Opera Hotel Edition. EAME Opera S&C Application Profiles - Version xx EAME OPERA S&C APPLICATION PROFILES. August 2007 Author: Ina Baeumer

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Europe, Africa & Middle East

EAME OPERA S&C APPLICATION PROFILES

Opera

Hotel Edition

EAME Opera S&C Application Profiles - Version 4.0.4.xx

August 2007

Author: Ina Baeumer

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EAME OPERA S&C APPLICATION PROFILES

Table of contents

1. OVERVIEW AND GENERAL LOGIC... 3

2. KEY BOARD NAVIGATION ... 3

3. TYPES OF PROFILES... 3

4. CUSTOMER MANAGMENT ... 7

5. ACCOUNT PROFILES – SEARCHING FOR AN ACCOUNT... 8

6. ACCOUNT PROFILES – CREATING A NEW OR EDITING AN ACCOUNT ... 11

ACCOUNT FUNCTIONS ... 15

ACCOUNT FUNCTIONS – DASHBOARD ... 16

ACCOUNT FUNCTIONS – EMAIL ... 18

7. ACCOUNT PROFILES - MORE FIELDS ... 20

8. ACCOUNT PROFILES - STATISTICS & INFO ... 21

9. ACCOUNT PROFILES - SALES INFO ... 24

10. CONTACT PROFILES – SEARCHING FOR A CONTACT ... 25

11. CONTACT PROFILES – CREATING A NEW OR EDITING A CONTACT... 27

12. CONTACT PROFILE – MORE FIELDS ... 29

13. CONTACT PROFILE – STATISTICS & INFO ... 29

14. CONTACT PROFILE – SALES INFO ... 30

15. PROFILE OPTIONS... 31

PROFILE OPTIONS – ATTACHMENTS ... 33

PROFILE OPTIONS – CHANGES ... 33

PROFILE OPTIONS – CREDIT CARDS ... 34

PROFILE OPTIONS – EXTRACT ... 35

PROFILE OPTIONS – FUTURE... 36

PROFILE OPTIONS – HISTORY ... 37

PROFILE OPTIONS – MERGE ... 39

PROFILE OPTIONS – NEGOTIATED RATES ... 40

PROFILE OPTIONS – NOTES... 42

PROFILE OPTIONS – OVERVIEW ... 43

PROFILE OPTIONS – POTENTIAL ... 44

PROFILE OPTIONS – PREFERENCES ... 50

PROFILE OPTIONS – RELATIONSHIPS... 51

PROFILE OPTIONS – PRINT ... 53

PROFILE OPTIONS – REQUEST ... 53

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1. O

VERVIEW AND GENERAL LOGIC

A profile is a tool for tracking production and other information in Opera. There are seven types of profiles maintained within the Opera database. The seven types are similar, but modified to include fields for collecting information specific to each profile type. All Profiles include the name, addresses, communication methods and basic demographic data for each Profile type. These profiles are shared between PMS and S&C.

Please note that it is vital to always ensure data accuracy and to always search for an existing profile before a new one is entered into the system.

Every profile/account is defined as a unique booking location, e.g. if there are three different IBM locations that book with the property each one of those locations would be a separate account. They will then be linked together using the relationship functionality. This will allow the property to run reports based on individual IBM offices along with viewing production for all three IBM offices.

- Please keep in mind that we should not use Special Characters in Codes (exceptions are e.g. Floor Preferences)

2.

KEY BOARD NAVIGATION

The tab key should be used to move from one field to another. This allows the system to take users where they need to go ensuring all fields are completed properly. To move back a field, use the Shift + Tab.

To open up drop down menus (LOVs) or ellipse buttons use the F9 key. To enter a checkmark in a field, use the space bar.

Users may also use the Shortcut Keys: Throughout the application, there are Shortcut Keys that allow for keyboard navigation instead of using the mouse. These keys are underlined letters and can be accessed by pressing the ALT key and the underlined letter.

To copy and paste in Opera, mark the entry, use CTRL + C to copy, CTRL + V to paste and CTRL + X to cut.

3. T

YPES OF PROFILES

The seven types of profiles are listed below: Company profiles

All corporate and special corporate companies. For Opera S&C, a company is the most common type of profile. It is for any type of company.

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Travel Agent profiles

All accounts which could receive commission, either with or without IATA number. Travel agent profiles are used to pay commissions and for tracking production statistics by travel agency. Intermediaries receiving commissions can also be entered as Travel agencies

Source profiles

All accounts which could also receive commission, but are different to ‘regular’ travel agents. These profiles could be Event Agencies, Wholesaler or also Key Account Offices from hotel chains. Some hotel chains also use this type of profile as their company profile and the ‘Company’ profile type only for Master profiles. The use of the source profile differs from hotel to hotel and has to discussed how or if to use it at all or is defined by chain standards.

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Vendor profiles

The profile type ‘Vendor’ gives you the possibility to maintain your suppliers of the hotel. These could be flower, decoration or Audio Visual companies where the hotel receives its supplies. This profile type cannot be used to track production.

In total, there are 7 profiles types in Opera S&C – additional to the above mentioned 4 account profile types there are:

Contact profiles

These are best used for tracking specific contact production. While contacts might not be hotel guests, it is important to register their address and telephone numbers for soliciting future business. Whenever a contact profile is created, Opera S&C will automatically create an individual profile as well.

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Individual profiles

The individual profile is for a Hotel guest and contains their personal information.

Group profiles

These profiles link reservations to groups. They also assist in routing charges and tracking production per group. The Group Profile is automatically created when a business block is created.

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4. C

USTOMER

M

ANAGEMENT

Customer Management contains all necessary information to maintain accounts and contacts. This is where all production information is tracked. It is the activities and scheduling hub for S&C. This is also where the Sales Rep Dashboard is located, which is a centralized area to view and initiate many sales related activities. Potential gives the hotel the possibility to track the possible production an account could have and their detailed booking preferences and patterns. Outlook/Groupwise provides the access to synchronization between Opera and Outlook or Groupwise, here contacts and activities can be synchronized between the Outlook / Groupwise of the user and Opera.

