OPERA PRODUCTS

OPERA Reservation System

OPERA Reservation System (ORS)is at the heart of the hotel industry's first enterprise-wide inventory and reservation management system.
ORS is designed for seamless integration with the entire OPERA product family - the OPERA Customer Information System (OCIS), the OPERA Property Management System, OPERA Sales and Catering, and OPERA Sales Force Administration. ORS offers central reservations agents and global sales staffs the tools to maximize bookings and increase revenue in any size chain or multi-property environment.

ORS easily handles all types of reservations - individual, group and party, company, travel agent, multi-legged, multi-rate, and waitlisted.

Key Features

Global Perspective:
ORS supports multi-currency and multi-language features to meet the requirements of global operations. Rates and revenues can be dynamically converted from the local currency to any other currency. The appropriate language for guest correspondence can be automatically determined by the guest’s profile language; during the reservation process, key information such as the property, room, and rate descriptions can be displayed in multiple languages. Country-specific address formats are supported.

Automatic Rate and Inventory Controls:
Rate structures can be set up for individual properties or for groups of properties, or for chains. Multi-level rate and inventory controls make inventory management easier and increase profitability. Rates and room types can be automatically restricted based on percentage occupancy, minimum stay through, arrival date, and more. Agents can easily determine best available rates for any length of stay. To maximize property revenues, ORS also supports interfaces to major yield management systems.

Full Reservation Functionality:
Agents making reservations with ORS can easily handle complex operations such as routing instructions and split charges, shared reservations, frequent flyer and loyalty program memberships, negotiated rates and rate discounts (percentage or fixed amount). Multiple advance deposit requirements and cancellation penalties may be applied to reservations with ORS; deposit transactions automatically transfer to the property.

Group and Block Features:
Creating and managing group and block reservations is as easy in the ORS environment as it is using a stand-alone hotel PMS. Room blocking, rooming lists, room sharing, deposits, tour series and other group booking features are handled by ORS.

Sales Flow Control:
The flow of the Sales process is customisable by the chain or property. ORS operations can be optimised for any operational environment. Dynamic global messaging, selling scripts and closing scripts guide the agent through the selling process. Agents can easily change or cancel existing bookings and move bookings to different properties or dates anytime prior to check-in.

Multi-Property Rate Display:
The ORS availability display can show rates, room types and packages for one property or for multiple properties. Agents can easily re-query for alternate dates when the requested dates are not available. Colour coding throughout the sales screen lets the agent see at a glance why a property, room, or rate might be unavailable.

Efficient Searching:
Conveniently search for room availability across properties and chains. By entering just a few criteria, agents can narrow a property search. Searching can be controlled by one or more criteria, including property name, city, region, property features, property type (e.g., 3-star, 4-star) package elements, attractions, rate range, and so on. Property information displays are comprehensive, with details on transportation services, restaurants, and amenities, etc. Area maps and images of the property can also be provided. ORS automatically logs the original search criteria and whether the call resulted in a booked reservation or a turn-away.

Reports and Logs:
ORS offers dozens of standard reports that provide extensive data for analysis and management of CRO and property performance. Activity logs maintain an audit trail of reservation and profile related activity for each agent.

Channel Management:
Hotels and chains can review business volume by channel and open or close channels based on channel, property, rate, or room type. Much of the channel management set-up information is pre-configured to make it easy to get started.

OPERA Customer Information System

OCIS, the OPERA Customer Information System, gathers and manages guest, travel agent, source, group, and company profile data in a central database that can be shared by multiple properties.

OCIS collects demographic information (mail and email addresses, phone numbers, etc.), complete stay details, production data, and revenue statistics. In addition, the OCIS Memberships module supports virtually any type of “frequent flyer” or loyalty program.

OCIS can be used strategically by the hotel or chain to support Sales efforts and to enhance customer relationship management.

Key Features

Seamless Integration with Other OPERA Systems:
As part of the OPERA family of products, OCIS is completely interoperable with all OPERA products including ORS, SFA, PMS, S&C, OWS, and GDS.

