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It is intended to guide you through how to use most functionality in the Property Management System. How this This manual follows the design of the Opera modules in addition to several supplemental management chapters. Introduction 2.
Reservations 3. Front Desk 4. Cashiering 5. Rooms Management-Housekeeping 6. Accounting 7. Miscellaneous 8. End of Day-Night Audit 9. Groups Commissions Packages User Management Rate-Revenue Management When you need to check on a process or look up additional information there are several additional resources available that can answer your questions quickly and easily.
Hyperlinks Hyperlinks appear in the electronic version of this Training Guide: Table of Contents Hyperlink Clicking an item in the Table of Contents navigates you to that page of the document. After reviewing the information, you can click the header of each chapter to go back to the Table of Contents.
Should you require additional CDs, you may purchase them by sending an email to eLearning micros. Training This workbook, used during the Opera installation is a valuable tool to use when training your new employees.
After they have completed the Opera E-Learning Activity CDs they may then take manager-guided training via the Workbook, which Workbook reinforces and builds on the topics learned in eLearning. This Workbook offers activities to be performed live in the Opera system using your Training schema. Please become familiar with these symbols, as they will play an important part in your understanding of the content in this guide. Though there are many ways to perform most functions in Suggestions the system, it is our suggestion that you follow this practice for maximum system performance.
This symbol can also a suggestion or process that is directly related to providing your guests with the highest level of service and satisfaction possible. This symbol can also indicate operational suggestion or key factor that increases the profitability of your property and will help you to maximize revenue production. Extremely Information highlighted by this symbol is extremely important; you will want to focus on and review this information carefully.
As you may or may not know, we present information in software system documentation in specific ways to assist you with quickly recognizing and performing tasks. Press a Key As you probably know, there are three primary ways to give commands and make the software perform in a certain way: - Click the Mouse - 1. Pressing a key on the keyboard 2. Placing the cursor in a particular place on the screen and clicking the mouse Select a 3.
Placing the mouse cursor on a button that appears on the screen and then Button clicking the mouse. In this Guide, if we instruct to press a key, the name of that key will be presented bold type. Example: Press the F1 key to access Online Help. Likewise, if you are to place the cursor at a particular point on the screen, or on a particular button that appears on the screen and then click the mouse to perform the operation, the name of the operation you are performing is also printed in bold type.
Examples: Select OK to save. Click in the Name field, enter the guest last name and select Search. Screens The system organizes software tasks on screens that appear on the monitor. When instructions refer to a specific screen, the screen name appears in capital letters and in bold text. Fields A field is an area of a screen where you are asked to enter information i. In this guide, references to fields also appear in bold text. Example: Enter the Block Code you wish to search for and select Search.
In cases where there are multiple steps required for you to perform a task Steps within the system, they are numbered. Example: Follow the steps below to edit a reservation: 1. Once you locate the reservation, select Edit. Make any modifications you wish and choose OK to save changes.
Profiles allow us to serve our guests each time they return to the hotel in a more efficient manner. Every reservation must have an individual or guest profile attached to it. Profiles can be simple, with a first and last name and address only, or complex with preferences and notes.
Profiles also simplify and speed up the reservation process because we already have the guest, company, or travel agent information on file. The screens for each profile type look similar but are different in the fields they contain.
Every reservation must have an individual profile. All revenue and contributions for each individual reservation track through the individual profile. Company profiles track production statistics, are used for direct bill charge routing, for indicating negotiated rates and many other reasons.
AR numbers often exists on company profiles for direct billing purposes. Negotiated rates also link to company profiles. Source profiles track the volume of bookings a caller makes. While contacts may not be hotel guests, it is useful to register their addresses and telephone numbers for soliciting future group business.
Group profiles link reservations to groups. They also assist in routing charges and tracking production per group. The Group profile creates when the Group Business Block creates. Most frequently, Group profiles track contracted business and room night production. Travel Agent profiles are used to pay commissions and for tracking production statistics by travel agency. Search 1. Enter the last name in the Name field and choose the profile type desired from the View By field.
Partial entries in the search criteria return a great number of results. Highlight the desired profile and open it by double clicking on the profile or by selecting Edit. New Individual Profile 2. Choose Individual profile and select OK.
To add multiple addresses or telephone numbers, select the ellipsis button to the right of the field. Select OK to save your entries and create the profile. Company, Travel Agent, or Source , many of the same steps used in creating an Individual profiles apply; however, some New fields are different.
Company, 1. Travel Agent, or Source Profile 2. Enter Account, Address, and Communications. To add multiple addresses or telephone numbers, choose on the ellipsis button to the right of the field.
