Opera管理使用手册.doc

Opera Hotel Edition Property Management System and Sales and Catering System Configuration Guide V4 0 三月 26 2020 PROPERTY MANAGEMENT SYSTEM AND QUALITY MANAGEMENT SYSTEM 2 1RESERVATIONS 销售部销售部 9 1 1OUT OF ORDER OUT OF SERVICE 9 1 2ASSIGNMENT REASONS 11 1 3ROOM MAINTENANCE 14 1 4HOUSEKEEPING SECTION CODES 16 1 5HOUSEKEEPING ATTENDANTS 18 1 6HOUSEKEEPING TASK CODES 20 1 7FACILITY MANAGEMENT FACILITY TASK 22 1 8FACILITY MANAGEMENT FACILITY CODE 23 1 9RESERVATION TYPES 24 1 10 DEPOSIT RULES 26 1 11 CANCELLATION RULES 28 1 12 RULE SCHEDULES 30 1 13 ALERTS 32 1 14 ROOM CLASSES 34 1 15 ROOM TYPES 36 1 16 S these also may include a PMS Accommodation Rooms A flag or indicator will be placed in the Room Type screen to eliminate the placement of Meeting Rooms from the Room Grid and Physical Inventory of the PMS Information for Sleeping Rooms and Meeting Rooms will be placed in a common table with each program getting a different view The reason for this is to ensure future development of rate structures and yield management All Meeting Function Rooms in your hotel that you wish to see on your Graphical Function Diary must be configured in Opera Exact measurements of the rooms can be entered and any special details that you wish to capture regarding the room Attached to each room are the various Room Rates that you offer to clients S included on this report are the reasons for the discount Task Provide a list of discount reasons Completed By Input from the following department heads is recommended Sales Manager Reservations Manager Front Office Manager Discount Reasons Examples CodeDescriptionDisplay Sequence NARequested room type not available1 FOMPer Front Office Manager2 GMGM s approval3 Discount Reason Worksheet CodeDescriptionDisplay Sequence 1 29 Trace Texts Front Office Sales and Catering Quality Management Application Function Reservation Traces Optional Definition This option provides the facility to define standard trace messages applicable for each trace department Default trace messages eliminate the need for the user to retype commonly needed trace messages by providing a list of predefined messages to select from Task Provide a list of standard trace messages for all trace departments defined in section Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager Executive Housekeeper Controller Trace Messages Examples Trace Department Sequence Number Description REC1Call manager upon arrival RES1Charge full deposit HSK1Extra bed to be set up HSK2Unlock interconnecting door FIN1 Charge back requested Please send credit application form MOD1VIP to meet and greet on arrival Trace Messages Worksheet Trace Department Sequence Number Description 1 30Cancellation Reasons Front Office Sales and Catering Quality Management Optional Definition Opera requires a reason for every reservation cancellation These cancellation reasons codes are only used for individual reservations there is a separate section for block cancellation reasons At the time of cancelling a reservation the user can select the reason and enter additional information such as who cancelled and their contact details This information is then retained with the reservation in the user log Task Provide a list of cancellation codes Completed By Input from the following department heads is recommended Sales Manager Reservations Manager Front Office Manager Cancellation Codes Examples CodeDescriptionDisplay Sequence PRICEPrice too high1 PLANPlans changed2 SICKSickness3 TERTerrorism4 GODAct of God5 Cancellation Codes Worksheet CodeDescriptionDisplay Sequence 2 Profiles 2 1Preference Groups Front Office Sales and Catering Quality Management Optional Definition Preference groups are used to group guest requests on their profile An example of a preference group would be newspaper and the corresponding preferences would be Wall Street Journal New York Times USA Today etc Opera is installed with and requires several specific preference groups such as room features smoking floor specials newspaper and room type New preference types can be created as well as corresponding preferences It is also possible to define the number of preference that can be recorded for a particular preference group For example only a single smoking preference is logical but several newspaper preferences are allowed Note Room Features Floor and Smoking preference types are attached to a room s configuration Task Provide a list of all preference type codes Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager Preference GroupsPreference Codes Sales Marketing Manager Preference Types Examples Preference Type Code Description ROOM FEATURESRoom Features NEWSPAPERNewspaper Preference FLOWERSFlower Preference AMENITYAmenity Preference Preference Type Codes Worksheet Preference Type Code DescriptionMax Quantity Sequenc e SPECIALS Guest Special Requests3 NEWSPAPERNewspaper Preference2 SMOKINGSmoking Preference1 ROOM FEATURE S Room Feature Preference2 FLOORFloor Preferences4 ROOM TYPERoom Type Preference1 INTERESTProfile Interests 2 2Room Feature Preferences Front Office Sales and Catering Quality Management Optional Definition Room features are used to designate physical attributes of a room such as corner room high floor Jacuzzi tub etc When searching for a room in Opera for pre blocking or during check in these room features can be used to find the exact room the guest prefers These room features can be attached to a guest s profile and will always be used when searching for a room for future reservations Task Provide a list of all room feature codes Completed By Input from the following department heads is recommended Front Office Manager Engineering Executive Housekeeper Reservations Manager Room Features Examples Room Feature Code Description NENear Elevator BTHBath INTInternet Access FAXFax in the Room ICInterconnecting Room Feature Preference Worksheet Preference