Keeping your data safe

On the 25th of May, The General Data Protection Regulation commonly known as the GDPR, came into play. This new legislation is designed to set for companies on standard for consumer rights on data. Companies will need to be able to show the systems they have put in place to protect consumer data and their privacy.

The legislature is quite broad when defining personal identification information which makes compliance a challenge. Companies will need the same level of protection for things like an individual’s IP address or cookie data as they do for name, address and emails.

How does ResRequest comply with the GDPR regulations?

We are reviewing our processes and putting checks in place to ensure that we are adhering to the new standards.

Our subscriber policy is not to data mine and we request consent to sign anyone up on our mailing list. Your email address and personal data you consent to provide us with is used only for contacting you with ResRequest business related information. ResRequest system users’ email addresses are added to our mailing lists during implementation and at the direction of the system administrator. We use these contact details to send you notifications from us on our system functionality. This information is important to ensure you get the most out of your ResRequest system to add value to your business. We hope you enjoy reading our newsletters and learning about the product you lease. 

If we have met with you or you have shown interest in using ResRequest, we may use your contact details to send you information about ResRequest that we feel will be beneficial to you.

We do not share your details with data collectors. Should you wish to no longer receive our communications, remember that you can unsubscribe at any time.

Our dedicated SAAS team constantly monitor our online platforms to ensure our security is always upgraded and detect breaches. Our server hosts are recognised service providers.

ResRequest does have third party platforms which are part of our business service, such as Guest Survey interfaces, Financial Accounts interfaces, connections to Online Travel Agents, Booking Engines, Point of sales systems, Telephone Systems, Payment Gateways and Business Analytics. These systems are dependent on accessing data from our customer’s system to process our customer’s operational needs and an NDA between you and the service provider is recommended.

To learn more, please read our updated our Privacy policy and Terms of use which can be found on our website.

How to open CSV files with Excel by default

ResRequest sends data as CSV files and these are best viewed in Excel so you probably want to set these files to open automatically in Excel. We’ll guide you through this simple set up to save you time!

 

CSV files are text documents where the data is separated by a delimiter, or a character used to specify the boundary between fields, such as comma. ResRequest will use a comma to define different fields of data in it’s system but this is difficult to read if you open it in a text editor and so displaying in columns such as Excel makes mapping this data easier to read.

 

Setting these files to open by default in Excel is simple – let’s get started.

 

How to set Excel as the default program on a PC

 

Click on Start in the Taskbar on your Windows desktop.

Choose Default Programs in the left menu.

Click ‘Associate a file type or protocol with a program’.

Scroll through the list of file types until you locate the CSV option, then click it once to highlight it in blue.

 

Click the ‘Change program’ button at the top of the window.

 

Click the Microsoft Excel option under ‘Recommended Programs’, then click the OK button.

 

From the list of ‘Recommended Programs’, choose Excel.

Any CSV file you click to open with now open in Excel automatically. If you don’t want to open it in Excel, right click on the file and choose ‘Open with’ to select a different program.

 

How to set Excel as the default program on Mac

Right click on the CSV file in your Downloads folder.

Choose ‘Get Info’

Under ‘Open With’ choose ‘Excel.

Click ‘Change all’ and confirm your decision.’

 

How to set Excel as the default program on Windows 10


Step One: (Windows Key + S) opens up windows search. Search for Control panel. Once it pops up in the search, select it.



Step Two: Select default programs.

Step Three: Select Associate a file type.



Step Four: Scroll down until you find CSV, once you have found the CSV file format on the left-hand side of your screen, you will need to make sure that Excel is selected. If not you, will need to select Excel from the list.

 

We hope that this will help you to easily open and read all your ResRequest attachment downloads, but please don’t hesitate to contact our Support Centre with any queries.

Get Insite – Leverage your data for smarter decision making with ResInsite

ResInsite is here to leverage your data for smarter and faster decision making – saving you time, optimising your revenues and launching you into the world of big data on a flexible and intelligent platform.

Your business quietly collects millions of rows of data – whilst you are expertly tucking your guests into bed for a good night’s sleep – ResInsite is churning those rows into deep insights and smart business decisions. The Results? More guests to tuck away and more time to focus on perfecting the art of a memorable stay.

Using QlikView, a charting tool, Pomerol Partners have worked with ResRequest to bring you ResInsite – a business intelligence application. ResInsite graphs your ResRequest data so you can make smart decisions based on your data trends. An in-the-cloud solution that offers guided insights into what has made your business a success and how to keep it trending upwards.

