QMS Features

The OPERA Quality Management System allows property managers to monitor and control any and all tasks that, when handled properly, support a guest's impression that they are staying at a superior property. From maintaining the appearance and comfort of a room, to responding to a request for an iron, to the handling of a complaint, task management and communication are key. These are the central applications of the OPERA Quality Management System. OPERA assists the property in improving the quality of its products: rooms, public areas, and guest services. In doing so, it helps the property maximize guest satisfaction, guest loyalty, and revenue.

With OPERA, management can create, view, accept, assign, and mark as completed all the work that needs to be done by any department and any individual in the property. Moreover, QMS will help the manager forecast, analyze, and schedule work. To simplify these efforts, all task management activities are handled from the QMS Task Navigator screen.

Multi-Language Functionality

As your work force becomes more diverse, the ability to communicate tasks and assignments also becomes more difficult. QMS allows for the translation of tasks into the employee's native language, resulting in a better performing property and increased guest satisfaction.

Additionally, you will be able to:

• Use many of the standard fonts to type letters in any European character set. Many of the fonts, such as Arial, Courier, and Verdana, have been expanded to support other character sets.
• View multilingual text in dialog boxes.
• Easily access language-specific symbols and letters by changing the font subset.
• Insert a date formatted according to the rules of the set language.
• Print documents formatted for the A4 paper size.

Task Navigator

The heart of the Quality Management System is the Task Navigator. The Task Navigator screen allows you to view action items at a glance.

Other distinguishing Task Navigator features include the following:

• Task Navigator options:
• List all tasks/complaints created by Executive Office.
• List all tasks/complaints assigned to Executive Office.
• List all tasks/complaints assigned to user name.
• List all tasks/complaints.
• A Task Navigator function allows you to switch the Task Navigator to History mode. In History mode, the Task Navigator displays in exactly the same format all tasks that have already been completed or canceled.
• The Task Navigator displays the following information for each job: master or sub task, status, taken-by user, date, time, response time, age, location, task/complaint.
• Each task has an indicator notifying you when a task exceeds response time.
• Each task has an indicator to show if a task originates from a guest or is linked to a room.
• Each task has a status code assigned. The following status codes are used: Underway, Assigned, Released, Cleared, Due, Overdue, Completed and Blank (means no action has been taken yet).
• Tasks that are Due appear in the Task Navigator based on a user-defined number of days prior to their due date. When the due date passes the task is assigned the Overdue status.
• Each task has a priority assigned to it. The system supports up to nine priorities. For example, Hold, Low, Normal, High and Critical. Based on the assigned priority, the task has an identifying color. For example Critical=red, High=orange, Normal=green, Low=white, Hold=blue, etc.
• We recommend that every task reported by a guest be assigned the highest priority.
• When a task is highlighted, the system displays additional information about the task in a text window and work notes.
• At the top of the Task Navigator is a menu and tool bar allowing you to access the Reports sub module of QMS.
• The following details can be viewed for each task: task type, master or sub, creation date/time/user, request number, department, work category, problem description location, notes, schedule date/time, work time and parts in progress, room status, pager notification status and assigned staff member.
• Each task is assigned a priority. On task creation this priority is automatically assigned based on a user-definable priority table. The Task Navigator checks and updates the priority of a task at user definable time intervals (see priorities later in this paragraph).
• If a task is highlighted you may activate the action menu (right mouse click). The action menu allows you the following functionality (depending on user permissions) relative to the highlighted task:
• Accept, Complete, Print, Print Preview, Asset Details, WIP, Release, Hold.
• Cancel, Assign, Priority, Split Task, Edit, Delete, Revert, and Close.
• When you log on to QMS as a staff member the Task Navigator shows only your outstanding or completed tasks. If granted permission, you may view other users' tasks.
• When you log on to QMS you only see tasks belonging to your department. Some property users may be allowed to see all work going on in the property.
• By default, the Task Navigator sorts tasks in order of work type (Quick Task first), then by priority, then by age in days.

Task Navigator Functions

To assist users in managing all tasks, the following functions may be executed from the Task Navigator:

Accept. A task may be accepted to indicate that a staff member is working on the task. The screen status becomes Underway and your name is assigned to the task. You can also accept a task through the Voice Task Manager (VTM) software.

