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Wyndham Worldwide Baymont Inn & Suites Days Inn Howard Johnson Knights Inn Ramada Worldwide Super 8 Travelodge Wingate Wyndham

Opera Student Workbook

Author: Linda Simmen Software Version 4.0

Editor: Ormand Deen Publication Date 07/09/08

Approved Wyndham Worldwide : Christine Keller Revision Date 11/08/08

Workbook Version 5.1 Of 148

Opera Xpress Training Workbook

Training for SuccessTraining for SuccessTraining for SuccessTraining for Success

Student Guide

This is a training document for the Hotel Implementation Group of Wyndham Worldwide Hotel Group©. The processes included in this training workbook are based on the Wyndham Active Learning and Best Practices which have proven to address the quality of training,

implementation, deployment, and customer service. Each hotel is unique and each has training and support issues specific to that hotel, this document is not intended to be all inclusive and may not meet the needs of all property processes or procedures. This Training Workbook is

the sole property of Wyndham Hotel Implementation group. No portion of this document may be reproduced or copied without the permission of Wyndham Hotel Implementation group or author.

Suggestions Additions or Deletions should be addressed to:

Wyndham Worldwide Hotel Group Opera Implementation Manager

10 Sylvan Way Parsippany, NJ

DO NOT REMOVE THIS PAGE

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Training for SuccessTraining for SuccessTraining for SuccessTraining for Success____________________________________

2 Property of Wyndham Worldwide Hotel Group, copying and distribution of this document without permission is forbidden



Table of Contents

Opera Xpress Training Workbook 1

Student Guide 1

Opera Basic – Brief Introduction to Opera Training 9

Introduction 9

How to use the Workbook 9

Training Contract 10

What is Active Training? 10

Training Day 1 11

Training Day 1 13

Today’s Target Objectives 13

Logging into Opera PMS 15

Changing your Password 16

Navigation in Opera PMS 17

Help and Quick Reference Guides 18

Quick Quiz 19

Opera Profiles 20

Basic Reservation 21

Creating a Reservation 21

Quick Quiz 25

Searching and Editing a Reservation 26

Basic Reservations Practice 27

Log Off Procedure 30

Quick Quiz 32

Retrieving and Changing a Reservation 32

Creating a Direct Bill Reservation 33

Canceling a Reservation 36

Searching for a Canceled Reservation 36

Reinstate Canceled Reservation 36

Review and Practice 37

Quick Quiz 37



Training Day 2 41

Training Day 2 43


Review: 45

Updating Tax Exempt Status 45

Viewing Guest History 46

Creating a Share Reservation 46

Adding an Accompanying Guest to a Reservation 50

Creating a Multiple Room Reservation 51

Creating an Add On Reservation 51

Creating a Group Reservation 52

Check In 54

Completing a Check In 54

Quick Quiz 55

Check In Practice Exercises 56

Creating a Walk In Reservation 60

Checking In your Multiple Room reservation 61

Making Changes to an In House Guest 63

Routing 64

Completing a Charge Routing to another guest 64

Routing Charges 65

Checking in a Wyndham Rewards Free Night Stay 66


Quick Quiz 66

Training Day 3 67

Training Day 3 69


Review: 71

Folio and Billing Basics 72

Posting 73

Completing a Folio Posting 73

Manually Posting Charges 74



Batch Posting 75

Batch Post Practice 75

Adjustments and Corrections 76

Corrections 76

Completing a Folio Correction 76

Correcting a Posting Charge 76

Adjustments 77

Completing a Folio Adjustments 77

Adjusting a Posting 77

Quick Quiz 77

Transfer Charges 78

Completing a Charge Transfer 78

Moving Charges 79

Quick Quiz 79

Check Out 80

Completing a Check Out 80

Quick Check Out 85

Quick Quiz 85

Early Departure Bill 86

Reports 86

Cashiering 87

Quick Keys 88

Dashboard 89

Maximum Availability (optional) 91

Detailed Availability 91

Rate Query 92

House Status 93

Room Search 94

Quick Quiz 94

Audit Training 95



Audit Training 97


Basic Audit Overview 99

Preparation 99

Balancing and Batching Credit Cards 99

Running End of Day 100

New Day 100

Audit Procedure 101

Running the End of Day 103

Creating a Walk In – After Audit Reservation 105

Housekeeping Training 107

Housekeeping Training 109


Housekeeping Overview 111

Updating Housekeeping Status 111

Housekeeping Mgmt 111

Assigning Room Attendants 113

Room Discrepancy 114

Updating Out of Order/Out of Service 114

Room History 115

Reports 116

Need to Know 117

Need to Know 119

Target Information 119

Opress Xpress Quick Keys 121

Reservation Basics “Soft Skills” 122

Reservation Window Pane 127

Direct Bill Window Pane 128

Check In Window Pane 129

Check Out Window Pane 130

SRP Master 131




Opera Xpress Advanced Functions 133

Wyndham Rewards 136

Front Desk Functions: 136

Manager Functions 139

SDC Processing Credit Cards (if applicable) 142

Balancing Opera Xpress PMS to PBAdmin 145

Settlement/Deposit Procedures 146



Opera Basic – Brief Introduction to Opera Training

Introduction

Over the next few days you will have a unique opportunity to begin your Front Desk Training with Opera Property Management System. The activities and exercises contained in this book are designed to give you hands on opportunity to work with Opera in as close to “real life” examples that you perform daily at the front desk. The exercises included in this workbook will not only help you become familiar with the Opera PM System but apply the Opera PM system to your daily front desk tasks.

How to use the Workbook

Included in this workbook are specific icons that designate activities or items of interest pertaining to your training on Opera PMS. When you see one of these icons it will direct you to a task, exercise, or note of interest. Also contained in this workbook are screenshots associated with exercises or examples, these are for training purposes only and may not reflect your properties specific configuration and operational processes. The suggested training processes included in this workbook are Wyndham Hotel Groups “Best Practice” procedures and are suggested processes for the integration of the Opera Xpress PM system at your property.

When you see the Mouse – you

will be directed to a practice

exercise.

When you see the Question Mark –

you will be directed to answer

“Short quizzes” pertaining to the

material just covered.

When you see the Bell – you will

be directed to complete a fun or

learning activity.

When you see the Light Bulb –

you will be directed to

additional information about

your new Opera PMS.

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10 Property of Wyndham Worldwide Hotel Group, copying and

Training Contract

This workbook is designed to be used by a Certified Opera Xpress traiclassroom setup and atmosphere can be as vital as the material that is learned over the next couple of days. So lets’ make a contract with regards to the training: Training Contract

1. Start and End on Time. “Make sure you arrive ready to start at the appointed time and the trainer will be able to end at the appointed time”. The material requires a specific amount of time staff, then it will go later than the appointed end time.

2. No Cell phones. “Make sure your cell phone is set to vibrate only”. Emergencies happen but please do not disturb the class with return calls during a break. Absolutely no text messaging during

3. Food and Drink around Computers prohibited.away from computer hardware and keyboards. All drink containers must have a screw top lid”.

What is Active Training?

The training style we use in conjunction with this workbook is called “Active Training” or you may know it as “Active Learning”. Active Training involves carefully engaging students in course material (workbooks) using constructed learning actGenerally, this requires the Trainer to be a facilitator of the material rather than lecturer. If you were a visitor walking into a training class you would se

exercises, students asking questions odemonstrations and learning modules. Active Training is not quiet!!

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Training for SuccessTraining for SuccessTraining for SuccessTraining for Success

Property of Wyndham Worldwide Hotel Group, copying and distribution of this document without permission is forbidden

This workbook is designed to be used by a Certified Opera Xpress trainer in a classroom setting. The classroom setup and atmosphere can be as vital as the material that is learned over the next couple of days. So lets’ make a contract with regards to the training:

“Make sure you arrive ready to start at the appointed time and the trainer will be able to end at the appointed time”. The material requires a specific amount of time to complete. If the class starts late because of missing or late

o later than the appointed end time. “Make sure your cell phone is set to vibrate only”. Emergencies happen but

please do not disturb the class with calls and conversations: take emergency calls outside or wait to reak. Absolutely no text messaging during class.

Food and Drink around Computers prohibited. “Make sure that drinks are kept on the floor and away from computer hardware and keyboards. All drink containers must have a screw top lid”.

The training style we use in conjunction with this workbook is called “Active Training” or you may know it as “Active Learning”. Active Training involves carefully engaging students in course material (workbooks) using constructed learning actGenerally, this requires the Trainer to be a facilitator of the material rather than lecturer. If you were a visitor walking into a training class you would see: students working together on

exercises, students asking questions of other students, and the trainer would be directing the class through demonstrations and learning modules. Active Training is not quiet!!

Training for SuccessTraining for SuccessTraining for SuccessTraining for Success____________________________________

distribution of this document without permission is forbidden

ner in a classroom setting. The classroom setup and atmosphere can be as vital as the material that is learned over the next couple of days.

“Make sure you arrive ready to start at the appointed time and the trainer will be able to end at the appointed time”. The material

starts late because of missing or late

“Make sure your cell phone is set to vibrate only”. Emergencies happen but calls and conversations: take emergency calls outside or wait to

“Make sure that drinks are kept on the floor and away from computer hardware and keyboards. All drink containers must have a screw top lid”.

The training style we use in conjunction with this workbook is called “Active Training” or you may know it as “Active Learning”. Active Training involves carefully engaging students in course material (workbooks) using constructed learning activities and exercises. Generally, this requires the Trainer to be a facilitator of the material rather than lecturer. If

students working together on f other students, and the trainer would be directing the class through



Training Day 1



Training Day 1

Today’s Target Objectives


Logging into Opera PMS 15


Navigation in Opera PMS 17

Help and Quick Reference Guides 18

Quick Quiz 19

Opera Profiles 20

Basic Reservation 21

Creating a Reservation 21

Quick Quiz 25

Searching and Editing a Reservation 26

Basic Reservations Practice 27

Log Off Procedure 30

Quick Quiz 32

Retrieving and Changing a Reservation 32

Creating a Direct Bill Reservation 33

Canceling a Reservation 36

Searching for a Canceled Reservation 36

Reinstate Canceled Reservation 36


Quick Quiz 37

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Logging into Opera PMS

Every user has a unique logon and password to access Opera PMS. This activity will guide the user through the steps to logging into Opera PMS for the first time. Each user is setup in Opera PMS by the General Manager with a specific user templawithin Opera PMS.

Exercise #1

1. Click the Desktop

2. At the Logon Screen enter your user name and password and

choose the Training

user will always log into

3. Click Logon.

4. Click the PMS icon.

5. Choose the Property (it will default to your property)

6. Click Login.



Every user has a unique logon and password to access Opera PMS. This activity will guide the user through the steps to logging into Opera PMS for the first time. Each user is setup in Opera PMS by the General Manager with a specific user template that allows them to access specific job specific functions

Desktop Icon to start Opera PMS

At the Logon Screen enter your user name and password and

Training schema. In the “live” environment the

ser will always log into the Production schema.

Click Logon.

Click the PMS icon.

Choose the Property (it will default to your property)

Click Login.



Every user has a unique logon and password to access Opera PMS. This activity will guide the user through the steps to logging into Opera PMS for the first time. Each user is setup in Opera PMS by the

te that allows them to access specific job specific functions

At the Logon Screen enter your user name and password and

Your Opera will have 2 schemas available: Production (which is the live hotel connected to CRS) and Training.

��



Changing your Password

� Click Miscellaneous > Change Password � Enter Old Password and New Password (Confirm) > Click OK.

The following are the Password requirements for Opera Xpress:

� Blank passwords are prohibited and must never be used. � Passwords must be of a minimum length of seven (7) characters and must be composed of at

least two of the following character types: o Alphabetic o Numeric o Special character

� Passwords cannot be the same as the User ID. � The six (6) most recent passwords cannot be used when selecting a new password. � Your User Account lockout will occur after five (5) unsuccessful (failed password) login

attempts.

Recommendations for Protecting your Password: � Never write down your password. � Never Share passwords with anyone. � Change your password often or as required by your property. � Change your password immediately if you think it has been compromised.



Navigation in Opera PMS

Opera PMS is divided into a Top Navigation Menu Bar, an Icon Navigation Bar and a Sub Menu Navigation Bar. To see additional menu items in the Icon Menu Navigation Bar Click the Blue Arrow at the far right.

Another way to navigate your Opera Xpress PMS is through “Quick Keys”, these will be covered in detail in a later section. A key function of Opera Xpress is the pop up box headers. You will notice these on most Xpress operations. A user can easily view the type of screen and specific information prior to making changes or edits. You will notice in the training workbook that many of the headings have been removed.

Top Navigational

Menu Bar

Icon Menu Navigation

Bar

Sub Menu Navigation

Bar

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Help and Quick Reference Guides

Help Menu

The Help Menu in Opera PMS is located on the top navigation bar from the Main Opera Screen or you can use the “Quick Key” F1. The Opera Help includes a Table of Contents, an alphabetical index, and text Search option. Shown below is an example of the Opera Help tabs.

One of the key functional aspects of the using the F1 or Help Menu is that a user can access specific based

help based on the menu or sub menu or item being accessed. For example if a user wants to access only

reservation information, they could Click Reservations

will now see information specific for Creating Reservations.

Exercise #2

1. Open the Opera Help by clicking Help on the Top Navigation

Bar of your Training Computer. You will notice that a drop down appears choose the Opera Help.

2. Click Search3. You will be presented with a number of options. Highlight Adjusting Posting from

the list and double click. You should see the information Postings below.



Help and Quick Reference Guides

located on the top navigation bar from the Main Opera Screen or you can use the “Quick Key” F1. The Opera Help includes a Table of Contents, an alphabetical index, and text Search option. Shown below is an example of the Opera Help tabs.

key functional aspects of the using the F1 or Help Menu is that a user can access specific based


reservation information, they could Click Reservations > New Reservations and then click F1. The user

will now see information specific for Creating Reservations.

Open the Opera Help by clicking Help on the Top Navigation Bar of your Training Computer. You will notice that a drop down appears choose the Opera Help.

