Opera Manual

OPERA PMS Reference Manual

OPERA Hotel Edition, Version 5.0

IHG Global Technology

© 2009 InterContinental® Hotels Group

© 2009 MICROS Systems, Inc.
All Rights Reserved.

This book or any part thereof may not be reproduced without prior written permission of the
publisher.

Suggested additions, deletions, or changes should be addressed to:

InterContinental® Hotels Group
3 Ravinia Drive, Suite 100

Atlanta, Georgia 30346-2149
And

MICROS Systems, Inc.
7031 Columbia Gateway Drive

Columbia, MD 21046

This manual is documentation of the Hotel Information Systems department of
InterContinental® Hotels Group within the Global Technology Division in the United

States and the Implementations Department of MICROS Systems, Inc. North
America. The processes are based on proven best practices and focus on

maintaining the quality of deployment, improving responsiveness and satisfying
customers. Each hotel is unique and should expect that things can differ from the
general approach represented here. This guide is in no way intended to be a site-

specific or an all-inclusive document. This manual contains proprietary and
confidential information and may not be reproduced or distributed without prior

written consent of InterContinental® Hotels Group and MICROS Systems, Inc.

DO NOT REMOVE THIS PAGE

Table of Contents

INTRODUCTION ............................................................................................... 13
Using This Manual.......................................................................................................... 15
Icons................................................................................................................................ 15
Press a Key - Click the Mouse - Select a Button .......................................................... 16
Screens........................................................................................................................... 16
Fields............................................................................................................................... 16
Numbered Steps ............................................................................................................ 16
Additional Resources ..................................................................................................... 17
Online Help ..................................................................................................................... 17
IHG Merlin Website ........................................................................................................ 17
eLearning........................................................................................................................ 17
Training Activity Workbook ............................................................................................ 17
Field-based Workshops ................................................................................................. 17
OPERA Live Support....................................................................................................... 18

PROFILE .......................................................................................................... 19
Introduction .................................................................................................................... 21
Profiles............................................................................................................................ 21
Profile Types ................................................................................................................... 21
Profile Search ................................................................................................................. 22
Creating a New Individual Profile.................................................................................. 23
Profile Statistics and Information ................................................................................. 24
Profile Options................................................................................................................ 26
Attachment ..................................................................................................................... 26
Changes.......................................................................................................................... 28
Credit Cards.................................................................................................................... 29
Delete.............................................................................................................................. 30
Enrollment ...................................................................................................................... 30
Future.............................................................................................................................. 31
History............................................................................................................................. 32
Memberships ................................................................................................................. 34
Merge.............................................................................................................................. 35
Negotiated Rates ........................................................................................................... 36
Notes............................................................................................................................... 38
Preferences .................................................................................................................... 39
Relationships.................................................................................................................. 41

RESERVATIONS............................................................................................... 45
Introduction .................................................................................................................... 47
New Reservation with Rate Query ................................................................................ 47
Real Time Availability ..................................................................................................... 56
Search and Edit Reservation......................................................................................... 56
Recent Reservations...................................................................................................... 57
Multiple Rate Reservation ............................................................................................. 57
Fixed Rate Reservation.................................................................................................. 60

Name/Profile Change on a Priority® Club Reservation ............................................... 61
Relationships.................................................................................................................. 64

Reservation with Multiple Profiles ................................................................................ 64
Reservation with Negotiated Rate ................................................................................ 65

Individual Group Reservation........................................................................................ 67
Cancel a Reservation..................................................................................................... 68
Reinstate a Reservation ................................................................................................ 68

Waitlist a Reservation.................................................................................................... 69
Reservation Options....................................................................................................... 71
Accompanying Guest ..................................................................................................... 72

Add On Reservation (Copy or Duplicate) ...................................................................... 73
Agent/Company ............................................................................................................. 74

Alerts ............................................................................................................................... 75
Billing .............................................................................................................................. 75
Cancel ............................................................................................................................. 76

Changes.......................................................................................................................... 76
Confirmation................................................................................................................... 76
Credit Cards.................................................................................................................... 78

Delete.............................................................................................................................. 78
Deposit/CXL ................................................................................................................... 78

Facility Scheduler........................................................................................................... 79
Fixed Charges................................................................................................................. 80
History............................................................................................................................. 81

Housekeeping ................................................................................................................ 81
Stored Value................................................................................................................... 81
Locator............................................................................................................................ 82

Messages ....................................................................................................................... 83
Package Option .............................................................................................................. 84

Party ................................................................................................................................ 84
Privileges ........................................................................................................................ 86
Pro-Forma Folio .............................................................................................................. 87

Queue ............................................................................................................................. 88
Rate Info ......................................................................................................................... 88

Register Card.................................................................................................................. 88
Room Move .................................................................................................................... 89
Routing............................................................................................................................ 90

Shares............................................................................................................................. 94
Traces ............................................................................................................................. 97
Track It ............................................................................................................................ 98

Waitlist ............................................................................................................................ 99
Wake Up Calls ................................................................................................................ 99

Additional Features........................................................................................................ 99
Room Plan ...................................................................................................................... 99
Floor Plan...................................................................................................................... 100

