Front Desk Operator Guide...RezExpert_Kennel_Front Desk Operator Procedure Guide_V1 CHECKING OUT RESERVATIONS Check-outs need to be processed through daily. There are multiple ways

RezExpert_Kennel_Front Desk Operator Procedure Guide_V1

Front Desk OperatorProcedure Guide

Contents

MANAGING CHECK OUTS – Checking out Reservations 3

MANAGING CHECK INS – Checking in Reservations 6

END OF DAY – End of Day Cut Off 7

RESERVATION SCENARIOS 11

- Phone Enquires 12

- Regular Customer 14

- Reservation Guest Folio 16

CANCELLING A RESERVATION 17

PROCESSING THROUGH A SALE 18

MAINTAINING CLEANING OF UNITS 20

WARNING LIST FOR CLIENTS 21

RIGHT CLICK FUNCTIONALITY 22

This Front Desk Operator Procedures Guide is a useful reference for the Day-to-Day procedures Front Desk Operators will handle in RezExpert.

Front Desk Operator Procedures Guide

For more Training and Support: View the Support Website support.rezexpert.com or contact DigitalRez on +61 7 4925 4400


support.rezexpert.com

CHECKING OUT RESERVATIONSCheck-outs need to be processed through daily.There are multiple ways to check out reservations.

1.0 In/Out > Arrivals/Departures Panel

Clicking the In/Out button from the Availability Grid will direct you to the Arrivals/Departures panel.- Click on the Departure tab to view a list of ALL guests due to check-out.

2.0 Single Reservation

To Check-Out an individual reservation (the owner currently standing at the Front Desk wishing to finalise their bill):- Scroll through the Departure list to locate the pet/owner’s reservation.- Click on the radio button to highlight the reservation.The Deposit/Balance box will display the current balance of the reservation.

If there is a Balance remaining: Click on the Payment button. This will open the Charges/Payments tab of the reservation.- Process through the payment. - Change to the Rez Details tab and click the Status box.- Press Check Out. The reservation has now been checked out.

If there is NO Balance remaining: Click the Check Out button.-In the Rez Status Option screen, click the Check Out button.The reservation has now been checked out.

If the reservation has a Security Deposit:Click the Payment button. Select the Action that applies: Keep or Refund.-If the Security Deposit is to be refunded back to the guest: Press Refund and select the Payment Type for the refund. Post and Submit.Change to the Rez Details tab, and click the Status box.Press Check Out.-If the Security Deposit is to be kept: Press Keep.Change to the Rez Details tab, and click the Status box.Press Check Out.

Scroll up the screen to expand the Arrivals/Departures panel.

3.1 Group Booking – All reservations checking out at the same time.

From the Arrivals/Departures panel > Departures tab, select one of the reservations within the group booking.If there is a Balance remaining: Click on the Payment button. - Process through the Payment(s).- Change to the Rez Details tab and click the Status box.- Press Bulk Chk Out button – this will check out all of the reservations in the group.The group reservation has now been checked out.

If there is NO Balance remaining: Click the Check Out button.-In the Rez Status Option screen, click the Bulk Chk Out button. The group reservation has now been checked out.

MANAGING CHECK-OUTS


CHECKING OUT RESERVATIONSChecking Out Reservations continued…

3.2 Group Booking – ONE reservations checking out.

From the Arrivals/Departures panel > Departures tab, select the reservation.If there is a Balance remaining: Click on the Payment button. - Process through the Payment.- Change to the Rez Details tab and click the Status box.- Press Check Out buttonThe reservation has now been checked out.

If there is NO Balance remaining: Click the Check Out button.- In the Rez Status Option screen, click the Check Out button. The reservation has now been checked out.

4 Bulk Check-out of ALL reservations

In the Arrivals/Departures panel > Departures tab:Click on the Bulk Check Out button.This will allow you to check out all reservations with a $0.00 balance – the reservations’ balance will display.Select All reservations and press Submit.

5 Availability Grid

To check out a reservation from the Availability Grid, select the reservation.From the till tape, press Guest Folio.If there is a Balance remaining: Change to the Charges/Payments tab and process through the payment.

