Managing Membership Claims

With the Membership Claims OPERA Control active, you can track inquiries regarding a members account such as missing points or stays, tier inquiries, information requests, new card requests, etc. You can add new claims, manage the details for existing claims or view resolved claims.

Adding Membership Claims

1. From the OPERA Cloud menu, select Client Relations, select Membership, then select Manage Membership Claim.

2. Click New and complete the following:

   1. Name: Search for the guest or contact member profile.

   2. Membership Number: Select a membership number for selected profile (name) from the list.

   3. Caller Name: Enter the name of the person making the claim. The caller's name may be different from the name of member on the membership card.

   4. Claim Status: Select a status from the list.

   5. Claim Origin: Select an claim origin from the list. For more information, see Configuring Membership Claim Origins.

   6. Owner: Select an owner (user) from the list.

   7. Claim Type:   Select a claim type from the list. For more information, see Configuring Membership Claim Types.

   8. Approval Status: Select an approval status from the list

   9. Reply By: Enter or select a reply by date.

   10. Caller Information: Enter details related to this call that may help to resolve the claim.

   11. Comments: .Add any comments about this claim or steps taken to resolve the claim

   12. Property: Enter or select the property.

   13. Record Type: Select a category of claim: Stay, Other, or Limited Adjustment.

       1. Adjustment Limit Code: Select a limited adjustment code from the list. (When Record Type is Limited Adjustment). For more information, see Configuring Membership Claim Adjustment Limits.

   14. Arrival Date: Enter or select an arrival date for the stay associated with this claim.

   15. Departure Date: Enter or select a departure date for the stay associated with this claim .

   16. Confirmation No: Enter the reservation confirmation number for the reservation associated with this claim.

   17. External Reference No: Enter the reservation external reference (confirmation) number associated with this claim.

3. Click Save.

Editing Membership Claims

1. From the OPERA Cloud menu, select Client Relations, select Membership, then select Manage Membership Claim.

2. Enter search criteria, then click Search.

3. Select the claim in the search result, then click the vertical ellipsis Actions menu and select Edit.

4. Update the details.

5. Click Save.

Viewing and Adding Membership Transactions to a Claim

1. From the OPERA Cloud menu, select Client Relations, select Membership, then select Manage Membership Claim.

2. Enter search criteria, then click Search.

3. Select the claim in the search result, then click the vertical ellipsis Actions menu and select Edit .

4. Click View Details.

   1. To add a membership transaction, select New Transaction.

   2. For more information, see Managing Profile Membership (Loyalty Cloud Service).

Adding Claim Activity to a Claim

1. From the OPERA Cloud menu, select Client Relations, select Membership, then select Manage Membership Claim.

2. Enter search criteria, then click Search.

3. Select the claim in the search result, then click the vertical ellipsis Actions menu and select Edit.

4. Click New and complete the following:

   1. Activity: Select an activity from the list.

   2. Comments: Enter comments.

5. Click Save.

Viewing Claim Activity for a Claim

1. From the OPERA Cloud menu, select Client Relations, select Membership, then select Manage Membership Claim.

2. Enter search criteria, then click Search.

3. Select the claim in the search result, then click the vertical ellipsis Actions menu and select Edit.

4. Select the activity then click the vertical ellipsis Actions menu and select View.

   1. Click Close.