IKL Knowledge

Opera Reservations Process Manual

2015

Contents

1. Opera System and General Information

1

Opera System and General Information

1.1 MAB & Innkeeper’s Lodge Policies & Guidelines

6

1.2 Reservation Support Line (RSL)

6

1.3 General Navigation in Opera

8

1.3.1 The OPERA System

8

1.3.2 Quick Keys

8

1.3.3 Logging on to Opera

9

1.3.4 The Lodge Dashboard

10

1.3.5 Logging Off

10

1.3.6 Changing your Password

11

1.3.7 Managers – Changing or Unlocking a Team Member’s Password

11

2. Guest Profiles

2

Guest Profiles

2.1 Principles of Guest Profiles

12

2.2 Making a New Guest Profile

12

2.3 Amending Individual Guest Profiles

13

2.4 Merging Duplicate Profiles

13

2.5 Making a Company Profile

14

3. Resevations

3

Reservations

3.1 Checking Availability

15

3.2 Making a Reservation

16

3.3 Telephone Reservation Guidelines

17

3.4 Checking Detailed Availability Using CTRL F2

19

3.5 Making and Splitting Party Reservations

20

3.6 Making an Additional Reservation for Same Guest (Add On)

21

3.7 Making a Reservation with a different rate plan on Subsequent Nights

22

3.8 Making a Reservation with a different number of Sleepers on Subsequent Nights 23

3.9 Making a Reservation with a complimentary upgrade to Higher Graded Room 23

3.10 Making a Reservation for a pair of Connecting Rooms

23

3.11 Lookup an Existing Reservation

24

CONTINUED

2

Innkeeper’s Lodge

Opera Process Manual