If there is a Security Deposit: Change to the Charges/Payments tab and select the Action required for the Security Deposit – Keep or Refund.

After Balances and Security Deposits have been cleared: Change to the Rez Details tab.Click on the Status box.Within the Rez Status Options box, press Check Out.

If there is NO Balance remaining: Click on the Status box.Within the Rez Status Options box, press Check Out.

Importance of Checking Out

It is important to do the check outs daily. This will ensure that Units are available for future Reservations and Arrivals, and all balances are cleared.This is critical for accurate Revenue and Occupancy reporting.

MANAGING CHECK-OUTS


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1 – Select Radio button2 – Check Out button3 – Payment button4 – Bulk Check Out button5 – Guest Folio button6 – Deposit/Balance box

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MANAGING CHECK-OUTS

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Print Button – quickly access Reports

Export Button – allows operators to export out the displaying reservations (and related data) to an Excel csv file

Available on all Arrivals/Departures Tabs:


CHECKING IN RESERVATIONSChecking in the new Arrivals for the day is an important daily procedure.This will ensure correct handling of your Deposits, Guest List and Occupancy reports.There are multiple ways to check-in reservations.

1 In/Out > Arrivals/Departures Panel

Clicking the In/Out button from the Availability Grid will direct you to the Arrivals/Departures panel.The first tab to display will be the Arrivals tab. All the current Arrivals will display.

2 Single Booking

To check in an individual reservation, scroll through the Arrivals list to locate the reservation.Select the reservation.The Check In button will highlight. Click Check In.The Rez Status Options panel will display. Select the Unit/Run # that the pet/animal is staying in, if no unit/run has already been assigned.Press Check In to check in the reservation to that unit.In the Print Selector screen, select the Check In Form to print off, if required.

3.1 Group Booking – All reservations checking in at the same time.

From the Arrivals tab of the Arrivals/Departures panel, click on one of the reservations within the Group Booking.Click Check In.The Rez Status Options panel will display. Select Bulk Chk In button to check in all the reservations at the same time.The reservations need to have their units/runs assigned, prior to Bulk Check In.Select all the reservations and press Submit.All reservations will now be checked in.In the Print Selector screen, select the Check In Forms to print off, if required.

3.2 Group Booking – ONE reservations checking in.

From the Arrivals tab of the Arrivals/Departures panel, click on the reservation to be checked in.Click Check In.The Rez Status Options panel will display. Select the Unit/Run # that the pet is staying in, if no unit has already been assigned.Press Check In to check in the reservation to that unit.In the Print Selector screen, select the Check In Form to print off, if required.The remaining reservations within the Group Booking will need to be checked in when the guests arrive.

4 Availability Grid

Locate the reservation on the Availability Grid. Click the reservation to display the till tape.From the till tape, click Guest Folio to access the reservation’s Guest Folio.Within the Booking Details, select the Status box.The Rez Status Options panel will display. Select the Unit/Run # that the pet is staying in, if no unit has already been assigned.Press Check In to check in the reservation to that unit.In the Print Selector screen, select the Check In Form to print off, if required.

MANAGING CHECK-INS


END OF DAY CUT-OFFEmployee Staff End of Shift/Day cut offs should be performed at the end of each shift (when you normally requireyour staff to balance up their shifts takings etc) or if you only balance up once per day then do it at the end of theday.The End of Shift function is an essential part of the program and performs a similar function to that of performing aZ-Read on a till. This key process ensures the integrity of your information and control over cash. Failing to convertdeposits (by leaving guests in the check-in panel) will throw the report out because not ALL data is present toreport.Prior to performing the End of Shift cut off, the All Payments – by Sort Order Report can be printed off to helpwith entered Payments. Click Reports from the Menu Bar – End of Day category.

1 Menu Bar – End of Day

To perform an employee End of Shift, click End of Day from the Menu Bar.Within the End of Day Process box, select Staff End of Shift.Staff End of Shift allows staff to perform individual or business whole cut offs.Final Daily Closure allows staff to “group” completed cut offs together.

