REX Console - OPERATIONS

 

FAQ:   What do I do if I forget my login/password?

REX:   Contact the HotSOS administrator at your property who can give you your login and reset your password.

 

FAQ:   What does the Refresh button do at the top of the REX web page?

REX:   The Refresh button resets all the default settings; that is to say, any filters set for viewing will be removed.

NOTE: F5 does NOT refresh in REX. Only the 'Apply Filter' button will refresh the screen.

 

FAQ:   What are credits and how do I assign them?   

REX:   The credits identify the weight of a room based on its current reservation status, cleaning type, and room type. Each Room Attendant is assigned a certain number of goal credits. Credits permit a more even assignment of work among attendants. The credits are established during installation and the database set up of REX at the property.

                 

To Assign Credits

       Go to Operations

       Assign Credits

   Click Apply Filter button to populate with list of Room Attendants

   Find Room Attendant's name, click to highlight

   Right-click, select Change Goal Credits

   Use up/down arrows to change the number of goal credits to be assigned to this person.

   Click OK

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FAQ:   How do I add a memo or special instructions?

REX:   Highlight the desired room assignment and right click. Select Add Special Instructions. You may also choose multiple rooms with shift+click or ctrl+click and add the same instruction to multiple rooms.

  

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NOTE: you can also select to Recur during stay and the note will travel with the assignment until the guest checks out

 

FAQ:   What are Task Sheets under Operations?

REX:   Task sheets may be used in conjunction with the Property Management System, OPERA (Enhanced). At a pre-defined (configurable) time, OPERA can send its task sheets to REX.

 

FAQ:   How does REX set priority?

REX:   Priority is set by the total number of points associated with a room. REX takes into consideration the type of room, its current reservation status, estimated Arrival Time and VIP Status. These points are established during installation and the database set up of REX at the property.

 

FAQ:   What does the priority do in REX?

REX:   The priority sets the order in which rooms will be presented to the Room Attendant using the REX device. Higher priority rooms will be prompted first. A Rush Room will add even more points so it will be pushed to the top of the queue (list) when the current room is completed.

  

FAQ:   How do I Rush a Room?

REX:   There are several ways to rush a room, depending where you are in REX:

Room Assignment Console:

1.     Highlight the desired room

       Right-click to get the pop-up menu

       Select Rush Room

2.     Double-click on the desired room. A pane will open in the lower portion of the display.

       On the Details tab, find Room Rush

       Select 'Yes'

       Click OK

Rush Room Console, you can elect to Rush a room based on a room number or room type:

1.     By Room Number:

       Click Add

       Select the 'By Room Number' radio button

       Key in the room number

       Click OK

2.     By Room Type:

       Click Add

       Select the 'By Room Type' radio button

       Select the desired room type from the dropdown

       Click OK

FAQ:   How does Rush By Room Type work?

REX:   Rushing by room type allows users to rush by a room category such as King Deluxe, Villa, Condo, etc

When selecting Rush by Room Type, REX will prompt the next available requested room type regardless of its location in the hotel to the first available attendant. This way the customer is given the next available room in that room category and does not have to wait for a particular room number.

 

FAQ:   How do I know where a Room Attendant is currently located?

REX:   There are a couple of ways to determine where the room attendant is or if they are on break:

From the AM/PM Room Assignment console:

       Select the name of the Room Attendant from the Assig. Room Attendant list (upper right)

       Press 'Apply Filter'

       Check the Service Status

   In the screenshot below, the Room Attendant has started cleaning Room 0765.

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       On Break:

   Select a Room Attendant from the Assig. Room Attendant list

   Click 'Apply'

   Double-click a room entry from the list. A pane will open in the lower portion of the screen (see next screenshot).

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   In the new pane, click on the Room Attendant's name.  Check the status: the Room Attendant is on break.

   Press Esc key

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From the Assign Credits Console:

   Enter Room Attendant's first and/or last name or

   Select Apply filter:

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                 For a list of all Room Attendants:

   Do not enter first/last name

   Click Apply

   Click on Status column header to sort (you may have to click the column header a second time to get the 'Break' status at the top of the list.

FAQ:   What is Autoassign and how does it work?