Multiple Addresses, Phone Numbers, etc.:
An unlimited number of mailing addresses, email addresses, phone numbers, membership IDs, etc., may be associated with each profile. Specific contact information may be designated as “primary” for the profile.

Centralised Memberships Program Management:
Membership program administration features automatically collect stays, nights, and revenue data from PMSs for administration of programs. OCIS Memberships supports bonus points and promotions, monitors membership tier qualifications, and tracks award point consumption.

Profile Subscriptions:
Profiles are kept up to date through out the chain through a sophisticated subscription module. Subscribed profiles may be managed centrally and by designated local properties.

Profile Relationships for Rate Entitlements and Commissions:
Affiliations between guests and companies, agencies, groups, or sources can be recorded in guest profiles to allow the guest to access negotiated rates. Agents and source profiles may be configured to specify commissions to be paid when the profile is associated with a reservation.

Advanced Match and Merge:
Hotel chains can minimize profile duplicates by using the Match & Merge feature. Customisable merge rules can be configured to determine whether or not possible duplicate profiles should be automatically merged, remain as separate profiles, or manually reviewed.

iCIS:
This front-end application offers guests and administrators an ID and password secured self-service Web interface to OCIS. Using this interface they may update their profiles and check their membership account status.

OPERA Web Suite

OPERA Web Suite is an integrated family of web applications designed to extend access to the OPERA database using Web technology. Together with the OPERA Enterprise Solution products - including OPERA Property Management System, OPERA Sales and Catering, and the central reservation systems - the OPERA Web Suite delivers a fully integrated, single-image, enterprise inventory system.

OPERA Web Suite connectivity offers hospitality businesses the tools to maximize bookings and increase revenues by bypassing GDS and switch fees and linking guests, corporate accounts, and travel agents directly into your PMS, S&C or ORS system. OPERA Web Suite applications can be integrated seamlessly with your hotel or chain website.

Overview

he following applications are part of the OPERA Web Services product line:

• Web Booking Engine UI

• Web Services

• Gaming Interface

• Enterprise Activity Scheduler (EAS)

• Alternative distribution System (ADS) Interface

OPERA GDS Interface

OPERA GDS Interfacelinks the hotel’s OPERA database and the global distribution systems (GDSs) and Web booking engines (WBEs) through a third-party switching company. The GDS Interface provides seamless connectivity so that real-time general and detailed availability can be provided by OPERA to the GDSs and the WBEs.

The GDSs, which are used primarily by travel agents and tour operators, can then make, change, and cancel bookings with OPERA properties, while the WBEs can allow Internet users to make, change, and cancel their own reservations. Rate updates and restrictions may also be passed from the hotel’s OPERA database to the GDS hosts via the OPERA GDS Interface.

The OPERA GDS Interface has been designed to adhere to the very strict time constraints that govern GDS messaging.

OPERA Sales Force Administration System

OPERA Sales Force Automation is a central Sales support tool for the hotel chain’s regional or national Sales team. SFA features are designed to maximize sales for the chain at large, regardless of where the business may materialize.

SFA’s lead handling module communicates prospective business to selected hotels. When running as part of an OPERA PMS multi-property complex, SFA staff may view inventory and book directly into participating properties. SFA is fully integrated with OPERA’s central reservation system, ORS.

Key Features

Lead Management:
SFA communicates prospective business as leads that are sent to selected chain properties based on customer preference and hotel features. Hotels running OPERA Sales and Catering or PMS can receive leads directly into their systems. Fax and email may also be used for lead sending. Hotels without OPERA can receive and answer leads via the Web Lead Reply feature. Reports are provided for lead analysis.

FIT Contracts:
This set of features assists Sales staff with negotiating contracts and monitoring production. OPERA PMS’s extensive rate handling features may be used to define bulk discounts and to subscribe rates to participating hotels. FIT Contracts also tracks materialization of negotiated contracts.