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5. A

CCOUNT

P

ROFILES

– S

EARCHING FOR AN

A

CCOUNT

In Sales & Catering the profiles are divided into Account and Contact Profiles. The Account button gives you access to Company, Travel Agent, Source and Vendor Profiles. The account profile is the starting point for accessing

comprehensive information about your business associations. The account provides a window on Sales information and statistics, relationships, preferences, negotiated rates, and other details relevant to the client. The Account screen also lets you set up and manage activities and contacts for the account, and create and edit business blocks.

From the main menu, select Customer Management>Accounts. The Account Search screen appears.

Use this screen to search for existing accounts, to create new accounts, and to access contacts, activities, business blocks, and other information related to accounts.

Indicator Lamps

Lamps (indicators or notations) may appear in the lower part of the screen to alert you about information that pertains to the account.

Search Criteria

Enter your search criteria and select the Search button.

Certain search criteria fields will only display results when information is selected in another search criteria field. The Account City field will not return any results, unless the other information is entered, such as the whole Account Name or complete Account ID number. In case the account name is not known or you would like to see all accounts in a specific city, use the % sign as a wild card when searching for a value. The % can also be used if a user knows of an account in the system but can only remember that it has the word National in it, the user could enter %National in the name and this will show all the accounts with National in the Account Name. This is not case sensitive and it is not mandatory to type the entire name to find the account.

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Account Name. Type the account name you are searching for. At least the first three letters are required when searching for an account, but there is no character limit that can be entered. Also, use the % to search for all accounts. Account ID. This is the unique system generated ID number for the account. The whole number must be entered to find the correct account.

Account City. Type the name of the city associated with the account you are searching for. Search for all Accounts in a specific City, by entering the City name in Account City field, and % in Account Name field.

View By. Select the down-arrow to choose a specific type of account to search for. Options include View All (the default), or company, travel agent, source, or vendor.

IATA/Corporate ID. Type the IATA number (for a travel agent) or a corporate ID associated with the account you are searching for.

Business Segment. Select the down-arrow to choose the business segment(s) associated with the accounts you are

searching for. You can choose one or more market segments for the search. Country. Country where the company listed on the account is located.

No Relationships. Select this option to exclude from search results any accounts that have a relationship to another account as a subsidiary itself.

This option only displays, when the Account Search screen is called by selecting the New button from the Profile Relationships screen (Accounts>Edit>Options>Relationships).The logic behind this option is to provide a means to search for accounts that are already considered a master (master to subsidiary) or a regular account (no relationships). However, in the event that a subsidiary must be attached to an account that is also a subsidiary of another account (e.g. relationship models with more than 2 levels), this flag must be unchecked in order to make other subsidiaries visible. The reverse is also valid, for instance, to make an account a master the assumption is that it should be a master of regular accounts and not set as a 'higher' master over existing masters (master to master) and therefore other master accounts are filtered out by the flag unless it gets unchecked.

Owner. Select the down-arrow to choose the sales manager owner(s) of the account(s) you are looking for. You can choose one or more owners for the search.

Keyword. Enter a keyword specific to the account you are searching for. (Available when the Profiles>Keyword application function is set to Y.)

Communication. Different information can be entered into this search field. Partial phone numbers or email addresses may be entered that are associated to the contact. For example, if the user is searching for a contact that has the phone number 123-4567 associated with it, they could search on the whole or partial number. Same with email addresses, the whole or partial email address can be entered to search for contacts.

AR Number. Enter the accounts receivable number assigned to the account you are searching for.

Active Only. Select this check box to search for active accounts only. Otherwise, the search will find both active and inactive accounts.

Has Subsidiaries. Select the check box to search and display only the accounts that have subsidiaries. Subsidiaries are accounts that are part of another master or parent account. Usually it refers to companies that are wholly controlled by another or other companies.

Filter Name. Select the down arrow to choose a pre-configured filter to assist your search. Or, select the ellipsis button to create new filters and edit existing filters. (Available when the General>Filter Search application function is set to Y.) Postal Code Range. Enter in the postal code range to display the accounts that fall within the two postal codes. If only the starting postal code is entered, then all postal codes from that one entered will be displayed in the results. And if only the second postal code is entered, then all postal codes up to the one entered will be returned in the results.

When the Country field does not have a country selected in it, then the postal code range still displays, but is not accessible.

Account Search Results Grid

The search results are displayed in this grid. The following fields of information are provided:

$. Displays a $ when a negotiated rate is associated with the account. $$ is displayed if more than one negotiated rate exists.

Company Name. Company with which this account is associated.

R. Displays a P when the account has subsidiaries companies with it.

Country. Country where the company is located.

City. City where the company is located. State. State where the company is located.

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Zip. Postal code where the company is located.

Address. Street address where the company is located.

Phone. Primary company phone number.

Owner. Primary sales manager owner of the account. Additional owners may be attached to the account.

Market. Market codes that describe the market to which this company belongs.

Industry. The industry codes that describe the industry segments to which this company belongs. Type. Type of account: G = Group, C = Company, S = Source, T = Travel Agent, V = Vendor. Active. X indicates an active account.

CIS. Where the CIS Lookup interface is installed, an H in this field indicates that a CIS profile is linked to this account and a CIS stay history is available for viewing (select the CIS History button form the Account Search screen Options menu); an L indicates that a CIS profile is linked to the account but no stay history is available; and a blank field means that the account is not linked to a CIS profile and no CIS stay history is available.

Available Functions

The buttons on the Account Search screen provide access to the following functions.

Some of the Function Buttons listed here require that certain application functions, parameters and/or settings be configured for these options to be available from the Account Search screen. Because of this, some of the buttons listed here may or may not appear on the Account Search screen initially.

Lookup. Available only when the application parameter PROFILES>FORCE AUTO CENTRAL LOOKUP is active and

the setting PROFILES>PROFILE LOOKUP TYPES are set to include in the lookup function Company, Group, Source, and Travel Agent profile types. Select this button to initiate a central profile lookup, or select Yes at the Central Profile prompt.

E-Mails. Select this option to display the Email Sent Out List screen that contains a list of all electronic communications sent to email addresses attached to this account. Email must be configured for this option to display.

Dashboard. Select to display the Accounts Dashboard and view essential information about the highlighted account. CIS Lookup. This button is only available when the CIS interface is installed and the Profile>CIS Lookup application setting is a valid database name. Select this button to search for a CIS Company Profile associated with the highlighted account.

Contacts. If you wish to add a new contact or search for an existing contact, this button takes you to the Contact Search screen. The account that you have highlighted in the grid automatically populates the Account Name field in the search criteria section of the Contact Search screen.

