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Manage Your Campground & Resort with RezExpert Flipbook PDF
Manage Your Campground & Resort with RezExpert
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Contents COMPANY OVERVIEW 5 SOFTWARE AS A SERVICE 6 RENTAL & PROPERTY MANAGEMENT 7 MAPPING MODULE 8 METER READING 8 POS 8 DOWN TO THE MINUTE 9 CHANNEL MANAGER 10 CALL CENTER RESERVATIONS 11 CALL ACCOUNTING 11 UNIQUE ACCOUNTS 12 24/7 ACCESS 12 CENTRAL MANAGEMENT 13 REDUCED CREDIT CARD COSTS 13 CRM FEATURES AND GUEST MANAGEMENT 14 CRM FEATURES AND GUEST MANAGEMENT 15 MEMBERSHIP MANAGEMENT 16 OWNER REVENUE SHARING 18 EXTENSIVE TRAINING MODULE 19 SYSTEM WIDE & PROPERTY LEVEL BRANDING 20 DYNAMIC REPORTING 21 FINANCIAL REPORTING/ANALYTICS 21 RENTAL MANAGEMENT 22 DATA MINING 22 CENTRALIZED DOCUMENT MANAGEMENT 23 DYNAMIC PRICING 23 AUTOMATED EMAILS 24 CREDIT CARD PROCESSING 24 I.P. SECURITY 25 ENHANCED MARKETING 25 SECURITY ACCESS CONTROL SYSTEMS 26 2 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
INVENTORY MANAGEMENT 26 MULTIPLE RESORTS - ONE DATABASE 27 EVENT NOTIFICATIONS 28 ONLINE OWNER ACCESS 28 DOCUMENT MANAGEMENT SYSTEM 28 HOUSEKEEPING MODULE 29 MAINTENANCE MODULE 29 TIMESHARE MANAGEMENT 30 OWNER RENTAL & INVENTORY MANAGEMENT 31 PREVENTATIVE MAINTENANCE SCHEDULING AND TRACKING 32 ESCROW MANAGEMENT 34 WAITING LIST 35 CASH & ACCRUAL ACCOUNTING 35 EMPLOYEE COMMISSIONS 36 BATCH PRINTING 37 RIGHT CLICK FUNCTIONALITY 37 RESERVATION RECALCULATIONS 38 EMPLOYEE END OF SHIFT CUTOFFS 38 GL MAPPING 39 ALERTS 39 RECIPROCAL BUSINESS 40 AUTO OPTIMIZATION 40 TRACK MARKETING 41 SECURITY SETUP 42 EXTERNAL REPUTATION MANAGER (EXTERNAL AND INTERNAL GUEST REVIEWS) 43 POLICIES 45 REPUTATION MANAGEMENT & MARKETING 46 ENHANCED ONLINE BOOKING INTERFACES 48 ONLINE RESERVATIONS 50 MOBILE CHECK IN/OUT – MOBILE APP 51 TICKETING, DAY PASS AND TOUR MANAGEMENT 53 www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 3
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COMPANY OVERVIEW Affordable solutions you can rely on… Who is DigitalRez? DigitalRez is a global organisation consolidated behind the RezExpert Software System. With offices in Canada, Barbados and Australia, DigitalRez has been operating for over 22 years providing solutions to the accommodation and hospitality sector world-wide. DigitalRez Software (DRS) DigitalRez Software was founded in British Columbia, Canada in 1995, providing flexible solutions to the North American markets & serving hundreds of large and small clients worldwide. Senior programmers, local support desk and sales team are based in British Columbia. DigitalRez International (DRI) DigitalRez International was founded in Bridgetown , Barbados in 2000, the Senior Management team is responsible for product design & development. The Administration and Marketing for the North American market are also maintained out of this office. The Managing Director & PCI compliance officer are based in Barbados along with the North American support desk and sales team. DigitalRez Australia (DRA) DigitalRez Australia partnered with DigitalRez International in 2001, servicing large Centrals, Mining, small accommodation clients and Property Managers in Australia, New Zealand and Indonesia. The Australian CEO and local Support desk, training & IT Cloud support is carried out from the offices in Central Queensland. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 5
SOFTWARE AS A SERVICE What is RezExpert - Software as a Service SaaS Benefits: (SaaS)? • Save on Capex - No Servers to RezExpert is a fully hosted solution maintained in the Amazon Cloud. This significantly reduces Buy or Maintain IT hardware costs, centralizes all business • Reduced IT Costs processes and drastically reduces software costs. Access the system with a browser on a • Oversee all Property, Owner and Mac, PC, Tablet, Kindle or SmartPhone. Revenue Management from One Location Executive Decisions • Data Analytics – Revenue Executives, Managers and operators can Statistics, Auditing and Reporting access the RezExpert system from anywhere with an Internet connection, without the usual • PCI III Compliant Payment connectivity and security setup concerns. Processes RezExpert is an advanced product built for today’s business needs, ideal for multi- • Instant Centralized System Wide property organizations, HOA Management Reporting and revenue tracking. RezExpert provides executives and managers the opportunity to • No Long Term System Contracts - make sensible, low risk, buying decisions. Just Cancel with 30 Days Written Notice • Simple Monthly Pay-As-You-Go • Unlimited Users - No Extra Cost • Low Monthly Fee Includes Software Support and all software updates 6 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
RENTAL & PROPERTY MANAGEMENT It’s All in the Grid! RezExpert is the most advanced Java based property management system in the world. Utilizing a powerful, easy to use grid interface that replicates the familiar calendar. The grid can switch between Accommodation types with numbers in each cell representing inventory. Easily switch to the individual unit view for listing by each unit within the property. RezExpert also provides right click functionality for shortcut access for speeding up reservation management. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 7
MAPPING MODULE The Mapping module provides a unique bookable graphical interface of your resort - turning your Property Map into a booking tool. Easily view adjoining or nearby units on a complete map of your property. The interactive bookable map can be used for the online booking interface and/or at the front desk to easily view available units for the desired date range, booking directly through the map by clicking on the available unit. METER READING Setup Meters (electric, Gas, water etc.) and assign to the associated units. Apply Meter Readings in bulk for a batch or to individual reservations to generate the meter charges to either the client’s account or directly on to the reservation. Generate meter walk sheets and calculate readings automatically for a seamless billing policy run. These meter batches can be printed in bulk. POS RezExpert integrates seamlessly with a cost effective, powerful Point of Sale system - iConnect. Easily post Food and Beverage charges, Gift shop sales to bookings. Run reports to audit sales against room charges, track inventory and much more. This affordable POS system ships with terminal, monitor, scanner and EMV enabled credit card unit for one low price or choose the pay-as-you-go plan. 8 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
