This document covers complete account setup, and how to perform operational tasks using the RoomBoss Snow School Management System (SSMS).

The RoomBoss SSMS is highly configurable. It is recommended to complete the account setup process before taking bookings. We are available to discuss your school's operation and requirements and to provide assistance during setup.

Lesson and activity categories are an important part of your account setup and are used to:

1. Collate related products (lesson types) together at the time of purchase.

2. Control the availability of products.

3. Report the number of instructors required to teach booked lessons.

4. Control the size of group lessons. (Maximum customers per group.)

5. Act as the bridge between lessons booked for clients and instructor management via scheduled activities.

To manage your categories:

Navigate to Product Setup → Product Details → Categories tab

Example Setup

The following is an example category setup:

• Ski Category

  • Private Ski Category

  • Group Ski Category

• Snowboard Category

  • Private Snowboard Category

  • Group Snowboard Category

Following the points above, this example category setup would:

• Allow a customer on your website interested in Private Ski lessons to filter lessons and more quickly find what they would like to book.

• Let you control how many instructors are allocated to private versus group lessons, and ski versus snowboarding.

• Allow you to quickly see the total number of ski and snowboard instructors needed to teach the lessons booked.

• Let you control the size of group lessons; note if child group lessons have a different size to adult group lessons, a new category would need to be added.

• Assist scheduling by comparing how many instructors are scheduled onto lessons with the number of instructors needed to teach the lessons booked.

One of the first setup steps is to provide system access to team members. To manage logins for team members:

Navigate to Account → Users.

User Login Management

We recommend you create separate logins for each team member as this provides:

• The ability to limit access to sensitive information i.e. instructor pay to your HR team.

• The ability to limit access to advanced or managerial system functionality only to those who are qualified to use it.

• The ability to track changes made to bookings and payments to the user who made them.

• The ability to create tasks for specific users to complete.

• The ability to remove access for a specific user when they leave the team, without needing other users to update their password settings.

User Role Management

Setting roles grants users permission to access / change different areas of the system.

Each team member should be granted the minimal set of user Roles that are required for them to fulfil their duties.

Additional notes about access

• Only users with Manage Pay & Timesheets permission can view wage and payment information.

• Only users with Schedule+ User/Viewer permission can edit/view Schedule+.

• All users can view all other areas other than wage and payment information mentioned above; however, only users with appropriate permission can create, edit or delete information.

• All users are able to see the name, email address, telephone number and permissions of other users.

• Users can edit their own name, email address, telephone number and password.

Super Administrator

When a new RoomBoss account is created, you begin with a single user login that has access to all RoomBoss roles in the account. This is the Super Administrator user.

The following actions can only be done by a Super Administrator:

• View log in count, last log in and account creation date.

• Add, edit users or change permissions.

• Manually update user passwords.

The combination of Rates and Price Adjustments control the price of your products and services. Pricing is managed by setting rates and then adding price adjustments to cover any discounts and promotions.

If you are looking for travel agent commissions, click here.

This function allows you to automate the creation of invoices when new Reservations are made or Requests are changed to Reservations.

To access the setup page:

Navigate to Product Setup → Invoice Strategy

Invoice Strategies can automatically create invoice(s) taking into account the situation:

• Booking Source

  • Direct bookings via manual entry.

  • Direct bookings via website booking engine.

  • Travel agent bookings.

• What month the booking took place.

• How far in advance the booking is made prior to the lesson date.

This gives you the flexibility to automate policies such as bookings made far in advance are deposit now and final payment later, or bookings made close to the lesson date need to pay in full now.

This section outlines the required setup steps in order to commence sales.

The Rich Messages feature allows you to set up branded HTML templates for customer communications.

Rich Messages can be:

• Account Wide - messages displayed or emails sent to all guests.

• Vendor Specific - messages displayed or emails sent on a per vendor basis to guests.

To manage Rich Messages:

Navigate to Product Setup → Rich Messages

PDF Invoices & Receipts

PDF invoices and receipts can be issued from the Edit A Booking screen, customers also have an option to download them via their Guest Intranet page.

Within invoices and receipts Rich Messages are used to control:

• Your company name and address.

• Terms and conditions, and any ancillary booking information (such as the need for equipment and a lift pass).

Guest Intranet

The Guest Intranet is a one-stop-shop for your customers to view details of their booking and make payment. With Rich Messages you can additionally convey:

• Booking requirements - mandatory prerequisite of lift pass/equipment and meeting location.

• Terms and conditions.

Automated Emails

Emails can be sent to customers automatically via a number of triggers, customised messages can be sent depending on the situation:

• Thank you email after the customer makes an enquiry or a booking.

• Reminder email prior to an invoice being due, or chase up email after due date passed.

• Confirmation email after a payment is received.

• Notification email on cancellation of booking.

• Courtesy email prior to lesson start date to remind the customer and provide more information plus offer additional services (upsell).

• Thank you email after the lesson end date. Optionally including a link to the RoomBoss survey module to receive customer feedback.

• Email triggered by clicking on the Send Email button on the Edit A Booking page.

All your auto emails can include a QR code which can be used to identify your guest (and find their booking) at check-in.

Once setup of Rich Messages are complete, you will need to enable the sending of Automated Emails:

• Navigate to Account → Edit Account Details

• Click Edit Details

• Enter your account credentials

• Click on the checkbox of your required automated email

• Click Save

For more information about Rich Messages please click here.

This section relates to the booking pages (widgets) to be added to your website. We will perform initial setup to customise booking widgets to match the style of your website, and will provide you with URLs and integration details.

If you wish to go further with styling, it is possible for your web developer to take over. We are available to communicate with your web developer directly, however it is possible for you to independently manage the settings by navigating to:

Account →

Required Settings

These are the two settings required in order to customise styling:

1. Website Subdomain E.g. book.bestskischool.com

2. Custom CSS URL This can be provided by your web developer, and will be used by widgets.

Optional Currency Converter Settings

To enable customers to view pricing in different currencies:

• Navigate to Account →

• Click the Enabled checkbox under Multi Currency.

• Select your choice of Default Currency from the drop down menu.

• To select which rates to use, click on the radial button for:

  • Click on the Use Rates from Web

    or

  • Use Rates Specified by Me

    • To specify rates, navigate to Account →

Optional Google and Facebook Tracking Settings

There are two ways to confirm bookings:

Manually

This works by receiving booking requests and confirming them manually.

Automatically

RoomBoss confirms bookings automatically, the number of instructors available for work requires setting. Customers and agents can make confirmed lesson reservations if there are instructors available. If no instructors are available, customers may still make booking requests for your manual confirmation.

To set instructor availability:

Navigate to Product Setup → Instructor Availability Management, select the desired date range and click on Show.

Instructor Stock By Category

The number of instructors available to work is specified at the Category level.

This allows you to be more flexible to offer various lesson products in parallel, while reducing the need to manage availability for each lesson individually.

For example, in the following lesson setup:

• Private Snowboard Category

  • AM Private Snowboard Lesson

  • PM Private Snowboard Lesson

  • All Day Private Snowboard Lesson

  • All Day Freestyle Ride Workshop

Setting instructor stock within the Private Snowboard Category allows all lesson product types in that category to be automatically confirmed as long as there are available instructors.

Even if there is just one available instructor left in Private Snowboard Category, it's still possible to automatically confirm all four lesson types. (One more lesson of any type can be booked.)

Managing Availability For Advance Sales

For advance sales (i.e. before instructors are added to the system), you may commence sales by specifying the number of instructors to sell in each Category.

Managing Availability With Live Instructors

Once instructors are added into the system, you can derive the number of available instructors based on actual availability to reflect instructor availability for sales.

To do this, instructors must be associated with a parent category: Ski or Snowboard.