F&B Meeting Agenda:
This tool lets Sales capture high-level meeting and food and beverage requirements, even if they are vague and subject to change. The F&B Meeting agenda gives lead recipients the catering details needed to respond to a lead.

Multi-Property Interaction:
When SFA is configured as part of a multi-property hotel complex running OPERA PMS and Sales and Catering, SFA staff can view sleeping room and function space availability across all properties in the cluster. SFA users can book directly into a property using the standard OPERA PMS and S&C business block.

OCIS Integration:
SFA and the OPERA Customer Information System (OCIS) share the same profile database. SFA/OCIS integration allows SFA users to search for company, travel agent, and source profiles in OCIS and create new OCIS profiles. Through SFA’s integration with OCIS, SFA has access to chain-wide production statistics and business materialization details.

OPERA Revenue Management System

An Industry Benchmark in Hospitality Revenue Management

OPERA Revenue Management Systems (ORMS) enjoys unique status as:

• A product in the OPERA and Fidelio product suites that allows us to pioneer new integration strategies that drive innovation and cost
  savings for you

• A separate division that allows us to focus on market needs, product research & development, and creating interfaces to the dominant reservation systems

As the leading provider of revenue management solutions, ORMS has earned hundreds of customers worldwide by delivering substantial incremental revenues from existing demand. ORMS maximizes profitability by increasing 4% - 12% of revenue per available room (RevPAR). In the past, ORMS offered three different products known as TopLine™ PROFIT (TLP), TopLine™ PROFIT enterprise (TLPe), and TLP.Net.

We are pleased to announce ...

... that we now offer only one consolidated and versatile product called OPERA Revenue Management
System, which can be customized for:

• A single independent hotel as a client server system

• A big or small hotel chain, casino resort group, or a time-share resort group as a 3 tier distributed enterprise system

• A subscription based ASP configuration for all of the above

ORMS is designed to meet the needs of your establishment. No matter what the size and scope of your business operation – single site or geographically dispersed in multiple locations, limited service or multi property complexes, casinos or time-share units - we have the ideal solution for your business.

MICROS Systems, Inc. is a global multinational corporation with a healthy balance sheet. Money is continually invested back into research and development in order to make our systems leaders in the marketplace. Most importantly, MICROS has a reliable support and dealer infrastructure worldwide.

Product Overview

Enterprise Solution Goes Global, Maximizing Profitability Internationally

ORMS is a fully interfaced yield management solution that has been successfully deployed in the market for over a decade. Be it a single property, a hotel chain, a casino resort group, or a time-share resort group, ORMS is the most comprehensive yet simplified and low cost solution worldwide. With scores of properties using ORMS’ true transient stay pattern management and group forecasting/optimisation solution, we are rapidly and continually enhancing our product features to keep abreast with the latest market trends and needs. ORMS is an industry benchmark in hospitality revenue management.

ORMS is the world’s first distributed, enterprise-class system for revenue management. ORMS’ unique capabilities offer the following to hotels, casinos and time-share units of any size and scope:

• The ability to install, run, upgrade and maintain the software and hardware centrally for small/big chains

• The ability to formulate and execute revenue management strategies locally at the property level
• A Java thin graphical user interface (GUI) that replaces the old explorer style client-server interface

• A more intuitive set of Windows style drop down menus to enhance the user experience

• Requires fewer resources, which speeds up response times

No wonder ORMS is the preferred choice of the finest hotel chains and time-share groups worldwide such as Starwood, MGM Mirage, Shell Vacations, Carlson Hotels and many more. In addition, ORMS has been tested and installed in chains with over 100,000 rooms. Hundreds of properties globally are already running on a centralised or a client-server ORMS system.

The cornerstone of ORMS enterprise is a distributed application architecture, which provides all properties within a chain with centralised revenue management and group sales for multiple properties, and simplified implementation and upgrades.