DOWN TO THE MINUTE RezExpert Down-To-The-Minute module allows any establishment to book time increments per day. Essential for spa’s, golf tee times, tennis court rental, tours, boat and Kayak rentals or anything that requires an appointment. The Appointment module still utilizes the unique Down to the Minute grid interface within RezExpert. Reservations can have a unique color code to signify the various statuses of a reservation (paid, no payment or partially paid, etc). You can set unlimited time slots and assign employees to timeslots for easy management of appointments. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 9
CHANNEL MANAGER Manage and track all of your channel bookings from the Channel manager. Third party booking portals can be configured using this interface so that reservations are automatically downloaded into RezExpert. RezExpert connects to Siteminder Channel management allowing businesses to access dozens of travel agents, wholesalers and third party booking sites like Expedia, Travelocity, etc. Use the Channel tracking software to increase visibility across multiple channels. Use the enhanced channel audit tool to manage and track all of your channel reservations in one easy to use interface. ONLINE CORPORATE, WHOLESALER AND TRAVEL AGENT ACCESS Corporate, Wholesaler and Travel Agents can log on to a special online area to access all of their reservation history, make new reservations with any special membership pricing and from their membership inventory segment. They can also make payments to their account, print statements and run reports if necessary. 10 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
CALL CENTER RESERVATIONS RezExpert has a Call Center specific grid interface. This interface only shows unit types and the amount of units available on a given day. Member and client search is easily accessible for the call center operatives for easy client history retrieval and rules audit while the client is on the call. CALL ACCOUNTING The Call Accounting module is essential for managing and billing calls from rooms. This module automatically tracks calls and places a call charge on to the guest room folio. Current Call Accounting software integrations include Genesis and CASH Call Accounting. Other systems can be integrated. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 11
UNIQUE ACCOUNTS RezExpert has a feature rich accounting layer. Each client, corporate client and property within the system can have payable and receivable accounts. Property and corporate wide reports can be generated for any account type for instant revenue forecasts. Payable and Receivable Accounts are particularly important for Timeshare or Owner management for keeping track of transactions, monthly billing and payment of dues. Escrow accounts can also be tracked and managed from the RezExpert accounting layer. AUTOMATED FLEXIBLE BILLING RezExpert has a powerful automated billing feature. Unlimited amounts of recurring billing policies can be set up, e.g. monthly rent, maintenance charges, monthly/yearly membership dues, etc. Once enabled, members can be allowed to access their account at any time through a secure web interface to view or make payments. 24/7 ACCESS Regular and Corporate clients as well as Owners can access their accounts in real-time online through a web interface based on user defined preferences managed by the Management Company. 12 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
CENTRAL MANAGEMENT RezExpert Central is ideally suited for any size multi property groups requiring a Central Reservation and Client Management system at a new price point for the industry. Access all your properties from one interface on any internet enabled device, dramatically reducing your support and IT costs. Executives, Managers and Front Desk staff (with the appropriate security level) have the ability to ‘switch’ between all (or just a selection) of the Properties’ Booking systems and Availability Grids. Advanced features like Membership rules allow for different guest types (Customer profiles) to book at all or restricted properties with automatic assignment of different rate groups, discounts, minimum stays, usage rules and much more. Whether you manage a small property organisation or an enterprise business with multiple locations, RezExpert’s Central design will enable businesses to service their guests and reservation requirements delivering operational savings and increased revenue. REDUCED CREDIT CARD COSTS We have teamed with various payment processors enabling you to utilize integrated credit card processing or you can utilize our integrated credit card vault, enabling you to view the credit card number before processing manually. Clients moving to integrated processing have already reported: • Savings of 10 - 25% • Improved transaction reporting • Faster authorizations • Quick, auditable settlements to their bank www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 13
CRM FEATURES AND GUEST MANAGEMENT RezExpert has a robust CRM module which allows businesses to keep all history of resort and unit specific interaction, create customized follow-up messages that will increase customer loyalty and raise revenue, all combined with a secure, scalable, hosted property management solution. Automated and manual custom designed follow-up messages are an important part of a successful CRM system to maximize owner interaction, property loyalty and help raise revenue. Managing resort and unit owner data and keeping track of all contacts with both is essential to grow your business effectively and to manage communication efficiently. 14 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
CRM FEATURES AND GUEST MANAGEMENT CONT. CRM FEATURES AND GUEST MANAGEMENT Track all guest and resort interactions with the RezExpert CRM feature. Every communication with a guest or resort can be stored in the system, associated with the guest or resort. Log emails sent and received, phone calls and any other type of interaction. All information is kept in memory for easy retrieval at a later date. UNLIMITED TASKS AND NOTES PER GUEST RezExpert allows you to assign unlimited amounts of Notes and Tasks to a campground or RV Resort. Every time an email is sent or received, a phone call is made or received; a detailed note should be added to the record. Set a task for employees into the future i.e. “Call Mrs. Jones to remind her of the outstanding payable on her monthly fees” Set the date this task needs to be completed. ADDING TASKS & NOTES Make new Tasks or Notes and assign them to a property, an owner or an employee. You can also edit existing notes. Updating them but not deleting previous entries is allowed to keep the audit trail intact. MANAGE TASKS & NOTES Each employee can view their task list when they login to the system. Managers can view overdue and incomplete tasks to follow up and make sure issues do not arise. Run reports on how many tasks are outstanding, when they should be complete and who should have completed them. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 15