 

Traditional approaches to hospitality analytics are time consuming and often filled with best guess scenarios cobbled together on platforms like Excel. Now you can deploy award-winning software in your business that offers guided analytics, driving faster responses to the changing business environment without the need for costly development and the associated teething problems. Easy to deploy, tried, tested, effective and the perfect match for your ResRequest platform – ResInsite promises to mature your organisations’ approach to analytics and data with stunning results.

Getting started using ResInsite…
ResInsite has been lovingly developed over two years on the award-winning QlikView platform. It is an in memory, in the cloud, SaaS (software as a solution) deployment that requires no costly additional licencing or development.
ResInsite connects daily to your ResRequest data in an ultra-secure environment that protects your hidden data – but brings it visually to life.
Pre-developed with carefully thought out, tried and tested tabs mean that you are always just a few clicks away from a live report or a handful of new insights. Whether you need financials, bednight/room-night reports, occupancy reports, agent and consultant analysis, guest demographics, lead times, forecasts, what-if scenarios, extra’s analysis (and much, much more) – it is all just a few clicks on a dozen tabs away. We utilise a dual calendar so that you can compare results on any metric against both past and future performance. This helps you spot trends, identify revenue gaps and explore the opportunities to resolve them.
Multiple currencies across multiple countries? Multiple properties or just a single slice of heaven? No problem – ResInsite will give you visibility across your entire organisation, whatever your unique complexities are.
What are the benefits?
  1. ResInsite uses the most intelligent and flexible platform for turning data into knowledge.
  2. It connects daily to ResRequest for live insights and fast responses to an ever-changing environment.
  3. Visually powerful, ResInsite allows you to ‘see’ your data.
  4. Fast and accurate reports are just a few clicks away – gone are the days of flat and time-consuming reports.
  5. ResInsite dynamically reviews all the key metrics of the hospitality framework.
  6. ResInsite is responsive to you the client, whether you need more-or-less from the platform we understand the data and can help you get the most out of your ‘Res-Insights’.
  7. Easy to use. Designed to ensure that no professional skills are required to leverage your data – just a willingness to dive into the results.
  8. Aggressively priced to ensure that ResInsite’s world-class analytics don’t break the bank but help you optimise your revenues.
  9. Ultra-Secure. ResInsite has been designed to keep your data in a highly secure environment.
  10. Fully supported by ResRequest and Pomerol Partners – help is just a click away.

How does it work?
ResRequest makes a copy of your live database available to ResInsite before your guests (and the teams that look after them) wake up. ResInsite whirs into action and transforms millions of rows of data into files that the application can import into an in-memory solution that makes ResInsite super-fast and dynamically responsive. The application is refreshed daily with live data.
You access your app with your unique credentials through a ResInsite portal – whatever your location.
ResInsite works on a per user licence agreement. Choose who gets to the see the app and even what they get to see.
Steps to deploying ResInsite
First Step:
You will need to sign up with Pomerol Partners by signing a comprehensive Non-Disclosure Agreement (that protects you and your data) and a Master Services Agreement that covers the nuts and bolts of access, billing and availability.
Understanding your needs:
We meet with you to get a better understanding of your business intelligence needs, your specific pain points and the business logic that you employ. This allows us to deploy ResInsite in a manner that makes perfect sense to your organisation.

Data validation:
We customise a few simple settings that allows us to tailor ResInsite to your unique reporting methodologies. We will work closely with you to verify that the data is accurate and the figures and results that you are both used to and expect are reflected.

Going live:
We automate the process of gathering and aggregating your data from ResRequest. We show you how to navigate ResInsite, it’s tips and tricks and how to get the most of its’ suite of analytics. We monitor your usage and ensure that it’s deployed in an effective manner for your needs.

Support:
Pomerol Partners work in conjunction with ResRequest to ensure that issues are seamlessly resolved, and your questions effectively answered.

Customisation:
We listen to your needs and where appropriate will ensure that your ResInsite grows as fast as you do.

Billing:
Billing is processed monthly in advance. The cost of ResInsite is $155 per user per month. Further customisations and integrations into 3rd party applications (finance, accounting, HR, tour operator, etc) are possible, subject to standard consulting fees and are separate from user license fees.

Please contact resinsite@pomerolpartners.com with any questions or to sign up for this product and service.

 

Stop it spamming

Written by Richard Howes

Email remains a vital part of running our businesses with worldwide email volumes now fairly steady at around 495 billion emails per day!

 

A more problematic statistic is that 422 billion of those emails are SPAM, leaving just 73 billion legitimate emails. In other words, over 85% of email is SPAM. With the average office worker receiving 121 email per day, managing SPAM is crucial to email efficiency but also to reduce the risk of becoming a victim of phishing and other criminal activity.

