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Front Office Operation

User Manual
Opera Version 5 – For beginners
3rd Edition
September 2013

By Michael Heinrich

Handbook Version 3.0. September 2013. Designed for OPERA Version 5

Front Office Operation User Manual Introduction & Menu
Table of Contents
1 INTRODUCTION & MENU .................................................................................................3
1.1 HOW TO USE THIS BOOK ............................................................................................................3
1.2 INTRODUCTION TO OPERA ........................................................................................................3
1.3 FROM FIDELIO TO OPERA .........................................................................................................3
1.4 MENU............................................................................................................................................4
2 INDIVIDUAL RESERVATION............................................................................................7
2.1 MAKING A NEW RESERVATION .................................................................................................7
2.2 RATE CODES ............................................................................................................................. 10
2.3 UPDATE RESERVATION........................................................................................................... 10
3 TRAVEL AGENCY/COMPANY RESERVATION ......................................................... 11
4 FURTHER RESERVATION TASKS................................................................................ 15
4.1 UPGRADE................................................................................................................................... 15
4.2 ADD ON ...................................................................................................................................... 15
4.3 CHANGE OF PROFILE ............................................................................................................... 17
4.4 SHARING INDIVIDUAL RESERVATION ................................................................................... 19
4.5 ROOM MOVE ............................................................................................................................. 21
4.6 TRACES AND MESSAGES ......................................................................................................... 23
4.7 TURNAWAY ............................................................................................................................... 25
5 ROUTING ............................................................................................................................ 27
5.1 ROUTING TO ANOTHER ROOM ............................................................................................... 27
5.2 ROUTING TO COMPANY OR TRAVEL AGENT........................................................................ 28
6 ROOM ASSIGNMENT & CHECK IN ............................................................................... 32
6.1 INDIVIDUAL ROOM ASSIGNMENT.......................................................................................... 32
6.2 INDIVIDUAL REGISTRATION AND CHECK-IN ....................................................................... 33
6.3 WALK-IN ................................................................................................................................... 35
7 CASHIERING ...................................................................................................................... 37
7.1 POST CHARGES......................................................................................................................... 37
7.2 BATCH POSTINGS..................................................................................................................... 42
7.3 FIXED CHARGES ....................................................................................................................... 43
7.4 POSTING ADJUSTMENTS (USED FOR DISCOUNTS/COMPLAINTS)..................................... 43
7.5 POSTING CORRECTIONS .......................................................................................................... 46
7.6 CORRECTION AFTER CHECK OUT .......................................................................................... 49
7.7 TRANSFER CHARGES ............................................................................................................... 50
7.8 SPLIT CHARGES ........................................................................................................................ 52
7.9 CHECK-OUT AND SETTLEMENT ............................................................................................. 53
8 QUICK KEYS ....................................................................................................................... 55
8.1 OPERA HELP (F1) ................................................................................................................... 55
8.2 OCCUPANCY GRAPH (SHIFT + F1) ....................................................................................... 55
8.3 OPERA HELP SHOW KEYS (CTRL. + F1) ............................................................................. 56
8.4 CONTROL PANEL (SHIFT + F2) ............................................................................................ 56
8.5 DETAILED AVAILABILITY (CTRL. + F2) .............................................................................. 57
8.6 ROOM SEARCH (F3)................................................................................................................ 57
8.7 HOUSE STATUS (SHIFT + F3) ............................................................................................... 58
8.8 ROOM PLAN (CTRL. + F3) ..................................................................................................... 58
8.9 DASHBOARD (CTRL. + F4) .................................................................................................... 59
8.10 RATE QUERY INFORMATION (F5) ........................................................................................ 59
8.11 FLOOR PLAN ............................................................................................................................. 60
8.12 NEW RESERVATION (F7)....................................................................................................... 61
8.13 TELEPHONE BOOK (SHIFT + F7).......................................................................................... 62
8.14 TELEPHONE OPERATOR (CTRL + F7) ................................................................................ 63
8.15 LOGOUT (F8) ........................................................................................................................... 63

1 INTRODUCTION & MENU

1.1 How to use this book

Symbols Used:

TERMS – Situated at the beginning of each section, this symbol will
help you to find the definitions of new terms used in the course.

STEPS – All the important operation procedures are listed in a logical
sequence of steps that follow after this symbol.
The step-by step explanation and proper visuals will help you master
Opera operations.

KNOW THIS – Text under this symbol gives important additional
knowledge about certain steps, and in what situation those steps
should be performed.

1.2 Introduction to Opera
Major hotel chains all over the world use Opera PMS. With the Opera system you can
handle all of the different tasks concerned with guest services from reservations, check-in,
occupancy services to check-out and billing. In addition there are a number of other
functions that can be helpful, like reports and room management for the housekeeping
department.

1.3 From Fidelio to Opera
In the 90’ies the Fidelio DOS-version was one of the most popular PMS throughout the
world. With the global evolution of the PC environment further Windows-based versions
(version 7 and 8) followed. As the globalization strongly affected the hospitality industry, the
supplier of Fidelio had to develop a completely new product in order to fit the specific needs
of major hotel chains.
The MICROS OPERA Enterprise Solution (OES), which offers hotel operators the ability to
share information across multiple applications and properties on a single database while
providing the necessary enterprise software solutions and tools for Property and Central
operations, is the hospitality industry’s most comprehensive software for property
management and core central systems.
Powered by Oracle™, the world’s most scalable and robust database engine, this highly
effective software for property management and core central systems introduces new
concepts of guest service and service delivery, providing accurate, timely information to
empower management and staff.