If this is a Company profile, enter their Corp. ID number in the field indicated. Select OK to save the profile. Owner designates person within the hotel that is responsible for the account. This is typically the sales agent. Select Edit to open the profile. The database of profile information is specific to your hotel. Check the Restricted field to indicate the account is on a restricted list and enter a Rule in the field.
If you select this option, when settling a folio to this account or attaching this profile to a reservation the message you type in here displays to the user. Your hotel policy determines how to handle restricted accounts. Use the Language down arrow to choose the preferred language for this profile. You must have user permission to create AR accounts. Select OK to return to the main profile screen. Attachment Attachments allow you to select and create file attachments to the profile for mail merges and other possibilities.
To attach a file: 1. Highlight the profile and select Edit. Select Options. Select Attachment. Select New to add an attachment or Open to open an existing attachment. Select Merge to merge existing attachments such as two welcome letters into one.
Select Close to return to the profile. To view changes on a profile: 1. Select Changes. NOTE: Updates made to the profile list in descending order. Select Close after investigating to return to the profile. Once information has been entered here, it can be quickly be accessed from other areas of OPERA such as reservations, billing, accounts receivable, and elsewhere.
To attach a credit card to a profile: 1. Select Credit Cards. Select New to add credit card information to the profile 6. Select Edit to change existing credit information. Delete removes the highlighted credit card information from the profile. Click the drop down arrow next to the Card Type field and select the appropriate credit card type i.
Visa, American Express, MasterCard. Enter the Credit Card Number. Enter the Expiration Date on the card. Enter the Name on Card as it appears on the face of the credit card. Select OK to save. OPERA prompts the user to confirm before removing the profile from the database. NOTE: We do not suggest deleting profiles as statistical and revenue information stored about that profile is lost.
A better suggestion is to make the profile inactive. To view future reservations on a profile: 1. Select Future. NOTE: Each future reservation for the profile lists in ascending order. Select History. Select Stay Info. NOTE: The Revenue option is only available if the hotel has defined specific buckets for areas of revenue displayable in this area.
Records are also included for turn ways associated with the guest. If no memberships apply to this profile, the button does not display.
Duplicate profiles commonly exist for one guest within the system. The Merge option eliminates duplicate profiles and merges their history together. To merge two or more guest profiles together: 1. NOTE: The profile that the merge initiates from becomes the master. The second profile merges into the master. Select Merge. Select Merge to merge the profiles together and the system merges all information, historical data, revenue, and history together.
In addition, Negotiated Rates speed up the reservation process. Follow the steps below to add a Negotiated Rate to a profile: 1. Select Negotiated Rates. Select New to add a new negotiated rate. Click the drop down arrow next to the Rate Code field. Highlight the desired Rate Code and select OK.
NOTE: If the Rate Code is to remain attached to the profile for infinity, then leave the end date intentionally blank. Select OK to save the Negotiated Rate and return to the profile. To add Notes to a profile, follow the steps below: 1. Select Notes. Select New. Click the drop down arrow next to the Note Type field to select a note type. Highlight the appropriate Note Type and select OK.
Enter a brief synopsis of the note in the Title field. Click in the white text box and enter the note. Preferences entered in the profile apply to every reservation for this guest in future; thus, only save preferences that the guest always requests. To enter a guest preference on a profile: 1. From the profile, select Options. Select Preferences. Highlight the desired Preference Group and select OK. NOTE: Some of the preferences perform certain functions while others simply print on reports.
Examples of Room Features are city view and quiet rooms. Examples of Specials are early check in and late check out. Highlight the desired Preference. To activate the privacy feature on a guest profile: 1. Select Privacy. Choose the options for privacy the guest prefers and enter an Email address if one does not already exist on the profile. NOTE: Email displays or allows the entry of the primary email address for the guest.
An email address appears if one exists already on the profile as a method of communication. NOTE: The promotional information field is the place where a guest choice to opt out can be recorded. In addition, when a relationship is set up between profiles, one profile can share negotiated rates with another by virtue of their relationship.
To create a new relationship between profiles: 1. Select Options and Relationships. The following screen appears: 3. Choose the profile type you wish to create a relationship with for the current profile and select OK. If none exists, create a New profile. NOTE: To add multiple relationships, continue this process for each profile you wish to relate to this profile. Once you have completed adding all Relationships, select OK to return to the main profile.
In addition, there is instruction on the many options for reservations that we may use to better serve our guests. New Begin a reservation with a rate and availability search. Follow the steps below to perform a Rate Query. Reservation with Rate Query 1. Alternately, you may press the F7 function key to being a new reservation.