Batch Confirmations .................................................................................................... 101
Calendar ....................................................................................................................... 103

OPERA Reservation Reports........................................................................................ 103
Arrivals Detailed Report............................................................................................... 103
Reservation Statistics Report...................................................................................... 104
Profile Production Report ............................................................................................ 105

FRONT DESK.................................................................................................107
Introduction .................................................................................................................. 109
Arrivals and Check In ................................................................................................... 109
Searching for Arrivals................................................................................................... 109
Cash Check In .............................................................................................................. 111
Credit Card Check In .................................................................................................... 115
Direct Bill Check In....................................................................................................... 116
Checking In a Walk In Guest ....................................................................................... 117
Queue Reservations..................................................................................................... 120
Placing an Arrival into Queue ...................................................................................... 120
Managing the Queue ................................................................................................... 121
In House Guests........................................................................................................... 122
Searching for In House Guests ................................................................................... 122
Editing In House Guest Records ................................................................................. 122
Canceling a Check In ................................................................................................... 123
Accounts – Posting Masters/House Accounts........................................................... 125
Room Assignment ........................................................................................................ 126
Room Assignment – Auto ............................................................................................ 128
Room Assignment – UnAssign .................................................................................... 130
Messages ..................................................................................................................... 131
Viewing Department Traces ........................................................................................ 134
Traces – Viewing and Resolving ................................................................................. 134
Wake-up Calls............................................................................................................... 135
OPERA Front Desk Reports ......................................................................................... 138
Arrivals Detailed Report............................................................................................... 138

Arrivals Detailed Report – VIP Only (for Priority Club Arrivals) .............................. 139
Guest In House by Room/Guest in House by Alpha Report...................................... 140
Departures Report ....................................................................................................... 141
Front Desk AM Checklist (Suggested) ........................................................................ 141
Front Desk PM Checklist (Suggested) ........................................................................ 143

CASHIERING..................................................................................................145
Introduction .................................................................................................................. 147
Understand Debits and Credits................................................................................... 147
Cashier Login................................................................................................................ 147
Navigating Windows/ Folios ........................................................................................ 148
Posting a Charge .......................................................................................................... 149
Transfer Charges to/from Another Room................................................................... 151
Transfer Charges to/from Another Folio Window ...................................................... 153
Posting Payments ........................................................................................................ 153
Split a Charge ............................................................................................................... 154
Correct / Edit a Charge................................................................................................ 155

Adjusting a Charge ....................................................................................................... 156
Manual Adjustments.................................................................................................... 156

Guest Refunds and Paid Outs..................................................................................... 157
Preview, Print, Fax, Email and File a Folio.................................................................. 158

Research Transactions ................................................................................................ 160
Billing Options .............................................................................................................. 161
Credit Cards.................................................................................................................. 161

Fixed Charges............................................................................................................... 162
Package Options .......................................................................................................... 162
Phone Details ............................................................................................................... 163

Posting History ............................................................................................................. 164
Post Rate Code............................................................................................................. 165

Privileges ...................................................................................................................... 166
Routing.......................................................................................................................... 166
Additional Options........................................................................................................ 167

Cash Check Out............................................................................................................ 167
Credit Card Check ........................................................................................................ 169
Direct Bill Check Out .................................................................................................... 170

Reinstate a Check Out ................................................................................................. 172
Settlement and Early Departure ................................................................................. 174

Quick Check Out........................................................................................................... 175
Scheduled Check Out .................................................................................................. 176
Fast Posting.................................................................................................................. 177

Post It............................................................................................................................ 177
Cashier Functions ........................................................................................................ 180
Batch Folios.................................................................................................................. 180

Batch Postings ............................................................................................................. 180
Cashier Reports............................................................................................................ 181

Cashier Status.............................................................................................................. 183
Check Exchange........................................................................................................... 183
Currency Calculator...................................................................................................... 184

Currency Exchange ...................................................................................................... 185
Exchange Rates............................................................................................................ 186

Folio History.................................................................................................................. 187
Journal .......................................................................................................................... 189
Cancellation.................................................................................................................. 190

Receipt History ............................................................................................................. 191
Passerby ....................................................................................................................... 192
Cashier Shift Close....................................................................................................... 194

Reprint Cashier Reports .............................................................................................. 197
Cashiering Reports....................................................................................................... 198

Credit Limit – All Payment Types ................................................................................ 198
Journal by Cashier and Transaction Code.................................................................. 199
Cashier Audit Report.................................................................................................... 200

Financial Payments and Revenue .............................................................................. 201

ROOMS MANAGEMENT/HOUSEKEEPING.....................................................203
Introduction .................................................................................................................. 205

Housekeeping Management Screen .......................................................................... 205
Changing the Status of a Room .................................................................................. 206

Viewing Housekeeping Statistics ................................................................................ 208
Printing Housekeeping Management Screen ............................................................ 208
Queue Rooms............................................................................................................... 209

Room Conditions.......................................................................................................... 211
Room Discrepancies.................................................................................................... 214
Task Assignment –....................................................................................................... 215

Task Assignment Grid .................................................................................................. 221
Turndown Management .............................................................................................. 222