Below you can see how Opera PMS can interact/communicate with central systems
as well as with any other computer software that you might have in your hotel.
By Michael Heinrich © swisseducationgroup Page 3 of 63

When working at the front desk you will usually use 6 of them on a daily basis (some more.Front Office Operation User Manual Introduction & Menu Central Business Reservation Revenue Customer Systems Intelligence System Management Information System Property Opera Systems Sales & PMS Micros Catering POS Interfaces Call TV Credit Cards Key Cards Accounting System Minibar Energy Management Systems 1. some less).4 Menu The main menu is divided into 8 parts. Student Notes: By Michael Heinrich © swisseducationgroup Page 4 of 63 .

The Cashier Shift information will be useful when handling Function is used at the end of the shift to reservation requests. By Michael Heinrich © swisseducationgroup Page 5 of 63 . The hotel can also payments from in-house guests as well insert “events” in a Calendar. This as Passer By guests. You can post charges to the updating reservations as well as handling guest account and you can handle waitlists and profiles.e. to put a room Out of office for handling Arrivals and In House Order or Out of Service and to Guests. The function Room communicate with the Maintenance Assignment is used to assign room department (i. to report a broken TV in numbers to guests. a room).Front Office Operation User Manual Introduction & Menu Cashiering: Reservations: The cashiering menu is used for financial This menu is used for making and transactions. Rooms Management: Is the most used menu by the HK department. finish your shift’s financial transactions and to produce the necessary reports. but is occasionally also used Front Desk: by the FO department to check or change The front desk menu is used by the front the status of a room.

The Log Book ensures efficient communication from one shift to the other.g. used by the night audit to finish the profiles) you may use the % sign to internal processing as well as printing display all available names. to Show Quick Keys which are used to retrieve information needed for the daily tasks at the Front Office and Reservation departments. You can read more about the specific information in the “Quick Keys”-chapter. Miscellaneous: Under this menu you are able to print out reports.Front Office Operation User Manual Introduction & Menu End of day: Searching in Opera: The menu “End of Day” is normally only When searching in Opera (e. The User Activity Log will show information about which user made what changes. different reports by the end of each day. By Michael Heinrich © swisseducationgroup Page 6 of 63 .

Choose “RESERVATIONS”. you must also have a profile. (see next page) By Michael Heinrich © swisseducationgroup Page 7 of 63 .company profiles . a common name in your country) then make a new profile. Rates – A rate is the amount charged for a room.travel agent profiles . then “NEW RESERVATION” on the menu or press the F7 key. If the profile is already in the database.group profiles . Profiles: There are 5 different types of profiles: . to avoid having duplications in the system. You can make a reservation with an existing profile or with a new profile.Front Office Operation User Manual Individual Reservation 2 INDIVIDUAL RESERVATION Profile – A profile is a file containing information about a guest/company/ travel agent/group/source.e. do NOT make a new profile.contact profiles One or several profiles are connected with a reservation. A profile is a file containing information about the guests/companies/travel agents/groups/sources. 2.guest/individual profiles . If the guest name (or company /travel agent) appears as an existing profile and you are not 100% sure that it is the same guest (i. Remember to always search for an existing profile in the system.1 Making a new reservation Whenever you make a reservation. use the existing one.

click on “OK”. If the guest already has a profile in the Front Office-system. If you need to adjust the existing profile click Edit otherwise click OK. Enter the first few letters of the guest name in the Name field (do not fill in all the information here). Once you have selected the correct profile. By Michael Heinrich © swisseducationgroup Page 8 of 63 . Enter the information you have about the guest on the profile. you will see the matching name in the window. Click OK. If the guest does not have a profile in the hotel. click New.Front Office Operation User Manual Individual Reservation The rate query window will appear where you may check which rates are available for a given period. Click Save and Close.

Front Office Operation User Manual Individual Reservation On “Rate Query Details” you may select the required room type and the appropriate rate code. number of adults. etc and press OK. Then press OK. departure date. All fields in bold print are mandatory. By Michael Heinrich © swisseducationgroup Page 9 of 63 . Enter the arrival date.

breakfast.The rate applicable for discounted business groups. arrival date.The rate applicable for discounted leisure groups. discounted rate extended to companies that we have a contract with. meaning that the room is free of charge for the guest. In class we use the following rate codes: RACK .Front Office Operation User Manual Individual Reservation 2. in suites only. You can search for the reservation by name. 2.The rate applicable for Suite Dreams Package incl.A complimentary rate. company/travel agency. By Michael Heinrich © swisseducationgroup Page 10 of 63 . add information on a profile connected to a reservation etc. BGROUP . ROM .2 Rate Codes When accepting a reservation your hotel might use different rates. champagne on arrival.A corporate.The rack rate is the published rate without any discounts. COMP .3 Update Reservation If you need to update information on a reservation you have already made (change arrival/departure date. candlelight dinner.) you can find the reservation under the icon “Update Reservation”. breakfast. candlelight dinner. SUI . LGROUP . champagne on arrival and chocolate. or confirmation number. CORP .The rate applicable for Romance Package incl.