2 Select Employee(s)

To close a single Employee’s shift: Select the shift Employee and “System”.To close off ALL employee(s) who took payments during the day: Select ALL shift Employee(s) and “System”.This process is a Final End of Day Cut-off.

NOTE: Cut Off Dates: The date range covered by the Staff or Final End of Day Cut-Off is the date range from the first payment made after the previous completed cut-off to the last payment completed today (if payments were entered today).Adjust the Cut-Off Dates if required – select Specify within 3. Cut-Off Date(s) by ….Select the required cut off date and time.

Press Continue to enter in Payment totals.

3 Cash Drawer Count

In the 2. Cash Drawer column, enter the totals in the yellow count box.- Count your till- Type in the number of notes and/or coins you have in that denomination (not the dollar value). i.e. 3 X $1; 7 X $2- Repeat this procedure, entering the number of notes/coins that you have for each denomination.- Enter the actual dollar values of coins that you have in the Coin box. The total cash entered, is dynamically calculated by the system i.e. $2.55- Enter your Float amount (only enter the float if it is counted in your totals). The float will be deducted from the cash count.

4 Payment Type Entry

- Enter the total dollar amounts for each payment type i.e. Mastercard $453.25NOTE: The Cash amount entered automatically contains the figure from the Total Cash box on the left.- Click the Process button.

After processing, if there is a number other than $0.00 in the Difference column, you must click on the Reconciletab.The program displays detailed entries for the day to help you find the differences.

END OF DAY CUT-OFF

END OF DAY CUT-OFFEmployee Staff End of Shift/Day cut offs continued…

5 Reconciling Part One

Correcting differences (reconciliation) is a two part process.Reconcile Part 1:Review Payments screen.NOTE: you can narrow the view to different payment types by clicking on the Payment Type button at the top of the screen).Locate and note any errors.Start with the items for which you have documentation (Cheques, EFTPOS etc)Once you have checked these, this will leave Cash to review for any obvious errors).

6 Reconciling Part Two

To correct a Payment(s):Note the Guest Name(s) and Reservation number(s).Click Reset to cancel the cut-off and enter in your Login details or press F5 to cancel the cut-off.Click Grid from the Menu Bar.Search for the Guest or Reservation # you have noted from the reconciliation screen.Make the appropriate change to the payments, for all of the errors you noted for reconciliation action.When finished, return to the End of Day procedure and re-enter in the Payment totals.The Computer totals will have now been updated to the correct value.Enter a Comment about any adjustments and press Submit to finalise the End of Day cutoff.Press OK to all dialog boxes. Take note of the Cut Off number if you need to.

If no reconciliation of payment is required: Press Comment to enter in a comment to explain the Difference.Press Submit to finalise the End of Day cutoff.

7 End of Day Report

After finalising the Cut off, press Print to print off the End Of Day – Cut Off Review.The End of Day – Cut Off review displays a summary of payments, along with a listing of payments taken within the specified cutoff.

END OF DAY CUT-OFF

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1 – Select Employee(s)2 – Cut-Off Date(s)3 – Cash Drawer Count4 – Payment Type


END OF DAY CUT-OFF – FINAL DAILY CLOSUREA Final Daily Closure will allow you to merge multiple cutoff(s) together, to run a report. If multiple cutoffs aremade during the business day, the Final Daily Closure will allow you to run a Daily report for all cutoffs.

1 End of Day Process

After completing the End of Day cutoff(s), click End of Day from the Menu Bar.Select Final Daily Closure.The operator can do a search for cutoff(s) that will be placed into the Final Daily Closure.

Search by the Creation or Cutoff date – select the appropriate radio button and enter in the date range. Click Search to view all cutoff(s) completed in the Search criteria dates.

2 Final Daily Closure

From the displaying cutoff(s), select the cutoff(s) to be in the Final Daily Closure.This selection can be a single or multiple cutoff(s).Closure Label: Enter in the name of the Closure i.e. Week ending 7th November.Press Submit to finalise the cutoff closure.