Activities. This button takes you to the Activity Search screen to add a new activity or search for an existing activity. The account that you have highlighted in the grid automatically populates the Account field in the search criteria section of the Activity Search screen.

Block. This button takes you to the Business Block Search screen to add a new business block or search for an existing business block for the account highlighted in the Account Search screen grid.

Options. Select this button to go to the Account Options menu. New. Create a new account profile.

When the application parameter PROFILES>FORCE AUTO CENTRAL LOOKUP is active and the application setting PROFILES>PROFILE LOOKUP TYPE is set to include Company, Groups, Source and Travel Agent profile types and the New button is selected from this screen, you are prompted to either do a central lookup for the account you are attempting to create. Select Yes to do a central lookup at this time, or No to continue creating the account.

Edit. Display and edit the account you have highlighted in the search results grid. Close. To close the account search screen.

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6.

ACCOUNT PROFILES

–

CREATING A NEW OR EDITING AN ACCOUNT

To avoid creating duplicates, always search for an Account first. If it does not exist, then create a new one. Accounts are shared by all Opera users, so it is vital to enter accurate data.

To create a new account choose Customer Management>Accounts from the main menu to display the Account

Search screen. Select the New button.

If View All is selected in the Account Search screen View By field, you will be prompted to select the profile type for the new account. Options include:

Company Travel Agent Source Vendor

Otherwise the Account screen will be for the type of account shown in the View By field (Company, Travel Agent, Source, or Vendor).

To edit an existing account, highlight your choice on the Account Search screen and select the Edit button. The title bar of the Account screen shows the type of account you are creating or editing (Company, Travel Agent, Source, or Vendor). If you are editing an account,, the system-assigned account ID also appears in the title bar.

Indicator Lamps

Lamps (indicators or notations) may appear in the lower part of the screen to alert you about information that pertains to the account.

Provide the following details to describe the account.

Property. When the OPP_MHOT Opera Property Management Multi-Property Base license is active, select the property

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Master/Parent Account Links. When an account is a subsidiary to a Master or Parent company, as setup in the

relationships, then hyperlinks to the Master and Parent Companies are displayed in the header. Select these links to display the account information for that particular Master and Parent company.

When a circular relationship has occurred with account relationships, a message is displayed to warn the user of this. A circular relationship occurs when, for example, Company A has a relationship setup with Company 1A where Company A is the Master and Company 1A is the subsidiary. Then another relationship is configured where Company 1A is the Master and Company A is the subsidiary. This would be a circular relationship.

Address Information

Account. Full name of the account. Use up to 3 lines.

Address. Account address. Select the ellipsis button to define multiple addresses for this account with the ability to specify each address type, (i.e., business, home, or mailing). Four lines are provide to enter each address type. The blue legend shows the type of address that has been selected as the primary address for the account.

City. The city portion of the account address. A default appears based on the Zip code, plus country, entered. Postal Code. Type in the postal code (Zip Code).

Ext. Enter a postal code extension, if it applies. Country. Select the down arrow to choose the country.

State. If the country you select has corresponding states they will be available here when you select the down arrow. A default appears based on the Zip code, plus country, entered.

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Internal Information

Owner. Account owner. This field defaults to the sales manager who creates the account. If you wish to attach an additional sales manager owner or change the primary ownership select the ellipsis button. Right click in this field to see a list of other owners, if any. Left click to close the list.

Ownership

The "ownership screen" serves multiple purposes in Opera and appears in several places. In general, it is used to associate sales manager owners with profiles, business blocks, and activities.

You can allocate multiple sales manager owners for a record based on each profile level (Accounts, Contacts, Potentials, and Business Block). This is an ideal way for displaying the Sales and Catering Staff relationships with profiles and bookings. If multiple owners are associated with one account, contact or business block, one of the owners has to be the primary owner. This indicated with a checkmark in the P column.

Territory. Select the down arrow to choose the geographical area or sales manager territory to which this account belongs. This information will be useful for certain reports.

Trace Code. Select the down arrow to choose a trace code for the account. The trace codes are pre-defined templates that will trigger certain activities depending the behavior of the record. The triggers are determined at the hotel level. These activities can be changed once created on your schedule.

Keyword. Any number of profile keywords may be attached to an account profile in order to associate a variety of identifying information with the profile. For example, you can set up profile keywords to hold Social Security Numbers, tax numbers, driver's license numbers, ticker symbols, etc. This information can be entered in the Keyword field when searching for profiles If you wish to add new keywords, edit existing keywords, or delete keywords, select the ellipsis button. (Available when the Profiles>Keyword application function is set to Y.)

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Type. Select a profile type for this account. Options include: Company, Travel Agent, Source, and Vendor.

IATA. If you have chosen the account Type Travel Agent, then the IATA field appears. If you know the IATA number, complete this field and follow the prompts.

AR Number. Account's AR (Accounts Receivable) number, if applicable. To enter an AR number go to the Stats & Info tab on the Account screen.

Corporate ID/Type. A user-definable numeric field. This is used most often to associate companies that are related, such as members of a chain. Select the down arrow to choose a corporate ID type. (Available when the Profiles>IATA Company Type application function is set to Y.)

Ref Currency. A pick box from which you may select the base currency for payments by this Account, if the hotel books in multiple currencies. This field is only shown if the General>Multi-currency application parameter is set to Y.

Active. When this checkbox is selected, this account is active; un-check the box if this account becomes inactive. An account is made inactive to signify that the company is no longer working with you. (Turn an account inactive rather than deleting it so that you will always have a record of the account.) This indicator is useful for searching and filtering. When an account is inactivated, a reason field is displayed and it is mandatory that the user enters a reason, from the LOV, as to why the account has been inactivated.

If you make an account inactive, don't forget to change attached contacts to inactive as well. When an account is inactivated, all of the primary accounts, setup as a relationship, will also be made inactive. All of the contacts with that account as a primary relationship will also be inactivated.

Communications

Communications. These fields list the contact numbers available for this account (email address, web page address, main telephone number, fax telephone number, mobile or cell phone number, etc.). Select the down arrow to choose a communication type. Then enter the address or number in the field to the right. If addresses or numbers have already been configured for that communication type, you may select the ellipsis button to go to the Communication Information screen where you may select an existing address or number, or enter new ones.

