Client Relations Activities From the Client Relations menu, use Manage Profiles to create and manage profile names, addresses, contact information, financials, accounts receivables, negotiated rates, and so on. Profiles identify quests, companies, travel agents, sources, groups, and contacts doing business with your hotel. Use Manage Memberships to create and manage your membership programs as offered by hotels, auto clubs, and airlines to reward quest loyalty. + Activities + Managing Profiles + Membership Activities provide you with an account management too! for managing daily tasks such as appointments, sales calls, contact follow-up, and so on. To use Activities, you must first configure various Activity Types. Optionally, with the Activity Result control enabled you should also configure Activity Results that you can select when completing an Activity You can create Activities on Sales Accounts, Contacts, and Blocks. Or, you can use the auto-trace (rule) functionality to automatically create Activities based on defined conditions for Sales Accounts, Contacts, and Blocks. + Creating and Editing Activities + Searching for Activities ~ Advanced or Basic Search + Opening Catering Activities + Completing Activities + Deleting Activities Creating and Editing Activities ORACLE You can create and edit Activities to manage your sales actions related to accounts, contacts, and blocks. Activities display the account's profile business card. Mandatory fields are marked with an asterisk, From the OPERA Cloud menu, select Client Relations and then select Activities, Click IWant To . .. and select Activity 1 2 3. Select the Appointment or the To Do radio button 4, In the Purpose field, enter a text explanation of the Activity's purpose. 5. In the Owner field, enter the OPERA Cloud user responsible for the activity. 24CChapter2 Actives 6, Select a Start Date and an End Date. 7. Select a Start Time and an End Time if the activity is an Appointment, If the activity is a ToDo, the Start Time/End Time options do not appear. 8, Inthe Type field, search and select an Activity Type code. The name associated with the Activity Type code will appear automatically in the Purpose field, 9. Select a Trace Code to notify colleagues about actions that they must take relative to the business. 10, Select Account to associate an account profile with your Appointment or To Do. This step enables you to link the Activity to an account, a travel agent, a company, 11, Select Contact to associate a contact profile with your Appointment or To Do. This step enables linking to a contact person. 412, Select Block to associate a block with your Appointment or To Do. This step. opens Manage Block for searching and selecting a block. 43. Select the High Priority check box to indicate the Appointment or To Do is urgent. 14, Select the Complete check box. When checked, the Completion Start and End dateltime fields appear along with Activity results field 415, Enter a description or the details of the activity in the Notes text field 416, Click Save, Or, click Save Acti Activity and Add More Details to save and edit the Searching for Activities - Advanced or Basic Search ‘Activity search provides a wide range of search fields enabling you to enter information to narrow your search and produce faster results, When you select Activities from the OPERA Cloud menu, Manage Activities opens in the application control default search mode. If the default mode is Advanced Search, then advanced search opens; if default mode is Basic Search, then basic search ‘opens. You can switch modes as needed. 1. From the OPERA Cloud menu, select Client Relations, select Activities, and then select Manage Activity 2, Enter your Property name. 3, Complete any of the following fields to narrow your search: a. From Date. Searches all activities with a start date equal to or greater than the selected value, but equal to or less than the To Date value b, To Date, The default is the current business date +1, The To Date searches. all activities with a start date equal to or less than the defauked value, but equal to or greater than the From Date value. c. Owner. Select the sales manager owner of the Activity from the multi select, LOV. The default is the current (logged in user) owner's initials, 6. Activity Type. fearches for activities based on the selected Activity Types. e. Activity Class. Appointment and To Do activity class, By default Appointment is selected, ORACLEChapter 2 Activities + When you click Appointment, search results only display records that have Aclivity Class as Appointment. + When select To Do, search results display records with the Activity Class as To Do. 1. Activity Status. Completed and Not Completed. + When Completed is selected, search results only display records with an activity status of Completed. + When Not Completed is selected, search results only display records with an activity status of Not Completed. 4, Purpose. Searches for activities based on text entered in Purpose field. 5. Account. Enter company, travel agent, or source, 8. Contact. A contact profile associated with the Account (Company, Travel Agent, or Source), 7. Block. Searches for activities based on Block selected. h Priority. Searches for activities which are marked as High Basic Search ‘The basic search option shows a single text field containing ghost text such as Activity ‘Type, Purpose, and Owner Code. Enter search criteria of the kind indicated by the ghost text, for example, enter an activity type or an owner. Opening Catering Activities You can open catering activities from a block, account, or contact record. From a Block: 1. From the OPERA Cloud menu, select Bookings, select Blocks, and select Manage Block. 2. Search and open the Block 3. Click IWant To... and select Go to Activities. 4, Manage Activities opens. From an Account or Contact: 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile. ‘Search for an account or for a contact. From your search results, open the account profile or the contact profile. Click IWant To . .. and select Go to Activities. Manage Activities opens. Completing Activities You can complete one or several Activities (appointments and ToDos) from the Activity Search screen. ORACLEChapter2 Managing Profiles 1. From the OPERA Cloud menu, select Client Relations and then select Activities. 2. Enter or confirm the Property name, enter an Owner and any additional search criteria, and then click Search. 3, From Manage Activities search results, select one or more activities . 4. Click the Complete button. 5, Inthe Edit Activity Overview screen, ensure the Complete check box is selected, & Note: ‘The system automatically inserts the current date and time into the fields below the check box. 6. Click Save, Deleting Activities Use the Manage Activities screen to delete activities, 1. From the OPERA Cloud menu, select Client Relations, and then select, Activities. 2. On the Manage Activities screen, enter or confirm the Property name, select an ‘Owner, and enter any additional search criteria, 3, Click Search, 4. On the Search results screen, click the row level | Want To . . . menu associated with the Activity. 5. Click Delete Activity. 