MEMBERSHIP MANAGEMENT RezExpert incorporates a robust have different privileges to others they can membership management tool. You can be assigned different membership levels track members, assign unique member and get access to different rates inventory numbers, assign a specific set of rules types, times and much more. Or they can that apply to only certain memberships all be one membership level with the same or to all memberships. If some owners privileges. 16 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
MEMBERSHIP MANAGEMENT CONT. Below is a brief overview of the features available in the RezExpert Membership Management module: • Set a default discount per membership • If the membership includes free stays, don’t show the payment screen when a member books online • In the private online account interface, set whether the resort allows the member to see their payable account information. • In the private online account interface, set whether the resort allows the member to see their Account receivable (what is owed to them) information. • In the private online account interface, set whether the resort allows the member to see their reservation list of their own historical reservations. • In the private online account interface, set whether the resort allows the member to see the reservations made on their unit by resort guests and see their revenue value. • Set the Maximum length of stay a member can have at a resort or across a network of resorts. • Set the maximum days per year a certain membership can make reservations • Set business return limitations. Membership resorts have strict rules on how many times a member can book at certain times. RezExpert allows you to configure this quickly and easily. (e.g. stay 5 days onsite, cannot return until a minimum of 7 days have passed) • Concurrent use limitations. For Resort networks certain membership levels may have to book at a different resort before staying again in the same resort of their last stay. • For resort networks they may not allow a guest to book more than two future reservations at a resort to avoid a guest booking all of the peak holiday times in a single year before anyone else gets the chance to book any. • Restrict the amount of major holidays a member can book at any one time or over a year to avoid peak time issues. • Consecutive major holidays. Stop members from booking consecutive major holidays that would stop other members from having a chance of booking any. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 17
OWNER REVENUE SHARING Rental Management organizations wishing assign owners to units and add additional to provide short or long term rental services charges to the owners’ accounts when on behalf of the Owner to generate more necessary. revenue and share that revenue with the owner, RezExpert has robust, automated The owners’ module also allows for features to streamline this process. unlimited document and image uploads to the unit and owner. Upload insurance The owner revenue sharing module documents, lease agreements, HOA automatically calculates and transfers information, etc. owner generated revenue to the owners account. Setup the percentages required, 18 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
EXTENSIVE TRAINING MODULE Video Training is integrated into the RezExpert system. Over one hundred videos are hosted on YouTube and made available on every page within RezExpert. Also available is the RezExpert support website which features FAQs, PDFs and documents to help you to use RezExpert to its full potential. Customized help documents can also be produced and loaded into a standalone central system for organizations with many locations. Visit support.rezexpert.com to see more. WRITTEN HELP Detailed PDF help is just a click away from every active panel in the system by pressing the (?) on the right hand side. Pressing the question mark loads a .pdf help document specific to that panel’s functions. An extensive support website is also available from a link on the top menu bar inside RezExpert. FULLY FUNCTIONAL TEST ENVIRONMENT To compliment the extensive help system we provide a fully functional test environment where you can test new system features and train employees. This system is a duplicate of your production environment and is always available. Visit our training websites at: www.youtube.com/rezexpertsoftware www.support.rezexpert.com www.news.rezexpert.com www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 19
SYSTEM WIDE & PROPERTY LEVEL BRANDING SYSTEM WIDE & RESORT PROPERTY LEVEL BRANDING Enhance your branding across the central system. Brand the management interfaces with your network brand or for each individual property. RezExpert’s unique branding allows you to expand your corporate image to the interfaces which are linked to your own website or each property with its own unique branding. 20 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
DYNAMIC REPORTING RezExpert has a new, more robust approach to reporting, instead of the traditional report section that generates generic reports. Many panels within RezExpert can be filtered, drill downs can be initiated and at any point data can be exported in csv or reports printed directly. Because of this approach, many users state they rarely need to print a report to pinpoint an issue. Instead they use the panels to isolate an issue, drill down to the offending issue go straight to the folio or account from the panel and make the adjustment immediately saving hours of time. We also have the traditional none dynamic report area dedicated to printable reports. FINANCIAL REPORTING/ANALYTICS RezExpert has a powerful financial / analytics module. Compare year on year, monthly or any desired date range. Know if your business is growing or shrinking based on past and present performance. View any delinquent accounts instantly, drill down into historical information and cross reference with any notes or tasks detailed in the CRM module. The unique RezExpert dynamic reporting panels allow managers to drill down and export data to csv, for easy manipulation in other products. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 21