The default association is set on the instructors contract on the Instructor Contract Management page. However, it can be overridden on a day-by-day basis.

Availability can be managed on the Instructor Availability page.

To toggle instructor Available / Not Available status, click on the desired date.

Available / Not Available status and override category can be set for multiple days by clicking on the instructor's name.

To set days as Not Available and parent category associations:

Navigate to Schedule → Bulk Add to Schedule.

Available / Not Available status and parent category association will be reflected in the filtering on Schedule+, it is not possible to allocate lessons or schedule activities for instructors on days they are Not Available.

To check the number of available instructors:

• Navigate to Product Setup → Instructor Availability Management.

• Select Vendor from the drop down menu

• Select Start date and End date

• Select Draw Total Instructors & Unavailable Instructors from the Instructor Work Days page from the drop down menu

• Click the Show button

• The Available Instructors By Parent Category and Daily Summary tabs will display live numbers for Total Instructors and Unavailable Instructors. These will be displayed by parent category and can be used to update the numbers available for sale.

Adding Instructors

To add instructors:

Navigate to Product Setup → Product Details → Resources

This page controls the basic instructor settings:

1. ID - An optional field that can be used to insert an ID from an external HR system.

2. Name - The instructor's name.

3. Email Address - Messages to the instructor can be sent to this email address from within RoomBoss.

4. External ID - The instructor's RFID, if one exists.

5. Status - Active and Inactive (once the instructor leaves employment you should set them to Inactive.)

More detailed information on the instructor is set via their contract.

Setting Instructor Contracts

To setup instructor contracts:

Navigate to Product Setup → Instructor Contract Management

A contract is required in order to calculate instructor pay, these are set on the Contracts tab.

1. Select your ski school from the Vendor drop down menu, click Next

2. All the existing contracts will be displayed

   • To create a completely new contract, click on the Create button
3. Enter the instructor's details as requested (or edit the new copy), enter ability levels and relevant Tags

4. Click Save

Details that can be saved with the contract include a default parent category (see Managing Availability With Live Instructors), Level and Tags, these provide a way to filter instructors by their abilities when allocating lessons to instructors.

On the Custom Rate tab, you may set the name and choose the number of pay rates available.

Tags can be used to quickly identify a suitable instructor when a customer has special needs (e.g.: The customer wants a lesson to be taught in Cantonese). You can configure what Tags are available by navigating to:

Product Setup → Instructor Contract Tag

Instructor Log Ins

The RoomBoss SSMS has a portal where instructors can log in to view their upcoming schedules, lessons, and their pay. After adding an instructor, their login credentials are automatically generated, these credentials will need to be sent to the instructor.

To view instructor login details:

Navigate to Product Setup → Instructor Log Ins

This page will show for each instructor:

• Name - the instructor's name.

• ID - the instructor's login ID.

• Password - this allows you to Change password or Send reset link to an instructor's email address by clicking on the corresponding link.

• Created - date and time the login was created.

• Last Login - date and time of the last login.

• Login Count - total login count.

Instructors can log into the portal from here:

https://appt.roomboss.com/login.jsf

Control How Far Into The Future Instructors Can View Their Schedule

It is possible to set a limit on the number of days into the future instructors can view via their login.

To set this, log in as Super Administrator

Navigate to Account → Edit Account Details

Using Price Adjustment is optional, and allows you to manage context-dependent changes in price. For example:

• "Early bird special" to reduce the price of bookings made before a certain date.

• Seasonal sale to reduce the price of bookings in shoulder seasons.

• Combination of the above.

A single price adjustment can apply to one or many products, multiple price adjustments can be applied to a single product. We recommend testing your price adjustments using the .

To manage your price adjustments, navigate to Product Setup → .

Price Adjustments FAQ

Question: Where can I find the Discount Codes that have been used during booking?

Answer: Within RoomBoss, Price Adjustment reflects the term 'Discount Code'. This is also known as a 'Coupon'. These can be found in the Reports that you generate on the page.

Question: How can I display the Discount Codes in the generated report?

Answer: To identify what discount code / coupon was used when the booking was created, first create a custom report on the page clicking the button on the bottom right corner after performing a search. Click then on 'Custom Report ...' and '+ New Custom Report'.

Make sure to add the Report Column 'Applied Adjustments' to this custom report. Alternatively, you can add all fields by clicking the two arrows pointing right, and then search for this column in the spreadsheet after downloading the report.

The Applied Adjustment column shows the name of the adjustment linked to the that has been used by the customer when making a booking.

This section provides guidance for pre-sales, sales and post-sales processes.

This section outlines the setup steps required for winter operation.

RoomBoss can be setup to to work with the Square Point of Sale (POS) system to process credit card payments onsite. Transactions processed via Square will be automatically updated in RoomBoss. This will automatically set the correct payment amount and mark the booking as paid in RoomBoss.

To use this feature, you will need:

• A Square account.

• A Square credit card reader.

• A mobile device (tablet/phone) with the Square Point of Sale app installed.

App Download Links

Android Square Point of Sale - POS iOS Square Point of Sale (POS)

Please contact Square for questions about the app/reader setup.

Please feel free to contact us if you are interested in this feature.

To check availability for a new lesson:

Navigate to Bookings → Check Availability

This page shows the number of:

• B - Bookings

• I - Instructors In Use by Bookings

• BF - Bookings Free

• TI - Total Instructors In Use

• IR - Instructors Rostered (as per Instructor Availability Management)

• IF - Instructors Free

Numbers are shown by:

• Category

• Lesson type

• Ability level (for group lessons)

• Time Interval

  • i.e. 09:30-13:00, 13:00-16:30 and 16:30-20:00 (customisable for your account).

To determine if a new booking request can be accepted:

1. Navigate to Bookings → Check Availability

2. Select the From start date and number of Days from the drop down menu, click on the Show / Refresh button.

3. Deselect the lesson categories and Time Interval not related to the request (to reduce the amount of information on the screen), click Update.

4. Take note of Instructors Free (IF) for the category and time of the lesson. If there are enough instructors available for the request, confirm the booking.

Once a booking request is received (this can be from your website (direct booking) or by a travel agent via their account):

1. A notification email will be sent to you, including a link to allow you to access the booking.

   • The format of the email subject will be as below: [RoomBoss] [Best Ski School] 660876 New Booking REQUEST (XXXX)

2. The booking request will be shown on the Home page in your account.

If there is availability then you can confirm the booking.

Confirming a Booking

On the Edit A Booking page, under Booking Status, Click Edit and change the Type from REQUEST to RESERVATION, click Save.

Agent Booking

Upon confirmation both you and the agent will receive a notification email indicating the booking is confirmed.

If an Invoice Strategy has been set, the invoice(s) on the booking will be generated upon confirmation.

1. Download invoices as PDF from the Financial tab and email them to the agent.

Direct Booking

If the booking request was from your website, after confirming the booking:

1. Add a custom message via the Invoice & Intranet Message section if the customer has asked a question.

2. Click the Send Email button. An email based on your Rich Messages will then be sent to the customer. This will include a link to the Guest Intranet where the customer can see details of their booking, terms and conditions, and link(s) to make online payment. You will also receive a copy of the email sent to the customer.

This section relates to controlling how bookings can be made via your website and by agents.

Policy

It is possible to control how close to the lesson start date bookings can be created (and for agents also edited).

Setting a smaller number of days prior to the lesson start is beneficial to encourage sales (value 0 meaning same day). However, a smaller number of days can create more last minute schedule changes for your team.

To manage your booking window:

Navigate to Product Setup → Product Details → Policy

Access & Commission

To control the level of booking access and commission for each agent:

Navigate to Product Setup → Booking Channels

The three levels of agent access are:

1. No Access - agents are unable to view or book your lessons, this is the default setting until you make changes.

2. Request Access - agents can view your lessons and pricing, and can make booking requests within the booking window you specified.