Search and type the following “adjusting a posting” in the field provided. You will be presented with a number of options. Highlight Adjusting Posting from the list and double click. You should see the information concerning Adjusting Postings below.



located on the top navigation bar from the Main Opera Screen or you can use the “Quick Key” F1. The Opera Help includes a Table of Contents, an alphabetical index, and text

key functional aspects of the using the F1 or Help Menu is that a user can access specific based


> New Reservations and then click F1. The user

Open the Opera Help by clicking Help on the Top Navigation

and type the following “adjusting a posting” in the field provided. You will be presented with a number of options. Highlight Adjusting Posting from

concerning Adjusting

The search feature looks for key words in the search field – try not to type too much or too little. Be specific

��

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Quick Reference Guide

The Opera Quick Reference Guide is a good source for frequently used Front Desk and Manager functions in Opera PMS. The reference guide contains simple stepfunctions such as: reservations, check ins, postin

Quick Quiz

1. Do all users in Opera PMS have the same access?2. Name three ways a Front Desk Agent could find out how to create a reservation in Opera PMS?

Exercise # 2

Using the Opera Help. Click Reservations > Profile > Click F1. Note the directions for Searching for a Profile. Write them below.

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The Opera Quick Reference Guide is a good source for frequently used Front Desk and Manager functions in Opera PMS. The reference guide contains simple step- by- step procedures for doing basic front desk

, check ins, posting, adjusting, transfers, and check outs.

Do all users in Opera PMS have the same access? Name three ways a Front Desk Agent could find out how to create a reservation in Opera PMS?

Using the Opera Help. Click Reservations > Profile > Click F1. Note the directions for Searching hem below.

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The Opera Quick Reference Guide is a good source for frequently used Front Desk and Manager functions step procedures for doing basic front desk

g, adjusting, transfers, and check outs.

Name three ways a Front Desk Agent could find out how to create a reservation in Opera PMS?

Using the Opera Help. Click Reservations > Profile > Click F1. Note the directions for Searching

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Opera Profiles

A key feature in Opera PM Systems is the “Profile”. The Profile is the hub by which all the major modules in Opera depend on. Below is a graphic of how the Profile relates to Opera functionality. A guest reservation is created and when it’s created it automatically creates in Opera an “Individual Profile”. However, this reservation could also be attached to a company (AR/Direct Bill Account) which has a “Company Profile” or to an arriving group which would have a “Group Profile”, or to a travel agent who would have an “Agent Profile”. “Source Profiles” refer to persons (who are not travel agents) that bring business to the hotel, for example, secretaries who make travel arrangements for companies. “Contact Profiles” are persons that serve as an interface between you and guests or business accounts, for example your phone vendor. If the user makes changes to an Individual (guest), Company, Group or other profile, the information updates permanently in the profile and all future and past reservations will be changed. For more information check the Opera Help function using the key word search of “About Profiles”.

To access the Profile the user will go to Reservations > Profiles > Enter the guests Name, Company, Travel Agent, or Group.

Exercise # 3

Access the Profile for your Employee: Reservation > Profile. Search for Employee’s profile and change the phone number to: 809-321-1212. Click OK to save.



Basic Reservation

Opera Xpress PMS menus follow the standard guest stay process; Reservation, Check In, In House, and Check Out. During this training session we are going to concentrate on the Reservation process.

Creating a Reservation

You will be creating a reservation for yourself.

Step by Step Reservation Process “Demonstration by Trainer” Step 1 – Click the New Reservation button (F7) Step 2 – Check Rate and Room Availability Step 3 – Complete Guest information for Reservation (and profile) Step 4 – Saving Reservation and Closing Script

Step 1 Click Reservations > New Reservation Icon or Press F7 on your keyboard. Complete the following Guest Stay Information: User can tab from field to field. When completed Click

OK. � Arrival – User can type or use the calendar option. � Nights – Enter the number of nights that guest will be staying (the departure date

will automatically populate). � Adults - Enter the total number of adults – the number of adults could affect the rate

quoted. � Children – Enter total number of children. � No. of Rooms - Entering more than the default 1 room will make this a multiple

room reservation.

For our practice exercise: Use the current System Date, 2 Nights, 2 Adults,

and 0 Children.

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Step 2 Check Rate and Room type Availability. The following rate and room type availability screen will appear. The rate that appears is the average rate for the dates requested. To see a detail of the rates for each date, the user will click the that occur during the guest’s stay will appear here. This screen also shows by the guest for the entire stay. Room types appearing in Red are sold out and room types in users may or may not have the ability to override rates or room types based on their user settings.

1.For our practice exercise:

• Click the Rack Rate from the Matrix and use a room type of your choice appearing in Green).

• Click OK.



Check Rate and Room type Availability.

The following rate and room type availability screen will appear. The rate that appears is the average rate for the dates requested.

To see a detail of the rates for each date, the user will click the Rate Info button. Rate changes he guest’s stay will appear here. This screen also shows the total money owed

are sold out and room types in Green are available. users may or may not have the ability to override rates or room types based on their user settings.

Weekend or Special event rates or rate changes will appear here in the Rate Info. Screen. If there is a rate change the screen will automatically appear when you click OK. A warning screen will also appear concerning different during the guest’s stay.

��

Click the Rack Rate from the Matrix and use a room type of your choice appearing



The following rate and room type availability screen will appear. The rate that appears is the

button. Rate changes the total money owed

are available. Front desk

users may or may not have the ability to override rates or room types based on their user settings.

Weekend or Special event rates or rate changes will appear here in the Rate Info. Screen. If there is a rate change the screen will automatically appear when you

. A warning screen will also appear concerning different rates during the guest’s stay.

��

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Step 3 Complete the Guest Information:

2. For this part of the exercise:

• Confirm the Res Type: CC.

• Confirm Market as OTHR.

• From the Source drop downchoose PROP (property direct)

• In the Payment field use VI (Visa)

• Enter the following Credit Card number and expiration date: 4444333322221111 10/10.

• Set the Disc. Amt to -$5.00.Reason (Manager Special)

Opera allows the user to change the rate by a discount amount (which requires a reason). The user can also add Specials or Comments or have the rate suppressed or set No Post for cash guests (interface will not post and wi

��



Complete the Guest Information: User can tab from field to field

1. For this part of the exercise:

• Enter in the Name field Last Name.

• Enter in the First/Title field: Your First Name

• Enter the Hotel’s phone numberin the Phone field.

• Enter in the Address field: Hotel’s Street Address

• Tab to the Postal field and add Postal/Zip code

drop down (property direct).

Enter the following Credit Card number and expiration date:

$5.00.

Opera allows the user to change the rate by a discount amount (which requires a reason). The user can also add Specials or Comments or have the rate suppressed or set No Post for cash guests (interface will not post and will be closed).



For this part of the exercise:

Enter in the Name field - Your

Enter in the First/Title field: Your First Name (skip title).

Hotel’s phone number in the Phone field.

Enter in the Address field: Hotel’s Street Address.

Tab to the Postal field and add Postal/Zip code. Tab.

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Review the reservation information

If a guest is being offered a discount off the standard rate, the user could use the Disc. Amt field and enter a $ amount or a % discount amount. The user can also add Specials, Comments, and change whether the room & tax appear on the folio If an interface is connected such as movie or phone interface the user can click the No Post to stop posting to the guest folio. can also be changed here.

Notice that a lamp appears at the bottom of the reservation “Daily Details”. If the user clicks this, the rate change will appear. Rate appears in Yellow

when there is a rate change.

��



Review the reservation information:

If a guest is being offered a discount off the standard rate, the user could use the Disc. Amt field and enter a $ amount or a % discount amount. The user can also add Specials, Comments, and change whether the room & tax appear on the folio If

ce is connected such as movie or phone interface the user can click the No Post to stop posting to the guest folio. If a guest is tax exempt, the tax exempt status

If the user clicks Save:

save but not exit. Clicking information and exit. We will cover options in Advance Reservations.

��

Notice that a lamp appears at the bottom of the clicks this, the rate

Yellow on reservation

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add Specials, Comments, and change whether the room & tax appear on the folio If ce is connected such as movie or phone interface the user can click the No

If a guest is tax exempt, the tax exempt status

Save: the reservation will save but not exit. Clicking Close will lose all information and exit. We will cover options in

��

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Step 4 Saving Reservation and Closing Script.

1. Click OK – to save and exit 2. The Guest’s “local” confirmation number will appear.

receive a CRS confirmation number once the reservation is confirmed at

CRS.

3. Click OK again once the box appears.4. The Closing Script will now appear. Th

back to the guest to confirm that the information is correct.

5. Click Close when completed.

Quick Quiz

1. If a daily details lamp appears on the bottom of the guest information screen, what does this

imply?

Reservation Window Pane

Go to the Need to Know section of this workbook and complete the Reservation Window Pane.



Saving Reservation and Closing Script.

to save and exit The Guest’s “local” confirmation number will appear. The reservation will


Click OK again once the box appears. The Closing Script will now appear. The Front Desk Agent will read the information back to the guest to confirm that the information is correct.

Click Close when completed.

If a daily details lamp appears on the bottom of the guest information screen, what does this


Need to Know section of this workbook and complete the Reservation Window



The reservation will


e Front Desk Agent will read the information

If a daily details lamp appears on the bottom of the guest information screen, what does this

Need to Know section of this workbook and complete the Reservation Window

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Searching and Editing a Reservation

Searching for a guest:

To search for a guest reservation:

1. The user clicks Reservations > note) of the Guest. Click

2. The user will highlight the guests name and click

Practice Exercise #4

1. Retrieve the reservation you created for yourself. Change the number of nights from 2 nights to 1 night.

Users can search by Company, Group, Source, Travel Agent, Confirmation number (local), CRS number or Wyndham Rewards number. An Advanced Search is available for even more search criteria.

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Searching and Editing a Reservation

Reservations > Update Reservations > In the Name Field Enternote) of the Guest. Click Search. Notice that using the name brought up 3 choices.

The user will highlight the guests name and click Edit.

Retrieve the reservation you created for yourself. Change the number of nights from 2 nights to 1 night. Save.

Users can search by Company, Group, Source, Travel Agent, Confirmation number (local), CRS number or Wyndham Rewards number. An Advanced Search is available for even more search criteria.

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Update Reservations > In the Name Field Enter the Name (*see Notice that using the name brought up 3 choices.

Retrieve the reservation you created for yourself. Change the number of nights from 2



Basic Reservations Practice

The following reservations will be completed using the Opera Student Handout Sheet.


Creating a Return Reservation for your Author The reservation will be created for:

� 1 night beginning today (Hotel date). � 2 Adults � 0 Children � Room Type: Available Room Type for your property. � Rate Plan: Rack � Source: Property Direct � Market: Other

� Create the reservation for your Author (Opera Student Handout Sheet) by Clicking the New

Reservation Button – Enter the guest’s name in the Search field for Name. For Example: Lamb. Click OK.

� This will see if the guest has stayed before or has an existing profile. If the guest has not stayed

before, no information will appear. Notice that your author appears here. Highlight name of your Author and click Ok.

� Choose the Rate Plan and Room Type from the Matrix. Click Ok.

� Verify the following address and phone number (confirm reservation information): 1234 Espinosa Ave Santa Fe, NM 87501 505-333-3333

� Guest will be reserving the room with a Visa Card (VI) 4444333322221111 exp. 10/10

(should be on profile, but add if not)

� Click OK. Note Confirmation Number and review closing script with guest.

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Retrieving the Author’s reservation and adding a message.

� Retrieve the Guest (the one you just created

Function.

o Type the guest name (first 3 letters of last name)

� Double click the guest’s name to acce

and click Edit.

� Click the Options button. > Click

Message From field put:

front desk”). Click OK

to save. A list of

messages for that guest

will appear. (see below)

Users can also print the message for the guest by retrieving the message the same way they created it or by clicking the lamp labeled: Message.

��



Retrieving the Author’s reservation and adding a message.

Retrieve the Guest (the one you just created for your Author) using Update Reservation

Type the guest name (first 3 letters of last name) > Enter.

Double click the guest’s name to access the guest information screen or click the guest’s name

button. > Click Messages. Complete the message information (In the

Message From field put: Front Desk in the space provided type “Guest has a package at the

Opera also offers the ability to create Alerts (Internal) or traces (action required items to communicate between).

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Update Reservation

ss the guest information screen or click the guest’s name

Complete the message information (In the

Guest has a package at the

Opera also offers the ability to create Alerts (Internal) or traces (action required items to communicate between).

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Creating a Reservation for your Basketball Player The reservation will be created for:

� 1 night beginning today (Hotel date). � 2 Adult � 0 Children � Room Type: Available Room Type for your property � Rate Plan: S3A � Source: Property Direct � Market: AAA

� Create the reservation for your Basketball Player (Opera Student Handout Sheet) by Clicking the New Reservation Button – Enter the guest’s name in the Search field for Name. For Example: Pippen. Click OK.

� This will see if he guest has stayed before. If the guest has not stayed before no information will

appear. Click New (this will create a profile for your Basketball player). Once the Profile is created, Click OK. Click Ok.

� Choose the Rate Plan and Room Type from the Matrix. Click Ok.

� Enter the following address and phone number: 87 West Oak Street Las Vegas, NV 89110 702-222-9898

� Guest will be using will be reserving the room with a Visa Card (VI) 4444333322221111 exp. 10/10 (attach credit card to profile).




Log Off Procedure

Users can either Log Off (when you walk away from the front desk) or Exit the Opera PM System. Logging Off allows the user to log off and switch user. Exiting logs completely out of Opera Xpress.

� To Log off of Opera Xpress PMS. Click F8.

� To Exit from the Opera Xpress PMS and return to the PMS Logon screen, double click Exit from the Icon Menu bar. Click Log Off from left side menu.

Pit Stop: 15 minutes Start: _________ Finish: ___________

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



Creating a Company Reservation for your The reservation will be created for:

� 1 night beginning today (Hotel date).� 2 Adult � 0 Children � Room Type: (choose room that is available)� Company: Colorado Rockies

When searching for a Company to attach to a guest reservation type in the entire name or a portion of the name of the Company in the appear (if the companies profile has been created).