Once you have entered your individual reservation. Make sure you do this before you start entering the information about arrival/departure date and all other data of the reservation. 2. (see next page) Existing profile: By Michael Heinrich © swisseducationgroup Page 11 of 63 . fill in the first letters of the Travel Agency/ Company in the Agent or Company field and press the tab key.Front Office Operation User Manual Travel Agency/Company Reservation 3 TRAVEL AGENCY/COMPANY RESERVATION If a company and/or travel agent are involved in the reservation you need to link the guest profile with the company/travel agency profile. Start entering the guest name into the rate query as for a normal individual reservation. Click the New Reservation icon 1.

you typically create at least 1 contact profile which has a link with the Company/Travel Agent profile. click New and enter the information of the Travel Agency. you save and click on OK. you will be prompted to create a new one.Front Office Operation User Manual Travel Agency/Company Reservation If there is already an existing profile for the Company/Travel Agency. When entering a new Company/Travel Agent profile. Once you have entered all the information including any phone numbers and e-mail addresses. First save any changes and then you click on the Contacts button in the upper left corner. By Michael Heinrich © swisseducationgroup Page 12 of 63 . If the profile needs changes click Edit. If the profile does not exist. you will see the name in the window. if not click OK. When there are no existing contacts. Click Save and Close.

Then click Save and Close.g. Click OK to confirm the Company/Travel Agent profile. e. for billing. To select any contacts click on the arrow button next to it. The only difference is that you have the Company/Travel Agent profile attached to the reservation. By Michael Heinrich © swisseducationgroup Page 13 of 63 . If any adjustments are needed.Front Office Operation User Manual Travel Agency/Company Reservation With the New button you may create a 2nd contact. By doing this Opera takes you back to the reservation window you started with. However you have entered a contact profile this is not displayed yet in the contact field. enter the changes.

Reservation & Billing: the person who did the reservation and whom the bill (folio) will be sent to. Always check on the reservation that required contacts have been properly selected and linked! By Michael Heinrich © swisseducationgroup Page 14 of 63 . Once you have selected the contact(s).Front Office Operation User Manual Travel Agency/Company Reservation You may wonder why this is not happening automatically. press OK. Reservation: the person who did the reservation. When entering a Company/TA reservation we may have different contacts: Billing: the person the bill (folio) will be sent to. The reason is that there could be a certain number of contacts and you will select only 1 or 2 of them depending on the origin of the different reservation from this Company/Travel Agency! If there is a contact typically select Reservation.

e. hotel fully booked. New Profile Link – New profile link means to link a new profile to an existing reservation. 4. rate too high or required room type not available. In the RTC (Room Type to Charge) we enter the room type the guest is paying for.1 Upgrade In the Room Type we enter the room type we are upgrading to and which will be assigned to the guest as well.Front Office Operation User Manual Further Reservation Tasks 4 FURTHER RESERVATION TASKS Add on – To copy an already existing reservation. Messages . 200.When the hotel decides to give the guest a more expensive room without any extra charge. By Michael Heinrich © swisseducationgroup Page 15 of 63 . Merge – If you have two profiles for the same guest. Turnaway – Is recorded when the hotel is unable to accept a reservation for differen reasons. 300.--) but paying only for a SSG at Fr.2 Add on From the Reservation screen click on Options (Alt + T). Messages .e. merge will combine the information on the two profiles into one profile.A message for a guest which can be either printed and delivered to the guest room or sent to the TV in the guest room (if appropriate interface is available. Upgrade . Traces – Allows you to communicate guest’s requests with other hotel staff. i.-- 4. hotel fully booked. Turnaway – Is recorded when the hotel is unable to accept a reservation for differen reasons. rate too high or required room type not available. Example: the guest is upgraded to a BSG (Normal Rate: Fr.A message for a guest which can be either printed and delivered to the guest room or sent to the TV in the guest room (if appropriate interface is available. i.

If you want to make an identical Reservation Copy. leave all boxes ticked and click OK (Alt + O). By Michael Heinrich © swisseducationgroup Page 16 of 63 . You will be asked which parts of the Reservation you want to copy.Front Office Operation User Manual Further Reservation Tasks Click on Add On (Alt + O).

Front Office Operation User Manual Further Reservation Tasks Everything is copied to the new Reservation. By Michael Heinrich © swisseducationgroup Page 17 of 63 . We need to make a new link to a different Profile. 4. Click on Save (Alt + S) and you get a Confirmation number.3 Change of Profile If you want to change the Name of a Reservation we need to choose another Profile than the existing one. Open the Reservation you want to change and click on the Ellipsis to the right of the Name field.

Front Office Operation User Manual Further Reservation Tasks Use the Search Name field and select a different existing profile. click on it and then click on OK. you might have to create a new Profile by pressing New (Alt + N). Once you found the correct profile. Please do NOT write the new name into the Last Name field. If you don’t find the right profile you want to change to. This would overwrite the existing guest profile! By Michael Heinrich © swisseducationgroup Page 18 of 63 .

4 Sharing Individual Reservation When we share a reservation. Each of the guests in the room with a separate reservation will also have their own account with the hotel where the hotel can charge the individual postings for the guests. this means that we have two (or more) separate reservations for the same room.Front Office Operation User Manual Further Reservation Tasks 4. Open the reservation you want to share Click on Options (Alt + T) Click on Shares (Alt + S) By Michael Heinrich © swisseducationgroup Page 19 of 63 .