6, Click Delete to complete your action. Managing Profiles ORACLE Profiles store and display a wide range of information, and there are many ways you can configure them with information about a guest, travel agent, or company. The following sections outline many of the ways you can manage profiles in OPERA Cloud. ‘These options can be found from the Navigation Bar by clicking Client Relations and then clicking Profiles. + Profiles + Copying Commission Bank Accounts + Filtering Profile Search by Accounts + Creating Profiles + Viewing and Editing a Profile + Profile Merge + Editing a Profile's Sales InformationProfiles Chapter 2 Managing Profles + Viewing and Adding Primary Details to a Profile + Profile Negotiated Rates + Default Routing Instructions + Linking Profiles as Relationships + Adding a VIP Status to a Profile + Adding Identification Information to a Profile + Adding Search Keywords to a Profile + Adding Guest Preferences to Profiles + Adding or Clearing an Alternate Name or Incognito Name for a Profile + Adding Profile Communications + Adding Notes and internal Comments to a Profile + Attaching Files to a Profile + Viewing Profile Future and Past Stays + Viewing a List of Recently Viewed Profiles + Making a Guest Profile Private + Deactivating a Profile + Marking a Profile as Restricted + Downloading a Profile from the Central Reservation Database + Profile Anonymization + Guest Stay Statistics + Managing Attachments Related Topics + page 2-36 The Profile is where all details of the guest are stored, containing demographic records for guests, companies, travel agents, sources, groups, and contacts. Individual profiles provide better guest recognition through VIP level, address information, preferences, membership enrollments, and additional data that make reservations handling, accounting, and other activities faster and more accurate. Copying Commission Bank Accounts ORACLE You can copy a travel agent / source profile's bank account and commission code to other properties. To copy, you need the following: + Alogin at the HUB level + The Profile Commission task + The profile's bank account in the target property + The profile's commission code in the target propertyChapter 2 Managing Profiles 1. From the OPERA Cloud menu, select Client Relations, select Profiles, select Manage Profile, and then search for a travel agent or source. Select the travel agent / source profil from your search results. Click Commission to view the bank accounts associated with the profile, Enter a property name in the Property field and then click Search. Select a bank account and then click Copy to view a list of properties, From the list of properties, select one or more destinations properties, and then click OK. Related Topics + page 1-7 Filtering Profile Search by Accounts: With an active OPERA Sales and Event Management license, you can perform a, profile search by the account Profile Type to retrieve a Company, Travel Agent, Source, or Contact profile 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile 2. Inthe Search panel, click the View By drop-down and select Account. Profile search returns results for Company, Travel Agent, Source, or Contact. It also adds the following search fiters to the standard search function: a. Owner. The owner is an OPERA Cloud user. If you enter a name in the Owner field, you can select the Primary Only check box to search only for the primary owner. b. Display Linked Contact. Select the check box to retum search results for Contacts linked to their Accounts, Creating Profiles 1. From the Navigation Bar, select Client Relations, Profiles, and then Manage Profiles. 2, Click I Want To . .. and then select the type of profile you want to create, 3, Complete the mandatory fields and any optional fields on the Create Profle screen, 4. Click Save or click Save Profile and Add More Details to open the profile in Manage Profile Viewing and Editing a Profile ORACLEChapter 2 Managing Profles 1. From the Navigation Bar, select Client Relations, select Profiles, and then select Manage Profiles, To view or edit a suspended profile, select Manage ‘Suspended Profiles rather than Manage Profiles, 2. Search for and select the profile, or click ! Want To... to view and select from a list of recently viewed profiles. f Note: You can click the Views icon to change the display to Table, List, or Card view. 3. Atthe Profile Overview panel, click the “+” icon at the row level to expand the view. 4, Select the Profile Details section to view information. 5. Click Edit or press CTRL+E to add or edit details. 6. Click Save when finished, + Credit Ratings Credit Ratings You can set different levels of credit ratings for Company, Source, and Travel Agent profiles. The credit ratings you add to a profile can be used as criteria when configuring deposit/cancellation rule schedules for reservations and business blocks attached to the profile. This enables both quests and travel agents or bookers who make reservations with the property to have these cancellation and deposit rules applied, based on the credit rating indicated on their profile. Reservation types have different credit ratings defined for them under the Reservation ‘Types Schedule. To link the credit rating to the profile, you assign a reservation type to the Company, Source, or Travel Agent profile, To add credit ratings to profiles, your property must have the Credit Rating function set to Active Profile Merge ORACLE Merging profiles keeps the profile database up-to-date, ensures accurate profile data and statistics, and reduces staff confusion. Profile merge occurs either manually or automatically according to the merge rules and threshold points you define. You manually merge profiles when an external (incoming) profile is suspended ar staged. In this scenario, not enough data matched with an internal (OPERA Cloud) profile to merge the profiles. Your intervention is required to merge the external profile with an internal profile or add it as a new profile. The system automatically merges the profiles when enough data matches, You can manually merge profiles the following ways to create a new profile: + ASingle internal Profile into the External Profile + Multiple Internal Profiles into the External Profile You can review and edit data on these profiles before merging them,Chapter 2 Managing Profiles ‘The newly merged profile absorbs all the contacts, activities, business blocks, reservations, stay details, commissions, and statistical information from the two profiles. The system removes the old profiles from the database Merge rules determine the following + Ian external profile is automatically merged with an internal profile + Ifan external profile is staged / suspended You set up and define merge rules based on a point value system. The point value system uses a lower and upper threshold to determine if profiles are a match. The merge rule determines points based on the data fields that match between the profiles. Each data field is assigned a point value and the point values of all the fields are added to determine the threshold, + Upper Threshold — Profiles automatically merge when points are at or higher than the upper threshold value + Lower Threshold ~ The system creates a new profile when points are at or below the lower threshold value. + Stages - The system suspends / stages a profile with a point value between the Upper and lower thresholds. When a profile is staged, you must review the suspended profile and determine if it should be merged with an intemal profile or added as anew profile. Figure 2-1 Thresholds Upper = 500 Stage Profile — Anything that E> — falls between the Upper and Lower Thresholds. Lower = 100 + Merging Profiles Merging Profiles ORACLE 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile ‘Search for and go to the profile. Click I Want To... and select Merge Profiles. In the Add To Merge pane, click Select Profile. Search for the internal profile to merge into the original profile and click Select. You can select more than one internal profile to merge into the original profile. 