Complete. You may complete a task by providing the time it took to complete the task, and the spare parts used. The task is marked Completed and disappears from the Task Navigator's listing. It reappears on the historical listing.

Controlling labor cost. Each task (Quick Task) can have a standard time requirement attached to it. At task completion you may choose to select the standard time requirement or enter the actual time required. The system stores this information for reports on man- hour cost and man-hour forecasting.

Release. You may release a task (so others may accept it later). If a task is released you are required to provide a reason for the release. The task's status turns to Released.

Assign. Tasks can be assigned to a specific staff member. The screen shows the name of the employee and changes the status to Assigned.

Print. User may print the highlighted task.

Split task. Tasks may be split into sub tasks. When splitting a task, the Create/Edit Split Tasks screen appears and all available information is defaulted by the system. You only need to add the sub task's description. On saving, the new task is displayed directly under the original task. The link is visible.

Search. You may search for specific tasks using the following criteria: Request Department, Guest Last Name, Assigned to Employee, Status, Work Category, Plant Item, Location, Search by #, Task Code, or Task Description. All matching tasks will be displayed.

Edit. This function may be used to correct or change a task.

Priority. Each task is assigned a priority based on a user-definable priority table, the OPERA room status, and the age of a task. Tasks will default to the customary priority unless otherwise specified in the priority tables. You may also define a time after which a task priority will be escalated. Priorities may also be assigned based on the OPERA room status. Each priority has a different color.

Work/Parts in Progress. While working on a task the staff member may enter work/parts in progress time.

Clone User. A special function is provided to help a dispatcher dealing with assigning and administrating large blocks of tasks. This function allows one user to simulate another user for the purpose of accepting, assigning or completing tasks; the cloned user retains their own user access rights.

OPERA Room Status. You can activate the following OPERA functions: room status and guest name, date of departure, guests in house, arrival list, departure list, control panel.

Create a Task

In OPERA all task types are created and dealt with in a single function and can all be viewed from the Task Navigator.

• You may create a new task (Quick Task) from the Task Navigator. The system defaults creation date/time and user name, task number, property, and department.
• You may create templates for standard tasks.
• The Task Navigator checks for duplicate tasks before saving.
• On saving the Quick Task, the system assigns a priority based on the OPERA room/guest status; it also allocates the task to a staff member on duty who is qualified to perform the task.
• On saving, if the parameter Task Auto Print is active the system will print the task to a designated printer.
• QT can be scheduled for a future date or time. The Navigator advance display for date/time may also be scheduled (through PC entry).

Quick Task from the Task Navigator

The Quick Task module is used by any staff member to report guest complaints, emergency maintenance needs or other situations that may require immediate action. The Quick Task module can also be executed from the Voice Task Manager (VTM).

In addition to the information required when creating a new quick task, you can enter the following information in different methods.

• You can report the Quick Task using the telephone, entering a numerical code for the reported problem. OPERA will offer a simple standard PBX interface.
• You can report the Quick Task using any PC linked to the network.

The following information becomes available after the Quick Task has been entered through one of the above methods:

• If the task/complaint is related to a guest room, the guest's profile last name is linked to the task.
• The New QT function provides a default creation date/time, user name, and task number.
• You must specify whether the Quick Task originated from a guest's complaint. Guest-related Quick Tasks should be given a high priority.
• You enter a description of the Quick Task.
• For telephone reporting, a 4-digit code is entered. The list of standard codes may be changed or enhanced.
• For reporting by the Task Navigators PC entry, you may choose to use a 4-digit code. You will be able to select the code from a pick list.
• The Task Navigator checks for duplication. If duplications exist, the Quick Task will not be saved.
• On saving, the Quick Task is automatically assigned a priority based on a user-definable priority table and (if a guest room) on the OPERA room/VIP status.
• You can view the status of the Quick Task at any time.

Create Plant Asset

The Create Plant Asset function allows you to establish a plant item. This plant asset will become part of the automatic maintenance schedule. Examples of plant assets included such items as air conditioners, boilers, heating units, rooms, and dishwashers.