Ok.

� Rate Plan: Local Rate Plan will be attached to the Company� Source: Property Direct� Market: Corp

� Create the reservation for your Baseball Player (Opera Student Handout SheetCompany when completing doiattach if the rate is attached to the company.

� Enter the following address and phone number: 1544 West Rose Blvd.

Aspen, CO 81611 970-925-1244

� Guest will be using will be reserving 10/10




Creating a Company Reservation for your Baseball Player

The reservation will be created for: beginning today (Hotel date).

: (choose room that is available) Company: Colorado Rockies

When searching for a Company to attach to a guest reservation type in the entire name or a portion of the name of the Company in the Company field – Tab. A list of companies will

(if the companies profile has been created). Highlight the correct company and Click

Local Rate Plan will be attached to the Company Property Direct

Create the reservation for your Baseball Player (Opera Student Handout SheetCompany when completing doing the Search for Profile process. The rate will automatically attach if the rate is attached to the company.

Enter the following address and phone number: 1544 West Rose Blvd. Aspen, CO 81611

Guest will be using will be reserving the room with a Visa Card (VI) 4444333322221111 exp.

. Note Confirmation Number and review closing script with guest.



When searching for a Company to attach to a guest reservation type in the entire name or A list of companies will

the correct company and Click

Create the reservation for your Baseball Player (Opera Student Handout Sheet) and add the ng the Search for Profile process. The rate will automatically

Card (VI) 4444333322221111 exp.

. Note Confirmation Number and review closing script with guest.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Quick Quiz

1. Why is it important to Log Off the system?2. Where would you go to search for a guest and 3. How would you add a Company to a reservation? If a rate is attached to that company

does it automatically update the reservation? (yourself and add the Colorado Rockies)

Retrieving and Changing a Reservation


Changing an Existing Reservation for your Employee

� Using Update Reservation� Highlight Guest Name and Double Click� Change the Arrival Date to a future date.

o Change the Date by clicking the down area on the drop down box. A calendar will appear which will allow the user to change the Arrival or Departure type the date in the ArrAvailability.

� The guest is requesting a Reservation Options) button > Daily. Click OK. The dollar amount is already attached to the charge. Click the Reservation to Save.

� Include a Trace for Housekeeping to put the rollaway in the room on arrival day. Click the Options (or Reservation Options) button > rollaway in room on arrival day”.

� Include a Note to Housekeeping to have extra towels left in the room. Click the Housekeeping > enter Note “Guest will need extra towels daily”. Click OK

� Click OK.



Why is it important to Log Off the system? Where would you go to search for a guest and edit the reservation?How would you add a Company to a reservation? If a rate is attached to that company does it automatically update the reservation? (use the reservation you created for

yourself and add the Colorado Rockies)

Reservation

Changing an Existing Reservation for your Employee

Update Reservation - Search and find your Employee (Opera Student Handout

Highlight Guest Name and Double Click Change the Arrival Date to a future date.

Change the Date by clicking the down area on the drop down box. A calendar will appear which will allow the user to change the Arrival or Departure type the date in the Arrival field in MM/DD/YY format. Verify Rate Code and

requesting a rollaway: add the charge to the reservation. Click the Reservation Options) button > Fixed Charges > TRN. Code > Rollaway

. The dollar amount is already attached to the charge. Click the Reservation to Save. Include a Trace for Housekeeping to put the rollaway in the room on arrival day. Click the

(or Reservation Options) button > Traces > For Housekeepingrollaway in room on arrival day”. Click OK. Include a Note to Housekeeping to have extra towels left in the room. Click the Options button >

> enter Note “Guest will need extra OK.



edit the reservation? How would you add a Company to a reservation? If a rate is attached to that company

use the reservation you created for

Opera Student Handout)

Change the Date by clicking the down area on the drop down box. A calendar will appear which will allow the user to change the Arrival or Departure or

ival field in MM/DD/YY format. Verify Rate Code and

Click the Options (or Rollaway > Set Charge to post

. The dollar amount is already attached to the charge. Click Close to return to

Include a Trace for Housekeeping to put the rollaway in the room on arrival day. Click the For Housekeeping: Enter “Place a



Creating a Direct Bill Reservation


Creating a Direct Bill Reservation for your President

The reservation will be created for: � 1 nights beginning today (Hotel date). � 2 Adult � 0 Children � Room Type: (Available room type) � Rate Plan: SGV � Source: Property Direct � Market: GOV

� Create the reservation for your President (Opera Student Handout Sheet) � Click Reservation > New Reservation. Enter Arrival Date and number of nights. Enter Last

Name of the President > Tab. This will search individual profiles to see if the President has stayed before.

� Enter New. � Enter the following address and phone number: 1600 Pennsylvania Ave.

Washington, DC 20500 888-888-8888

� Set VIP status to VIP

� Click OK or Enter

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


� Using the Rate Query Detail Screen Government Rate. Click

� Res Type will be DR (Direct Bill)

Hint: When searching for a Receivable to attach to a guest reservation enter the entire name or the first letter of the name of the Receivable or Direct Bill and click OK. Note: If the Direct Bill Company has not previously been entered in Xpress as a receivable, the user will need to exit or use another form of guarantee for the reservation, and have the comptroller creat

� Guest will be reserving the

“The White House”.

**See next page for setting up routing for Direct Bill Reservations.

Notice that when a rate and room type is selected, the Info area shows the name of the rate and a description of the room type.

��



the Rate Query Detail Screen – choose an available room type and the Government Rate. Click OK.

DR (Direct Bill) and Payment type will be CA (Cash).

When searching for a Receivable to attach to a guest reservation enter the entire name of the name of the Receivable or Direct Bill Account, Highlight the Company.

If the Direct Bill Company has not previously been entered in as a receivable, the user will need to exit or use another form of guarantee for the

reservation, and have the comptroller create the receivable before attaching it to a reservation.

Guest will be reserving the room with a Receivable Account. Enter in the Company field

**See next page for setting up routing for Direct Bill Reservations.



choose an available room type and the SGV or Federal

CA (Cash).

When searching for a Receivable to attach to a guest reservation enter the entire name Account, Highlight the Company.

If the Direct Bill Company has not previously been entered in Opera as a receivable, the user will need to exit or use another form of guarantee for the

e the receivable before attaching it to a reservation.

in the Company field:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Charges will need to be routed to the “The White House”

� Click Options > Routing

� Enter the Name of the Direct Bill Account in the

� Click on Transactions drop down >

� Check the box next to the Routing Codes

Add > Click OK. Click OK � Set up the Payment type for Window 2 (Direct Bill Folio). Click

number 5. Click OK. Set this to $20.00. Choose (Highlight) Window 2. Choose DB. *no authorization rule. Notice that a


Go to the Need to Know section of this workbook and complete the Pane.



will need to be routed to the “The White House” Direct Bill Account.

Routing > Click Window

Enter the Name of the Direct Bill Account in the Name field or use the drop down to find.

drop down > Uncheck Transactions so only Routing appears.

Routing Codes required > Click OK

Set up the Payment type for Window 2 (Direct Bill Folio). Click Payment. For Window 1. Choose number 5. Click OK. Set this to $20.00. Choose (Highlight) Window 2. Choose DB. *no

Notice that an AR number appears in Window 2. Click OK


Need to Know section of this workbook and complete the Direct Bill

For this exercise: Check

RT (Room and Tax).

Notice that when routing is

setup for a Direct Bill Account the

charges must go to

��

For this exercise: Use “The White House” in

the Name field.

If the user uses a % with the company name it will search for all companies that include that portion of the name.

��



field or use the drop down to find.

so only Routing appears.

. For Window 1. Choose number 5. Click OK. Set this to $20.00. Choose (Highlight) Window 2. Choose DB. *no

OK.

Direct Bill Window

For this exercise: Check

RT (Room and Tax).

Notice that when routing is

setup for a Direct Bill Account the

charges must go to Window 2 (folio 2).

��

For this exercise: Use “The White House” in

If the user uses a % with the company name it will search for all companies that include that portion

��



Canceling a Reservation


Canceling the Employee’s Reservation

� Search for your Employee’s Reservation.

� Highlight Guest Name

� Click the Cancel button.

� Use the drop down box and choose a Reason “Trip Canceled” add the name of the person

canceling the reservation. Click OK. You will be provided with a Cancellation number. Cancellation Number: ______________

Searching for a Canceled Reservation


Searching for your canceled Employee’s reservation (dashboard search)

� Click Update Reservation > Enter the Employee’s reservation name in the Search field. � Highlight guest and Double Click. Guest’s Profile will appear and a box will appear with

Cancellation Reason and who canceled the reservation. Click Close. Close. Close

Reinstate Canceled Reservation

Search for the Canceled Employee reservation > Click Reinstate.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Review and Practice

Quick Quiz

1. Where would you go to start a reservation?2. Name 3 types of profiles in Opera 3. What fields are mandatory in a Guest Reservation?4. When creating a Direct Bill Reservation, after creating the actual reservation with the

company profile attached, the user must charges for a DB reservation go to?

5. What are the following Quick Keys:a. Help b. Log Off c. Dashboard

Additional Practice:

Reservation 1:

Create a reservation with the following The reservation will be created for:

� Create the reservation for your � 1 nights beginning today (Hotel date).� Address and Phone

2207 7th Ave.New York, NY 10027212-888-8888

� 2 Adult � 2 Children � Room Type: (Available room type with 2 beds)� Rate Plan: S3A � Source: Property Direct� Market: AAA � Payment: VI 4444333322221111 10/10



Where would you go to start a reservation? Name 3 types of profiles in Opera Xpress? What fields are mandatory in a Guest Reservation? When creating a Direct Bill Reservation, after creating the actual reservation with the

any profile attached, the user must do what? Which Windowcharges for a DB reservation go to? What are the following Quick Keys:

Dashboard

Create a reservation with the following information: The reservation will be created for:

Create the reservation for your Celebrity (Opera Student Handout Sheet

beginning today (Hotel date).

Ave. New York, NY 10027

8888

: (Available room type with 2 beds)

Property Direct

VI 4444333322221111 10/10



When creating a Direct Bill Reservation, after creating the actual reservation with the do what? Which Window does the room and tax

Sheet)



Reservation 2:

Create a reservation with the following information:

The reservation will be created for: � Create the reservation for your Animal (Opera Student Handout Sheet) � 1 nights (Hotel Date + 1 day) � Address and Phone Number

1234 W. 3rd Street Birmingham, AL 35201 205-555-5555

� 1 Adult � 0 Children � Room Type: (Available room type) � Rate Plan: Rack � Source: Property Direct � Market: Other � Payment: CA (Cash) Res Type: 4P

Reservation 3:


The reservation will be created for: � Create the reservation for your Comedian (Opera Student Handout Sheet) � 1 nights beginning today (Hotel date). � Address and Phone Number

223 Cowboy Lane Dallas, TX 75201 214-444-4444

� 2 Adult � 0 Children � Room Type: (Available room type with 2 beds) � Rate Plan: SSR � Source: Property Direct � Market: Senior � Payment: MC 5454545454545454 10/10

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Reservation 4:


The reservation will be created for:� Create the reservation for your � 1 night beginning today (Hotel date).� Address and Phone Number

1234 Rice Ranch RoadBow Island, AB, CA T0K 0G0403-555-5555

� 1 Adult � 0 Children � Room Type: (Available room type with 1 bed)� Rate Plan: Rack � Source: Property Direct� Market: Other � Payment: MC 5454545454545454 10/10



Create a reservation with the following information: The reservation will be created for:

Create the reservation for your Cartoon Character (Opera Student Handout

today (Hotel date). Address and Phone Number 1234 Rice Ranch Road Bow Island, AB, CA T0K 0G0

: (Available room type with 1 bed)

Property Direct

MC 5454545454545454 10/10

Make sure you enter the Country first (CA for Canada) so that the postal code will automatically populate the City and Provence.

��



Opera Student Handout Sheet)

Make sure you enter the Country first (CA for Canada) so that the postal code will automatically populate the City and

��



Training Day 2



Training Day 2



Review: 45

Updating Tax Exempt Status 45

Viewing Guest History 46

Creating a Share Reservation 46

Adding an Accompanying Guest to a Reservation 50

Creating a Multiple Room Reservation 51

Creating an Add On Reservation 51

Creating a Group Reservation 52

Check In 54

Completing a Check In 54

Quick Quiz 55

Check In Practice Exercises 56

Creating a Walk In Reservation 60

Checking In your Multiple Room reservation 61

Making Changes to an In House Guest 63

Routing 64

Completing a Charge Routing to another guest 64

Routing Charges 65

Checking in a Wyndham Rewards Free Night Stay 66


Quick Quiz 66

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Review:


The reservation will be created for:� Create the reservation for your NASCAR Driver (� 1 night (08/01/2009)� Address and Phone Number

1801 West International SpeedwayDaytona Beach, FL 32114386-111-1111

� 2 Adult � 0 Children � Room Type: (Available room type)� Rate Plan: S3A (AAA Rate)� Source: PROP � Market: AAA � Payment: CC

Retrieve the reservation you created for you Cartoon Character.

� Change the number of nights to 2� Number of adults to 2

Updating Tax Exempt Status


Changing the Tax Status of the President’s reservation

� Search for your President’s Reservation.

� Highlight Guest Name and

� Click the Tax Type drop down box.

Types at this property will appear. Choose “Exempt from All Taxes”. Click




The reservation will be created for: Create the reservation for your NASCAR Driver (Opera Student Handout Sheet

1 night (08/01/2009) Address and Phone Number 1801 West International Speedway Blvd. Daytona Beach, FL 32114

: (Available room type) S3A (AAA Rate) **Wyndham Rewards reservation are always made at CRS.

Res. Type: VI 4444333322221111 10/10

Retrieve the reservation you created for you Cartoon Character. Change the number of nights to 2 Number of adults to 2

Exempt Status

Changing the Tax Status of the President’s reservation

Search for your President’s Reservation.