6, Review and verity the profile data to be merged. This data appears in the Result pane.7 Chapter 2 Managing Profles Click Merge Profiles. Editing a Profile’s Sales Information ORACLE Prerequisites for Sales Information ‘The Sales Information panel on a profile enables you to record key information related to sales management. L From the OPERA menu, select Client Relations, select Profiles, and then select Manage Profiles. Click the View By drop-down and select a profile type, such as a Company, Travel ‘Agent, Source, or Contact. Enter search criteria in at least one other search field and then click Search, From the search results, click I Want To... next to the profile and then click the Sales Information link. (On the Sales Information screen, click Edit and enter or edit information in any of the following fields: Note: Fields vary depending on the profile type you select in the search. a Territory — the sales territory to which the account or profile is assigned. . Priority — the business importance of the profile or contact. . Rooms Potential — the importance of the account in drawing ‘accommodations business, d. Account Type — the name of the account type. e. Business Segments — the business segment this profile represents for your property. 1. Industry — the industry classification of the account. 9g. Account Source — the origin of the account (for example, media ad, website, and so on) hh. Influence — the influence the profile has in the decision-making process. i. Mail Action — the mailing action codes you can assign to identify the account when you want to create mailing lists or reports for other purposes. i. Competition — your hotel's business competition for this account. k. Scope — the broad geographical areas where the profile or account generates business. |. Scope City — the city where the profile or account's headquarters is located or the city where one of your properties is located that this profile or account frequently uses. Click Save. 29Chapter 2 Managing Profiles Viewing and Adding Primary Details to a Profile Viewing Primary Profile Details 1, From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile, 2. Search for and go to a profile. 3, Scroll to the Profile Details section to view the profile details. Adding Primary Details to a Profile 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile 2, Search for and go to the profile. 3, Scroll to the Profile Details section to view the profile details. 4, Click Edit to add additional details to the profile and click Save when finished Profile Negotiated Rates Any profile type can have negotiated rates associated with it. However, negotiated rates are typically associated with companies, travel agents, and groups who have an ‘ongoing relationship or agreement with your property. When making a reservation via the Look to Book Sales screen, reservation agents are presented with the negotiated rate(s) associated with the agent, company, or group linked to the reservation, ensuring the correct rate is quoted to the caller To view the negotiated rates assigned to a profile and to assign negotiated rates to a profile, click the Negotiated Rates details link on the Manage Profile screen or from the I Want To panel in profile search result, The Negotiated Rates panel appears. Up to 150 negotiated rates can be attached to a profile per property. Once this limit has been reached for the current property, you must delete a negotiated rate that has already been assigned to the profile at the current property before you can create a Distributing Negotiated Rates to Other Properties In mutti-property operations, you can distribute negotiated rates to other properties. See Managing Profile Negotiated Rates for more information. + Managing Profile Negotiated Rates Managing Profile Negotiated Rates Adding a Negotiated Rate to a Profile 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile 2, Click | Want to... next to the record in the search result ORACLE 2-10ORACLE Chapter 2 Managing Profles 2. Click the Negotiated Rates details ink to open the Negotiated Rates panel. Click New. 4. Complete the following fields and click Save when finished: + Property. Enter or select a propery. + Rate Code. Select the down arrow and choose the rate cade from the rate codes list of values. + Start Date, Enter the start date when this rate code can be assigned to reservations attached to this profile. You can manually enter the date or select the date using the calendar tool. + End Date. (Optional) Enter the last date when this rate code can be assigned to reservations attached to this profile, You can manually enter the date or select the date using the calendar tool. + Sequence, Enter a number that determines the display position of this rate code on the Look to Book sales screen, Distributing a Profile Negotiated Rate to other Properties In multi-property operations, you can distribute negotiated rates to other properties, 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile. 2. Enter search criteria and click Search. 3, Click I Want to... next to the record in the search result. 4. Click the Negotiated Rates details link to open the Negotiated Rates panel and view the negotiated rates for the profile 5. Enter search criteria and click Search. 6. Click the vertical ellipsis button next to the rate you want to distribute and select, Distribute Negotiated Rate 7. Choose one or mare properties from the list of values and click Select. Editing a Negotiated Rate on a Profile 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile. 2, Enter search criteria and click Search 3. Click 1 Want to... next to the record in the search result. 4. Click the Negotiated Rates details link to open the Negotiated Rates panel and view the negotiated rates for the profile 5, Enter search criteria and click Search. 6. Click the vertical ellipsis button next to the rate you want to edit and select Edit. 7. Update the rate details as needed and click Save. Deleting a Negotiated Rate from a Profile 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile. 2, Enter search criteria and click Search.Chapter2 Managing Profiles 3. Click 1 Want to... next to the record in the search result 4. Click the Negotiated Rates details ink to open the Negotiated Rates panel and vview the negotiated rates for the profile. 