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08 Fall
Connecting with the Nor1 eStandby® System
eStandby Product User Guide
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Nor1 eStandby® Upgrade
Nor1 has developed eStandby Upgrade to help hotels maximize total revenue and increase
overall guest satisfaction.
This tool interfaces via several exposure channels and will create a seamless guest experience,
allowing guests to shop from a menu of upgrade options available for the dates of their stays.
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Nor1 Extranet – the Upsell Action Center (UAC) The Upsell Action Center provides a complete picture of inventory, revenue impact, and also allows for quick awarding practices. To guarantee best results with the eStandby Upgrade solution:
Log into the UAC and review the queue of requests via
https://portal.nor1upgrades.com/ daily
Proactively review all requests for the next arrival days, awarding where possible.
Manage eStandby requests in advance to allow for proper rooms control/blocking and in order to maximize potential revenue.
Early awarding is key!
Look ahead for big revenue upgrades, and proactively search UAC for the best available opportunities. On average properties that awarded at least 24h prior to check-in achieved a $10 increase in average awarded price/night.
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How to award (realize) an upgrade in the Upsell Manager 1. Click on the <Upgrade> button
2. It is possible to combine add-ons with room upgrades where requested
Click on the <add> button to also award the requested add-on
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3. The status will be updated from “Pending” to “Realized”
Property PMS Procedures
1. Match the request in UAC to the appropriate active reservation in PMS.
2. Assign the proper room block based on the request honored in PMS.
3. Update fixed charge field in PMS to reflect the additional charges on each
reservation awarded – ensure you are using the eStandby Upgrades
transaction code
4. Attach the appropriate comments on the reservation in PMS to reflect the updates
based on the guest’s requests. The check-in agent can then inform the guest that his/her
request has been awarded and the appropriate charges will be applied.
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How to deny / cancel a request in the Upsell Manager 1. Click on the line of the guest request to select the record – if denying multiple requests click
on all of the requests to select them
2. Notice the Action button has become active and is now blue – click on this and select –
<Deny> Upgrade, or if it is a <Cancellation> or <No Show> then select the appropriate
option
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3. Status is updated to Denied
4. When denying a request click on the name of the guest – add a comment to explain the
“Denied” status.
Comments input here are not visible to the guest but may be used internally to monitor the
suitability of eStandby offers being shown.
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Expired Revenue
Ensure all requests are awarded or declined for the appropriate reasons.
Failure to take action will result in “Expired Revenue”. Expired Revenue results in a lost
revenue opportunity and could lead to a negative guest experience.
The expectation is to have €0 in Expired Revenue.
How to change the Status of Expired Bookings to Denied in Upsell Manager 1. Click on <Reinstate> button to re-activate the request - the status will change to Pending
2. It is now possible to award or deny the guest requests as shown above
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Reporting
To access reports click on the ‘Analysis Tab’.
Input the required date range and whether you would like to <View> them on screen or
<Download> them into Excel.
Activity Report: Gives full details of every request, including Rate Code Booked, Loyalty Level and date eStandby offers were made (exposure date).
Decisions Report: Gives summary details of requests that have been awarded only (not pending or denied) including User ID of awarder and any comments
Summary Report: Gives summary details of all requests including User ID of awarder and any comments
In addition, monthly production reports are sent by email for each property which included more detailed analysis.
Invoice Details
Invoice Details provides supporting details of all the awarded upgrades for a particular month
and are the basis of the monthly Nor1 commission invoice.
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Invoices are based on the month the guest stayed in so charges for one request for a guest staying multiple nights may be split over two months – this accounts for the different totals – ‘This billing month’ shows what will be invoiced now and ‘Total Stay’ is the total awarded revenue for the guests arriving during that month. This information is updated nightly
Best Practices 1. Award requests at least one day in advance, look ahead and identify any upcoming requests
with high potential revenue and award them if you can
2. Ensure there is someone who can action the requests on a daily basis – often there are
more, high value, requests on weekends and during holidays.
3. An email alert means there are pending requests about to expire – if you receive one –
action the requests!
4. Aim for zero expired revenue
5. When denying a request, input the reason in the comments
6. Award with a process in place – award highest room type first!
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7. Be Revenue Minded – don’t just award a guest because they are arriving first
8. Over upgrade guests – if you have a room type higher than the one requested why not
award the higher one instead? Or, upgrade one of the guests who already booked that
higher room type to make it available. Don’t leave the money on the table.
FAQs How do I get a login to access UAC?
Your manager should request this on your behalf either from your property’s Nor1 Account Manager or by emailing [email protected]
Will the guest receive any email or notification when I award or deny their request?
No notification is sent to the guest when their request is actioned – they only find out if their request has been awarded when they arrive at your hotel to check-in.
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What is the ‘cut-off point’ for when a guest can request an upgrade?
An eStandby request can be made up until mid-day on the guest’s day of arrival
How can I be sure that I don’t miss any eStandby requests?
If there are any pending eStandby requests for guests due to arrive you will receive email reminders. If a guest made a request that morning you will receive a mid-day pending reminder. You will only receive an email if there are pending requests – this is a call to action!
Where can I see the comments that were input when requests were denied?
This information can be found in the Summary Report or Decisions Report – under the Analysis tab.
For how long after the guest arrival day can I update the request status?
The status can be updated up until the end of the first day of the next month. For example, the status of a request for a guest arriving on 13th October can be modified up until 1st November. A month-end audit is recommended to ensure that all details are correct and any updates are made by the last day of the month to ensure that the reports and invoices are accurate.
Questions or Assistance Required In case of any questions or if you require any assistance with eStandby please contact your Nor1 Account Revenue Manager or [email protected]
© 2016 Nor1 Inc. All Rights Reserved
“Nor1”, “Powered by Nor1”, “Nor1 Upgrade Your Life”, “eStandby”, “eStandby Upgrade”,
“Nor1 Upgrade”, “PRiME”, “Front Desk Integration”, “eFDU” and “eReach” are
representative of some of the logos and trademarks registered by Nor1, Inc.
Copyright © 2004-2016 Nor1, Inc. All Rights Reserved
The Nor1 system and/or its use is covered by Patents 7,249,062, 8,170,925 ,
8,271,337, 8,285,599 and other patents pending.