Highlight Guest Name and Double Click or Click Edit.

Type drop down box. All the available Tax

Types at this property will appear. Choose “Exempt from All Taxes”. Click

Tax Types are configured by the Management. User must choose one of the tax types available.

��

When the Audit posts room and tax, the tax will not post on this room.

��



Handout Sheet)

**Wyndham Rewards reservation are always made at CRS.

Types at this property will appear. Choose “Exempt from All Taxes”. Click OK.

Tax Types are configured by the Management. User must choose one of the tax types

��

When the Audit posts room and tax, the tax will not post on this

��

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Viewing Guest History


Viewing the Guest History and � Search for your Canceled Employee’s

� Highlight Guest Name and Double Click

� Click on the Options button > Click the History button.

guest. Click Summary guest’s folio (will appear blank). To print a past folio

� Click Close. � Click Options > Changes > Close

Creating a Share Reservation



The reservation will be created for:� Create the reservation for your Business Executive

(Opera Student Handout Sheet) � 1 night beginning today (Hotel date).� Address and Phone Number:

1234 Main Street, Alakanuk, AK 99554 907-555-4444

� 1 Adult � 0 Children � Room Type: Available room with 2 beds� Rate Plan: S3A � Source: Property Direct� Market: AAA

Guest will be using will be reserving the room10/10 (See next page for additional instructions)



Viewing the Guest History and Change Log of your Employee’s reservation.

Canceled Employee’s Reservation.

Highlight Guest Name and Double Click

Options button > Click the History button. . This will show

to see the room nights for this guest. Click View Folioguest’s folio (will appear blank). To print a past folio – Click Folio.

Click Options > Changes > Close


Share Reservation for your Business Executive and Co-Worker

The reservation will be created for: Create the reservation for your Business Executive (Opera Student Handout Sheet)

beginning today (Hotel date). Address and Phone Number:

Alakanuk, AK 99554

: Available room with 2 beds

Property Direct

Guest will be using will be reserving the room with a Visa Card (VI) 4444333322221111 exp.

additional instructions)

A Shared Reservation is a reservation that has an additional guest profile added to a reservation for the purpose of splitting the rate.

��

The F1 (Help) will provide additional training tips on Share

Reservations.



Change Log of your Employee’s reservation.

show all the stays of your

View Folio to see the

Worker

Card (VI) 4444333322221111 exp.

A Shared Reservation is a reservation that has an additional guest profile added to a reservation for the purpose of splitting the rate.

��

(Help) will provide additional training tips on Share

Reservations.



� Add the Additional Guest by Click the Options Button > Click Shares.

� The following screen will appear: Click Combine.

� The Combine Share Reservation screen will appear. The user has the option from this screen to click Profile (this will create a new profile to attach as a share) or click Reservation (this will join two reservations together to a single reservation with a share) or click Search Guest Profile (this will join an existing profile – guest who has stayed before – with this reservation as a share).



� Click Profile. Enter the Name of the Co-Worker *Enter last name and click the drop down to

search for an existing profile. (Opera Student Handout Sheet).

• Res. Type: CC

• Payment: MC 5454545454545454 10/10 > Click OK.

\

� Once both profiles are created and combined the user needs to tell the system how the rate will be defined. The default setting is set to the Full rate being charged to both guests. (This can

also be set by clicking the Full button.)



� Clicking the Entire Button will set the Primary guest to the entire rate and the additional guest set to $0.00. (This option would be used for additional guest’s that need to appear on phone

list).

� Clicking the Split Button will split the charges evenly between the two guests.

� Click OK to Save. A lamp will appear at the bottom of the primary reservation showing a Share. Click OK to Save.

For this exercise choose Split to divide the charges evenly between the Business Executive and Co-Worker. Click OK.



Adding an Accompanying Guest to a Reservation


Adding an accompanying guest to your Author’s reservation. Accompanying guest reservations allow the guest to receive phone calls but the guest will be non billable.

� Retrieve the reservation you created for your author � Click Options > Accompanying Guest. Because your Author’s spouse (who we are going to

add) does not have a profile in Opera Xpress, you will need to create one. � Enter the Spouse’s name in the Search Field > Enter > Click New. Add Spouse Information

(Author’s spouse is located on Opera Student Hand Out). � Address and phone are:

1234 Espinosa Ave Santa Fe, NM 87501 505-333-3333

� Once the profile is complete, Click OK. The spouse will now appear in the Accompanying Guest box.

� Click Close. � The Accompany Lamp will appear on the reservation.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Creating a Multiple Room Reservation


Creating a Multiple Room Reservation for your Food

The reservation will be created for:� Create a Reservation for your Food. � 2 Rooms � 1 night beginning today (Hotel date).� Address and Phone Number

50 Andrew Street South Orillia, Ont. Canada L3V 7T5 705-555-2121

� 2 Adult � 0 Children � Room Type: Available Room� Rate Plan: Rack � Source: Property Direct� Market: Othr � Guest will be reserving the rooms

� Save reservation (Click OK

Creating an Add On Reservation


Creating an Add on (Copy) Reservation Your Employee is requesting another reservation on the same date as his current reservation. Retrieve your Employee reservation > Click

allows you to keep or discard information from t



Creating a Multiple Room Reservation

Creating a Multiple Room Reservation for your Food

The reservation will be created for: Create a Reservation for your Food. (Opera Student Hand Out)

beginning today (Hotel date). Address and Phone Number: 50 Andrew Street South

Orillia, Ont. Canada L3V 7T5

: Available Room

Property Direct

Guest will be reserving the rooms with a Visa Card (VI) 4444333322221111 exp. 10/10

Click OK) and note confirmation number.

Creating an Add On Reservation

Creating an Add on (Copy) Reservation for you Employee

Employee is requesting another reservation on the same date as his current reservation. Retrieve your Employee reservation > Click Options > Click Add On. A screen will appear that

allows you to keep or discard information from the original reservation. Click OK.

The maximum number of rooms you can create in a multiple room reservation is

4.

��



Card (VI) 4444333322221111 exp. 10/10

Employee is requesting another reservation on the same date as his current reservation. . A screen will appear that

.

The maximum number of rooms you can create in a

reservation is

��



Creating a Group Reservation


Creating a Guest Reservation for your wedding guest The reservation will be created for:

� Create a Reservation for your Wedding Guest. (Opera Student Hand Out)

� 1 Room � Address and Phone Number:

10 Willow Lane Jacksonville, FL 32099 904-222-2222

� Arrival Date: April 1, 2009 � Nights: 3 � 2 Adult � 0 Children � Room Type: (Available Room Type � Rate Plan: NA � Source: Property Direct � Market: Grp (Group)

To begin a Group reservation: Click F7 or Click the New Reservation Icon.

1. Enter the Arrival Date, number of nights, and number of adults. 2. Click in the drop down box next to “Block”. This will show all available Group Blocks.

3. A list of groups will appear. Highlight the Johnson-Baker Wedding. Notice that the available rooms and allocation appear below. Click Room Type and Date. Click Select.



� Create a Reservation for your Wedding Guest #1. (Opera Student Hand Out)

� Enter the following address and phone number: 10 Willow Lane Jacksonville, FL 32099 904-222-2222

� Guest will be reserving the rooms with a Visa Card (VI) 4444333322221111 exp. 10/10

� Click OK




Check In

Completing a Check In

You will be creating a reservation for yourself.

Step by Step Check In Process “Demonstration by Trainer” Step 1 – Click the Front Desk button > Arrivals > Search Step 2 – Highlight arriving guest and Click Edit (Confirm Address/Payment/Assign Room) Click OK. Note: If you make changes to the guest reservation the system will prompt you to Check In. Click Yes. Step 3 –Print Reg Card/Confirm Check In

Step 1 Click Front Desk > Arrivals > Search (this will show all arrivals for today)

Step 2 Highlight Guest Name from list >Click Edit

• Confirm the Address, Phone, Wyndham Rewards Card number (if applicable). Arrival and Departure Date, Room Type and Rate Code Make changes as necessary.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


• Confirm the payment method

• Assign a room using the drop down.Check in guest.

Step 3 Print Reg Card and Confirm Check In

Quick Quiz

1. Name 2 places you can go to retrieve a reservation to check in?2. What happens if a room is not assigned by the Front Desk Agent during the check in

process?

Check In Window Pane

Go to Need to Know



Confirm the payment method and swipe Credit Card (if applicable).

using the drop down. Click OK to complete. Click Yes

Confirm Check In click OK.

2 places you can go to retrieve a reservation to check in? What happens if a room is not assigned by the Front Desk Agent during the check in

Window Pane

Need to Know section of this workbook and complete the Check In



.

Yes when prompted to

What happens if a room is not assigned by the Front Desk Agent during the check in

Check In Window Pane.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Check In Practice Exercises

Practice Exercise # 20

Checking in the Author’s Reservation

� Highlight the Guest from the Arrival List.

� Click the Edit. Confirm address, phone number, rate, arrival and departure date.

� Using the Room Drop Down Box

� Confirm Credit Card (at the front desk you will swipe the credit

card). Click OK

� A Message Box will appear. Click

� At the prompt to check in Click Yes.

� Click Yes to Registration Card



Checking in the Author’s Reservation – Credit Card Guest

Highlight the Guest from the Arrival List.

Edit. Confirm address, phone number, rate, arrival and departure date.

Room Drop Down Box, assign a room for the guest.

Confirm Credit Card (at the front desk you will swipe the credit

A Message Box will appear. Click Receive. Click Close.

At the prompt to check in Click Yes.

to Registration Card * Have guest sign and file in bucket.

Agent can choose to: Receive Message, Not Receive Message, Print, Create New Message or Delete Message. If the User receives the message, you can retrieve the received message by checking the “Show All Messages” box.



Edit. Confirm address, phone number, rate, arrival and departure date.

Note: The Front Desk Agent can choose to: Receive Message, Not Receive Message, Print, Create New Message or Delete Message. If the User receives the message, you can retrieve the received message by checking the “Show All Messages” box.

��




Checking in the Basketball Player’s Reservation – Cash Guest

� Highlight the Guest from the Arrival List.

� Click Edit

� Using the Room Drop Down Box, assign a room for the guest.

� Guest wishes to pay in Cash. Change Guarantee from VI to CA. Click OK.

� At Check In prompt Click Yes.

� Click Yes to Registration Card * Have guest sign and file in bucket.

� Click Yes to go to Cashiering.

� Complete Cashier Login (Open a Cashier if one has not been previously opened).

� Choose Cash payment code (9000). Enter the stay dollar amount including tax. Click Post.



� Print Receipt. Click Yes. Close Billing window. Click Close.


Checking in a future reservation - Animal’s Reservation – Credit Card Guest that wants to extend their stay.

� Enter your Animal’s name in the Search field under name. Click Search. Name will appear below.

� Click the Edit button *Change the arrival date to today.

� Change the Number of Nights to 2. Click OK to Save.

� Click Check In. Using the Room Drop Down Box, assign a room for the guest.

� Add Credit Card to Reservation: VI 4444333322221111 10/10

� You will be prompted to print Registration Card. * Have guest sign and file in bucket

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



Checking in the Business Executive and CoShared Reservation.

� Search the Arrival List for the Business Executives Reservation.

� Click Edit. Choose a Room for the guest. Swipe Credit Card. Click Click Check In. Print Reg Card.

� You will now be prompted to Check in the Co

� Print 2nd Registration Card for Co



in the Business Executive and Co-Worker Reservation – Checking in a

Search the Arrival List for the Business Executives Reservation.

Choose a Room for the guest. Swipe Credit Card. Click OK. . Print Reg Card.

You will now be prompted to Check in the Co-Worker’s reservation. Click

Registration Card for Co-worker.



Checking in a

.

Worker’s reservation. Click Yes.

Notice that the Share lamp appears when you search for reservation. Guest’s name also appears with an asterisk in front of the guest’s name.

��




Checking in the President’s Reservation – Direct Bill Reservation

� Search the Arrival List for the President’ Reservation.

� Click Edit.

� Assign Room > Click OK.

� Click Check In.

� Print Reg Card.

Creating a Walk In Reservation


Creating a Walk In Guest Reservation for your Football player.

The Walk In will be created for: � Use the Football Player (Opera Student Hand Out) > Create Profile. � 1 Room � Address and Phone Number:

231 Franklin Ave. Haven KS 67543 433-543-1245

� 1 Night � 2 Adult � 2 Children � Room Type: Available Room � Rate Plan: SSR (Senior Rate) � Source: WI (Walk In) � Market: SSR (senior)

To begin a Walk In in Opera Xpress: Click Front Desk > Arrivals > Walk In.

1. Enter Guest Information 2. Click OK from Profile screen. 3. Add SSR (Senior Rate) for an available room type from the grid. 4. Click OK. � Guest will be paying for the room with a Visa Card (VI) 4444333322221111 exp. 10/10 � Choose a Room Number for the Walk In guest from the drop down. Click OK to Save. When

prompted to Check In Guest – Click Yes. When prompted to print Reg Card – Click Yes.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Checking In your Multiple Room reservation


Checking in the Multiple Room Reservation for your Food

Retrieve the Reservations get a message that the reservation is being split

single reservation until you retrieve the reservation and then you will be prompted to split.

• Click Options > accessed the reservation.

• Highlight guest single reservation, including name, room type, rate, number of adults and c

• Click the Ellipsison the reservation by either below) or (2) creating a new profile and then changing the name to that profile.



Checking In your Multiple Room reservation

Multiple Room Reservation for your Food

Retrieve the Reservations created for your Food: When you access the reservation you

get a message that the reservation is being split *Note future reservations will appear as a


> Party. Click Split to separate reservations if it didn’t split when you accessed the reservation.

to change from party and Click Resv. This will allow you to edit the single reservation, including name, room type, rate, number of adults and c

Ellipsis (next to guests Last Name). This will allow you to change the name on the reservation by either (1) choosing an existing profile in Opera (See Search field

creating a new profile and then changing the name to that profile.

Note the (P)or multiple room reservation. If you try to edit from the Main reservation without going through the party option, the reservation profile will change on both reservations.

