data Entry Hours (per person)
For Example:
