The Queue Rooms feature is accessible when the application function Rooms Management > Queue Rooms application function is set to Active.
Queue Rooms enables you to view and manage Arrival rooms on queue. The number of rooms on queue and the current and average wait times appear. The Room Type section lists the number of rooms on queue per room type and shows a count of rooms in each room status.
At times, guests arrive before their assigned room or a room of their chosen room type is available for assignment. The resulting backlog of arrivals can cause confusion at the front desk and adversely impact guest service. The OPERA Cloud Queue reservations/queue rooms feature helps you manage room assignment ensure guests are checked into their rooms rapidly by coordinating front desk and housekeeping efforts.
Front Desk staff can add arrival reservations to the reservation queue if the guest's room is not ready for check in or if there are no available rooms of the room type sold in the reservation. Housekeeping room attendants can viewQueue Rooms on their mobile phone devices to determine to expedite the housekeeping task for these rooms.
When you attempt to check in reservations before the assigned room is ready for check in (for example, the assigned room is still occupied or all rooms of the desired room type are in dirty status) the Queue Reservations feature prompts you whether you want to continue with check-in or stop the check-in so that you can put the reservation on queue.
With a configured integration to an SMS service provider you can also send an SMS to room attendants to alert them of priority "rush" queue rooms and then send the guest an SMS once the housekeeping task is complete and the room is ready for check in.
Adding a Reservation to the Queue
At check in, you can place a reservation in the queue if the assigned room is not ready for occupancy. You can finish the check in once the room is vacant and the housekeeping status of room is clean or inspected.
From the OPERA Cloud menu, select Front Desk, select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results and click I Want To... and then select Place Reservation in Queue.
A confirmation is displayed, click OK to close.
Viewing Wait Time and Changing Priority
From the OPERA Cloud menu, select Front Desk, select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results and click I Want To... and then select Queue.
The current wait time on queue is displayed.
Click Prioritize to place this reservation in top number 1 priority.
Sending SMS to Guest
From the OPERA Cloud menu, select Front Desk, select Arrivals..
Enter search criteria and click Search.
Select the reservation from the search results and click I Want To... and then select Queue.
Click Send Text to Guest to send a short text message to the guests mobile phone to inform them that their room is now ready for check in.
Select or enter a mobile phone number.
Click Send Text.
Note:
This feature requires the SMS OPERA Control to be active.Sending SMS to Housekeeping
From the OPERA Cloud menu, select Front Desk,select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results and click I Want To... and then select Queue.
Click Vertical Ellipse, select Send Text to Housekeeping to send the room attendant a short text message informing them of a priority reservation on queue.
Attendant Mobile: Select an attendant from the list — the mobile phone number will populate to the field.
Click Send Text.
Note:
This feature requires the SMS OPERA Control to be active.Removing a Reservation from the Queue
From the OPERA Cloud menu, select Front Desk, select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results and click I Want To... and then select Queue.
Click Vertical Ellipse, select Remove from Queue.
Changing/Assigning Room for Room on Queue
From the OPERA Cloud menu, select Front Desk, select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results and click I Want To...and then select Queue.
Click Vertical Ellipse, select Change Room.
Search and assign room; refer Assigning Rooms to a Reservation.