Managing Reservation Queue Status

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Use Queue Rooms to manage arrival reservations waiting for an available room in order to check in. Guest Service Agents can manually add arrival reservations to the queue if the assigned room or requested room type is not available for check in. When guest service agents attempt to check in reservations before the assigned room is ready (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 whether to continue with check-in or stop the check-in so that you can put the reservation on queue.

The Queue Reservations dashboard tile summarizes reservations on queue.

Housekeeping room attendants can view queue rooms in . OPERA Cloud Mobile on their mobile phones or other devices to determine whether to expedite the housekeeping task for these rooms.

When integrated with an SMS service provider, you can send an SMS to room attendants to alert them of a priority "rush room" and also send an SMS to the guest once 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

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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

To send a text message to the guest’s mobile phone advising that their room is ready for check-in. (Available when the Text Message Handling OPERA Control is active).

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.

Sending SMS Messages to Housekeeping

To send the housekeeping room attendant a text message advising there is a priority reservation on queue. (Available when the Text Message Handling OPERA Control is active).

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.

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.