Our choice can be changed later. From 1. Profile: We use this option if it is a new guest who has not stayed with us before and we do not have the profile in our system already. asking if you want to copy payment details. On the top of this page we have three options. In the classroom we usually choose Yes for simplicity reasons. 1 3 2 In the following window we enter the sharing guest’s name.Front Office Operation User Manual Further Reservation Tasks Click Combine (Alt + M) and a new window will appear. By Michael Heinrich © swisseducationgroup Page 20 of 63 . Opera is asking if the sharing guest will use the same method of payment as the guest he/she is sharing with.

Open the in-house reservation for the guest you want to move By Michael Heinrich © swisseducationgroup Page 21 of 63 .5 Room Move We do a room move if a guest wants to move to a different room AFTER check in. by entering the guest’s profile. Reservation: We use this option if we already have an existing reservation for the sharing guest for a separate room.Front Office Operation User Manual Further Reservation Tasks 2. In class we always split the room rate equally between the two guest Click Split (Alt + S). 3. Please note: in the sharing reservation picture we cannot enter any details about the sharing guest. for the same period. Click OK (Alt + O) The sharing guest will appear on a list with the original guest. Search guest profile: We tick this box if the guest has stayed with us before and we have the profile in our system already. 4. we can do this when we have completed the sharing reservation. Click OK (Alt + O) to complete the sharing reservation.

click search. choose your room and click OK (alt + o) By Michael Heinrich © swisseducationgroup Page 22 of 63 . enter it in the empty box “move to room” or click on the arrow to choose from the list of available rooms Enter the requested room type.Front Office Operation User Manual Further Reservation Tasks Click on Options (Alt + t) Click Room Move (Alt + v) If you know the room number you want to move the guest to.

which would concern a certain Reservation. Click on “Traces” (Alt + T). and it would often be some kind of a task that needs to be taken care of. Messages are for the Guest. As before you need to open the reservation concerned and choose Options (Alt + T) and then select Traces (Alt + T).6 Traces and Messages Traces are internal information between the departments of the hotel. Click on the scroll down arrow to the left of the Dept Code box By Michael Heinrich © swisseducationgroup Page 23 of 63 .Front Office Operation User Manual Further Reservation Tasks Click OK 4.

start by opening the Guest Reservation and click on Options (Alt + T). You can send the same information to more than one Department by ticking them with an X. Enter the information you need and click OK (Alt + O). making sure the grey box to the left is marked with an X.Front Office Operation User Manual Further Reservation Tasks Select the Department you want to inform. By Michael Heinrich © swisseducationgroup Page 24 of 63 . and click OK (Alt + O). Click on Messages (Alt + M). If you want to enter a Message to a guest.

7 Turnaway Turnaways are all the guest inquiries we receive which do not materialize. We call it a turnaway whether the guest has just called to ask for a room rate and availability or if it has been a reservation which has been cancelled. In the section Send To. or we tick on Room (Alt + R) if we want the message to be displayed on the TV screen in the room. From the Rate Query screen we have a button Turnaways (Alt + A). By Michael Heinrich © swisseducationgroup Page 25 of 63 .Front Office Operation User Manual Further Reservation Tasks Enter the name of who the message is from and a phone number if necessary. we can choose Printer (Alt + P) if we want to print a paper copy of the message. Then write the message in the appropriate field. When the message is complete click OK (Alt + O). We want to know why the guests do not stay with us. 4. We keep track of this mainly for marketing reason.

By Michael Heinrich © swisseducationgroup Page 26 of 63 . There are usually a number of reasons available and they might be different from hotel to hotel. Opera is set up so that ALL enquiries MUST be entered in the Turnaway statistics if they do not materialize. In our module. Choose the appropriate reason and click OK (Alt + O). Click on the scroll down arrow to the left of the Turnaway Code field .Front Office Operation User Manual Further Reservation Tasks From the Turnaway screen we must enter a Turnaway Code.

City Ledger – Means that the guest has been allowed a delayed payment. The beginning of the procedure is the same as before. especially used by groups. 5. and will therefore receive an invoice. Make sure that Room (Alt + R) is ticked. Instead of the parents paying several bills. For example if a Family is travelling together. but is staying in different rooms. click on Options.1 Routing to another room There are situations when one room is paying for another room. it is more convenient for the hotel and the family to have all the charges posted to the one and same room automatically. Pay Master – Main/master folio. and click on the scroll down arrow on the right side of the Route to Room field. Transaction Codes – Every charge that appears on a folio must have a 4-digits Transaction Code. By Michael Heinrich © swisseducationgroup Page 27 of 63 .Front Office Operation User Manual Further Reservation Tasks 5 ROUTING Routing – Routing means programming postings to be transferred automatically to a different folio. click on Routing. the parents will often be paying for everybody. enter the reservation.

Click on Options (Alt + T).2 Routing to Company or Travel Agent Enter the reservation you want to make a routing for. you need to have an Agent of Company profile attached to the Reservation. continue as before by choosing the transaction code and completing the instruction. If you are making a routing to a Company or an Agent. By Michael Heinrich © swisseducationgroup Page 28 of 63 . Make your choice and click OK (Alt + O).Front Office Operation User Manual Further Reservation Tasks Enter the first few letters of the name of the other room in the Name box or scroll manually. When you return to the Routing Instruction. 5.

Choose whether you want to route to a different Room or a different Window. When the guest name appears.Front Office Operation User Manual Further Reservation Tasks Click on Routing (Alt + U). If we are routing to an Agent or a Company. By Michael Heinrich © swisseducationgroup Page 29 of 63 . we would normally choose Window. click on the scroll down arrow to the right of the Name.