5, Enter search criteria and click Search, 6. Click the vertical ellipsis button next to the rate you want to delete and select Delete Default Routing Instructions Routing instructions transfer guest charges to an associated primary profile (a company, agent, source, or contact profile). This transfer happens automatically For example, a company books a conference at your property and wants to put ‘employee room and tax charges on its account, You create the company's profile and routing instructions and assign room and tax transaction codes to the routing instructions. As each employee makes a room reservation, you create the employee guest profile, and the routing instructions will be applied when the company profile is, attached to the reservation. Routing instructions will be applied to the reservation as, soon as the appropriate company, agent, source, or contact profile is attached to the reservation, as long as the Auto Populate Routing check box is selected. ‘You can associate a reservation with a company, agent, source, or contact profile at the time of booking using the Look To Book Sales Screen. + Creating Routing instructions Creating Routing Instructions ORACLE 1, To create routing instructions: a. From the OPERA Cloud menu, select Client Relations, select Profiles, select Manage Profile. b. Search for and select a profile and then click Financials. . Click New and then select a property. 4. On the Search and Select Routing Instructions screen, search for routing codes or transaction codes. Select one or more Routing Codes or Transaction Codes from the Available list and then click Add. {Click Auto Populate Routing to attach the routing instructions to any associated profiles, 2. You can update routing instructions on a reservation billing window that has existing instructions if no overlapping transactions or codes exist for the same dates, To update routing instructions: a. From the OPERA Cloud menu, select Bookings, select Reservations, select Manage Reservation, and then search and select the reservation b, Click the Actions link, click Routing, click Edit, change the desired code or other information, and then click Save Instructions. 212Chapter 2 Managing Profiles Linking Profiles as Relationships Profile links or relationships are used to establish a relationship between two or more profiles. For example, you might link a guest profile to a travel agent profile or a company profile to several employees. To link profiles: 1. Locate and open a profile. 2. Inthe Profile Overview panel, under the Profile column, click Relationships. You might need to select Show All to expand all options. 3. Click New. 4, Select the Profile Type, Type of Relationship, Related Profile, and if applicable, select the check box for Primary Relationship. Setting a profile relationship as, primary can be useful when linking profiles that are members of the same family. 5. Click Save. Adding a VIP Status to a Profile 1. Search for and open a profile. 2. Inthe Profile Overview panel, click Edit. 3. Inthe VIP Status field, search and select or enter a VIP status, and then click Save. Adding Identification Information to a Profile ORACLE Profiles contain extensive information (including name, mailing address, email address, phone number, preferences, driver's license, passport, and so on). You can add and edit identification information in the Identification panel. 1. Inthe OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profiles, 2. Enter or select values in the search fields and click Search. 3. Inthe OPERA Profiles search results, locate the profile and click the Profile Name. 4, Scroll to the Identification panel and click Show Masked Information to view masked information. 5. Click New to add identification documents to the profile. Enter an ID Type and an ID Number and additional details, such as Issued Place, Issued Country, Issued Date, and Expiration Date. 6. Click Save 7. Click Edit to add or change personal details such as birth date, birth country, and soon, + Using the Desktop ID Document Scanner + Using the Mobile ID Document ScannerChapter2 Managing Profiles Using the Desktop ID Document Scanner Prerequisites for Desktop ID Scanning ID Scanner Operation Prerequisites 1, You must be signed into OPERA Cloud from a workstation where the scanner is, connected and the drivers for the hardware are installed. 2, You must be signed in at the property level. ID Document Scanning functionality is not available when signed in at the Hub level 3. ID Document Scanning is available for Guest and Contact profile types only 4, Identifications is set to appear as Custom Check In Step. 5. Open OPERA Controls and configure Custom Check In Steps: Administration > Enterprise > OPERA Controls > Front Desk Group > Settings > Custom Check In Steps > click Pencil Icon > Add Identifications to Selected Items > Save. awe 7 m RUNES WT RcURSDORRCATOCONL ‘Scanning ID Documents During Check In From the OPERA Cloud menu, select Front Desk, and select Arrivals. Search for the reservation. Select a reservation for check in. Click Check In at the bottom of the screen. In the Check In screen, click the Identifications link in the status bar. ORACLE 214Cchaprer2 Managing Profiles 6. Place a valid ID document in the scanner. 7. Click the Scan ID Document button in the Identification panel, This triggers the scanner to read the document and send the guest data into the profile comparison screen 8, The Comparison screen displays two sections: Existing Profile Details and Compare and Edit Scan Results, 1 Document Scanning ‘Additional Details Address ‘ado 9. The Existing Profile Details section on the left side displays the existing details for the profile, This section is read only 10, The Compare and Edit Scan Results section on the right side displays the details retrieved from the scanned document, You can compare the details and edit scan results if needed. 11, Values in unchecked fields are saved to the profile details. a. Ifthe scanned value is the same as the existing profile value, the check box is unchecked by default b. Ifthe scanned value is blank for the field that is populated in the existing profile value, the check box is unchecked by default. if you manually select this check box, then the blank value is saved, which means the originally existing value is removed. ORACLEChapter Managing Proies c. Ifthe scanned value is populated with a different value than the existing profile detail, which is checked by default, you can manually uncheck to keep the existing value. 412. Values in checked fields are updated in the profile details when saved. a. Ifthe scanned value is different than the existing profile value, the check box will be checked by default, To draw attention to this value point, a warning icon appears. If you do not want to override the existing value for the specific field, you can manually uncheck the check box next to the field, b, Ifthe scanned value is populated, but the same field in the profile is blank, the check box will be checked by default and the scanned value will be saved. The warning icon appears. ©. You can also manually select the check box and update the value in the field, and the update will be saved to the profile details. i a Qa : / 4 “ . po ets a o a : a |o Ls . Oo aoa sdenication identicition - - Pass Q = = m a 13, The Address section in the Existing Details has a drop-down menu enabling you to select any address type and address existing on the current profile a. The Address Type LOV field is populated with the profile primary address by default. You can update the Address Type by selecting a different value from the list. b, The Add as New switch allows you to add the scanned address to the existing list of addresses on the profile. When this toggle is active, the address from ORACLE 216Chapter 2 Managing Profles the scan does not replace the address that appears in the Existing Profile, instead the address Is added into the profile as new. Ifyou want to update the existing address with new details, switch the Add as New toggle to Off (default d. The Make Primary switch allows you to set the address from the scanned details as primary for the profile (it does not matter if this is a new address or an address that will override an existing address showing in the profile). This toggle is Off by defauk. 