��



When you access the reservation you may

*Note future reservations will appear as a


. Click Split to separate reservations if it didn’t split when you

. This will allow you to edit the single reservation, including name, room type, rate, number of adults and children.

(next to guests Last Name). This will allow you to change the name choosing an existing profile in Opera (See Search field

creating a new profile and then changing the name to that profile.

Note the (P) designates a Party or multiple room reservation. If you try to edit from the Main

reservation without going through the party option, the reservation profile will change on both reservations.

��

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


� Enter Radish in the Search Name Field. � Enter the following address and phone number:

3455 Wood Street Orillia, Ont. Canada L3V 7T5 705-555-1234

� OK to Save.



in the Search Name Field. Double Click Name when it appears. Click

following address and phone number:

Orillia, Ont. Canada L3V 7T5 Note: The closing script will not include that the guest has 2 rooms (multiple rooms).

��



when it appears. Click OK.

Note: The closing script will not include that the guest has 2 rooms (multiple rooms).

��

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Making Changes to an In House Guest


Changing your Author’s Room � Find your Author’s room (In House Guest’s Search); Front Desk > � Highlight Guest’s name and double click or Click Edit. � Change your Author’s room by Clicking Options > Room Move

down (only clean available rooms will appear)� You will be prompted to change the status of the original room to Clean or Dirty. Choose

Dirty. � Click Close to Options screen. Click



Making Changes to an In House Guest

Changing your Author’s Room

Find your Author’s room (In House Guest’s Search); Front Desk > In-House GuestsHighlight Guest’s name and double click or Click Edit. Change your Author’s room by Clicking Options > Room Move – choose a room from the drop

(only clean available rooms will appear). Click OK. Click OK. You will be prompted to change the status of the original room to Clean or Dirty. Choose

to Options screen. Click OK to Save..

If you wish to assign a dirty room change the filter on the Available room search to Dirty.

��



House Guests

choose a room from the drop

You will be prompted to change the status of the original room to Clean or Dirty. Choose

If you wish to assign a dirty room change the filter on the Available room search to

��

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Routing

Completing a Charge Routing to another guest

You will be routing a charge from your

posted. Routing charges are best done prior to the posting, but Opera Xpress has the ability to update the folio so

past postings are routed. Charges can also be routed to a guest window or Folio.

Step by Step Routing Process “Demonstration by Trainer”

Step 1 – Click Cashiering > Billing; log in with Cashier and Password. Step 2 – Click Search > Highlight Guest Name > Click Select.Step 3 – Click Post > Use an Adjustment Code for the item being adjusted. Step 4 – Enter dollar amount to be adjusted. Enter Reason for adjustment.

Step 1 Click Cashiering > Billing;

Step 2 Click Search (or enter name)

Step 3 Click Options > Click Routing.

For our practice exercise: Route the charges to your

Comedian.



Completing a Charge Routing to another guest

routing a charge from your reservation to the Comedian guest– routing is done prior to the charge being


can also be routed to a guest window or Folio.

“Demonstration by Trainer” Click Cashiering > Billing; log in with Cashier and Password. Click Search > Highlight Guest Name > Click Select. Click Post > Use an Adjustment Code for the item being adjusted. Enter dollar amount to be adjusted. Enter Reason for adjustment.

Billing; log in with Cashier and Password.

(or enter name) > Highlight Guest Name > Click Select.

Routing >. In the Route to Room field > Choose your

or individual ones.

Routing (like our Direct Bill practice reservation) can also be done from the guest’s reservation > Option > Routing.

The F1 (Help) will give key



routing is done prior to the charge being


Click Post > Use an Adjustment Code for the item being adjusted. Enter dollar amount to be adjusted. Enter Reason for adjustment.

Choose your Guest > Click OK

For our practice exercise: Use the Reservation you created for yourself.

All charges can be added or individual ones.

��

Routing (like our Direct Bill practice reservation) can also be done from the guest’s reservation > Option > Routing.

��

The F1 (Help) will give key training on Routing.

��

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Step 4 Choose the Transaction codes to be routed by Checking. Click

The routing instructions will appear.

Routing Charges


Route all charges for your Cartoon Character to your Celebrity.

� Route Charges for the entire stay. � Update Folio when asked.



Choose the Transaction codes to be routed by Checking. Click Add. Click

The routing instructions will appear.

Route all charges for your Cartoon Character to your Celebrity.

Route Charges for the entire stay. Update Folio when asked.

Choose the Room Charge to route.

Charges can be routed for the entire stay or a portion of the stay. They can be routed to a guest or to a separate folio (window) of the guest. Users can set preor percentage of charges. Clicking the F1 (Help) will provide additional information and training on routing.

��



Click OK. Click OK.

Choose the Room Charge to route.

Charges can be routed for the entire stay or a portion of the stay. They can be routed to a guest or to a separate folio (window) of the guest. Users can set pre-defined limit s ($) or percentage of charges.

Clicking the F1 (Help) will provide additional information and training on routing.

��

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Checking in a Wyndham Rewards Free Night Stay


Check in your Free Night Stay Reservation for your NASCAR Driver

� Search the Arrival List for the � Click Edit. � Change Res Type to DR. Change Payment to

to reservation. � Setup Routing > for Room and Tax to Window 2� Assign Room > Click OK. Click

Additional Practice:

Check in 1:

Check in the following reservation:� Celebrity � Remain on Credit Card

Check in 2: Check in the following reservation:

� Comedian � Remain on Credit Card


� Baseball Player � Remain on Credit Card


� Cartoon Character � Remain on Credit Card

Review and Practice

Quick Quiz

1. How do you retrieve an arrival for check in?2. How do you attach a group profile to a reservation?3. What are the steps to changing a guest’s room?



Checking in a Wyndham Rewards Free Night Stay

Check in your Free Night Stay Reservation for your NASCAR Driver

Search the Arrival List for the NASCAR Drivers Free Night Stay (SRB reservation)

. Change Payment to CA. Add Wyndham Rewards

> for Room and Tax to Window 2 . Click Check In. Print Reg Card.

lowing reservation:

Remain on Credit Card

Check in the following reservation:


Check in the following reservation:


following reservation:


How do you retrieve an arrival for check in? How do you attach a group profile to a reservation? What are the steps to changing a guest’s room?



NASCAR Drivers Free Night Stay (SRB reservation).

Wyndham Rewards Direct Bill Account

An additional Credit Card can be added by Checking Options > Credit Card in the guest profile or by adding it in the Window 1 ellipsis payment box.

��



Training Day 3



Training Day 3

Today’s Target Objectives Today’s Target Objectives 69

Review: 71

Folio and Billing Basics 72

Posting 73

Completing a Folio Posting 73

Manually Posting Charges 74

Batch Posting 75

Batch Post Practice 75

Adjustments and Corrections 76

Corrections 76

Completing a Folio Correction 76

Correcting a Posting Charge 76

Adjustments 77

Completing a Folio Adjustments 77

Adjusting a Posting 77

Quick Quiz 77

Transfer Charges 78

Completing a Charge Transfer 78

Moving Charges 79

Quick Quiz 79

Check Out 80

Completing a Check Out 80

Quick Check Out 85

Quick Quiz 85

Early Departure Bill 86

Reports 86

Cashiering 87

Quick Keys 88

Dashboard 89

Maximum Availability (optional) 91



Detailed Availability 91

Rate Query 92

House Status 93

Room Search 94

Quick Quiz 94



Review:


The reservation will be created for: � Create the walk in reservation for your Cartoon Character (Opera Student Handout Sheet) � 1 night (today’s date) � Address and Phone Number

On profile � 2 Adults � 0 Children � Room Type: (Available room type) � Rate Plan: Rack. � Source: PROP � Market: Othr � Payment: CC Res. Type: VI 4444333322221111 10/10 � Add a rollaway

Changing your Basketball Players Stay

� Find your Basketball Player’s room (In House Guest’s Search); Front Desk > In-House Guests

� Highlight Guest’s name and double click or Click Edit. � Change the Number of Nights to 2. � Collect Additional Cash for the extended stay. *To see the amount to collect: Click Options >

Rate Info to see the amount to post. Then Click Options > Billing. Complete Cashier Logon. � Click Payment. Post the Cash for the extra day (rate + tax) as a positive amount. � Click Close. Click Close to Reservation Options. Click OK to Save.



Folio and Billing Basics

In this section we will cover Opera Xpress Folio Navigation and Billing processes, Including:

• Posting

• Adjustments/Corrections

• Routing

• Transfers To access a guest’s folio the user will need to:

� Search for the guest � Click Edit � Click Options � Click Billing � Enter Cashier Logon Password (if you have not opened a cashier, you will be prompted to open

one)

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Posting Completing a Folio Posting You will be creating a Posting to your reservation.

by default. To add another folio, access the guest’s folio. Check an existing item, right click and click New Window.

Posting can also be done to Post Masters (House Accounts). Each property may have unique accounts created

as; Ramada Mart, Vending Commissions, Gift Shop, etc.

Step by Step Posting Process “Demonstration by Trainer”

Step 1 – Click Cashiering > Billing; log in with Cashier and Password. Step 2 – Click Search > Highlight Guest Name > Click Select.Step 3 – Click Post > Using the drop down choose the posting code name of the posting code and hit tab)

Step 4 – Enter dollar amount to be post.

Step 1 Click Cashiering > Billing;

Step 2 Click Search > Highlight Guest Name

.



You will be creating a Posting to your reservation. Guest can have up to 8 Windows or Folios but it starts off with 1


Posting can also be done to Post Masters (House Accounts). Each property may have unique accounts created

as; Ramada Mart, Vending Commissions, Gift Shop, etc.

“Demonstration by Trainer” Click Cashiering > Billing; log in with Cashier and Password. Click Search > Highlight Guest Name > Click Select. Click Post > Using the drop down choose the posting code (or type a couple of letters

and hit tab)

Enter dollar amount to be post.

Billing; log in with Cashier and Password.

Highlight Guest Name > Click Select.

For our practice exercise: Use Reservation you created for yourself.

it



Folios but it starts off with 1


Posting can also be done to Post Masters (House Accounts). Each property may have unique accounts created such

(or type a couple of letters of the

For our practice exercise: Use Reservation you created for yourself.

Tip: use tabbing -it’s easier.

��



Step 3 Click Post > Using the drop down chose the posting code (or type a couple of letters of the

name of the posting or transaction code and tab). Enter dollar amount to be post. Enter Supplement and Reference Information. Supplement information does not print – Reference information does. Click Post.

.

Manually Posting Charges


Manually post charges to the following guest’s rooms

Guest Charge Amount Cartoon Character Fax $5.00

Business Executive Laundry/Valet 12.50

Author Copies 10 @ $0.10

Comedian Postage 5 @ $.50

Celebrity Laundry/Valet $34.50

Celebrity Copies $10.00

Celebrity Copies $10.00

Gift Shop (Post Master) Sundry $3.00

For our practice exercise: Post a Fax/Copies charge

for $10.00.



Batch Posting This option is used when a single type of charge such as parking or safe charge is posted to a number of rooms at the same time.

1. Click Cashier > Fast Posting > Enter Password. 2. Enter the Room Number or Name of the guest or Use the drop down to find the guest. ** If you

use the drop down > highlight guest (or posting code) and click select (or OK).

3. Enter the Code (Posting Code) followed by the dollar ($) amount. Enter Supplement and

Reference. Click Post

Batch Post Practice


Fast Post a Parking Charge to the following guests for $8.00

Guest Cartoon Character

Business Executive

Author



Adjustments and Corrections

Adjustment and Corrections rules: Corrections are done same day, Adjustments are done when the charge has gone through the audit (or next day).

Corrections

Completing a Folio Correction

To complete a Correction in Opera (Same Day Posting) retrieve the guest from the cashiering menu. Highlight and double click item to be corrected. The user can change the Price amount at this point. Changing the price to $0.00 will remove it completely from the bill. However, the user can also change the amount if it was posted at an incorrect amount. For example: if the amount should have been $1.00 instead of $2.00. Click OK to save changes.

Correcting a Posting Charge


Complete the following corrections.

1. Your Celebrity has been charged twice for copies. Retrieve the guest and correct the posting by either double click or edit. Change the dollar amount of one of the copy postings to $0.00 and correct it off the bill.

2. The Laundry posting to the Business Executive was an incorrect amount. Should have been

$8.50 instead of $12.50. Make a partial adjustment of the charge.

3. Correct the parking charge on Your Reservation.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Adjustments

Completing a Folio Adjustments

The adjustment to a guest folio requires the user to first search for the guest in the Cashiering > Billing.

Adjusting a Posting


Complete the following adjustment.

1. Your rate on your reservation was incorrectly posted for the wrong amount. Retrieve your reservation and do a partial adjustment for $10.00 (remember the tax will automatically adjust also).

2. Your Celebrity tried to make a phone call the previous day but the phone call never connected. Adjust the entire phone call

Complete the following split adjustment

3. Your Business Executive wants the

Quick Quiz

1. What are the steps to completing a posting?2. What is the difference between an Adjustment and a Correction?3. What are the steps to completing Correction? Can an adjustment or correction be

completed for a partial amount?

The Adjustment by Adjust Transaction, allows the user to Adexercise) but you can also adjust by Transaction code or Check No. Posting can be only on a past date and not on the current date. Once a Split Adjustment is created and cannot be changed



Completing a Folio Adjustments

to a guest folio requires the user to first search for the guest in the Cashiering > Billing.

Complete the following adjustment.

Your rate on your reservation was incorrectly posted for the wrong amount. Retrieve your reservation and do a partial adjustment for $10.00 (remember the tax will automatically

y tried to make a phone call the previous day but the phone call never connected. Adjust the entire phone call charge from the Celebrity’s bill.

split adjustment.

Your Business Executive wants the Parking charge split on their bill.

What are the steps to completing a posting? What is the difference between an Adjustment and a Correction?What are the steps to completing Correction? Can an adjustment or correction be completed for a partial amount?