REX:   This function can significantly expedite the daily room assignment process and is especially useful where Housekeepers/Room Attendants are always assigned the same section of rooms.

       This feature will only function for assignments where rooms belong to sections.  If a room needing an assignment does not belong to a section, it will not be assigned. 

       The same logic also applies to available Room Attendants.  If an attendant does not belong to a section, he/she will not receive assignments.

   REX will assign attendants with status "Available" who belong to the same section as a room.  If there is more than one available person in a section, REX will assign to the first person alphabetically by last name

       Rooms considered for auto-assign must have a clean status of DIRTY

   Only rooms with one of the following status are included:

       Awaiting Service

       DND

       Return Later

       Stopped

       Service Refused

       To Be Inspected

       Vacant Clean

       Cleaning Started

       Inspected

       Late Service

       REX will not assign any rooms having a status of

       Clean

       Out of Order

       Pick-Up

 

To Autoassign Rooms:

       Click the Assign Credits Console

       Deselect available only and click apply filter

       Highlight All attendants right click, select available.

       Highlight attendants which are off for the day, right click, select break.

       Make sure the correct available attendants are associated to their section.

       Click the Room Assignment AM console

       Apply Filter

       Click the Autoassign button

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  REX will prompt for confirmation of autoassign, select OK
 

 

 

 

 

 

REX Console - Data Management

 

FAQ:   What are Sections?

REX:   Housekeeping sections define a grouping of guestrooms. Sections are not required in REX except if using the auto-assign option. Room sections can be modified and/or deleted as necessary in Manage Sections under Data Management. Using sections permits:

       Easy filtering in the Room Assignments console

       Quick assigning for Room Attendants

       Generating filtered reports

       Must use if Autoassign is used

 

FAQ:   How do I set up a section?

REX:   Under Data Management

       Manage Sections

       Select New

       Create a section Name

       Select the rooms to be included in this section(rooms may NOT belong to more than one section)

       Select a Room Attendant to be associated with the section (Note: this is NOT a requirement unless using autoassign). A Room Attendant can only belong to one section.

   When more than one room attendant belongs

       Click OK

 

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FAQ:   How do I change credits assigned to a room?

REX:   Under Data Management

       Click Room Credits

       Scroll to find desired room

       Once a room is highlighted double-click to open

       Make changes as necessary

       Click 'OK'

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FAQ:   How do I set up Floors or Towers?

REX:   The configuration of Floors and towers is currently handled by MTech. They cannot be created within the REX or HotSOS console. Contact Support@m-tech.com to inquire about putting these in place.

 

FAQ:   What is threshold and what does threshold do?

REX:   Threshold is a numeric value added to ensure the Room Attendant remains on the same section/floor/tower, unless the difference of the value of the next assigned room exceeds the rooms in the current location.  It is to maintain geographic efficiency and logic based on the section/floor/tower the Room Attendant is servicing.

For example: 

A Room Attendant is assigned rooms for the 3rd and 4th floor. They begin work cleaning on the 3rd floor.  If the floor threshold is set to 100 points, then they will not move from the third floor unless another room is 100 points greater than the highest priority on the current floor.  

 

In the case a room on the 4th floor is rushed and its points equal 300, REX will prompt this as the next room. The Room Attendant will then stay on the 4th floor, as long as no other room on the third floor is greater than 400 points (300 highest priority on 4th floor + 100 threshold points). 

 

FAQ:   How do I set the threshold?

REX:   Under Data Management:

       Click on Settings

       Scroll to Threshold (bottom of settings)

       Enter value as desired

       Click 'Save'

 

 

FAQ:   Is there a way to set and/or adjust the start time for AM and PM shifts?

REX:   REX offers hotels the ability to adjust the morning and afternoon shift start times. Found under

Settings, all point values listed within AM Settings will be in effect between the AM Shift Start Time to the

PM Shift Start Time. All point values in the PM Settings are in effect between the PM Shift

Start Time to the AM Start Time. 

 

NOTE: The ability to provide separate point values depending on the time of the day allows the property to prioritize different services that would not normally be urgent at another time. For example, rooms with the Due In/Checked Out task may be regarded more important in the morning and so have more priority points. In the evening, however, a room with the Stay Over task still pending from the morning shift can be viewed needing service very soon; and so it will have more priority points in the PM applied.

