Nor1 eStandby Upgrade and Nor1 eXpress Upgrade

Introduction

This chapter discusses the activation of Nor1 eStandby Upgrade and Nor1 eXpress Upgrade such as: gathering pricing information, setting go-live dates, transitioning to an Account Revenue Manager, and the OPERA Xchange Interface (OXI).

Nor1 eStandby Upgrade Process

Once the Implementation Manager (IM) is assigned to the implementation at a property, the IM sends an introductory email to start gathering the necessary information.

The email includes a link for online data completion and implementation process detailed instructions. See the following email example:

From: (IM Name)

Sent: (Date/Time)

To: (Recipient Name)

Subject: The Revenue Hotel - Let's get your property LIVE on eStandby!

Importance: High

Dear (Property Name) team,

I am very happy to begin working with you to implement your property on Nor1 eStandby Upgrade. In order to see and complete the initial steps to take your property live on the solution, please complete the attached Basic Data Form.

Please reach out to me with any questions and complete the information by (Date).

I’m looking forward to hearing from you,

(IM signature)

IM Property Implementation Call

After the required information is completed, the Implementation Manager (IM) works to schedule a pricing/training call with the hotel to explain the eStandby Upgrade product and finalize the offer set and price points. The call should also cover UAC (Upsell Action Center/Nor1 portal) training.

As part of the call, the Implementation Manager secures a go-live date convenient to the customer.

The Implementation Manager can schedule the UAC training as part of a regularly scheduled brand call, individually, or covered with online training depending on the complexity of the property and the number of attendees.

For OPERA OXI properties, the Implementation Manager must schedule a live training session with the hotel since the operation of the program setup is slightly different.

Property Activation

Property activation must be discussed with the hotel as part of the Implementation call. Once all the implementation steps are completed and the property has approved going live with the program, the Nor1 implementation Manager sends the hotel a notification email to the implementation main contact.

Property Transition to ARM

After Nor1 eStandby Upgrade is implemented and the property actions its first upgrade, the property is transitioned to an Account Revenue Manager (ARM). The ARM is introduced to the appropriate property representatives by email followed by an introductory call.

Nor1 eXpress Upgrade Process

How It Works

To use Nor1 eXpress Upgrade with the OPERA Xchange Interface (OXI), OXI must already be configured with Nor1.

You must determine a time window for switching offers from Nor1 eStandby Upgrade to confirmed in Nor1 eXpress Upgrade.
For bookings arriving within the pre-determined number of hours, a Nor1 eXpress Upgrade offer email is sent to the guest. Guests will not receive both a Nor1 eStandby Upgrade and Nor1 eXpress Upgrade email.
Bookings made inside the cutoff time will receive confirmed Nor1 eXpress Upgrade offers.
The guest selects a room upgrade offer and confirms selection.
OPERA PMS is updated with a fixed charge and the new room.

What’s Needed from the Hotel

To successfully implement the solution, the Nor1 Implementation Manager needs to discuss and secure the following information from the hotel:

Pricing Structure: You must discuss the pricing structure and get the hotel’s approval of it. You must schedule a pricing call with the property’s main contact.
Email Offers: Offers are sent 48 or 72 hours prior the day of arrival. This will be discussed and approved by the hotel subject to each property and chain.
Transaction Code: A unique OPERA transaction code needs to be secured from the hotel. This is crucial for the process since automatic posting is done through the OXI interface.

Note:
Currently, add-ons and packages are not an option for Nor1 eXpress Upgrade; they are only for room types.

The following is an Implementation Manager Email communication example:

Dear (Name),

I’m very excited to assist with your Nor1 eXpress Upgrade implementation. Please see the following summary of necessary steps in order to go live with the solution, as well as some important notes to read at the end of this email.

Pricing Review: Attached you will find the pricing structure we currently have in place for eStandby as a reference, and then beside it starting in column G, you will find the pricing structure for Nor1 eXpress upgrades. The intention is to choose the pricing ranges you want to display (columns I and J), please feel free to modify if needed.

Pricing can remain the same as Nor1 eStandby Upgrade. They do not have to be different between products.

Room Categories and Codes: Please advise should we be missing any room codes that you have in the OPERA PMS. We will mirror your PMS system based on codes to make sure we provide you with maximum exposure. Again, we will only offer available rooms.

Set up Call: We need to have a call to review last details and make sure everything is in place before going live. Are you available later Monday – Friday next week? Please let me know what time works best in order to send you a calendar invite.

Important notes:

Add-ons and packages are not visible, only room types.
We recommend emails be sent in a period of 48 hours prior the day of arrival.
You need to create a unique transaction code for the upgrade.
Your blackout dates document has been received and we will reflect it accordingly.

I am looking forward to hearing from you,

Thank you for your partnership!