14, Review and click Save Checked fields are updated in the profile with new details. b, The scanned image is saved in profile attachments based on the Stored ID Document Image Type setting Scanning ID Document directly from Identification panel From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile. 2. Search for the Guest or Contact type profile. 3. Click the profile name hyperlink. 4. Inthe Profile Details section, click the Identifications link or panel. ORACLEChapter2 Managing Protles Manage Profile Tle ore aes Bowne ate ISANZDTE By RARRAOUNOCESAST Upc 3 ie vps Hrfle ating Commnicaion(S) ProfleDetis | Suberpon Aecuns Raeae | Naot as Cerwiponnce | CCETEGTE Tevet | Manbeshp | Petercer felvombps Serie egues | TerManagement | wab Avoute Furare Pat Say) Attachments | nots nau * @ veo sionoe titans Aor (6) Biase) | Atschwert | custenages | Moweleepng | Neter 5, Place a valid ID document in the scanner. 6. Click the Scan ID Document button in the Identification panel. This triggers the scanner to read the document and send the guest data into the profile comparison screen, ORACLE 218Cchaprer2 Managing Profiles m Shon | | leentiestion Documents vow options Primary 1D Number ID Type_tssuedPtace sued Country sued Date o n rasteont Te o fASSPORT Personal Details ‘The Comparison screen appears enabling you to compare, update, and save scan results in the same way as you would if scanning from the Check In screen. Using the Mobile ID Document Scanner Prerequisites for Mobile ID Scanning Mobile ID Scanner Operation Prerequisites L ‘You must be signed into OPERA Cloud from a workstation where the scanner is connected and the drivers for the hardware are installed. ‘You must be signed in at the property level, ID Document Scanning functionality is Not available when signed in at the Hub level. ID Document Scanning is available for Guest and Contact profile types only. Identifications is set to appear as Custom Check In Step, (Open OPERA Contols and configure Custom Check In Steps (Administration > Enterprise > OPERA Controls > Front Desk Group > Settings > Custom Check In Steps > click Pencil Icon > Add Identifications to Selected Items > Save). ORACLEChapter 2 Managing Profiles I 32cm > le” SAS ecneee nt cats | =e — ‘Scanning Mobile ID Documents During Check In From the OPERA Cloud menu, select Front Desk, and select Arrivals. ‘Search for the reservation. Select a reservation for check in. Click Check In at the bottom of the screen, In the Check In screen, click the Identifications link in the status bar. 6. Click the Sean ID Document button in the Identification panel. ORACLE 2-20Chapter 2 Managing Profiles Confirmation Rate Room Identification Show Masked Infor Identification Documents $¥ View Options Issued Primary 1D Number I Type Issued Place Colney Issued Date 7. Inthe ID Document Scanning screen, click the Choose Image button to display the device camera options. ORACLE 221Chapter 2 Managing Proies Home /Front Desk /Arivals Check in Reservation /1D Document Scanning ¢ Backt ID Document Scanning Tips for taking a good document photo 8. Select Choose Image (Note: this can vary based on used device). Follow the listed tips for taking a good document photo when capturing the image. 9, The captured image appears in the ID Document Scanning screen, Review the image to confirm it meets the good document photo criteria 10. To retake the image, click Choose Image again. The new captured image replaces the existing image in the screen. 1. When satisfied with the captured image, click Process. The encrypted image is sent to the vendor for processing, and scan results return the guest data into the profile comparison screen, ORACLE 222Chapter 2 Managing Profiles Client Relations + > g | © overs cious Choose image covet |S 12, The Comparison screen displays two sections: Existing Profile Details and Compare and Edit Scan Results sections. ORACLE 223Chapter 2 Managing Profies 1D Document Scanning Clett Relations © Bookings ~ FrontDesk ~ Inventory ~ Financials ~ henna = * Regie Name Name ‘Additional Details Address 13. The Existing Profile Details section on the left side displays the existing details for the profile. This section is read only. 14, The Compare and Edit Scan Results section on the right side displays the details, retrieved from the scanned document. You can compare the details and edit scan results if needed, 415, Values in unchecked fields are saved to the profile details. a. Ifthe scanned value is the same as the existing profile value, the check box is unchecked by default. b, Ifthe scanned value is blank for the field that is populated in the existing profile value, the check box is unchecked by default. I you manually select this check box, then the blank value is saved, which means the originally existing value is removed. . Ifthe scanned value is populated with a different value than the existing profile detail, which is checked by default, you can manually uncheck to keep the existing value, 416. Click save to update values in the checked fields in the profile details. a. Ifthe scanned value is different than the existing profile value, the check box is checked by default. To draw attention to this value point, a warning icon appears. If you do not want to override the existing value for the specific field, you can manually uncheck the check box next to the field. ORACLE 224Cchaprer2 Managing Profiles b. Ifthe scanned value is populated, but the same field in the profile is blank, the check box is checked by default and the scanned value will be saved. A warning icon appears. © You can also manually check the check box and update the value in the field, and the update is saved to the profile details. 