OPERA – Job Aid

Op e ra PMS Do wn t ime Pro ce d ure s – 05 Fe b ru a ry 2019

Opera PMS Downtime Procedures

During a conversion or planned downtime, properties will experience a
scheduled Opera outage. During this time there will be no access to
Opera for guest information, posting, or other transactions. This Opera
PMS Downtime Procedures Job Aid highlights several activities that will
need to be completed prior to, during, and post downtime to ensure
the continuity of operations.

Audience
This action/task should be completed by: Operation Downtime Coordinators (FD, Housekeeping, F&B)
and Front Desk Staff.

Required Action
The guidelines below should be used in conjunction with existing downtime procedures to manage the
downtime experienced during a planned Opera maintenance or upgrade activity and during an
unplanned outage. This will ensure that Front Office operations are run effectively, and guest service is
not negatively impacted.

Benefits & Implication

Adequate downtime preparation ensures the property will be ready to successfully maintain the
continuity of operations through manual processes when Opera is not available.

Task
Review all sections below to understand how to prepare for when Opera is not available.

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Best Practices
• The guidelines below should be used in conjunction with existing downtime procedures to
manage the downtime experienced during a planned Opera maintenance or upgrade activity
and during an unplanned outage.
• Planned downtime
o Print Express Check Out folios and deliver to guests prior to departure with a note
explaining either the preliminary nature of the bill or if allowed by law the use of the
folio as an Express Check Out option.
o Set up a one-time use Voicemail box to have guests call down and checkout over the
phone
o Properties that do not deliver folios due to “green status” should deliver during the night
to decrease lines at the front desk in the AM
• Planned or unplanned downtime
o Assign a specific experienced associate per department to handle the downtime
activities, this way there is one point of contact for each department and shift
o Have an excel spreadsheet created with your hotel Room Numbers, Room Type, Guest
Name, Confirmation, and 7 days that can be used to input Guests names
▪ Alternatively, after pre-blocking has been completed run the B180 Room Plan
(resroomplan) for a 7-day date range
o Deliver unread messages to guest rooms
o Use Registration Cards where available to note guest’s pertinent information during the
manual check in as well as pre-register all guests who have not yet arrived
o Print Traces

General
During any PMS outage, it is important to record all information related to changes of a guest record. A
few examples of these changes are listed.
• Extension or early departure of a guest reservation
• Change to a room status
• Items posted or removed from a guest folio

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Preparation
The following activities, where applicable and possible, should be completed ahead of any planned or
unplanned PMS downtime.
• Oracle Password Restricted Access (Conversion Activity Only)
• Properties will be introduced to Oracle resources who will be performing required tasks
using logins provided by the properties
• The information below should only be given to your assigned resource
• Assigned Resource
• Assigned Resource Phone
• Obtain passwords for Opera Supervisor, Oracle Database, and Opera Server
Administrator
• Passwords will be needed by Oracle resources to perform their necessary set up and
configuration items before turning over Opera to the Property Coach.
• Oracle Supervisor
• User Name
• Password
• Oracle Database
• User Name
• Password
• Opera Server Administrator
• User Name
• Password

• Ensure that email Auto Forwarding Rules are turned on for emails from [email protected]
and [email protected] for associates who utilize PMS as this will be the standard
notification email for the outage
• This email will provide critical updates during a planned or unplanned downtime for
hosted hotels
• Create a GM’s Master File and location for a copy of all reports, paperwork processed, and supplies

• Credit Card swipers; Credit Card Vouchers; manual posting vouchers; highlighter pens;
Post-it notes; emergency guest room keys; labeled trays for Check-in, Check-out, and
Manual Postings

• When known, inform hotel associates about the date, start time, and projected end time for the
outage

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• Meet with Downtime Coordinators for Housekeeping and F&B

• Establish process steps for Housekeeping and F&B outlets
• Review manual room status update process
• Review steps for POS checks posting and handling
• Assign and train a Front Office Downtime Coordinator
• This role will need to be assigned each shift that there is an outage
• Sales and Catering

• Ensure that the following reports are saved as a pdf for backup:

• Activity Report; Rooms Forecast; Availability Report; Business Block Short List;
Daily Event List; Weekly Event List

