Managing Reservation Queue Status

Watch Video

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 is designed to help you manage room assignments and 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 view Queue Rooms on their mobile phones or other devices to determine whether 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.

When a gateway to an SMS service provider is configured, you can also send an SMS to room attendants to alert them of priority "rush" queue rooms and also send an SMS to the guest once the housekeeping task is complete and the room is ready for check in. (Available when the Text Message Handling OPERA Control is active).

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 after the room is vacant and the housekeeping status of room is clean or inspected.

From the OPERA Cloud menu, select Front Desk and then select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results, click the I Want To . . . menu, and select Place Reservation in Queue.
When the confirmation appears, click OK.

Viewing Wait Time and Updating Queue Priority

Watch Video

From the OPERA Cloud menu, select Front Desk, then select Front Desk Workspace and then select Queue.
The current wait time on queue is displayed in the Queue Wait Time column.
The current Priority on Queue is displayed in the Queue Priority column
To change the queue priority of a reservation, select the Queue Priority value in the results grid, to open the Queue screen. Click Prioritize to update the reservation to first priority or change the New Queue Priority value and click Save.
The results grid will reorder.

Alternatively

From the OPERA Cloud menu, select Front Desk and then select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results, click the I Want To . . . menu, and select Queue.
The current wait time on queue appears.
Click Prioritize to make the reservation the first priority or change the New Queue Priority value and click Save.

Sending SMS Messages to Guests

You can send a text message to the guest’s mobile phone advising that their room is ready for check-in.

From the OPERA Cloud menu, select Front Desk and then select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results, click the I Want To . . . menu, and select Queue.
Click Send Text to Guest.
Select or enter a mobile phone number.
Click Send Text.

Note:

This feature requires the SMS OPERA Control to be active.

Sending SMS Messages to Housekeeping

You can send the housekeeping room attendant a short text message advising there is a priority reservation on queue.

From the OPERA Cloud menu, select Front Desk and then select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results, click the I Want To . . . menu, and then select Queue.
Click the vertical ellipsis Actions menu and select Send Text to Housekeeping.
Attendant Mobile: Select an attendant from the list; the mobile phone number will populate 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 and then select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results, click the I Want To . . . menu and select Queue.
Click the vertical ellipsis Actions menu and select Remove from Queue.

Changing/Assigning Room for Room on Queue

From the OPERA Cloud menu, select Front Desk and then select Arrivals.
Enter search criteria and click Search.
Select the reservation from the search results, click the I Want To . . . menu and then select Queue.
Click the vertical ellipsis Actions menu and select Change Room.
Search and assign a room. Refer to Assigning a Room to a Reservation.