1. Implementation Guide
  2. Implementation Summary

2 Implementation Summary

Introduction

This chapter describes a sample process of engaging customers and preparing them for implementation of Nor1 solutions. It outlines readiness actions, training, verification, and post implementation follow-up. While the chapter describes a generic full-service engagement, it is meant for reference purposes. Not all activities apply to all customers, and any specific engagement is mutually determined by all parties as part of an engagement.

Pre-Installation Process

The implementation process starts with a call between the Nor1 team and the property team, which typically includes the revenue manager and front office manager. The Nor1 representative introduces the solution and reviews the key processes and scope of the project:

  1. After the call, the Nor1 representative emails a list of items/documents needed from the hotel and provides the following documents to the hotel:

    • Basic Data Form

  2. Ensure Connectivity: The Nor1 representative requests the addition of the Nor1 IP Address and URLs to the hotel’s priority list.‎

  3. Collect Property Information: The Nor1 representative gathers and reviews the following property information with the hotel:

    • Posting codes.

    • OXI access.

    • Commission structure for the receptionists if any.

    • Currency. The Nor1 representative requests the hotel’s currency exchange rate if the hotel charges guests for using currency that differs from the currency in the property management system (PMS). It is recommended the property use the same currency in its Nor1 setup that is in use for the property management system (PMS).

Implementation Call

The Implementation team configures the property with the items provided in the pre-installation step. The Nor1 representative schedules an implementation call with the hotel to review the hotel configuration for all applicable products.

Nor1 reviews the following items during the Implementation call:

  • Confirm the room offers and discuss ancillary offers.

  • Goal information and distribution/users.

  • Review the Max offer set and room movement for the upsells.

  • Validate data for the configuration.

  • Property exclusions if applicable.

  • Training expectations: number of leaders and agents, full participation of the team.

  • Confirm transaction codes to be used in the configuration and posting.

  • Set the Go Live date.

Integration Call

The Implementation Manager schedules a call with the property program manager 10 days prior to launch to review the following:

  1. Review setup.

  2. Set up OPERA Simple Reports (OSR) report scheduler in OPERA.

  3. Test and confirm receipt in mailbox.

  4. Verify/update OPERA OXI settings.

  5. Verify OSR setup with Integration.

  6. Confirm that both the 5 a.m. and the 10 p.m. OPERA Simple Report (OSR) reports are configured and scheduled with transaction codes unique to Nor1 CheckIn Merchandising.

  7. Confirm Recovery Report is configured with transaction codes unique to Nor1 CheckIn Merchandising.

Transaction Codes:

Transaction code(s) must be unique to Nor1 Check-In Merchandising (No exceptions. You cannot share them with any other party or eStandby/eXpress/eReach).

Verify that correct transaction codes are added to all OSR Reports.

If the hotel currency code is different from the currency code in use in the Property Management System (PMS), then you must use package codes for the currency conversion.

CheckIn Merchandiser Portal Test:

The Implementation Manager schedules a call with the property to check functionality. Perform the following tests:

  1. While on the call, award an In House and a future reservation.

  2. Five minutes (processing time) after the award, verify that the property can see the fixed charge in OPERA, which confirms that the award is working.

  3. Reverse the upgrade by denying it. After five minutes (processing time), verify that the property can see that the charge was removed from OPERA.

Go Live

A Nor1 Training team member will hold Go Live training sessions remotely with the hotel. The sessions include the following:

  • Confirm the training schedule.

  • Review the User list and confirm hotel’s access to Nor1.

  • Program Manager Go Live training.

  • Agent Go Live training.

  • Confirm Nor1 onsite visit (if applicable).

Pre-onsite Visit Preparation (if applicable)

The Training Manager/Training Specialist schedules a pre on-site call (one week prior to launch). Required attendees are: Director of Revenue and Front Office Leadership. They will discuss and complete the following tasks:

  1. Confirm Executive Leadership Meeting (General Manager, Director of Revenue, Director of Finance, Director of Rooms, Front Office Leadership to attend), Program Manager and Agent training sessions, 1:1’s and Real-Time Coaching at the Front Desk, and so on. Obtain and attendee list for each session.

