IKL Knowledge

Opera Reservations Process Manual

2015

Contents

3.12 Cancelling a Reservation

24

3.13 Amending an Existing Reservation

25

3.14 Handling Requests for Cots/ Sofa Beds/Special Requests

25

3.14.1 Cots

25

3.14.2 Sofa Beds

26

3.14.3 Special Requests

26

3.15 Excluding Cooked Breakfast for one or more Guests in a Reservation

26

3.16 Sending a Confirmation Email

27

3.17 Sending a Cancellation Confirmation Email

28

3.18 Group Reservations Processes

29

3.19 Handling Group Reservation Sales at the Lodge

29

3.20 Reservations with Payment Routing Instructions

29

3.21 How to Route Charges on the Reservation to another room (Groups)

30

4. Check in Processes

4

Check In Processes

4.1 Allocating Room Numbers to Individual Reservations

31

4.2 Allocating Room Numbers to all Arrivals in Advance

31

4.3 Check In a Guest who has not paid (E.G CC Reservations)

32

4.4 Check in a Guest who has Prepaid (E.g. DP Reservations)

33

4.5 Check in a Guest on a Gift Experience Stay

33

4.6 Check in a Guest where a Third Party is paying for the Stay

34

4.7 Check In a Guest who is part of a Group Booking

34

4.8 Post Master Reservations (Groups)

34

4.9 Walk in Reservations

35

4.10 Printing ALL Registration Cards

35

4.11 Printing SINGLE registration Cards

36

4.12 Updating Guest Profiles in Opera

37

4.13 Attaching a new Guest Profile onto a Reservation on Check In

37

4.14 Late Check in Processes

38

4.14.1 Late Check In and Night Porter on duty

38

4.14.2 Late Check In and no Night Porter

38

CONTINUED

3

Innkeeper’s Lodge

Opera Process Manual