Implementation & Training

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Personnel Preparation

• During the installation, it will be necessary to over-staff the property. This will make it easier for all personnel to receive adequate training and the property's business to continue in a normal manner.
• Each person who will be using the computer needs to review this Help website prior to going live.
• Each person who will be using the computer should to have a working knowledge of Windows.
• Management must appoint one individual who is responsible for the computer system. This key employee will be given the title of Computer Systems Coordinator. This person should have knowledge of computers, if possible. This key employee should attend all training sessions to act as the primary interface to Execu/Tech. In addition, this person will assist in on-the-job training of all personnel during the training period. Once the system is operational, this person will be the authorized interface to Execu/Tech if problems arise.
• Computer systems are most successful when everyone is excited and ready. It is the responsibility of the property's management to include all personnel, as much as possible, in the installation process. Everyone should understand the advantages. All conversations concerning the computer system should be upbeat and positive. Personnel who are opposed to management's decision might best be moved to other areas of the property where they can continue as valued employees.

Training will be in several phases. These phases may be altered to fit the property's work schedule; however, the overall success of the computer requires that time for training be set aside. This is why the property is over-staffed during training. The exact dates and times of training must be scheduled with Execu/Tech prior to arrival of Execu/Tech's training staff at the property.

Implementation Schedule

Each installation requires special schedules based on the size of the property, the number of personnel to train, the number of terminals/printers on the computer, and the Execu/Tech software systems to be installed. This implementation schedule is to provide a generalized basis of installation.

Before any activity can begin, a signed order must be in the possession of Execu/Tech.

The customer is to begin completing an installation checklist and implementation checklist.

Execu/Tech will provide the customer with scheduled date of installation; your network technician and hardware vendor should have provide this schedule so that all hardware and systems are in place prior to Execu/Tech's arrival on site.

Customer is responsible for all trainer and installer travel expenses.  Customer will provide Execu/Tech with transportation tickets for training/installation personnel to travel, or will reimburse Execu/Tech for air fare prior to trainer's arrival.  Customer may lodge Execu/Tech personnel at Customer's facility or may lodge Execu/Tech personnel off site at Customer's expense.  Customer is responsible for Execu/Tech personnel's meals.  Customer is responsible for additional travel expenses such as work visas, exit fees, immunizations, etc., should they occur.

Execu/Tech personnel will arrive at the property as per schedule.

The hotel software will go "live" in the following order.

• Reservations will be entered into the computer upcoming arrivals as soon the date for going "live" is determined. This date should be one day after classroom training is completed and during the "on-the-job" training sessions.
• Front Desk will go "live" as follows:
• All next day's arrival reservations will be entered into ther computer.
• Master folios will be checked in with beginning balances.
• In-house guests will be checked in.  Beginning balances will be entered once the old system has been closed and correct balances are established.
• Credit card preauthorizations will be processed as appropriate.
• Phone System, Movie System and other interfaces will be activated.
• The following morning, due-out guest will be checked-out via the computer. Incidental charges not in previous night's balance will be entered into computer.
• All cashiers will balance their shifts during the day.
• Night auditor will balance the first day’s "live" operation.
• The night auditor will post room and tax using the Post Room and Tax program. 

Estimated Implementation Time:

Reservations: 2 days

Front desk: 3 days

Telephone interface: ½ day

Point-of-Sale interface: ½ day

Other interfaces: ½ day

Point-of-Sale system: 2 days

Back Office/ City Ledger: 2 days. Back Office, with the exception of City Ledger, will require at least 30 days to become completely operational.

Training

Management Training

The Execu/Suite system is more than a tool to keep track of guests and their charges. It is a system of management reports giving insight into the property's performance. Management training will cover the use of several vital reports.

A) Overall view and use of Guest Accounting System

• Reservations
• Front Desk
• Night Audit
• Travel Agent Accounting
• City Ledger / Direct Bill

B) Printing of House Count

C) Forecast Report

D) Night Audit Recap Report

E) Automated Morning© Report

F) Guest History System

G) Adjusting Automated Morning© Report amounts

Front Desk Training

Desk clerks must understand how reservations are passed on to the front desk system. They must know how to handle walk-ins as well as reservations. Balancing at the end of each shift and how that balancing affects night audit are of primary concern. Training will cover the following subjects:

A) Signing onto the system

B) Navigating the menus and shortcuts

C)  Shift reports

D) Check-ins

• Reservations
• Walk-ins
• Groups

E) Moving guests in house

F) Checking availability of rooms

G) Looking up a guests in house

H) Changing guest information

I) Entering charges and payments

J) Checkout of guests

K) Reverse checkout of guests

L) Refunds to guests

M) Error correcting

N) Closing out shift

1. Printing Cashier Report
2. Printing Charge and Payment Journal
3. Balancing and verifying

O) Leaving work for the Night Auditor

Reservations Training

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Each reservationist and sales person must understand how the reservation system affects the entire Property. Training will cover the following subjects:

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A) Reservations for groups

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B) Reservations for individuals

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C) Advance deposits

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D) Cancellations and Changes

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E) Confirmation letters

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F) Registration forms

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G) Cancellation letters

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H) Printing and understanding Reservations Status Reports

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I) Travel Agency System

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J) Guest History System

Night Audit Training

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The night auditor is a key employee in the overall success of the computer system. He or she must understand not only normal audit procedures, but also must have experience and/ or aptitude for working with computers. All areas of training will focus on equipping the night auditor to run various reports and check them for validity. He also will be trained in closing the business day and reorganizing the data files.

A) Printing and understanding Room Inventory Report

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B) Posting room and tax charges

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C) Balancing each desk clerk's Cashier Report

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D) Balancing the Charge and Payment Journal

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E) Printing the Guest Trial Balance (Detail)

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F) Printing and balancing the Night Audit Recap Report

G) Printing Cancelled Advance Deposit Report

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H) Reorganizing Data Files

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I) Creating City Ledger (Direct Bill) Postings and Back Office Data Files

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J) Printing Automated Morning Report

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K) Presenting reports to management in an orderly fashion

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M) Diagnosing potential problems

Housekeeping Training

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Housekeeping managers will be trained to use the computer and printed reports effectively.

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A) Printing and using the Housekeeping Report and Room Inventory Report

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B) Changing the room status

C) Setting rooms Out of Order

Recovery Procedures Training

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Every computer system has the potential of going down. The Computer Systems Coordinator is the primary person responsible for diagnosing problems and initiating recovery procedures. This person must be notified of problems before anyone else is contacted. The following potential problems and recovery efforts should be planned in advance.

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A) Power outages

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B) Server failure, Network failure, etc.

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C) Terminal failure

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D) Printer failure

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E) Backup and recovery of data files

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F) Status error messages from the system

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G) Interface device failures

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H) How to run the property until the computer comes back on-line