• Run any other property specific Sales and Catering Reports as needed

• Train Night Auditors to Break Out the House for Housekeeping Task Sheets

• Run an arrivals report for each day for the next three days, prior to a planned outage

• Plan activities that can occur early for a planned outage

• Prepare to run End of Day early

• Printing folios (Batch Folios)

• Ensure staff has access to external Mobile Dashboard to monitor any changes or
requests that come for a Mobile Registered Guest

• Have necessary logins to open and close interfaces as needed

• Base Tier internet; Guest Telephones; in-room entertainment

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Day Before Scheduled Downtime

These activities will assist the operation in the event of planned downtime.
• PM Shift
• Review Mobile Dashboard and prepare for their arrival
• Pre-allocate rooms for remaining arrivals and pre-encode keys for Vacant Inspected
rooms
• When possible, pre-allocate rooms for next day arrivals and pre-encode keys for Vacant
Inspected rooms
• Ensure that all room statuses are up to date in the PMS
• Balance inventory for the next four days
• Overnight Shift

• Complete pre-registrations, if applicable

• Run End of Day at least 1 to 2 hours prior to system going down

• Budget time wisely to allow for sufficient time to run all reports

• Unless otherwise noted, you should run two copies of each report; one for the
Downtime Coordinator and one for the GM Master File

• Report names listed are the Rep File name in Opera

• Print Downtime reports and file

• Print 2 copies of folios for today’s departures

• Place one at Front Desk and one in GM’s Master File

• Break out the house and create Task Assignment Sheets for Housekeeping

• Print Task Assignment Sheets and Room Reports

• Print the following reports:

• 3 copies of hkroomstatusperroom

• Displays rooms grouped by status (Dirty/Inspected) and occupancy

(Occupied/Vacant)

• Distribute to Downtime Coordinator, Housekeeping, and GM’s Master

File

• 4 copies of gibyroom (sort by room)

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• Distribute to Front Desk, Telephone Operators, Downtime Coordinator,

GM’s Master File

• 4 copies of gibyroom (sort by name)

• Distribute to Front Desk, Operators, Downtime Coordinator, GM’s

Master File

• 2 copies of guest_ledger

• 2 copies of folio_details

• Displays detail folio charges for guests

• 4 copies of res_detail (sort by name)

• Displays arrival details for selected guests

• Run by arrival date for current business date and separately for the next
two business dates

• Display: Packages; Payment Methods; Room Number; Share Names;

Routing Instructions; Accompanying Name; Preferences; Membership
Type; Membership Level; Traces; Notes

• Distribute to Front Desk, Operator Downtime Coordinator, and GM’s

Master File

• 3 copies of ginopost

• Displays guests with no posting allowed

• Distribute to F&B Downtime Coordinator, Front Desk, and GM’s Master

File

• 3 copies of finpkgallow

• Displays guests with package allocation and amount

• Distribute to F&B Downtime Coordinator, Front Desk, and GM’s Master

File

• 3 copies of Mobile Arrivals from the Mobile Dashboard

• Displays mobile registered guests

• Check back periodically to the Mobile Dashboard for updated guest

arrival information

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• Distribute to Downtime Coordinator, Front Desk, and GM’s Master File

• Print additional reports used in your operation as required

• Close Cashier

• Ensure all users are logged off Opera

• Monitor email communication for downtime updates

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During Downtime Activities (Scheduled or Unscheduled)

During the PMS downtime, Opera will not be available and associates should not attempt to log in until
receiving confirmation that the application is fully up by their Downtime Coordinator
• If scheduled, the Start and Estimated Downtime activity should be posted in the Front Office
• If unscheduled, use the following guidelines to assist the operation managing transactions and the
guest experience
• Payments
• Cash

• Cash paying guests must receive a receipt

• The Cash Payment Analysis sheet must be completed for all cash payments to
ensure all are accounted for in the PMS when it comes back up
• Credit Card
• Credit card authorizations taken manually must be recorded on a sheet and
securely locked in the cash drawer during an upgrade.
• Monitor credit card authorizations and manually obtain additional charges as
needed
• Miscellaneous
• Record all miscellaneous/market items on Misc Analysis sheet. This sheet will be
used to post charges (Laundry, Business Center, etc.) into the PMS once it comes
back up. Ensure that associates write legibly as this may be the only opportunity
to capture this piece of guest information.

