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UPDATE
PROCEDURES AND ENHANCEMENT LIST FOR
System 21® CODE UPDATE
2.09.xx
to 02.10.xx
MANAGER: Please read
this update document in its entirety.
NIGHT AUDITOR: Please
read this before you begin!
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The process to update
to this new code will be done in two stages: your real “live” hotel
database will be updated during the night audit on the first night.
On the second night, your training hotel databases will be updated. Some
important notes to consider BEFORE the update:
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Even though this update
does not delete Guided Tour scores, it is always a good practice to print
them before each update.
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The update will
automatically refresh your Training and Night Audit/Housekeeping hotels.
This will wipe out any work that trainees have done so far in their workbooks
(Front Desk Workbook Part 1, Night Audit Workbook, Housekeeping Workbook
and Accounts Receivable Workbook).
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The Practice hotel
will need to be refreshed right after the release and this will wipe out
any work done in Workbook 2 and the Management Workbook.
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You will NOT be able to
access any of the training hotels (databases) during the one day between
updates. If you have urgent need to do training on that day, see the note
at the end of the update procedures.
IMPORTANT!
If you cannot perform
the update as scheduled, or need assistance during the update, please contact
the Hilton Support Center at
(800)435-7435 |
To complete the
update, follow these steps:
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During the update, System
21® CANNOT be used on any workstation. When the update is
complete, a message will appear to tell you it has been completed.
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Go to another workstation
and print the Downtime Reports. The system will be down for the Close Out
process plus an additional 1 to 2 hours for the update, so you will
need the reports in order to operate during that time without the computer.
The update time is approximate and varies, depending on the size of the property
and the hardware configuration.
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Once the Downtime Reports
have printed, you should exit from System 21® on ALL workstations,
except the workstation where Night Audit is being performed. On that workstation,
you should leave Night Audit open, but exit from the Front Desk screen.
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Make sure today’s
back-up tape is inserted in the back-up unit. This will be critical for a
successful update.
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Proceed with the Night
Audit as normal. When you start the Close Out, you will get a “For Your
Information” message box telling you that the update will occur at the
end of Close Out.
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When Close Out has completed
a message box will appear, giving the option to start the update or to delay
it another day. Click on the YES button to start the update.
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Another message appears
reminding you to insert your backup tape. Click on the OK button.
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After the “Close
Out has successfully completed” message appears, click on OK again and
it will then return to the Night Audit screen.
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Exit from the Night Audit
screen.
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Now go to each workstation
(including the Night Audit one) and start the System 21® Front
Desk program. This will automatically launch an update of that workstation,
which will take 10-15 minutes. It is very important to update every
workstation NOW, rather than during the day when it might be needed to take
care of a guest. Don’t forget about workstations in the Back Office
or Manager’s Office.
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Your live database update
is completed. You can now finish your night audit tasks as normal. During
tomorrow’s night audit you will do the next steps.
On the night FOLLOWING
the live database update:
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On the next night, the
system will give you a new message when you start the Close Out. This “For
Your Information” message is to inform you that the training databases
will be updated at the end of Close Out.
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It will not be necessary
to exit all workstations from the system.
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At the end of Close Out,
another message will appear asking if you wish to perform the training update.
Click on the YES button.
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This part of the update
will take about 2 hours, but you WILL be able to access System
21® on any other workstation. Be prepared for it to move very
slowly, however, during the update.
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Once you get the update
complete message, you can return to normal operations.
MANAGER: If you urgently
need to do training during the day after the initial live database update,
you can update the Training databases at anytime during the day
instead of waiting until the night audit does it automatically. On a
back office workstation, exit from System 21®, then double-click
on the desktop icon that says “System 21® Server
Update”. This will not affect your normal operations, other than to
make the system run very slow for 2 hours. You would want to do this during
a slow time of day when there is not much activity on the system. For this
reason, we suggest you wait and let the night audit perform the update
automatically.
START SYSTEM 21 - WINDOWS
XP WORKSTATION
If you have Windows XP on your workstations, the Start menu may list programs
in a different order now. To see your entire list of programs, click on the
expand arrow.
When the full list is
displayed, you can move System 21 to the top of the list so it is easy to
locate in the future. Point your mouse to System 21 and right click on that
menu item. While holding the right mouse button down, drag the System 21
item to the top of the list.
FRONT DESK
Electronic Forms - The
following forms are provided in System 21 for Electronic Forms Plus:
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Registration Card
KeyPackets
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Guest Folios
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Express Checkout and Zip-Out
Check-Out® Folios
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AR Statements
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AR Invoices
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Collection
Letters
Printer Assignment
- A Registration Card/Key Packet option is available on the Printer Assignment
screen. You will need to assign a printer for the Reg Card/Key Packet printer
on each workstation if you use the registration card/key packet supplied
by Electronic Forms Plus.
On the Guest Listing screen
menu, select Reports>>Reports List>>File>>Printer Assignments.
Then select RegCard/KeyPacket from the Printer Groups list. Select the printer
you will use from the Printers list.
After the update, if you
have questions or concerns about Electronic Forms, contact James Newton or
Ted Wright.
Phone: 888-337-2776
http://www.efplus.com
The Point of Sale
Interface – The posting completion message will no
longer be the “Posting OK” message. The new message display will
be Room # Last Name/First Initial or House Account # House Account Name.
