IKL Knowledge

Opera Reservations Process Manual

2015

1. Opera System and General Information

Opera System and General Information

1.1

MAB & Innkeeper’s Lodge Policies & Guidelines

In order to ensure we offer our guests a consistent experience when using Innkeeper’s Lodge it is imperative that everyone follows these training notes and policy guidelines. The information within this document has been compiled to ensure the most efficient ways of working are in place for MAB & Innkeeper’s Lodge as well as offering a fantastic service to our guests. This document is made available to all to improve best practice and guarantee operational standards & policies.

If you have any questions or concerns please contact the following:

Helen Bradshaw - Revenue & Sales Development Manager

Telephone 07808 365820 or email helen.bradshaw@mbplc.com

Hannah Parkes - Assistant Revenue Manager

Telephone 07808 094330 or email hannah.parkes@mbplc.com

Jennifer Megarry - Central Reservations Manager

Telephone 07885 500049 or email jennifer.megarry@mbplc.com

Claire Wood – Guest Service Training Manager

Telephone 07808 094407 or email claire.wood@mbplc.com

1.2

Reservation Support Line (RSL)

The contact number for Reservations Support is 0121 498 6868. This is manned by the CRO team. If there is no answer, then all the CRO team are on guest calls. Leave a message and the team will ring back ASAP. Do not ring the RSL Support line for IT Technical Calls e.g. no internet access; ring IT Technical Support.

Contact the RSL for the following situations:

• • • • •

Urgent Overbookings

CRO booking issues – e.g. Missing routing

Requests for groups/corporate Missing payments on PM rooms Issues with Day use checkouts

CONTINUED

6

Innkeeper’s Lodge

Opera Process Manual