To search for general rate availability, pre-qualify the guest by at least enter the following criteria: 2. Enter an Arrival date and number of Nights. Either enter the last Name of the existing profile or select New to create a new profile.
Once you have completed all search criteria, select OK to see the results of your query. Along the top of the screen are the Room Types, while Rate Codes list along the left side. In the center of the grid are actual Rates. Selecting a cell within the grid displays Rate and Room Type information in the gray box in the bottom right-hand corner of the screen.
If no inventory items exist for the Rate Code selected, then the availability screens for all items in inventory defaults to the reservation request date. Waitlist: Records a waitlist reservation when the desired rate is not available and the prospective guest wishes to be notified if the rate becomes available. Rate Info: Displays the room rates, package rates, and taxes per night in more detail.
Analyze: Rate Restrictions placed on the rates or room types during the stay request i. Long Info: Additional information regarding the Rate Code, configurable by the hotel, with in-depth text explanations of the rate. Turnaways: Logs the reservation call as a Turnaway for statistical purposes to track denials and regrets.
Scope: returns you to the Rate Query screen to input new dates or requirements. Close: closes the Rate Query Details screen 8. After making a Rate and Room selection within the grid, select OK to move forward with the reservation. Complete all the necessary fields using proper capitalization and punctuation. Type, etc. The field defaults to 1. If, for example, the guest requires 2 rooms, enter 2 in this field for one reservation, two rooms, same confirmation number. All rooms will be of the same room type.
Alternatively, if the guest requires more than one room with separate confirmation numbers, see the Add On feature in the Reservation Options later in this chapter. Click the drop down arrow next to this field to change the preferred room type.
Type field changes, this field should remain the original room type booked and quoted to the guest. This must populate at check in but may also to pre-block a room during the reservation process. To view multiple rates or rate changes during the stay, select the ellipsis button next to this field. We cover fixing rates on reservations in detail later in this chapter Block Code: Populates if the reservation is part of a group or business block.
Source: The source tracks how the hotel received this reservation i. Type: The method by which the guest intends to guarantee the reservation i. Credit Card, 6pm Courtesy Hold for arrival. Payment: Records the method of payment to guarantee the reservation i. Visa, American Express, Cash. To change the method of payment, click the drop down arrow next to this field. To add more than one form of payment, select the ellipsis button to enter multiple payments.
Below is an example of a multiple payment method window: Within this window, you may also set specific authorization rules for each payment type. Credit Card No.
In addition, if a credit card number exists on the guest profile, an additional window displays asking if you would like to use the card number on file.
OPERA validates expiration dates for future dates only. If one reservation record has multiple confirmation numbers or CRS reference numbers, you may view these by selecting the ellipsis button next to this field. Note that the Rate field display changes with a discount entry. Reason: Indicates a reason for applying a rate discount. Click the drop down arrow next to this field to update the reason for offering a discount on the rate. A single click on this lamp displays the comments entered.
Item Inv. Typically, Cash is the only form of payment that defaults with the No Post flag. Credit forms of payment authorize for incidentals and allow the guests to post charges to their rooms.
To restrict a guest from consuming charges, select this check box. Print Rate: Checking this box indicates that the Rate field on the reservation populates on any collateral printed for the guest i. Registration Card. To prevent a rate from printing, deselect this option.
To disable, deselect this option. Tax Type: Identifies whether the guest pays all taxes or is exempt some or all taxes. The default value is for the guest to pay all taxes — to change this particular reservation, click the drop down arrow next to this field and choose an alternate tax type.
Below is an example of this screen: All fields default from the reservation request except the Turnaway Code field. Simply click on the drop down arrow next to this field to select a reason the reservation is turning away. To save, select OK. Select OK to the confirmation number. Select Close to finish the reservation.
From the main menu, select Reservations and Update Reservation. Select Advanced for more options to search for reservations.
Fields surrounded by the yellow box indicate fields to enter search criteria. Search for a guest reservation using any of the search fields i.
Once you enter all search criteria, select Search. A list of all reservations that meet that search criteria display in the grid. When making a reservation for a guest for multiple nights with a rate change in effect, follow the steps below: 1. Select the desired rate in the grid and select OK to proceed.
Confirm details of the rate changes with the guest and select Close to proceed. Select OK to proceed with the reservation. In addition, there is a Daily Details lamp in red at the bottom of the screen. This indicates there are details on the daily rates that differ. To review the details of the rate change, click on the ellipsis button next to the Rate field or select the Daily Details lamp at the bottom of the screen.
