Managing Guest Messages

Prerequisites for Managing Guest Messages

With the Messages feature, you can send messages to individual guest reservations or to a selected group of reservations, such as those linked to a block. You can maintain an unlimited number of messages on a reservation, mark the messages as received or not received, print the messages in a user-definable format for delivery to the room, or send the message via SMS to the guest’s mobile number (requires a subscription with an SMS service provider). With the appropriate interfaces, the messages trigger the message-waiting lamp on the in-room telephone or the messages are sent directly to the in-room video system so guests can view them on their TV screens (if your property has an in-room video interface for guest messaging).

Note:

Messages remain on the reservation until you delete them or until 30 days after the reservation departure when messages are automatically purged.

Note:

Messages are purged 30 days after the reservation check out date.

Viewing a Message

1. From the OPERA Cloud menu, select Bookings, select Reservation Workspace, and then select Guest Message.

2. Enter search criteria and click Search.

3. Click [+] in the message card to expand the message details.

   Note:

   The status of the message appears on the message card.

Adding a Message

1. From the OPERA Cloud menu, select Bookings, select Reservations Workspace, and then select Guest Messages.

2. Click New and complete the following fields:

   1. Recipient. Search and select the reservation(s) of the person to receive the message. Click Select.

      Note:

      Click Modify Search Criteria to modify the reservation search criteria. For example, filter on block code to add the same message to all reservations linked to a group block.

   2. Print Message : Select to print a copy of the message (see ‘Printing a Message’ task below).

   3. Room : Select to send the message to the guest's room phone and/or video (the specific method depends on the messaging interface being used at your property).

   4. Name : Enter name of the caller.

   5. Company : Enter the company of the caller.

   6. Contact Info : Enter the contact details for the caller, such as phone or email address.

   7. Message : Enter the message details. Use Quick Insert to select one of the pre-defined messages. See Configuring Guest Messages for more information.

3. Click Save.

Editing a Message

1. From the OPERA Cloud menu, select Bookings, select Reservations Workspace, and then select Guest Messages.

2. Enter search criteria and click Search.

3. Click the vertical ellipsis Actions menu, for the message and select Edit.

4. Update the message.

5. Click Save.

Deleting a Message

1. From the OPERA Cloud menu, select Bookings, select Reservations Workspace, and then select Guest Messages.

2. Enter search criteria and click Search.

3. Click the vertical ellipsis Actions menu, for the message and select Delete.

Printing a Message

1. From the OPERA Cloud menu, select Bookings, select Reservations Workspace, and then select Guest Messages.

2. Enter search criteria and click Search.

3. Click the vertical ellipsis Actions menu, for the message and select Print.

   1. Preview. Click to preview a PDF of the message and print the message using a local printer.

   2. Email to Print. Select to send the message to an email addressable printer where it can be printed.

4. Click Process.

Sending a Message as an SMS Text Message

With the Text Message Handling parameter is active in OPERA Controls and integration is set up with an SMS service provider, you can send messages via SMS to a guest’s mobile phone.

1. From the OPERA Cloud menu, select Bookings, select Reservations Workspace, and then select Guest Messages.

2. Enter search criteria and click Search.

3. Click the vertical ellipsis Actions menu, for the message and select Send Text Message.

4. Select a mobile phone number from the list.

5. Click New/Edit Mobile to add or edit the mobile number on the profile.

6. Click Send Text Message to send the message as an SMS.

Marking a Message as Delivered

1. From the OPERA Cloud menu, select Bookings, select Reservations Workspace, and then select Guest Messages.

2. Enter search criteria and click Search.

3. Click the vertical ellipsis Actions menu, for the message and then select Mark as Delivered.