Opera Customer Information System Guide. Version 2.0 January 2011

Transcription

1 Opera Customer Information System Guide Version 2.0 January 2011

2 Contents Opera Customer Information System: What is it?... 2 Using the Lookup Feature... 2 Information on the Profile Screen... 4 Central Comments... 4 Subscription... 5 Processors Not Running... 6 Logging In: Restarting Processors... 6 Checking Messages: Transmitting Guest Data... 7 Checking Messages From ORS... 8 Checking Messages To External... 9 OCIS Profile Standards Proper Casing Standard Abbreviations Support

3 Opera Customer Information System: What is it? The Opera Customer Information System (OCIS or CIS) is separate from the Loyalty program, Easy Rewards by AmericInn SM. However, using OCIS profile standards will help the Loyalty program run smoothly and ensure the accuracy of the information being shared between properties. OCIS is a central database located at the AmericInn Corporate Office in which properties can lookup and download the profiles of Easy Rewards Members who have not stayed at their property, but have stayed at other AmericInn properties. Using the Lookup Feature The Lookup feature provides a way for properties to access profile information for an Easy Rewards Member who has stayed at other AmericInn locations. The Lookup feature should be accessed during the reservation process if the member s profile is not located in the property s own Property Management System (PMS). 1. Once a room type and rate have been selected and the user is in the Reservation screen, select the profile button ( ) and enter the guest s last and first name and select Search 2

4 a. If the correct guest profile is in the PMS, always use this profile instead of searching the OCIS: select Ok to use the highlighted profile b. If the correct guest profile is not in the PMS use the Lookup option to search OCIS. 2. Select the Lookup button Information may default from previous screen: delete if necessary a. The Number field designates the guest s Easy Rewards number, and is the preferred way to search b. If you do not have the guest s Easy Rewards number it is recommended to use at least 3 fields to search for best results, example: Name, First Name and State or Postal Code 3. Select Ok to search the central database. Matches to the entered criteria will then be displayed a. If a match is found, choose the correct guest from the list and select Download to retrieve information i. If multiple profiles for the same correct guest display choose the profile with the Membership No. if available (be sure to verify the guest s number) ii. If none of the profiles listed display a Membership Number have the guest verify their information in order to select the correct profile b. If profile is not found, or correct guest is not found, select Close and New to create a new profile for the guest: select Ok to continue and complete the reservation. 3

5 4. Make necessary changes to the Profile screen (if any) and select Ok to save and return to the Reservation screen. a. The guest may have multiple addresses and communication types (phone, , etc.) attached to their profile. This will be indicated by the red Addresses and Comm. lamps on the profile screen. Click the lamp to display and change to the correct Primary address or communication type if necessary. Information on the Profile Screen Central Comments Creating Central Comments in the Notes field of the Profile screen now allows for important guest information to be passed along throughout the brand with the guest s profile, and helps properties to become America s Welcoming Neighbor. The purpose of Central Comments are to transmit information, such as guest preferences, that other properties can find helpful for accommodating a guest s needs and providing an extra level of service. This field is not intended for negative comments about the guest. 1. Select the notes button ( ) in the Profile screen and select New 4

6 2. Change the Note Type to Central Comments 3. Unselect the Internal check box: this allows the comment to pass with the profile to other AmericInn properties 4. Enter a comment Title 5. Populate the blank field with guest information, preferences, or other special comments > Ok Subscription The red Subscription lamp in the PMS displays your property, which is the current location for that profile. Every profile in your system will display a subscription lamp. The central database tracks all subscriptions related to a single profile, or in other words every property the profile has been downloaded to. 5

7 Processors Not Running When logging into Opera if the user receives one to three pop-ups showing the Upload, Download and Lookup Processors are not started, the Opera Reservation System (ORS) Service should be restarted. This could be caused by an internet communication issue. 1. Log onto the server and select the Services icon 2. Scroll down to Opera Interface for ORS and select Restart in the top left 3. Verify the service displays Started If the user still receives pop-ups after the service is started, the Processors may need to be manually restarted within ORS (see Logging In: Restarting Processors) Logging In: Restarting Processors If the processors do not restart once the service has been restarted, the Upload, Download and Lookup Processors can be manually restarted within ORS. 1. To log on to ORS select OXI from the main Opera login screen 2. When the Opera Login window pops-up select the drop down arrow next to Interface and select ORS > Ok > select Login 6

