IKL Knowledge

Opera Reservations Process Manual

2015

Contents

4.15 Checking in a Late Arrival Guest AFTER the End of Day Process

38

4.15.1 Checking in a Late Arrival not PAID (More than 1 night)

38

4.15.2 Check in a Prepaid Late Arrival (More than 1 night)

39

4.15.3 Processing an Unpaid Late Arrival (1 night stay only)

39

4.15.4 Processing a Prepaid Late Arrival (1 night stay only)

39

5. Guests In House Processes

5

Guests In House Processes

5.1 Cancel a Check In

40

5.2 Extend a Stay for a Checked In Guest

41

5.3 Room Move a Checked in Guest

41

5.4 Room Move a Checked in Guest when fully booked

41

6. Housekeeping Processes

6

Housekeeping Processes

6.1 Creating Housekeeping Task Sheets

42

6.2 Changing Rooms from “Dirty” to “Clean” in Opera

42

6.3 Putting Rooms Out of Order

43

6.4 Putting Rooms back on Sale after Repair

43

7. Billing Processes

7

Billing Processes

7.1 Understanding the Billing Screen

44

7.2 Checking Out Guests

44

7.3 Check out Gift Experience Stay Guests to the Accounts Receivable Module (AR) 45

7.4 Check out Guests to a Company with Approved Billback Authority

45

7.5 Early Departure Guests – Refund Due

46

7.6 Early Departure Guest – No Refund Due

47

7.7 Reprinting a VAT Receipt after the Guest has Departed

47

7.8 Refund Corrections and Adjustments

48

7.9 Splitting the Billing Screen to Tidy up Invoice

50

7.10 Charging Damages/Smoking (Managers)

50

7.11 Handling a Gift Experience Complaint

51

7.12 Checking out a PM (Post Master) Reservation

51

CONTINUED

4

Innkeeper’s Lodge

Opera Process Manual