Regional Services Manager Resource Guide

Implementation / On-Boarding Journey

1. Properties enroll in the program: https://enroll.runtriz.com/bwi?brand=bwi

2. Implementation Manager sends an invite to training.

3. Property goes live one week after implementation training.

4. Account Manager sends an invite to Mandatory Customer Success Training.

5. Property signs up for, and completes, training.

6. Proceeding training, property must return the content entry form and configure WiFi Splash Page in a timely manner.

7. Account Manager updates platform with content included on Content Entry Form.

RSM Troubleshooting Guide to Success

This guide will provide Regional Service Managers with common issues and pain points properties are experiencing in the early stages of activation.

Are you receiving feedback from properties regarding various challenges when operating the platform? Well have no worry, because the Runtriz team is here to guide you through property pain points! Listed below are some of the best practice to resolve some common issues experienced during the early stages of activation.

Technical Troubleshooting

Not Receiving Runtriz Emails

If a property has not heard from their account manager, have them check the spam folder. Many properties have vocalized that they found communications from Runtriz in their spam or other folders.

To fix this, our IT team can help you whitelist Runtriz senders. Here's what they need:

• list of IPs we use to send trigger emails
• list of aliases used
• list of Desk IP addresses if that's the from channel
• list of account managers' email addresses

Portal Access

If a property is having trouble accessing their portal, provide them this link: https://us.bwguest.com/bw_xxxx/portal

Replace the X’s with their property’s code

Property Goes Live

When a property goes ‘live’, that means they have completed the first implementation training and BW has activated the pre-arrival email campaign.

Please note, once the property goes live, their platform will be accessible for Guests's use. Make sure to begin monitoring the Request Management System, and respond to all Guest's requests.

Configuring WiFi redirect

Adding the platform to your hotel's Wi-Fi splash/landing page allows guests to immediately access the app right when they connect to your Wi-Fi network. Have the property contact the company that manages the wifi redirect.

Properties can find their unique wifi redirect link on the Runtriz Dashboard inside their Portal

Have them copy and paste as listed and send to the appropriate entity, usually their Internet Service provider (ISP) or Internet Service Provider (ISP) or IT Manager.

Accessing the property’s guest facing platform

If properties want to see the guest-facing platform, simply remove the word ‘Portal’ from their link. See example: https://us.bwguest.com/bw_xxxx/

Where to find the BW support guides

Support Site

Guest Engagement Updates and Troubleshooting

Content Entry Form

All properties are provided a link to their live Google Doc in the follow-up email after attending the Customer Success training

Each property is required to fill in in the appropriate information so their Account Manager can update their live platform. If a property cannot locate their link, have them reach out to their account manager directly

What are the Forms used for?

Forms are used to gather information from a guest based on the type of request they submit.

Ex: The check-in process included a series of questions presented to a guest, which Runtriz calls a form.

View Guide

Departments & teams

Should a property want more out of this guest service function, contact account manager.

Managing staff alerts and email notifications

If a property would like to adjust the Staff Alerts that are sent to their email accounts, they need to change them in the Staff Management System. Details below

Navigate to the Staff Management System > Staff Alerts

View Guide

Setting up individual logins

To provide individual access to the portal and help track the performance of each agent a login will need to be created.

Navigate to the Staff Management System > Staff Users and Select the +User button located in the top right corner.

Fill out all needed fields to create the new user login

For a front desk agent the suggested User Type is Standard User.

For Managers or Supervisors the suggested User Type is Administrator or can remain Standard User depending on level of access needed.

Please be advised that each use must have their own email address. The same email address can not be used for multiple users.

Setting up templates for two-way chat

If a property wants to change or edit the messaging templates, they would need to navigate to the Staff Management System > Team > Messaging Templates

View Guide

Implementation Managers

Contact Support at support@runtriz.com.

Customer Success Account Managers

Brandon L. Venerable: brandon.venerable@runtriz.com

DaVaughn M. Smith: davaughn.smith@runtriz.com

Ashley-Rae Kiaha: ashley-rae.kiaha@runtriz.com