Facility Forecast ........................................................................................................... 224
Out of Order / Out of Service....................................................................................... 226
Room History ................................................................................................................ 228

Overbooking ................................................................................................................. 229
Occupancy Graph......................................................................................................... 231
Maintenance ................................................................................................................ 232

OPERA Rooms Management Reports......................................................................... 233
Vacant Rooms Report.................................................................................................. 233

Rooms Status Matrix Report ....................................................................................... 234
House Status Report.................................................................................................... 236
Out of Order/Service Report ....................................................................................... 236

Housekeeping Task Assignment Sheets .................................................................... 238
ACCOUNTS RECEIVABLE ...............................................................................241

Introduction .................................................................................................................. 243

New AR Account ........................................................................................................... 245
View AR Accounts......................................................................................................... 247

View and Modify AR Invoice Details............................................................................ 248
Create a New AR Invoice ............................................................................................. 249
Adjust an AR Invoice .................................................................................................... 250

Apply an Unallocated Payment ................................................................................... 252
Applying Payments to Oldest Invoices or Selectively................................................. 253

Apply Payment and Close an Invoice.......................................................................... 254
Unapply Payment or Credit– Write Off........................................................................ 255
Reverse Payment ......................................................................................................... 256

Compress Invoices....................................................................................................... 257
Accounting Options ...................................................................................................... 259
Account Setup .............................................................................................................. 260

Aging ............................................................................................................................. 260
Close Invoice ................................................................................................................ 261

Fixed Charges............................................................................................................... 261
Future Resv .................................................................................................................. 261
AR Notes ....................................................................................................................... 261

Post History .................................................................................................................. 262
Pay History.................................................................................................................... 263

Profile............................................................................................................................ 263
Reminders - Individual ................................................................................................. 263

Statements - Individual................................................................................................ 264
Traces ........................................................................................................................... 265

Transfer......................................................................................................................... 267
Year View ...................................................................................................................... 268
Research....................................................................................................................... 268

AR Credit Cards ............................................................................................................ 269
Batch Processing Statements..................................................................................... 270
Batch Reminders ......................................................................................................... 272

Statement and Reminder History ............................................................................... 274
AR Batch Posting.......................................................................................................... 274

AR Detailed Aging Report ............................................................................................ 276
Accounts Receivable Check List (Suggested) ............................................................ 277

MISCELLANEOUS ..........................................................................................279

Introduction .................................................................................................................. 281
Quick Keys.................................................................................................................... 281
Show Quick Keys.......................................................................................................... 281

F1 – OPERA Help.......................................................................................................... 281
Shift F1 – Occupancy Graph ....................................................................................... 284

Control F1 – Keys -Keyboard Shortcuts ..................................................................... 285
Shift F2 – Control Panel .............................................................................................. 285
Control F2 – Detailed Availability................................................................................ 286

F3 – Available Room Search ....................................................................................... 288
Shift F3 – House Status .............................................................................................. 288
Control F3 – Room Plan .............................................................................................. 290

Shift F4 - Inquiry ........................................................................................................... 291
Control F4 - Dashboard ............................................................................................... 292

F5 – Rate Query ........................................................................................................... 294
Shift F5 – Floor Plan .................................................................................................... 297
Shift F6 – Quick Book .................................................................................................. 298

F7 – New Reservation ................................................................................................. 298
Shift F7 – Telephone Book.......................................................................................... 298

Control F7 – Telephone Operator ............................................................................... 300
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 ....................................................................................................... 307

Interfaces...................................................................................................................... 310
Change Password ........................................................................................................ 311
Track It – Dashboard ................................................................................................... 312

Track It – Valet ............................................................................................................. 315
Log Book ....................................................................................................................... 316

Registration Cards ....................................................................................................... 317
Data Extraction............................................................................................................. 318

Enrollment .................................................................................................................... 323
Profile Merge ................................................................................................................ 324

Print Tasks.................................................................................................................... 325
User Activity Log ........................................................................................................... 326
Memberships ............................................................................................................... 328

File Export ..................................................................................................................... 329
File Download............................................................................................................... 332

END OF DAY ..................................................................................................335

Introduction .................................................................................................................. 337
OPERA Night Audit Check List (Suggested) ............................................................. 337

Pre-Audit Work.............................................................................................................. 339
Handling No Show Reservations/No Show Auto Posting .......................................... 340
Running the Audit ........................................................................................................ 341

New Day Tasks ............................................................................................................. 343
Post-Audit Work............................................................................................................ 343
Reprint Night Audit Reports......................................................................................... 344

Guest Trial Balance Report ......................................................................................... 345
Credit Card Processing using Southern Data Comm (SDC) ...................................... 346

ProtoBase 6 Password Information ............................................................................ 347
Logging into ProtoBase 6 ............................................................................................ 347
ProtoBase 6 Main Screen............................................................................................ 348

Toolbar Buttons............................................................................................................ 349
Option Pane.................................................................................................................. 350
Tabbed Pages............................................................................................................... 350

Selecting the Database to View .................................................................................. 351
Adding Transactions .................................................................................................... 351

Searching for Transactions ......................................................................................... 353
Viewing, Modifying Transaction Details...................................................................... 353
Deleting Transactions .................................................................................................. 353

