jeudi 14 janvier 2016

Opera PMS

 OPERA PMS Reference Manual Opera Hotel Edition Version 4.0 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 1  ©2006 MICROS Systems, Inc. All Rights Reserved. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express prior written consent of the publisher. MICROS Systems, Inc. retains the right to update or change the contents of this document without prior notice. MICROS Systems, Inc. assumes no responsibility for the contents of this document. Information in this document is subject to change without notice. MICROS Systems, Inc. makes no warranty of any kind with regard to this material, including but not limited to implied warranties of marketability and fitness for a particular purpose. MICROS Systems, Inc. shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. OPERA is a trademark of MICROS Systems, Inc. On Oracle and the On Oracle logo are trademarks of Oracle Corporation. Suggested additions, deletions, or changes to this document should be addressed to: MICROS Systems, Inc. Hotel Systems Implementations, Training Department 7031 Columbia Gateway Drive Columbia, MD 21046 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 2 Table of Contents CHAPTER 1 - INTRODUCTION 12 Welcome to the OPERA Property Management System 13 How this manual is organized 13 Additional Resources 14 Online Help 14 Hyperlinks 14 eLearning 14 Training Activity Workbook 14 Navigational Aids 15 Operational Suggestions 15 Key Concepts 15 Extremely Important 15 Recognizing Software Terms and Operations 16 Press a Key - Click the Mouse - Select a Button 16 Screens 16 Fields 16 Numbered Steps 17 CHAPTER 2 - PROFILES 18 Profile Introduction 19 Profile Types 19 Profile Search 20 Creating a New Individual Profile 21 Creating a New Company, Travel Agent, or Source Profile 22 Profile Statistics and Information 24 Profile Options Attachment Changes Credit Cards Delete Future History Merge Negotiated Rates Notes Preferences Privacy Relationship CHAPTER 3 - RESERVATIONS ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 3 26 26 27 28 29 29 30 32 33 35 37 40 41 43  New Reservations 45 New Reservation with Rate Query 45 Search and Edit Reservation 57 Multiple Rate Reservation 58 Fixed Rate Reservation 61 Name Change on a Reservation 62 Reservation with Multiple Profiles 64 Reservation with Negotiated Rate 65 Individual Group Reservation 69 Cancel a Reservation 70 Reinstate a Reservation 70 Waitlist a Reservation 72 Reservation Options 75 Accompany-ing Guest 75 Add-On Reservation (Copy) 76 Agent/ Company 77 Alerts 78 Billing 79 Caller Info 79 Cancel 79 Changes 80 Confirmation 81 Credit Cards 82 Delete 82 Deposit/CXL 82 Facility Scheduler 84 Fixed Charges 85 History 86 Housekeeping 86 Locators 87 Messages 88 Package Option 89 Party 89 Privileges 91 Pro-Forma Folio 92 Queue 93 Rate Info 93 Register Card 93 Room Move 94 Routing 95 Shares 100 Traces 104 Track It 105 Waitlist 105 Wake Up Calls 105 Additional Reservation Features 106 Room Plan Floor Plan Batch Confirmations 106 107 108 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 4 Calendar 110 CHAPTER 4 – FRONT DESK 112 Arrivals and Check In 113 Searching for Arrivals 113 Checking In a Guest 116 Checking In a Walk-In Guest 118 Queue Reservations 121 Placing an Arrival into Queue 121 Managing the Queue 123 In House Guests 124 Searching for In-House Guests 124 Editing In-House Guest Records 124 Canceling a Check-In 126 Additional Front Desk Features 128 Accounts – Posting Masters 128 Room Assignment – Individual 129 Room Assignment – Auto 131 Room Assignment – Unassign 133 Messages 134 Traces – Viewing and Resolving 139 Wake Up Calls 140 CHAPTER 5 - CASHIERING 143 Cashiering Basics 145 Understand Debits and Credits 145 Cashier Login 145 Navigating Folios 146 Posting a Charge 147 Transfer Charges to/from Another Room 148 Transfer Charges to/from Another Folio Window 150 Posting Payments 151 Preview, Print, and File a Folio 152 Split a Charge 155 Adjusting a Charge 156 Adjust an Interface or Night Audit Posting 157 Correct / Edit a Charge 158 Guest Refunds and Paid Outs 159 Billing Options Credit Cards Fixed Charges Package Options Phone Details Posting History 160 160 161 161 162 163 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 5 Post Rate Code 164 Privileges 164 Routing 165 Additional Options 165 Check Out 166 Cash Check Out 166 Credit Card Check Out 168 Direct Bill Check Out 170 Settlement and Early Departure 173 Reinstate a Check Out 175 Quick Check Out 176 Scheduled Check Out 177 Cashier Functions 179 Fast Posting 179 Batch Folios 180 Batch Postings 181 Cashier Reports 182 Cashier Status 184 Check Exchange 185 Currency Calculator 186 Currency Exchange 187 Exchange Rates 188 Folio History 190 Deposit / CXL 191 Receipt History 193 Passerby 194 General Cashier 196 Petty Cash 197 Cashier Shift Close 199 Reprint Cashier Reports 202 CHAPTER 6 ROOMS MANAGEMENT - HOUSEKEEPING 203 Rooms Management 205 Overview 205 Housekeeping Management Screen 205 Changing the Status of a Room 207 Viewing Housekeeping Statistics 209 Printing Housekeeping Management Screen 210 Queue Rooms Room Conditions Room Discrepancies Attendant Points Task Assignment Task Assignment Grid Turndown Management Facility Forecast Guest Service Status 211 213 217 218 219 226 227 230 231 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 6 Additional Rooms Management Options 232 Out of Order / Out of Service 232 Room History 235 Overbooking 236 Occupancy Graph 237 Maintenance 238 CHAPTER 7 – ACCOUNTS RECEIVABLE 240 AR Overview 241 AR Pre- Requisites 241 Transfer F/O Data 242 Account Maintenance 244 New AR Account 244 View AR Accounts 246 View and Modify AR Invoice Details 247 Create a New AR Invoice 248 Adjust an AR Invoice 249 Apply an Unallocated Payment 250 Applying Payments to Oldest Invoices or Selectively 251 Apply Payment and Close an Invoice 253 Unapply Payment – Write Off 254 Reverse Payment 255 Compress Invoices 255 Accounting Options 258 Account Setup 258 Aging 259 Close Invoice 259 Fixed Charges 259 Future Resv. 259 AR Notes 260 Post History 261 Pay History 261 Profile 262 Reminders - Individual 262 Statements - Individual 263 Traces 264 Transfer 266 Year View 267 Additional AR Features 268 Research 268 AR Credit Cards 270 Batch Processing Statements 271 Batch Reminders 273 Statement and Reminder History 275 AR Batch Posting AR Detailed Aging Report 275 277 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 7 AR Daily Checklist 278 CHAPTER 8 - MISCELLANEOUS 280 Quick Keys 281 Show Quick Keys 281 F1 – Opera Help 282 Shift F1 – Occupancy Graph 284 Control F1 – Keyboard Shortcuts 285 Shift F2 – Control Panel 286 Control F2 – Detailed Availability 287 F3 – Available Room Search 289 Shift F3 – House Status 290 Control F3 – Room Plan 292 Shift F4 – Inquiry 293 Control F4 – Dashboard 294 F5 – Rate Query 296 Shift F5 - Floor Plan 298 Shift F6 – Quick Book 299 F7 – New Reservation 299 Shift F7 – Telephone Book 299 Control F7 – Telephone Operator 301 F8 – Log Out 302 Shift F8 – Interfaces Submenu 302 Control F8 – Maximum Availability 303 Shift F9 – Function Diary 303 Additional Miscellaneous Features 304 Reports 304 Reports Scheduler 306 Interfaces 309 Change Password 310 Track It – Dashboard 310 Track It – Valet 313 Log Book 315 Registration Cards 316 Advanced Miscellaneous Features 317 Data Extraction 317 Print Tasks 322 User Activity Log 323 Memberships 325 File Export 326 File Download 329 CHAPTER 9 – END OF DAY 330 Overview Pre-Audit Work Running the Audit Post-Audit Work 331 332 335 337 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 8 Reprint Night Audit Reports 338 CHAPTER 10 – BUSINESS BLOCKS - GROUPS 339 Group Basics 341 Business Block vs. Quick Business Block 341 Group Status Codes 341 Group Block Search 344 Inquiry 345 New Block Header 348 Quick Business Block 354 Block Grid 357 Range Rooms to Grid 359 Wash Rooms from Grid 361 Room Type Priorities in Grid 362 Group Block Reservations 363 Group Options 365 Rooming List Rooming List Rooming List Rooming List Room Assign Room Status Check In Group 373 New Posting Master 374 Delete 374 Cut Keys 374 Print Registration Cards 375 366 with Shares 367 Quick Split 370 Import 371 371 372 Block Options 376 Add PM 376 Changes 376 Copy 377 Cutoff 378 Deposit / CXL 378 Notes 379 Item Inventory 379 Shift Date 380 Statistics 381 Custom Tour Series 382 Refresh Rates 383 Wash Schedule 384 Additional Group Features 385 Block Charge Routing 385 Cancel a Group 386 Family Blocks 387 CHAPTER 11 – COMMISSION HANDLING 388 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 9  Commissions Overview 389 Travel Agent Profile Setup 389 Rate Code Setup 391 Commission Research 392 Payment Processing 393 Overview 393 Holding Commission Records 394 Manual Change to Commission 396 Add a Manual Commission Record 398 Commission Payments via File Export 400 Commission Payments via Check Run 402 Commission Reports and Options 404 Payment Activity 405 Register – View Payment Details 405 Register – Reconcile Checks 407 Register – Void Checks 408 Register – Un-Presented Checks 409 Reprint Checks 410 CHAPTER 12 – PACKAGE MANAGEMENT 411 Packages 413 Simple Package Element 413 Advanced Package Element 420 Attaching Package to a Rate 423 Attaching Sell Separate Packages 