  2. Send out Training Plan for the customer’s review and signature.

  3. Confirm Program Manager (liaison between Nor1 and Hotel).

  4. Confirm Program Manager meeting on the day of arrival.

  5. Request front desk check-in standards for use during training.

  6. Confirm commission structure for the Front Office team, additional exclusions, and so on.

  7. Confirm the live date (after first training or final training).

  8. Send a post-launch report to the hotel; review criteria used to determine whether the hotel is set up to be successful.

On Site (if applicable)

On the day of arrival at the property, the Training Manager/Training Specialist will need access and disposition to check the following:

  • Front Desk Terminal(s) Application Link: If the hotel has not already loaded the desktop link/icon, verify the website on the front desk PCs (If the hotel has loaded the link, make sure Nor1 can successfully log in). You might need to work with the property to verify the Nor1 IP Address.

  • Nor1 CheckIn Merchandising Users: Create and/or update the property users for Nor1 CheckIn Merchandising access before training users. If possible, have users log in right after the training to ensure they have access and can start using Nor1 CheckIn Merchandising immediately.

Property Tour

At the first meeting on the day of arrival:

  1. Verify any last-minute business rules with the Program Manager.

  2. Make sure the meeting room is ready with all requirements (view Training Plan’s Learning Environment).

  3. Verify Matrix (Blockings) for the next 7-10 days: Check the availability for the next few days and whether the hotel pre-blocks rooms to balance their inventory.

Nor1 CheckIn Merchandising Users:

Create or update the property users for Nor1 CheckIn Merchandising access before each training session. If possible, have them log in right after the training using your computer to make certain they can start using Nor1 CheckIn Merchandising immediately.

Day 1 Meetings and Materials:

  1. Executive Leadership Meeting.

  2. The Art of Nor1 CheckIn Merchandising Executive Team.

  3. The Art of Nor1 CheckIn Merchandising - Front Desk Agent Workshop.

  4. Application Training: Live training of CM portal.

  5. The Art of Nor1 CheckIn Merchandising Agent Manual.

  6. The Art of Leadership Program Managers.

  7. The Art of Nor1 CheckIn Merchandising Program Manager Manual.

  8. Nor1 CheckIn Merchandising Hotel Implementation Worksheet.

  9. Hotel Implementation Worksheet - Review with Program Manager what is completed and what is missing.

  10. Introduction to the Intercom Help Center and Chat.

  11. 1:1’s and Real-Time Coaching at the Front Desk.

Day 2 - Meetings and Materials:

  1. The Art of Nor1 CheckIn Merchandising - Front Desk Agent Workshop.

  2. The Art of Nor1 CheckIn Merchandising Agent Manual.

  3. Application Training: Live training of Nor1 CheckIn Merchandising portal.

  4. 1:1’s and Real-Time Coaching at the Front Desk.

Day 3 - Meetings and Materials:

  1. The Art of Nor1 CheckIn Merchandising - Front Desk Agent Workshop.

  2. The Art of Nor1 CheckIn Merchandising Agent Manual.

  3. Application Training: Live training of CheckIn Merchandising portal.

  4. 1:1’s and Real-Time Coaching at the Front Desk.

Other important tasks:

  1. Program Manager Responsibilities - Post Launch Report.

  2. Review Post Launch responsibilities with Program Manager using the Program Manager Reference Guide.

  3. Schedule and agree on weekly to monthly progress calls.

Verification Onsite

Post OXI Configuration Verification:

The Training Manager/Training Specialist verifies each awarded transaction from the previous day(s). Do this each day while on the property. Posted Nor1 CheckIn Merchandising transactions should be posting in OPERA. If not, make sure the correct transaction codes are in use:

  • OSR reports.

  • Nor1 CheckIn Merchandising.

  • Nor1 CheckIn Merchandising Activation Form.

  • Check traces on the reservation for error messages. You will not have access to the OPERA billing screen, therefore, the Program Manager will need to assist.

Error Verification:

Post Implementation

The Nor1 Account Revenue Manager performs the following tasks:

Weekly for Weeks 1-5 (15 Minute Performance and Engagement Call):

(FOM, Program Manager, Nor1 Account Manager)

  1. Review performance.

  2. Answer questions.

  3. Make sure that goals are entered for at least a year.

Monthly (After 5th week):

  1. (DR, FOM, Program Manager, Nor1 Account Manager).

  2. Review performance.

  3. Variation to goals.

  4. Quarterly.

  5. Additional training, as needed.

  6. Program Manager Support.