Opera Hotel Pre-Installation Guide PMS - Version 50.doc

Opera Hotel Edition Property Management System and Quality Management System Configuration Guide V5 0 002 二月 4 2020 PROPERTY MANAGEMENT SYSTEM AND QUALITY MANAGEMENT SYSTEM 1 1RESERVATIONS 7 1 1OUT OF ORDER OUT OF SERVICE 7 1 2ROOM CONDITIONS 8 1 3ROOM MAINTENANCE 9 1 4HOUSEKEEPING SECTION CODES 10 1 5HOUSEKEEPING ATTENDANTS 11 1 6HOUSEKEEPING TASK CODES 12 1 7FACILITY MANAGEMENT FACILITY TASK 13 1 8FACILITY MANAGEMENT FACILITY CODE 14 1 9RESERVATION TYPES 15 1 10 DEPOSIT RULES 16 1 11 CANCELLATION RULES 17 1 12 RULE SCHEDULES 18 1 14 NO SHOW POSTING SCHEDULE 18 1 13 COLOURS 19 1 14 DISCOUNT REASON CODES 20 1 15 CANCELLATION REASONS 21 1 16 ORIGIN CODES 22 1 17 TRACE TEXTS 23 1 18 ALERT DEFINITION ALERT MESSAGES 24 1 19 ALERT DEFINITION GLOBAL ALERTS 25 1 20 ROOM CLASSES 26 1 21 ROOM TYPES 27 1 22 ROOMS 28 1 23 BOOKING TYPES 30 1 24 RESERVATION METHODS 31 1 25 BLOCK CANCELLATION LOST REFUSED REASONS 32 1 26 DESTINATION CODES 33 1 27 FLOOR PLANS 34 1 28 ITEM INVENTORY 35 2PROFILES 36 2 1PREFERENCE GROUPS 36 2 2PREFERENCES 38 2 3LANGUAGES 42 2 4NATIONALITIES 43 2 5REGIONS 44 2 6COUNTRIES 45 2 7STATES 46 2 8DISTRICTS 47 2 9CITIES 48 2 10 TITLES 49 2 11 RELATIONSHIP TYPES 50 2 12 COMMUNICATION TYPES 51 2 13 ADDRESS TYPES 52 2 14 MAILING ACTION CODES 53 2 15 ACCOUNT TYPE 54 2 16 VIP LEVELS 55 2 17 KEYWORD TYPES 56 2 18 INACTIVE REASONS 57 2 19 PROFILE REQUEST DEFINITION 58 2 20 PROFILE REQUEST TYPES 59 3MEMBERSHIPS 60 3 1MEMBERSHIP CLASS 60 3 2MEMBERSHIP TYPES AND LEVELS 61 3 3MEMBERSHIP CALCULATION GROUPS 62 4RATE MANAGEMENT 63 4 1MARKET CODE MAIN GROUPS 63 4 2MARKET CODES 64 4 3TURNAWAY CODES 65 4 4SOURCE GROUPS 66 4 5SOURCE CODES 67 Rate Yield Management Overview 68 Rate Code 68 Rate Categories 68 4 6RATE CLASSES 70 4 7RATE CATEGORIES 71 4 8RATE CODES 72 4 9PACKAGE ELEMENTS 74 4 10 PACKAGE ELEMENT GROUPS 76 4 11 PACKAGE FORECAST GROUPS 77 4 12 EVENT CODES 78 4 13 DAY TYPES 79 4 14 PROMOTIONS 80 5CASHIERING 81 5 1TRANSACTION CODE GROUPS 85 5 2TRANSACTION CODE SUB GROUPS 86 5 3TRANSACTION CODES 87 5 4ARTICLES 88 5 5CASHIER CODES 89 5 6PETTY CASH HOTEL ACCOUNTS 90 5 7FOLIO GROUPING CODES 91 5 8ROUTING CODES 92 5 9ADJUSTMENT CODES 93 5 10 PAYMENT TYPES 94 5 11 TAX TYPES 95 5 12 NUMBER TO WORDS 96 6ACCOUNTS RECEIVABLE 97 6 1ACCOUNT TYPES 97 7COMMISSION PROCESSING 99 7 1COMMISSION CODES 99 7 2BANK ACCOUNTS 100 8USERS 101 8 1JOB TITLES 101 8 2DEPARTMENTS 102 8 3USERS 103 9GENERAL 104 9 1LOCATORS 104 9 2TRACK IT 105 7 3MESSAGE FORMATS 107 10OPERATIONAL POLICIES 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 1 15 Cancellation Reasons Front Office Sales and Catering Quality Management 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 OTHOther Reasons4 1 16 Origin codes Front Office Sales and Catering Quality Management Definition Opera maintains origin of business statistics and allows to track reservations by setting up origin codes These codes represent the originating media source for each reservation They are used for reporting purposes Task Provide a list of origin codes Completed By Input from the following department heads is recommended Sales Manager Reservations Manager Front Office Manager Origin Codes Examples CodeDescriptionDisplay Sequence EMAILE Mail1 FAXFax2 CRESCentral Reservation Office3 TELTelephone4 1 17 Trace Texts Front Office Sales and Catering Quality Management 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 Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager Executive Housekeeper Controller Trace Messages Examples Trace DepartmentSequence Number Description REC1Call manager upon arrival RES1Charge full deposit HSK1Extra bed to be set up HSK2Unlock interconnecting door FIN1Please check for cost absorption MOD1VIP to meet and greet on arrival 1 18 Alert Definition Alert Messages Front Office Sales and Catering Quality Management Definition Alerts can be used to alert a user in certain areas of the lifecycle of a reservation to perform a certain actions such as following up on missing credit card details when updating a reservation or to call the Duty Manager upon arrival The alert will pop up when the reservation is accessed The areas are Reservation each time the reservation is accessed Check In and Check Out Opening of the billing screen The description can be modified Task Decide which alerts are useful for the operation Completed By Input from the following department heads is recommended Front Office Desk Manager Reservations Manger Alert Messages Examples CodeDescription GMCall General Manager VOUCollect Whole Sale Voucher SAFECollect Safety Box Key 1 19 Alert Definition Global Alerts Front Office Sales and Catering Quality Management Definition Global alerts can be automatically attached to all reservations that meet the alert criteria Global alerts can be set up to appear at any or all of the following times at check in at check out and or whenever the reservation is opened Sets of display conditions further restrict the global alert display based on reservation type block code number of adults children arrival departure time and a host of other criteria Task Decide which alerts are useful for the operation Completed By Input from the following