Tag Archives: Opera System

Opera Follow-Up From The SMERFE Sales Manager

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Four months ago the Property installed the Opera PMS & Sales & Catering Program.  At first I found it very hard to learn and it was a true struggle.  But now as a Sales Person I can’t do without it.

Similar to many other programs, it is window’s based and I’m finding that it is a great tool for yielding our rates and inventory.  But lets talk about inventory and rates for a moment.

The initial training of the Opera System was terrible.  These fellows should not of been trainers.  The Sales & Catering Training one month later was much better.

We found many problems with interfacing with Wyndham.  Rates were incorrect on their end and they were selling our parking packages and other rates at $35.00?  Although we figured it out quickly, many reservations had already been processed.  The complaints started coming through.  What are people thinking?  A $35.00 rate?  We sent all of these complaints to Wyndham to handle.

Still we have issues with rates and interfacing.  Finally through the insistance of my Director, we have a Wyndham Representative and an Opera Representative this week.  They are working on the issues.

Our rooms inventory hasn’t been interfacing since we switched over from MSI.  During the room demand that the MLB created with the Phillies winning, it was our chance to capture additional revenue and sell out.  But our inventory did not jive with Wyndham and the CRS was overselling….to what we believed.  Then we found out that we weren’t sold out at all and the rates that they were selling at were wrong too.  It was extremely stressful and it seemed like we had no control on our own rooms inventory and rates.

So much time was wasted and this problem effected every department.  So how good is Opera?  How did this happen?

The old MSI PMS system was not efficient for yielding rates or room inventory.  The system crashed on us a dozen times a month.  People were complaining and we were loosing precious accounts.  We were in need of a reliable system and my Management chose Opera.

It is nice as a Sales Person to have our S&M program connected with the PMS.  I’m finding it very helpful for my traces – our property used the old file card trace system before Opera – can you believe it?  I’m getting more familiar with it every day.

So if you have Opera or if you are getting Opera and you need some help send a comment.

Good luck!

Pure Energy

Catering Sales Manager & Opera Training

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Where do I begin?  I trained for Opera all morning.  Site inspection with lunch at noon.   Finally free at 2pm to find that nothing has been done with my bus tour that arrives at 5.  The desk is shorthanded and slammed.  The weather with the hurricane has sold out hotel out for tonight with crews and distress….we are an airport property. 

I made the key packets and a hunch told me to double check their rooming list.  The updated list  that I had given to the Reservation Manager was not updated.  She denied that she even seen it.  I couldn’t believe it.  We were all there when I handed her the list so why she plain out lied I will never know.  She updated the list while I checked my messages and emails.  The desk was so busy……it’s after 4pm and still no keys.  I’m biting my nails off. 

Thank God I did not have many messages so I was able to help out at the desk.  I just answered the phone.  That’s about all I know how to do with the new Opera System.

The area is panicking about the cancellations at the airport and delays.  We are a big distress hotel.  Our property boasts over 14 shuttle vans because we also own a secured parking lot on the same property. 

Distress Passengers are not the most friendly folks to come in contact with.  They have either just been bumped or they just sat on the tar mat in the plane for hours and hours.  Needless to say, they do not want to be at our hotel.  I can’t say that I don’t blame them.

There are so many airlines.  It is an accounting nightmare beyond hell.  Coding, posting, vouchers, payment, direct billing, pay on own…..can you imagine? 

The check-in line was out the door.  Enough was enough for me. It’s late and I had helped as much as I could.  I had to get out of there. 

The Catering Manager has been struggling with the new Opera System.  If you recall I mentioned that she does not even know the keys on a keyboard.  She’s a mature woman and has not used any computers nor has an interest in learning.  She’s a great Sales Person and people love her.  Not to mention that she had made it over 10 years now. 

All week I have watched her struggle to get through this training.  Today she was missing and so was my DOS.  I knew something was up.  Then the Food & Beverage Director asked to speak with her.  I finally nailed her down to let me know what is going on.  I am concerned. 

She told the Manager’s that she refuses to use the computer and that she will continue to write out her paperwork for the Administrator to enter.  They, knowing that she is an asset, have offered her another position as a Supervisor in the F & B Department.  This position is many hours and working until the early morning.  She is not interested in working until 2am working a million hours a week.  I’m not sure what is going to happen.

During all of this commotion the F & B Director give me a number of a women to call to make arrangement for to join her in a trade show this Sunday.  WHAT?  I’m thinking…..this is my last weekend off for 3 weeks with other trade shows and my MOD Shift?  I couldn’t believe that either!  What am I going to do?  Say no, I’m in Sales but I rather be home to do my laundry and my nails.  How can I not support the efforts?  So I have agreed to do it ~ 12 – 6pm. 

Well, enjoy your day and I hope the best for those properties who maybe hit with Ike.  Good Luck.

Pure Energy