 

To set/adjust the AM/PM Shift Start time

Under Data Management

       Settings

   AM/PM Settings

   Find the entry for Shift Start Time

-  Set the AM Shift Setting – be sure to select AM

-  Set the PM Shift Setting – be sure to select PM

   Click 'Save'

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FAQ:   What are Credit Rules?

REX:   Credit Rules provide the ability to manipulate the goal credits based on the amount of Departures, Floors and/or Stay Over services. This practice,   takes into consideration the time spent moving between multiple floors and/or the amount of time different tasks require (i.e. a Departure

Clean typically takes longer to complete than a Stay Over Clean). With credit rules in place, REX adjusts the goal credits of an attendant as the credit rules apply. .

 

FAQ:   How do I add Credit Rules?

REX:   Credit Rules can be found under Data Management. When adding credit rules, the user selects:

       A numeric value

       A parameter from the dropdown menu

   Departures

   Floors

   Stay Overs

       Add or Subtract and another numeric value to update goal credits.

Continue to add (+) more credit rules as needed.

 

The example below illustrates a credit rule set up to have REX subtract three (3) goal credits when a Room Attendant is assigned at least seven departures.

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FAQ:   How do I make the list of rooms assigned to a Room Attendant available to them on their REX devices?

REX:   For some hotels it is common practice to provide a room list to the Room Attendants. This list can be made available on REX devices. To set up this optional feature:

Under Data Management

       Settings console

   Other Settings

-  Screen Appearance. When 'Room List Screen' is set to Show, REX will present a room list to all Room Attendants. Each Room Attendant will see only their assigned rooms.

 

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FAQ:   Where does the Welcome Message get set up and how can I change it?

REX:   The Welcome Message appears on each REX device immediately after login. It is used to relay daily information directly to Room Attendant and is easily set up and modified as needed.

Under Data Management

       Settings console

   Other Settings

-  Welcome Message:

       Key in the desired message

  

On REX Device the Welcome Message will look like this:

 

 

FAQ:   How do I set up to display the Welcome Message?

REX:   If you decide to display the Welcome Message on the REX device:

Under Data Management:

       Settings console

   Other Settings

-  Welcome Screen. Select the desired option:

       Show

       Don't Show

       Show with room list

 

FAQ:   I need to get a message to a Room Attendant, how can I do this?

REX:   In HotSOS (not REX), under Operations/Send Message

In the Send Message dialogue box

       Select Person to receive this message

       Add message

       Click 'OK' to send

NOTE:  This feature does not record any information so there will be no historical tracking

 

Message on Recipient's device:

 

FAQ:   Is there a way Room Attendants can notify someone if they need assistance? How do I set this up?

REX:   Under Data Management/Settings/Other Settings:

 

  Select Assistance Notification box.

  Enter an email address

   Multiple emails can be entered. Separate with a semi-colon (;).

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Once activated, the Room Attendant will have on the device a 'Request Assistance' button:

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When Request Assistance is tapped/selected:

  An email will be sent to the email address entered.

  The Room Attendant will be returned to the PIN screen on the device

  The Room Assignment will be Stopped.

 

FAQ:   What will the email look like? How much information will be sent?

REX:   The email will include:

Subject Line: Assistance Request

  Name of the room attendant

  Current Room: the room where attendant pressed the Assist Button

  Floor number of the room: If none defined in REX, there will be a dash (-)

  Section associated with the room: If none defined in REX, there will be a dash (-)

  Time service began in the room

  Last room serviced by attendant: If this is the first room the Room Attendant services, there will be a dash (-)

  Next scheduled room to be serviced by the attendant: If this is the last room the Room Attendant services, there will be a dash (-)

  Time and date the Assist Button was pressed

 

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NOTE: Should the room attendant press the Request Assistance button for his/her first room, the email will list a dash (-) as the last room (since no room was serviced by the attendant yet).

 

NOTE: If the room attendant presses the Request Assistance button for his/her last room, the email will a dash (-) as the next room.