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ACCOUNT FUNCTIONS

The buttons on the Account Search screen provide access to the following functions:

Activities. This button takes you to the Activity Search screen to add a new activity or search for an existing activity. The current account automatically populates the Account field in the search criteria section of the Activity Search screen. Block. This button takes you to the Business Block Search screen to add a new business block or search for an existing business block. By default, the Business Block Search screen shows any business blocks set up for the current account. Contacts. If you wish to add a new contact or search for an existing contact, this button takes you to the Contact Search screen. The current account automatically populates the Account Name field in the search criteria section of the Contact Search screen.

Events. This button takes you to the Event Search screen where any existing events for this account are listed. You may modify existing events and add new ones from this screen.

Potential. This button takes you to the Potential Search screen if there are potentials associated with the account. Otherwise it allows you to go to the Potential screen where you may create a new potential for the account.

Dashboard. This button takes you to the Account Dashboard screen which gives you a comprehensive overview of the

account details.

E-Mails. This button takes you to the E-mail screen from where you may send emails to various contacts from this account. You must have an e-mail address associated with your user login as well as the e-mail delivery functionality needs to be enabled.

Options. Select this button to go to the Account Options menu. OK. Save the changes you have done and close the screen.

Save. Save the changes you have done and stay on the screen.

New. Create a new account profile.

Close. Close the screen without saving changes.

CIS Lookup. (This button is available when the CIS interface is installed and the Profile>CIS Lookup application setting is a valid database names.) Select this button to search for a CIS Company Profile associated with this account.

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ACCOUNT FUNCTIONS – DASHBOARD

The Account Dashboard is a comprehensive overview of account details, including bookings for the account and associated events; an account productivity statistics display; sales goals for the account; and general information related to the account. For convenience, the dashboard includes an interactive calendar and a list of activities linked to the account. From this screen, the user can create and edit bookings, add and modify activities, and access account and contact details by selecting the appropriate button or double-clicking on the title bar of the window.

Account Information Section

•

Address and communication details as well as some of the account qualifications are shown in this section. To view other details or modify any of the account information, select the Edit button.

•

Hierarchy. Select this button to display the account's hierarchical position in a “tree view” style diagram with its relationships to other accounts.

Contact Information Section

•

Contact. This button displays the complete information, for the contact that is highlighted in the contact grid, for viewing or editing.

•

New. Select to create a new contact for the account. Blocks Section

The Blocks list is separated into two different sections. The Last Block section displays the last block for the account where the departure date is prior to today. The second, or Current And Future Blocks section, displays all of the business block bookings for the account that are currently in-house or have an arrival date in the future.

•

Start Date. The date the block reservation begins.

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End Date. The date the block reservation is complete.

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Status. The current status of the block reservation for the account.

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Block Name. The name of the block reservation. Select the name of the block to display the Business Block screen and view the complete business block or edit the block information.

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Rooms. Total number of rooms reserved for the block.

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Pickup. Total number of rooms that have been picked up for the block.

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Property. Name of the property where the block has been reserved. To view blocks for a specific property, select the down arrow and select the property from the list of values.

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•

New Block. Select this button to create a new block reservation for the account. Activities Section

The Activities feature helps keep track of upcoming appointments, sales calls, follow-up contacts, things to do, and so on. In addition, Activities remain in the Opera database until they are manually deleted. Because of this, they can serve as an historical record of your communications and business interactions and the list is separated into two different sections. The first, or Last Activity, section displays the last activity that was scheduled for the account prior to today. The second, or Current And Future Activities section, displays all of the activities for this account that are currently scheduled to be happening for the current business date or for a date in the future.

•

Date. Date the activity was created or modified for the account.

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Type. Type of activity that was created.

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T. Identifies the activity as a To-Do, for example an activity without a time component, with an X.

•

Own. Displays the initials of the owner who is accountable for the activity.

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Purpose. Displays the purpose of the activity for the account. Select the purpose to display the Activity screen and view the complete activity or edit the activity information.

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C. Signifies if the activity has been completed or not. If the activity has been completed, an X will appear in the column.

•

Property. To see the activities for the specific property for the account, select the down arrow and choose the property from the list of values.

•

New Activity. Select to setup a new activity for the account. Production Graph Section

The graph compares Potential room nights, average rate and revenues to Actual per company or per destination. It is a visual representation of the Production YTD section below.

•

Chart Buttons. Select one of the buttons to change the type of layout the chart is displayed as.

•

Reports. Select to call the Accounts Group of reports and then choose which report should be ran. Production YTD Section

The Production YTD section displays year-to-date forecast statistics for room nights and other types of revenue information, taken from the Potential module. Please note that the Actual column in this section will only show group actual figures for this account, that are linked to a potential that includes the selected forecast type.

•

Property. When the OPP_MHT3 Opera Property Management Multi Property (Cross-Revenue) is active, select

the down arrow to choose the property in which to see the production for that guest at the selected property.

•

Net/Gross. Select the Net radio button to display the net, or amounts without any charges or deductions, or select the Gross radio button to display Gross, or amounts after charges and deductions.

•

Rollup Sub-Account Statistics. Select the check box to include all of the sub-account statistics and display them in with the totals.

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Include Legacy/Manual Statistics. Select the check box to include statistics that have been manually entered and modified or are still part of the Legacy system.

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ACCOUNT FUNCTIONS – EMAIL

The Email Activities screen appears at various points when you double-click on an email address. For example, the screen appears when you double-click on the account email address on the Account screen, or when you double-click on the contact's email address on the Contact screen. It also appears when you select the Email button on the Activity Search screen.

The Opera user wishing to open this screen must have an email address associated with their Employee profile.

At the top of the screen, the name of the account, activity, or contact is displayed, along with the system assigned ID number.

To send an email, provide the following information and select the Send button. The screen provides the following information:

From. Auto fills the email address of the Opera user opening the form. This field may not be edited.

To. Auto fills with the email address on which you double-clicked if you access this screen from the Contact screen or Account screen. You may edit this field.

Notice that if you access this screen from the Account screen, the list immediately to the right shows any contacts associated with an account, Highlight an address in the list and select the < button to move the address to the appropriate recipient field. Add as many email addresses, as you like.

CC. If you wish to send a copy to another email address, enter the email address here. Add as many email addresses, as you like.