7 a Qa cress dees a == 0 |? “ic a = a a entiation entiation - - ass Q = = 2 A 17. The Address section in the existing Details has a drop-down menu that enables you to select any address type and address existing on the current profile. a. The Address Type LOV field is populated with the profile primary address by default. You can update the Address Type by selecting a different value from the list b. The Add as New switch allows you to add the scanned address to the existing list of addresses on the profile. When this toggle is active, the address from the scan does not replace the address displayed in the Existing Profile Instead, the address is added into the profile as new. . Toupdate the existing address with new details, switch off (default) the Add as New toggle. d. The Make Primary switch sets the address from the scanned details as, primary for the profile (it does not matter if this is anew address or an address that will override an existing address showing in the profile). This toggle is off by default, ORACLEChapter 2 Managing Proies 18, Review and click Save. 19. Checked fields update in the profile with new details, 20. The scanned image is saved into profile attachments based on the Stored ID Document Image Type setting. ‘Scanning Mobile ID Documents from the Identification Panel 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and the select Manage Profile 2. Search for the desired Guest or Contact type profile and click the Profile name hyperlink 3, Inthe Profile details section, click the Identifications hyperlink or panel Manage Profile « @ & i ieseunpeptes Profle ing conmusicaion 6) [Wenifition 3] PrefleDemie | Subsrption () Accounts Receles | Nagtited ates Coneiponcince | ECETEGRE Wepre | Membestip | orererces oe felvombps Serie egues | TerManagement | wab Avoute areas Attachments | Noss sky age Bons Spina @ roeo sionoe titans Aer (6) | Bi tiaer i) | Atschnere | cust wows tes 4, Click Sean ID Document in the Identification panel or popup. ORACLE 2.26Chapter 2 Managing Profiles In the ID Document Scanning screen, click Choose Image to display the device camera options. 227Chapter2 Managing Proies Home /Front Desk /Arivals Check in Reservation /1D Document Scanning ¢ Backt ID Document Scanning Tips for taking a good document photo 6. Select Choose Image (Note: the name of this button can vary based on used device). Follow the listed tips for taking a good document photo when capturing the image. 7. The captured image appears in the ID Document Scanning screen. Review the image if it meets the good document photo criteria. ORACLE 2.28Chapter 2 Managing Profiles Home /Front Desk /Arivals/Check In Reservation /1D Document Scanning «e ID Document Scanning 8, To retake the image, click Choose Image again to take new photo of the ID document. The new captured image replaces the existing image in the screen. ‘9. When you are satisfied with the captured image click the Process button. The encrypted image is sent to the vendor for processing, and scan results return the guest data into the profile comparison screen. Adding Search Keywords to a Profile You can set up and attach keywords to a profile to associate a variety of identitying information with the profile. Keywords can include the search name, abbreviations, tax numbers, corporate ID numbers, ticker symbols, and so on. The keywords attached to ‘a profile help to narrow the results when searching for profiles. To add search keywords to a profile: 1. Locate and open a profile. 2. Inthe Profile Overview panel, under the Profile column, click Keyword. You may need to select Show All to expand all options. 3. Click New. 4. Enter a Keyword Type and Keyword, and then click Save. Adding Guest Preferences to Profiles ‘You can add preferences to a guest profile to personalize or enhance your guest services. ORACLE 2-29Chapter 2 Managing Profiles 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile 2 Search and select a profile or create a new profile 3. Onthe profile click Preferences and then click New. 4, Select one or more values trom the list of Available Values. You can use the filter field to narrow the list or clear the lst 5. Click Add to move your selections to Selected Values. 6. Click Save to Profile. Adding or Clearing an Alternate Name or Incognito Name for a Profile Incognito name functionality enables a guest to create a fictitious name and profile to use while dealing with a property, This functionality can be used for celebrities, so that news does not get out by the hotel personnel that a celebrity is staying at the property. The alternate name feature allows you to record an alternate (or native) name, ttle, language, and salutation for each profile. Alternate names can help identify and manage profiles during the profile merge process. Adding Incognito Names and Alternate Names to Profiles 1, Locate and open a profile using the steps above. 2. Inthe Profile Overview panel, click Edit, 3, Click the link labeled Alternate Name or the hat and glasses icon to add an Incognito Name, then fill in the appropriate information in the dialog box, and click Save. 4, Click Save in the Profile Details panel when you are done. Clearing an Incognito Name or Alternate Name 1. Locate and open a profile using the steps above. 2. Inthe Profile Overview panel, click Edit, 3, Click the Incognito Name icon or the Alternate Name link, delete the name from the field, and then click Save. Adding Profile Communications ORACLE ‘You can add communication types to a profile, such as additional addresses, phone numbers, fax numbers, and email addresses, 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile Search for and go to the profile, In the Profile Overview section, click Communication and click Manage Click New in the section where you want to add a communication type. Complete the fields for the new communication type and click Save.Chapter 2 Managing Profiles Adding Notes and Internal Comments to a Profile OPERA Cloud enables you to add notes and internal comments to profiles. Typically, notes that are flagged as internal are not transmitted to external systems when the profile is sent aut or is hidden on printed correspondence with the customer. To add oles and internal comments to a profile: 1. Locate and open a profile. 2. Inthe Profile Overview panel, under the Notifications column, click Notes. You may need to select Show All to expand all options. 3. Click New, 4, Enter the type of note, select the check box if the note should be internal use only, enter a Title, Comment, and select if the note should be available globally or only ina specific property. If the note should only apply in a specific property, enter the property code. Click Save to save and exit, or Save and Continue to save this note and add another. Attaching Files to a Profile You can attach files to profiles that can be used for corporate contracts, proposals, and similar documents, 1. Locate and open a profile. 2. Inthe Profile Overview panel, under the Notifications column, click Attachments. ‘You may need to select Show All to expand all options. 3. Click New. 4, Choose an attachment, set the availability to global or specify a property, enter a name and description, and then click Save, Viewing Profile Future and Past Stays You can view a guest's future or past reservations, including details on room types and rates, arrival/departure dates, previous reservation status, and so on, including any profiles associated with the bookings. Future and Past Stays also shows the total number of reservation records attached to the guest profile, This is a global count of all reservation records for the guest in all available properties within the chain. When logged into a single property, you see only the reservations in that property. 1. Locate and open a profile. 