Highlight the appropriate profile and click OK (Alt + O). You may also use the billing contact if selected on the reservation. By Michael Heinrich © swisseducationgroup Page 30 of 63 . Click on the drop down arrow to the right of the Transactions field. Next step is to decide which charges should be paid for by the Agent or Company.Front Office Operation User Manual Further Reservation Tasks A list of profiles attached to the reservation will appear.

Then Click Add (Alt + D). Click OK (Alt + O). The selected Transaction codes will appear on the Routing Instructions.Front Office Operation User Manual Further Reservation Tasks From the list of transaction codes. choose the code you want to route by placing an X to the left of the code or codes. your chosen codes will appear on the second section of the screen where it says Selected. When you have clicked Add. click OK (Alt + O). By Michael Heinrich © swisseducationgroup Page 31 of 63 . When you have completed all the transaction codes you want to route.

connecting rooms and other exceptions). card – Registration card to be filled in at check in. If you want to prepare for individual arrivals you could use the function Room Assignment (under the Front Desk menu) to assign rooms to all guests that have expressed specific preferred features and/or has special requests for their room (i. Registration – Check-in.1 Individual Room Assignment Some hotels do not assign rooms at the point of reservation (except for requests for barrier free rooms. Student Notes: By Michael Heinrich © swisseducationgroup Page 32 of 63 .Front Office Operation User Manual Room Assignment & Check-in 6 ROOM ASSIGNMENT & CHECK IN Room assignment – To allocate rooms to the guests.e. when the hotel wants to prepare for the arriving guests (to make the registration process quicker) or until the guest is checking in. extra bed). Instead the hotels wait with the room assignment until either. Reg. Select the guest whom you would like to assign a room and click on the Assign button or use the quick key Alt + S. 6. Walk-in .A guest who arrives at a hotel without a reservation.

Of course you can also assign the room within the reservation mask by clicking on the arrow button next to the Room field! By Michael Heinrich © swisseducationgroup Page 33 of 63 .Front Office Operation User Manual Room Assignment & Check-in You may add a specific selection of features or smoking/non-smoking click and then click on OK. it is not available in our Opera version! 6.2 Individual Registration and Check-in When the guest(s) arrives at the hotel you need to check-in the guests. It is recommended that you go to Edit so that you can check all vital information. Find your reservation under Front Desk. Please do NOT use the floor option. Arrivals (Alt + F + A).

by By Michael Heinrich © swisseducationgroup Page 34 of 63 . If no rooms appear in the list. before checking him/her in. Opera will automatically search for rooms containing the features.Front Office Operation User Manual Room Assignment & Check-in If the guest has not been pre-assigned a room number. you have to assign a room to the guest now. If this is the case you have several options. Choose a room in the list by putting your cursor on the room number and press OK. First you could remove the features and press Search. second you could take away or change the room type and press Search. third you may need to search for a room that is still dirty. it could be because none are vacant and ready with the selected features. Click on the arrow for Room to search for a room that is vacant and ready. If you have entered features on the guest profile.

If you answered yes and the check-in was successful the above dialog appears and the guest can now be found under Front Desk. Answer Yes if you want to check-in the guest and answer No if you just want to assign the room to the guest.3 Walk-in When a walk-in guest arrives at the hotel. Therefore go to Front Desk. Arrivals (Alt + F + A). room assignment and check-in procedure. Enter the first letters of the guest name in the Name field and click on the Walk In button. Click OK . In-house guest (Alt + F + I) for any changes that could be necessary. Opera offers an accelerated reservation. By Michael Heinrich © swisseducationgroup Page 35 of 63 . 6.Front Office Operation User Manual Room Assignment & Check-in ticking the Dirty square.

Once you press the OK button. Move to field Res.Front Office Operation User Manual Room Assignment & Check-in Then follow the procedure of entering an individual reservation. Type enter 6PM and Source is Walk In. Opera suggests you to check in the guest. Press the tab key to move forward to Room field and Opera automatically assigns a room no. By Michael Heinrich © swisseducationgroup Page 36 of 63 .

Post Charges to a Guest’s Folio . Batch postings – Batch postings means to make the same posting to several rooms.Generate financial Reports . Split – To divide an amount to two amounts. it can be removed by making a correction.Close your Cashier . Cashiering Learning objectives: .1 Post Charges To post charges click on Cashiering and then Billing (or ALT+C+B) By Michael Heinrich © swisseducationgroup Page 37 of 63 . Zero balance – A guest that does not owe the hotel any money at the end of the stay.Transfer Charges . Postings – To post means to record a charge to a guest folio. Transfer – To move a posting to another room or window. the amount of a posting can be changed (increased or decreased).Post payments during a Guest’s stay . Settlement – To settle your bill up until a certain time Reinstate – To reactivate a checked-out account. Fixed charge – A posting that will automatically be posted during the night audit. which can be found under billing. Correction – If there is a mistake on a guest folio. Adjustment – Once transactions have been posted.Adjust and Correct postings .Front Office Operation User Manual Cashiering 7 CASHIERING Billing – Each guest has an individual folio. Postings made on or before the current business date can be adjusted.Use the Passerby function - Student Notes: 7. Info Copy – A printout of the account statement or folio.

one or more Guest Rooms will appear. Guest Name (remember that Name ALWAYS refer to the Guest’s LAST Name/Family Name). 2 1 3 1. there are several options on how to search for your guest. click the Search button (Alt+H) 3. When you have entered the search criteria. Company. highlight the right guest and click the Select button (Alt+S) By Michael Heinrich © swisseducationgroup Page 38 of 63 . When you have logged in to the cashiering window. When you have clicked the Search button. Group. You can search by Room number. Party (we will not be using this option during the Module) and Block.Front Office Operation User Manual Cashiering Opera automatically fills in the Cashier ID and you will be asked to enter your Opera password. 2.