Selecting and Deselecting Individual Transactions................................................... 354
Selecting and Deselecting Multiple Transactions Based on Criteria ....................... 354

Toggling the Transaction Status ................................................................................. 355
Deselecting a Transaction........................................................................................... 355
Processing a Credit Card with Night Audit.................................................................. 357

Step 1: Display the Settlement Totals using ProtoBase 6 ........................................ 358
Step 2: Run Financial Transactions with Generates Report in Opera...................... 359
Step 3: Compare and possibly fix any imbalances .................................................... 361

Step 4: Perform the Night Audit in OPERA ................................................................. 362
Step 5: Settle Transactions ......................................................................................... 362

Settlements in Progress .............................................................................................. 364
Settlement Log ............................................................................................................. 364
Reports ......................................................................................................................... 364

Database Management............................................................................................... 365
Modifying Transaction Status...................................................................................... 365

Reversing and Copying to the Main Database........................................................... 366
Copying to Main Database .......................................................................................... 367

Checking Settlement Information ............................................................................... 367
Fixing Settlement Information..................................................................................... 368

Trouble-shooting Tips................................................................................................... 369
Credit Card Processing using Global Card Services .................................................. 370
GCS Security Information ............................................................................................ 370

Accessing the GCS Real Time Merchant .................................................................... 371
GCS Available Reports ................................................................................................. 371
Running Reports .......................................................................................................... 371

Night Audit Checklist.................................................................................................... 372
Pre -Settlement Report ................................................................................................ 372

Payment Pending Transaction Code Usage ............................................................... 374
Settlement Report........................................................................................................ 376
Current Authorization Search...................................................................................... 377

Transaction Search...................................................................................................... 377
Deposit Report ............................................................................................................. 379
Foreign Currency Analysis ........................................................................................... 379

Swipe Ratio................................................................................................................... 380
Exception Report.......................................................................................................... 381

Market Share Analysis ................................................................................................. 381
Credit Report ................................................................................................................ 382
Credits vs. Debits ......................................................................................................... 382

BUSINESS BLOCKS.......................................................................................385
Introduction .................................................................................................................. 387
Business Block vs. Quick Business Block .................................................................. 387

Group Status Codes..................................................................................................... 387
Business Block Search ................................................................................................ 389

Inquiry ........................................................................................................................... 390
New Block Header........................................................................................................ 393
Block Grid ..................................................................................................................... 399

Range Rooms to Grid................................................................................................... 400
Wash Rooms from Grid................................................................................................ 402

Room Type Priorities in Grid........................................................................................ 403
Group Block Reservations ........................................................................................... 404
Group Options .............................................................................................................. 406

Rooming List................................................................................................................. 406
Rooming List with Shares............................................................................................ 407
New Posting Master..................................................................................................... 409

Delete............................................................................................................................ 409
Cut Keys........................................................................................................................ 409

Print Registration Cards............................................................................................... 410
Block Options ............................................................................................................... 411
Add PM.......................................................................................................................... 411

Changes........................................................................................................................ 412
Copy .............................................................................................................................. 412

Cutoff ............................................................................................................................ 413
Deposit.......................................................................................................................... 413

Notes............................................................................................................................. 413
Item Inventory .............................................................................................................. 414

Shift Date...................................................................................................................... 414
Statistics ....................................................................................................................... 414
Refresh Rates............................................................................................................... 416

Wash Schedule ............................................................................................................ 416
Block Charge Routing .................................................................................................. 417
Cancel a Group............................................................................................................. 418

Events ........................................................................................................................... 419
Creating a Catering/ Meeting Event ........................................................................... 419

Event Notes .................................................................................................................. 422
Banquet Event Orders (BEOs) ..................................................................................... 423
Event Options ............................................................................................................... 424

Function Diary .............................................................................................................. 424
Group Management Reports....................................................................................... 425
Group Pickup Report.................................................................................................... 426

Blocks by Cutoff Date Report ...................................................................................... 428
History and Forecast Report........................................................................................ 429

Business On The Books Report................................................................................... 430
PACKAGES ....................................................................................................433

Introduction .................................................................................................................. 435

Simple Package Element............................................................................................. 435
Advanced Package Element........................................................................................ 441
Attaching Package to a Rate ....................................................................................... 443

Attaching Sell Separate Packages.............................................................................. 446
Adjusting Folios with Package Rates .......................................................................... 451

Reports ......................................................................................................................... 452
Package Allowance Guest In- house........................................................................... 452
Package Ledger Details............................................................................................... 452

RATE / REVENUE MANAGEMENT .................................................................455
Introduction .................................................................................................................. 457

Rate Header ................................................................................................................. 460
Rate Details.................................................................................................................. 462
Negotiated Rates ......................................................................................................... 462

Linking Negotiated Rates to Company Profiles.......................................................... 463
Applying Deposit and Cancellation Rules................................................................... 465
Deposit Rules ............................................................................................................... 465

Cancellation Rules ....................................................................................................... 466
Rule Schedules – Apply Deposit /Cancellation Rules ............................................... 467