3. Reservation Access - In addition to Request Access, agents can make confirmed reservations as long as there is sufficient Instructor Availability.

To set agent commission, enter the amount in the Commission column.

Products represent the lesson types you offer at your school.

To manage products:

Navigate to Product Setup → Product Details → Products & Services

Example Setup

The following is an example of how lesson types are arranged under categories.

• Ski Category

  • Private Ski Category

    • AM Private Ski Lesson

    • PM Private Ski Lesson

    • All Day Private Ski Lesson

    • All Day Freestyle Ski Workshop

  • Group Ski Category

    • AM Adult Group Ski Lesson

    • All Day Adult Group Ski Lesson

    • AM Child Group Ski Lesson

    • All Day Child Group Ski Lesson

• Snowboard Category

  • Private Snowboard Category

    • AM Private Snowboard Lesson

    • PM Private Snowboard Lesson

    • All Day Private Snowboard Lesson

    • All Day Freestyle Ride Workshop

  • Group Snowboard Category

    • AM Adult Group Snowboard Lesson

    • All Day Adult Group Snowboard Lesson

    • AM Child Group Snowboard Lesson

    • All Day Child Group Snowboard Lesson

Each of your products can have up to 10 independent options, labelled A-J (see below). Options record information such as the Number of Days the lesson runs, Start Time/End Times and Ability Level.

Here are some examples:

AM Adult Group Ski Lesson

1. Number of Days {1, 2, 3, 4, 5}

2. Ability (4 Levels) {First Timer, Beginner, Intermediate, Advanced}

3. Fixed Start Time {10:00}

4. Fixed End Time {12:30}

AM Private Snowboard Lesson

1. Number of Days {1, 2, 3, 4, 5, 6, 7}

2. Ability (5 Levels) {First Timer, Beginner, Intermediate, Intermediate/Advanced, Advanced}

3. Custom Start Time {09:00, 09:30, 10:00}

4. Fixed Duration Time {04:00}

5. Number of People {1, 2, 3, 4}

Suggestions for Product Setup

• Option A is connected to the rate for the product. If Option A has choices 1 to 7 days, when entering rates you will have slots for 1 to 7 days.

• Options can be set as compulsory with the Compulsory check box. If Compulsory is checked for Ability Level (as Option B above) guests and agents will not be able to proceed with a booking until a choice is made for this option.

• Lessons must have start and end time specified. This can be done by setting a Start Time and an End Time, or with a Start Time and the Lesson Duration.

• Keeping options in the same location across lessons is recommended for clarity. i.e. Start Time is always set in Option C. It is acceptable to leave an option as Not Used in some products to help achieve this.

• The Ability Level option must be in a consistent location if you wish to use group lesson automatic level progression. (An optional function to help estimate number of instructors needed when offering multi day group lessons.)

• It is not possible to change option ordering after a product has been used in a booking.

• Images saved on products will show on the booking widget.

Text Descriptions

Descriptions of your categories and products appear on your website booking widget. Text descriptions convey information to potential customers, assisting them with product selection.

Text descriptions can be entered in the following languages:

• English

• Japanese

• Chinese Traditional

• Chinese Simplified

• Korean

• French

If additional languages are required, please let us know.

Guest Fields

You can control which fields are present for your customers and which of these fields are compulsory.

To manage these:

Navigate to Product Setup → Guest Fields

Selecting the Guest - Booking Element Association Required checkbox means guests booking via widgets must choose a guest for every booking element (lesson).

• Show - field will be present on booking widgets.

• Show and Require - guest cannot proceed without entering a value.

If your ski school utilizes RFID check-in, you may wish to associate your guests with a RFID tag (lift pass) at time of booking.

To associate a guest with a RFID tag:

1. On the Edit A Booking page, click on the Guests tab.

2. Click Add External ID

3. Scan the guest's RFID tag (lift pass)

The guest will now be associated with this RFID tag and you will be able to find them for check-in by scanning their RFID tag.

Tasks are a useful way to remind your team jobs that need completing.

You can set:

• Due date

• Time

• Category

• Description

• Assigned To

• Status:

  • Not Completed

  • Won't Complete

  • Completed

Tasks are added to bookings on the Edit A Booking page, and are primarily used for sales purposes, i.e. chase up a sales lead, taking payment reminders and payment chases.

However, it is also possible to create tasks independent of bookings for general operations, i.e. guest pick up, registration form reminders.

Tasks that are due today, tomorrow or are overdue are displayed on the home page when you log in.

A searchable list of all tasks is available by clicking on the Tasks link on the home page or by navigating to CRM → Tasks

Adding a New Payment Gateway

To allow you to accept online payments, a payment gateway will need to be added and configured.

1. Navigate to Product Setup → Online Payment Settings.

2. Click Payment Gateways icon at the top of the screen.

3. Set a Name for the Payment Gateway (for internal use).

4. Select the desired Payment Account Type from the drop down menu.

   • Checkout - www.checkout.com

   • ECPay - www.ecpay.com.tw

   • PayPal Standard - www.paypal.com

   • PayPal Website Payments Plus - www.paypal.com

   • Paygent - www.paygent.co.jp

   • SoftBank Payment - www.sbpayment.jp

   • Square - www.squareup.com

   • Stripe - www.stripe.com

   • Zenryo Payment - www.zenryo.co.jp/payment/

   • Flywire - https://www.flywire.com/

5. Enter the requested credentials for your payment account in Payment Account ID.

6. To Tokenise Guests' Credit Card information, select the Save Customer And Card checkbox. See for more information.

7. Click the Add Payment Gateway button.

Payment Strategy

Payment Strategy is a mechanism to direct customers to different Payment Gateways based on certain conditions.

Each Payment Strategy has:

• a default Payment Gateway - which customers will be directed to by default.

• and Exceptions - if a customer meets the condition set for an exception, they will be directed to the Payment Gateway set by the exception.

Adding a New Payment Gateway Strategy

1. Navigate to Product Setup → Online Payment Settings.

2. Click Payment Gateway Strategy icon at the top of the screen.

3. Set a Name for the Payment Gateway Strategy.

4. Click on the Default Payment Gateway drop down menu to choose from your previously defined Payment Gateways.

5. Click on thebutton next to Add Exception.

6. You are able to set exceptions where under certain conditions an alternate payment gateway will be used. Conditions include:

   • Guest Country - set alternative payment gateways for different countries.

   • Invoice Due Date - select a payment gateway depending on the number of days and hours until the invoice is due.

   • Package Start Date - select a payment gateway depending on the number of days and hours until the packaging will start.

   • Viewing Language - select a payment gateway depending on the selected viewing language of the booking widget.

7. You may add additional exceptions by clicking on thebutton.

8. Click on Add Payment Gateway Strategy to save.

For further information regarding Payment Gateway Strategy please click here.

Booking Widget Buttons

RoomBoss allows you to control how your customers make bookings and send inquiries from your website booking widget. This is done by using the Send Inquiry and Book & Pay widget buttons.

Send Inquiry - Allow customer to send an inquiry about lessons they are interested in. Book & Pay - Allow customer to book online and make payment.

To decide which buttons appear to your customers:

1. Navigate to Product Setup → Online Payment Settings.

2. Click Online Payment Settings at the top of the screen.

Enable Book & Pay

• If the Enable Book & Pay option is enabled (checked), both the Book & Pay and Send Enquiry buttons will be visible on your online booking widgets. Book & Pay bookings allow customers to secure their reservations immediately by making a payment via your payment gateway.

• If Enable Book & Pay option is disabled (unchecked), customers will only have access to the Send Inquiry button, from which you receive booking requests.

• Visibility of the button also depends on the availability of the instructor. If Book & Pay is enabled but no inventory is remaining, Send Inquiry will be shown.

