RCC General Helpful Notes

RCC General Helpful Notes

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byDianne Lorento
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RCC HELPFUL NOTES

Credit Card:

  • Credit cards will no longer appear on the guest folio screen
  • Select credit card trx from the options menu to view transactions
  • Password, register, and station number display box will appear before accessing credit card processing
  • Station number will be  similar to OR1, OR2 (Orlando property), LB1, LB2 (LBV property) or appropriate resort designation. All credit card machines have a label on them. 
  • Use your station number for your credit card machines(different for each property) and all machines are labeled.
  • Enter F7 when needing to access credit card processing info: several choices available
  • The RCC system syncs with the credit card swipe and can identify when it is time to collect payment and authorization for the credit card
  • The credit card swipe device only allows a credit card function, and does not work for debit card pin function. Mention to the guest to only select Credit even if a debit card
  • Guest will see “swipe card now” display on the credit card swipe machine
  • There is a 90 second window before the screen will time out for the guest to process with their credit card
  • There may be a slight processing delay until a confirmation message is received. Approved or Decline
  • The credit card machine does not have a chip method (new credit card system) cards can only be swiped today
  • If credit card machine is not working you can change station while remaining on current computer. Press F7 and scroll to change station, or press “C”
  • If a payment needs to be voided out press F7 to find the correct key stroke to void. Void can only occur in the same day or if authorization, any time
  • Approved transitions will display a window “transaction approved”
  • Payments that don’t go through will display reason for unsuccessful processing- read display window for issue. You can also enter F1 for a list of declined codes
  • A successfully approved transition will display in blue
  • An unsuccessful transaction will display in red
  • To void out an approved credit card press F7 and scroll to void, or press “V”
  • Voided transactions can only be done for current day transactions. Anything more would require a credit card refund form
  • A security code is required for all credit card transitions that are manually inputted
  • The folio address does not have to match the guest credit card since the credit card machine reads the card user information in part of the credit card processing
  • To view a detail of charges press F7 and scroll down to show details
  • A receipt of payment transactions can be printed out by pressing F7 and scroll down to print receipt. (Don’t press “P” that collects payment)
  • Credit Card processing is available in the checkout screen by going into  4 for  reservation information, or pressing 1 for check out, and y for “yes” to pull up the credit card to then press F7

Pre-Check in:

  • Pre-checked in guest will be notified via email, text, or both when the room is ready
    • Make sure to verify that the phone # is correct in the RCC system and the notify method is text or email.  See article titled PHONE NUMBER FORMAT FOR ROOM READY MESSAGES for format information.
  • Sent email will be received from sender  donotreply@legacyvacationclub.com
  • Sent text will be received from sender +1 407-708-9920
  • Guest cannot reply back to received text/email
  • When a reservation is being checked in and the room is not currently V/C , RCC will display a status window with the unit status and  “PRE CHECK- IN” press “Y” for yes to proceed with preregistration
  • Pre check-in’s are to be completed by entirely checking in the guest, as if proceeding an actual check-in
  • Wholesaler reservations will be completed as normal & creating secondary folio as well
  • Pre- Check in folio’s will have normal functions as a standard in-house folio
  • Ensure payment is collected  along with signed registration form- this process has not changed
  • Once the pre check -in is filed, RCC will display “Guest contact information” this will be the contact method in order to inform the guest once the room is ready. Agent will collect a phone number and/or email address.  Verify that the phone # is formatted correctly. U.S. phone #’s will have a +1 in front of the phone #. Foreign phone #’s will need the +1 and the country code before the phone #.
  • To get the guest county code on field 4 in the guest contact information screen press “?”and then input the country; The country code will then be displayed. Attach or link the country code spreadsheet
  • Guest cell phone number is to be inputted by entering the plus sign along with the country code. Example: +14079975000. This is required for all phone numbers not just international numbers
  • A guest can choose which is the best contact method, or not to be notified. The system is auto set to notify both- email and cell phone number if both are present. To change contact method enter field number 3, and select best method
  • When needing to change the guest pre check-in contact method, select modify, pull up the guest information. Press enter and F7 to display the options then enter #15 to open the guest contact info screen.
  • Data rates may apply when guest receives a text message
  • At the end of completing the pre-check in the RCC will display “ Reservation(guest reservation #) checked in folio  (guest folio #) collect keys later”
  • A room move can also be assigned as a pre-check in when a room is not currently V/C to move too
  • Keys are not to be issued to the guests until the unit has been confirmed V/C
  • To view a list of pre-checked in guests go to the check in screen tab and enter choice 11 or select off the menu. RCC will display the pre-check in guest screen displaying specific information
  • When the guest arrives at the front desk to pick up keys, make sure to process this from the pre-check in list by selecting the guest, hitting return and opening the options to select collected key
  • When a reservation is checked into a lock off room, RCC will auto generate a ticket to security to unlock the connecting door, and will also display in the helpdesk.  Therefore, no need to send the ticket to PBX.

Housekeeping

  • To view the housekeeping screen go to the housekeeping tab and the first selection will be the housekeeping screen
  • The housekeeping screen will display all units based on property view. Enter the desired property number and continued enters to view a list of the unit status for the selected property
  • The number, housekeeping status, front desk occupancy, and the check-out date will be displayed along with the room
  • Units displayed in red indicates the guest is waiting for unit aka pre check-in
  • Units displayed in pink indicates there is a task associated with the unit
  • When a pre checked-in unit is marked V/C the red highlight will disappear from the room number and the unit will change to I/D (in-house dirty)
  • The unit status can be change from the housekeeping screen by selecting  “C” for change and then inputting the changes
  • Once a pre-checked in room is changed to status V/C the guest will automatically receive a text/email notification “Your room is now available. Please collect your keys at the Front Desk at your earliest convenience. Enjoy your stay!”
  • Room status can now also be viewed by going into the check in screen and selecting choice #7 View ready units, and then selecting the property in the tab display
  • The set up for room status to change units V/C V/D has a different format with the same functions
  • Use the page up and page down keyboard keys when needing to view the next screen on the housekeeping screen, and pre check-in list since the arrow keys will not work
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