RMS | Quest Penrith case study

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Quest Penrith fast-tracks guest check-ins and achieves zero chargebacks with RMS Pay

Zero

disputes or chargebacks, saving time and money

5 min

to process 70 guests' arrival payments

1 day

to train a new staff on RMS

Executive summary

Quest Penrith, a 115-room property in Sydney, partnered with RMS Cloud to streamline check-ins, simplify payments, and enhance guest experience. Facing challenges with manual processes, chargebacks, and onboarding efficiency, the team implemented RMS PAY, the Guest Portal, and a cloud-based PMS. These tools enabled guest-initiated payments, automated check-ins, and rapid staff training.

As a result, Quest Penrith now processes 70 arrivals in under five minutes, has achieved zero chargebacks since 2023, and significantly reduced human error—freeing up staff to focus on delivering exceptional guest service.

Challenges

Check-ins were too manual
Manual processes at the front desk were slowing things down. A more streamlined approach was needed.

Payments were a hurdle
Processing chargebacks and disputes took time and added complexity.

Onboarding needed to be easy
Fast growth means fast training. Onboarding had to be simple. The property management system needed to be intuitive so that new staff could get started quickly and easily.

Quest Penrith

Quest-APAC-2025-7

Solutions

RMS delivered the ideal solution, RMS Pay, combining the right mix of technology, including a cloud-based PMS, integrated partners, and operational tools to elevate Quest Penrith’s guest satisfaction.

Speedy payments
Guests manage their bookings through the online portal and pay securely using Pay By Links. At the front desk, the check-in manual tasks are gone, freeing up time for real guest interactions.

Secure transactions
With RMS Pay, Quest Penrith is PCI-compliant and dispute-free. Guest-initiated payments through the guest portal keep every transaction safe from fraudulent activity.

Quick and easy training
RMS is built for simplicity, making it possible to train new team members in just one day, no hotel experience required. With everything in one place, getting started is quick and seamless.

Results

Implementing RMS with RMS Pay has significantly improved operational efficiency at Quest Penrith, to the point at which they're processing 70 guest arrivals' payments in under 5 minutes. By automating manual processes, they have effectively eliminated human error, leading to a flawless record with 0 chargebacks since the systems were introduced.

The user-friendly design allows new hires to quickly learn and navigate RMS, ensuring a smooth onboarding process and enhancing overall service quality.

Quest Penrith Front Desk

70x

payments processed in less than 5 min

0

chargebacks since launch

1 day

to train new team members on RMS

PCI

Compliant