The Adjustment by Adjust Transaction, allows the user to Adjust by selected posting (this practice exercise) but you can also adjust by Transaction code or Check No. Posting can be only on a past date

Once a Split Adjustment is created and cannot be changed



to a guest folio requires the user to first search for the guest in the Cashiering > Billing.

Your rate on your reservation was incorrectly posted for the wrong amount. Retrieve your reservation and do a partial adjustment for $10.00 (remember the tax will automatically

y tried to make a phone call the previous day but the phone call never charge from the Celebrity’s bill.

on their bill.

What is the difference between an Adjustment and a Correction? What are the steps to completing Correction? Can an adjustment or correction be

just by selected posting (this practice exercise) but you can also adjust by Transaction code or Check No. Posting can be only on a past date

Once a Split Adjustment is created and cannot be changed.



Transfer Charges

Completing a Charge Transfer

You will be creating an Adjustment to your reservation. Charges can be transferred to another window or guest.

Step by Step Transfer Charges Process “Demonstration by Trainer” Step 1 – Click Cashiering > Billing; log in with Cashier and Password. Step 2 – Enter Guests name (or room number) and click Search > Highlight Guest Name > Click Select. Step 3 – Check Item to be Transferred > Right Click > Choose Transfer to Window or Transfer Transaction. Step 4 – Process Adjustment. Click Close.

Step 1 Click Cashiering > Billing; log in with Cashier and Password.

Steps 2 Enter Guests name (or room number) and click Search > Highlight Guest Name > Click Select.

Step 3 Check Item to be transferred. Right Click to get Menu. Click Transfer Transaction

Step 4 Enter room number or use the drop down to find guest. Select Transfer. Click Ok.

For our practice exercise: Use Reservation you

created for yourself.

For our practice exercise: Transfer your room and

tax to the Celebrity.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Moving Charges

Guest can have up to 8 Windows. The default is 1 window, to add another window, access the guest’s folio. Check an

existing item, right click and click New Window. Guest charges can then be clicked and dragged to the new window.


Create a 2nd window for your Comedian.

� Move the incidental charges to the 2drop > Window 2.

Quick Quiz

1. How many windows (folios) can a guest have?2. What are some reasons why a guest would want to





window for your Comedian.

Move the incidental charges to the 2nd Window. Check items > Right Click or drag and

How many windows (folios) can a guest have? What are some reasons why a guest would want to have separate bills or folios?





Window. Check items > Right Click or drag and

have separate bills or folios?



Check Out

Completing a Check Out

You will be using the reservation you created for yourself.

Step by Step Check Out Process “Demonstration by Trainer” Step 1 – Click the Cashier button > Billing > Enter room number > Click Search. Step 2 – Highlight departing guest > Click Select Step 3 – Review Bill > Click Check Out > Click Post. Step 4 – Folio Prints

Step 1 Click Cashier Button > Billing > Click Search or Enter Room or Enter Guests Name > Search

Step 2 Highlight departing guest > Click Select (Guest Window(s) will appear)

For our practice exercise: Use Reservation you

created for yourself.



Step 3 Review Bill > Click Check Out > Click Post

Step 4 Folio Prints (it will ask do you want to print a receipt) Click Yes. Close.


Checking Out the Author’s Reservation – Credit Card Guest

� Retrieve the Guest from the Billing List.

� Review Bill with guest. Click Check Out.

� Confirm Credit Card. Click Post

� Folio will print.

For our practice exercise: Use the form of payment on file.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



Checking Out the Celebrity’s


� Review Bill with guest. Move incidental Charges to 2

� Post Cash (Payment) for the Incidental Charges. Post

� Click Check Out.



Checking Out the Hockey Player’s


� Review Bill with guest. Click

� Change Payment to Cash. Click


� When prompted “set room to dirty”.



Celebrity’s Reservation – Split Charges

Retrieve the Guest from the Billing List.

Move incidental Charges to 2nd Window.

for the Incidental Charges. Post CC on file to Room and Tax Folio

Hockey Player’s Reservation – Change Payment

Retrieve the Guest from the Billing List.

Review Bill with guest. Click Check Out.

Change Payment to Cash. Click Post.

When prompted “set room to dirty”.



CC on file to Room and Tax Folio.

When posting a charge or payment when there are multiple windows. Click the window and it will appear Dark Blue. That is how you will know you are posting to the correct window.

��




Checking Out the Business Executive Reservation – Move Charge


� Review Bill with guest. Move the Split Parking Charge to the Co-Worker’s Folio. Create Incidental Folio > Move Incidental charges to Incidental Folio. Post Cash to Incidental Folio.

� Post Credit Card to Room and Tax Folio. Click Check Out.

� You will be prompted to check out sharing guest > Click Yes. � Create Incidental Folio for Co-Worker > Move Incidental Charges to folio. Post Cash to

Incidental Folio.

� Post Credit Card on File to Room and Tax Folio. Click Check Out.






Checking Out the President’s Reservation – Direct Bill � Retrieve the Guest from the Billing List.

� Review Bill with guest. *Note that all Room and Tax charges are in the 2nd Window. � Click Check Out.

� Click Post. � Folio will print.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Quick Check Out

Opera Xpress has a Quick Check Out process. The Quick Check out requires the user to post to the form of payment (Credit Card) on file. Quick Check out is a useful tool to use for Cash Guests or departed guests. All other check outs should be processed u

� Click Cashiering � Click Quick Check Out � Click Check Out � If this is a Credit Card > Click Post� Folio will print


Quick Check Out your Basketball player.

� Click Cashiering � Click Quick Check Out � Click Check Out � Folio will print


Quick Check Out your Football player

� Click Cashiering � Click Quick Check Out � Click Check Out � Click Post � Folio will print

Quick Quiz

1. The Quick Check Out should be only used for what type of check 2. Which Window (folio) will a Direct Bill guest’s room and tax be posted to?3. Where can a Front Desk Agent reprint a



Opera Xpress has a Quick Check Out process. The Quick Check out requires the user to post to the form of Quick Check out is a useful tool to use for Cash Guests or departed

All other check outs should be processed using normal check out process

If this is a Credit Card > Click Post

Quick Check Out your Basketball player.

Quick Check Out your Football player

The Quick Check Out should be only used for what type of check Which Window (folio) will a Direct Bill guest’s room and tax be posted to?Where can a Front Desk Agent reprint a guest’s bill?



Opera Xpress has a Quick Check Out process. The Quick Check out requires the user to post to the form of Quick Check out is a useful tool to use for Cash Guests or departed

sing normal check out process.

The Quick Check Out should be only used for what type of check outs? Why? Which Window (folio) will a Direct Bill guest’s room and tax be posted to?



Early Departure Bill

The settlement check out option allows the front desk agent to settle the guest’s bill but have the guest remain in house (Advance Bill). It is also used for Early Departure and providing an Interim Bill (allows for settlement of guest’s bill while still check in – for example long term stays that close bills weekly).

� Click Cashiering � Click Billing > Check Stayovers and Due Outs � Highlight Guest Name > Click Select � Click Settlement > Click Early Departure � Confirm Payment > Click Post � Folio will print > Click Close


Early Departure Check out of your Animal

� Retrieve your guest from Billing � Click Settlement (Choose Early Departure) � Click Post � Folio will print

Reports

Opera Xpress has a number of Front Desk reports. Some of the most common reports are included here: To access Reports:

� Click Miscellaneous � Click Reports � Enter the Report Name or search by Report Type.

o Basic Front Desk Reports Include � Report Group “Arrival” > Arrivals: Detailed or Arivals and Checked in Today � Report Group “Departure” > Departures � Report Group “ Guests in House” > Guests INH by Room � Report Group “ Guests in House” > Guests INH Special Requests � Report Group “Finanacial” > Financial Payments and Revenue � Report Group “Shift Reports” > Downtime Report



Cashiering

To close and balance your shift the following tasks need to be completed:

� Print the Journal by Cashier Report + Transaction Code > Select Cashier # � Balance all paperwork – Sort folios by payment type and balance to the report. � Click Cashiering � Click Close Cashier � Enter Password � Posting Details for your shift will appear > Click OK.

� Count Bank � Enter Cash that will be dropped in the Actual Cash Field

� Enter Total Checks in the Actual Checks Field � Click OK � Verify dollar amounts > Click Yes � Print Cashier Report > Click Yes � Cashier Closed > Click OK



Quick Keys

A key feature in Opera Xpress PMS is the Quick Keys. The Quick Keys allows the user to access hotel availability, rate availability and other operational relevant status screens. To open “Quick Keys”, Click the Miscellaneous Menu > Show Quick Keys. Below are the most common used Quick Keys.

Icon Name Short Cut Purpose

Dashboard CTRL – F4 Enables the user to: Search for a guest reservation, edit reservation, check in and checkout, run a report, update housekeeping, assign rooms, and check availability.

Maximum Availability

CTRL – F8 Shows the Max and Min numbers of rooms available for each room type for a specific date or date range.

Detailed Availability

CTRL –F2 Shows 10 day view availability for each room type, plus relevant statistics for each day. The actual system default is the starting point; by you can filter this view by date or room class.

Rate Query F5 Allows you to search for rates for each room type on any given arrival day.

House Status SHIFT – F3 Shows the current status for today’s date including; arrivals, departures, available rooms, housekeeping status and expected occupancy.

Room Search F3 Allows you to search and select rooms and reservations that your want to view. Room Search has multiple filters for selecting specific rooms by: type, floor, features, status and dates.



Dashboard

Using the Quick Keys: Click CTRL – F4. The Dashboard is the one stop shop of the Opera Quick Keys. From this screen a user can make a new reservation, edit an existing reservation, post payments, complete a check in and checkout, allocate rooms, run reports, update housekeeping, and check availability. Highlights of the key modules on the Dashboard:

• SEARCH o Simple Search – Enter the guests name, room number, Opera Confirmation number or CRS

number to look for a guest and click Search. Advanced Search – Enter the guest’s name, company, group, arrival date, CRS number or Wyndham Rewards number to search for a guest. Reports – enter the report name, click Search, and click Ok to run a specific report. Housekeeping – sort to see the housekeeping status or update housekeeping status.



• RESERVATION

o Reservation Edit – Enter the guests name in the Search module, and the reservation module buttons for changing or canceling the reservation appear.

• PROFILE o Change Profile – Enter any changes to the guest profile such as address or phone number.

Click Change Profile.

• NEW RESERVATION/WALK IN o Create a new reservation by click the Calendar date for arrival and Clicking New

Reservation. Enter Reservation information and save.

• CASHIERING o Post payments to a guest reservation.

• ADITIONAL INFORMATION o Shows any reservations options added to the reservation. For example; accompanying, etc.



Maximum Availability (optional)

Using the Quick Key: Click CTRL – F8. Once the screen appears (below left) – chose the date required from the Start Date and the number of Days > Click Search. A list will appear (below right) showing all room types and their availability. The user can then confirm with the guest the availability for a specific date.

Detailed Availability

Using the Quick Key: Click CTRL – F2. Once the screen appears (below left) – chose the date required from the Start Date and the number of Days > Click Search. A list will appear (below right) showing all room types and their availability. The user can then confirm with the guest the availability for a specific date.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Detailed Availability (continued). By clicking the Details button the user can get additional information concerning the date requested.

Rate Query

Using the Quick Keys: F5. The Rate Query screen allows the user to do a Rate Query, Rate Lookup, Check Package elements, Check Rate Availability Grid, or do an Item Inventory.

The Rate Query is the easiest way to access Rate and Inventory for a specific date or range.

Enter Arrival Date > Rate Code > Room Type > Shows Rate for Room type for that day.

Enter Start Date > Chose Rate Code > Room Type > Click Search > Shows Closed and CTA status.



button the user can get additional information concerning the date requested.

. The Rate Query screen allows the user to do a Rate Query, Rate Lookup, Check Package elements, Check Rate Availability Grid, or do an Item Inventory.


��

Enter Date RangeGrid Appears.

Enter Rate Code for packager > shows package items.

Enter Date > Housekeeping > Item > Shows Crib Status.



button the user can get additional information concerning the date requested.

. The Rate Query screen allows the user to do a Rate Query, Rate Lookup, Check Package elements, Check Rate Availability Grid, or do an Item Inventory.


Enter Date Range > Rate Grid Appears.

Enter Rate Code for packager > shows package items.

Enter Date > Housekeeping > Item > Shows Rollaway and Crib Status.



House Status

Using the Quick Keys: Shift- F3. This screen shows the Hotel Status at the time of creation. Drop down arrows show the details of the items.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Room Search

Using the Quick Keys: F3. This screen shows the Available Rooms and their status. The screen allows the filtering by features, room types, floor, front office status and room status.

Exercise #43

1. Using the Quick Keys. You receive a phone call inquiring about making a

reservation for March 3Smoking KingKey would you use?

Quick Quiz

1. To check for available rooms the user would use what Quick Key?2. Where can the Show Quick Keys menu be found?



. This screen shows the Available Rooms and their status. The screen allows by features, room types, floor, front office status and room status.

Using the Quick Keys. You receive a phone call inquiring about making a reservation for March 3rd, 2009. The guest is requesting the AAA Rate and a NonSmoking King Bed. What is your availability and what is the rate? What QuickKey would you use?

To check for available rooms the user would use what Quick Key? Where can the Show Quick Keys menu be found?



. This screen shows the Available Rooms and their status. The screen allows

Using the Quick Keys. You receive a phone call inquiring about making a the AAA Rate and a Non-

Bed. What is your availability and what is the rate? What Quick



Audit Training



Audit Training



Basic Audit Overview 99

Preparation 99

Balancing and Batching Credit Cards 99

Running End of Day 100

New Day 100

Audit Procedure 101

Running the End of Day 103

Creating a Walk In – After Audit Reservation 105



Basic Audit Overview

The audit or End of Day Procedure is essentially divided into four key process steps:

• Preparation o Balancing outlets

• Balancing and Batching Credit Cards

• Running End of Day (Audit)

• New Day

Preparation

The auditor needs to confirm the status of all arrivals and departures (and housekeeping status) for guests. All arrivals and departures need to be reconciled prior to proceeding to the next step. The auditor should print the “Downtime Report” (emergency report) as a precaution prior to proceeding

Balancing Paperwork

The Auditor should reconcile all checkouts by sorting the checked out folios of all guests and sorting them and comparing them to Opera Xpress. Each property will have property specific and unique items that have to be balanced such as:

� Outlets � Coupons � Tips � Etc.