 

NOTE: Should the current room have no floor and/or section configured in REX, the email will display a dash (-) for that respective field

 

 

 

 

REX DEVICE:

 

FAQ:   There are issues missing or there are issues on the REX device we don't use. How can an issue be added and available on the REX device or removed?

REX:   This will require someone with a HotSOS Login and the roll of Unit Job Manager to add/remove the necessary issues to the correct REX Template standard.

 

FAQ:   We don't use one or more of the icons. Can we customize the icons to meet our needs?

REX:   The icon names may be modified, but the picture on the button cannot be changed. To change the name, you will need someone with a HotSOS login and the role of Unit Job Manager.

       Login to HotSOS

       Go to Data Management/Standards table.

       Double-click the desired REX standard

       Change the name to reflect what the standard reference, for example, instead of AC the new name might be VIP Services or In-Room Dining.

       Highlight desired issues in the Issues List (right-hand side) and 'Add' them to the Selected List (left-hand side).

 

FAQ:   How does Return Later work?

REX:   When a guest asks the Room Attendant to return later, the Room Attendant, using the REX device, selects Return Later and then chooses the desired elapsed time. When the time has elapsed, REX will logically place the room back into the queue.   When rooms of higher priority have been completed or nearby location have been prompted, the Return Later room will come up on the REX device.

 

FAQ:   Once the DND option is selected using the REX device, how long will it be for a room to come back into the queue of rooms assigned?

REX:   DND rooms will come back in 1 hour; however, they will queue after rooms of higher priority.

 

 

FAQ:   How does STOP work?

REX:   Stopping a room in REX means the Room Attendant have encountered a situation whereby they cannot complete the room (that is, selecting either 'Occupied Clean' or 'Vacant Clean'). For Example, it may be part of the housekeeping procedures that no room is to be completed unless everything is in its place, including such things as amenities or special linens. Or perhaps, there is an Engineering issue such as a bathroom sink or shower leak, in which case, the Room Attendant will want to wait until the Engineers are finished with the task at hand prior to completing the room.

 

Pressing the STOP button on the REX device will give the Room Attendant the opportunity to choose to return later and select the desired elapsed time and/or report a problem. Once Stop is selected, REX will so note on the History tab of the room service. When the elapsed time is selected, the Room Assignment Console will be updated to reflect the applicable return time. The next room to be serviced will be displayed on the REX device.

 

It is important to note if the Room Attendant wishes to both report a problem and set a time to return to the room, there is a specific order in which these tasks must be performed on the REX device to have all options processed:

 

       Stop

       ? Request – Report a Problem

       Return Later – Select the desired time

                 

Selecting the Back key (upper left of screen), returns the user to   the previous screen in the event Stop is accidently selected.  This permits the Room Attendant to continue in the room until finished.

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FAQ:   How do I report a problem using the REX?

REX:   From the REX device, select '? Request'. This option permits you to create a service order for items found in the guestroom that could impact the guest stay, such as the TV not working, a duvet cover torn or lights not working.

                 

       Select the "? Request" button

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       Select the icon best representing the request

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       Select Issue

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       Service Order is created

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FAQ:   How do I update the room list that is presented with the Welcome Screen on the REX Device?

REX:   When enabled, the REX Welcome Screen and Room List will appear after login, the room list provides Room Attendants the opportunity to update the assigned rooms whether they are available for service or not.

 

The Room Attendant can, In addition to making no change, choose one of the following options by tapping the dark, blank box beside the room number repeatedly until the desired status appears.

 

       Available: Room receives additional priority points based on the value found in the "Guest not in room" field (within the Settingsconsole).

       Occupied: Rooms assigned as occupied receive no additional priority points.

       Service Refused: This assignment updates a room's service status to service refused.

       DND: This assignment updates a room's service status to Do Not Disturb.

       Blank: REX will apply no changes to a room left with no response.

 

Once a Room Attendant has finished updating and reviewing all rooms, he/she proceeds with work by selecting Start, located in the upper right corner.

 

FAQ:   How do I read the room list on my REX device? What do the different icons on the entries mean?

REX:   The Room list is divided into sections:

       Pending List: All assigned rooms yet to be visited by the Room Attendant appear here. The Room Attendant can only select the room shaded in green. The other rooms (in orange) are listed to inform the attendant which rooms are coming up.

