Using Nor1 PRiME Upgrade at Check-In and Reservation Management

During the check-in process, the Nor1 PRiME Upgrade integration in OPERA Cloud allows you to see a guest's current upgrade status. This visibility helps inform and upsell guests effectively at the time of check-in.

You can also use Nor1 PRiME Upgrade to manage reservation post-booking and pre-arrival.

5.1 Nor1 Upgrade Banner

A dynamic Nor1 upgrade status banner appears on the Check In Reservation and the Manage Reservation screens for eligible reservations.

• Review guest’s requested upgrades: This appears if guests have requested eStandby upgrades, but none have been awarded.

  
  
  

  
  
  

• Guest received upgrades: This appears if the guest has accepted Checkin Merchandising, eStandby Upgrades have been awarded, or eXpress Upgrades have been confirmed.

  
  
  

  
  
  

• Check for available upgrades: This appears if the guest has not requested any upgrades.

The banner will not appear in the following situations:

• The OPERA Cloud "Reservation Upgrade - powered by Nor1 PRiME Upgrade" function is not enabled.

• The hotel is not live with any Nor1 upgrade solutions.

• The guest did not commit to any Nor1 upgrade offers, and the hotel is not active with the Nor1 Checkin Merchandising solution.

• The guest did not commit to any Nor1 upgrade offers, and the reservation status is not one of the following: Reserved, DueIn, Walkin, Checkedin, InHouse, DueOut, or PendingCheckout.

• The reservation has multiple rooms.

• The reservation is a share reservation.

5.2 Viewing Upgrade Details

Click the Nor1 Upgrade Banner to see the upgrade offer details in a pop-up screen. This allows you to manage and fulfill guest upgrade requests efficiently.

You can:

• View Status & Details of Previously Committed Upgrades: View information on Checkin Merchandising, eStandby Upgrades, or eXpress Upgrades that guests have already requested and/or received.

Checkin Merchandising Upgrade Status & Details

eStandby Upgrade Status & Details

eXpress Upgrade Status & Details

• Award Previously Requested eStandby Upgrades: Confirm and fulfill pending eStandby upgrade requests made by the guest.

• View Real-Time Intelligent Available Checkin Merchandising Upgrades: Check for available Checkin Merchandising upgrades in real-time.

• Change Checkin Merchandising Offer Price: Modify the price of an upgrade offer to match guest preferences or promotional rates.

• Change Checkin Merchandising Length of Upgrade: Update the Length of Upgrade for partial stay upgrades to suit guest needs.

• Enter Checkin Merchandising Upgrade Related Comments: Add any necessary comments related to Checkin Merchandising upgrades to provide additional context or instructions.

• Select Specific Available Room Type for Multi-Room Code Upgrades: Update the guest’s reservation by selecting a specific room type from multiple available room codes.

• Accept or Decline Checkin Merchandising Upgrades on Behalf of the Guest(s): Accept or decline Checkin Merchandising upgrades based on guest preferences and availability.

• Override House Level Room Availability: Allowing for special overrides to fulfill upgrade requests when:

  • There are not enough rooms on house level.

  • There are not enough rooms available on Room Type level.

  • There are not enough rooms available on room type and house level.

  • There are not enough rooms available on Room Class level.

  • There are not enough rooms available on room type, room class and house level.

  • There are not enough rooms available on room class and house level.

  • There are not enough rooms available on room type and room class level.

Note:

The ability to perform overrides is contingent upon your assigned OPERA Cloud role(s) granting the necessary override task permissions.

5.3 Automatically Fulfill Upgrades

The reservation modification process for Check-In Merchandiser and eStandby upgrades follows a structured flow to ensure that all changes are accurately reflected in OPERA Cloud. Here’s how it works:

Accepting or Confirming an Upgrade:

1. Click the Confirm button:

   • Posting Upgrade Charge: The system posts the upgrade charge to the guest’s reservation.

     • The charge is added as either a Fixed Charge or a Package.

     • Note: Reservation must have a status. Options are: Reserved, Walkin, DueIn, Checkedin, InHouse, DueOut, or PendingCheckout.

   • Updating Reservation Room Type: If it's a room upgrade, the system will auto-update reservation room type to the upgraded room type.

     • Note: Reservation must have status: Reserved, Walkin, or DueIn.

     • For room upgrades with multiple available room types, you are prompted to select a Specific Room Type to update the guest’s reservation.

Declining an Upgrade:

1. Click the Decline button:

   • If the offer has not previously been accepted, no changes are made in OPERA Cloud.

   • If the offer has previously been accepted:

     • The system removes the upgrade charge if the reservation status is Reserved, Walkin, or DueIn, Checkedin, InHouse, DueOut, PendingCheckout, or Cancelled.

     • If it was a room upgrade and the reservation status are 'Reserved, Walkin, or DueIn, the reservation room type reverts to the previous room type.

Reserving an Upgrade:

eXpress Upgrades: eXpress upgrades are final and cannot be reversed.

eStandby Upgrades: Once eStandby upgrades are confirmed or declined, they can be reserved only through the Nor1 Upsell Action Center application. For more information, see eStandby Upsell Action Center.

Checkin Merchandising Upgrades: Checkin Merchandising upgrades, once confirmed or declined, can still be reversed within OPERA Cloud if the reservation status is Reserved, Walkin, DueIn, Checkedin, InHouse, DueOut, PendingCheckout, or Cancelled.

To Reserve a Checkin Merchandising Upgrade:

1. Click the Review button.

2. Click the Decline or Accept button as needed to reserve the upgrade.