426 Adjusting Folios with Package Rates 430 CHAPTER 13 – REVENUE MANAGEMENT 431 Rate Codes 433 Rate Code Overview 433 Rate Header - New 434 Rate Header – Options 440 Rate Details - New 442 Rate Details - Options 445 Negotiated Rates - New 445 Negotiated Rates – Options 447 More Tab 448 Rate Tiers 448 Global Rate Update 450 Revenue Management 451 Rate Strategy 451 Rate Availability - View 453 Rate Restrictions 454 Restrictions – Activity vs. Actual 455 Day Type Codes 457 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 10 Event Codes 460 Property Calendar 461 CHAPTER 14 – USER CONFIGURATION 463 Overview 465 Add New Cashier 465 Create a User Name 466 Assign Individual Permissions 470 Unlocking a User 471 Create a New User Group 472 Add Permissions to a User Group 473 Add Users to a User Group 475 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 11 Chapter 1 - Introduction ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 12 Welcome to the OPERA Property Management System How this manual is organized This Reference Manual serves as a reference tool that answers your questions about the use and operation of the Opera Hotel Edition software system. It is intended to guide you through how to use most functionality in the Property Management System. This manual follows the design of the Opera modules in addition to several supplemental management chapters. The manual contains the following chapters: 1. Introduction 2. Reservations 3. Front Desk 4. Cashiering 5. Rooms Management-Housekeeping 6. Accounting 7. Miscellaneous 8. EndofDay-NightAudit 9. Groups 10. Commissions 11. Packages 12. User Management 13. Rate-Revenue Management 14. Index ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 13 Additional Resources Online Help Hyperlinks eLearning Training Activity Workbook While this Manual will be your on-site reference tool, there are a variety of additional resources available to you. 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. When you are actually working in the software, the most quickly accessible resource is the OPERA On-Line Help Function. Pressing the   key displays OPERA’s On-Line Help from any screen in the system. 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. Training of new employees or retraining of current employees may be performed via the Opera eLearning CDs provided during your installation. Should you require additional CDs, you may purchase them by sending an email to eLearning@micros.com. 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 CDs they may then take manager-guided training via the Workbook, which 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. F1 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 14 Navigational Aids Operational Suggestions Key Concepts Extremely Important As you use this manual as your guide to successful Opera PMS software operation, you will notice several symbols that we have created to reinforce and call attention to vital points. Please become familiar with these symbols, as they will play an important part in your understanding of the content in this guide. You will find these aids in the left column of this manual: The compass will direct you to recommendations and “best practices” for software operation. Though there are many ways to perform most functions in 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 represents a “key concept” that is especially important to your overall understanding of the software and its functionality. 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. Information highlighted by this symbol is extremely important; you will want to focus on and review this information carefully. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 15 Recognizing Software Terms and Operations Press a Key - Click the Mouse - Select a Button As you begin your exploration of the OPERA Property Management System, you will find that new terms are quickly entering your vocabulary. 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. As you probably know, there are three primary ways to give commands and make the software perform in a certain way: 1. Pressing a key on the keyboard 2. Placing the cursor in a particular place on the screen and clicking the mouse 3. Placing the mouse cursor on a button that appears on the screen and then 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. 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. Example: From the RATE QUERY DETAILS screen, select.... A field is an area of a screen where you are asked to enter information (i.e. the user Name field). In this guide, references to fields also appear in bold text. Example: Enter the Block Code you wish to search for and select Search. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 16 Screens Fields  Numbered Steps In most cases, each software procedure is broken down into a number of specific steps. In cases where there are multiple steps required for you to perform a task within the system, they are numbered. Example: Follow the steps below to edit a reservation: 1. Locate the reservation using the RESERVATION SEARCH screen. 2. Once you locate the reservation, select Edit. 3. MakeanymodificationsyouwishandchooseOKtosavechanges. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 17 Chapter 2 - Profiles ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 18 Profile Introduction Profile Types Use of Profiles not only provides a way of tracking repeats business but allowing information such as guest preferences remains on guest’s profile. 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. OPERA uses six types of profiles. The screens for each profile type look similar but are different in the fields they contain. All Profiles store names, addresses, and demographic data: Individual profiles contain each guest’s personal information. Every reservation must have an individual profile. All revenue and contributions for each individual reservation track through the individual profile. Making a reservation for a first time guest at your hotel automatically creates a guest’s 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. Source profiles track referrals from Conventions, Visitors Bureaus and Internet Booking Engines. A most common use for Source profiles is Price line, Expedia and Secretary’s Clubs. Contact profiles track meeting planner production and are commonly used if your hotel uses the OPERA Sales and Catering system. 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. Entering the agency’s IATA numbers on the profiles ensure commissions pay directly to the appropriate agency. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 19  Profile Search From the main menu, select Reservations and Profiles. The PROFILE SEARCH screen displays. 1. EnterthelastnameintheNamefieldandchoosetheprofiletypedesired from the View By field. Partial entries in the search criteria return a great number of results. 2. Highlight the desired profile and open it by double clicking on the profile or by selecting Edit. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 20 Creating a New Individual Profile 1. FromthePROFILESEARCHscreen,selectNewtocreateanewprofile. 2. ChooseIndividualprofileandselectOK. 3. Enter guest’s Name, Address, and Communication information. To add multiple addresses or telephone numbers, select the ellipsis button to the right of the field. 4. SelectOKtosaveyourentriesandcreatetheprofile. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 21  Creating a New Company, Travel Agent, or Source Profile When creating an account profile (i.e. Company, Travel Agent, or Source), many of the same steps used in creating an Individual profiles apply; however, some fields are different. 1. FromthePROFILESEARCHscreen,selectNewtocreateanewprofile. 2. ChooseCompany,TravelAgentorSourceprofileandselectOK. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 22  3. Enter Account, Address, and Communications. To add multiple addresses or telephone numbers, choose on the ellipsis button to the right of the field. 4. TheTypefielddesignateswhetherthisisCompany,TravelAgent,orSource profile. 5. IfthisisaTravelAgentprofile,entertheirIATAnumberinthefield indicated. 6. IfthisisaCompanyprofile,entertheirCorp.IDnumberinthefield indicated. 7. SelectOKtosavetheprofile. NOTE: If owner functionality is active, the Owner field is a mandatory field on account profiles. Owner designates person within the hotel that is responsible for the account. This is typically the sales agent. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 23 Profile Statistics and Information STATS & INFO screens (a tab at the top of any profile) displays the following: • Total Guest Stays • Total Guest Revenue • Total No-Show Reservations • Total Canceled Reservations Use the steps below to locate profile statistics and information: 1. FromthePROFILESEARCHscreen,searchforandlocateyourprofile. 2. SelectEdittoopentheprofile. 3. SelecttheStats&Infotabatthetopofthescreen. OPERA displays a summary of all past reservations for the year for this guest or company, as well as a comparison to the previous year’s activity. NOTE: All Profile History is for your hotel only. The database of profile information is specific to your hotel. 