RENTAL MANAGEMENT The RezExpert Rental management module streamlines the management of rentals. We automate flexible billing for the day, week, month, quarter, half year, etc. You can set whatever date range needed for the automated billing module. The wildcard report writer enables users to craft system or unit specific license agreements to merge system fields for individual documentation per renter and per rental unit. Rental Managers have the option to upload unlimited documents and images to a unit or renter for retrieval at any time in the Centralized Document area. DATA MINING Data Mining plays a huge part of helping companies maximize revenue and pinpoint issues. Typically data mining systems cost tens of thousands of dollars and are only available to larger organizations. In order to make this available to all businesses on the system and not make it a drain on the production server, we have instantiated a duplicate server for data mining purposes only. This server has data that is synchronized once per day with the production database and is not intended for real-time analytics for the current time, but for the more process heavy comparison analytics of historical data more than a day old, typically months and years into the past. To make this module even more robust, we have implemented a dynamic graphical interface for those that need a graphical representation of the data, suitable for meetings and printing off to use in reports. These graphs and charts are presented in a dashboard that can be customized by managers and saved so they load each time a manager loads the interface. 22 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
CENTRALIZED DOCUMENT MANAGEMENT Centralized document management enables managers to upload unlimited documents and images to a unit or client for retrieval at any time. This includes images of clients or units and any legal documents associated to the unit or to the client. DYNAMIC PRICING RezExpert has a dynamic pricing module Christmas and 4th July. that typically increases revenue by 5 - 10%. The dynamic pricing module also caters for With the dynamic pricing module, managers multiple rates within a given week based on can define their bookable weekends, Fri - resort preferences for daily, weekly, monthly Mon, Sat - Sun, Fri - Sun and any combination and long term stays. in between. These defined weekends can also be changed for any date range making RezExpert also provides the traditional it very flexible. When these weekends are dynamic pricing based on occupancy and set, rates can be entered once, which filters daily rates. Rates adjust automatically based through the system for the associated time on the occupancy level at the time of booking. periods to apply the appropriate rates. The price adjustment thresholds can be set Longer weekends can be defined for those by operators in the rate plan manager area special holiday times such as Thanksgiving, of the software. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 23
AUTOMATED EMAILS Automated emails are a must for instant, to be sent based on date range. Great for personalized communication with an owner. reminding owners or residents of offers and In RezExpert, the automated emails can events or the latest updates. be setup down to the unit type and preset CREDIT CARD PROCESSING RexExpert facilitates PCI Compliant payments through its Credit Card module. With the introduction of PCI compliance in 2010, RezExpert has met the ongoing modifications and further requirements via credit card processors, ISOs and Gateways. We integrate with five of these partners presently with more slated to be added in the future. We have also implemented a credit card vault that enables clients to store credit cards securely and retrieve those cards to view the credit card number to process manually. 24 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
I.P. SECURITY To add another layer of security to the system we implemented IP security. This enables administrators to lock access to the system except from dedicated IP addresses. For example, operators can only access the program from the property management corporate or field office Static IP Address and not access RezExpert from their home or any other unauthorized remote location. ENHANCED MARKETING RezExpert’s Marketing modules include reservations and revenue. Reputation Management, Social Media Management, SMS Marketing, Website Set and Forget with automated Marketing Marketing and Mobile Marketing. emails. Setup Pre-stay and After-stay emails can be individually configured to the unit Knowing ‘where/how’ your guests are type and preset to send based on date finding you is an essential part of managing range. Guests can receive your emails with a business. RezExpert Marketing provides special offers, events, thank you and surveys you the tools to record ‘How did you hear to help you find out what they think, without about us?’ in order to gauge which marketing you having to compile lists or press Send. types are producing the highest number of www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 25
SECURITY ACCESS CONTROL SYSTEMS Integrating RezExpert with access control systems has been critical for some of our users. This allows control of electronic keys and access gate controls from within the RezExpert software. The keys or access PINs will automatically be valid based on a given time span. INVENTORY MANAGEMENT RezExpert allows you to setup and manage unlimited amounts of inventory from one simple, yet powerful interface. Manage varied types of inventory from campgrounds to cabins, charters, marinas, tours, RV sites and even tennis court time and spa appointments. Central Access Access and manage all aspects of your inventory from one central location. Set and maintain rental rates, billing times audit schedules, maintenance and much more. 26 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
MULTIPLE RESORTS - ONE DATABASE The RezExpert Reservation and Property Management system provides the tools for executives and managers to oversee all properties in the network from any location with an Internet connection. Rates system wide or Resort specific, the status of all inventory, the review of membership rules and all other features can be configured and maintained from the manager’s console. Dynamic graphs and charts can be created, producing elegant dashboards. Enhanced analytics for large data sets and in-depth comparison analysis can be created from the analytics panel. Centralizing all inventory normalizes processes and makes sure the end user has a seamless experience while operating the system whether it is over the phone or on the Internet. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 27