A Pay-As-You-Go ASP Solution with All the Benefits
This solution is ideal for small business operations because of its affordable pricing structure, flexible payment plans, and no additional hardware requirements. The ORMS.net application is identical to the ORMS product except that it is hosted remotely and is accessed using virtual client technology and an internet enabled import/export program that delivers the required data from the PMS to the central server, and delivers revenue management controls back to the PMS over the internet. The beauty of ORMS.net’s modular design is that you only pay for the time period and the revenue management features that you want. This makes ORMS.net a more economical and easy to implement solution for hotels that have less IT and Revenue Management support on site.

Industy Expertise Makes The Difference
ORMS’staff includes the industry's most highly qualified consultants, trainers, research scientists, software developers, and support specialists. These seasoned professionals understand the daily operations and issues that hotels/casinos/time-share units face, and use this knowledge to provide powerful end-to-end solutions to the ORMS customers.

Technology That Drives Results
ORMS solutions bring together the industry's most sophisticated tools for forecasting, analysis and rate quotation in a fully integrated easy-to-use design. ORMS solutions guide transient reservation agents and group sales managers in offering a variety of rates and dates that maximize revenue per available room. It also promotes cross-selling for casino-resort, and time-share resort and hotel chains.

ORMS seamlessly interfaces with most major PMS, CRS and S&C systems eliminating duplicate entry of data and reducing training time. At the heart of the ORMS solution is an accurate and automatic forecasting model, which continually updates the interfaced rate quoting reservation systems. Our world class systems use automatic trend recognition and historical data to dynamically forecast transient stay patterns and to optimise rates.

You Deserve the Best
We invite you to compare our solutions to other revenue management systems in the market. We are confident that you will choose an ORMS solution for its unsurpassed functionality.

ORMS offers...

• A track record of increasing RevPAR by 4% - 12% from existing demand

• An easy to use and scalable, Java based internet-enabled enterprise-class solution for hotels, casinos and time-share resorts of any size or scope. An affordable pay-as-you-go ASP solution with no additional hardware requirements is also available

• Re-forecasting and re-optimisation every hour

• The unique ability to generate multiple hurdles for various market segments, which includes, but is not limited to, stay pattern rate hurdles, GDS style hurdles and daily hurdles depending on your reservation system

• A stay pattern yieldable status, in addition to the fully yieldable and the non yieldable status assigned to rate codes in the reservation systems. This allows for effective management of last room availability and negotiated rate accounts

• Seamless distribution of yielded rates and availability to through the interfaced ORS (OPERA Central Reservation System) or to the distribution partners like the four GDS and some ADS that support Next Generation Seamless interface. In this way, yielded rates are automatically provided to the third party channels without manual entry. This eliminates substantial time and labour required for updating these channels

• Optimisation using all costs (e.g. distribution channel costs, package costs) and revenues (e.g. margins on package elements, strategic value of frequent guests) associated with a rate code configured in your reservation system

• Dynamic optimisation of rates and stay patterns, with automatic trend recognition capabilities

• A group optimiser that allows sales managers to easily quantify the benefits of group bookings

• Group booking points feature enables you to determine sales managers’ productivity, and devise an appropriate sales incentive program at the corporate or local site

• Automatic hassle-free upgrades of ORMS and ORMS.net clients without any effect on your daily operations

• Industry leading consulting and R&D staff driving ongoing feature enhancements

OPERA Property Management System

At the core of the OPERA enterprise solution is the OPERA Property Management System (PMS). Designed to meet the varied requirements of any size hotel or hotel chain, OPERA PMS provides all the tools a hotel staff needs for doing their day-to-day jobs — handling reservations, checking guests in and out, assigning rooms and managing room inventory, accommodating in-house guest needs, and handling accounting and billing.

The application is configurable to each property’s specific requirements and operates in either single-property or multi-property mode, with all properties in a complex sharing a single database. OPERA PMS is fully integrated with OPERA Sales and Catering, OPERA Gaming and Comp Accounting, OPERA Vacation Ownership System, OPERA Quality Management System, and the OPERA central systems - ORS, the OPERA Reservation System; and OCIS, the OPERA Customer Information System.