4. ChecktheRestrictedfieldtoindicatetheaccountisonarestrictedlistand 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 24  5. UsetheLanguagedownarrowtochoosethepreferredlanguageforthis profile. 6. YoucanalsocreateanARaccountforthecompanybyclickingonthedrop down arrow next to the A/R No. field and completing the SETUP ACCOUNT screen. (You must have user permission to create AR accounts.) NOTE: See the Accounts Receivable chapter of this manual for complete instructions on creating AR accounts. 7. SelectOKtoreturntothemainprofilescreen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 25 Profile Options To view and utilize advanced profile functionality, Edit and select Options. Attachment Attachments allow you to select and create file attachments to the profile for mail merges and other possibilities. To attach a file: 1. LocatetheProfileusingthePROFILESEARCHscreen. 2. HighlighttheprofileandselectEdit. 3. Select Options. 4. Select Attachment. 5. Select New to add an attachment or Open to open an existing attachment. 6. Select Merge to merge existing attachments (such as two welcome letters) into one. 7. SelectClosetoreturntotheprofile. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 26  Changes Changes track all changes and updates made to the profile. To view changes on a profile: 1. LocatetheProfileusingthePROFILESEARCHscreen. 2. HighlighttheprofileandselectEdit. 3. Select Options. 4. Select Changes. NOTE: Updates made to the profile list in descending order. 5. Select Close after investigating to return to the profile. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 27 Credit Cards The Credit Card option allows you to add, edit, and delete credit card information associated with a profile, saving effort and eliminating re-keying errors. 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. LocatetheProfileusingthePROFILESEARCHscreen. 2. HighlighttheprofileandselectEdit. 3. Select Options. 4. Select Credit Cards. 5. SelectNewtoaddcreditcardinformationtotheprofile 6. SelectEdittochangeexistingcreditinformation. 7. Deleteremovesthehighlightedcreditcardinformationfromtheprofile. To enter a new credit card on the CREDIT CARD – NEW screen: 1. ClickthedropdownarrownexttotheCardTypefieldandselectthe appropriate credit card type (i.e. Visa, American Express, MasterCard). 2. Enter the Credit Card Number. 3. Enter the Expiration Date on the card. 4. EntertheNameonCardasitappearsonthefaceofthecreditcard. 5. Select OK to save. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 28  Delete Future The Delete option deletes the profile entirely from the database. 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. The FUTURE RESERVATION screen displays upcoming reservations for a profile and offers the option to add future reservations to any profile. To view future reservations on a profile: 1. LocatetheprofileusingthePROFILESEARCHscreen. 2. HighlighttheprofileandselectEdit. 3. Select Options. 4. Select Future. NOTE: Each future reservation for the profile lists in ascending order. Below are the options available from this screen: • New allows a user to create a new reservation. • Edit displays full reservation details for the highlighted reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 29 History The History option provides past and current reservation information (including turn ways) and a record of how the guest has contributed to your revenue while staying at your properties. To view a guest or account’s history: 1. LocatetheProfileusingthePROFILESEARCHscreen. 2. HighlighttheprofileandselectEdit. 3. Select Options. 4. Select History. 5. Select Stay Info. to review reservations history or Revenue for items purchased during the guest’s stay. NOTE: The Revenue option is only available if the hotel has defined specific buckets for areas of revenue displayable in this area. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 30 STAY INFORMATION Stay History includes records of all reservations — including Reserved, Due In, Checked In, Due Out, Checked Out, No Show, and Cancelled — as of the current business date. Records are also included for turn ways associated with the guest. OPERA offers the following options with this function: • Summary produces the History Summary screen, which shows the profile's reservation and revenue history in year-by-year summary form. • Points produces the MEMBERSHIP POINTS HISTORY screen, showing the number of points per membership that this guest has. If no memberships apply to this profile, the button does not display. • Resv displays a view-only RESERVATION screen for the stay highlighted. • Turnaway displays the TURNAWAY STATISTICS screen for that has logged any reservation attempts from this guest profile that were turned away (including the refusal reason). • View Folio displays the FOLIO HISTORY screen for the highlighted stay. • New produces the RESERVATION HISTORY screen where you can manually enter a history record for this profile. • Edit changes reservation history records added manually. • Delete permanently removes history records (both manual and system- generated) from the system. NOTE: The Points, Resv, and View Folio buttons will not be available on the History screen for manually entered records. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 31  Merge The Merge profile option merges duplicate profiles into one single profile. 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. From the PROFILE screen, select Options. NOTE: The profile that the merge initiates from becomes the master. The second profile merges into the master. 2. Select Merge. 3. SearchfortheprofileyouwouldliketomergeusingthePROFILE SEARCH screen and select OK. The PROFILE MERGE screen opens listing the two profiles, one on the left and one on the right (for comparison purposes). 4. SelectMergetomergetheprofilestogetherandthesystemmergesall information, historical data, revenue, and history together. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 32 Negotiated Rates Negotiated Rates are beneficial when accessing the Rate Query for a specific company since only the negotiated rates display for that company. In addition, Negotiated Rates speed up the reservation process. Follow the steps below to add a Negotiated Rate to a profile: 1. FromthePROFILESEARCHscreen,highlightthedesiredprofileand select Edit. 2. Select Options. 3. Select Negotiated Rates. The NEGOTIATED RATES screen displays any existing negotiated rates associated with the profile. 4. Select New to add a new negotiated rate. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 33 5. ClickthedropdownarrownexttotheRateCodefield. 6. Highlight the desired Rate Code and select OK. 7. Enter a Start Sell Date and End Sell Date. NOTE: If the Rate Code is to remain attached to the profile for infinity, then leave the end date intentionally blank. 8. SelectOKtosavetheNegotiatedRateandreturntotheprofile. NOTE: After attaching the Negotiated Rate, the PROFILE SEARCH screen displays dollar signs ($) in front of the profile name and lists the rate in the Rate Code column. If there is more than one negotiated rate attached, two-dollar signs ($$) appear. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 34  Notes Profile Notes allow you to add general or background information notes about a guest to better accommodate them. To add Notes to a profile, follow the steps below: 1. FromthePROFILESEARCHscreen,highlightthedesiredprofileand select Edit. 2. Select Options. 3. Select Notes. 4. Select New. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 35 5. ClickthedropdownarrownexttotheNoteTypefieldtoselectanote type. NOTE: If you use the Reservation Note type, this note copies into each new reservation for this guest. 6. Highlight the appropriate Note Type and select OK. 7. EnterabriefsynopsisofthenoteintheTitlefield. 8. Click in the white text box and enter the note. 9. Select OK to save and return to the INDIVIDUAL NOTES screen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 36 Preferences The Preferences function enables you to associate likes and dislikes (such as favorite room type, desired room features and floor location, choice of wine and newspaper, etc.) with the current profile, enhancing your service to the guests and companies you do business with. 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. Fromtheprofile,selectOptions. 2. SelectPreferences. 3. Select New. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 37 4. HighlightthedesiredPreferenceGroupandselectOK. NOTE: Some of the preferences perform certain functions while others simply print on reports. Listed below are the explanations of various Preference Groups: • Floor preferences indicate the guests’ desired floor in your hotel and default to the vacant room search during check in. • Interests indicate the guest’s interests in local or hotel amenities such as golf courses, theaters, or citywide events. • Key Options: lists the guest key preferences when making electronic keys for guests • Room Features default to the vacant room search when attempting to locate a room for a guest a check in. Examples of Room Features are city view and quiet rooms. • Smoking defaults to the vacant room search indicating smoking or non- smoking rooms’ availability. • Specials appear on reservations and print on a number of reports to assist both Housekeeping and the Front Desk when preparing a room for a guest. Examples of Specials are early check in and late check out. