IKL Knowledge

Opera Reservations Process Manual

2015

Opera System and General Information

1.2

Reservation Support Line (RSL) CONTINUED

The reservation support line is only for urgent issues and cannot handle the following situations for you and you should refer to the relevant section of this manual:

• • • • • • • • • • • • •

Walk in reservations Amending reservations

Checking if deposit has been paid

Processing refunds

Room move when fully booked

Password resets Allocating rooms

Changing rooms from Dirty to Clean How to put rooms Out of Order Cannot Balance WSOB and Opera

End of Day

Guest complaints unless relating to a reservation process issue

Processing or advice on Smoking/Damage charges

Contact the Central Reservations Manager if you require further training support

Ring the Central Reservations department and not the RSL on 08451 551551 for the following scenarios :

• •

A Guest wants to book a room e.g. at another lodge You want to make a Team (friends & family) rate booking.

Email info@innkeeperslodge.com for the following situations:

• • •

New User log on requests

Reporting on status of No Shows (Each Day)

Non urgent queries

CONTINUED

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Innkeeper’s Lodge

Opera Process Manual