OPERA TRAINING

FOR FRONT OFFICE

RESERVATION AND RATES
HOW TO DO A NEW RESERVATION
 CHOOSE THE RATE
Same room with same rate, different
Beding and smoking preference

What is availabale for sell

What is physically available

To check Item Inventory

Rate available
for walkin To see the rate with all
guest taxes included
Interdit a la
vente pour les To put why the guest didn’t
walkin. confirm the reservation
Tarif réservé
aux web et a la To confirm the rate and go
to the next step
réservation.

Rate Description with what

is included
 ITEM INVENTORY – CHECK AVAILABILITY OF EXTRAS BED
• WE HAVE THE OPTION TO PUT THE ITEM INVENTORY IN THE RESERVATION LIKE EXTRAS BED, CRIB…
• THIS WILL HELP YOU AND THE HOUSEKEEPING TO KEEP A TRACKING ON AVAILABLE EXTRAS BED.

Click Search
Choose the
Starting Date to display the
type of extras result
Choose House keeping
bed

Available
extras bed by
day.
 RATE INFO
Rate all taxes
included by night

Rate all taxes included

for the total stay

Package
included in
Description of the rate By clicking on details the rate such
with what is included you will have access to as : Breakfast,
further informations Dinner …

Taxes applied

Rate all taxes

included by
night
 TURNAWAY CODE
When a reservation is not confirmed you have to pick the option that will be used for statistical analysis
Additional option is to add comments to be more detailed

The guest doesn’t accept the cancelation rule

The guest was just asking for information
The guest doesn’t accept to give deposit for a guaranteed
reservation (when the deposit is required)

The guest found the rate too expensive and

couldn’t accept
 COMPLETE A RESERVATION

This where you

add the early
check-in fee and
the Extras bed
Contact name and Phone
fee to the
number or Email of the
reservation
person who sent the
reservation
Attachement is where you
gonna find the PO attached
by the Reservation
 HOW TO ADD PACKAGES IN THE RESERVATION
• TO ADD EARLY CHECK-IN FEE OR EXTRAS BED FEE YOU HAVE THE OPTION PACKAGE 
HOW TO SEE ATTACHEMENT
 HOW TO DO UPGRADED
• AN UPGRADE IS GIVING AN UPPER CLASS OF ROOM WITH THE SAME RATE AS A
LOWER CLASS ROOM.

When you change the RT to another room type a window will

appear asking you if you want to change the RTC also

If it’s not an upgrade you will choose « Yes » to change

also RTC.
RT : Room Type that RTC : Room To If it’s an upgrade you will choose « No » to keep the rate
of the first room type applied
will be occupied Charge that will be You will have to add
charged the upgrade reason to
Justify the upgrade
 HOW TO ADD OTHER PAYMENT METHOD OR OTHER CREDIT CARD NUMBER :
• THIS OPTION IS USUALLY DONE WHEN THERE IS A GUEST THAT BOOKED THROUGH A TRAVEL AGENT.

• THE TRAVEL AGENT SEND THE RESERVATION WITH HER CRECIT CARD TO PAY THE ACCOMODATION. BUT THE GUEST
HAS TO PAY FOR ALL INCIDENTAL CHARGES

You have the keep the first one as it’s has been send
by a travel agent to pay for the accomodation

By clicking in the samll box a new window to add

additional payment method

You can add different payment method or guest personal

credit card in the second line to pay for all extras
 DIFFERENT CATEGORY OF RATES
THERE IS DIFFERENT RATE CODE AND EACH RATE CODE BELONG TO A CATEGORY
OF RATE THAT HAS HIS OWN CONDITIONS.
1. INDIVIDUAL RATE (BOOKING OF LESS THAN 10 ROOMS):
• NON CONTRACTED : THIS IS THE RATES THAT ARE AVILABLE TO ALL THE GUEST
AND THEY ARE MANY THAT ARE AVAILABLE THROUGH DIFFERENT CHANNEL.
• CONTRACTED : THIS RATE ARE SPECIAL RATE OFFERED TO COMPANY WHEN
CONTRACTED AND THEY HAVE CONDITION TO BE MET BEFORE APPLYING THE
SPECIAL RATE.
2. GROUP RATE (BOOKING FOR 10 ROOMS AND MORE) :
THIS IS FOR GROUPS OF 10 ROOMS AND MORE AS THEY BENEFIT FOR A SPECIAL
RATE FOR THEIR BOOKING (SALES PART).
 NON CONTRACTED RATE
IN THIS PART WE HAVE MANY SOURCE OF RESERVATION :
1. HOTEL DIRECT : BY EMAIL, TÉLÉPHONE, FAX OR WALKIN SUCH AS BAR AND PACKAGES
2. BRANDED WEB : ADDITIONAL TO ALL THE RATE AVAILABLE ON HOTEL DIRECT WE HAVE SOME RATE
CODE AVAILABLE ONLY THROUGH THE HOTEL WEBSITE.