In order to make any postings we click the Post button (Alt+P) and the Post Transaction screen will appear. . To find the Transaction code you can either: Enter the first couple of letters of the item in the Code field. To start posting you must choose a Transaction code corresponding to the item you want to post. By Michael Heinrich © swisseducationgroup Page 39 of 63 . Enter a . or Click on the scroll down button to get the Transaction Code Menu For Minibar (Transaction Code 3000) there is a number fixed priced articles. (point) in the Code field. Enter a . 3.Front Office Operation User Manual Cashiering After having selected your Guest. Enter 3000 in the Code field. (point) followed by the first couple of letters of the article. 2.COC for Coca Cola in in the Code field. e. the Guest Billing picture will appear.g. Here you will see the current balance of the Guest’s account. To post directly one article there are the following possibilities: 1.

When you have selected your Transaction Code. When all the necessary information is completed. in the Find-box. you can also enter the first few letters of the item you want to post. you must always enter an amount. Highlight the item you want to post. with all the Transaction Codes available for Manual Postings. Supplement or Reference if necessary.Front Office Operation User Manual Cashiering A list of Transaction Codes will appear. Check No. If the transaction code is not already priced. After confirming the amount you go on to deciding on the number of items (Quantity). and click OK (Alt+O) or Enter. You move from one box to the next by using the mouse or the Tab-key. Window number. To ease your search. the Description will appear automatically. click Post (Alt+P) Student Notes: By Michael Heinrich © swisseducationgroup Page 40 of 63 .

a new line will be generated automatically to enable you to make an additional posting. If you do not want to make any more postings. click Close (Alt+C).Front Office Operation User Manual Cashiering When you have clicked Post. you will return to the Billing screen. When you click Close (Alt+C). and your most recent posting will appear on top of the Guest Folio By Michael Heinrich © swisseducationgroup Page 41 of 63 .

Search for the profile by clicking the arrow or simply print part of the name in the corresponding field and press the Tab key.g.g. Enter the department code you would like to post and the amount. This can be done either under Rate Codes. If you wish to post the charge to all guests. Rooms. or Travel Agent. Group. After having selected Batch Postings you will be prompted to enter your cashier login. check the box Include Guest Due Out Today. breakfast). Then move to choose which rooms to post this charge to.2 Batch Postings Sometimes you are asked to charge the same posting to all rooms in the hotel or all rooms occupied by a specific group. press OK. Go to Cashier Functions under the Cashiering menu (or ALT+C+F+P).Front Office Operation User Manual Cashiering 7. By Michael Heinrich © swisseducationgroup Page 42 of 63 . Check the box Multiply By Number Of Adults if you would like to post the charge to each guest (e. after breakfast). If some of the guests are going to check-out the same day (e.

3 Fixed Charges Opera is a fully automated PMS offering you many features to make the work of front desk agents more efficient. Typically the quantity is set to 1. you do this by clicking with the mouse. as well as the amount and the quantity.4 Posting Adjustments (used for discounts/complaints) 1.Front Office Operation User Manual Cashiering 7. You can access fixed charges either from Reservation Options or Billing Options. Enter the Transaction Code or the first letters of it. However any other kind of fixed charge can be entered in Opera already at the moment of reservation. Room rates and taxes are the most common fixed charges. Start by placing an X in the grey box to the left of the Posting. even if the guest stays for 4 nights! 7. 1 By Michael Heinrich © swisseducationgroup Page 43 of 63 .

Front Office Operation User Manual Cashiering 2. Student Notes: By Michael Heinrich © swisseducationgroup Page 44 of 63 . will adjust any posting from a particular Check Number. so we choose the preferred alternative and press OK (Alt+O) or Enter. Codes will adjust all transactions by a particular Transaction  Code Adjust by Check No. Then Right-click to open the Cashiering Submenu and choose Adjust Transaction (Alt+A) 2 You will then have three options for adjusting postings:  Adjust by Selected Postings will adjust  any posting marked with an X Adjust by Trn. such as a restaurant check We will use the Adjust by Selected Postings in this Module.

Enter the correct amount to adjust 3.Front Office Operation User Manual Cashiering We can adjust either by Amount or Percentage. Select OK A message will display telling you how many charges were adjusted. You can enter additional Reason Text 5. By Michael Heinrich © swisseducationgroup Page 45 of 63 . The Adjustment will display on the Guest Folio. 1 2 3 4 5 1. Choose the preferred option 2. Click OK. You must always choose a Reason Code by clicking the drop down arrow 4.

When you check out the guest.--. but if the amount was incorrect then you would have to make a NEW posting for the correct amount on the first window as we want the guest to see it.— instead of SFr. you do not give him a copy of the folio where you entered the corrections. This posting for accommodation was supposed to be for SFr. 150. Put on “supplement/remark” for which date the posting was. but insert a minus (-) sign in front of the amount or quantity. If the posting should not have been on the guest folio at all.Front Office Operation User Manual Cashiering 7. The mistake will still show on the bill. By Michael Heinrich © swisseducationgroup Page 46 of 63 .5 Posting Corrections To correct a wrong posting you will have to make an identical posting to the posting that needs to be corrected. this is all you have to do. so in order to hide it from the guest. 200. Right click on the window and select New Window. you mark both postings and move them to an empty window.