BCC. If you wish to send a "blind" carbon copy, enter the recipient's email address here. Add as many email addresses, as you like. The recipient(s) listed in the BCC field will be unaware of any other recipient(s) of this email message, regardless of whether the other recipients are listed in the To field, the CC field, or the BCC field.

Subject. Enter the subject of the email. Text Area. In the text area, enter the message. Buttons

Attach. Select this button to add attachments to the email message. You may select from a list of attachments you have sent previously, or you may choose new attachments.

History. Review the history of this email, including when it was sent, when it was resent, and full text of each version, and attachments.

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Select the History button from the Email Activities screen to display the Email Sent Out List screen for the associated account, contact, or activity. The account name, contact name, or activity name and ID number appear at the top of the screen.

This screen lists original instances of messages and any follow-up resends or modifications to the originals.

As you highlight each message displayed in the grid, the text of the highlighted message appears below the grid. If there are attachments to the message, select the Attachments button to display them.

Button Options

New. Create a new email message.

Resend. Immediately resend the highlighted message.

Details. Display the original of the highlighted message. The message cannot be edited.

Select. Open the highlighted message to be edited and sent as a new message.

Attachments. Display attachments to the highlighted message. (Unavailable if there are no attachments to the highlighted email message.)

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7.

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MORE FIELDS

The Profile screen More Fields tab provides an area, which your property can customize by adding fields that do not appear elsewhere on the Profile screen. Your Opera system administrator can add and delete fields from the More Fields tab using the Opera Screen Painter feature.

Default Profile Routing Instructions

When creating a new reservation or when editing an existing reservation, Opera allows you to attach default routing instructions to the reservation if default routing instructions have been configured for the contact, company, agent, and source profiles attached to the reservation. To make routing instructions available from a contact, company, agent, or source profile, the Routing Instructions field may be screen painted on the Profile screen More Fields tab. Use this field to select the transaction codes that will be routed to a separate Billing screen window when the profile is attached to the reservation. ´

In addition, the Auto Populate check box may be screen painted on the Profile screen More Fields tab if the

Reservations> Auto Population of Routing Instructions application parameter is set to Y. When this check box is selected, the routing instructions auto-populate to reservations received from an interface (e.g., an Opera Web Services interface). If multiple profile routing instructions are populated to the reservation, one is automatically applied to the reservation based on a preset hierarchy.

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EAME OPERA S&C APPLICATION PROFILES

8.

- S

TATISTICS

&

INFO

The Stats & Info screen offers a concise summary of stay and revenue statistics for the current profile. To access this screen, select the Stats & Info tab from the Profile screen. This summary is available when the Profile>Statistics application function is set to Y.

The end-of-day processes update statistics: Generate Reservation Statistics and Calculate Historical Information.

Search Criteria

Property. Select the down arrow to choose the property or properties for which you wish to see statistics. (This field is available when the OPP MHOT Multi-property PMS add-on license code is active, or when the OPR <version number> ORS license code is active.)

In Multi-property PMS environments, the Property list of values that appears when you select the Property

down arrow shows those properties that are designated as alternates in the Property Details Multi-Property setup for the login property. (The alternates must also designate the login property as one of their alternates.) You may select one or more of the listed properties to see the statistics related to the chosen property or properties. In addition to the base OPP_MHOT Multi-property license code being active, the OPP_MHT2 (Multi-property Cross Reservations and OPP_ MHT3 (Multi-property Cross Revenues) add-on licenses must be active in order to include stays and revenue statistics from the alternates in the multi-property cluster.

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EAME OPERA S&C APPLICATION PROFILES

tatistics Fields

ollowing is a description of the information available on this screen. oints to keep in mind:

s. sed).

r e routed-to reservation or PM. The Room Nights and Reservation Nights are associated with the original reservation.

ocessing. Statistics for Last Year are totals for the previous calendar ear (January 1 through December 31).

S F P

I The Profile Stats & Info revenue data does not include the current day's posting l Revenues posted to passerby are included (once the business date is clo l Revenues posted in AR are included (once the business date is closed).

l Data associated with legacy and manually entered reservations and revenues are included.

l When transactions are routed to another room or to a PM (posting master), associated revenue are reflected only unde th

Statistics displayed in the This Year column are profile totals for the current calendar year, up to and including the date of the most recent end-of-day pr

y

Sharing may affect how certain of these statistics are to be interpreted. See How Sharing Affects Statistics, below.

ys.

se Rooms. Number of stays that did not include an overnight. The guest checked in and checked out on the same

f revenue generated by the guest. This total matches the sum of Room Revenue, F&B ions. Revenue is counted as room revenue if its transactions. Revenue is counted as F&B revenue if the

ctions. Revenue is counted as extra revenue if the

ay Use Res. Number of day use reservations, including reservations where the guest was sharing a room.

file is you specify here appears. How restricted accounts are to be handled is

nguage (for account profiles

er properties. From the AR Account Number screen you an view and edit existing accounts or set up new AR account.

Room Nights. Number of overnight sta

Arrival Rooms. Number of stays.

Cancel Rooms. Number of cancelled reservations.

No Show Rooms. Number of no-show reservations.

Day U date.

Total Revenue. Total amount o

Revenue, and Extra Revenue.

Room Revenue. Revenue attributable to a room charge transact

associated transaction code has a Lodging transaction type. F&B Revenue. Revenue attributable to food and beverage associated transaction code has an F&B transaction type. Extra Revenue. Revenue attributable to taxes or other transa associated transaction code has an Other transaction type. Non Revenue. Monies taken in which are attributable to taxes.

The following statistics are incremented regardless of whether or not the guest is sharing. Res. Nights. Number of nights, including any nights where the guest was sharing a room. Res. Arrivals. Number of stays, including stays where the guest was sharing a room.

Cancel Res. Number of cancelled reservations, including reservations where the guest was sharing a room.

No Show Res. Number of no show reservations, including reservations where the guest was sharing a room.

D

Status Fields

Restricted. Select this check box to indicate the account is on a restricted list. When a settlement is made to this account, or when the account profile is selected for a reservation, a message, specified in the Rule field, appears. Rule. If the Restricted check box is selected, when a settlement is made to this account, or when the account pro selected for a reservation, the message

determined by your property.

Language. Select the down arrow to choose the preferred language for this profile. The default is the language selected in the Profile screen Language field (for individual and group profiles), or the property base la

and for individual and group profiles for which a language has not been explicitly selected).

