Payments, invisible by design
RMS Hospitality Learning Labs series: Episode 7
Join live 17 June 1pm AEST | 17 June 4am BST | 16 June 8pm PST
James MacRae, VP of Payments at RMS, joins us in this episode of Hospitality Learning Labs to get real about the thing quietly making or breaking your guest experience — payments.
Most operators don't think about payments until something goes wrong. The guest disputes a charge. The card on file expired. The surcharge conversation gets awkward at checkout. The deposit never came through. By then, the damage is done.
There's a better way. This session explores what it looks like when your payment infrastructure just works — for your guests, and for your team — without anyone having to think about it.
We'll unpack:
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What the shift away from card surcharging means for your bottom line, and how to respond
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Why digital wallets and Apple Pay aren't just a convenience — they're a conversion and fraud prevention strategy
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How smarter payment scheduling can improve cash flow and reduce no-shows before guests even arrive
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What friendly fraud actually is, why hospitality is so exposed, and what you can do about it