 

Filtering SPAM has become very sophisticated as a result, but not perfect. That is because the way SPAM is differentiated from legitimate email is by ‘scoring’ email based on several criteria. This includes language used, mention of financial information, whether there are attachments, and other characteristics.

 

ResRequest and the travel industry by nature produce a lot of emails with attachments and financial information that need to be sent to the public as well as agents. This means that we can run foul of SPAM detection algorithms which flag legitimate emails from a ResRequest client system as SPAM.

 

Here are some things which make deliverability more difficult:

 

  1. Reservation numbers in the subject line.
  2. Capitals being used to catch attention.
  3. Attachments being sent in the emails.
  4. Sending emails on behalf of our clients’ domains rather than our own.

 

SPAM senders spend an inordinate amount of time working to defeat SPAM detection. If SPAM detection was completely effective SPAM’ers would not be sending out 422 billion emails per day. Any attempt to completely eliminate SPAM will inevitably also catch some legitimate email.

 

There are strategies to mitigate the risk of legitimate ResRequest emails being flagged as SPAM, however, none are perfect or foolproof. One strategy we have employed is to get our clients to implement SPF and DKIM records for their domains. SPF and DKIM records flag email servers as legitimate servers that do not send out SPAM. Unfortunately, these strategies are not yet universally employed but are being increasingly used to mitigate against SPAM.

 

Another solution is whitelisting. This, as the name would suggest, is the opposite of blacklisting. This is where the recipient of emails from a known domain lists that domain as ‘safe’ by whitelisting it. All email from that domain bypasses any SPAM filtering and is flagged as legitimate by default.

 

Currently, we use ElasticEmail as our cloud hosted email relay with an IP of 216.169.98.151. Any recipient whitelisting this address will always receive ResRequest email. When encountering agents or other recipients that are experiencing deliverability problems, please request that they whitelist the IP address above.

 

The challenge is that these mitigation steps are required to be undertaken by the email recipients. ResRequest actively encourages the use of whitelisting and SPF/DKIM records and is ready and able to assist with implementing these strategies.  

 

Another potential challenge is that because ResRequest sends out email on behalf of our clients, some email applications reply to the sending server address instead of the client email address. This is also as a consequence of risk mitigation by these applications where they are ensuring recipients are aware the email is sent from a third party, in this case, ResRequest, and not from the addressee in the “From:” field.

 

If you are experiencing this problem then please email support@resrequest.com and request assistance on SPF and DKIM records. Our technical team have setup a process to assist your IT company (the company who manages your domain) with setting up SPF/DKIM records and whitelisting ResRequest domains.

 

SPAM can cause massive frustrations as it is often unclear where the problem resides. We hope that this information will assist in making email management simpler and more reliable, and reduce (via SPF/DKIM) or eliminate (via whitelisting) the frequency of legitimate emails being flagged as SPAM.

 

Reference: https://www.talosintelligence.com/reputation_center/email_rep

 

 

 

Learn online with a simple click

Knowing your ResRequest system well is key to effectively running your business and departments. We want to give you great tools and the opportunity to upskill yourself on ResRequest. Use our new ResRequest support website to learn about the system in your own time or refer to it whenever you have a question. We’re adding to this site all the time so there are lots of tutorials you’ll find useful even if you are an advanced user.

 

How to make a booking?

Learn the reservation basics in the Central Reservations module which has been designed specifically for the reservationist. Get to know how to navigate around the system, make bookings, manage booking communications and accounts. Use the Property Management module to learn how to manage your front-of-house operations while working with a Property server.

 

 

 

How to offer online bookings?

Learn how to show your ResRequest availability online with our Channel Management module. Take a look at how you can receive bookings from your website, distribute your stock to your favourite agents and even sell on established OTAs.

 

 

 

 

 

How to use ResRequest add-ons?

Learn more about ResRequest’s free add-on products like ResConnect and ResNova. Get to know what agent connections are available to you through ResConnect and how to connect to them. Learn how to use and set up ResNova’s website booking widget so you can show availability on your website.

 

 

 

 

How to set user access?

If you’re the system administrator then the System setup functions can show you how to create new code tables, such as Extras and Rate types, or set user access for a new user. The module includes basic tutorials like creating report profiles for different user groups, as well as more complex guides such as setting defaults to implement system wide changes.

 

 

 

Keep the taxman happy!

Every country has its own statutory regulations on the display of statutory information on financial documents and sometimes it even differs regionally. The variation can be both in the number of statutory fields required and in their naming.

The statutory details also have to be presented for both the invoicing unit issuing the document and for the customer to whom the document is addressed.

We have added 3 statutory fields at both invoicing unit level and contact level, with customisable labels.