2. Inthe Profile Overview panel, under the Stay column, click Future & Past Stays. ‘You may need to select Show All to expand all options, 3. From the list of future and past stays, click any linked information for additional details. Viewing a List of Recently Viewed Profiles ORACLEChapter 2 Managing Profiles 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profile 2 On the Manage Profile screen, click 1 Want To.... A list of recently viewed profiles appears under the View section for easy access to those profiles. Making a Guest Profile Private ‘You can mark profiles as private to prevent them from appearing in central reservations systems or other properties in a chain or multi-property configuration. Use OPERA Controls and Manage Profiles to mark profiles as private 1. From the Administration menu, select Enterprise, and then select OPERA Controls, 2, Under Groups, click Profile and then set the View Profiles Created in Hubs parameter to Off. 3, From the OPERA Cloud menu, click Client Relations, select Profiles, and then select Manage Profiles, 4, Search for profiles. 5, From your search results, click Actions on a profile and select Mark Profile as Private. Deactivating a Profile ‘You can deactivate a profile if a guest requests itor if the profile has not been used for a long time. Changing a profile to inactive makes it easier to find when you need to purge it. To deactivate a profile: 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile Search for and go to a profi. Scroll to the Profile Details section to view the profile details Under Profile Details, click Edit and deselect the Active check box. Click Save. Marking a Profile as Restricted ORACLE Profile restriction is used to warn and restrict users from selecting a guest, company, ‘or agent profile when making reservations or blocks. You must select a restricted reason when marking a profile as restricted. After a profile is restricted, a restricted icon appears on the business card and a restricted column appears in the profile search results. You can mark a profile as restricted from being updated. Profiles can still be updated while restricted, but a prompt appears every time you attempt to use a restricted profile for a reservation or a block. Depending on your permissions, you might be able to override the restriction, To restrict a profile: 1, Search for and open a profile,Chapter 2 Managing Profles 2. Under Profile Details, click Edit and select the Restricted check box. 3. Click Save, Downloading a Profile from the Central Reservation Database You can download profiles from your central reservation system to your property, OPERA Cloud automatically downloads the profile during profile advanced search, which evokes lookup from the central system. In order for this feature to work, you must have the Cloud Loyalty license active in your central system. 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile. Click Go to Advanced Search. In the Search area, enter the profile name and any other search filters, Select External System from the LOV in advance search, Click Search. A list of profiles from the central system appear in the left column, and the matches from the local database appear on the right. You can choose to download the profile trom the central system database by clicking ! Want To... and clicking Download Profile. Profile Anonymization ORACLE To protect personal information for guests, a guest profile's data can be made private through data anonymization. The Profile Anonymization feature uses data anonymization to encrypt or remove a guest's personal information from the database ‘so the guest can remain anonymous. OPERA Controls ‘The following OPERA Controls activate this feature for Individual profiles: Table 2-1 ES Name Grou Type Description P Personal Information Profle Paramete When active, addilonal security procedures are Protection sor available, which includes anonymization of profile data Number of Days until Profle Setting Available when the Personal Information Protection Anonymization s parameter is active. This value defines the number Of days after the last activity occurs in which the requested profile can be anonymized. Required Conditions for Profile Anonymization You can activate Profile Anonymization for guest profiles by clicking 1 Want To... next to the profile and then selecting Anonymize Profile on the Profile Presentation. You can also choose to cancel the anonymization by selecting the Do Not Anonymize action until the point the profile is anonymized. The following conditions are required for a guest profile to be anonymized:ORACLE Chapter 2 Managing Profiles + Number of Days for Anonymization setting requirement must be met. This requirement is met when the defined number of days has passed since the last. activity for the profile. For example, ifthe setting is 5 days, the profile is eligible for anonymization five days after the profile’s last activity, such as a stay or transaction, + Profile is not a Contact profile type + Open Folios do not exist forthe profile + Outstanding Balance does not exist for the profile. + Routing Instructions do not exist with the guest profile as the payee. + No Accounts Receivable Invoices (open / closed) exist for the quest profile and none are attached to the profile's Accounts Receivable (AR) account. + No Accounts Receivable Invoices (open / closed) exist for the guest profile and one are attached to the invoice. + Outstanding Commissions do not exist for the profile. + Future Reservations do not exist for the profile Ita profile cannot be anonymized, a message appears indicating the reason. For example, there might be one or more dependencies as described in the Conditions for Profile Anonymization list. If there are multiple validation failures, all reasons are listed in the message to help you better resolve these issues and anonymize the profile. Anonymized Profile Information ‘The following information is anonymized for the profile: Table 2-2 Cm Profile Element ‘Anonymization Format Removed from Database? ‘Name — This includes the Profile, AKO, No Reservation Name, Credit Card Names, Membership Card Name, and Room Key Card Name. Salutation AXXXXXKAXZ, No Envelope Greeting AX2000000Z, No Alternate Name AXOOKHKZ No Atemate Salutation AXXXXXKAXZ, No Alternate Envelope Greeting AX000OOKZ, No Aliasiincognito AOHHHXZ No Address (excluding State and Country) AXXXXXXXXZ No ‘Communication (that is, Email, Phone) AXXXXXXXXZ No Identification (hats, Driver's License, XXXXXXXX99) No Passport Number) Birth Date Not applicable Yes, removed Birth Place AXXXXXKAXZ, No Birth Country Not applicable Yes, removed Gender Not applicable Yes, removedChapter 2 Managing Profles Table 2-2 (Cont) Ol Profile Element ‘Anonymization Format Removed from Database? Photographic Images (attachments of Not applicable Yes, removed any type) Tax ID AXXXXKKAXZ, No ‘CommentsiNotes Not applicable Yes, removed Membership Card Number A00000KZ, No ‘Change Log Not applicable Yes, removed Profile Links/Relationships (Including the Not applicable Yes, removed linked profile’s change log) Web Accounts (username/password) Not applicable Yes, removed Keywords Not applicable Yes, removed Client 1D AXXXXKKHXZ, No Credit Card Number Not applicable Yes, removed Post Profile Anonymization After you anonymize a profile, the following conditions are true: + The profile no longer appears in Profile drop—down within the application. However, a search from the Profile Search screen stil returns the profile, but the data is anonymized, + You no longer have access to the folio history for the anonymized profile. All options are hidden when the highlighted folo is linked to an anonymized profile, regardless of the Permanent Folio Storage functionality being active. + The 1 Want To... actions are hidden for the profil. + User Log entries are removed, including Join Share/Break Share and Link Profiles! Relationships. This includes all Reservation user logs and Financial user logs. * Updates to the Profile from external systems are no longer accepted, and a new profile is created, + Profile match and merge rules are no longer considered. After a profile is anonymized, you cannot merge it into other guest profiles. Guest Stay Statistics Use the Stay Statistics feature to view a concise summary of a guest's stay and revenue statistics. The statistics provide revenue from reservations and revenue from all other sources. The statistics include revenue posted by passerbys and revenue Posted in accounts receivables after the business date is closed. 