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 38 After selecting the Preference Group, a list of values belonging to that Preference Group appears allowing you to select the desired Preference Code. 5. HighlightthedesiredPreference. 6. Usingthemouse,placean“X”nexttothedesiredpreferenceandselect OK. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 39 Privacy The Privacy function allows a guest to choose rather they want to receive promotional information, mailings, etc. To activate the privacy feature on a guest profile: 1. Fromtheprofile,selectOptions. 2. Select Privacy. The PROFILE PRIVACY screen displays: 3. ChoosetheoptionsforprivacytheguestprefersandenteranEmail 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. Modifying the email address from the PROFILE PRIVACY screen, or vice versa, also updates the email address on the guest’s main profile. NOTE: The promotional information field is the place where a guest choice to opt out can be recorded. If you select this field on the above screen, then the Mailing List field on the profile displays “N” as well. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 40 Relationship Relationships define the associations between and among individuals, companies, travel agents, groups, sources, and other entities in OPERA. Knowing that Jim Lawson is an employee of Alpha Sources, Inc.; that Tim Marks is the spouse of VIP Sandra Haley; or that Asset Management Corp. is a subsidiary of County Wide Bank, for example, can aid in decision-making and in providing good customer service. 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. 2. Select New from the PROFILE RELATIONSHIP screen. The following screen appears: 3. Choosetheprofiletypeyouwishtocreatearelationshipwithforthe current profile and select OK. 4. SearchfortheIndividual,Company,TravelAgent,Source,orGroupusing the PROFILE SEARCH screen. If none exists, create a New profile. 5. HighlighttheprofileonthePROFILESEARCHscreenandselectOK. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 41 The following window appears: 6. Highlight the appropriate Relationship From/To and select OK. NOTE: To add multiple relationships, continue this process for each profile you wish to relate to this profile. 7. Once you have completed adding all Relationships, select OK to return to the main profile. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 42 Chapter 3 - Reservations ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 43 ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 44 New Reservations New Reservation with Rate Query In this chapter, we learn creating, editing, and canceling reservations in OPERA PMS. In addition, there is instruction on the many options for reservations that we may use to better serve our guests. Begin a reservation with a rate and availability search. Follow the steps below to perform a Rate Query. 1. Use the   function key to open the RATE INFORMATION screen, then select Rate Query or from the main menu, select Reservations then New Reservation. Alternately, you may press the   function key to being a new reservation. The RATE QUERY screen appears. F5 To search for general rate availability, pre-qualify the guest by at least enter the following criteria: 2. EnteranArrivaldateandnumberofNights. 3. Then,enterthenumberofAdultsand/orChildren. 4. Iftheguesthasstayedatyourhotelbefore,enterhis/hernameinthe Name field so that you may use their profile to expedite the reservation and also view the guest’s preferences and/or stay history. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 45 F7  The PROFILE SEARCH screen appears. 5. EitherenterthelastNameoftheexistingprofileorselectNewtocreatea new profile. NOTE: Refer to the Profiles chapter of this manual for specific instructions on creating profiles. 6. CompletetheapplicablefieldsandselectOKtoreturntotheRATE QUERY screen. 7. Once you have completed all search criteria, select OK to see the results of your query. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 46 The RATE QUERY screen appears with available rates and room types, in a grid format, for your hotel on the requested dates. 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. Rates that are GREEN in color indicate availability for that Room Type and Rate Code, where those RED in color indicate no availability. 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. This box also contains any rate specific information, such as Rate Features, Rate Restrictions or Deposit/Cancellation information. The buttons along the right side of the screen offer supplemental information and additional options: ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 47 Overbook: Select to see the House and Room Type overbooking numbers Item Inv: If the highlighted Rate Code has items attached to it (such as a crib or a portable fireplace), then this option defaults to the availability screen for those items. 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.e. two-night minimum, closed to arrival, etc.) 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. AftermakingaRateandRoomselectionwithinthegrid,selectOKto move forward with the reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 48 The RESERVATION screen appears. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 49 The RESERVATION screen is divided into the following sections: Header: Contains information about the guest and the guest’s company, travel agent, group, and membership affiliations. A button links you directly to the guest’s Profile screen where complete guest demographics are stored. Details: Accommodation information for the guest’s stay, including arrival and departure dates, room and rate information, payment method, credit cards, and packages. 8. Completeallthenecessaryfieldsusingpropercapitalizationand punctuation. Fields that are required to complete the reservation in OPERA have a bold field descriptor (i.e. Arrival, Departure, Room Type, Rate Code, Res. Type, etc.). 9. Savethereservationbyoneofthefollowingmethods: • OK to save the reservation and close the screen • Save to save the reservation and have it remain on your screen • Close to exit the screen without saving the reservation (a prompt asks you to save) RESERVATION SCREEN FIELD DESCRIPTIONS: Arrival Date: Indicates the arrival date of the guest. Either type the date in this field or use the calendar to select the date – this field defaults from choices made in the RATE QUERY screen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 50 Nights: The number of nights for the guest reservation – this field also defaults from choices made in the RATE QUERY screen. Departure Date: The departure date auto-populates based on the arrival date and number of nights – this field also defaults from choices made in the RATE QUERY screen. Adults/Child: Number of adults and children occupying the room that may directly affect the rates with multiple person charges Number of Rooms: Enter the number of rooms for this reservation. 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). Rm. Type: The room type the guest prefers for the reservation that defaults from the choices made in the RATE QUERY screen. Click the drop down arrow next to this field to change the preferred room type. RTC: Room Type Charge allows upgrades of guest into premium rooms without affecting the rate – if the Rm. Type field changes, this field should remain the original room type booked and quoted to the guest. Room: This field is the guest’s room number. This must populate at check in but may also to pre-block a room during the reservation process. Click on the drop-down arrow next to this field to select a room from the AVAILABLE ROOM search screen. Rate Code: The code that defines the rate charged to the guest – this field also defaults from choices made in the RATE QUERY screen. To change a rate, click on the drop down arrow next to this field to return to the RATE QUERY screen. The Rate for the Rate Code chosen displays in the RATE field. Rate/Fixed Rate: The rate charged to the guest each night of the accommodation. 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 51  ETA: Field to record the guests’ estimated time of arrival for transportation Market: The market defaults based on the Rate Code selection made in the RATE QUERY screen – market defines the sales sector the guest belongs and the rate they pay are tracked on reports. Source: The source tracks how the hotel received this reservation (i.e. Guest Direct, CRS, Internet) – may or may not default based on Rate Code selection Res. Type: The method by which the guest intends to guarantee the reservation (i.e. Credit Card, 6pm Courtesy Hold) for arrival. The type defaults to the hotel’s most common guarantee type, but may change by clicking on the drop down arrow next to this field. Payment: Records the method of payment to guarantee the reservation (i.e. 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. To establish different authorization rules, click the drop down arrow in the Auth/Rule field. If a value is required, also enter the flat amount or percentage in the Amt/Pct field. Credit Card No.: When guaranteeing a reservation with a credit card, enter the card number in this field. Depending on the Payment type chosen, OPERA validates the card number. 