       On Hold: These rooms shaded in yellow indicate the Room Attendant needs to revisit at a later time. A room with no icon on the left means it is a late service. When these rooms become available for service, REX removes them from the On Hold list and returns them to Pending. They are sorted in the list depending on priority.

       Completed: Rooms in the Completed portion of the room list were serviced by the attendant.

 

Note: Refused Services will not appear anywhere in this list         

IconWhere it AppearsWhat it Means
 Device – REX Room List 'Pending'Room is a Departure Clean
Device – REX Room List 'On Hold'Room is DND (Do Not Disturb)
Device – REX Room List 'On Hold'Return Later (15min-6hours) 
Device – REX Room List 'On Hold'Servicing the room was stopped due to a problem  in the room
Device – REX Room List 'Completed'Room Cleaned
  Device – At Top of REX Room List – And Many Screens in REXRoom Available to CleanGuest Wants Service

 

FAQ:   Does the little dog at the top of many REX device screens do anything, if so, what?

REX:   When the REX dog iconis present at the top of REX Device screen, it can be used by the Room Attendant to submit a room status change to 'Room Available To Clean' or to indicate a Guest Wants Service.

 

On the REX Device screen:

       Tap the REX dog

       Select the desired action:

   Room Available to Clean (permits the Room Attendant to change the service status of a room)

   Guest Wants Service (adds priority points in Settings/AM Settings/PM Settings/Guest Wants Service so the room will move toward the top of the list of room assigned to a Room Attendant)

       Key in the room number, click OK

       Confirm the correct action for the desired room, click OK

 

Either action will change the service status to 'Awaiting Service' (even if the room was in 'Vacant Cleaned' or 'Occupied Clean' status.

Guest Wants Service will apply additional points to the room's priority points moving the room closer in line to be done.

 

FAQ:   On the REX device, what do the buttons, 'Vacant Clean' and 'Occupied Clean' do?

REX:   REX sends the property management system clean status only. Should a Room Attendant select an occupied room as Vacant Clean for a guest who has left, but not checked out (Departure day), REX will then send an email to the address listed in the Settings console ('Guest Left with Luggage').In addition to changing the clean status to clean, REX will also list Vacant Clean or Occupied Clean in the service status column    .

                 

 

 

 

REPORTS IN REX

 

FAQ:   What are the REX Reports and how do I run reports in REX?

REX:   REX has numerous reports, each with its own set of selection criteria to assist you in getting just what is needed. Here is a chart of the reports and what each will tell you.

 

Name of Report

What it will tell you

Action Log Report

This report will provide all actions in REX over the course of the selected timeframe (by both Room Attendant and REX Manager). There are multiple sort options:

   Acton Date/Time

   Room #

   Room Attendant

   Action

Guest Room Assignments Report

This report is designed to view real-time data for today only.  Break down to show:  Room Number, Room Status, VIP Status, Guest Name (including the arrival date), Arrival Time, RA Assigned.

The report selection options:

   Rooms From

   Rooms To

   Floor

   Section

   Tower

   Unassigned Rooms Only

   Assigned Rooms Only

   Dirty Rooms Only

   Credit

   Task

-   All

-   No Task

-   Departure Clean

-   Stayover Clean

-   Touch Up

-   Turndown

   Room Attendant

-   All

-   Select individual Room Attendant name

   Service Status

-   All

-   Awaiting Service

-   Service Refused

-   DND (No Not Disturb)

-   Return Later

-   Cleaning Started

-   Late Service

-   Stopped

-   Inspected

-   Vacant Cleaned

-   Occupied Cleaned

   VIP

-   Enter VIP status as it is in the PMS system

   Group By

-   Do Not Group

-   Room Status

-   Room Status – Condensed

-   Res Status

   Sort By

-   Room

-   Room Priority

Housekeeper Activity Report

This report provides information based on the chronological activity of the Room Attendant reflecting the actions they performed via their device. This report can be run for All Housekeepers/Room Attendants or a specific Room Attendant may be selected.