• Interfaces

• Review property strategy for opening and monitoring of Interfaced guest amenity
options

• Ensure staff is aware of how to open and close interfaces on demand

• For guests who check in, the interfaces must be manually opened (HSIA, Telephone, etc.)
unless the property has determined to follow a different approach such as opening all
interfaces prior to arrival

• Credit Card interface: follow your existing procedures for handling, processing, and
destroying records once the PMS is back up

• For guests checking out, use your Call Accounting system to identify charges that must
be manually posted to the guest account

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• HSIA charges will need to be posted manually after the upgrade

• F&B checks will need to be processed as agreed on property with F&B and Rooms
leaders.

• Refer to the Interface Supplement for additional information

• Downtime Coordinator

• Maintains house list of Vacant, Occupied rooms along with their status

• Maintains regular communication with Housekeeping Coordinator and Rooms Controller

(if applicable)

• Responsible for filing all documentation

• Ensures the accurate recording of all transactions

• Housekeeping Downtime Coordinator

• Maintain room status communication with Downtime Coordinator

• Communicate any Room Status discrepancies

• Advise Housekeepers of any Early Departure rooms

• F & B Downtime Coordinator

• Ensure that all outlets have No Post guest lists

• Ensure that all postings are processed according to property standards using the
appropriate settlement key in the Point of Sale (POS).

• Immediately communicate Room Charges for guests Due Out to Downtime Coordinator

• Reconcile all Checks at the conclusion of the shift, communicate all remaining Room
Charges

• Manual Check-in Process

• The check-in process should follow all normal procedures and SOP’s (i.e. confirming
details, using guest name, recognizing Loyalty membership, etc.)

• Locate guest name to register

• Recognize them as a member in our Loyalty program

• Confirm details of reservation

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• Promptly record any changes to the reservation on the Registration form

• If not already assigned, assign room using list of available rooms based on the guest
requests

• Verify Room Number is Vacant and Ready for occupancy

• Record credit card manually on the Credit Card Authorization form

• Obtain and record manual authorization for their stay in an amount that satisfies your
property credit SOP (Standard Operating Procedure)

• Encode Room Key

• As needed, open all related interfaces

• Place completed registration documentation in the Check-in tray and communicate any
changes or updates to the Downtime Coordinator

• Communicate that the guest has been checked-in to the appropriate team member to
turn on interfaces (ex. Telephone, HSIA, etc.)

• Manual Check-out Process

• The check-out process should follow all normal procedures and SOP’s (i.e. confirming
satisfaction of their stay; offering assistance; etc.)

• Locate preprinted folio for the guest

• Verify if any charges were consumed via F&B outlets, Call Accounting, or HSIA

• Update total manually as applicable

• Confirm method of payment and record as appropriate (Cash; credit; etc.)

• Verify guest email address and advise final folio will be sent with updated receipt when
system comes back

• Give the guest a preliminary copy of their folio

• Advise Downtime Coordinator if the room is an early departure

• Communicate as appropriate so that Housekeeping is aware the room is now vacant

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After Downtime Activities

The application has come back up and there are several activities that must be completed before
users can log into the Marriott Opera PMS. The staff needs to continue to work manually until all
tasks have been completed. Let them know that once the PMS is online, all the work done has to
be updated in Opera. Therefore, only the Downtime Coordinator should use the Marriott Opera
PMS until the manual tasks below and any property specific tasks have been completed.

Note: Should a downtime be associated with a system upgrade, the user rights may have change
in Opera. As a result, the following must be performed by a Super User

Downtime Coordinator should lead and manage the effort to complete the following tasks:
• Check interfaces and create a test reservation. The property should continue to operate manually
until all has been tested, check outs are completed, and guests are checked in.
• Post Manual Charges and reconcile
• Review interface postings, charge as needed in the PMS, and reconcile
• Complete all manual Check-ins and any updates to individual reservations based on their registration
form
• Complete all Reservation Changes for In-House or Due-In guests
• Complete all Check-Outs
• Engage Director of Security and/or Director of Finance to destroy manually recorded
credit card transactions

