Introducing ACMng by RDP – Activity & Concierge Suite
ACMng will increase your property’s revenue immediately upon implementation.
Free yourself from the limited possibilities of traditional inclusive rate packages and fulfil the true potential value of each unique offering that your property has. Beyond this, ACMng opens an entire world of opportunities to generate business that you may never have considered with more basic functionality. For example, take advantage of that space that you always thought would be prime for paid yoga instruction, or make the most of the surrounding scenery by selling guided hikes. Build the vision you want to sell for your business, and do not settle for less just because your current PMS suite cannot support this ideal.
The Itinerary and Concierge Module (RP) Provides the Ability to Produce a Complete & Unique Itinerary for Each Guest or Group Leader.
Coupons or tickets can be printed and reconciled for every activity. It is an ideal solution for properties who utilize group itineraries, a concierge and guest services, and/or tour operators. The system can track if a given activity is available. For example, if you can reserve a bike from 10:00 a.m. to 2:00 p.m. for a guest.
Many RDP customers have extensive group business requiring activity scheduling.
Activities may include a conference room rental on Monday morning, lunch in the afternoon, a different conference room in the evening, projector rentals, and food service. The Itinerary module provides the ability to schedule up to 500 activities for a group and provide the group leader with an itinerary detailing each activity.
This confirmation can be completely customized and printed on individualized pre-printed forms. The complete guest itinerary can be included with the confirmation.
The concierge or guest services department frequently uses the guest itinerary module. For example, if a guest requests a dinner reservation, the concierge can schedule the activity, and charge the guest a service fee. A wide variety of activities can be sold by the concierge, including balloon rides, golf, skiing, etc.
Properties that schedule activities during the reservation process find guest itineraries essential.
For example, several RDP customers act as tour operators in addition to being a resort. When a reservation is booked, the hotel books an airline ticket, dinner reservations, boat trips, hiking trips, bus rides, etc.
On a seven-day reservation, the hotel may book 30 different guest activities!
The itinerary module is closely integrated with RDP’s yield management and package modules. For example, a package can be created with the following:
The Itinerary module allows coupons (also known as “vouchers” or “tickets”) to be printed for each of these package components based on necessity. Configure the system to print a voucher for golf that is presented to the course as payment. Print another coupon for redemption at breakfast each day, and yet another one for dinner.
An Itinerary is defined as the schedule of activities for a given guest or group. A wide variety of activities are possible, including:
Each activity includes an optional 100-line description. Fields available for each activity include:
Some guest activities are free and some are included with the package. Activities that are not free automatically appear on the guest folio. This is a fully integrated procedure. The operator adds or changes the guest itinerary, and the system recalculates the charge and adds it to the folio.
The folio charge and guest itinerary records are automatically linked to generate an audit trail. When viewing a guest itinerary, it is possible to view generated charges. Conversely, when viewing a guest folio, it is possible to view the activity that generated a particular charge. This feature is particularly useful for researching disputed charges at checkout.
Activities can be added to existing reservations as well. The guest logs into their account on the internet reservations module, selects the reservation for which to add services, and then chooses the activities.
Activities that are added are included on the guest’s custom itinerary which can be emailed or printed and presented to the guest upon arrival.
Many activities require the guest to present a coupon (ticket or voucher) for admittance. For example, a package that includes dinner may require the guest to present a voucher prior to the meal.
A list of activities for a particular guest or group is called an Itinerary. A list of activities for a particular vendor is called a schedule.
Elite concierge service requires software that can cover the smallest details. With ACMng, you have the tools to create complete and unique itineraries for each guest at your property. Inventory functionality will prevent overselling of items and activities to ensure Guests’ expectations are always met and your staff can function optimally. In conjunction with RDP’s Groups Module, create and oversee Group Itineraries that can be billed individually or to a master for conferences, weddings, and retreats.
Print vouchers and tickets for in-house guests once an activity is booked to simplify guest-staff interactions.
The Itinerary module is integrated with the package system, guest confirmation, and guest folio. The following example explains the power of this integration.
The customer does not own or operate a golf course. However, they offer golf packages and make guest tee times for any of the 100+ courses in the vicinity. During certain times of the year the entire 800-room property is filled with golfers, all of whom are playing on different courses at different times, with various groups.