Other Condition Based Widget Button Settings

• If Hide Request Button if Book & Pay Possible is enabled, either Book & Pay or Send Inquiry will be shown on the page (not both):

  • If direct booking is possible (there is instructor availability), only Book & Pay will be shown.

  • However, if direct booking is not possible (no instructor availability), only Send Inquiry will be shown.

Auto Cancel

If Book & Pay is displayed on the booking widget you may also set an Auto Cancel, so bookings are automatically cancelled if a customer does not make payment.

• Navigate to Account → Edit Account Details

• Under Auto Cancel Booking, click on the Enable Auto Cancel of Bookings checkbox.

It is recommended to check overdue payments as a daily process.

If you have automated email reminders set up, customer can receive reminders automatically. However, this does not guarantee payments will be received.

To check Overdue Payments, navigate to Bookings → Search Bookings → Search by Payment Status

Then choose Payment has not been received. Limit search to payments due by yesterday.

The RoomBoss SSMS allows you to schedule instructors to a variety of activities(both teaching and non-teaching).

There are a number of options on how to use the schedule which will be discussed during setup. However the generally recommended approach is to:

1. Add activities to instructor schedules for upcoming week(s)

2. Assign lessons to instructors scheduled to activities that match the lesson type for upcoming lessons.

The benefits of this approach:

• Lets instructors know in advance when they will be working, and what work they will be doing.

• Allows you to ensure you have enough instructors working to cater to bookings made.

• Helps in the lesson allocation process, especially for larger ski school.

Adding Activity Types

To manage activities:

Navigate to Schedule → → Show / Refresh → Manage Activities & Add to Schedule

It is possible to add activity types for lesson and non lesson scheduling, these are color coded to make them easier to find.

Following the generally recommended approach:

• One activity is added for each lesson category.

• Activities can also have default start and end times which can be used to aid scheduling.

• Private lesson categories have Pay Level as No Pay.

  • Instructor pay will be calculated when a private lesson is allocated to the instructor.

• Group lesson categories have Pay Level as Lesson Rate.

  • The system works in this way as commonly there is no allocation of group lessons to instructors. (This is not known in advance and often done at line up.)

This section contains instructions on how to manage instructor operations and how to use the On Mountain Check In system.

Private lessons need to be allocated to an instructor. Group lessons do not need to be allocated (and prior to the lesson it's probably not clear who the instructor will be) but you may allocate them.

Lessons can be allocated individually on the Edit A Booking page, or multiple lessons can be managed on the Schedule+ page.

Edit A Booking Page

Locate and open the booking, on the Edit A Booking page, scroll down to the Allocation section and click Edit.

There are two choices for listing instructors to select for the lesson:

1. Allocate Now : This will give you a list of instructors who are not already allocated to a lesson.

2. Allocate Now - Show All : This will not limit your selection, and all instructors will be shown.

For multi-day lessons, an instructor is selected for each day of the lesson.

For private lessons, choosing a pay rate here will result in the chosen pay rate being paid to the instructor.

Clicking the Show Allocation Table link will bring up a view of your instructors over the date(s) of the lesson. You can filter down to instructors scheduled for a particular activity to assist in identifying candidates for the lesson.

Schedule+

To allocate lessons with the Schedule+ page:

1. Select your Ski School from the drop down menu

2. Select the dates and number of days.

3. Click the Next button (this button will change to Reload)

4. Click the Show button

5. Select Allocate Lessons under What You Want To Do

6. Optionally you can apply filters to reduce the amount of information shown to improve clarity - Time/ Categories/Instructors You Want To See

7. If you would like to search for a different date or number of days

   1. Select the dates and number of days.

   2. Click on the Reload button.

Drag Unallocated Lessons displayed on the left to instructors (see below).

• Dragging a multi-day lesson onto the instructor's name will allocate it to that instructor for all days of the lesson.

• Dragging a multi-day lesson onto a day in the instructor's row will allocate it just for that day.

• You can drag a lesson from one instructor to another. Note each day of a multiple day lesson needs to be dragged individually.

• Clicking on a lesson allocated to an instructor allows you to:

  • See details of that lesson.

  • Unallocate the lesson from the instructor with the Remove Booking button.

  • Set the pay rate for the lesson with the Pay Level drop down menu.

  • Navigate to the Edit A Booking page for the lesson.

On-Mountain

If your ski school utilizes RFID check-in, guests can be allocated to instructors during on-mountain check-in as well. Please see the On Mountain Check In And Lesson Allocation With RFID section for more info.

To manage your rates, navigate to Product Setup →

Rates for each product can be entered with a date range to control seasonality.

As previously mentioned , Option A is connected to the rate for the product. The above example has 7 slots as Option A for this product has choices 1 to 7 days.

Rates FAQ

Question: Can I offer products online at zero cost?

Answer: Yes. Rates can be set to zero. Products with zero cost can be added by your customers into the shopping basket, and included at checkout.

You may send messages from RoomBoss to your instructors, these are displayed inside the Instructor Log Ins.

If you have added an email address for the instructor via: Product Setup → Product Details → Resources, messages will be sent to this email address.

Send Message

To send messages:

1. • Navigate to Schedule → Messenger

   Or

   • From the Schedule+, click on the Menu drop down menu and click on Messenger

2. Click on the Send New Messages tab

3. Enter your message Title, write your Message

4. Click the Send Message button

You may choose to send to:

• All - Message will go to all instructors.

• Tags - Message will go to instructors that have specific tag(s) selected (for example you could choose to message the Private Ski group only).

• Instructors - Select specific instructor(s) to message.

Instructor View & Mark as Read

Instructors can see messages by logging into their portal, they can indicate a message has been read, this can be useful when:

• You want to confirm that the recipient instructor(s) have received the message.

• You are asking for feedback, i.e. Mark as read by Dec 21 if you are happy to have less days off in January.

Checking if Instructors have a Read Message

1. From within Schedule+, click the View Messages tab

2. Click on the message you would like to check

3. A list of Recipients will be displayed, a tick will be next to the name of those who have read the message

4. If you want to know if a certain instructor has read the message, type their name in the text box under Recipients to locate them

When a new reservation is made, you will receive a notification email.

The format of the email subject will be as below: [RoomBoss] [Best Ski School] 660876 New Booking (XXXX)

Agent Booking

If an Invoice Strategy has been set, the invoice(s) on the booking will be generated upon confirmation.

• Download invoices as PDF from the Financial tab and email to the agent.

Direct Booking

No additional steps are required. If the customer has asked a question, you may respond directly by replying to the new booking notification email.

How to use Comment column on Edit A Booking page

It is possible to add comments to page as an annotation for the customer's request / information.

• Click the Edit button of Order Details on page and add the comment to the comment column.

• The Comment on an Item is visible to the vendor and agent but is not visible to the guest.

• It's editable by both vendor and agent.

• A change to the Item Comment and saving does not trigger an notification email to the vendor or agent.

When making a Point Of Sale booking for a customer standing in front of you:

1. Check for availability.

2. Navigate to Bookings → New Booking and follow the steps for adding lessons to the booking.

3. If the customer is a New Guest, enter their details. Otherwise find them via the Existing Guest option.

4. Once the order has been entered, open it and click the Financial tab.

5. Edit Invoices & Receipts and click New Transaction PAY NOW - Guest.

6. Once payment is received select the Payment Method click Save then Done.

7. Select the receipt format from the drop down menu:

   • English - A4

   • English - POS

   • Japanese - A4

   • Japanese - POS

8. Click the PDF iconto download the file and print a receipt for the customer.

This section covers processes for managing instructor operations such as maintaining availability, setting pay rates and allocating lessons.

Every ski school guest can be created in the system. This will include their contact details and additional information such as Notes, Note Dietary and Note Medical.