EVENT NOTIFICATIONS For resort management, Event notifications are important. In RezExpert, unlimited events and “major meetings” can be set and reminders triggered. When an Event or “major meeting” is set the days they are set for are highlighted at the top of the grid so that operators can see at a glance that an Event is scheduled for that day. ONLINE OWNER ACCESS Owners can login to a special owners account online. The areas that members can access are controlled from the business setup interfaces. When enabled, they can view historical information, their owners accounts (and make payments on to their account). They can also access any HOA, legal documentation or meeting minutes, etc. that have been uploaded for them by the business. DOCUMENT MANAGEMENT SYSTEM RezExpert has a powerful Document Management module. Resorts can upload documents and associate them to a Unit. Documents that can be uploaded include pdfs and images. An unlimited number of Insurance documents, deeds, images of resort, floor plans and any legal documents can all be uploaded. 28 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
HOUSEKEEPING MODULE RezExpert has an extensive Housekeeping member of staff based on the access level module. The Housekeeping module allows the employee is set at. you to set unlimited amounts of tasks per department or person. These tasks To complement the Tasks and Notes can be easily monitored and assigned by Manager, RezExpert has a dynamic Tasks managers. When the task is complete, and Notes reporting panel to list and audit employees can easily mark the task as all Tasks and Notes, down to the person by complete or assign the task to another date range and a number of other filters. MAINTENANCE MODULE RezExpert has an extensive Maintenance Module. The Maintenance Module allows you to set unlimited amounts of tasks per department or person. These tasks can be easily monitored and assigned by managers. When the task is complete employees can easily mark the task as complete from their PC, iPad or SmartPhone or assign the task to another member of staff based on the access level of the employee. To complement the Tasks and Notes Manager RezExpert has a dynamic Tasks and Notes reporting panel to list and audit all Tasks and Notes, down to the person by date range and a number of other filters. The Tasks and Notes module ensures efficient management and tracking of work orders and maintenance jobs with real-time reporting and billing to owners if required. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 29
TIMESHARE MANAGEMENT RezExpert Timeshare Management establishment. Owners can log on to a Module enables timeshare properties to web interface and see all of their historical not only administer the management of reservations, check account balances and the purchase of the timeshare week with pay any outstanding dues. Escrow Management, but also facilitate the regular reservation taking for a timeshare Many timeshare resorts rent out the units campground or RV resort. for the owners and share the revenue. RezExpert tracks and seamlessly manages Managing the sale and tracking of the all charges and payments to the various timeshare payments is easy with the accounts. RezExpert Escrow Module. All documents related to the sale of the week can be One of the main issues faced by property uploaded and stored against the purchaser. managers in timeshare resorts is equitable Each owner is associated to a unit and a rotation making sure owners get their unit specific week. rented equally within a given time period. RezExpert has an automated equitable Mortgage payments can be setup and tracked rotation panel to make it easier for any to the mortgage account each month and operator to choose the correct unit to rent interest charged. Another account can be based on whatever criteria they use at the setup to handle maintenance and other fees particular property. This is a very powerful related to the unit and week. If revenue is feature not seen in other rental or Timeshare shared to the owner when their unit week Management systems. is rented out, that can also be tracked automatically on checkout to the owners With all of the regular features of a full revenue share account. property management system, RezExpert is a true all in one solution for any Timeshare The robust Accounts layer in RezExpert campground/RV resort at an affordable manages all of the revenue tracking and price, no servers to buy and PCI ready. auditing necessary to run any timeshare 30 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
OWNER RENTAL & INVENTORY MANAGEMENT RezExpert Owner Management Module The robust accounts layer in RezExpert enables the HOA, Property Manager or the manages all of the revenue tracking and Rental Property Manager to have the ability auditing necessary to run any HOA, or to not only administer the management of Rental Property. Owners can log on to a the purchase of the unit but also facilitate web interface and see all of their historical the regular billing processes for rental and/ reservations, check account balances and or owner occupancy within a complex where pay any outstanding dues, if enabled. the units are separately owned. One of the main issues faced by property Managing the sale of the units and tracking managers when managing a short term the associated payments is made easy with rentals property is equitable rotation, making the RezExpert Escrow Module, where all sure that similar unit types have equitable documents related to the sale of the unit income within a given time period. RezExpert can be uploaded and stored against the unit has an automated equitable rotation panel and its associated purchaser. to make it easier for any operator to choose the correct unit based on whatever criteria RezExpert tracks and seamlessly manages they use at the particular property. This is all charges and payments to the various a very powerful feature not seen in other accounts. Mortgage payments can be Owner Rental Management systems. setup and tracked to the mortgage account each month and interest charged. Another With all of the regular features of a full account can be setup to handle maintenance property management system RezExpert and other fees related to the unit. is a true all-in-one, cloud based, PCI ready If revenue is shared to the owner when their solution for any HOA, or Rental Property unit is rented out, that can also be tracked management at an affordable price. automatically to the owners revenue share account. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 31