Key Features

Reservations:
OPERA Reservation features are integrated with other functionality such as profiles, cashiering, and deposits. This module offers a complete set of features for making and updating individual, group, and business block reservations, including deposit handling, cancellations, confirmations, wait-listing, room blocking, and sharing.

Rate Management:
An extensive set of features for setting and automatically controlling rates, for rate quotation, and for revenue forecasting and analysis are integrated into OPERA to create the most comprehensive rate management system in the industry. OPERA interfaces with the OPERA Revenue Management Systems and other major yield management applications.

Profiles:
OPERA profiles are complete demographic records for guests, business accounts, contacts, groups, agents, and sources. Profiles include addresses, phone numbers, membership enrolments, stay and revenue details, guest preferences, and additional data that make reservations handling and many other activities faster and more accurate.

Front Desk:
Arrivals and in-house guests are served using the Front Desk features This module handles individual guests, groups, and walk-ins, and has features for room blocking, managing guest messages and wakeup calls, and creating and following up on inter-department advisories, or traces.

Back Office Interface:
Revenue transfers, market statistics transfers, daily statistics transfers, and city ledger transfers can be easily made from OPERA to a back office system.

Rooms Management:
OPERA’s Rooms Management features handle all facets of room supervision including availability, housekeeping, maintenance, and facility management. The Queue Rooms feature coordinates Front Office and Housekeeping efforts when guests are waiting for rooms which are not immediately available for assignment

Cashiering:
Posting guest and passer-by charges (including taxes and other generates), making posting adjustments, managing advance deposits, settlements, checkout and folio printing are a few of the many activities handled by OPERA Cashiering. Cashiering accommodates multiple payment methods per reservation including cash, check, credit cards, and direct bill. In multi-property environments, guest charges can be cross-posted from any property in the hotel complex.

Accounts Receivable:
AR is fully integrated with the OPERA database and includes direct billing, invoicing, account aging, bill payments, reminder and statement generation, and account research. Old balances from external accounting systems may be entered.

Commissions:
OPERA PMS offers integrated features for calculating, processing, and following up on travel agent and other types of commission payments, either by check or via EFT.

Reporting: OPERA offers over 360 separate standard reports. Reports can be customized for each hotel and new reports may be created as needed using OPERA’s built-in Report Writer.

Fully Configurable:
Choice of OPERA features, system behaviours and priorities, and system-wide defaults are controlled by the property. User permissions determine which features may be accessed by each user and user group. Many OPERA screens may be customized by the property.

Global Perspective:
OPERA PMS supports multi-currency and multi-language features to meet the requirements of global operations. Rates and revenues can be dynamically converted from the local currency to any other currency. The appropriate language for guest correspondence can be automatically determined by the guest’s profile language; country-specific address formats are supported.

Hospitality System Interfaces:
OPERA PMS includes interfaces to hundreds of third-party hospitality systems including yield management, telephone and electronic switching, TV and video entertainment, key lock, restaurant POS, activities scheduling, mini-bar, and wakeup call systems.

OPERA Xpress:
OPERA Xpress offers a scaled-down edition of OPERA PMS for smaller properties or properties offering limited services. Based on the core OPERA PMS product, properties may choose the features they want from a menu of product options.

OPERA Xpress

OPERA Xpress is a slimmed-down version of the web-enabled OPERA Property Management System (PMS), Hotel Edition. It stands out because it allows you to design a property management solution suitable to your distinctive needs and budget.

You select the features you want from the OPERA PMS menu. You configure the screens according to your business processes, reducing costs by streamlining workflow.

You enjoy the savings from using one system across multiple properties. And because it’s based on the feature-rich OPERA PMS, OPERA Xpress can grow with you. Your guests experience the superior, attentive service they associate with the largest establishments.