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. Exp. Date: When guaranteeing a reservation with a credit, enter the card’s expiration date. OPERA validates expiration dates for future dates only. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 52  CRS No.: For hotels that interface OPERA PMS with a Central Reservation System (CRS), this field populates with the corresponding CRS confirmation number. 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. Disc. Amt./%: To apply a discount directly to a reservation, enter either an amount or percentage in 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. TA Record Locator: For hotels with direct GDS interfaces (with TA systems), the travel agent’s reference number on this reservation populates in this field Specials: Guest requests on a reservation (i.e. early check in, down pillow) that print on arrival reports Comments: Notes on reservations particular to that guest stay. After entering comments, a Comments lamp appears at the bottom of the RESERVATION screen. A single click on this lamp displays the comments entered. Clicking on the drop down arrow next to this field displays the COMMENTS screen to enter notes. • Reservation Comments display on the RESERVATION screen. • In-House Comments display after check in on the reservation record. • Cashiering Comments display on the BILLING screen. Item Inv.: Click on the drop down arrow next to this field to request specific items out of hotel inventory (i.e. rollaway bed, crib, etc.) To view additional fields on a reservation, select the More Fields tab above the Arrival Date field on the RESERVATION screen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 53 MORE FIELDS TAB: Below is an explanation of the most commonly used fields on ADDITIONAL RESERVATION FIELDS screen: No Post: Checking this box on a reservation activates functionality to all charge interfaces preventing the guest from charging to their room. 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.e. Registration Card). To prevent a rate from printing, deselect this option. Video Check Out: Allows guests with appropriate credit to use Video Check Out from the guest room – only applies to hotels with an appropriate In-Room Movie interface. To disable, deselect this option. C/O Time: Indicates the anticipated check out time for the guest for transportation requests. 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 54 TURNAWAY SCREEN: If you exit from the reservation process without completing the reservation (either from the RATE QUERY or RESERVATION screen) a turnaway is recorded. 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 55 After saving the reservation, an OPERA confirmation number displays. 10. Select OK to the confirmation number. Lastly, the CLOSING SCRIPT screen appears for you to recap the reservation details with the guest. 11. Select Close to finish the reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 56 Search and Edit Reservation Use the following steps to locate and edit an existing reservation: 1. From the main menu, select Reservations and Update Reservation. Select Advanced for more options to search for reservations. The RESERVATION SEARCH screen display. Fields surrounded by the yellow box indicate fields to enter search criteria. 2. Searchforaguestreservationusinganyofthesearchfields(i.e.Name, CRS No/TA Rec Loc). 3. Once you enter all search criteria, select Search. A list of all reservations that meet that search criteria display in the grid. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 57 Multiple Rate Reservation Rate changes usually occur during lengthy guest stays or for stays that go through a weekday and weekend period. Rate Codes that have rate changes in effect during the stay dates requested highlight in yellow on the RATE QUERY screen. 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 58 The RATE SUMMARY screen appears. 2. ConfirmdetailsoftheratechangeswiththeguestandselectCloseto proceed. A message displays advising again of the rate change and that the MULTIPLE RATE screen is available to verify the rates. 3. Select OK to proceed with the reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 59 NOTE: The RESERVATION screen appears with the Rate field highlighted in yellow. 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. 1. Toreviewthedetailsoftheratechange,clickontheellipsisbuttonnextto the Rate field or select the Daily Details lamp at the bottom of the screen. 2. Select Daily Details. 3. Select Close to return to the reservation screen and complete as usual. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 60  Fixed Rate Reservation Sometimes it is necessary to override a published rate. To do this, use the Fixed Rate option. Whenever possible, use the correct Rate Code to obtain 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. NOTE: To apply a discount to a reservation, use the Disc. Amt. field. 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. 2. ClickontheellipsisbuttonnexttotheRatefieldtoviewtherate information. 3. Select Daily Details. The DAILY DETAILS screen appears. 4. Highlight the arrival date and select Edit. 5. EnterthelastdateofthestayintheUpdateThroughfield. 6. ModifytheRateamountasnecessary. 7. Check the Fixed Rate option. 8. Select OK to save changes. 9. Select OK to close the Daily Details screen. 10. Select OK to save changes and close the reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 61  Name Change on a Reservation To change the name of a guest on a reservation, follow the steps below: 1. SearchforthereservationusingtheRESERVATIONSEARCHscreen. 2. Edit the reservation. 3. SelecttheellipsisbuttonnexttotheNamefieldatthetopofthe RESERVATION screen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 62 The existing profile attached to the reservation displays. NOTE: Do NOT type over the existing profile information. Typing over the existing profile permanently changes information on that guest’s profile and all associated reservations. 4. LocatetheyellowsearchboxinthelowerleftcornerofthePROFILE screen and enter the new guest’s last name in the search fields. 5. Presstabandalistofsimilarprofilesdisplay. 6. ChoosethedesiredprofileandselectOK. 7. Iftheprofiledoesnotexist,selectNew,completeanewindividualprofile, and select OK to save. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 63 Notice when you return to the reservation, the new guest’s name is the profile on the reservation. Reservation with Multiple Profiles It is possible to attach multiple profiles and link one of each profile type to a reservation. Travel Agent profiles usually generate commissions while Company profiles have Negotiated Rates and authorize the direct billing of 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. 1. SearchforandEditthereservation. 2. Clickonthedropdownarrownexttothefieldoftheprofiletypeyouwish to add (i.e. Agent, Company, Source, etc.). 3. The PROFILE SEARCH screen displays. 4. SearchforandselectanexistingprofileorchooseNewtocreateanew profile. 5. SelectOKtoattachtheprofileandreturntotheRESERVATIONscreen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 64  Reservation with Negotiated Your hotel may contract and negotiate a rate for a local corporate account. These rates are generally at a confirmed discount off the normal rack or 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. In addition, Negotiated Rates speed up the reservation process. Follow the steps below to complete a reservation for a company with a Negotiated Rates: ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 65 1. BeginanewreservationbyselectingF7orfromthemainmenu,select Reservation, then New Reservation. 2. EntertheArrivalDate,numberofNights,andnumberofAdults. 3. Iftheguesthasaprofilealreadyonfilewiththehotel,typetheguest’s name in the Name field. If not, leave the field blank. 4. EnterthecompanynameintheCompanyfieldandclickonthedropdown arrow next to the field. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 66 The PROFILE SEARCH screen displays. NOTE: The “$” to the left of the Company name in the results grid. 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. 5. HighlighttheappropriateCompanyprofileandselectOK. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 67 The RATE QUERY DETAILS screen displays with only the Negotiated Rate. To display all available rates, uncheck the Negotiated box in the lower left- hand corner. 6. Highlight an available Room Type in the grid and select OK. 7. Complete the reservation as normal. NOTE: When you make a reservation for a Negotiated Rate, the Company profile also attaches to the reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 68 Individual Group Reservation Group reservations deduct from an allocation or block of rooms assigned to that particular group, not from general hotel inventory. To make an individual group reservation, follow the steps below: 1. From the main menu, select Reservations and New Reservation. 2. On the RATE QUERY screen, enter the Arrival Date, number of Nights, and number of Adults. 