Each lesson booked can be associated with one (group lessons) or more (private lessons) guests. Linking guests to bookings allows you to track all lessons for a guest and keep a complete lesson history.

If all guests are added it is also possible to manage guest check-in by linking all guest to an RFID chip ID, this is the technology used in many lift tickets. A guest can also be identified by scanning their lift ticket.

Guests can be entered by the customers themselves and associated with lessons during booking using the booking engine. This can also be done by booking agents or users within RoomBoss.

To remind staff and agents to link guests to bookings:

Navigate to Accounts → Edit Account Details

Enable:

• Warn agents they need to link guests to bookings

and/or

• Warn users they need to link guests to bookings

The top of the Edit A Booking page will display the reminder:

Direct Booking

Customers can associate themselves to each lesson when they book using the booking engine. However, if a booking is manually entered or is received without each guests’ information, guests can be manually added to their lessons:

1. On the Edit A Booking page for the booking.

2. Open the Guests tab.

3. Click Edit in the Additional Guests section. Fill in the details for each guest clicking Add after each entry

4. Once all guests are added click Save.

5. Navigate back to the main booking tab, click Edit in the Guests section. Select the guest(s) for each individual lesson, and click Add. When you have added all guests to all lessons, click Save.

Agent Booking

Agents can enter guests and associate them with lessons inside their account.

However, only the lead guest of a booking is shown in the ski school account (the vendor), therefore the association and agent guests need to be copied into the ski school account.

This can be done using the Copy Guests function:

1. Navigate CRM → Manage Guests → Copy Guests

2. Enter the desired date range From and Until, click Submit.

3. Guest information and lesson associations will be copied into your account.

Check Bookings

It is recommended to check that all lessons are properly associated with guests on a rolling basis. You can check associations using the Check Bookings function:

1. Navigate to CRM → Manage Guests → Check Bookings

2. Enter the desired date range From and Until, click Submit.

3. A list of bookings will be displayed, click on each one to check for association.

Suggested Workflow for Copy Guests

On a rolling basis, check bookings x days in the future and follow up as necessary.

Each morning, use the Copy Guests function to copy guests and associations. Then use Check Bookings throughout the day to locate bookings that are not associated with guests and follow up as a priority.

If you make use of Instructor Availability Management then it's important to maintain correct availability. For example you need to reduce numbers if an instructor is injured and will no longer be part of the team.

Availability

As described earlier, to manage instructor numbers:

• Navigate to Product Setup → Instructor Availability Management

• Select your criteria from the drop down and click Show

• Click on the Instructor Stock By Category tab

Change of Pay Rate

If the rate of pay changes for an instructor, i.e. an instructor is promoted:

1. Navigate to Product Setup → Instructor Contract Management

2. Select your ski school from the Vendor drop down menu

3. Editthe existing contract and set the End Date to the last day of the previous pay rate

4. Create a new contract with the Start Date from the first day of the new pay rate

Employment Status

If an instructor can no longer work then they should be set as Inactive:

1. Navigate to Product Setup → Product Details

2. Click on the Resources tab

3. Click Edit next to the instructor

4. Click on the Status drop down menu and set as Inactive

5. Click Save

Add Activities

Adding activities to instructor schedules can be done as far in advance as suits your operations. Some schools add activities just for the week ahead. Others add activities for the entire season, with instructors consistently working regular days of the week.

There are three ways to add activities, allowing you to easily add hundreds of activities across your team in one step, and to make pinpoint changes for a single instructor.

Method 1: Bulk Add to Schedule

The Bulk Add to Schedule is a convenient way to set activities for a large number of regularly scheduled instructors over a long date range.

To add activities over a date range across multiple instructors:

Navigate to Schedule → Bulk Add to Schedule

It is also possible to set instructor parent Category and Available / Not Available status:

1. Click on the Availability radial button.

2. Click on the Category drop down menu and select Ski or Snowboard

3. Click on the Available or Not Available radial button

4. Click the Set Availability button.

Method 2: Schedule

It is possible to manage instructor schedules up to one week at a time:

1. Navigate to Schedule → Schedule

2. Click on the Show / Refresh button

3. Click on the Manage Activities & Add to Schedule link

As shown above, you can add activities to the schedule of multiple instructors in one step.

Method 3: Schedule+

The Schedule+ page is an intuitive and visual way to make changes and allows you to drag and drop activities onto instructors, to access this page:

Navigate to Schedule → Schedule+

Set Activities as Completed

After an instructor completes an activity it is necessary to change the status to Set as Completed in order for the instructor to be paid.

To set as completed on the Schedule page:

Navigate to Schedule → Schedule → Show / Refresh → Schedule List

It is possible to process one activity at a time, or by checking all/multiple activities and processing them in one step.

Instructor pay is generated based on the hourly rates specified in contracts. This applies to private lessons allocated to instructors and completed activities scheduled to instructors.

It is also possible to include other, arbitrary payments and charges with the transactions page.

Transactions Page

Transactions can be either Credits (pay money to an instructor) or Debits (charge money to an instructor). These will show on the time sheet report inside your account and will be visible to instructors inside their login.

To view transactions:

Navigate to Product Setup →

Transaction Types

Non-activity or lesson related payments are categorised by type when charged to instructors. These are user defined, examples can be: Tax, Lift Ticket, Rent, Bonus, Non Contract Pay….

To setup types:

1. Navigate to Product Setup →

2. Click on the Manage Transaction Type tab

3. Enter a Name, select a Color and a Category

4. Click Save.

Entering New Transactions

To enter a new transaction:

2. Click on the Enter New Transaction tab

3. Select 1 or more instructors

4. Set the From and Until for the transaction

5. Select the desired Weekdays via the checkboxes

6. Select the Transaction Type

7. Click on Type and select Credit or Debit

8. Enter the Amount

9. Optionally enter a note (this is not shown to the instructor)

10. Click Save

View and Cancel Transactions

You can see all transactions for an instructor and cancel them on the View and Cancel Transactions tab.

Cancelled transactions will remain on this page but will not be visible to instructors or included in pay calculations.

Users must have the Manage Pay and Timesheets role to access and use this page.

Instructor Timesheets

The amount to pay each instructor, and the breakdown of work can be downloaded by:

1. Set the From and Until dates (typically the previous month)

2. Click the Show / Refresh button.

3. Click on the Click to see if report generation has completed... link

4. Once the report has generated, click the Download Instructor Timesheets link.

The downloaded Excel file will have the following tabs:

• Summary - Shows total pay, hours and other summary information for each instructor.

• Instructors Timesheet - Breakdown of every lesson and activity for all instructors.

• Instructor tabs - Tab for each instructor who worked in the date range you specified. The instructor specific tab shows all pay items for the instructor.

Your payroll department can make use of this data to enact payment to instructors.

The guest has yet to be associated with an RFID tag at the time they check in. (Maybe they are a new customer on the first day of their lesson.)

1. Navigate to the On Mountain Check In portal - 2. Click the RFID tab, click on the Scan Guest button 3. Scan the guest’s RFID tag (lift pass) 4. It should say "No results found." or the pass has already been associate with another customer 5. Click on the Check In tab, use the Enter a keyword... search bar to find the correct lesson

6. Click on the Check In & Associate guest with this pass button, this will check the guest in and associate them with the RFID tag (lift pass)

The guest has already been associated with an RFID tag at the time they check in. (Maybe they are an existing customer or the RFID tag is associated at the time of purchasing the lesson.)

1. Navigate to the On Mountain Check In portal - https://appt.roomboss.com/ui/skischool/index.jsf

2. Click the Load/Refresh Lesson button to ensure the information is up-to-date.

3. Click on the RFID tab, click the Scan Guest button

4. Scan the guest’s RFID tag (lift pass)

5. A list of available lessons will be shown.

6. Find the correct lesson, click Check In

A ticket-free system is available for managing your on mountain ski school line-up. Provide your team with tablets and allow customers to check in electronically.