Add new statutory fields

Record the invoicing unit statutory field numbers and labels on the Business structure editing screen and record the contact statutory field number on the Contact screen for customers. Edit the statutory names on the Financial tab of the Defaults screen.

These will then reflect on your Reservations and Financial documents, your Business structure reports and your Extras Quick Entry transaction confirmation screen.

Document with statutory fields

For a better understanding of how to edit and use these fields, watch our quick video tutorial on New Statutory fields in ResRequest.

Double trouble

ResRequest duplicate contacts

Duplicate contacts may seem like a small issue but they can mean double trouble for your business processes. Contacts are used to identify your Agents, Guests, Suppliers and Tour Operators and these are linked to your reservations in the relevant areas. This is important for your reports and CRM management. If you have duplicate contacts, there will be inconsistencies in your reports and it just gets a bit messy. Fortunately, ResRequest has solved this dilemma with our new ‘Replace contacts’ functionality.

 

You don’t want to delete a duplicate contact that has been used on a reservation, but instead you can merge duplicate contacts and their details. This means all the relevant links (for reservations and financial folios) of the replaced contact will transfer to the remaining contact.

 

How does this work? Simply find the contact that you would like to replace in the Contact module, then select the replace contact icon (top right) to find the contact you would like to replace it with, and all the links from the initial contact will be transferred to this contact.

Replace contact enhancements

Not only will you transfer booking links, but any additional information (like that listed below) will move from the from contact (replaced) to the to contact (remaining).

  • CRM Events
    The events of the from contact will merge with the events of the to contact. Duplicates can be deleted manually.

  • Agent rate types
    Any rates unique to Agent contacts will be moved from the from contact to the to contact but the default rate will remain to that of the to contact.

  • Phone numbers
    Non-duplicate numbers will be copied across but the default will be set to that of the to contact.

  • Linked contacts
    Any unique linked contacts will be copied across to the to contact.

 

Some important things to note are that both the from (removed contact) and to (remaining contact) must be of the same type (organisation / individual) and same set of roles (agent / guest / user). Property contacts may not be replaced — these are saved for each property on the business structure.

 

We hope you enjoy these new enhancements and this encourages you to clean out your contact lists and remove any duplicate contacts.

ResNova’s facelift

ResNova, our website booking plugin, has had a facelift. That’s right – we’ve released some enhancements so you have even more display options when it comes to this nifty availability and booking tool.

The ResNova plugin enables properties that use ResRequest to embed availability and rates anywhere on their website. This availability and these rates can be shown either in a calendar matrix or a quick search format, or even both! You have the option of just showing availability, or enabling bookings, and even linking up to a payment gateway to enable payments during the booking process. All of this is seamlessly integrated to a ResRequest reservation system.

The latest enhancements to the website plugin include: showing rates on the calendar, setting a ‘No children’ option and showing an availability count.

Some properties that don’t offer a child rate need their customers to know this. They may be able to accommodate children in some rooms, but not all, so they can apply the ‘No children’ setting to each property and room individually.

Along with other customisable functionality in the calendar widget you can choose to show your actual availability or limit your availability, e.g. to 2, so users can see some space is available without displaying your exact availability.

We are continually developing and adding new features to this much-needed industry tool.  For more information on the ResNova website plugin or to find out about using ResRequest contact us on info@resrequest.com and you may be able to take advantage of this plugin.

 

What’s your Trojan Horse?

ResRequest Digitlab

Have you ever thought about how certain adverts appear in your social media feed or why Youtube has so many video adverts? These are all signs of the current digital marketing trends.

Members of our marketing team attended a workshop hosted by Digitlab. With a focus on digital storytelling and digital marketing, the event kicked off with a session on video and storytelling. The elements of the story were likened to a Trojan horse. A story is a means to get people’s attention and the message is embedded in the story. All good stories also have a clear beginning and end. Video is one of the growing trends in digital marketing trends and the session progressed.

Virtual reality is another trend that is becoming more predominant as a sales strategy. Businesses can create an online virtual reality experience which allows customers to see what the product or service will be like.

Programmatic buying using data to drive specific products to customers by gathering data on their interests and needs through their interactions.

This leads us on to big brands which are the brands what collect this data by enabling people to interact on their platform, and thus gather data based on people’s behaviour.

Finally AI, or artificial intelligence, is using technology to mimic human intelligence to allow marketers the opportunity to reach segmented audiences through using AI. For example, AI can analyse people’s search patterns on search engines to allow marketers to place their adverts for maximum exposure. Chat functions on websites are also an example AI.

Digital trends are increasingly a part of marketing, and recognising this and taking advantage of the trends can only be helpful to any marketer.