Student Notes: By Michael Heinrich © swisseducationgroup Page 47 of 63 . Open the window “Transaction Posting” by clicking on the Post button. Drag and drop the posting to be corrected on the second window. Enter the same department code and amount preceded by a minus sign and enter the reason for the correction.Front Office Operation User Manual Cashiering 1 2 1. 2.

Front Office Operation User Manual Cashiering

1. Select window no. 1
2. Click again on the Post button
3. Enter again the posting with the correct amount. In the supplement field you may
enter the date of the original wrong posting and close the window.

The guest will only see the correct posting on the folio. Make sure the
balance on window no. 2 is 0. The folio from window no. 2 will not be given to
the guest!

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Front Office Operation User Manual Cashiering

7.6 Correction after Check Out

If a guest has already checked out, you are still able to make corrections on their
invoice/folio. Go to the billing list as you would when opening any folio, in the top, right hand
corner of the screen you must tick the box Checked Out (Alt +O) and click Search
(Alt + H) or press enter, the list of guests checked out today will appear. Highlight the guest
who’s folio you want to correct and click Select (Alt + S).

In the billing screen click Reinstate (Alt + R).

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Front Office Operation User Manual Cashiering

The system will ask if you want to Reinstate the Guest or just Reopen the folio. Click
Reinstate (Alt + R).
When the folio is open you can make the necessary adjustments or corrections as explained
earlier in the chapter. You can correct previous postings or make additional postings.

When you have made the necessary adjustments, press Check Out (Alt + O). You will now
be prompted for a method of payment for the new balance. If you have made a deduction on
the bill the balance will be negative, meaning that the guest will get money back. The
procedures remain the same whether the new balance is negative or positive.

7.7 Transfer Charges
You can also transfer charges from one Window to another within the same Guest
folio, or you can transfer charges to another room. Moving charges from one
window to another is often done because the guest wants certain charges on a
separate bill, or perhaps you have made corrections in one window and would like
to “clean it up” so that the guest gets a “tidy bill” upon check out. Moving charges
from one room to another could be because you have made a posting to the wrong
room, or someone else is paying for your Guest’s charges.

By Michael Heinrich © swisseducationgroup Page 50 of 63

2 Once you have selected the other room you can click on Transfer. Place an X in the grey box to the left of the charges you want to transfer.Front Office Operation User Manual Cashiering 1 1. By Michael Heinrich © swisseducationgroup Page 51 of 63 . 2. Then Right-Click to get to the Cashiering Submenu and choose Transfer Transaction (Alt+T).

Highlight the posting you want to split and right-click on your mouse to get the sub menu. Choose Split Transaction (Alt + S). By Michael Heinrich © swisseducationgroup Page 52 of 63 .Front Office Operation User Manual Cashiering 7. Choose whether you want to split an Amount or a Percentage of the Posting.8 Split Charges Splitting a posting might be necessary if you want to transfer part of a posting to a different room or a different window. Enter the amount or percentage to split and click OK (Alt + O).

3. Early departure: This function is used if the guest is checking out before his original departure date. in addition to future nights. as we are not running the night audit. or if the guest is leaving early next morning he is likely to come to the front desk the night before to settle his account (PIA). Interim bill: This funchtion allows you to settle the current balance of the account. 2. This is the reason why we always use the early departure procedure! Click on Settlement . with the two amounts adding up to the original amount. Advance bill: This function allows you to settle the current balance of the account. we always use this option! By Michael Heinrich © swisseducationgroup Page 53 of 63 .Front Office Operation User Manual Cashiering The original posting will now have been split into two different. you then get 3 options 1. This also means that there are no expected departures (for the actual day). similar postings. i.9 Check-out and Settlement In classes we use Opera in a way which it has not been designed for. the system date does not change and any room charges and taxes are not posted automatically.e. 7. This is often used if the guest is paying by cash and needs to pay for his stay upon arrival. In classes.

Click Post The Payment code and Amount defaults from the 3 balance of the folio. When asked to print a receipt. Select method of 1 payment using the drop- down arrow 2. As long as departure date of the guest is not the same as the Opera system date. the guest is supposed to checkout and therefore the Settlement button shows up as “Check-out”! By Michael Heinrich © swisseducationgroup Page 54 of 63 . as we are doing a simulation on Opera and we not run the Night Audit sequence. The payment will display on the Guest’s folio and the Balance will adjust accordingly. However if the guest’s departure date is the same as the system date in Opera. but can be changed accordingly. Enter the Amount the 2 guest is paying 3. click Yes. the Settlement button appears as “Settlement”.Front Office Operation User Manual Cashiering Select Settlement from the billing screen (Alt + Y) 1.