• Bring interfaces back online with the PMS

• Some interfaces may post charges to the room number in which they occurred

• Review your property’s specific interface behavior

• Review Diverted Charges to your Lost Interface account and reconcile against guest
records

• Test Key, Phone, Entertainment, HSIA, F&B interface with a test reservation

• Update reservations, allocate rooms, and check-in all guests who manually checked-in during the
downtime

• Once the above and any other property specific tasks are completed, advise users they can log in

• Recognize and celebrate the accomplishment and contributions of your team

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General Property Interface Supplement

The following information is offered as a supplement to the Downtime Procedures provided. Please
review your own property interface set up and ensure steps are in place to handle the posting and
reconciliation of interfaced charges once the PMS comes back online.

Point of Sale (POS) / Micros /Simphony

• The POS should still be operational and able to process orders, they should settle all checks to the
relevant off-line payment code

• F&B should take closed checks to the Front Desk for posting in Opera when system is back

• Front Desk staff should file the checks behind the registration card

• For cash & credit card payments, F&B should bring these to Front Desk with the cash deposit and
credit card vouchers at the end of the shift

• Totals for all deposits must be entered on the cash analysis sheet

• Front Desk designate should file these for posting once Opera is back

Call Accounting
• Call logging and voicemail should still be operational through your phone switch and call accounting
system, but check-in or check-out messages will not be received to or sent from Opera

• Call Accounting should be cleared down prior to the upgrade; this will then clear down interface logs
so that a new full report can be printed once the upgrade has been completed and any call charges
can be manually posted in Opera

• Downtime Coordinator, Rooms Controller, or Telephone Operator should manually turn on their
guest room phone once the registration card is completed and received from the Front Desk

• No call charges will be automatically posted to a guest room during the outage

• Guests who are checking out should have their room checked in the Call
Accounting system for any potential outstanding charges

Follow End of Day processes with your Call Accounting system once the PMS is back online so that
telephone call charges can be manually posted

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Guest Internet (HSIA)

• HSIA should still be operational during the downtime

• Properties will need to determine to either only open the base tier HSIA without requiring Guest
Room validation or turn on the HSIA as each guest requests or registers

• If Tier 2 or greater is available for guest selection during the downtime, the charges from HSIA will
not automatically post to the room. Further, when the PMS comes back online the charges may not
post to the room.

• Hotel will need to post all charges manually once Opera and the interface are operational

• A manual posting report should be printed from HSIA and cross referenced against Transaction Code
posting after reconciliation

Minibar
• Auto unlocking of the minibar as part of check-in will not be available

• Minibars will need to be unlocked manually via the minibar PC if the guest has
established incidental charge credit

• Items removed from the minibar in this situation will require manual posting.
Automated posting will not be available during down time.

• Hotels should print off a manual charge report from the minibar terminal and manually post and
reconcile any charges to the guest’s account once Opera is up and running

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Guest Room Entertainment

• Accentic/QUADRIGA etc. may still be operational during the upgrade

• All properties should check with their iT or Engineering leaders for functionality available during
interface downtime

• TV Welcome message: ensure this is deactivated and configured to not send messages during the
scheduled or unscheduled downtime with some buffer time

• Guests’ names will not display

• Guests will be unable to review their bill

• Guests may be able to watch Pay-TV

• Once the PMS has come back online, a report must be printed from the TV system so that movie
charges can be posted manually and reconciled

Credit Card Interface

• PCI Compliance is a critical item for the property

• Credit card interfaces will be unavailable during the upgrade

• For guests checking in, a manual swipe of the credit card should be taken and this should be stored
securely in the front desk cashiers float

• Pre-Authorization

• Follow local manual procedures

• Once the PMS is back online and the card information has been entered in the PMS, this information
must be destroyed

• The Director of Security or Director of Finance should be present for the destroying of
the manual authorization forms

• Under no circumstances should the credit card number be recorded on the back of the registration
card

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MISC CHARGES
Receipt No. Room or Guest Name Amount Type Description or
PM # Reference

TOTAL

Type: Laundry; Newspaper; Parking

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CASH PAYMENTS

Receipt Guest Room or PM Transaction

No. Name Acct # Type

Total

Type Options:
Room Deposit; Misc Item; Market; Bar; Restaurant; Parking

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