AR No. Accounts receivable number, if one has been assigned to this profile for the property. If the AR>Account Number Mandatory application parameter is set to N, and the profile has an AR account, AR appears in this field. Select the down arrow to see a list of AR accounts for this profile at oth

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EAME OPERA S&C APPLICATION PROFILES

e of the number of room nights that can attributed to this agent, source, or group . Estimate of the total revenue that can be attributed to this agent, source, or group annually. (For formation only.)

For Company, Travel Agent, Source, and Group Profiles

Potential Room Nights. Estimat

annually. (For information only.) Potential Revenue

in

For Source and Travel Agent Profiles

Bank Account. Bank account to be used for processing of commission payments for this travel agent or source. Se the ellipsis button to open the

lect ce commission payments. (Bank account information is

t field. commission code can be changed by editing the bank

formation on the Profile Commission Details screen.

Profile Commission Details screen. You may use this screen to set up and edit bank account information for disbursement of travel agent and sour

configured in Configuration>Commissions>Bank Accounts.)

Commission Code. Commission code that has been selected for the bank account identified in the Bank Accoun

The commission code refers to a set of rules for calculating commissions. (Commission codes are configured in Configuration>Commissions>Commission Codes.) The

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EAME OPERA S&C APPLICATION PROFILES

9.

- S

ALES INFO

The Sales Info tab appears on Profile screens belonging to company, travel agent, and source profile types. The screen may be used to provide information that is useful to sales managers in handling the account and for sales-related reporting on the account.

The following information is shown on the Sales Info tab. The LOVs (List of values) can be single or multi-select. Single select LOV– only one value can be selected, multi-select LOV – more than one value can be selected.

Priority. Select the down arrow to rank the importance of this account to the property. The level of importance is based on the operational standards of the hotel. The priority level (e.g. LOV.Single-select LOV.

Rooms Potential. Select the down arrow to categorize this account's room-revenue generating potential for your property. Rooms’ potential is an annual estimate of the number of sleeping rooms this account will book. Some hotels also like to include Catering revenue potential in this field. Multi-select LOV.

Scope. Select the down arrow to identify the region where this account's business originates. Many accounts that you have in your database do not produce local business; rather their business is directed to properties abroad. Multi-select LOV.

Scope City. Select the down arrow to identify either the account's headquarters city or the city where the account generally uses one or more of your properties. Some hotels like to enter their sister hotels here to specifically select these. Multi-select LOV.

Action Code. Select the down arrow to specify how you would like to service this account. Servicing specifications (Christmas Card, General Managers Luncheons, Fashion Parades, Sales Calls Only) can be very specific or general. Very often the Action codes are not used on account level, they are rather used on contact level because you send mailings to specific people and not accounts. Multi-select LOV.

Business Segment. Select the down arrow to specify the type of business generated by this account, for example, Government, Corporate, Rack, Wholesale 20%, etc. Multi-select box.

Account Type. Select the down arrow to specify the type of account this is, for example, Local Vendor, Corporate Domestic, Corporate International, etc. Single-select box.

Source. Select the down arrow to qualify how this account came into your portfolio of accounts, for example, sales call, trade show, referral, etc. Multi-select LOV.

Industry Code. Select the down arrow to choose the industries with which this account is associated. Multi-select LOV. Competition Code. Select the down arrow to specify which other hotels or hotel chains this account uses. With this information you are able to become proactive in ensuring that competitors do not consume your accounts' available revenue. Multi-select box. LOV.

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EAME OPERA S&C APPLICATION PROFILES

10. C

ONTACT

P

ROFILES

– S

EARCHING FOR A

C

ONTACT

To avoid duplicates, always search for a contact first before creating a new contact profile. To perform a search, define your search criteria then select the Search button.

Certain search criteria fields will only display results when information is selected in another search criteria field. For example, the Postal Code fields will only display results if the country is selected in the Country field.

Indicator Lamps

Lamps (indicators or notations) may appear in the lower part of the screen to alert you about information that pertains to the reservation (See Indicator Lamps for a complete list and details).

Search Criteria

Account Name. Enter the name of an account or select the ellipsis [...] button to go to the Account Search screen. Last Name. Enter all or the first part of the contact's last name.

First Name. Enter the contact's first name.

Contact ID. Enter the unique system-generated ID number for the contact. The whole number must be entered to find the correct contact.

Contact City. Enter all or part of the name of the contact's address city. Country. Enter, or select the down arrow, the country the contact is from.

Keyword. Type in the keyword that is relative to the contact you want to search for.

Owner. Select the down-arrow to choose the owner whose contacts you wish to see. You can choose one or more

owners for the contact.

Relationship. Select the down arrow and choose a relationship type to search for a specific relationship that applies to the contact.

Active Only. Select this check this box to search for active contacts only. Un-check the box to search for both active and inactive contacts.

Contacts Only. Select this check box to search for contact profiles only. Un-check the box to search for both contact and individual profiles.

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EAME OPERA S&C APPLICATION PROFILES

Communication. Different information can be entered into this search field. Partial phone numbers or email addresses may be entered that are associated to the contact. For example, if the user is searching for a contact that has the phone number 123-4567 associated with it, they could search on the whole or partial number. Same with email addresses, the whole or partial email address can be entered to search for contacts.

Filter Name. (Available if the General>Filter Search application function is set to Y.) Select the down arrow to choose a filter to be applied to this search. Filters may be used to return only those contact records that meet certain predefined conditions.

Postal Code Range. Enter in the postal code range to display the contacts that fall within the two postal codes. If only the starting postal code is entered, then all postal codes from that one entered will be displayed in the results. And if only the second postal code is entered, then all postal codes up to the one entered will be returned in the results.

When the Country field does not have a country selected in it, then the postal code range is not accessible. Search Results Grid

Account Name. Account with which the highlighted contact is associated. This field is view only. Name. Contact's last name.

First. Contact's first name.

Country. Contact's address country. City. Contact's address city.

Address. Contact's street address.

Position. Contact's business title or position. Department. Contact's division or department.

Phone. Contact's primary phone number.

Owner. Sales manager who is responsible for this contact. Relationship. Relationship between the account and contact.

Active. An X in this column indicates that the contact is active. If the column is blank, the contact is inactive. Type. Profile type: C for contact or I for individual.