Each plant asset requires the following four data entries:

• Plant Item ID.
• Plant Item Name.
• Type.
• Location.

You may view the Plant Asset History, including total maintenance cost YTD, staff hours worked, types of jobs performed on plant item, etc.

PBX (Telephone) VTM

The OPERA PBX Interface Voice Task Manager and Pager Task Manager (VTM/PTM)) module allows you to create a new task, acknowledge a page received or complete a task using any phone in the property. Key Elements are:

• Call property extension, and OPERA VTM/PTM lets you select options from a menu.
• Navigate using touch tone or voice response.
• Report a new task.
• Assign a task as Underway indicating you are working on the task.
• Clear a task indicating the task is completed but administrative follow up is required.
• Complete a task and enter the time it takes to complete it.
• Complete the task indicating the task has been fulfilled completely.
• The VTM/PTM system works with all PBX systems whether or not they are touch-tone.

OPERA's VTM/PTM is designed with the optional Voice Response feature. VTM/PTM accesses the Task Navigator for valid task IDs, locations and user rights. If any of these identifiers do not match, entry to the Task Navigator is denied.

Reports

QMS provides a large selection of standard reports that can be sent to any printer. The system is able to print reports that are written in a third-party report writer. Therefore, when you select the Reports option, the Report Runtime program display on your screen. The reports may also be printed to a fax gateway or file for transmission through e-mail.

The reports categories include Aging, System Configuration, Costs/Statistics, Quick Task, Resource Performance, and Room Inspection.

Searching and Running Reports

Follow the procedures outlined below to search for and to run the desired report.

Report Name. Type the report name you want to search for.

Search by Name. Check this box to search by name.

Search by Description. Check this box to find a report by description criteria.

Search Button. Select this button to initiate the search.

Report Group. Select the report category you want to preview or print from this drop down list. All the reports that are available for the report category you select are displayed. Selecting All Reports displays all available reports for all categories.

Report Name. The report filename is user definable.

RDF/REP Name. Form and report reference name (for table).

Setup Button. Edit the selected report, or create a new report.

Preview Button. Display the selected report to the screen before printing it or select first Filter options before displaying the report.

Print Button. Print the selected report to paper.

Close Button. Close the Run Reports screen.

Fax. Check this box to send a report directly to a fax destination.

Print to File. Check this box to send a report directly to a file. In this case, you are prompted to enter the file name. If you do not enter a file extension, the .PRN file extension is automatically assigned to the name that you have specified.

Parameter Label. Specific selection criteria for running a report is displayed, which varies with each report. Some reports have no additional queries; others display simple queries like from date to date, starting date, until date, etc. Some of the procedures have additional query boxes. Reports associated with a Report Form does not display parameter label information.

Default Value. Accept the value displayed, or double click it to display the Edit Parameters dialog box. In this box you may enter new values that restrict the report only to select records.

The Application section located at the bottom of this screen allows you to choose the application (OPERA and/or QMS at this time) where these reports are called from.

Setup and System Configuration

OPERA allows your organization great flexibility in determining the way it looks and behaves. Most of the decisions about how OPERA will be customized are made by your organization during system setup. Thereafter, your system administrator can make adjustments to your system configuration whenever necessary by using the OPERA Setup features.

A few of the setup and customization features of OPERA are:

• Security allows you to establish system users and their permissions. User information includes User ID, name, password, and user groups to which you belong. OPERA features are accessible to you only if your user ID or user group has been given permission by the system administrator. For example, Multi Property features may be enabled for Front Desk employees, but not for employees in Housekeeping.
• Task List templates types are used to group individual checklists. You may have multiple checklists under each group or template type based on departments, property areas, room classes and room types. When you create checklists, you assign them to one of the template types (groups).
• Master Question List lets you store all your checklist questions. Later, when you create individual checklists, you select questions from the master list you created. All questions from all checklists are included here.
• Plant Asset Types are used to group or categorize individual assets like buildings, structures, or equipment your property tracks, maintains, or services. Create as many groupings as you need to make your tracking procedures more efficient.
• End of Day Routine process configuration, data rollover, and  reporting.