This customer offers many golf related packages. One of these packages is called “standard daily golf”. This double occupancy package includes a room, golf each day, and breakfast. The golfer chooses from any one of 30 “standard quality” courses, and the resort books the tee time using the Itinerary module. However, the customer can “upgrade” the package to any of the other 70 “superior” courses for a fee. The fee is different for each golf course, for each season of the year.
The golfer can play a “standard” course as part of the package or the golfer can play a superior course for an extra $35.
In the Fall, superior course rates are $60. To further complicate the issue, the golfer may stay seven days and play seven different courses, all with unique surcharges!
RDP’s Itinerary module tracks and automatically calculates the correct surcharge for all courses for every day of the year. The operator selects the course from a pre-defined table, and the system does the rest. In addition, the system prints a golf coupon for each day, prints a list of golfers for each course, and reconciles coupons.
While this example is about golf, other customers use these features to sell theatre tickets, ski lift tickets, dogsled rides, and countless other items!
When Concierge staff is not available, the modern high-end hospitality client needs direct access to the goods and services that will make his or her stay. Once a guest books a reservation online via RDP’s customizable commission-free Booking Engine, they will be prompted to add individual activities and items with surcharges included. Through a combination of images and text you will be able to capture the best attributes of each item or activity you are selling, and weave a set of products that your guests will feel they cannot go without.
RDP’s Internet Reservation Module (IRM) allows guests, travel agents, groups, wholesalers and others to make reservations 24 hours a day, 365 days a year, directly into your RDP database. The Virtual Store module, which requires the IRM Module) increases the functionality of the IRM to sell the Internet guest additional items during the reservation process, such as:
The Virtual Store works in conjunction with the Internet Reservation Module to help maximize the positive guest experience and incidental revenue.
By selling directly to the public, all third-party commissions are bypassed. Market Activities On Your Website & Enable Purchase at the Click of a Button!
The Virtual Store offers the ability to reserve and purchase additional activities; in this case, ski lessons…
By purchasing lessons online, the guest can bypass lines and crowded shops on the mountain which offers better, faster service to the guest while generating additional revenue without any man-hours. Once the guest chooses a vendor, the specific lesson activities display with pricing information and allows the guest to select the quantity and book once during the entire stay or for each of the number of nights (the entire stay).
The Virtual Store displays all items that can be purchased and takes into consideration the number of nights and the number of people on each reservation.
For example, the “3 Day Lift” and “4 Day Lift” items are not shown, since this is a 2-night stay. Also, if there were children on the reservation, then child lift tickets and lessons would display.
As the guest chooses items to be purchased, a summary displays below the reservation details.
The activity name, date to be used, price, quantity, cost, tax, and total charge is available for review. When the guest clicks Continue after all activity bookings are entered, the guest can either log in if they are a returning guest or enter their contact information and click the Make Reservation button to complete the process. This allows the guest one final review of additional charges on the reservation prior to filing the reservation.
After the reservation has been approved by the guest and saved into the RDP system, a confirmation page appears. Along with the reservation details, all additional items purchased by the guest will display. This page can be printed by the guest as a confirmation and given to the front desk upon check-in. An email is also sent to the guest with the same information.
Virtual Store reports can be generated daily to ensure that additional activities such as lift tickets or rental coupons will be waiting for the guest at check-in. Reports can be run based on criteria such as arrival date, vendor, vendor category, or items purchased. For example, a report can be run showing all Vail lift tickets for the upcoming week, all equipment rentals for the past week, or all items regardless of category by arrival date. Additionally, you can track the activity cost vs. the markup in order to easily identify the profit for each activity sold.
Vendors that provide activities can be excluded from the Virtual Store based on a date range, preventing guests from booking an activity that is not available. For example, turn off the ability for guests to purchase ski rentals during the summer months, or rafting trips in the winter.
RDP’s Virtual Store works in conjunction with the IRM.Net and RDPWin’s Itinerary & Concierge (RP) module to provide a seamless interface between the online guest and your staff. RDP’s Virtual Store is available now, so contact RDP Sales for pricing or to schedule your installation.
Think outside of your property lines when selling your experience to potential guests; access to local vendors can be an equally important factor when deciding to book. Cultivate symbiotic relationships with quality vendors in your area by selling their services in ACMng, with the option to add surcharges for the financial benefit of your own business. You will also be able to manage billing for these transactions within RDPwin, reducing headaches for your accountant. From concert venues to fishing guides, do not miss an opportunity to partner with the businesses that make your area special.