Ski School check-in displays details of all the lessons on a selected day, and allows you to set each lesson as having checked in once the customer arrives.

You can access the On Mountain Check In system at:

https://appt.roomboss.com/ui/skischool/index.jsf

Checking In a Customer

1. For accounts with multiple vendors, select the vendor (ski school area) you wish to view.

2. You may search for a customer/lesson by name, Booking ID, booking notes or product options.

Under the Filter heading, enter the search criteria in the Enter a keyword... field and click the Filter button.

Optionally you may filter lessons by category and product to identify the customer's lesson.

3. Once you have located the customer/booking, press the Check In button to check in the customer.

Flags and Check In

In some circumstances you may wish to flag a lesson for attention at check in. For example if the customer has not fully paid, or if you require the customer to return to the ski school center for any reason.

On the Scheduling Notes section of the Edit A Booking screen, change the Flag to one of the preset values: Red, Green, Blue and Orange. Within your team you can associate the colour with a meaning. Such as:

• Red – Unpaid

• Green – Waiver form not submitted

• Blue – Contact Supervisor

• Orange – Other

If a lesson is flagged, the flag colour will be displayed on the lesson at check in.

For additional clarity, it's possible to add a message that's displayed at line up to convey the reason to the customer.

Equipment & Access

We recommend using LTE-enabled Android tablets (the RoomBoss App is only available on Android). Tablets should be waterproof and able to withstand the cold.

It is possible to use mobile phones, but tablets are easier to work with if the queue is long on the mountain.

On Mountain Check In With QR Code

If you have added the guest QR code to the automated emails, you can use it to quickly identify the guest and check them in. Scan the code, choose the booking and check the guest in.

Lessons can be allocated to an instructor in advance or on snow. In many cases private lessons are allocated in advance. However with group lessons, groups are not determined prior to line up, therefore they are allocated on snow.

1. Click the RFID tab, click on the Scan Instructor button

2. Scan the instructor’s RFID tag (lift Pass)

3. Click the RFID tab, click on the Scan Guest button

4. Scan the guest’s RFID tag (lift pass)

   • Click the Allocate to [Instructor Name] button to allocate the lesson to a guest who has already checked in

   • Click the Check in & Allocate to [Instructor Name] button to check in and allocate a lesson

5. If the guest is not associate with this RFID tag (Lift Pass), then click Check In tab:

   • Click Allocate to [Instructor Name] and associate guest with this pass button if the guest has been checked in

   • Click the Check in, Allocate to [Instructor Name] and associate guest with this pass button to check in the guest, allocate a lesson and associate the RFID pass

All steps in this section are performed in RoomBoss.

Associate RFID Tag (Lift Pass) With Instructor

1. Navigate to Product Setup → Product Details

2. Click on the Resources tab, click Edit on the instructor

3. Click the Add External ID button

4. Scan Instructor RFID tag (lift pass)

Associate RFID Tag (Lift Pass) With Guest

1. Click the Guest tab on the Edit A Booking page

2. Click the Add External ID button

3. Scan Instructor RFID tag (lift ass)

Disassociate RFID Tag (Lift Pass) From Guest

1. Click the Guest tab on the Edit A Booking page

2. Click the Add External ID button

3. The field will will be blank, click Confirm

Instructor Hours Report

This report provides details of instructor hours and salary over a period, it can be filtered by Category, Tag and instructor Ski / Snowboard / Telemark level.

This report is intended to help manage fair allocation of hours and pay across a group of instructors.

To access the report, navigate to https://apps.roomboss.com/hours

Timesheet Report

This report provides details on instructor salary, lessons and activities over a date range of interest.

In a nutshell you are able to:

• Know how much to pay your instructors.

• See where the wage costs are being accrued across lesson and non-lesson work.

• View and compare profitability of lesson types.

• Get an idea of how evenly spread work is across your instructors.

To access the reports:

1. Navigate to Reports → Timesheet Report

2. Select Vendor from the drop down menu

3. Select From and Until

4. Select additional Variable Pay Controls if required

5. Click on the Show / Refresh button

6. Click on the Click to see if report generation has completed... link

There are 3 report options:

Download Instructor Timesheets (Excel format)

As described earlier this can be used by payroll to facilitate payment of instructor wages.

Download M2 Report (PDF format)

This report is intended to be a snapshot of activity over the date range you select, these can include:

• Sales by Date.

• Sales by Product.

• Instructor Wage Breakdown by Activity.

• Revenue : Instructor Wage as Percentage of Revenue by Product and Activity.

• Instructor Overview with average hours, income, hourly rate. Plus a scatter chart to show variation of hours and income across instructors.

Download Category Report (Excel format)

This reports shows Sales Revenue & Wage Cost by Category that can include:

• Breakdown by Category, Product and Activity.

• Aggregate results over a date range you select plus day-by-day results.

Customer Feedback

RoomBoss includes an integrated module to receive customer feedback on the service(s) they've booked. The module also seeks feedback on the resort as a whole, which can be key as a part of an overall Destination Management strategy.

For booked services and the resort area our feedback form asks the customer:

1. To give a rating (1 to 5).

2. Would they recommend the service to other travellers (yes or no).

3. To give a review for other travellers.

4. To give feedback to you about anything they think can be improved.

A concise quick-to-complete survey maximises the chances a customer will participate and provides the right information for analysis.

Automate Customer Feedback

It is possible to include a feedback form as part of the automated email sent to customers after lessons have concluded.

Benefits of automating feedback across all customers:

• An efficient way to stay informed on levels of customer satisfaction.

• Feedback is connected to the lesson; easily identify if a service delivery issue exists with a particular lesson type, or instructor.

• Have the information on hand to be able to react and thereby help ensure customer expectations are met or exceeded.

To view customer feedback:

Navigate to CRM → Client Feedback

Let Us Assist

We are available to analyse customer feedback, including the free text comments they provide, and to report findings to you.

Please contact us for details.

All steps in this section are performed with the On Mountain Check In

Associate RFID Tag (Lift Pass) With Instructor

1. Click Instructor RFID

2. Click Add External ID on the instructor

3. Scan Instructor RFID tag (lift pass)

Guest Check in - RFID Tag (Lift Pass) Already Associated With Correct Guest

Returning guest or association done off snow:

1. Click the RFID tab

2. Click on the Scan Guest button

3. Scan guest RFID tag (lift pass) - correct lesson shown

4. Confirm the correct guest/lesson is shown, click Check In button

Guest Check in - RFID Tag (Lift Pass) Associated With More Than One Guest

1. Click the RFID tab

2. Click Scan Guest

3. Scan guest RFID tag (lift pass) - multiple lessons shown

4. Confirm the correct guest/lesson is shown, click Check In button

5. For instructions to disassociate a RFID tag (lift pass) from a guest, click here

Guest Check In - RFID Tag (Lift Pass) Not Associated With Guest

1. Click the RFID tab

2. Click Scan Guest

3. Scan guest RFID tag (lift pass) - no lessons shown

4. Click the Check in tab, the top of screen will show Associating Guest to pass [lift pass number]

5. Use the Enter a keyword... search bar to find the correct lesson for this guest

6. Click the Check In & Associate guest with this pass button

Guest Check In - RFID Tag (Lift Pass) Associated With Wrong Guest

1. Click the RFID tab

2. Click Scan Guest

3. Scan guest RFID tag (lift pass) - wrong lesson shown

4. Click the Check in tab, the top of screen will show Associating Guest to pass [lift pass number]

5. Use the Enter a keyword... search bar to find the correct lesson for this guest

6. Click the Check In & Associate guest with this pass button

7. For instructions to disassociate a RFID tag (lift pass) from a guest, click here

Guest Check In - No Guest Associated With Lesson

1. Click the RFID tab

2. Click Scan Guest

3. Scan guest RFID tag (lift pass) - No lesson shown

4. Click the Check in tab, the top of screen will show Associating Guest to pass [lift pass number]

5. Use the Enter a keyword... search bar to find the correct lesson for this guest

6. Click Check in

Note: not possible to associate lesson with guest on snow.