All Final Daily Closures are stored within the Closure History. Click History to View (or Undo) a Closure.To view the completed closure, select Closure Date radio button and click Search.The completed closure will display, allowing the options to:View – View Closure Reports.Undo – Ungroup the cutoff(s).

Select the Report(s) and press Print to print off a Closure Report.

END OF DAY CUT-OFF


END OF DAY CUT-OFF – FINAL DAILY CLOSURE

After a Closure has been performed, you can view these at any time by pressing the History button, and press the View button next to the Closure to see the Financial reports selection.

The key financial report in RezExpert is the Trial Balance. This report is customised to your business GL (General Ledger) codes entered in the GL Setup screen.

If GL codes are assigned to all products & payment types, Debits & Credits will always balance; Debits are money received & Credits are the dissection to the appropriate liability (deposits & tax) and revenue categories.

NOTE: See the Support Website for more information on General Ledger Setup and assignment https://support.rezexpert.com/general-ledger

Example of Trial Balance – Cutoff Closure

END OF DAY CUT-OFF


HOW TO MAKE RESERVATIONS

The following pages will explain different Reservation scenarios that Front Desk operators may encounter, and a quick, easy solution to handle these.

For more information and Training Videos on Creating Reservations, see the RezExpert Support website - https://support.rezexpert.com/Alternatively access the Training Videos at the bottom of the Availability Grid.

Reservation Scenarios:- Phone Enquiries-Regular Customer

RESERVATION SCENARIOS


How to handle Phone EnquiriesScenario Example: When you receive a phone call enquiring about Availability for a particular time of the yearand/or particular length of time.The Calendar Quote tool best helps you with this scenario as all Unit Types and their availability for the selectedtime entered will be displayed.

1 Select Arrival date & # of Nights

From the top of the Availability grid, using the Calendar Quote tool select the date of arrival from the Calendar. Enter in the number of nights and press Submit.

2 Booking Quote Screen

The Booking Quote Screen will display all the Unit Types with the number of units available for the date range selected.Avail: Indicates the # of units/runs available.Ext: Indicates the number of nights you can extend the reservation for before you run out of availability – useful if the guest wishes to change the length of stay.Occ: Indicates the maximum number of pets for the Unit Type.

This information will help with selecting a suitable Unit Type for the stay.Click on the + symbol next to the selected Unit Type, for the number of reservations you wish to make.

3 Quote

After selecting the Unit Type, the Quote summary on the left hand side will populate with a Base Rate Quote. Add in the number of pets that are due to arrive – if there are extra pets (more than the Incl occupant number) the Quote summary will update with the extra occupancy rate. You will be able to quote this to the client.

Any changes to the Booking Details i.e. Unit Type, Arrival/Departure date, # of pets, any discounts applied, the Quote Summary will automatically update with the new charges.If the client wishes to proceed with the reservation, press Submit to create into a reservation.The Guest Folio will display to enter in Owner and Pet Details and confirm the reservation.

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PHONE ENQUIRIES

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PHONE ENQUIRIES


How to make reservations for a Regular CustomerScenario: A regular customer calls up to book their usual Unit/run for their pet’s holiday.

1 Search for Client

By clicking Search from the Availability Grid, you can enter in the owner’s name into the Search criteria. The selected client will display on the left hand side – click View to see the owner’s reservation history if you need to see their usual Unit Type.

2 Making Reservation

Click on the Unit on the Arrival date, drag out for the desired number of nights and press Submit. This will automatically assign the selected Unit to the reservation. - Enter in the # of Pets- Adjust the Rate Group and apply Discount if necessary.- Press Submit to finalise.

If the client has not been searched prior to performing a Rez Quote: Before pressing Submit, change to the Client Details tab and search for the client.

3 Guest Folio

After pressing Submit, the Guest Folio will open with the Client and Booking Details of the reservation. The Unit/Run # will have already been assigned.Enter in any required additional information, if applicable.Press Submit to finalise the reservation.

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REGULAR CUSTOMERS


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Click on the Site on Arrival Date Drag out for # of Nights

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Enter in the Client’s Name

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REGULAR CUSTOMERS


RESERVATION GUEST FOLIO

Client Details Booking DetailsThe Client Details side will allow you to enter in theOwner’s name, address and contact details.This also ensures that the Owner’s name appears on theReceipts, reports etc.