Rate Strategy – Rate Code Allocations-Non PERFORMSM Hotels.............................. 468
Rate Strategy – Rate Code Allocations for PERFORMSM Hotels............................... 470
Rate Availability - Stay Restrictions for Non-PERFORMSM Hotels............................. 470

Managing Blackout Dates in OPERA for Non-PERFORMSM Hotels........................... 474
Customized Sell Strategy/ Day Types......................................................................... 475

Set Overbooking Limits for Non-PERFORMSM ............................................................ 477
Hotels............................................................................................................................ 477

Tracking Rates via Customized Source Codes........................................................... 478
Create Custom Rate Categories to Serve as ―Sub-Markets‖ .................................... 479

Creating OXI Traces to Manage Advance Purchase Rates........................................ 480
Revenue Management Reports .................................................................................. 481
Market Code Statistics Report .................................................................................... 482

Reservations Statistics Report.................................................................................... 483
History and Forecast Report........................................................................................ 484
Forecast Report............................................................................................................ 485

Business on the Books Report.................................................................................... 486
Guests In House by Company Report ......................................................................... 487

USERS ...........................................................................................................489
Introduction .................................................................................................................. 491
Add New Cashier.......................................................................................................... 491

Create a User Name .................................................................................................... 493
Assign Individual Permissions..................................................................................... 495
Unlocking a User .......................................................................................................... 497

Create a New User Group ............................................................................................ 498
Add Permissions to a User Group ............................................................................... 499

Add Users to a User Group .......................................................................................... 500
INVENTORY BALANCING ...............................................................................503

Introduction .................................................................................................................. 505

What Causes Inventory Imbalances? ......................................................................... 505
Why Balance Inventory? .............................................................................................. 506
OPERA Xchange Interface (OXI)................................................................................... 507

Automated Inventory Balancing (AIB) ......................................................................... 507
Manual Inventory Balancing Process Steps............................................................... 513

Step 1 – Perform Manual AIB ..................................................................................... 513
Step 2 - Determine if Imbalances Exist ...................................................................... 514
Step 3 - Verify OXI Processors Are Running ............................................................... 515

Step 4 - Determine if Discrepancies are Individual or Group ................................... 516
Step 5 - Resolve Group or Block Discrepancies ........................................................ 518

Making Group Block Adjustments .............................................................................. 520
Step 6 - Research & Resolve Individual Discrepancies............................................. 520
Run the Reservation Comparison Report................................................................... 521

Investigation of Individual Reservations .................................................................... 522
Manual Investigation of Reservations ........................................................................ 523
Error Messages ............................................................................................................ 524

Step 7: Verify No Shows are Reflected in the HOLIDEX® Plus System..................... 525
Step 8- Balance HOLIDEX®Plus with Itself ................................................................. 526

Inventory Balancing Checklist ..................................................................................... 527

INTRODUCTION



Welcome to OPERA Property Management System

This Reference Manual is a tool to guide you through how to use most functionality in the Property
Management System. It should answer your questions about the use and operation of the OPERA Hotel
Edition software system.

Using This This manual follows the design of the OPERA modules in addition to several
Manual supplemental management chapters. The manual contains the following
chapters:

Introduction
Profiles
Reservations
Front Desk
Cashiering
Rooms Management/Housekeeping
Accounts Receivable
Miscellaneous
End of Day-Night Audit
Business Blocks/Groups
Packages
Rate/Revenue Management
User Configuration
Inventory Balancing
Index

Icons These icons are used throughout the document to highlight the following items:

Notes: This symbol indicates an important aspect related
to the topic.

Optional Functions: This symbol indicates the function or
parameter is an optional item and may or may not be active at your
hotel. During the configuration phase, hotel management will
decide on utilizing this optional OPERA feature and implement
usage during training. Verify with management if this is applicable
to your hotel.

Recognizing Software Terms and Operations

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.

Press a Key - As you probably know, there are three primary ways to give commands and
Click the make the software perform in a certain way:
Mouse - Select
a Button 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.
4. In this guide, if we instruct you to press a key, the name of that key will

be presented bold type. 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:
Press the F1 key to access Online Help.
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.

Example: From the RATE QUERY DETAILS screen, select….

Fields A field is an area of a screen where you are asked to enter information (e.g. the
Name field). In this guide, references to fields appear in underlined italics text.

Example: Enter the Block Code you wish to search for and select Search.

Numbered In most cases, each software procedure is broken down into a number of
Steps 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. Make any modifications you wish and choose OK to save changes.

Additional Resources

While this Manual will be your primary on-site reference tool, there is a variety of additional training and
reference 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. These include:

OPERA Online Help

The IHG Merlin website

OPERA eLearning

Training Activity Workbook

Field Based Workshops

OPERA Live Support

Online Help When you are actually working in the OPERA PMS application, the most quickly
accessible resource is the OPERA On-Line Help Function. Pressing the F1 key
displays OPERA‘s On-Line Help from any screen in the system.

IHG Merlin The IHG Merlin website is the primary location for the latest IHG-specific
Website training documentation for OPERA as well as system support, and the latest

news in Global Technology. The URL for the site is www.ihgmerlin.com.

Documents and other linked information can be found under Hotel Topics.
OPERA documentation is primarily found under the subheading OPERA PMS
found under the Front Desk (Hotel Topic) link. OPERA materials may also be
found under Technology/Manuals & Guides and Policies & Procedures.