Function Buttons

New. Create a new contact. If you are accessing this screen from the account Profile screen Contacts button, the contact address fields will be populated with the account address information.

Edit. Display the highlighted contact for review or editing.

Delete. If you have the permission this button will be available to you. The contact that you have displayed will be deleted. A prompt will ask you to confirm the deletion. It is generally preferable to make the contact inactive rather than deleting the contact. To do so, un-check the Active check box on the contact Profile screen main tab.

Activities. If you wish to review or add activities for the highlighted contact, this button will take you to the Activity Search screen.

Block. If you wish to add a new business block to this contact or search for an existing business block, this button will take you to the Business Block Search screen.

Options. Display the Contact Options menu.

Extract. Right click on a contact in the search results grid to select it for a mailing. A context menu appears. Select the Mailing Selection option to highlight the selected contact. Then click on the Extract button. This action takes you to the Attachment screen where you can choose a template to create a single letter merge from the selected contact. Sync. (This feature is available if the OPS <version number> Opera Sales & Catering OPS PIM Outlook Interface add-on license is active.) Include the highlighted contact in your Outlook contacts list using Microsoft Outlook® - Opera synchronization. Available when Outlook Integration is installed and the Contact Search screen has been accessed from the Outlook View screen.

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EAME OPERA S&C APPLICATION PROFILES

11. C

ONTACT

P

ROFILES

– C

REATING A

N

EW OR

E

DITING A

C

ONTACT

Every contact profile automatically also creates an individual profile which then will be used when the contact stays at the property him/herself. The individual profile is directly accessible from the contact screen.

The field at the top of the Contact screen shows the primary account with which the contact is associated. If there are multiple accounts, select the drop down arrow to see a list.

The contact profile and the individual profile share Address Information and Communications information. Property. Select the down arrow to choose the property for which you wish to see this profile's property-specific

information. Property-specific information includes details such as Last Room, Last Rate, and Last Visit. Rate Code and

AR Number may or may not be property-specific, at each property's option. Your login property is displayed by default. (This feature is available if the OPP MHOT Multi-property add-on license is active.)

Address Information

Last Name. Ensure upper and lower case is used appropriately and the spelling is correct.

First/Middle Name. Optionally, you may enter a middle name or middle initial in the field to the right. Ensure upper and lower case is used appropriately and the spelling is correct.

When editing the last or first name of the profile and that guest has future reservations, then the following screen is displayed to confirm that you want to modify the name associated to all of the future reservations.

Select the OK button to change the name of the guest associated to all of the listed reservations. Selecting the OK button will display a confirmation prompt. Select Yes to make the changes or no to cancel them.

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EAME OPERA S&C APPLICATION PROFILES

Position/Department. The position or job title of the contact. To the right you may enter a department or division of the company with which the contact is associated.

Envelope Greeting. The way you address the contact on a mailing label or the outside of an envelope. Salutation. The form of address used for this contact at the beginning of a letter.

Address Type. A letter indicates the type of address displayed (for example, B for Business address, L for Billing address, etc.).

Address Information. Enter the contact's address (mailing address, city, postal code and extension, country, and state). You may select the ellipsis button to open the Address list to create multiple addresses. If multiple addresses are created, select one as the primary address. The primary address displays on the Profile screen with the address type (shown in blue: for example, H = Home, B = Business, O = Other, S = Shipping) next to it. The default primary address type is set by the Profiles>Individual Address Type application setting.

If the Profiles >Quick Address application function is set to Y, entering the Country and the Postal Code

information will autofill the State and City fields for US and selected other addresses. Internal Information

Owner. Sales manager responsible for this contact. Open the sales manager drop down list and select a sales manager code. Sales manager codes are defined by each property or property chain. The description of the code appears to the right of the field.

Territory. (This feature is available when the OPS <version number> Sales & Catering license code is active.) Select the down arrow to choose the sales territory to which this contact belongs. Territory codes are defined by each property or property chain. See Territory Codes for details.

Trace Code. (This feature is available when the OPS <version number> Sales & Catering license code is active.) Select the down arrow to choose a trace code for this account. Traces may be used to automatically generate activities based on defined conditions, such as a change to a specific profile data field. See Traces Definition for details.

AR Number. (This feature is available if the OPP<version number>Opera PMS license is active.) An accounts receivable number, if one has been assigned to this contact. (Select AR>Account Maintenance to add an AR account to a profile.)

Central AR No. (This feature is available if the OPR <version number> ORS license code is active.) Accounts receivable number assigned to this profile at the CRO level.

Active. Select this check box to indicate whether this contact profile is active or inactive. The default is active. If this contact becomes inactive, or if the account with which the contact is associated becomes inactive, un-check this box. Generally, contacts should be made inactive rather than being deleted. Turn contacts inactive, for example, when their account turns inactive or when they are no longer responsible for hotel bookings at their company. When contact is inactivated, a reason field is displayed and it is mandatory that the user enters a reason, from the LOV, as to why the contact has been inactivated.

Personal Information

Birth Date. The contact's date of birth. Enter a date or select a date using the calendar tool. Communications

Use these fields to enter telephone numbers, email addresses and/or web addresses for the profile. Select the down arrow to choose the type of communication (e.g., Home Phone, Business Phone, Cell Phone, Fax, Email, Web, etc.). Then type the address in the field to the right. To add multiple communication addresses of a type (e.g., two business phone numbers or two email addresses), select the ellipsis button. Only one communication address belonging to each communication role (i.e., phone, fax, email and web page) may be designated as a primary communication address. For example, even though there are three business and home voice phone numbers for an individual, only one can be the primary phone number if all are assigned to the phone role.

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EAME OPERA S&C APPLICATION PROFILES

12. C

ONTACT

P

ROFILE

– M

ORE

F

IELDS

The Profile screen More Fields tab provides an area, which your property can customize by adding fields that do not appear elsewhere on the Profile screen. Your Opera system administrator can add and delete fields from the More Fields tab using the Opera Screen Painter feature.

13. C

ONTACT

P

ROFILE

– S

TATISTICS

& I

NFO

The statistics provided on the contact screen only show the number of room nights and revenue, the contact him/herself spent at the hotel. It does not take into consideration the number of room nights he/she booked for the property.

This Year. The total room nights, total stays, cancellations, no shows and total revenue for the current year. Last Year. The total room nights, total stays, cancellations, no shows and total revenue for the previous year.

