Sentry SOPs Internal

Explore

Sentry

Pilot (Hospitality) Responsibilities

Groups Involved:

Security & Loss Prevention

Front Desk

Housekeeping

Director of Rooms

Director of Operations

Customer Goals for Pilot:

Allow for better communication between teams when an incident occurs.

Catch incidents while they are active instead of after the fact.

Respond immediately to assess the situation, get a fee if appropriate, or remove guest.

Capture more incidents that would have gone unnoticed until after checkout.

Pilot Preparation (Pre-Sales)

Introductory call with the prospect (Anna)

Follow up calls (1 to 3) to go over the prospect’s general, technical, and pricing questions (Anna, Tim, & Mark)

Confirm shipping address to quote /

invoice⁠

(Anna)

⁠

Pilot Device Estimation Calculator⁠

(Anna)

⁠

Sentry Device Recommendation Calculator⁠

(Anna)

After pilot is confirmed, need to

capture this information⁠

on the front end from IT team (Anna & Tim)

Confirm number of devices requested for Pilot (Anna)

Need to add number of devices that customer owns/purchased in Stripe (Tim)

(This has not been implemented yet)

Account Email & Password

Create customer account and email in Stripe (Tim/Danilo)

Create Sentry app account (Tim/Danilo)

Allow a preferred password Backup WYND password: Wyndsentry1!

Will they connect to their own Wifi network?

If not:

Will they need hotspots?

For an additional cost

Do they have an alternative solution they’d like to use?

VLAN

If so:

Do they have an open network or are they using a WPA2 encrypted password?

What are their network credentials?

SSID

Password

Do we need to provide the Wifi backhaul instructions to their IT department?

List of hotel rooms they would like to test Sentry

Request pictures of the room and/or floorplans (Tim)

Placement of the Sentry devices within the hotel room (Tim)

Will either be on a wall or a flat surface, & determine hidden or visible

How close is the nearest TV or heater/air conditioner?

For decibel adjustment to prevent false positive noise incidents?

Will they require the Wynd Team to install the devices?

If so, we need to work out the estimated hours/cost to install.

If not, send Sentry deployment package.

Pilot Preparation (Deployment/Installation)

Deployment Planning

Review floorplans and map devices (Tim)

Add potential hotspot locations (if needed)

Point out potential issues

Device Provisioning

Provision and send one Sentry to have customer test the device on-site (Danilo)

Capture Device ID and FW version (Danilo)

Send over set up instructions to review ahead of time (Tim)

Pilot Preparation (Post-Sales)

Once the Sentry test device(s) have been delivered:

Schedule onboarding meeting with hospitality customer, IT team (Tim)

Walk through device connection & app capabilities with hospitality customer, IT team (Tim)

Confirm test Sentry setup is complete (Tim)

This call will be used to help determine if we are ready to send the remaining Sentry devices

Provide feedback from the initial onboarding session to WYND team (Tim)

Provision remaining Sentry devices for the pilot (Danilo)

Ship remaining Sentry devices for the pilot (Danilo)

Second onboarding with the leadership team heads (Tim)

Once the IT team is situated, we can train the rest of the team on how to use the Sentry app within their specific groups so that they can best work together (Tim)

Follow up to see if any additional questions via email (Tim)

Confirm pilot install date with prospect (Anna)

Share pilot install date & details with WYND team (Tim)

Pilot Deployment, if in-person assistance was requested:

WYND team members show how Sentry devices will be paired & installed on site (Danilo & Tim)

Provide written feedback to the WYND team after the deployment via debrief (Danilo)

Schedule debrief meeting to go over the deployment (Danilo)

Lead the debrief meeting to provide details on the deployment (Danilo)

During Pilot:

On the day of installation, if in-person assistance was NOT requested, make sure a WYND team member is available for over-the-phone assistance (Tim)

Daily updates on the incidents caught from the day before to WYND team within the Sentry pilot Slack channel (Tim)

Provide a weekly report for the prospect to reference including (Tim):

Number of incidents occurred (Triggered by Sentry, Confirmed by WYND team)

Number of True incidents (Confirmed by Security & Loss Prevention)

Number of chargebacks captured (Confirmed by Front Desk)

Meet once a week with the client to review the incident report & hear customer feedback (Maranda)

Confirm pilot results and speak on the next steps for full launch of Sentry (Mark, Dapo/Hank, Anna, & Maranda)

Internal call to go over full Sentry launch (Mark, Dapo/Hank, Tim, Anna, & Maranda)

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.