OPERA Vacation Ownership System

OPERA Vacation Ownership Systemoffers specialized features for mixed-use properties that handle both condominium units and hotel rooms.

As part of the OPERA enterprise family, OVOS includes OPERA’s full complement of PMS features, plus vacation rental options such as contract-driven reservation management, automatic inventory rotation, on-demand and scheduled financial statements, recurring charges billing, and confidential owner access to unit information via the Web. A Dashboard screen guides the reservation agent through an easy reservation flow for owner reservations, unit rentals, and hotel room bookings.

Key Features

Contract Management:
Contract terms are the driving force for the system and can be configured individually for each vacation unit. Sales staff can negotiate different terms for each owner. OPERA then takes those contract rules and implements them throughout the ownership system. Each contract can specify recurring fees and per-reservation charges. The housekeeping schedule, also defined by the contract, is completely integrated with OPERA’s Facility Management and Housekeeping functionality.

Unit Rotation:
For fairness in making rental unit assignments, a configurable rotation points score guides agents when choosing a rental unit for the guest. Positive, zero, or negative points can be assigned to a unit based on revenue generated, number of nights occupied, or number of stays. Points can also be assigned for owner (non-revenue) stays.

Financials:
The OPERA Vacation Ownership System can be set up to automatically post recurring fees to the owner statement according to a defined schedule. Charges can also be levied based on reservations, and batch postings can be made to all or selected owners.

Web Access:
The OPERA Web Suite includes an OVOS Web interface that properties may use to provide owners with access to profile and unit rental information. Authorized users may book reservations using the Web interface.

Owner Statements:
Each property may configure owner statements that report unit rental activity, fees, and other charges. A 1099 report (US only) can be generated for each owner at year end.

OPERA Kiosk

OPERA Kiosk is the first hotel kiosk to combine the ability of guests to Check in and Out of their rooms as well as provide the ability to check in for flights. Utilizing the same self-service technology that already drives millions of airline passengers a year through airports, OPERA Kiosk will bring a new level of comfort and convenience to hotels and their guests.

Not only will OPERA Kiosk enhance guest satisfaction, it will also enhance employee satisfaction, by being an always on call "agent" to quickly service the needs of arriving and departing guests who want to quickly check-in or check-out.

OPERA Activity Scheduler

OPERA Activity Scheduler manage all facilities and activities at your hotel, health spa, golf courses & other leisure venues. Appointments can be booked quickly and efficiently as the system automatically finds available times and controls multiple services or qualified staff members where required.

Tracks all client information including service and retail history, staff notes and medical details, and enables a resort to provide every guest with an itinerary upon arrival. And as an integrated feature in OPERA, if a guests calls to cancel a reservation, all activities are cancelled as well.

MICROS-Fidelio Financials

MICROS Financials is an international solution that empowers organizations with a fully integrated, flexible e-business solution. It includes integrated ledger and full multi-currency support. Its full multi-dimensional analysis, extending across all modules, delivers powerful management information to the whole organization. OPERA Vision provides fast, adaptable ways to extract data from MICROS-Fidelio Hotel Systems.

OPERA Vision

Vision greatly enhances the already extensive functionality of Excel, enabling powerful reporting and presentation. Vision provides a dynamic link, by extracting real-time information from multiple tables in the MICROS-Fidelio Hotel Systems into a single Excel report, Word document, or Vision Executive report.

OPERA ASP

OPERA ASP from MICROS-Fidelio is aimed at the smaller independent hotelier who may not have the initial outlay required to install a good property management system yet still has the operating issues of a larger establishment.

OPERA ASP allows you to get on with looking after your guests by utilising the backbone of a globally installed PMS solution but at a price you can afford. By removing the need for onsite software, hardware and maintenance, MICROS-Fidelio gives you the chance to truly focus on your customers requirements.

All you need is a PC with an internet connection and you can have access to a world of solutions to help you run your business more cost-effectively and without the stress of maintaining complex technology. There’s no set-up fee and you pay for your services monthly!