Potential Room Nights. The estimated annual room nights for the Contact.

Potential Revenue. The estimated annual room revenue for the Contact.

Commission. The percentage on the total revenue the company should receive, if applicable. Tax ID. The tax number for this profile.

Folio Instructions. The type of charges the company will pay for when a reservation is made for a guest that is attached to this profile. These are property specific and you can select more than one folio instruction per profile.

Special Fields. Specific check-in messages for guests’ reservations attached to this profile. The messages will display when the guest checks in. The options are Special (The default message is WARNING, and the guest is allowed to pay with restrictions.) and Normal (There is no message and the guest is allowed to pay on normal terms.).

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EAME OPERA S&C APPLICATION PROFILES

14. C

ONTACT

P

ROFILE

– S

ALES

I

NFO

The Sales Info screen provides the following information

Scope. The region from which this account's business comes. Many accounts do not draw local business but pull from abroad or interstate. Regions can be set up to be specific and/or general.

Scope City. Select the down arrow to choose the account headquarters city or the city where the account uses one of your hotels.

Influence. Select the down arrow to choose the level of importance of this contact within their attached account.

Business Segment. Select the down arrow to choose the market segment to which this contact belongs.

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EAME OPERA S&C APPLICATION PROFILES

15. P

ROFILE

O

PTIONS

The Profile Options work the same on all 7 types of profiles. Please find below a table which options are available on which type of profile.

Option Individual Contact Company Agent Source Group

Attachment: Work with

mail-merge files.

Changes: View a record of user

activity.

Commission: Process

commissions payments.

Credit Cards: Maintain credit card

information.

Delete: Delete a profile.

Enrollment: Work with loyalty

enrollment options.

Future: Manage details of future

reservations.

History: Show detailed historical

stay statistics.

Lookup:Search for profiles in an

external system.

Memberships: Show guest's

loyalty programs.

Merge: Combine duplicate profiles. When the

Profiles>Restrict Profile Name Change After Folio Creation application parameter is set to Y, the this button is inactive as the merge of profiles would take on a new name and aProfile name can't be modified after a folio or invoice has been generated for the Payee and/or Guest when this parameter is active.

Neg. Rates: Set up negotiated

rates.

Notes: Attach notes to the profile.

Overview: Review revenue for

accounts.

Preferences: Set up and manage

preferences.

Privacy: Allows a guest to choose whether or not to receive

promotional information, mailings, etc.

Relationship: Create relationships

between profiles.

Requests:Request information

product be sent .

Subscription: Receive profile

updates from OIS.

Virtual No.: Set up DID phone

numbers.

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EAME OPERA S&C APPLICATION PROFILES

The Options menu provides access to additional functionality associated with the account from which the menu is accessed. (Which buttons are available to you depends on the features configured for your property and your user permissions.)

Attachment. Select this button to go to the Attachments screen. The Attachments screen allows you to select and create files that can be used for data extract mail-merges or for other purposes. (Available when the Profiles>File Attachment application function is set to Y.)

Changes. Select this button to go to the User Activity Log that shows changes made to the account profile.

CIS History. Select this button to access the CIS History Summary screen, a year-by-year overview of stay information for the current profile. The summary includes booking activity at all properties. "Drill down" features allow you to focus in on a specific year, a specific property, and individual stays. (Available if a CIS database link has been established and identified by the Profiles>CIS Database Link application setting.)

Credit Cards. Select this button to go to the Credit Cards screen. The Credit Card screen allows you to add, edit, and delete credit card information associated with the profile. (Available when the Profiles>Profile Credit Card application function is set to Y.)

Delete. Select this button to delete the account. You cannot delete an account that has active reservations associated with it.

Extract. Select this button to perform a data extract from the Opera database. Use the results to create mail merges, reports, mailing labels, etc.

Future. Select this button to go to the Future Reservations screen. The Future Reservation screen shows upcoming reservations for the account. (Available when the Profiles>Future application function is set to Y.)

History. Select this button to see the Stay History, Revenue History, or Comp Revenue history for the account. (Available when the Profiles>History application function is set to Y.)

Merge. Select this button to search for and merge duplicate profiles to keep the Opera database trim. Neg. Rates. Select this button to create and edit negotiated rates for the account.

Notes. Select this button to review, modify, or add notes to the account profile.

Overview. Select this button to access the Revenue Overview screen, a concise picture of business originating from the selected account for any period of interest. (Available when the Profiles>Account Overview application function is set to Y.)

Potential. This button takes you to the Potential Search screen or, if there are no Potentials for the account, to the Potential screen where you may create a new potential for the account. (Available when the General>Potentials application function is set to Y.)

Preferences. Select this button to go to the Preferences screen where you may associate preferences (such as favorite room type, desired room features and floor location, choice of wine and newspaper, etc.) with the current profile. Relationship. Select this button to set up and edit relationships for this account. Relationships define the associations between and among individuals, companies, travel agents, groups, sources, and other entities in Opera.

Print. Select this button to go to the Account Reports screen.

Subscription. Select this button to set up and modify OCIS subscriptions. Information synchronization takes place automatically when the profile has an active subscription with the OCIS database.

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EAME OPERA S&C APPLICATION PROFILES

PROFILE OPTIONS – ATTACHMENTS

The Attachments screen lists the templates, available for you to use in creating mail merge documents, and other documents, such as photos or contracts, that you wish to make available from various points throughout Opera. To search for an attachment, enter the description, or the first part of the description, of the attachment you wish to use in the Search field and select the Search button.

Highlight an attachment and hold down the left mouse button to display the file size in bytes. The size should not exceed 2 MB.

Click on NEW to attach a new document, enter a file description – the name you would like to save the document under, select the drop down button by select file and navigate to the location where you saved the document, click open and upload.

Click on EDIT to edit or view an attachment.

To delete an attachment, highlight attachment and click DELETE. PROFILE OPTIONS – CHANGES

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EAME OPERA S&C APPLICATION PROFILES

PROFILE OPTIONS – CREDIT CARDS

The Credit Card screen allows you to add, edit, and delete credit card information associated with the profile. Entering credit card information for an individual, account, group, or source profile using the Credit Card screen saves effort and eliminates re-keying errors. Once information has been entered here, it can be quickly accessed from other areas of Opera such as reservations, billing, accounts receivable, and elsewhere. For example, providing you have entered the guest's credit card information u