CodeDescriptionSequenc e 2 3Floor Preference Front Office Sales and Catering Quality Management Optional Definition The floor preference is used to designate which floor the room is actually on 1st floor 2nd floor or generally speaking high or low floor This preference is configured on each room and can also be attached to a guest s profile If attached it will be used when searching for a room during pre blocking or check in Task Provide a list of all floor preference codes Codes are recommended to be no more than 5 alphanumeric characters Note If using actual floors and they are single digit please enter them as two digits Floor 1 01 Floor 2 02 Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager Floor Examples Floor Preference CodeDescription 011st Floor 022nd Floor Floor Preference Worksheet Preference CodeDescriptionSequenc e 2 4Smoking Preference Front Office Sales and Catering Quality Management Optional Definition Smoking preference allows for rooms to be identified as either smoking or non smoking These preferences can be attached to a guest s profile If this preference is attached to the guest profile then only those rooms will be searched for during room blocking or check in Task Provide a list to designate the smoking feature of a room Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager Smoking Examples Preference Code Description SMSmoking NSNon Smoking CGCigar Smoking Room Smoking Preference Worksheet Preference CodeDescriptionSequenc e 2 5Special Request Preferences Front Office Sales and Catering Quality Management Optional Definition Special request preferences are used to indicate any items the guest would like i e early arrival fresh flowers in the room champagne chocolates bathrobe late departure etc Special requests could be similar to room features but keep in mind room features are only physical attributes of a room For example a high floor maybe a special request but a preference for the 8th floor would be an actual floor preference A specials report can be printed for guests arriving staying over and departing a particular date and can be distributed to all departments in the hotel Special requests are most commonly used for reservation specific requests with only a small number of requests being recorded on the profile for future reference Task Provide a list of all special request codes Completed By Input from the following department heads is recommended Front Office Manager Engineering Executive Housekeeper Reservations Manager Sales Marketing Manager Special Request Codes Examples Special Request Code Description EAEarly Arrival LDLate Departure CCChampagne and Chocolates BRBath Robe CHChampagne and Chiller CFCheese and Fruit Platter RORollaway Bed COTCrib Specials Preference Worksheet Preference CodeDescriptionSequenc e 2 6Profile Interest Codes Front Office Sales and Catering Quality Management Definition This is a list of services that your hotel can provide to a client Hence you are quantifying the reasons why this guest account or contact is utilizing your property and what they are interested in at your property These codes are often used when creating a mailing list as you may be opening a new Chinese Restaurant and you want to include all persons who would be interested in dining in the new restaurant Task Provide a breakdown of all services your hotel currently can provide now and any other services your clients may be interested in Completed By Input from the following department heads is recommended Sales Marketing Manager Catering Manager Product Interest Codes Examples CodesDescription F leaving fewer fields to complete and ensuring accurate statistics For rates where the market or source can vary these fields should be left blank to force the user to think about the correct value to select Rate codes can be configured in multiple currencies For overseas agents where contracts may be negotiated in US a separate rate code in US can be added which will converted to local currency at the time of posting using a predefined exchange rate section As the rate code defines the amount to be posted to the account nightly it is also necessary to define the transaction code to be used to record the postings Commonly a single transaction code is used for accommodation charge however Opera allows you to reference a variety of transaction codes should you wish to separate accommodation charges Transaction codes are defined in section Task Provide all necessary information on rate codes for the installation Make sure your actual and next year rates are set and you have all details on hand Completed By Input from the following department heads is recommended Sales Marketing Manager Reservations Manager Front Office Manager General Manager Rate Code Examples Rate Code Description LCORP Local Corporate Rate NCORP National Corporate Rate SUMD Summer Delight Package INDS Industry Rate STAFF Staff Rate Refer to worksheet for detailed example Rate Code Worksheet 4 13Best Available Rates Front Office Sales and Catering Quality Management Optional Definition The Definition of a Best Available Rate BAR Set allows you to define a list of your rate codes which should be used to retrieve the 4 best available rates during a rate query independent of the room type This can be set per date range Task Provide a list of rate codes to be used for BAR rate queries Completed By Input from the following department heads is recommended Reservations Manager Sales Marketing Manager BAR Examples Date RangeRate Code 01 03 31 12 03RACK 01 03 31 12 03PROMO1 01 03 31 12 03PROMO2 01 03 31 12 03PROMO3 01 03 31 12 03WEEKEND 01 03 31 12 03WEEKDAY BAR Worksheet Date RangeRate Code 4 14Rate Information Template Front Office Sales and Catering Quality Management Optional Definition The rate information template allows further information to be specified about each rate code and can be viewed on the rate query