Key Lock Interface
- The Key Lock interface is now an integral part of the System 21 application,
rather than a separate application on the workstation.
Important
Note: Keys cannot be made on your System 21 workstation during night
audit. They must be made manually while audit is in progress. If you do not
know how to make keys manually, please contact your keylock vendor for
instructions.
CRM
: CUSTOMER REALLY MATTERS
The CRM enhancements
described below may not all be available in the initial beta version of code.
Some will be included in an update you will receive later in the beta
process.
CRM Messaging
(Welcome, Service Recovery, Solicit)
A CRM file, which contains
information about all HHonors guests, non-HHonors guests who have stayed
four or more nights in our hotels (4+ stayers), and Airline Miles Only (AMO)
guests will be downloaded nightly into System 21. This file will allow System21
to display the appropriate CRM messages and display the HHonors point balance
on the guest record (luggage tag) screen. The CRM messages will be displayed
in a pop-up window for reservations arriving today.
CRM Luggage Tag
Enhancements
The luggage tag section
of the Guest Record screen will display the point balance for HHonors
guests. Note that the information about past guest stays will no longer
be displayed.
CRM Receipt Message
for Best Guests (HHonors member, +4 Stayers and Airline Miles Only guests)
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Folio message information
in the CRM file will be printed on guests' receipts. If there is no folio
message in the file for a guest, no message will be printed.
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Printing of the folio
message will not be optional; this feature may not be turned off.
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The messages will print
for all receipts for the primary guest. Once the primary guest has departed,
the folio message will not print for any remaining shares.
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The folio message will
print on all express checkout and Zip-Out checkout receipts as well.
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Folio Messages will not
print on House Account or Group Master receipts.
Best Guest Report
The
HHonors Arrivals Report has been renamed the Best Guest
Report.
In addition to listing
HHonors guests, the report will include 4+ Stayers and Airline Miles Only
guests. Best Guest will print in the HHonors number field on the report for
non-HHonors Best Guests.
HOUSEKEEPING
Linen Reuse
Program
A new enhancement has
been added in housekeeping to facilitate the Linen Reuse program from within
System 21. The frequency for linens to be changed in occupied rooms is set
in the System 21 Database. A new change linen indicator column has
been added to the Attendant Assignment sheet labeled “CHG LIN”,
this column will display either a “Y” or
“N” for each room listed on the report based upon the database
selection.
Rules for the Change
Linen indicator
The change linen indicator
will be “Y” if at the time of the report:
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The room is a
Checkout
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The room is a Due Out
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The room is a stay over
and the number of days since check in or the last linen change is equal to
the change linen frequency setting.
The change linen indicator
for other rooms will be “N”
To change the number of
days for the Change Linen Frequency
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From the Start Menu,
select Programs>System 21>Database Maintenance.
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On the Database Maintenance
screen, double-click on the Hotel Defaults folder.
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Double click on the
Housekeeping folder.
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On the Editor Housekeeping
screen in the Change Linens Frequency text box enter a number from 1 –
99.
ACCOUNTS RECEIVABLE
AR Purge
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The purge process has
been modified so AR will remain in balance after purging. If AR is out of
balance, purge cannot be performed.
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All transactions posted
in AR (payments, allowances and transfer transactions) must be at least 30
days old to be eligible for purging.
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An option to purge eligible
transactions from an individual account has been added. The purge of
an individual account will purge transactions only, it will not delete the
account.
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An account master option
will allow all transactions to be purged from a closed account while retaining
account information. This prevents the account from being deleted when
batch purge is performed.
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If a purge has not been
performed for 90 days or more, a purge reminder message will display when
a user with purge privileges logs into AR.
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When a user opens the
posting detail view of an account containing 2,000 or more transactions,
a purge reminder message will display.
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When multiple debits with
different dates are invoiced together or reduced to $0 with one payment or
applied credit, none of the transactions can be deleted until all of them
meet the age requirement. Then the payment, allowance or credit item
will be deleted in addition to the transactions it references. These
transactions are related, so they must all meet the criteria before any of
them can be deleted.
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AR purge is limited to
the number of transaction records that can be processed in less than an hour,
from start to finish.
REPORTS
Future Group Sold Reports:
The Future Group Sold Reports will report the actual rooms sold that
are associated with a group master in System 21. There is a Future
Group Sold Summary Report, Future Group, Sold Detail by Date Report, and
Future Group Sold Detail by Group Report.
The data contained in
the Future Group Sold Summary report will include:
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Group Code for
each active group within the month reported.
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Group Name for
each active group within the month reported.
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Total Sold, the
total number of rooms sold that are associated with the specific group master
for the month reported.
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Room Revenue,
the total of the room revenue (forecasted based on initial room rate)
that would be posted if all sold rooms actually stay.
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Room Counts by Date
will show the number of rooms associated with each specific group for each
day that is currently sold.
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Total Month Group
counts, this will calculate the total Rooms Sold, Total Room Revenue, and
Total Rooms Sold by day.
The data contained in
the Future Group Sold Detail reports will include:
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Group Code –
for each active group within the date parameters selected.
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Group Name –
for each active group within the date parameters selected.
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Date – the
date being reported in the mm/dd/yy format.
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Count-Room Type
– the number of rooms sold and the room type for that count.
The HHONORS ARRIVALS
REPORT has been renamed the
Best Guest Report.
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