RED ROOF INN MEMORANDUM

TO: Inn Management DATE: 12/02/14

FROM: Loyalty Marketing, Brenda Eddy DUE DATE: 12/02/14

SUBJECT: PAPERLESS FREE NIGHT CERTIFICATES

The final phase of development making our RediCard Loyalty Certificates totally paperless will be deployed December 2. With this upgrade:

• Our loyal RediCard members will now be able to view the status of their Loyalty Certificates on their account online.

• Members will be able to book their Loyalty Certificate reservations directly online or directly with a property. Of course, they may continue to book through the contact center as well, but it is no longer required.

• The member will not be required to have a printed copy of the certificate at check in. The certificate information will be included in the reservation information.

o As of January 31, 2015, we will no longer mail loyalty certificates. o Members who do not have access to their account online may continue to

contact the RediCard Member Services to inquire about certificate status or may inquire at the front desk upon check in.

• The member may inquire about available Loyalty Certificates upon check in and use any available for that reservation.

o Best practice is to offer to check for any available certificates for the guest.

See following pages for procedures to check in RediCard members with Paperless Loyalty Certificates

To Check-In Reservation Made With Free Night Cert 1. Access reservation from Today’s arrivals list.

• There are a few areas to take note of as they have changed: 1. Rate – this field no longer displays the rate as it is located in the Rate Information

pane. 2. Rate Information pane:

a. The rate for the Loyalty Certificate will now display zero – as this a behind the scenes posting that the guest is not financially responsible for.

b. If additional nights are booked, the rates will be displayed in this pane.

2. Assign room (if not already assigned). 3. Change the GTD to the payment method guest provides at time of check in.

4. Click F4 to change the status to In-House.

5. Click F12 to save the check in.

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Note – the folio will display the Loyalty Certificate posting:

Multi Night Certificates: For guests staying more than one night, the LC will post at check in on the first night and then will post automatically each additional night during the audit process.

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Check-In Free Night Guest – Did Not Indicate Free Night at Time of Booking 1. Access the reservation, the Member Information window will display as usual. Click close to

acknowledge and the reservation screen will appear:

• Note the Rate Plan is set to BAR and the actual rate is currently $62.99, as shown in the Rate Information pane.

2. In the GTD/Payment Information area – click the certificate icon:

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3. The Loyalty Certificates window will display the member’s certificates:

a. In the field “Select the # of Certificates to Use:”, click the drop down arrow to select the number.

i. The system will not allow for selecting more certificates than what is available.

ii. The system will not select a certificate that is showing a status of Used. 4. Once you select the number of certificates, the screen will update:

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5. Click OK to accept.

b. The reservation screen will update to reflect RC as the rate plan (as seen in the Rate Information pane)

6. Continue check-in process as normal.

Walk In Reservation Using Free Night Certificate 1. Click F6 to start the reservation/check in process. 2. The Account Wizard screen will display with a new field called RC#:

3. In the RC# field, either key the guest RediCard number or if the number is not available, click the magnifying glass to locate member.

a. If the guest provides the number, the following screen will appear:

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If this is the correct guest, double click on the name. The Loyalty Certificates window will display:

Select the number of certificates the guest is wanting to use for the stay and click OK.

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Fill in the market field and click Finish. The reservation screen will display:

Complete check in.

b. If the guest does not know the number, click the magnifying glass and the following screen will display:

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Key in guest first name and last name and click Search. The system will return a list of like names:

Double click on the correct guest name

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Select the number of certificates the guest is wanting to use for the stay and click OK. Fill in the market field and click Finish. The reservation screen will display:

Complete check in.

No Shows Guaranteed By Free Night Certificates

• Should a free night certificate reservation No Show: o Redeem the certificate; do not charge the credit card o The property will be paid for the certificate; no longer risking charge backs from

credit cards. o The certificate will change to “used” status and will not be available for future

use.

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