3. Iftheguesthasaprofilealreadyonfilewiththehotel,typetheguest’s name in the Name field. If not, leave the field blank. 4. Click the drop down arrow to the right of the Block field in the upper right corner of the screen. 5. 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. NOTE: Available rooms by room type appear in the grid GREEN, but display in RED if not. To view the group’s rate for that room type, select any of the Rate options (i.e. 1 Person Rate) at the bottom of the screen. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 69 Cancel a Reservation 6. Highlight the desired room type and choose Select. The system automatically populates the Block code and the Room Type for you on the RESERVATION screen. 7. Complete the reservation and select OK to save the booking. NOTE: Notice that no Rate Code exists on this reservation. Since groups contract rates on an individually, group reservations typically do not have Rate Codes. Follow the steps below to cancel a reservation: 1. From the main menu, select Reservations and Update Reservation. 2. UsetheRESERVATIONSEARCHscreentofindthereservationto cancel. 3. Highlight the reservation and select Cancel. 4. Clickthedrop-downarrownexttotheReasonfieldtoenterareasonfor the cancellation. 5. Highlight the appropriate reason and select OK. 6. Click in the white text box in the CANCELLATION screen to enter additional text regarding the reservation and select OK to finish the cancellation. 7. Provide the guest with their cancellation number. Reinstate a Reservation Follow the steps below to reinstate a reservation: 1. From the main menu, select Reservations, then Update Reservation. 2. Searchforandlocatethecancelledreservationyouwishtoreinstate. 3. Highlight the cancelled reservation. 4. Select Reinstate. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 70  5. Answer “Yes” to reinstate the reservation. 6. Makeanyapplicablechanges(ifany)tothereservationandselectOKto save the reservation. 7. Providetheconfirmationnumbertotheguest. NOTE: If your hotel has a two-way interface with a Central Reservation System, the confirmation number generated will be a new number. If your hotel uses OPERA PMS independently, the same OPERA confirmation number assigns. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 71 Waitlist a Reservation When there is no available inventory for your hotel on a given reservation date or a guest’s room preference is not available, the Waitlist function can assign a Waitlist status to a reservation. To place a reservation on the waitlist while reserving, follow the steps below: 1. FromtheRATEQUERYscreen,ifthereisnoavailability,selectWaitlist. 2. ClickonthedropdownarrownexttotheReasonsfieldandselecta reason for placing the reservation on the Waitlist – select OK to save. 3. Click on the drop down arrow next to Priority to establish the guest in a priority list (i.e. VIP’s and frequent guests receive higher priority for rooms as they become available). 4. EnteranyadditionalnotesorcommentsintheDescriptionfieldandselect OK. 5. 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 72 The WAITLIST screen allows you search for waitlisted reservations, to view the original reservation, to change a waitlisted reservation to an active reservation, to cancel the reservation based on no availability, or to make changes to the reservation details in order to accommodate the guest. If the room or rate requested by the guest becomes available for the desired stay dates, the reservation can be "accepted" and made active. OPERA prevents “buildup” of waitlisted reservations by deleting them during end-of- day processing two days after the reservation departure date. 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. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 73 2. EntertheguestslastNameorConf.No.andselectSearch. NOTE: The Advanced button enables the Company, Source, Agent, Group fields for use as additional search options. The Details option displays the original reasons for placing reservations on Waitlist. 3. Highlight and desired waitlist reservation and choose Accept Res. to make the reservation active. 4. Complete the reservation as normal and select OK to save. NOTE: When you accept the reservation, a message prompts you to confirm that you wish to make the reservation active. To ensure that accepting the reservation does not violate inventory restrictions, OPERA automatically checks for the conditions below: • Overbooking restrictions and limits • Booking into an already blocked or occupied room (which might create a share) • Deposit and Cancellation requirements attached to the rate or reservation • Completeness of reservation details (e.g., a valid rate code is selected) • Rate Code restrictions Cancel removes the highlighted waitlisted reservation from the database. A message notifies you if cancellation rules exist for the rate or reservation. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 74 Reservation Options Reservation Options offer a range of additional features for managing reservations and guest requests. From within any RESERVATION screen, or with a highlighted record on the RESERVATION SEARCH screen, select Options to display the screen below: Accompany-ing Guest Accompanying is a simple way to add an additional name to a reservation. If multiple persons on a reservation do not require a confirmation number or will not be paying for part of the stay, using the Accompanying option is the simplest choice. To add an accompanying guest to a reservation, follow the steps below: 1. From the Options menu, select Accompanying. 2. SearchforanexistingprofilefromthePROFILESEARCHscreenor create a New one. 3. SelectOKtochoosetheprofile. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 75 Add-On Reservation (Copy) 4. To add more Accompanying guests, select Attach. 5. To remove a name as an Accompanying guest, select Detach. To make a copy or duplicate of a reservation, use Add On. Add On creates new reservations with their own confirmation number, yet copy all the reservation information for quick and easy duplicates. Follow the steps below to make an Add On reservation: 1. From the Options menu, select Add On. The ADD ON screen displays. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 76  Agent/ Company 2. Selectordeselecttheattributesoftheexistingreservationyouwanttocopy to the new reservation. All attributes copy by default unless you choose to remove them. 3. Select OK to proceed. The RESERVATION screen displays. The unsaved reservation does NOT have a confirmation number yet. NOTE: Copying a reservation attaches the second reservation to the original profile. Should you need to make a name change on this reservation, follow the instructions outlined in “Name Changes on a Reservation” section of this chapter. 4. Make any applicable changes to the reservation and select OK to receive a confirmation number. NOTE: Once you select OK and Close out of the closing script, you return to the original reservations (in the Options) and can repeat the Add On process as necessary. The Agent/Company option is an alternate way to attach multiple profiles to a reservation. To add a Travel Agent, Company, Source, or Group profile to an existing reservation, follow the steps below: 1. From the Options menu, select Agent/Company. The PROFILE LINKAGE screen displays. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 77  Alerts 2. ToaddaCompanyprofile,clickonthedropdownarrownexttothe Company field. 3. ToaddaTravelAgentprofile,clickonthedropdownarrownexttothe Agent field. 4. ToaddaSourceorGroupprofile,clickonthedropdownarrownextto the Source or Group fields. 5. UsingthePROFILESEARCHscreen,searchforandhighlightthe desired profile(s), and select OK. 6. Once you return to the PROFILE LINKAGE screen, select OK to save and return to the RESERVATION OPTIONS screen. Alerts attached to reservations create pop-up windows that alert the user each time you access the reservation. Most commonly, Alerts signal an action needed on a reservation at a particular time in the life cycle of a reservation. Alerts display in different locations depending on the action (i.e. check-in, check out, etc.) Follow the steps below to add an Alert to a reservation: 1. From the Options menu, select Alerts. 2. Select New. The ALERT INPUT screen displays. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 78 Billing Caller Info 3. ClickthedropdownarrownexttotheCodefield. 4. Highlighttheappropriatepre-definedAlertCodeandselectOK. 5. ClickonthedropdownarrownexttotheAreafield. 6. Highlight and select the appropriate area to alert this reservation. For example, if the alert is to verify an ID for a qualifying rate at check-in, select “Check In.” • Check In: Alert displays when you access the reservation in Front Desk > Arrivals • Check Out: Alert displays when you access the reservation at departure in Cashiering > Billing • Reservation: Alert displays when you access the reservation in Reservations > Update Reservations 7. EnteranyadditionalinformationneededfortheAlertintheDescription box and select OK to save. The Billing option allows easy access to the guest folio from the reservation or in-house guests screens. Billing is only active on guests in-house and not as an active reservation since no folio exists until check in occurs. Selecting this option on an in-house guest directs you to their folio as seen in Cashiering > Billing. If your hotel has the parameter set to allow Pre-Stay Charging, on the day of the guest arrival, the Billing option is available. The CALL HISTORY screen displays information about phone calls received by the Central Reservation Office to set up and make changes to reservations cross-sold at the central level. Cancel The Cancel option cancels the reservation. For more information on canceling reservations, refer to the “Cancel a Reservation” section of this chapter. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 79 Changes The Changes feature is particularly useful for investigating reservation discrepancies and determining a course of action for guest service-related reservation complaints. The Changes option displays all recorded history for a reservation. Beginning with a history of the origin date of the reservation, any changes, updates, or edits to reservations log an entry in the CHANGES screen. To access the record history on a reservation: 1. From the Options menu, select Changes. The USER ACTIVITY LOG screen displays: Below are the definitions of each column (also known as the CHANGES screen): • User: the user name that conducted the action on the reservation • Time/Date: time and date the action took place on the reservation • Station ID: workstation the change occurred from • Action Type: the type of change made on the reservation • Description: a detailed description of the change that took place including specifics on what changed (from and to) 2. Double-click any line item in the log to view more details or to view full details of the description. 3. Select Close to exit. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 80  Confirmation The Confirmation option sends confirmation letters to the guest for their reservation upon request. There are three different ways to deliver confirmations: printing and mailing, emailing, and faxing. Each hotel may also have more than one confirmation letter type to select from when accessing this option. NOTE: Email and Fax delivery options require special configuration and/or alternative software. NOTE: All hotels have at least one general confirmation letter type and require the assistance of OPERA PMS Support to create multiple confirmation letter types. To print a confirmation letter to mail to a guest: 1. FromtheOptionsmenu,selectConfirmation. The CONFIRMATIONS screen displays. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 81 Credit Cards Delete Deposit/CXL 2. Placean“X”inthePrintcolumnontherowfortheguesttowhomyou would like to mail the confirmation. If multiple profiles or guests exist in the reservation, be certain to select the Individual profile of the guest to whom you are delivering the confirmation. 3. ClickthedropdownarrownexttothefieldlabeledConf.Nameonthe line for the recipient guest. 4. HighlighttheConfirmationLetterNameyouwouldprefertodeliverand select OK. 5. Ifnoaddressexistsontheprofile,clickthedropdownarrownexttothe Address field to add an address. 6. Ifemailingorfaxingaconfirmation,ensureeitheranemailaddressorfax number exists in the fields in the Email and Fax columns. If no email addresses or fax numbers exist, click the drop down arrow next to each field to add one. 7. Select Send. NOTE: The Status column displays the status of the confirmation letter. A “Pending” status indicates the confirmation letter has not printed, emailed, or faxed. A “Successful” status indicates the confirmation letter delivered to the guest. 8. Topreviewtheconfirmationlettertoyourscreen,selectPreview. 9. Tosavetheconfirmationlettertofileonyourcomputer,selectFile. NOTE: Confirmation letters previewed or saved to file open and save as Adobe PDF (Portable Document Format) files. In addition, when emailing a confirmation, the new message created through the email program attaches the confirmation letter to the message as a PDF attachment. The Credit Cards feature applies only to guests paying with credit card after they have checked into the hotel. This feature allows the user to obtain additional authorization on a card as well as to view authorization history for each payment method. For more information on credit cards and authorization, refer to the “Front Desk” chapter of this manual. Do not use this option as it permanently deletes reservations from the database. This option is only available during a manual reservation entry at time of install. The Deposit option enters requests on reservations made for rate options that require an advance deposit. You may apply a deposit of any amount to any reservation at anytime. Not only does this screen allow you to set the request to collect the deposit, it also allows you to post the deposit once received. The second tab of the DEPOSIT CANCELLATION screen allows you to manage reservations made for rate options with cancellation rules. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 82  To enter a deposit request on a reservation, follow the steps below: 1. From the Options menu, select Deposit/CXL. 2. Select Deposit Tab, and then New. 3. ClickthedropdownarrownexttotheDepositRulefieldtoenterapre- defined deposit rule (i.e. 100% of guest stay, or 1st night’s room and tax). 4. Dependingonthedepositruleforthereservation,entereitherthe Percentage or the Deposit Amount you request for the reservation. 5. EntertheDueDateyourequirethefundstobecollectedandappliedto the reservation. 6. Select OK to save ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 83 Facility Scheduler To post a received deposit on a reservation: 1. From the DEPOSIT CANCELLATION screen, select Payment. The CASHIER LOGIN screen displays. 2. Enter your Password and select OK. 3. Complete the RESERVATION DEPOSIT PAYMENT screen (be certain to change the Reservation Type field to “Deposit Received”) and select OK. A message displays asking if you would like to update the reservation with the new payment method. 4. Answer “Yes” to update the reservation with the deposit payment type (i.e. Check). Answer “No” to leave the deposit payment type as the original on the reservation. 5. Toprintareceiptforthedeposit,selectPrintReceipt. 6. Select Close to exit. The Facility Scheduler feature primarily exists for extended-stay properties to schedule “light-touch” service for long-term guests. Presented in a calendar format, the Facility Scheduler provides you with a visual reference for the frequency of the facility tasks (i.e. housekeeping service) pertaining to a reservation. The dates marked with blue represent dates on which there can be a scheduled housekeeping task assigned. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 84  Fixed Charges • Instructions add special directions that appear on the Housekeeping Task Sheet for this room. • Customize/Edit can be used to change the Housekeeping schedule for the reservation once the guest has checked in. For more information on establishing a custom Housekeeping schedule, refer to the “Front Desk” chapter of this manual. • Details display all tasks and their associated codes for the highlighted date. You can also access details by double-clicking in the middle of any date box. Fixed charges allow charges to post automatically in each reservation through the Night Audit process along with room and tax. Examples of Fixed Charges that post every night are rollaway beds and parking charges. To add Fixed Charges to reservations or in-house guests, follow the steps below: 1. From the Options menu, select Fixed Charges. 2. Select New. The FIXED CHARGES NEW screen displays. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 85  History Housekeeping 3. Choosethefrequencytopostthefixedcharge(i.e.Once,Daily,Weekly, etc.). 4. Ifthefixedchargedoesnotapplytoallnightsofthegueststay,entera Begin Date and End Date for the charge. If the fixed charge only applies once, enter the Date. 5. ClickthedropdownarrownexttotheTrn.Codefield. 6. SearchforandhighlighttheappropriateTransactionCodetopost.Select OK. 7. EnterthepriceforthefixedchargeintheAmountfield. 8. EnterthequantityofthefixedchargeintheQuantityfield(i.e.Ifthereare two cars being charged for parking, enter a quantity of “2” and the fixed charge posts twice for the parking charge). 9. EnteraSupplementtodescribethepurposeofthefixedcharge(i.e.room charge manual – extra bed). 10. Select OK to save and exit. To view past reservation history on the profile associated with this reservation, select the History option. For full instructions on viewing and manipulating history information, refer to the “History” section of the Profiles chapter in this manual. The Housekeeping option allows guest preferences on turndown service or requests service times for room service. Additionally, any notes that Housekeeping might need for this guest apply using this option and display on the department’s Task Assignment sheets. To request turndown service for a guest at a particular time with special instructions, follow these steps below: 1. From the Options menu, select Housekeeping. The HOUSEKEEPING screen displays. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 86  Locators 2. ChecktheboxnexttotheTurndownfield. 