Select Daily Details. Select Close to return to the reservation screen and complete as usual. To do this, use the Fixed Rate option. Whenever possible, use the correct Rate Code to obtain Reservation the desired rate. Fixed Rate applies the change for the entirety of the guest stay. The best example for using this feature is for a reservation that has a rate change in effect during the stay where you wish to guarantee the rate on the arrival night throughout the guest stay.
You should only use Fixed Rate to fix an arrival rate through the guest stay. Follow the steps below fix a rate on a multi-night reservation to the arrival rate for all nights of the guest stay: 1. Locate the reservation and select Edit to open the reservation.
Click on the ellipsis button next to the Rate field to view the rate information. Highlight the arrival date and select Edit. Enter the last date of the stay in the Update Through field. Modify the Rate amount as necessary. Check the Fixed Rate option. Select OK to save changes. Select OK to close the Daily Details screen. Select OK to save changes and close the reservation. Reservation 2. Edit the reservation. Press tab and a list of similar profiles display.
Choose the desired profile and select OK. If the profile does not exist, select New, complete a new individual profile, and select OK to save. Reservation It is possible to attach multiple profiles and link one of each profile type to a reservation. Travel Agent profiles usually generate commissions while with Multiple Company profiles have Negotiated Rates and authorize the direct billing of Profiles charges. A Group profile automatically attaches to all group reservations for tracking of group productivity.
The Individual profile type is the only profile required no every reservation. However, you may have additional profiles or any combination of additional profiles also attached. Additional profile types that can exist on one reservation are Company, Travel Agent, Group and Source. See the Profiles chapter of this manual for more information on these profile types. Follow the steps below to link another profile to a reservation.
Search for and Edit the reservation. Click on the drop down arrow next to the field of the profile type you wish to add i. Agent, Company, Source, etc. Search for and select an existing profile or choose New to create a new profile. These rates are generally at a confirmed discount off the normal rack or with Negotiated corporate rates and are only available to guests staying on business with that Rate recognized corporate account.
Negotiated Rates are beneficial when performing a Rate Query for a specific company as only the negotiated rates display for that company. Begin a new reservation by selecting F7 or from the main menu, select Reservation, then New Reservation. Enter the Arrival Date, number of Nights, and number of Adults. If not, leave the field blank. Enter the company name in the Company field and click on the drop down arrow next to the field.
This indicates that there is a Negotiated Rate attached to that profile. You can also view the rate in the Rate Code field once you get to the Reservation screen. Highlight the appropriate Company profile and select OK. To display all available rates, uncheck the Negotiated box in the lower left- hand corner. Highlight an available Room Type in the grid and select OK. Complete the reservation as normal. To make an individual Group group reservation, follow the steps below: Reservation 1.
From the main menu, select Reservations and New Reservation. Click the drop down arrow to the right of the Block field in the upper right corner of the screen. A list of all groups in house during the stay dates requested displays. Highlight the correct group.
The rooms available for that appear at the bottom of the screen. Highlight the desired room type and choose Select. Complete the reservation and select OK to save the booking. Since groups contract rates on an individually, group reservations typically do not have Rate Codes.
Cancel a Follow the steps below to cancel a reservation: Reservation 1. Highlight the reservation and select Cancel. Click the drop-down arrow next to the Reason field to enter a reason for the cancellation. Highlight the appropriate reason and select OK. Provide the guest with their cancellation number. Reinstate a Follow the steps below to reinstate a reservation: Reservation 1. From the main menu, select Reservations, then Update Reservation. Search for and locate the cancelled reservation you wish to reinstate.
Highlight the cancelled reservation. Select Reinstate. Make any applicable changes if any to the reservation and select OK to save the reservation. Provide the confirmation number to the guest. To place a reservation on the waitlist while reserving, follow the steps below: 1. Click on the drop down arrow next to the Reasons field and select a reason for placing the reservation on the Waitlist — select OK to save.
Click on the drop down arrow next to Priority to establish the guest in a priority list i. Enter any additional notes or comments in the Description field and select OK.
Complete the reservation as normal explaining to the guest that they do not have a confirmed reservation at this time. NOTE: The Waitlist feature applies group reservations and the group posting master reservation the same as for regular reservations.
You can collect reservation details for a potential guest or posting master , even though you cannot accept the reservation at that time, and place the reservations on the Waitlist. If the occupancy situation changes and you find you can accept the group reservation, find the reservation record and change it to an active reservation. If the room or rate requested by the guest becomes available for the desired stay dates, the reservation can be "accepted" and made active.
To search for an existing reservation on the Waitlist, make it good reservation or to cancel it, follow the steps below: 1. From the main menu, select Reservations and Waitlist. Enter the guests last Name or Conf.
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