Bucket Check

A thorough Bucket Check needs to be completed which include the guest name, room number, arrival and departure date, and form of payment.

Wyndham Rewards Free Night Stay Processing

See the Free Night Stay Processing in the “Need to Know” section. Wyndham Rewards Free Night Stay.

Balancing and Batching Credit Cards

If the property is using SDC (Southern DataCom credit card processing) please refer to the detailed instructions for processing credit cards in the “Need to Know” Section. Credit Card Batching, If not the property will continue to use their Trans machine process. The trainer will work with the property on balancing Opera Xpress to the properties Trans Machine.



Running End of Day

The audit in Opera Xpress’ purpose is to perform the following mandatory functions:

• To perform a detailed check on the Country and State of Reservations.

• Confirm the reconciliation of departures

• Move the Business date

• Post Room and Tax

• Run any property specific functions configured

• Print Final Report

New Day

Complete any property specific morning functions.



Audit Procedure

A detailed Night Audit Checklist will be provided each property based on the unique requirements of that

property. The following is a general Audit procedure.

1. Review communication log with previous shift

2. Count and verify your bank prior to previous shift leaving.

3. Logon to Opera Xpress with your user and password.

4. Print Shift Reports: Miscellaneous > Report > Shift Reports > Night Audit

� Guests In House (alphabetically) **phone list

� Guest In House (room number) **bucket check report

� Arrivals – Detailed

� Departures

� Housekeeping Status

� Guest In House: Cash

� Credit Limit – All payment types

5. Review arrivals and reconcile any departures

6. Review Credit Limit Report and update approvals if needed.

7. Resolve any Housekeeping Discrepancies: Miscellaneous > Report > Housekeeping > Room

Discrepancy

8. Check Complimentary Rooms: Miscellaneous > Report > Guests in House > Guests INH

Complimentary

9. Perform a detailed Bucket Check using the Guest In House Report by Room number. Check the

following:

� Name

� Room #

� Rate

� Rate Code and Market

� Departure Date



� Tax Exempt Status

� Routing (if applicable)

� Payment Type

� Signature

� Address

10. Perform any property specific postings and balancing procedures for your hotel.

11. Gather all the checked out folios for all the shifts or cashiers.

12. Sort the folio (if not already completed) by payment type.

13. Run a total of the folios and compare this to the Trial Balance. Miscellaneous > Reports >

Financial > Credit Card Balancing Report. Check Display Payment Details. Print.

14. Process Wyndham Rewards Free Night Stay (See Need To Know Section)

15. Balance your shift work. Close your cashier.

16. Perform the End of Day process (Night Audit).

17. Verify System Backup

18. If balanced, Batch Credit Cards. (See SDC Processing Credit Cards in Need to Know Section) if

applicable

19. Verify that all manual wake up calls are entered in the PBX system.

20. Balance your shift work. Close your cashier.

21. Communicate with next shift any issues.



Running the End of Day

1. From the Main Screen > Click End of Day

2. Click Night Audit

3. Enter User and Password. Click Login.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


4. At the End of Day Routine Menu

The following will run:

• County and State Check

• Departure not Checked out **a check of the cashier closeout will be also be conducted at this time.

• Roll Business Day

• Posting Room and Tax

• Run Additional Procedures (setup by property)



At the End of Day Routine Menu – Click Start.

Departure not Checked out **a check of the cashier closeout will be also be conducted at this time.

Run Additional Procedures (setup by property)



Departure not Checked out **a check of the cashier closeout will be also be conducted at this time.

Once Room and Tax has completed posting, the users can log into Opera Xpress.

��



• Print Final Reports.

Creating a Walk In – After Audit Reservation


Creating a Walk In After Audit Guest Reservation for your Hockey Player

The Walk In will be created for: � 1 Room � 0 nights beginning today � 1 Adult � 0 Children � Room Type: Available Room � Rate Plan: Rack � Source: WI – Walk In � Market: OTHR

To begin a Walk In in Opera Xpress: Click Front Desk > Arrivals > Walk In.

1. Use the Hockey Player (Opera Student Hand Out) > Create Profile.

� Enter the following address and phone number: 107 Sugartown Rd.

Saint Paul, MN 55126 651-543-1245

2. Click OK to Save. Click OK from Profile screen. 3. Add Rack for an available room type from the grid. Make sure the Day Use is unchecked if

the property does not have specific Day Use rate codes. 4. Click OK. 5. Guest will be using will be paying for the room with a Visa Card (VI) 4444333322221111

exp. 10/10 6. Choose a Room Number for the Walk In guest from the drop down. Click OK to Save. When

prompted to Check In Guest – Click Yes. When prompted to print Reg Card – Click Yes. 7. Confirm that room and Tax was posted:

� Cashiering > Billing > enter Hockey Player’s name > highlight name > Select. � You should see the room and tax posted for the guest.



Housekeeping Training



Housekeeping Training



Housekeeping Overview 111

Updating Housekeeping Status 111

Housekeeping Mgmt 111

Assigning Room Attendants 113

Room Discrepancy 114

Updating Out of Order/Out of Service 114

Room History 115

Reports 116



Housekeeping Overview

� Updating Housekeeping Status

� Updating Out of Order/Out of Service

� Room Service

� Reports

Updating Housekeeping Status

Housekeeping Mgmt

Housekeeping status can be updated from the Rooms Management menu under Housekeeping.

� Click Housekeeping Management to update the room status. To update housekeeping status you can Search for specific room, Select all Rooms, or Check rooms then update. Notice the drop down box that allows you to change individual rooms.

� Clicking the Change button from the Housekeeping allows the user to update the Checked items, choose a: from and to room, or update specific pre-assigned sections.



• Clicking the Report button allows the user to print a Housekeeping detail report which shows the status for all rooms.



Assigning Room Attendants

Setting Room Attendants to specific rooms in Opera is a function of setting task assignments. Click Room Management > Housekeeping. Un-check Clean and Out of Order/Out of Service (Dirty should be checked only). Click Expanded > Enter the number of attendants and Click OK. Task sheet will appear. The user can choose the room on the task sheet and drag to another sheet. Once completed the task sheets can be printed. Click Print.



Room Discrepancy

If the front desk status is different from the housekeeping rooms will appear on the Room Discrepancy list or report, to access this:

• Click Rooms Management > Housekeeping > Room Discrepancy.

Updating Out of Order/Out of Service

Putting a room out of order in Opera will remove the room from inventory at Central Reservations. Putting a room out of service will not take are room out of inventory from Opera or Central Reservation.

� Click Rooms Management > Out of Order/Service > Click New.



� Click the Room list or enter a room range > Enter a date range > Enter status (either Out of Order or Out of Service > Reason Code and any remarks > Click OK to save.

� To put room back into service early the user can: Click Delete

Room History

The housekeeping or front desk staff can check the history of a room. This will show who has occupied the room.

� Click Room Management > Room History > Enter Room number or Credit Card number > Enter Departure Since Date > Click Search.



Reports

Housekeeping reports can be found by: Clicking Miscellaneous > Reports > Choose from the Report Group “Housekeeping”. The following significant reports are available to be printed:

� Housekeeping Status Report � Queue Rooms Report � Rooms Discrepancy Report � Vacant Room Report



Need to Know



Need to Know

Target Information

Target Information 119

Opress Xpress Quick Keys 121

Reservation Basics “Soft Skills” 122

Reservation Window Pane 127

Direct Bill Window Pane 128

Check In Window Pane 129

Check Out Window Pane 130

SRP Master 131


Opera Xpress Advanced Functions 133

Wyndham Rewards 136

Front Desk Functions: 136

Manager Functions 139

SDC Processing Credit Cards (if applicable) 142

Balancing Opera Xpress PMS to PBAdmin 145

Settlement/Deposit Procedures 146



Opress Xpress Quick Keys

Menu/Item Description Quick Key

Opera Help Help Menu F1

Room Search Available Rooms F3

Rate Query Search Current Rates F5

New Reservation Create New Reservation F7

Logout Logout of Opera F8

Occ Graph Occupancy Statistical Graph Shift – F1

Ctrl Panel Occupancy Statistics Shift – F2

House Status Housekeeping Status Shift F3

Inquiry Search Shift – F4

Floor Plan Floor Plan Shift – F5

Quick Books Create a Group Shift – F6

Phone Book Name and Phone Number Search Shift – F7

IFC Menu Interface Menu Shift – F8

Opera Help Help Menu Control – F1

Det. Avail Detailed Availability Screen Control – F2

Room Plan Room Detail Control – F3

Dashboard Opera “Everything Screen” Control – F4

Operator In House Guest List Control – F7

Max Avail Hotel Availability Control – F8

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Reservation Basics “Soft Skills”

Reality Check – Read the following statistics with regards to guest stay. JD Power Survey

• Repeat customers spend 33% more than new customers. • Referrals among repeat customers are

There are many reasons a customer may leave you, but the ones you will hear most often are:

• They felt your pricing was too high or unfair. • They had an unresolved complaint. • They took a competitors offer. • They left because they felt you didn't care.

Which ones do you have control over?

1. ________________________________________

2. ________________________________________

Here is an example of a Job Description of a Front Desk Clerk:

Front-desk clerks always are in the public lodging property. Their attitude and behavior greatly influence the public’s impressions of the establishment. And as such, they always must be courteous and helpful. Desk clerks answer questioabout services, checkout times, the local community, or other matters of public interest. Clerks also report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff for them to correct the problems. In larger hattractions to a concierge and may direct more complicated questions to the appropriate manager.US Department of Labor – Department of Statistics



Reservation Basics “Soft Skills”

Read the following statistics with regards to guest stay. JD Power Survey

Repeat customers spend 33% more than new customers. Referrals among repeat customers are 107% greater than non-customers.


They felt your pricing was too high or unfair. They had an unresolved complaint. They took a competitors offer.

e they felt you didn't care.

Which ones do you have control over?

________________________________________

________________________________________

Here is an example of a Job Description of a Front Desk Clerk:

desk clerks always are in the public eye and typically are the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public’s impressions of the establishment. And as such, they always must be courteous and helpful. Desk clerks answer questioabout services, checkout times, the local community, or other matters of public interest. Clerks also report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff for them to correct the problems. In larger hotels or in larger cities, desk clerks may refer queries about area attractions to a concierge and may direct more complicated questions to the appropriate manager.

Department of Statistics – Operations Handbook 2006




eye and typically are the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public’s impressions of the establishment. And as such, they always must be courteous and helpful. Desk clerks answer questions about services, checkout times, the local community, or other matters of public interest. Clerks also report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff for

otels or in larger cities, desk clerks may refer queries about area attractions to a concierge and may direct more complicated questions to the appropriate manager.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Front Desk First Impressions:

What does this picture say? ______________________

What does this picture say? _______________________



What does this picture say?

______________________


_______________________




______________________


_______________________



What is the difference between a Feature and Benefit?

Features:

Feature is what the hotel has; example, swimming pool.

Fill the boxes with important features of your hotel

Benefits:

Benefit is the experience or value.

Fill the boxes below with benefits of your hotel.



Qualifying:

Why do guests come to our hotel? 1. ___________________________ 2. _____________________ 3.__________________ How do we match guests and benefits? 1.________________________________________________________________________ 2. ________________________________________________________________________ 3. ________________________________________________________________________ Successful Reservations: Step by Step Process

1. Answer the phone in ____________________

2. Approved greeting: ______________________________________

3. Qualifying: Date/Day; Member of Wyndham Rewards? What brings you to the area? Have

you stayed with us before? __________________________

4. Guest’s name: _______________________________________

5. Benefits before rate (3):__________ **(What is a Benefit)

a. ___________________________________

b. ___________________________________

c. ___________________________________

6. Confirm:____________________________________________

What if I am busy or I have someone on another line? Options:

1. _________________________________________

2. _________________________________________



Complaint Resolution: 5 Steps 1. Listen:

a. What do they really want?

b. Don’t interrupt

c. Guest needs to vent

d. Verify – (say back) clarification.

2. Apologize:

a. Can you apologize without admitting who’s at fault?

b. Avoid non apology apologies.

3. Solve the Problem:

4. Thank them for bringing it your attention:

5. Follow Up:




Enter in the window pane provided the steps to complete a Reservation. (Include Soft Skill steps)



Direct Bill Window Pane

Enter in the window pane provided the steps to complete a Direct Bill. (Include Soft Skill steps)



Check In Window Pane

Enter in the window pane provided the steps to complete a Check In. (include Soft Skill steps)



Check Out Window Pane

Enter in the window pane provided the steps to complete a Check Out. (Include Soft Skill steps)



SRP Master

CodeCodeCodeCode SRPSRPSRPSRP Program DescriptionProgram DescriptionProgram DescriptionProgram Description Rate SpecificsRate SpecificsRate SpecificsRate Specifics

RACK Rate of the Day

ROD (Mandatory)

Rate of the Day - Price this rate to be fair and competitive within the market.

SRB Wyndham Rewards

Wyndham Rewards Free Night Stay

Comp Room

SVC2 Volume

Discount Rate (Mandatory)

Volume Discount Rate (TMC/Consortia Rate)

Discount off of ROD

SVC Volume

Discount Rate (Mandatory

Volume Discount Rate (Member Benefits Rate)

Discount off of ROD

SCN2 Volume

Discount Rate (Mandatory

Volume Discount Rate (Global Select) Net, Non Commissionable 30 Blackout Dates Available

Discount off of ROD

S3A AAA/CAA (Mandatory)

American and Canadian Auto Club.

Discount off of ROD

SSR Senior

(Mandatory) AARP/Senior Rate Discount off of ROD

SED Employee (Mandatory)

Wyndham Brand Employee Rate

Appropriate price, set by brands/ Human Resources.