3. TypeanyadditionalinstructionsforHousekeepingintheRoom Instructions field. 4. Select OK to save. NOTE: Turndown entries are not visible on the usual task sheets; however, they are visible when printing task sheets from the turndown menu in Housekeeping. Locators allow the Front Desk to determine the location of an in-house guest at any time during their stay. One advantage to this feature is that if the guest receives a call while not in their room (but in some other location in the hotel), the PBX Operator can see the locator lamp indicated on their room number. The operator may then transfer the call to that facility (i.e. the guest is in the restaurant and would like all calls sent directly to that outlet so he does not miss an important phone call). To attach a Locator to an in-house guest reservation, follow the steps below: 1. From the Options menu, select Locator. 2. Select New to display the LOCATORS – NEW screen. 3. EntertheBeginDateandEndDateforthelocationchange. 4. EntertheFromTimeandToTimeforthelocationchange. NOTE: The From Time and To Time must be greater than the operating system’s time. 5. Enteranyadditionalinformationabouttheguest’slocationinthe Location Text field. 6. Select OK to save the Locator. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 87  Messages The Message option allows the user to enter a text message for an arriving guest. Use the steps below to create a message: 1. From the Options menu, select Messages. The MESSAGES screen displays. Any existing messages for the incoming guest list here. 2. Select New to create a new message. The NEW MESSAGE screen displays. 3. Enter the Name, First Name, Title, and Company Name and Phone No. of the caller. 4. Enter the message in the white text box. 5. Select OK to send the message. This message lists on the MESSAGES screen for the guest. 6. Toprintthemessageforthegueststohanddeliver,selectPrint. NOTE: Depending on the telephone system at your hotel, a message lamp may active on the guest room telephone if the guest is already in-house. In addition, depending on the television interface, the message might display on the TV screen in the room. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 88  Package Option Party The PACKAGE OPTION screen lists full details of package elements that apply to reservations booked for a hotel-inclusive package. This feature is useful in determining the contents of a package a guest reserved. In addition, if package elements exist on a reservation with allowances or advanced package features (i.e. Restaurant Charges or Gift Shop Allowances), this display shows real-time charges consumed that post through interfaces and any shortages or overages on the package. For more information on packages, refer to the “Packages” chapter of this manual. The Party option has several useful features to connect guests that wish to identify themselves as a group without a formal group contract. This feature allows you to add guests to a party, split multi-room reservations into individual reservations within the party, as well as detaching guests from a party. To split a multi-room reservation into separate reservations for a party follow the steps below: 1. From the Options menus, select Party. 2. Select Split to divide the highlighted reservation and create one additional reservation attached to this party. (You may repeat the split action until all rooms in the original reservation split into individuals.) 3. Select Split All to divide the highlighted reservation and create one additional reservation for every room attached to the original reservation. For example, if the highlighted reservation is for 3 rooms, this divides the reservation into 3 separate reservations. 4. Select OK to save. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 89  To attach or add a reservation to an existing party, follow the steps below: 1. From the Options menu, select Party. 2. Select Add to Party. 3. Searchforandhighlighttheexistingreservationyouwouldliketoaddto this party and select OK. The reservation now belongs to the party. To detach a reservation from an existing party, follow the steps bellows: 1. From the Options menu, select Party. 2. Highlightthereservationyouwishtoremovefromtheparty,andselect Detach. 3. Answer“Yes”todetachthereservationfromthepartyandselectOKto save. The reservation no longer belongs to the existing party. To change the party a reservation belongs to (from one party to another), follow the steps below: 1. From the Options menu, select Party. 2. Highlight the reservation you wish to change parties, and select Chg. Party. 3. Searchforandselecttheprimaryreservationthatyouwishtochangethe association to and select OK. 4. Answer “Yes” to move the existing reservation to another party. The reservation now belongs to another party. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 90 Privileges Use the Privileges feature to place restrictions or allow certain privileges on each reservation. Checking or un-checking any of the privilege options changes the guests authority for certain in-house services. The options to choose from are as follows: • No Post prevents any postings from being charged or applying to the folio other than room and tax charges. • Authorize Direct Bill authorizes the reservation for direct billing to an AR account. • Video Check Out indicates the guest ability to use the video check out method. Whether or not video check out is allowed for the guest may depend on whether the guest has provided a credit card method of payment and whether property policy permits. • Pre-Stay Charging – authorizes charges to the account prior to the guest arrival (i.e. lunch in the restaurant before checking into the hotel) • Post-Stay Charging – authorizes charges to the account after the guest’s departure (i.e. breakfast in the restaurant after departing the hotel) • Scheduled Check Out – allows the reservation to be slated for a scheduled check out time (only if the property used Scheduled Check Out feature) ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 91 Pro-Forma Folio The Pro-Forma Folio option produces a folio with estimated charges for the entire length of the guest stay. The actual folio upon departure could greatly differ from the pro forma folio. The FOLIO OPTIONS screen allows you to specify customizing options when you are printing or previewing a folio or folios. Folio Style allows you to select the style in which you wish to print and display the selected folio. Preview displays the selected folio on screen. Once the folio displays, you may print the folio from the preview screen. Print prints the selected folio. File generates a PDF file that you can display to the screen or save locally or to the network drive. NOTE: For more information on printing Pro-Form Folios, refer to the “Front Desk” chapter of this manual. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 92 Queue The Queue option allows you to place an arriving reservation into a queue for room availability. When a guest with a reservation arrives, and there are no rooms clean or inspected to check them in, this feature prioritizes handling those arrivals. Reservations placed on queue can be pre-assigned to a room number, or may be queued with no room assignment. To place a reservation on queue, follow the steps below: 1. From the Options menu, select Queue. 2. Select OK to save the reservation into the queue. NOTE: A message displays indicating the reservation is in queue and at what priority (i.e. 3rd on the list). For more information on Queue reservations, refer to the “Front Desk” chapter of this manual. The Rate Info option displays all room rates and a package summary, including taxes, for each night of the guest stay. This is particularly useful when guests have rate changes during their stay. In addition, the totals for room and tax for all nights of the guest stay display in the Grand Total field on the RATE SUMMARY screen. To view details for a particular room night (room charges, taxes, and any package elements posting), highlight one night of the guest stay and select the Details option in RATE SUMMARY screen. The Register Card feature pre-prints a registration card for the reservation. This option is useful to pre-print the registration card prior to the guest’s arrival. In addition, if the original registration card becomes lost or missing, it is useful to generate a new registration card. For more information on printing registration cards, refer to the “Front Desk” chapter of this manual. Rate Info Register Card ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 93 Room Move The Room Move option moves a guest from one room to another after the guest is in-house. This is only available from the Front Desk when a guest already occupies a room. Follow the steps below to room move a reservation: 1. From the Options menu, select Room Move. 2. ClickthedropdownarrownexttotheMovetoRoomfield. The AVAILABLE ROOMS SEARCH screen displays . 3. Locatearoomfortheguestusinganysearchcriteria.Highlightthedesired room and select OK. You return to the ROOM MOVE screen. 4. Select OK with the new room number selected to save changes. ©2006 MICROS® Systems Inc. All Rights Reserved. Proprietary and Confidential. 94   

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