PREVENTATIVE MAINTENANCE SCHEDULING AND TRACKING Many resorts lack a cost effective customizable Resource Maintenance system. Scheduling and keeping track of maintenance of machinery, equipment and areas such as pools and playgrounds helps to preserve the life of equipment. More importantly a well- executed preventative maintenance plan can help in any litigation if accidents do occur due to faulty or sudden malfunction of the equipment or areas on your property. Being able to show a detailed real time historical record of maintenance tasks performed demonstrates due diligence and the fact that health and safety is a very important part of your business for both guests and employees. RezExpert allows businesses to setup customized electronic maintenance checklists, incorporates real-time task management and monitoring and even tracks task completion time down to the minute. 32 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
PREVENTATIVE MAINTENANCE SCHEDULING AND TRACKING CONT. The Maintenance module allows for: • Easy assignment of maintenance tasks to an employee or a department • Task management from a single user interface • Customized task maintenance per maintenance item • Mobile phone task usage, completion and note taking • Comprehensive maintenance reporting and analytics • Centralized maintenance management and reporting for resort groups of any size • Extensive maintenance history on all maintenance items, show trends and identifies troublesome equipment. • Thorough maintenance due diligence trail, down to the individual task and employee that performed the task. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 33
ESCROW MANAGEMENT RezExpert Escrow management system handle the payments for the purchase of tracks the completion of documents when that unit. The loan payments can be tracked a sale is closed. Setup unlimited document and interest automatically calculated based check lists and associate them to any sale. on the agreement signed. As the documents are completed they can be saved and associated with a particular Combined with all of the features of a owner/unit along with scanned copies of any powerful rental management system, other legal documents. RezExpert is the one stop, highly configurable solution for any management company. A mortgage account can also be setup to 34 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
WAITING LIST Increase your revenue with the Waiting List feature. When clients call to book but there is no availability for their chosen dates, put the client onto the wait list. If someone cancels easily find another guest wanting to stay during that time frame from the Wait List. CASH & ACCRUAL ACCOUNTING Traditionally accommodation providers operate on an accrual basis. However some like to operate on a cash based system with various rate structures including daily, weekly, monthly, etc. There is also a hybrid mixture of the two systems where cash-based businesses want to be able to take a deposit that is not realized as income until check in of the reservation. RezExpert caters for all of these scenarios and more… that are not outlined here. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 35
EMPLOYEE COMMISSIONS Every product and service within RezExpert can be commissionable. Incentivize employees by giving them a commission every time they sell a particular product or service. Increase sales by incentivizing employees. Easily select the product you want to share the revenue with and select an employee, enter the amount to be shared % or flat rate. RezExpert will do the rest. 36 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
BATCH PRINTING Save precious time by using the batch print function in RezExpert. Mass print check-in forms, custom Single Reservation reports, billing batches and lots more with RezExpert. RIGHT CLICK FUNCTIONALITY Quickly access shortcuts in RezExpert with the right click functionality. The right click feature is designed to allow for quicker, easier reservation management directly on the booking grid. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 37
RESERVATION RECALCULATIONS Many times reservations have to be recalculated. Whether the reservation is shortened, discounts applied or the price changes due to a number of other factors. RezExpert has a recalc reservation function that makes this often complicated procedure much easier and is dependent on the requirement for the recalculation. EMPLOYEE END OF SHIFT CUTOFFS Employee cut off (end of day or end of shift) is a very important part of any reservation system. RezExpert uses a simple yet powerful interface to manage this process. Employees should cut off every day and make sure their tallies balance. If they do not balance, RezExpert has a reconciliation feature which shows every payment taken by that employee broken out by payment type. Comprehensive detailed reports can be printed out regarding every cut off. This information is kept in history for retrieval at any time. A list of historical cutoffs can be displayed and reprinted to help with any future auditing discrepancies. 38 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
GL MAPPING Detailed reporting is a necessity in any system. RezExpert takes this a step further by utilizing GL#s. Up to two separate GL#s can be assigned to any product, service or payment type in the system. This allows for individual tracking or tracking of a group of products instantly. This then becomes easy posting into your current accounting package with matching GL#s. ALERTS RezExpert has the most advanced color coded grid in the world. The color coding on the grid helps identify specific information regarding that reservation. The color coding is driven by reservation payment status and Alerts in RezExpert. These Alerts are user defined, which means that resorts can set their own colors and what they represent on the grid, for example – red could mean no deposit taken, blue could mean fully paid, yellow could mean a group booking etc. So at a glance, anyone in the organization can see a snapshot of all reservations represented by color. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 39