department heads is recommended Front Office Desk Manager Reservations Manger Global Alert Examples CodeAreaDescription and Filter PRIVATEReservationPrivate guest Do not address guest by name always if VIP 3 GMCheck inCall GM always if VIP code is entered 1 20 Room Classes Front Office Sales and Catering Quality Management Definition A room class is a method of grouping the different room types available in your hotel If your property has different styles of accommodation such as villas and hotel suites you may like to separate these using room classes Refer to the room classification hierarchy below to understand how room classes relate to room types and individual rooms It is NOT necessary to have different room classes However availability and reporting can be filtered by room class For example you may have an executive club floor that you would like to be identify separately in reporting and on availability screens Room Classification Hierarchy Task Provide a list of the different room classes Completed By Input from the following department heads is recommended Front Office Manager Reservations Manager Executive Housekeeper Room Classes Examples Room Class Room Class DescriptionDisplay Sequence ECFExecutive Club Floor2 RMSHotel Rooms1 VLSVillas1 HSEHouse Use2 ALLAll Rooms1 1 21 Room Types Front Office Sales and Catering Quality Management Definition A room type code is used to identify each type of room available in your hotel In Opera availability is calculated and displayed by room type so you should only define those room types that you consider being vital for tracking availability Room types appear in sequence order across the rate grid and availability screens Only 12 room types can be displayed on the each screen at one time scrolling buttons will allow viewing of the next any additional room types If you have a large number of room types you should consider using room classes section 1 9 to A room type can also be created that is Generic This room type does not have any physical rooms associated with it but allows the hotel to make a reservation for a room just not guaranteeing which type of room that will be This could be for a standard deluxe or executive room These rooms were commonly regarded to as a Run of House room type It is also possible to define a room type created from a mix of other room types These virtual room types are commonly used to define suites made up from interconnecting rooms opened to define a single room of a new room type Physical features of these rooms can be attached at the room type level and will copy to all associated rooms for that type If you require the ability to track the availability of smoking and non smoking rooms you would need to create double the number of room types suffixed with an identifier such as S or N If you are using S 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 CodeDescription EAEarly Arrival LDLate Departure CCChampagne and Chocolates BRBath Robe CHChampagne CFCheese and Fruit Platter RORollaway Bed COTCrib Profile Interests 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 Front Office Manager Reservation Manager Sales Marketing Manager Catering Manager Profile Interest 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 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 5 Rate Code Rate Header Rate Detail Price for room Rate Detail Price for room Rate Detail Price for room 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 Rate Code Examples Rate CodeDescription LCORP Local Corporate Rate NCORP National Corporate Rate SUMD Summer Delight Package INDS Industry Rate STAFF Staff Rate 4 9Package Elements Front Office Sales and Catering Quality Management 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 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 Package Element GroupsPackage Elements 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 Package Code Examples CodeDescription Trn Code Item Price Allowance Allow Amount TRX Profit TRX Loss Separate Line Add to rate Calculation Rule BFIBreakfast incl 200530 00 Y30 0025002501NNp p day XBFBreakfast excl 200530 00 Y30 0025002501NYp p day PARParking500020 00 N0 00YYp room day DINDinner 400030 00 Y30 0026002601NNp p day BEVBeverage420010 00 Y10 0026002601NNp p day 4 10 Package Element Groups Front Office Sales and Catering Quality Management 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 heads is recommended Front Office Manager Controller Package Element Groups Examples Package Element Group CodeDescriptionShort Description Package TypeGroup Package Elements List HBHalfboardHalfboardGroupDIN BEV OTHOther PackagesOthersGroupPAR Package Element GroupsPackage Elements 4 11 Package Forecast Groups Front Office Sales and Catering Quality Management Definition In order to simplify the forecasting of package elements Opera Provides Package Forecast Codes This allows forecasting all American Breakfasts which can be posted through multiple Package elements e g one incl and one adding to the rate etc thus allowing having one report for your F if they are not defined as such no methods of payment will be displayed at time of checkout Within each of the three types there are transaction groups and tra