The Booking Details side will contain all of the bookingdetails i.e. Check in/out date; Run# etcAny changes to Booking Details will adjust the bookingcharges (except Unit # assignment, Marketing Type & AltGrid Label)

Mandatory Client Fields Alt Grid Label (Optional)

RezExpert requires the following information for each reservation:- First Name - Last Name- Country - Email (enter NA if no email provided)- (either) Phone # or Mobile #

To get the Grid display label to display the pet’s name (for easy identification) enter the pet’s name into the Alt Grid Label. Alt Grid Label will display on the Availability Grid, while allowing you to have the Owner’s name on the reports etc. Also available to search via Alt Grid Label.

Client Details Custom Alerts (Optional)

Enter in the Owners contact details. This will create a Client File for the owner. Any changes to the details will automatically update their file.

Secondary Email – allows you to record 2 email addresses for the Owner.

Custom Alerts can be created to allow the operator to change the display colour of the reservation on the Grid. This will prompt other staff members to know that there is a special alert/requirement related to this reservation.

Custom Fields Marketing Type (Optional)

RezExpert allows you to create additional fields to record any additional information/details you require.

Record “How did you hear about us”

CANCELLING A RESERVATION

How to Cancel a Reservation

Scenario: A customer informs you that they wish to cancel their future reservation; or an operator has made amistake and needs to remake a reservation.

1 Select Reservation

Select the Reservation from the Availability Grid. Open Guest Folio of reservation.

2 Booking Details

In the Booking Details panel, select Status.Within the Rez Status Options box, select Cancel Rez.

3 Reservation Cancellation

Select the cancellation policy, if applicable.For no refund - click No Refund button.For refunds - Enter in any cancellation penalties, if applicable.For any charges that are not to be reversed for the refund, deselect from Charges to Reserve.Select the Cancellation Reason - No Shows, Correction, Cancellation, and Resort Shut Down. Enter in any related Cancellation Comments – any entered comments will display on the Email Cancellation.

4 Refunds

Selecting a cancellation policy and entering in any cancellation penalties will adjust the amount to refund. Select the refund Payment Type, click Post to post the refund amount. Press Submit to finalise the cancellation.


PROCESSING THROUGH A SALE

How to make a (POS) Sale TransactionScenario: A customer comes in to purchase a product for example Newspaper.- Point of Sale (POS) transactions can be processed through RezExpert, that are not associated with a reservationi.e. bottle of water.

1 Availability Grid

To process through a POS transaction, click POS on the Availability Grid.This will direct you to the New Sale/Quote Screen.

2 Adding a Client’s Name to a Sale/Receipt

Within the New Sale/Quote screen, you can search for the client prior to processing through the sale. - If a client is searched and selected, the client’s details will appear on the Tax Receipt and within the Point of Sale Activity screen.- If no client is searched and selected, the sale will be recorded under the name System.

To search for a client: click Search and search for the client.The selected client’s details will populate in the left Client Details panel.

3 Sale Transaction

Select Product Group from the Product Group dropdown.Select the Product from the Product Label dropdown.Enter in the Quantity of the products that are being sold.Price per Unit: If a product rate was entered in Product Rate Setup, this price will automatically display, this can be adjusted for this individual sale if need be. If no rate has been entered, enter in the Price per Unit.Click Post to allow the system to calculate the Tax for the sale.Click Post to post the charge.Repeat for all products that are to be charged.

4 Processing Payment

Select the Payment Type from the drop down. Enter in a Reference # if required.Press Post to post the payment and press Submit to finalise the sale.To print off a receipt, press Print Receipt.

5 Point of Sale Activity Panel

To view any POS transactions that have been processed through, click End of Day from the Menu Bar. Select Staff End of Shift.Scroll down and expand the Point of Sale Activity panel.Expand out the date range to locate a past POS transactions.


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PROCESSING THROUGH A SALE

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Your Products


Maintaining Daily Cleaning

Cleaning reports and Unit Not Clean alerts will help you maintain cleaning and arrivals.