Allocate Lesson (Guest) To Instructor - Guest Already Checked In

1. Click the RFID tab

2. Click Scan Instructor

3. Scan instructor RFID tag (lift pass) - top of screen will show Allocating lessons to Instructor [instructor name]

4. Click Scan Guest

   Scan RFID Tag (Lift Pass) - correct lesson shown

5. Confirm the correct guest/lesson is shown, click Allocate to [instructor name]

6. Repeat from Step 4 for next guest

7. Click the Disable Instructor Allocation button when finished

Allocate Lesson (Guest) To Instructor, Guest Not Checked In, RFID Tag (Lift Pass) Already Associated With Correct Guest

1. Click the RFID tab

2. Click Scan Instructor

3. Scan instructor RFID tag (lift pass) - top of screen will show Allocating lessons to Instructor [instructors name]

4. Click the Scan Guest button

5. Scan guest RFID tag (lift pass) - correct lesson shown

6. Check correct guest/lesson shown and click Check in and Allocate to [instructors name]

7. Repeat from Step 4 for next guest

8. Click Disable Instructor Allocation when finished

Allocate Lesson (Guest) To Instructor, Guest Not Checked In, RFID Tag (Lift Pass) Not Associated With Guest

1. Click the RFID tab

   Click Scan Instructor

2. Scan instructor RFID tag (lift pass) - top of screen will show Allocating lessons to Instructor [instructors name]

3. Click the Scan Guest button

4. Scan guest RFID tag (lift pass) - no lessons shown

5. Click the Check in tab, top of screen will show Associating guest with pass [lift pass number and Allocating lessons to Instructor [instructor name]

6. Use the Enter a keyword... search bar to find the correct lesson for this guest

7. Confirm the correct guest/lesson is shown, click the Check in, Allocate to [instructors name] & Associate guest with this... button

8. Click on the RFID tab

9. Repeat from Step 4 for next guest

10. Click Disable Instructor Allocation when finished

11. Click the RFID tab

12. Click Scan Instructor

13. Scan instructor RFID tag (lift pass) - Top of screen will show Allocating lessons to Instructor [instructors name]

14. Click the Scan Guest button

15. Scan guest RFID tag (lift pass) - no lessons shown

16. Click the Check in tab, top of screen will show Associating guest with pass [lift pass number and Allocating lessons to Instructor [instructor name]

17. Use the Enter a keyword... search bar to find the correct lesson for this guest

18. Confirm the correct guest/lesson is shown, click the Check in, Allocate to [instructors name] & Associate guest with this... button

19. Click on the RFID tab

20. Repeat from Step 4 for next guest.

21. Click Disable Instructor Allocation when finished

Allocate Lesson (Guest) To instructor, Guest Not Checked In, RFID Tag (Lift Pass) Associated With Wrong Guest

1. Click the RFID Tab

2. Click Scan Instructor

3. Scan instructor RFID tag (lift pass) - Top of screen will show Allocating lessons to Instructor [instructors name]

4. Click the Scan Guest button

5. Scan guest RFID tag (lift pass) - wrong lessons shown

6. Click the Check in tab, top of screen will show Allocating lessons to Instructor [instructors name] and Associating Guest to pass [lift pass number]

7. Use the Enter a keyword... search bar to find the correct lesson for this guest

8. Confirm the correct guest/lesson is shown, click Check in, Allocate to [instructor name] and Associate guest with this...

9. Click on the RFID tab

10. Repeat from Step 4 for next guest

11. Click Disable Instructor Allocation when finished

12. Click the RFID Tab

13. Click Scan Instructor

14. Scan instructor RFID tag (lift pass), top of screen will show Allocating lessons to Instructor [instructors name]

15. Click the Scan Guest button

16. Scan guest RFID tag (lift pass) - wrong lessons shown

17. Click the Check in tab, top of screen will show Allocating lessons to Instructor [instructors name] and Associating Guest to pass [lift pass number]

18. Use the Enter a keyword... search bar to find the correct lesson for this guest

19. Confirm the correct guest/lesson is shown, click Check in, Allocate to [instructor name] and Associate guest with this...

20. Click on the RFID tab

21. Repeat from Step 4 for next guest

22. Click Disable Instructor Allocation when finished

Allocate Lesson (Guest) to Instructor, Guest Not Checked In, No Guest Associated With Lesson

Should have been handled off snow but if not:

1. Click the RFID Tab

2. Click Scan Instructor

3. Scan RFID Tag (Lift Pass) - Top of screen will show Allocating lessons to Instructor [instructor name]

4. Click Scan Guest

5. Scan guest RFID Tag (Lift Pass) - no lessons shown

6. Click the Check in tab, top of screen will show Allocating lessons to Instructor [instructor name]

7. Use the Enter a keyword... search bar to find the correct lesson for this guest

8. Confirm the correct guest/lesson is shown, click Check in, Allocate to [instructor name]

9. Return to RFID tab and repeat from 4 for next guest….

10. Click “Disable instructor allocation” when finished

11. Click the RFID tab

12. Click Scan Instructor

13. Scan RFID tag (lift pass) - top of screen will show Allocating lessons to Instructor [instructors name]

14. Click the Scan Guest button

15. Scan RFID tag (lift pass) - no lessons shown

16. Click the Check in tab, top of screen will show Allocating lessons to Instructor [instructors name]

17. Use the Enter a keyword... search bar to find the correct lesson for this guest

18. Confirm the correct guest/lesson is shown, click Check in and allocate to

19. Click on the RFID tab

20. Repeat from Step 4 for next guest

21. Click Disable Instructor Allocation when finished

Note: It is not possible to associate lesson with guest on snow.

Booking Statistics Report

This report conveys a variety of statistics relating to bookings that occurred within a specified date range.

It presents aggregate statistics over the period including number of:

• Bookings

• Items

• Product types

• Booking channels

• Booking segments

• Gross Sales

• Net Sales

It also drills down to present results such as:

• Sales by Category

• Sales by Product

• Sales by Instructor

• Sales by Booking channel

• Sales by Booking segment

• Sales by Customer Country

Both totals over the period and value for each day in the period are presented. This report can be viewed on screen and downloaded to Excel.

To access the report:

Booking Creation and Cancellation

This report conveys the timing of booking creation and cancellation. It can be used to answer questions such as:

• What months are most of our bookings made?

• When are our winter bookings made?

• How many of our bookings end up being cancelled?

• How do bookings this year compare to bookings last year?

To access the report:

Payments Report

This report provides an overview of received and pending payments, allowing you to:

• View all payments received and pending that fall within a given date range.

• View the total amount due to be received each month in the specified period. For past dates the total amount received is also shown.

• Generate results for nightly audit of a sales desk.

The report presents:

• Invoice ID

• Invoice Date

• Invoice Amount

• Invoice Due Date

• Invoice Notes

• Payment Date

• Payment Amount

• Payment Method

• Payment ID

• Payment Notes

• Editable / Not Editable

• Booking ID (1st booking in Package)

• Vendor (1st in Package)

• Package Start Date

• Package End Date

• Lead Guest

• Booking Status

This report can be viewed on screen and downloaded to Excel.

To access the report:

Search Bookings

This page allows you to list bookings via a number of criteria including:

• Search by Date

• Search by Guest

• Search by ID

• Search by Payment Status

This report can be viewed on screen and downloaded to Excel.