Often the most efficient way to search for documents in Merlin is to use a
Keyword search. Using the Search field at the top of the Merlin page, enter one
or two words most closely associated with the topic, module or procedure you
are researching. The document you want will most likely be in the top 10-20
documents returned in the search. If the document you want is not found you
may need to limit or vary the keywords you are trying.

eLearning Training of new employees or retraining of current employees may be
performed via the OPERA Xpress eLearning during your installation. The
eLearning lessons provide step-by-step instruction for most of the basic
functions in the OPERA Xpress PMS. The eLearning lessons are accessed
through the myLearning portal, part of the Merlin website (www.ihgmerlin.com).

Training This workbook, used during the OPERA installation, is a valuable tool when
Activity training new employees. After they have completed the OPERA eLearning CDs,
Workbook they should then be given manager-guided training via the Activity Workbook,
which reinforces and builds on the topics learned in eLearning. This Workbook
offers hands on practice activities to be performed in the OPERA system using
your Training schema. If you do not have access to your training schema please
consult OPERA Support at 1-800-810-4499 for assistance.

Field-based Participate in field-based workshops that can further enhance your knowledge
of the OPERA, HOLIDEX Plus and PERFORM systems. These workshops will

Workshops develop your systems management skills to assist you in enhancing your hotels
revenue, sales and service levels. Several OPERA System Expert workshops are
OPERA Live available in the myLearning area of the IHG Merlin website at
Support www.ihgmerlin.com . Current workshops include Rate Management, Groups
Management and OPERA Reports.

Live customer support is available for your OPERA PMS at 1-800-810-4499
select the options stated for Front Desk systems and then for OPERA. Please
utilize the resources listed above for all procedural questions before using the
live support option.

PROFILE



Introduction Profiles in Opera are stored records containing names, addresses and other pertinent
Profiles information about individual guests, groups, companies and other parties concerned
with a guest reservation and stay. Profiles allow us to serve our guests in a more
efficient manner each time they return to the hotel by giving you the ability to recognize
repeat guests and recall their preferences. Profiles also simplify and speed up the
reservation process because we already have the guest, company, or travel agent
information on file.

Every reservation must have an individual (or guest) profile attached to it. Guest
Profiles can be simple, with only a first name, last name and address, or complex with
preferences and notes. Each record can also have additional profiles such as Company
or Agent profiles attached depending on the affiliations of the guest and the
circumstances around the reservation booking.

Profile Types OPERA uses six types of profiles. The screens for each profile type look similar but
differ in the specific fields they contain. All profiles store names, addresses, and other
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 exist 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 can track
referrals from Conventions, Visitors Bureaus and Internet Booking Engines such as
Priceline or Expedia. A common use for this profile type is to track a booking incentive
program such as a secretary‘s club.

NOTE: This is an optional function. Not all properties or brands may
have it active. Consult with OPERA Support if you wish to activate
this function

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 is created when the Group Business
Block is created. 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 are paid directly to the appropriate agency.

NOTE: The HOLIDEX®Plus central reservation system pays Travel Agent
Commissions for commissionable reservations via a centralized
system using IATA number information.

Profile The PROFILE SEARCH allows you to find an existing profile or if an existing profile does
Search not exist, allows you to create a new profile. To search for an existing profile follow
these steps:

1. From the main menu, select Reservations and Profiles.

The PROFILE SEARCH screen displays.

Creating a 2. Enter the last name in the Name field and choose the profile type desired from
New the View By field. Partial entries in the search criteria return a great number of
Individual results.
Profile
3. Highlight the desired profile and open it by double clicking on the profile or by
selecting Edit.

If you are searching for a guest‘s individual profile and cannot find it, you can then
create a new profile for that guest. Follow these steps:

1. From the PROFILE SEARCH screen, select New to create a new profile.

2. Choose Individual profile and select OK.

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. Select OK to save your entries and create the profile.

Profile STATS & INFO screens (tabs at the top of any profile) display the following:
Statistics and
Information Total Guest Stays
Total Guest Revenue
Total No-Show Reservations
Total Canceled Reservations

Use the steps below to locate profile statistics and information:

1. From the PROFILE SEARCH screen, search for and locate the profile.
2. Select Edit to open the profile.
3. Select the Stats & Info tab at the top of the screen.

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. 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 here
displays to the user. Your hotel policy determines how to handle restricted
accounts.

5. Select the Information tab.
6. Use the Language drop-down arrow to choose the preferred language for this

profile.
7. You can also create an AR account for the company by clicking on the drop-

down arrow next to the A/R No. field and completing the SETUP ACCOUNT
screen. (You must have the User Permission to create AR accounts.)

NOTE: See the Accounts Receivable chapter of this manual for complete
instructions on creating A/R accounts.

Profile 8. Select OK to return to the main profile screen.
Options
To view and utilize advanced profile functionality, Edit the profile and select Options.
The PROFILE OPTIONS screen displays.

Attachment Attachment allows the user to attach documents and images to the profile for later
viewing or printing.