1. From the OPERA Cloud menu, select Client Relations, select Profiles, and then select Manage Profiles, 2. Use Search to locate the guest's profile record. ORACLEChapter 2 Managing Profiles menu and select 3. From search results, click the profile’s row-level | Want To Stay Statistics. 4. Select either the Reservation Statistics tab or the Revenue Statistics tab and search for statistics by Property, Currency, Stay From Year, or Stay To Year. a. The Reservation Statistics tab shows the guest's stay details such as number of nights, arrivals, cancels, no shows, and day use. The statistics also show the revenue generated from the profile's reservations, such as average daily rate, b, The Revenue Statistics tab shows revenue generated by the profile's stay from all sources. Managing Attachments ORACLE Prerequisites for Attachments, You can attach files (less than 2MB) to Reservations, Blocks, or Profiles using the Attachments feature. Reservation and Block attachments are retained for the life of the reservation or block and purged after departure. Adding an Attachment 1. From the OPERA Cloud menu, select Bookings, select Reservations, and then select Manage Reservation. & Note: To add an attachment to a block, select Bookings and then select Blocks. To add an attachment to a profile, select Client Relations and then select Profiles. 2, Search for and select a reservation, block, or profile. 3, Click 1 Want To... and then select the Attachments link located under Notifications. You might need to select Show All to see all options. 4. Click New to attach a new file. 5, Click Browse to select a fle on your computer, 6, Enter a Name and a Description for the file and then click Save. Downloading an Attachment 1. Search for and select a reservation, block, or profile, 2, Click | Want To... and then select the Attachments link located under Notifications. You might need to select Show All to see all options. 3. Onthe Attachments screen, click the vertical ellipsis button. 4, Click Download and choose to either Open or Save File,Chapter 2 Membership Deleting an Attachment 1. Search for and select a reservation, block, or profile 2. Click IWant To... and then select the Attachments link located under Notifications. You might need to select Show All to see all options. | ellipsis button 3. On the Attachments screen, click the ver 4, Click Delete and confirm the deletion. + Prerequisites for Attachments + Prerequisites for Attachments + Prerequisites for Attachments Related Topics + page 35 + page 3-19 + page 3-53 + page 2-4 Prerequisites for Attachments OPERA Controls Group: General File Attachments Membership ‘A quest might be a member of your hotel loyalty program andlor a member of multiple airline frequent flier programs. In OPERA, there's no limit to the number of memberships you can enroll the guest in, and you can choose from these multiple available memberships to decide which ones should be used for a particular reservation. Enroll the guest within their Profile. You can then use their membership information — such as membership number, type, or level— in searches, reports, and bookings. Membership information is stored on both the guest profile and on the reservation, + Calculating or Expiring Membership Points + Membership Types + Searching by Membership Level + Managing Membership Information Calculating or Expiring Membership Points ORACLE 1. From the OPERA Cloud menu, select Client Relations, select Membership, and select Calculate Membership Points.Chapter2 Membership 2. Select Calculate Points to calculate the points for a membership type or select, Expire Points to expire points 3. Enter a Membership Type and enter a date that represents the point in time up to which you want to calculate or expire points. Click Submit to finish Membership Types Guests often belong to membership programs offered by hotels, auto clubs, airlines, and so on, These memberships might offer discounts and other benefits to quests staying at your property. To apply membership privileges and awards to a guest stay, the guest must belong to a membership program recognized by your property. Membership types allow you to identify and manage the membership programs on a profile, For example, your hotel might have a guest loyalty program that awards guests based on the amount of revenue generated or the number of stays per year. You would create a specific membership type for this program. You can add membership types to a guest profile or to a reservation at booking or check-in. You can add more than one membership type to a profile, but you must designate one of the membership types as primary. Each membership type has a membership type rule setup associated with it. Membership type rules determine the actions that result in membership award points and tier point accrual. One of two types of points, award points or tier points, can be defined for the membership program. Members redeem award points towards specific awards, and tier points are evaluated to determine membership tier / level upgrades and downgrades. When creating a membership type, you can set an expiration date, and you can set up the membership to auto-generate membership numbers or require them to be manually entered for each new member. Searching by Membership Level You can use Profile Advanced Search to search by membership level. 1, From the OPERA Cloud menu, select Client Relations, select Profiles, and select Manage Profile, 2, Click Go to Advanced Search 3. Inthe Search area, enter or select a Membership Level. 4, Click Search, Managing Membership Information ORACLE {Guest profiles include information about the guest's memberships in rewards programs. To view and edit membership information for a guest, follow the steps below. 1. From the OPERA Cloud Navigation Bar, select Client Management, Profiles, and then Manage Profile.ORACLE Chapter 2 Membership Search for a profile, or select a recently viewed profile from the | Want To... menu, In the Profile column, click Membership, You may need to click Show All to view all options. Click View Inactive to view any inactive membership information, Click New to add new membership information. Fill out the Membership page with the membership type, card number, and any other information, b. Select the Inactive check box if this is not an active membership, Click Save.