To access the report:

This sections covers how to maximise sales and marketing through RoomBoss integration with well known specialised external systems.

This section provides guidance on the different types of sales and operations reports that exist in the SSMS.

Social sign in allows a guest to access websites using their existing social network account such as Facebook and Google. For websites that support social login, this simplifies the sign up/sign in process by removing the need to create a new account and password specifically for a website.

Social sign in also aids CRM, allowing you to capture up to date customer data that can be used to target specific audiences in marketing campaigns.

In addition to the traditional sign up/sign in method, RoomBoss has integrated social sign in via Facebook or Google into the Order02 booking widget.

Please ask RoomBoss for help setting this up, and for more information please click here.

RoomBoss website booking widgets are integrated with a number of Google Analytics technologies. We provide a brief overview here, with more information being available on the Google website.

Google Tag Manager Tracking

"Google Tag Manager is a tag management system that allows you to quickly and easily update tags and code snippets on your website or mobile app."

https://www.google.com/analytics/tag-manager/

To enable Google Tag Manager on your website booking widgets:

Navigate to Account → Website Configuration

Then under Google Tag Manager enter the Contained ID.

Google Analytics Tracking

"Google Analytics Solutions offer free enterprise analytics tools to measure website, app, digital and offline data to gain customer insights."

https://www.google.com/analytics/

To enable Google Analytics on your website booking widgets:

Navigate to Account → Website Configuration

Under Google Analytics enter:

• Tracking ID

• Domain Name

• Tracker Name

Google Ads Conversion Tracking

"Google Ads is an online advertising service developed by Google, where advertisers pay to display brief advertisements, service offerings, product listings, and video content within the Google ad network to web users."

https://adwords.google.com/home/

Conversion tracking allows you to monitor to what extent bookings are generated by Google advertising. It both allows you to make better ads based on real performance, and to determine the return on investment on your advertising spend.

To enable Google Ads on your website booking widgets:

Navigate to Account → Website Configuration

Under Google Adwords enter:

• Conversion ID

• Conversion Label

It is possible to associate every instructor and guest with an RFID tag (such as those found in many lift tickets).

RFID tags allow you to quickly identify guests and instructors at line up, check in the guest and link them (allocate their booking) to the instructor teaching the lesson.

Utilizing RFID tags requires additional hardware. Please feel free to contact us regarding further instructions on compatibility and suggested hardware.

3 basic scenarios are covered in more detail in the links below:

The complete list of scenarios are listed below:

• Off Snow RFID Tag Scenarios

• On Snow RFID Tag Scenarios

"Advertising on Facebook makes it easy to find the right people, capture their attention and get results."

The Facebook Pixel is "a piece of code for your website that lets you measure, optimise and build audiences for your advertising campaigns."

Pixel tracking allows you to monitor to what extent bookings are generated by Facebook advertising. It both allows you to tailor your content / ads based on real performance, and to determine the return on investment of your advertising spend.

To enable Facebook Pixel tracking on your website booking widgets:

Navigate to Account →

Under Facebook Pixel enter the Pixel ID.

Wufoo is an online form builder that allows people without a coding background to create sophisticated customised forms. More information is available on the Wufoo website.

Wufoo can be a helpful add-on if you require customers to provide additional information as part of the lesson registration, or to sign a waiver of liability. This can be used to replace a paper process that would normally occur after arriving in-resort with an online process that happens prior to arrival; thereby reducing in-resort service bottlenecks.

Setup

The first step is to add a Wufoo API key into your RoomBoss account. Information from Wufoo on finding your API key is available here.

• Navigate to Account → Edit Account Details

• Enter API key in the Wufoo API Key field

Create Wufoo Form

In order to make form responses display within RoomBoss:

• The first field you create on your form needs to be a number field. RoomBoss will use this to enter the RoomBoss booking ID.

• This ID field should be hidden from the customer to avoid it being changed. To do so type hide in the Add CSS Layout Keywords area at the bottom left of the Field Settings screen.

Add Wufoo Form URL to RoomBoss

Once your form is complete:

Inside WuFoo:

• Navigate to Forms then click Share on the form you wish to use. You will be provided with a Permanent Link To Your Form, copy the URL.

Inside RoomBoss:

• Navigate to Product Setup → Product Details → Policy → Guest Form Info

• Paste the URL in the Wufoo Form URL field

• Click Save

Providing Forms to Customers

There are a number of ways you can provide forms to customers.

• Once the Wufoo Form URL is set, it will appear within the Guest Intranet. Customers will be directed to the form while checking booking details and making payment.

• The link to the form is displayed on the Edit A Booking screen. You may copy it and paste it into customer emails if required.

• It is possible to create a Mailchimp campaign to send emails to all customers coming in the future with a personalised form URL. i.e. lesson registrations for the next month.

Viewing Form Results

There are three ways to view the results of forms submitted by customers:

• In RoomBoss on the Edit A Booking screen. Results of form(s) submitted for the booking are shown.

• In RoomBoss, navigate to CRM → Wufoo Entries Report to view form entries associated with bookings that overlap the date range you specify.

• In Wufoo, text information is visible in RoomBoss, however data such as images are only visible in Wufoo (relevant if you ask your customers to upload an image etc as part of your form.)

MailChimp is "the world’s largest marketing automation platform". It is possible to synchronise your RoomBoss customer contact and booking information with MailChimp and thereby send targeted, personalised, branded emails to your customers.

You can read more about MailChimp on their website. Note you will need to create a MailChimp account in order to use this integration.

Setup

Enter MailChimp API Key into RoomBoss

The first step is to enter your MailChimp API key into RoomBoss.

From RoomBoss:

• Navigate to Account → Edit Account Details

• Click on the Find your API Key link, this will redirect you to the MailChimp site.

• Enter API key in the MailChimp API Key field

• Click the Test API Key link to test the connection

Set RoomBoss Merge Tags in MailChimp

Login to MailChimp:

• Create a list if one does not exist.

• Within the list you need to add fields and adjust the merge tags, more information is available here, fields to add are listed below.

Once you have entered the fields and merge tags, you are ready to synchronise data from RoomBoss into Mailchimp.

Synchronise

To sync data into MailChimp.

From RoomBoss:

Navigate to CRM → MailChimp Integration

1. Click on the Connect to MailChimp button and you will see the names of list(s) within your MailChimp account.

2. Click the name of the list you would like to sync to, click on the Select List button.

3. Select the bookings/customers, type of booking, state of booking and dates.

4. Click on the Show Contacts button, a table of customers to be synced will be displayed.

5. Click the Sync Contacts to MailChimp button to initiate the process. The duration it will take to complete will depend on the number of customers.

Send

Plain Text Campaign from within RoomBoss

Immediately after syncing, a Plain-Text Campaign can be sent from within RoomBoss. As per MailChimp's description:

"Plain-text emails don't contain any images, rich-text formatting, or embedded hyperlinks, and are useful when you want to send a simple email featuring only your essential content."

This is a good option if you wish to quickly send a plain email to your customers. Note you can make use of merge tags to personalise the email content.

Dear John, Thank you for booking an AM Private Snowboard Lesson to take place on 2019/1/1. We are looking forward to seeing you and don't forget to...

After sending a campaign from within RoomBoss it will be visible from within MailChimp.

Fully Featured Campaigns from within MailChimp

Log in to MailChimp to send a fully featured campaign to your customers.

The Regular Email Campaign is commonly used to:

• Send to targeted customers.

  • Send a marketing email to customers who booked with you last winter.

  • Send a reminder sales email to all customers who enquired last month but haven't yet confirmed their booking.

  • Any combination of merge field values that achieves a marketing, customer relationship management, or sales need that you can dream up.

• Send rich email messages that represent your brand including content to help engage customers.