RECIPROCAL BUSINESS One of the unique features of RezExpert is the Reciprocal Business feature. This allows two separate businesses to send each other guests. With limited security, an operator can switch to another/partner business to make a reservation directly onto their grid. To expand on this feature, a guest could be leaving a resort and a recommendation may be made to them based on their continuing journey. The resort operator could recommend a resort 40 miles away in the direction of the onward journey. The resort would get a commission for the referral. There must be signed agreements between the two resorts before this feature will be turned on. This is often used by resort networks that want to keep their client databases separate at each resort in the event that one of the resorts is sold in the future. AUTO OPTIMIZATION RezExpert has an Auto Optimization feature that allows resorts to squeeze the last possible amount of revenue out of their inventory. Instead of operators assigning units when making a reservation, allow RezExpert to optimize and assign the units. Resort managers have reported 7% revenue gains within a week of introducing this policy. In essence RezExpert pays for itself many times over if this feature is used. How much would a 7% revenue increase mean to your organization? 40 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
TRACK MARKETING RezExpert Marketing gives you to ability to ‘reach out’ to your markets in your way. Your guests can ‘opt-in’ to subscribe to your newsletters and marketing messages. RezExpert Marketing Track provides you with the tools to report on your marketing. Design your reports around your Marketing criteria and discover the marketing avenues that maximizes reservations and revenue. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 41
SECURITY SETUP Security is a serious issue and RezExpert uses some of the most advanced security technologies available. RezExpert is an Oracle based system which has multiple layers of security built in because of its enterprise nature. We have added to these levels to make RezExpert even more secure. Employees can be created and access levels and roles can be applied based on which group they are assigned to (accounts, front desk, administrator, etc.). These roles can then be further locked down. We then added IP security which means an employee can only log into the system from designated IP addresses, usually only the resorts IP address (a fixed IP address, at the resort or wherever the access is granted from, is needed) 42 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
EXTERNAL REPUTATION MANAGER (EXTERNAL AND INTERNAL GUEST REVIEWS) Enhance customer satisfaction and reduce complaints with the RezExpert Review Module. Allow guests to review any area of your business from a mobile device while staying at your property, Receive customer low ratings instantly as they are made. Deal with any low ratings while the client is still on property. Turn a bad experience into a good experience and turn a potential 1 star review into a 5 star review. The Review Management Module also keeps track of what guests are saying about you on over 15 external review sites such as Tripadvisor, Yelp and Google - to name the most common ones. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 43
POLICIES RezExpert has an extensive polices setup interface allowing resorts to configure a multitude of policy types: Cancellation - Set cancellation policies, when a cancellation policy applies (date range), the amount (fixed price or percentage), define the unit types it applies to and even if it only applies to a reservation of a certain length. Security Deposit – Set security deposit policies, when a security deposit policy applies (date range), the amount (fixed price or percentage), define the unit types it applies to and even if it only applies to a reservation of a certain length. Deposit Policy – Set Deposit policies, when a deposit policy applies (date range), the amount (fixed price or percentage), define the unit types it applies to, if it only applies to a reservation of a certain length and even when that deposit policy should convert to revenue. Minimum and Maximum Stay Rules – Configure, by date range how long guests can book to stay at your resort. For example for the 4th of July weekend there must be a minimum of a four day reservation to avoid people just booking one or two days in that very busy period. You can also state which days check-ins are allowed. It can be assigned to all or some of the units at your resort 44 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
POLICIES CONT. Prescribed Length of Stay - This rule states that you can only stay this X amount of days between this date range and can be assigned to all or some of the units at your resort. Min / Max Days in Advance – This rule states that reservations may be made either a minimum amount of days in advance of a stay or a maximum amount of days in advance of a stay. Discounts – setup unlimited amounts of discounts – set the name, percentage or flat rate, whether it is a per day discount or one-off discount and the maximum amount of discount allowed, if applicable. Reservation Fees – Reservation fees can also be configured in RezExpert. Apply an automated fee to a reservation based on a set of criteria. When a reservation fee applies (date range), the amount (fixed price or percentage), define the unit types it applies to and even if it only applies to a reservation of a certain length, every day or one-off fee. www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 45
REPUTATION MANAGEMENT & MARKETING Today managing your business’s reputation is crucial. RezExpert makes it easy to obtain and maintain a Five Star reputation while marketing the great reviews to your potential clients at the same time Automatically keep track of your client reviews internally, as they happen. There is no need to wait until you see a bad review or comment on a social media site. Allow your guest to review a cabin, site or any area of your resort right from their phone while they are having that experience. Get instantly alerted when a bad review has been posted so you can deal with it immediately and turn it into a great customer service event, turning one stars into five stars. Track every review and focus on improving those bad areas and highlight the good ones. Every business needs a review management system to prevent non- positive reviews reaching social media websites, damaging your reputation and hurting your revenue. It is important to manage ‘on property’ reviews before any non- positive reviews go public. It is also important to manage your ‘off property’ reviews that can seriously damage your reputation. There are dozens of social and review websites where people can leave reviews whether accurate or not regarding their experience. To manage all of these is a major task for a full time employee. RezExpert can seamlessly track and manage these external review sites along with your internal reviews. We will setup and actively manage more than 20 of these sites for your property and instantly let you know if there is a bad review about you posted on these sites. We will even reply to the person that left the bad review saying we will investigate, giving you time to post a suitable reply, all for a fraction of the cost of an employee’s wage. 46 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