Housekeeper Log Report

Based on the Room Attendant, this report gives:

   Average Time in a room

   On break

   Idle time

As well as the number of

   DND

   No Service

   Credits Cleaned

   Bought

   Issues

The report gives grand totals and averages

REX Distribution Trend Report

Graph reflecting DND, Return Later and No Service for specified hours within:

   Day,

   Week

   Month

   Year

For either:

   Initial Responses

   Recurring Responses

REX Room Discrepancy Report

This is a real-time report that lists any discrepancies currently in the system and has four sort options:

   Room

   Room Attendant

   Service Status

   Task

The report contains five columns:

   Room attendant’s name

   Room number

   Time the attendant completed servicing the room

   Service Status

   Task

Because the report is real-time, there are no date range filters available.

 

Information on this report requires further investigation and/or correction. This might be a task for the Housekeeping Coordinator or the Supervisors.

 

Example:

A guest room listed as a Stay Over Clean but the Room Attendant selects Vacant Clean, will appear in the report, as  that indicates a discrepancy between what the Front Desk has in the PMS system and what Housekeeping sees in the room.

 

A guest room appearing as a Departure Clean yet updated by the Room Attendant as Occupied Clean, suggests the room continues to be occupied and also requires further verification.

Rush Room Log Report

This report provides current real-time status on rooms that have been rushed.

   Room Attendant

   Section

   Tower

   Floor

   Group By

-   Guest Room

-   Room Attendant

-   Section

-   Time Rushed

 

Room Cleaned Trend Report

The report helps determine which rooms were cleaned on a trending basis.  It helps the customer address the questions at what time are rooms getting cleaned.  Based on REX, housekeepers should be able to clean vacant rooms earlier.

   Date From

   Date To

   Hour From

   Hour To

   Section

   Room Attendant

   Distribution Period:

-   Day

-   Week

-   Month

-   Year

   Operation Time Zone (ensure the correct time zone for your property. If incorrect, contact support@m-tech.com)

Supervisor Summary Report

The purpose of this report is to give supervisors information on what rooms are assigned to whom and how many credits towards goal a Room Attendant has.

 

This report is designed to view real-time data for today only. 

The report selection options:

   Room Range Start

   Room Range End

   Section

   Dirty Only

   Task

   Room Attendant

   Service Status

Report is in alphabetical order by Room Attendant’s last name and has the following fields

   Room Attendant's Name 

   Goal Credits

   Assigned Credits

   Sections (name of section that Room Attendant is associated with)

   Assigned Rooms

NOTE:  Though the report does not show Room Clean Status, Tasks or Service Status if  the one of the following options is selected, the report will only show results meeting the selected criteria:

   Dirty Only

   Task

   Service Status

Today Room Assignments Report

This report lists the room assignments/status for the current day. Group By Options:

   Do Not Group

   Attendant

   Room Status

   Res Status (Reservation Status)

 

 

 

 

  


 

To run reports:

       Select the desired report

       Select the applicable criteria: Dates, Room Range, Room Attendant, etc.

       Select the Sort or Group By Criteria if desired

       Click on the Show button

Once the report is rendered, you have the option to Select a format and export to your desktop or documents:

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GLOSSARY OF TERMS:

Checked In

The current guest has checked in to the room the same day

Checked Out

The in-house guest has checked out

Credits

Credits identify how many tasks will be assigned to a Room Attendant.

Departure Clean

This task is applied to rooms checked out or on due out status.

Due In

Guestroom is pre-assigned to guest on arrival (no current guest is checked in)

Due In/Checked Out

The previous guest has checked out and another is pre-assigned to that room

Due Out

Current guest is due to check out that day

Due Out/In

Current guest is due to check out; another guest is pre-assigned for the that room

Make Up

The room has not been slept in however a guest has used the room and minor service is needed

Rush Room

A guest has arrived and is waiting to check in to their room

Stay Over

An in-house guest

Stay Over Clean

These are occupied guestrooms with a continuing reservation

Touch Up

This task describes rooms with an in-house guest or a clean room that may have been slightly used (such as a guest did not like the room upon check in and requested a room move).

Turn Down

This task is typically for rooms checked in the same day to a clean room or those rooms actually flagged for Turn Down.