STT Travel Industry (Mandatory)

Travel Industry/Friends and Family Rate

Discount off of ROD

SGV Government (Mandatory)

Federal Government Discount or Per Diem Rate

SGS Government (Mandatory)

State Government Discount or Per Diem Rate

SGC Government (Mandatory)

Canadian Government Discount or Per Diem Rate

SOR 3rd Party Third Party Net Rate - Online Discount off of ROD

SOE 3rd Party Third Party Net Rate -

Expedia Discount off of ROD

SOO 3rd Party Third Party Net Rate - Orbitz Discount off of ROD

SOT 3rd Party Third Party Net Rate -

Travelocity Discount off of ROD

LNZM 3rd Party

Opaque Channel Rate (Priceline, Hotwire)/ Traditional Wholesaler Rate/ Dynamic Packaging Rate

Price to capture revenue and profits as channel will bear. Remember that Priceline and Hotwire mark up your net rates when setting price.

SNT Non-

Professional Group

Groups of 10 or More Rooms Per Night Non- Professional

Discount off of ROD

SPT Professional Group

Groups of 10 or More Rooms Per Night Professional

Discount off of ROD

SRC RCI/Elite Rewards

RCI/Elite Rewards Redemption Program

Priced at a Flat Rate



Changing your Password

� Click Miscellaneous > Change Password � Enter Old Password and New Password (Confirm) > Click OK.

The following are the Password requirements for Opera Xpress:

� Blank passwords are prohibited and must never be used. � Passwords must be of a minimum length of seven (7) characters and must be composed of at

least two of the following character types: o Alphabetic o Numeric o Special character

� Passwords cannot be the same as the User ID. � The six (6) most recent passwords cannot be used when selecting a new password. � Your User Account lockout will occur after five (5) unsuccessful (failed password) login

attempts.

Recommendations for Protecting your Password: � Never write down your password. � Never Share passwords with anyone. � Change your password often or as required by your property. � Change your password immediately if you think it has been compromised.



Opera Xpress Advanced Functions

Currency Exchange (International)

Opera Xpress has the ability to display the rates and amounts when exchanging foreign currency for local currency (either buying or selling) for guests and quick post. To access the Currency Exchange:

� Click Cashiering � Click Cashier Functions � Click Currency Exchange (currency codes must have been built for exchange to work)

If a user only wants to calculate the exchange a currency calculator is also available.

To access the Currency Calculator: � Click Cashiering � Click Cashier Functions � Click Currency Calculator (currency codes must be built for exchange to work other than

USD) � Enter dollar amount > Enter From Currency > Enter To Currency. Calculated Amt will

appear.



User Activity Log

Opera Xpress can track the activity by user for the following functions based on filer criteria: � Click Miscellaneous � Click User Activity Log � Enter User (it will default to the user signed in) � Enter a Date Range > Enter Type (Action Type) such as Rate Change or Messages � Use the radio button to filter the information further. Click Search. Highlight an Item

and Click Detail for more information.

Batch Registration Cards

Opera Xpress has the ability to print Registration Cards for guest’s or groups; this is great for speedy check in.

� Click Miscellaneous � Click Registration Card � Enter the criteria required.



Batch Folios

Batch Folios allows the user to print folio without opening the individual folio in guest billing. Using the Batch Folios you can print a single folio or “batches” of folios. Great for express check out guests.

� Click Cashiering � Cashier Functions � Batch Folios � Choose type of Folio to be batched > Click Next � Set Type of Folio > Click Next � Enter Order to be printed � Set Batch Criteria (All Guests, All VIP, Group members, etc.) > Click Next � Set Payment Type > Click Next > Set Windows to be printed > Click Next > Set Folio Style

> Click OK.

Settlement Options in Cashiering

The settlement check out option allows the front desk agent to settle the guest’s bill but have the guest remain in house (Advance Bill). It is also used for Early Departure and providing an Interim Bill (bill that shows the all room and tax charges for the entire install).

� Click Cashier > Billing > Login with Cashier Login � Search for guest > Click Select (Guest Folio will appear) � Click Settlement



Wyndham Rewards

Front Desk Functions:

Wyndham Rewards Free Night Stay Reservation Edit and Check In

Step 1: Changing Guarantee on Free Night Stay Arrival

1. Check the Arrival Report for Free Night Stay Guest(s). All Wyndham Free Night Stay reservations will have the SRB rate code and the guarantee of TR. Create an arrivals report: Miscellaneous > Reports > Report Group “Arrival” > Choose Arrivals: Detailed Report > OK > Filter for Rate Code > SRB > Print.

2. If the report prints: (complete this for all reservations on the report)

• Click Reservations > Update Reservation > Enter Guest Name > Click Edit > Change RES TYPE from TR to DR (direct bill) > Change Payment Type to DR (direct bill). In the Company field enter “Wyndham Rewards”. Click Save.

If the Wyndham Rewards AR is not created, the following steps will aid you in creating the

Wyndham Rewards AR account in Opera PMS.

1. Click the AR Menu > Account Maintenance > Enter Password > Login > Click New > Click New > Choose Company > Click OK.

2. Enter Wyndham Rewards as the Account. Enter 1 Sylvan Way, Parsippany, NJ 07054 as the Address.

3. Click Save > Click Ok

Step 2: Checking In the Wyndham Rewards Free Night Stay Guest

1. Ensure that items above have been completed. 2. Collect a form of payment for incidental charges.



Wyndham Rewards Free Night Stay Posting – Prior to running the Night Audit and after all arrivals

and departures have been reconciled.

NOTE “Do not post until all arrivals have checked in or have been canceled, failure to do this will

change your occupancy and ADR number.”

Step 1: Checking for Free Night Stay In House Guests and Arrivals

1. Click on Miscellaneous > Reports > Filter by Report Group “Guests in House” > From List

chose and highlight “Guests In House Rate Check” > OK > From Drop down Rate Code choose “SRB” > Click Preview.

2. If a guest appears on this report: Click on Miscellaneous > Reports > statistical >

Day/MTD/YTD Statistics > OK

• This report with display your current Occupancy Percentage (OCC %) and Average Daily Rate (ADR) for the day the report is run.



3. If this is not completed: Access the guest(s) listed on the “SRB” filtered Guest report you created above. Under the Payment method – set this to DB (Direct Bill) and make sure the “Wyndham Rewards” Direct Bill Account is attached.

4. If routing is not setup: Setup up Routing of Room Charges to 2nd Folio > Edit > Options > Routing > Window > Entire Stay > Transaction “1000 – Room Charge” > Add > Ok > Window 2 > OK. Close. Incidental Charges (phone, movies, restaurant, etc) will appear on Folio 1

Step 2: Manually Posting the Wyndham Rewards Room charge.

1. Using the Wyndham Rewards multiplier based on the occupancy and ADR for the “Hotel

Date”, post the following amounts manually as a room charge to the guest folio (SRB guest).

NOTE: Wyndham Rewards will only reimburse the property for the percentages listed below with tax inclusive. You will have to calculate the percentage of the Average Daily Rate due you and then back out the tax. The amount left over will be the rate you will manually post and will then later receive a credit for on your Monthly Franchise Invoice (Plus Tax).

a. If the Occupancy is 90% or less multiply the ADR from the Revenue Management report

by 0.70 (70%). Example: $100.00 X.70 = $70.00. Then back the tax out by dividing this number by 1.xx (were xx is the tax percentage). This will give you the RM charge amount to post. Example: $70.00/1.06 = $66.03 would be the posted RM total (w/ tax this will be $69.99). Post the RM charge from this calculation and then select yes to post the tax.

b. If the Occupancy is greater than 90% multiply the ADR from the Revenue Management

report by 1.10 (110%). Example $100.00 X 1.10 = $110.00. Then back the tax out by dividing the number by 1.xx (were xx is the tax percentage). This will give you the RM charge amount to post. Example: $110.00/1.06 = $103.77 would be the posted RM total (w/ tax this will be $110.00). Post the RM charge from this calculation and then select yes to post the tax.

c. Repeat from step a-b for each Free Night Stay reservation that will be in house for the

night.

2. Go to the Guest Bill (Folio): a. Click Cashiering > Click Billing > Enter Password > Type Room Number (from the

report printed or previewed above) > Click Search > Confirm Guest’s Name > Click Select.

b. Click Post > Choose Code 1000 (Room Charge) from the drop down > Enter the $

Amount calculated above (Room only – Tax will automatically post) > Type in the Reference Field “Wyndham Rewards” > Click Post > Charge will appear on the Guest’s Bill (Folio) > Click.



Wyndham Rewards Free Night Stay Check Out

Step 1: Checking Out the Wyndham Rewards Free Night Stay Guest

1. The Posted Room charge for the Free Night Stay (see above) is checked out to the Wyndham Rewards Direct Bill Account/Company. Any other incidental charges will stay on the Incidental Folio and will be charged to the guest’s credit card or cash payment.

• Click Cashiering > Click Billing > Enter Password > Type Room Number (from

the report printed or previewed above) > Click Search > Confirm Guest’s Name > Click Select.

• Choose the items from the list by Checking the box next to the charge to be settled, in this case Room Charge and Tax Charges.

• Click Payment > Choose the Direct Bill code.

• Settle the remaining charges to the payment on file.

• Click Check Out.

Manager Functions

Wyndham Rewards Guests

The following sections apply to manually entering the Wyndham Rewards information from your Opera PMS to Wyndham PRM system through eDesk. Managers and authorized Front Desk Agents can access the Wyndham EDesk through the My Portal or PRM. The eDesk module is located on the upper right hand side of the PRM home page. Click on eDesk to access the full menu of Wyndham Rewards management options.



The Wyndham Rewards© eDesk allows you to administer the Wyndham Rewards© loyalty program by providing a quick and user-friendly interface, allowing you to complete the following:

• Search for members

• Enroll new members

• Earning entry of guests stay information

• Free night reimbursements



Step 1: Credit a members account for a stay

1. Following check out print a report of all check outs with Wyndham Rewards numbers. Miscellaneous > Reports > Report Group “Reservation” > Membership Stays > Ok > Click Checked Out > Print.

2. Access eDesk > click Earning Entry > Enter Stay information for guest > Save. Step 2: Request a Free Night Stay Reimbursement

1. Once the guest with the Free Night Stay has checked out to the Direct Bill Account “Wyndham Rewards”. Access eDesk > Click Free Night Reimbursement. Enter the stay information for the free night stay. Failure to complete this will cause the hotel not to be reimbursed.

Step 3: Free Night Reimbursement

1. Properties will be reimbursed for Free Night Stay rooms through their franchise fee report. A credit will be posted with the guest’s name and date. Properties will need to credit the “Wyndham Rewards” Direct Bill account once this credit is received.

2. Access the Direct Bill/AR account for “Wyndham Rewards”. Go to the AR menu > Account Maintenance > Enter Password > Enter Wyndham in the Account Name field or click Search.

3. Highlight Wyndham Rewards Direct Bill/AR account > Click Select > Check items to be credited > Click Payment > Select Wyndham Reward Reimbursement code > Make sure Apply Payment is chosen > Click Post.



SDC Processing Credit Cards (if applicable)

Step 1 – Double-click on the PbAdmin icon on the desktop.

Step 2 – Log into PbAdmin. The Login ID and Password are provided by the administrator.

Pre-settlement Procedures

Pre-settlement creates a report of all transactions that meets selected criteria (i.e. business date).

Step 3 – From the Main screen, deselect all transactions by clicking All and then Remove. This will clear

any transactions that may have been selected.



Step 4 – Select the transactions that are ready to be settled by clicking on Business Date.

Enter the date that the transactions were sent from Opera to PbAdmin.

Examples:

Sent: 3/1/04 11:45 p.m. Business Date: 3/1/04

Sent: 3/2/04 2:05 a.m.

Business Date: 3/2/04

Click on Add. A window will exhibit the number of selected transactions.



Step 5 – Create a pre-settlement report by terminal. Select Detail and All Current. Click on Report. This generates the “ProtoBase Administrator Terminal Report Transactions by Terminal for Pre-Settlement Records with Standard Detail” report.



Balancing Opera Xpress PMS to PBAdmin

The Opera/PbAdmin Balance procedure compares the Pre-settlement report with the Opera report to

ensure that the totals match.

Step 6 - Reconcile the Opera daily batch report to the “ProtoBase Administrator Terminal Report

Transactions by Terminal for Pre SSeettttlleemmeenntt RReeccoorrddss wwiitthh SSttaannddaarrdd DDeettaaiill”” report.

Scroll to the bottom of the report and view the total amount. Compare the results with the Credit

Card Balancing Report from Opera (Miscellaneous > Reports > Financial > Credit Card Balancing

Report. Review the card type subtotals for discrepancies if the reports do not reconcile. Add or

delete transactions as necessary.



Settlement/Deposit Procedures

After the totals are reconciled, the batch is ready to be settled/deposited.

Step 7 - From the Main screen, click on Deposit Selected. The Settlement Information screen is displayed.

Select OK if the information is correct.



Step 8 - A series of screens will appear and display the status as the transactions are transmitted to the

processor

(bank).

WARNING: Do not exit out of these screens. Settlement will be interrupted which can cause serious

errors.

If you prematurely exit the settlement windows, review the ““SSeettttlleemmeenntt iinn PPrrooggrreessss EErrrroorr”” Addendum.



Step 9 - Upon completion of settlement, the PPrroottooBBaassee TTrraannssaaccttiioonn SSuummmmaarryy RReeppoorrtt displays on the

Viewer screen. Pay close attention to the Settlement response. If it returns a response other than “PASSED”, contact the WHG help desk.

The Transaction Summary Report is a settlement report generated by ProtoBase. This report is

automatically saved but is overwritten after each settlement. The report is located in the

following directory: pbadmin\api\settle\

YYoouu ccaann vviieeww,, pprriinntt,, oorr ssaavvee tthhee rreeppoorrtt..

WARNING: The full credit card account number will appear in this report. This report

should be handled according to WHG’s corporate privacy policy.

training for successtraining for success

Documents