1 Automatic Unit Not Clean Alert

The manager has configured the Unit Types that are required cleaning after departure.When a reservation is checked out, the Unit will automatically change to Unit Not Clean colour (default: Red) on the Availability Grid, and will also display within the Cleaning Report.

No reservation can be checked into this unit while it is indicated as “Dirty”.

To indicate the Unit/Room has been cleaned, click on the Unit # again.Click the Unit Clean button. Reservations can now be checked into this unit.

2 Manual Clean Unit Alert

An Unit/Room can manually be set to be “Dirty” from within the Availability Grid.

- Click on the Unit # within the Unit # column on the Availability Grid.Within the Upcoming Bookings and Pencil Ins drop down, click the Unit Not Clean button. This will automatically turn the room to “Dirty”.No reservation can be checked into this unit while it is indicated as “Dirty”.If an operator attempts to check in a reservation into a “Dirty” room, a message will display to state the room is “Dirty”.

To indicate the Unit/Room has been cleaned, click on the Unit # again.Click the Unit Clean button. Reservations can now be checked into this unit.

3 Cleaning Report

Available within the Arrivals tab of the Arrivals/Departures Panel is the Print option.Click Print to see a list of available reports.Select the Cleaning Report and press Print.Displayed on the report will be all units/rooms that are requiring cleaning for that day.

Once the units/rooms have been cleaned, you need to indicate this on the system.Click on each Unit # within the Unit # column on the Availability Grid.Within the Upcoming Bookings and Pencil Ins drop down, click the Unit Clean button. This will turn the unit/rooms from “Dirty” to “Clean”.

MAINTAINING CLEANING OF UNITS

- Room is available to Check in- Room is Occupied- Room is Dirty – Requires Cleaning


WARNING LIST FOR CLIENTS

Warning Lists - Alert

Scenario: You wish to add a Warning Comment to the Client Record to warn all operators of a specific client i.e. aguest that you do not wish to accept any reservations from in the future.

1 Client Editor

On the Availability Grid, scroll down and expand the Client Editor panel.Click Search to search for the client.

In additional – click Search from the Availability Grid. Search for the client and click Edit within the Selected Client drop down box.

2 Person Details

In the Person Details section, tick on the flag Warning List.Enter in the comment into the Warning List Comments box.This message will appear when the client is next searched and selected.

3 Warning Comment

The Warning Comment can also be used for other purposes to alert your operators when you select the client i.e. left property behind on their last stay or other personal reminders (birthdays, special requirements etc).


RIGHT CLICK FUNCTIONALITY

Right Click Functionality

Operators are able to access quick additional options for a selected reservation by using the right click button onthe mouse or pad.Using the right click on a reservation will provide multiple options for a quick changes or access to speed upreservation handling within the Availability Grid.

1 Right Click Menu

On the Availability Grid, select the reservation using the right hand button on the mouse or pad.The Right Click menu will appear with the following options:• Guest Folio – opens the reservation’s Guest Folio• Move Reservation – opens the Available Units box to select a new site/unit• Check In – opens the Rez Status box to check in. Available on reservations due to check in – past their check in date.• Check Out – opens the Rez Status box to check out reservation. Only available on Checked in Reservations past their Check out date.• Cancel – opens the Rez Status box to cancel the reservation.• Make Sale – opens the New Sale/Quote screen to process through a sale.• Make Payment – opens the Charges/Payments tab to process through a payment.• Add Reservation - add another reservation to the selected reservation to create into a group.• Split – splits the reservation into two for relocation.• Print Statement – opens the Print Statement print selector screen to print/email a Reservation Statement Summary/Detail.• Print Other - opens the Print Other print selector screen to print/email a Tax Invoice/Receipt, Check in form etc.• Charges/Payments – opens the Charges/Payments tab.• View History – opens the History tab of the Guest Folio.


Documents

Front Desk Operator Guide...RezExpert_Kennel_Front Desk Operator Procedure Guide_V1 CHECKING OUT RESERVATIONS Check-outs need to be processed through daily. There are multiple ways