8 3. To manually restart Processors: a. Go to Interface Status > Start/Stop Process > select Stop All b. Select Refresh until all three Processors display Stopped c. Select Start All > Refresh until all three Processors display Running Note: Restarting the processors may take several minutes Checking Messages: Transmitting Guest Data Guest profile and stay information is transmitted to OCIS through messages through ORS. Properties can ensure guest data is being successfully transmitted by promptly restarting processors when they are down and checking messages on a daily basis to reprocess any failed messages. Messages are not kept indefinitely: failure to reprocess a failed message can result in failure to accurately credit points to a guest s Easy Rewards Account. 7

9 Checking Messages From ORS 1. Select OXI button from main log-in screen 2. Select Interface Status and Message Status 3. Select drop-down arrow next to Interface ID and select ORS 4. Select drop-down arrow next to Message Status a. If SUCCESS: [leave messages; they will purge automatically] b. If WARNING: [leave messages; they will purge automatically] c. If FAILED: highlight FAILED, select Search and Reprocess: contact AmericInn Technology Systems Support ( ) if the message continues to fail **Messages should be checked a minimum of once each day **Caution: Do not purge any messages from the external system 8

10 Checking Messages To External 1. Select tab 2: Messages TO External System 2. Select the drop-down arrow next to Interface ID and select ORS 3. Select drop-down arrow next to Message Status a. If READY: highlight READY, select Search; a few ready messages are ok but if you have several (more than 10) messages sitting Ready Stop/Start your processors. See Restart Processors for ORS section b. If PROCESSED: [leave messages; they will purge automatically] c. If RESULT SUCCESS: [leave messages; they will purge automatically] d. If WARNING: [leave messages; they will purge automatically] d. If FAILED: highlight FAILED, select Search and Reprocess: contact AmericInn Technology Systems Support ( ) if the message continues to fail **Messages should be checked a minimum of once each day **Caution: Do not purge any messages to the external system. 9

11 OCIS Profile Standards Thresholds have been set up to help merge matching profiles as they flow through the system. Adhering to OCIS profile standards will help this process flow more smoothly and accurately and ensure a guest s profile is kept up to date with all stay information. Proper Casing Although using ALL CAPS or all lowercase will not prevent a profile from merging, neither option is professional. Use proper casing when entering and editing a guest s profile (first letter capitalized; all remaining letters lowercase). Standard Abbreviations One of the criteria looked at when merging profiles is the guest s address. Although Street, St. and St all stand for the same thing, the system merges on letter-by-letter matches. This means that although 123 Robert Street matches 123 Robert St the system will suspend these profiles until a system monitor manually merges the profiles. Recommended abbreviations include standard two to three letter codes with no periods. Below is a list of the most common address and profile words and their abbreviations to help the system match profiles automatically. Description Abbreviation Description Abbreviation Description Abbreviation Apartment Apt Extension Ext Road Rd Avenue Ave Heights Hts Room Rm Boulevard Blvd Highway, Freeway Hwy, Fwy Route Rte Center Ctr Lane Ln Street St Circle Cir Parkway Pkwy Suite Ste Court Ct Place Pl Terrace Ter Drive Dr Post Office Box PO Box Trail Trl North, South, East or West N, S, E, W Phone # Format First, Second, etc. 1st, 2nd, etc. 10

12 Support AmericInn Technology Systems Support Failed messages will not reprocess Micros Support ORS Service or Processors will not start (after 15 minutes) Easy Rewards by AmericInn SM Member Services Help accessing Easy Rewards by AmericInn SM website for discretionary point awards, voucher redemption, etc. Questions about Easy Rewards by AmericInn SM Questions about guest points