[Ctrl] and [Alt].2 Occupancy Graph (Shift + F1) To see upcoming confirmed business at a glance use The Occupancy Graph. Quick keys are available from the Miscellaneous menu. 8. a month or a number of weeks at a time. See Chapter 1 for a full explanation as to how to use the help screens. A user can view the occupancy graph based on a particular room type. By Michael Heinrich © swisseducationgroup Page 55 of 63 . room class or the entire hotel. 8.Front Office Operation User Manual Exercises 5 – Postings 8 QUICK KEYS The Quick Keys provide easy access to information on a variety of hotel statistics and current Information. Each Quick Key lists separately with its corresponding access combination.1 Opera Help (F1) Access the help screen by selecting the [F1] function key. It might also show a week. Pressing the [F1] key from an Opera screen (such as the reservations screen) displays the Help topic for that screen. All topics are available for search. This graph can be printed for forecast meetings as well. but are also easily accessible from any screen in the application by using a combination of [function keys].

3 Opera Help Show Keys (Ctrl.4 Control Panel (Shift + F2) The control panel gives an overview of occupancy. this list of navigation hints will be very helpful. It is also a highly interactive screen and allows access to group functionality for cutting off blocks and updating current availability statistics. availability and other hotel statistics for seven day’s.Front Office Operation User Manual Exercises 5 – Postings 8. For those users who prefer to use the keyboard more often than the mouse. It is the same information as the detailed availability but you cannot see how many rooms are available in specific room type category By Michael Heinrich © swisseducationgroup Page 56 of 63 . 8. it is a good idea to become familiar with all the various ways to move from field to field or from screen to screen. Keyboard navigation information displays on this screen. it displays information on using keyboard shortcuts. + F1) This screen differs from the [F1] help.

Select the information for the search and select search. + F2) The detailed availability screen displays the available rooms by room type for a range of dates. detailed room type availability and Reservation type and information.Front Office Operation User Manual Exercises 5 – Postings 8. The vacant rooms that qualify all search criteria will appear at the bottom of the screen. This is a highly interactive screen with access to blocks.5 Detailed Availability (Ctrl. 8. This screen is available at any time by using the F3 key. By Michael Heinrich © swisseducationgroup Page 57 of 63 .6 Room Search (F3) The Vacant Room Search screen displays in the reservation screen when searching for a room to pre-block on a reservation or at check in.

7 House Status (Shift + F3) When managing rooms from the Front Office or Housekeeping. By Michael Heinrich © swisseducationgroup Page 58 of 63 . Pre-blocked reservations can be moved to arrive in rooms that are set for departure the same day so that rooms do not go unused due to poor management in pre blocking of rooms. it can be very helpful to have a screen which displays current information on the housekeeping status of rooms.8 Room Plan (Ctrl. + F3) The room plan is a tool for organizing pre-blocked rooms to maximize hotel availability. availability of rooms. all in-house and pre-blocked rooms display in a calendar function so that a week at a time is viewable. as well as each reservation that will affect the current day’s availability. departures and stay over’s. In the room plan. The House Status screen provides detailed information on the status of each room in the hotel.Front Office Operation User Manual Exercises 5 – Postings 8. arrivals. 8.

updating and canceling reservations. Volumes of other important information — such as guest profiles and stay histories — are available from the Dashboard. By Michael Heinrich © swisseducationgroup Page 59 of 63 . Press the [F5] key to access the package element setup as well as the rate availability screens.10 Rate Query Information (F5) This quick key will begin the reservation process from the Rate Query screen. processing guest check ins and check out’s. and reviewing and referencing availability. 8. managing guest billing. working with housekeeping. From this one screen core activities such as making new reservations. requesting and applying deposits. and their room numbers.Front Office Operation User Manual Exercises 5 – Postings 8. and house status for today or any future date can be handled. whether they have checked in. Guest names can be easily verified.9 Dashboard (Ctrl. too. The Rate Query screen locates the rate and room type required to make a guest reservation. running reports. locating. + F4) The Dashboard screen is a single view of essential data for the current business date from one source. day types. User rights control both of these screens to ensure only qualified users access this information. pre-allocating rooms.

Front Office Operation User Manual Exercises 5 – Postings 8. To locate rooms please use the following floor plan: By Michael Heinrich © swisseducationgroup Page 60 of 63 .11 Floor Plan There is no floor plan available in the Opera demo version.

Front Office Operation User Manual Exercises 5 – Postings 8.12 By Michael Heinrich © swisseducationgroup Page 61 of 63 .

Front Office Operation User Manual Exercises 5 – Postings New Reservation (F7) When creating a new reservation. Directions to the business. To create a new reservation. Notice that remarks can be entered for each entry. Many hotels use this feature to enter administrative telephone extensions. When entering a new reservation Opera always starts with a rate query to grant a successful implementation of revenue management. taxi cab numbers. hours of operation. it is common to check both rate and room availability before reserving a room for a guest. The category is set to display a collection of telephone numbers that can be accessed and printed together. local restaurants or points of interest and any other business or service that may be called by the hotel frequently for guests. 8. By Michael Heinrich © swisseducationgroup Page 62 of 63 .13 Telephone Book (Shift + F7) The telephone book function allows the hotel to record frequently used telephone numbers that will be accessible to all Opera users. dress code and any other information can be entered. press F7.

or to enter a wake up call for a guest. 8.14 Telephone Operator (CTRL + F7) The Telephone Operator screen was designed for use by PBX agents and provides access to all the information usually required by that department.Front Office Operation User Manual Exercises 5 – Postings 8.15 Logout (F8) This option is used if an agent will be leaving the workstation and will log out of Opera. set a locator or trace. but will not log out to the Windows screen. By Michael Heinrich © swisseducationgroup Page 63 of 63 . From the Telephone Operator screen it’s possible to locate a guest room to transfer an incoming call. leave a message. Another user may easily log in and begin working in Opera.