3. EXTERNAL WEB (ONLINE TRAVEL AGENT (OTA) : THESE ARE PARTNER THAT ARE SELLING OUR HOTEL
ON THEIR WEBSITE SUCH AS EXPEDIA, BOOKING.COM, AGODA. THEY ARE SEELING THE SAME PRICE
THAN OUR WEBSITE.YOU ARE NOT ALLOWED TO DO ANY CHANGE ON THIS RESERVATION. IF GUEST
NEED TO CHANGE SOMETHING HE HAS TO CALL THE TRAVEL AGENT TO REQUEST IT. SAME FOR
INVOICE, YOUR ARE NOT ALLOWED TO GIVE ANY INVOICE FOR BOOKING THAT CAME FROM TRAVEL
AGENT.THE GUEST HAS TO REQUEST IT FROM THE TRAVEL AGENT.
Important : there is two way of payment following each OTA. Below the details :
• Payment done by the guest to the travel agent, hotel charge the travel agent : guest has to pay the city tax plus all extras.
• Guest did the booking through the travel agent but the hotel will charge the guest directly : all rate code starting
with guest has to pay all the accomodation and all his extras.
Objective of the Front office : try to drive all the guest coming from these channel to book directly on our website or
through the fidelity program. Also stating that you can't do any change requested if the guest book through a travel agent
but it's possible throught reservation done through directly orthrough the hotel website.
 WHOLE SALE RATE
• WE HAVE ALSO SPECIAL RATE FOR INTERNATIONAL WHOLESALER. THEY HAVE
THE SAME LOGIC AS THE OTA WITH THE SAME RULE. YOU ARE NOT ALLOWED TO
CHANGE THESE RESERVATIONS AND TO GIVE DIRECT INVOICE TO THE GUEST.
• YOU WILL RECOGNIZE THESE RESERVATIONS WITH THE RATE CODE  
• THESE RESERVATION ARE PREPAID BY THE WHOLESALER. GUEST PAY ONLY FOR
EXTRAS.
• BECARFUL TO DO NOT REMOVE THE CREDIT CARD PROVIDED BY THE
WHOLESALER THAT WE HAVE TO CHARGE IN ORDER TO HAVE THE PAYMENT.
 GROUP RATE
• GROUP RATE ARE FOR  GROUP OF RESERVATION MEANING FOR 10 ROOMS AND
MOR THEY CAN GET A PREFERENTIAL RATE.
• SALES TEAM ARE THE ONE HANDLING THIS REQUEST WITH THE SUPPORT OF THE
RESERVATION TEAM TO ENTER THE ROOMING LIST IN OPERA.
• ALL THE GROUPE RATE HAS A SPECIFIC CODE
• YOU MAY RECEIVE SOME CHANGE REQUEST DIRECTLY AT THE RECEPTION. YOU
ARE NOT AUTHORIZED TO DO ANY CHANGE ON THESE RESERVATION WITHOUR A
PRIOR ACCEPTANCE AND IT NEED TO COME FROM AN AUTHORIZED PERSON.
 CREDIT CONVENTION (CITY LEDGER)
• THIS A DIFERENT CONVENTION THANT THE ONE STATED BEFORE WITH A
CORPORATE RATE. CREDIT CONVENTION OFFER THE POSSIBILITY OF A DELAYED
PAYMENT. ALL COMPANY THAT HAVE A CREDIT CONVENTION HAS AN AR
NUMBER THAT YOU CAN SEE IN THE PROFILE OF THE COMPANY

Company that has Credit Convention Company that has not a Credit Convention

A/R Number No A/R Number

THE PROCESS FOR COMPANY WITH CREDIT CONVENTION
• WE USE THE OPTION OF ROUTING TO AUTOMATE THE BILLING TO THE AR ACCOUNT OF THE COMPANY.
• TO APPLY ANY ROUTING IT’S MANDATORY FOR THE COMPANY TO SEND A PO (BC) STATING WHAT THEY
ARE PAYING FOR THIS GUEST.
• RESERVATION TEAM ARE THE ONE IN CHARGE OF APPLYING THE ROUTING. YOU SHOULD FIND IT IN THE
RESERVATION. YOU CAN RECOGNIZE IT AS IT’S A ROUTING TO THE AR AND NOT TO A ROOM.

Company What is Windows A/R

Name requested where AR Number
by the PO billing is routed to
regrouped
 ROUTING INSTRUCTION – ADDITIONAL
INFORMATION
• YOU WILL HAVE ALL WHAT WAS REQUESTED BY THE PO IN A UNIQUE WINDOW.
ALL EXTRAS THAT IS NOT IN THE COMPANY WINDOW HAS TO BE PAID BY THE
GUEST.
• DOUBLE CHECK THAT IT’S CORRECTLY POSTED BY CHECKING THE PO SEND FOR
THE RESERVATION.
• YOU WILL FIND THE PO ATTACHED TO THE RESERVATION. IF THERE IS NO
ATTACHEMENT CALL THE RESERVATION TO ASK FOR IT.
• ONCE EVERYTHING CONFIRMED YOU CAN DO THE CHECK-OUT OF THE GUEST ON
CL.some
Below PRINT THE
codes usedBILLING AND
in the routing : ATTACH TO IT THE PO. YOU HAVE TO DROP BOTH
FOLIO
Code AND PO TOGETHER.
Description Code Description
B&B Bed and Breakfast at the Feast Laundry Laundry
F&B F&B without Banquet (all outlets) MINIBAR Mini Bar
HB Half Board at Feast : Breakfast + Dinner Phone Telephone
FB Full Board at Feast: Breakfast + Lunch + Dinner RA Recreation Area
Full Fully charged to Company all F&B SPGAWD SPG Award