IKL Knowledge

Opera Reservations Process Manual

2015 Opera Process Manual 2015

Module Overview for GMs

 How to print registration cards in advance and as individuals   Updating a guest profile with the details from a complete registration card   Know how to Room move using the room plan Check in Module 2   Check in a guest on a gift experience stay   Check in a guest who has a third party form attached to the reservation   Check in a guest who is part of a group booking   Understanding post master (PM ) rooms as part of a group   How to attach a new guest profile onto a reservation on Check In   Know how to deal with late check in with or without a night porter present on  site   Know what to do with a check in after the End of Day has been completed at site   Extending a stay for an in house guest Housekeeping Module 1   How to create a housekeeping task sheet for one or more housekeepers   Change room status from dirty to clean   Understand how to put rooms Out of order, and the correct process for doing s   How to put rooms back on for sale after being taken out of order

Billing Module 1   Understanding the billing screen   How to check out guests with a zero balance 

 How to check out guests with an outstanding balance and understanding why   Check out a Gift Experience voucher stay – understand the difference from a  normal check out    Early departure – when a refund is due and when one is not   How to print a VAT receipt after guest’s departure 

 How to put through a refund on opera   Check out a PM room with a zero balance 

Billing Module 2   Check out a Gift experience reservation when the routing is not set up   Splitting the billing screen in order to tidy up an invoice   How to charge for damages or smoking    Handling a gift experience voucher complaint   Check out a PM room with an outstanding balance 

Opera Process Manual 2015

End of Day Module 1   How to prepare for Opera/Zonal End of day procedures 

 How to run Opera End of day

End of Day Module 2   Non Arrival Process  What to do if there is a failure during End of Day Process

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Innkeeper’s Lodge

Opera Process Manual