REPUTATION MANAGEMENT & MARKETING CONT. Along with managing your reviews we provide a training area for your employees to understand the importance of providing a good service and what that can do for your business reputation online. A five star reputation drives more business as more travelers go online to read reviews about your property before they make that final decision and book their trip. We forgot to mention, RezExpert also has an awesome automated marketing feature to make sure your guests see all those great reviews and, as noted above, alerts you when a bad review is left on a third party website. You also receive monthly reports and updates. We even supply you with a special portal where you can see in real- time the reviews, responses and reports of your online reputation. For resort networks it means that all properties within that network can have one central location to manage internal and external reviews, run reports and view the entire networks activity regarding your resort network’s reputation . www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 47
ENHANCED ONLINE BOOKING INTERFACES RezExpert users have six online interfaces to choose from and five mobile friendly interfaces to add to the growing choices for RezExpert clients. However we must be mindful of those more complex businesses that require more feature rich interfaces due to the complexities of their business (length sensitive, track multiple vehicles, special membership features, etc.). We have taken all of these factors into account and that is why we have made multiple versions available. Terms and Conditions Terms and Conditions + + Check Availability Check Availability - - Arrival Departure Search Arrival Departure Search Reservation Information Reservation Information - - Unit Type / # Unit Type / # Arrival Date Arrival Date Departure Date Departure Date Map View Length of Stay Length of Stay Max Vehicle Length Max Vehicle Length Occupants Occupants Adults Children Adults Children Submit Mobile View Submit With several million dollars per month be ignored for “everything mobile”. However, generated for our client base through the mobile use for making bookings is growing online interfaces, we analyze the data year on year and must also be considered. thoroughly to see what works and what Of the 40% that do book on a mobile device, does not. We do not rely on hype or the about half of them use iPhone and half use latest buzz trends, just cold hard facts. Android enabled devices. With this in mind Between 35 - 40% of online reservations are and the fact that we have a varied user base, performed on a mobile device and this trend each online interface has been optimized for is rising. This means that 60% are not, which the specific complexities of each business. in itself is a significant number and must not It is not a one fit suits all approach. 48 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)
ENHANCED ONLINE BOOKING INTERFACES CONT. Terms & Conditions The Crest Hotel – 2Bdr Cabin Check Availability Terms & Conditions + Mackinaw Mill Creek Camping & La Step 1. Select date and # of nights 07-Mar-2017 nights 9730 US Hwy 23 Mackinaw City Michigan Step 2. Select quantity to book for each unit type Select Date: for 1 49701 Bus.# 300116 Step 3. Select # of Occupants then click “Book” Check Availability - 2 Bdr Cabin March 2017 April 2017 2 Bdr Cabin SITE Description : This Upper West Side hotel is within 1 block of Central Park's lush greenery and the Lincoln Center for the Performing Arts; Columbus Circle is 4 blocks south. Features Occupants Free Wifi Shopping Mall Children 1 Adult 1 Infants 1 Pets 1 Swimming Pool Restaurant Gym Spa Arrival Departure Get 07-Mar-2017 08-Mar-2017 Quote Arrival # Nights 1 Check Availability Booking Details August 2017 Availability Description : This Upper West Side hotel is within 1 block of Central Park's lush greenery and the Lincoln Center for the Performing Arts; Columbus Circle is 4 blocks south. Occupants Adult 2 Infant 1 Children 0 Pets 0 Reservation Information - 2Br Cabin Description : This Upper West Side hotel is within 1 block of Central Park's lush greenery and the Lincoln Center for the Performing Arts; Columbus Circle is 4 blocks south. Adult 1 Infants 1 From $89.00 Arrival # Nights 1 Check Availability Dbl Standard Rm Description : This Upper West Side hotel is within 1 block of Central Park's lush greenery and the Lincoln Center for the Performing Arts; Columbus Circle is 4 blocks south. Adult 1 Infants 1 From $55.00 Arrival # Nights 1 Check Availability Dbl Ocean View Rm Description : This Upper West Side hotel is within 1 block of Central Park's lush greenery and the Lincoln Center for the Performing Arts; Columbus Circle is 4 blocks south. Adult 1 Infants 1 From $75.00 Arrival # Nights 1 Check Availability www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus) || 49
ONLINE RESERVATIONS The RezExpert Online Reservation module has many advanced features not seen in other products. Apart from the many online interfaces to choose from depending on your specific needs, RezExpert Online module boasts these features: • Minimum length of stay rules • Wholesaler and Travel Agent online account login and reservation • Maximum length of stay rules management • Special rates based on date ranges • Minimum / maximum booking buffer down to the time the online • Flexible event rates reservation taking is available from your website. • Online Event alerts • Marketing opt-in • Sell additional products online during the reservation • Automated marketing emails • Membership management rules • Automated customized confirmation engine emails • Online owner login and account • Integrated PCI Compliant credit card management transactions • Online PromoCode tracking 50 || www.rezexpert.com +1 (800) 811 - 5988 (Int) +61 7 4925 - 4400 (Aus)