To attach a file to a profile:

1. Locate the Profile using the PROFILE SEARCH screen.
2. Highlight the profile and select Edit.
3. Select Options.
4. Select Attachments.

5. Select New.

6. Enter a description for the file in the File Description field.
7. Select the drop-down arrow beside the Select File field.
8. Navigate to the folder that contains the file on the local workstation. Then click

on the file to select it. Choose the Open button.

9. The system returns to the File Upload screen displaying the settings you‘ve
chosen. Select the Upload option.

10. The File Attachments screen reappears displaying all the files including the
most recent addition.

Changes Changes tracks all changes and updates made to the profile.

To view changes on a profile:

1. Locate the Profile using the PROFILE SEARCH screen.
2. Highlight the profile and select Edit.
3. Select Options.
4. Select Changes.

NOTE: Updates made to the profile list in descending order.

Credit Cards 5. Select Close after investigating to return to the profile.

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. Select Reservations from the OPERA main menu.
2. Select Profiles.
3. Locate the Profile using the PROFILE SEARCH screen.
4. Highlight the profile and select Edit.
5. Select Options.
6. Select Credit Cards.

7. Select New to add credit card information to the profile.
8. Select Edit to change existing credit information.

9. Select Delete to remove the highlighted credit card information from the
profile.

To enter a new credit card on the CREDIT CARD – NEW screen:

10. Click the drop-down arrow next to the Card Type field and select the
appropriate credit card type (i.e. Visa, American Express, MasterCard).

11. Enter the credit card number in the Credit Card Number field.
12. Enter the expiration date in the Expiration Date field.

NOTE: Enter expiration dates using the ―mm/dd‖ format (i.e. 12/05).

13. Enter the Name on Card as it appears on the face of the credit card.
14. Select OK to save.

Delete The Delete option deletes the profile entirely from the database. OPERA prompts the
Enrollment user to confirm before removing the profile from the database.

NOTE: As a best practice, we suggest changing a profile status to
inactive rather than deleting it. Statistical and revenue
information from deleted files are lost.

To enroll a guest in the Priority Club® Rewards Program, select the Enrollment option
from the Individual profile. With the HOLIDEX®Plus interface, a guest can enroll in the
program instantly using the existing profile information.

To enroll a guest in the Priority Club® Rewards Program, follow these steps:
1. Select Reservations from the OPERA main menu.
2. Select Profiles.
3. Locate the profile using the PROFILE SEARCH screen.
4. Highlight the desired profile and select Edit.
5. Select Options.
6. Select Enrollment.

The ENROLLMENT screen displays.

Future If the guest is enrolling using a form that already contains a Priority Club® Rewards
Program number, enter the number in the Number field following the Program field
otherwise the system will automatically assign a number.

Enter your Employee ID in the last field to register your entry. All enrollments require
an entry in this field to process an enrollment. This number automatically populates
based on your User Name at login. If you do not have a number, or do not know your
number, see your Manager for assistance. The Employee ID field tracks each
enrollment.

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. Select Reservations from the OPERA main menu.
2. Select Profiles.
3. Locate the profile using the PROFILE SEARCH screen.
4. Highlight the profile and select Edit.
5. Select Options.
6. Select Future.

The FUTURE RESERVATIONS screen displays.

History 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.

The History option provides past and current reservation information (including
turnaways) 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. Locate the profile using the PROFILE SEARCH screen.
2. Highlight the profile and select Edit.
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.

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 turnaways 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. The
Resv option will only display when future reservations exist.

Turnaway displays the TURNAWAY STATISTICS screen that has logged any
reservation attempts from this guest profile that were turned away (including
the refusal reason). The Turnaway option will only display if there were
turnaway statistics previously recorded.

View Folio displays the FOLIO HISTORY screen for the highlighted stay. The
View Folio option will only display if the guest had stayed in the hotel, checked
out and a folio was sent to history.

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).

NOTE: The Points, Resv, and View Folio buttons will not be
available on the HISTORY screen for manually entered
records generated from the system.

Memberships Memberships allow you to add a guest‘s Priority Club® Rewards Program number
during the reservation process or at any point during the guest stay. Priority Club®
Rewards Program numbers are kept in the profile and generate points every time the
guest stays at the property.

1. From the PROFILE screen, select Options.
2. Select Memberships.

3. From this screen, it is possible to view the guest‘s Priority Club® Rewards

Program number. If no number exists, select New to attach the number.
4. Click on the drop-down arrow next to the Type field.
5. Highlight ―PC‖ Membership Type and select OK to save.
6. Enter the Priority Club® Rewards Program number in the Card Number field.

.

7. Select OK to complete and return to the PROFILE screen.
8. Select OK to save the changes and exit the profile.

Merge Duplicate profiles commonly exist for one guest within the system. The Merge option
eliminates duplicate profiles and merges their history together into one single profile.

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. Search for the profile you would like to merge using the PROFILE 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).

Negotiated 4. Select Merge to merge the profiles together and the system merges all
Rates information, historical data, revenue, and history together.

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. From the PROFILE SEARCH screen, highlight the desired profile and 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.

5. Click the drop-down arrow next to the Rate Code field.
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 with out an
ending date, then leave the end date intentionally blank.