grid Information such as ID requirements included package options with outlets and times available late checkout included etc While the short information room type description and rate code short information provides a brief description of the rate and room the rate information template provides a larger space to write the rate details Rate information can also be used to define a selling script outlining the exact wording reservation agents should used to sell each rate code including up sell options entitlements etc A selling script ensures that each operator is consistent when selling the hotel Task Create a rate information template Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager General Manager Sales Marketing Manager Rate Info Template Example Rate Information Template INFORMATION TO RATE CODE Rate Code is valid for following Travel agents or Companies Rate Includes ID Requirements Must present valid drivers license at check in indicating local address for rate Restrictions Rate is only available to local residents and Max LOS of 5 Rate Information Template Worksheet Rate Information Template 4 15Package Elements Front Office Sales and Catering Quality Management Optional Definition In Opera a rate code can also consist of many package entitlements Each entitlement is termed a package element A package element is defined as an additional item that can either be included in the rate or in addition to the rate i e breakfast champagne dinner a movie golf green fees etc A package group is a collection of package elements Package groups allow commonly grouped elements to be defined as one item with the need to only reference the one group item on the rate code In turn Opera is aware to allow the individual elements that make up the package group The package group ROMANCE could be made up of package elements breakfast champagne and chocolates When adding these packages to the rate the package group would only have to be selected rather than having to attach multiple package elements to the rate Package Elements Hierarchy Package elements can be configured to create an allowance rather than charging posting the specific entitlement automatically Using allowances Opera reserve an amount that is then offset against the actual posted charge as it occurs This occurs internally and does not display on the guest folio Allowances are commonly used for point of sale transactions such as dinner or breakfast where the guest will dine and can be expected to charge back to their room Rather than having to inform your outlets of what guests and staying on specific packages each guest can simply charge back to their room Opera will then determine if package allowances exist to offset the room charge Any Package Element GroupsPackage Elements overage above the entitled amount will be posted as a surcharge to the guest s account Alternatively Opera can automatically post a package entitlement eliminating the need for user intervention In the case of parking or theatre ticket Opera can split from the accommodation charge the amount required and in turn post an amount for the cost of the tickets or parking No allowance is created and no user intervention is required Some questions to consider when defining your package elements 1 Are package elements included in the price of the room or are then added to the price of the rate detail For example the rate detail price is 100 and the breakfast package element 15 Should the guest be charged only 100 00 85 credited to room revenue and 15 for breakfast 100 or 115 100 room 15 breakfast This will determine if package elements are Add to Rate 2 Are package elements available each day or only on certain days Opera can have elements available each day only on arrival departure or 7 other ways Are package elements available all day or only during certain hours Breakfast 5am 10am Dinner 5pm 10pm 3 Are package elements that are posted from an outlet point of sale system posted directly to the guest room or does the guest present a coupon and this amount is posted to a house account 4 How are package elements charged Per reservation person adult child or per room 5 For package elements such as breakfast and dinner are the guests quoted a dollar amount they can spend given a special menu to order from include any outlet including room service 6 What happens if the guest exceeds their package element price For example the guest is charged 50 00 for breakfast but the rate includes breakfast for two The guest has a 54 00 breakfast Where should this extra 4 be posted What if the guest does not have breakfast where should the 50 be credited 7 When a package element such as breakfast is posted from the restaurant does the charge come across into the PMS system as one line Room Service 35 or is it broken out into Room Service Food 17 Beverage 8 Tax 4 Gratuity 6 Task Provide a list of all package elements Note Package elements should be created first and then attached to package groups Completed by Input from the following department heads is recommended Front Office Manager Controller Sales Marketing Manager Reservations Manager Examples Packag e Elemen tDescription Trn Code Trn Profit Trn Loss Item Price Allowance Allow Amount Separate Line Add to rate Calculation Rule Group BFI Breakfast incl 2005 2006 2007 30 00 Y30 00NNp p dayF B XBF Breakfast excl 2005 2006 2007 30 00 Y30 00NYp p dayF B PARParking5000 7050 7060 20 00 N0 00YYp room day Others Package Element Worksheet package xls 4 16Package Element Groups Front Office Sales and Catering Quality Management Optional Definition The package module allows you bundle package elements into groups If you commonly have a need to link the same elements to rate codes you can group them and then link the group element to the rate code instead Task Provide a list of all package element groups Completed by Input from the following department h