8. Select OK to save the Negotiated Rate and return to the profile.

NOTE: After attaching the Negotiated Rate, the PROFILE SEARCH screen
displays a dollar sign ($) 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.

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. From the PROFILE SEARCH screen, highlight the desired profile and select Edit.
2. Select Options.
3. Select Notes.

4. Select New.

5. Click on the drop-down arrow next to the Note Type field to select a note type.

NOTE: If you use the Reservation Note type, this note copies into
each new reservation for this guest.

Preferences 6. Highlight the appropriate Note Type and select OK.
7. Enter a brief synopsis of the note in the Title field.
8. Click in the white text box and enter the note.

Select OK to save and return to the INDIVIDUAL NOTES screen or Close to
return to the profile.

The Preferences function enables you to associate guest 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. From the profile, select Options.
2. Select Preferences.

3. Select New.

4. Highlight the desired Preference Group and select OK.

NOTE: Some of preferences perform certain functions while others
simply print on reports.

Listed below are the explanations of various Preference Groups:

Floor preferences indicate the guest‘s 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 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.

After selecting the Preference Group, a list of values belonging to that Preference
Group appears allowing you to select the desired Preference Code.

5. Highlight the desired Preference.
6. Using the mouse, place an ―X‖ next to the desired preference and select OK.

Relationships 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 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 PROFILE TYPE screen appears:

3. Choose the profile type for the current profile you wish to create a relationship
with and select OK.

4. Search for the Individual, Company, Travel Agent, Source, or Group using the
PROFILE SEARCH screen. If none exists, create a New profile.

5. Highlight the profile on the PROFILE SEARCH screen and select OK.
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.



RESERVATIONS



Introduction In this chapter, we learn creating, editing, and canceling reservations in OPERA PMS. We
will also cover the many reservation options within the RESERVATION module that may
be used to provide better guest service.

New Begin a reservation with a rate and availability search. Follow the steps below to
Reservation perform a Rate Query:
with Rate Query
1. Use the F7 key to open the Rate Query screen, or select Reservations then New
Reservation.

The Rate Query screen appears. When looking at this screen, every field filters specific
rates to assist in your search. You can search for general availability or narrow the
search after pre-qualifying the guest.

2. The following parameters are required to determine which rates are available.
Arrival Date
Number of Nights
Number of Adults
Number of Children
Number of Rooms

3. If the guest has stayed at your hotel before, enter his/her name in the Name
field and select the drop-down so that you can use their profile to expedite the
reservation process and also view the guest‘s preferences and/or stay history.

4. Complete the applicable fields and select OK to return to the RATE QUERY
screen.

5. Once you have completed all search criteria, select OK to see the results of your
query.

The default screen to appear is the HOLIDEX Plus Inventory screen displaying the rates,
inventory and availability information sent in real time from the HOLIDEX® Plus central
reservation system. This functionality is known as Real Time Availability. The OPERA PMS
Real Time Availability (RTA) enhancement uses HOLIDEX® Plus information to present
room and rate availability. The availability results are the same which appear in
HOLIDEX Plus or the IHG branded websites for the same availability query based on the
HOLIDEX Plus Sell Strategy in place. To query the availability of specific rates (e.g.
corporate, negotiated or discount rates not normally in the Sell Strategy, you must enter
the Rate Code or Company Profile information in the Rate Query screen before selecting
OK. Please reference the Real Time Availability section under Rate Management for
more information.

If the user wishes to view the Opera Rates Query Details screen then select the Opera
Rates check box located in the yellow-bordered area. This will display all rates loaded in
OPERA regardless of their availability in the central reservation system.

The HOLIDEX Plus Inventory screen appears with available rates and room types for your
hotel, in a grid format, for the requested date range.

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 colored RED indicate no availability.

Selecting a cell within the grid displays Rate and Room Type information in the gray Info
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 and should be provided to the guest when quoting the rate information. This
is known as ―Click it and Quote it.‖

The buttons along the right side of the screen offer supplemental information and
additional options:

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 screen for all items in inventory defaults to the reservation
request date.
Long Info: Contains additional information about 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. It is not recommended to use this button, as you will bypass
the tracking of turnaways.
Close: Closes the RATE QUERY DETAILS screen

Selecting the choice to view OPERA Rates, the following additional option buttons
appear.

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 (e.g., a two-night minimum or closed to arrival.)
placed on the rates or room types during the stay request.

If no rooms are available (i.e. availability is zero), OPERA PMS will display an Alternate
Properties screen. This information is sent from HOLIDEX Plus and will display any other
IHG branded hotels in the immediate area that have availability of the selected stay
request. This screen is strictly informational. Users must access the HOLIDEX Plus
system to book rooms at another property. If no other IHG hotels nearby have
availability the Zero Available message will display.

6. After making a Rate and Room selection within the grid, select OK to move
forward with the reservation.

The RESERVATION screen displays.

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. An ellipsis button … next to
guest name 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.

Complete all the necessary fields using proper capitalization and punctuation. Fields
that are required to complete the reservation in OPERA have a bold field descriptor (e.g.
Arrival, Departure, Room Type, Rate Code, Res. Type, etc.).

7. Save the reservation by one of the following methods:

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.

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.