Reservations Manual BIble

  • View

  • Download

Embed Size (px)

Text of Reservations Manual BIble



Reservations Manual:Getting Started & Reservations BasicsOPERA TRAINING

In opera we verify information such as occupation, our house status, ADR( average daily rate), inventory, and we input traces and alerts to help front desk verify information about payment and special requests.

1. Occupation for the week

Quick Key command SHIFT+F2Within this quick command we can observe the arrivals, departures, out of service, out of order rooms and our occupation percentage for the following days.

2, House Status & ADR

Quick Key command Shift+F3 Within this quick command we can observe the current house status, current arrivals and departures, expected arrivals and departures, complimentary arrivals and our Average Daily Rate. Which we use the total room revenues divided by the current currency exchange

ADR= Room Revenue/currency exchange

3. Inventory

Quick Key Command Cntrl+F2Within this command we can observe the different room we currently have available for sell. ACC= Accessible Rooms (2)DNK= Deluxe Non Smoking King (51)DNQ= Deluxe Non smoking Queen (10)DDN= Deluxe Double Non Smoking (25)ROH= Run of the HouseONK= Oversize Non Smoking King(24)ENK= Executive Non Smoking King(26)JST= Junior Suite (12)SVK= Ambassador Suite (2)SPK= Presidential suite (1)

4. Reservations: Find a Reservation, traces, alerts.

To find a reservation in opera we have various options clicking on reservations and then selecting update a reservation and input the desired data on the field. 1. By Confirmation number = field space cnfo number2. By name or last name3. By Marriott rewards4. By companyThe same process can be used to determine the rate we can offer to make a sell to a corporate or recurrent guest by deleting the date field.

For the process of alerts and traces we select the options field and then selecting the desired traces or alerts.

For Traces we can input to whom we direct the traceFor alerts we can select when we want the Alert to appear wether at check in, check out or anytime the reservation is accesses.


1. Welcome to MARSHA should appear on your screen.2. Clear this screen. This is typically done using the Pause/Break key on your keyboard.3. Once you have a blank screen type LSI ("let's sine-in") and press the Enter key.4. The following screen will appear:


5. Enter your MARSHA User ID number (you should have received this number from your security administrator).6. At Location, enter your 5-letter MARSHA code.7. Enter your EID.8. Enter your EID password.9. Press the Enter key

This will bring you into MARSHA and show you the bulletin board for your location. From this point, you are ready to go! PERFORM SINE-OUT

When you are finished using MARSHA you must sine-out of the system. You should not simply turn off your computer or close your MARSHA window. Follow the example below:

Type LSO ("let's sine-out") and press the Enter key.



In this section you will learn about room pools, rate programs, and rate types. You will also navigate through your propertys inventory so that you can apply the information you learn.


Room pools represent clusters of rooms in a property which have like physical characteristics. These room pools may be grouped by bed type or by other characteristics or amenities. Each room pool is designated by a four-letter code. Some examples are GENR, EXDX, ELEV, JSTE, SUIT, and PRES. The foundation of how your property is priced begins with defining your most common room pools. When there is a substantial difference between the value of one room pool and another, it allows you to price them differently. For example, rooms on a concierge level would be priced differently than those on standard levels, and king suite rooms would be priced differently than a standard king-bedded room. Room pools should be audited periodically to verify that: room pools are a true reflection of the physical make-up of the rooms at the property, and An accurate number of rooms are authorized for sale in each room pool in MARSHA.One of the reasons why we use a more simplified room pool structure is that it allows for an efficient sales process.

To ensure that we are currently selling the right amount of room we verify the information using Opera Quick command of inventory.

To Access Inventory by room pool we use the commandVIA/date we want to see inventory EX. VIA/17dec

To modify the inventory of a desired date we use the commandVID/date we want to modify inventory EX. VID/17dec

Now to ensure we maintain the inventory in order as shown before we use the quick command of Opera Ctrl+F2.

To modify the inventory of a specific room pool we use the commandVMAU/date room pool quantity we want to authorize. EX VMAU/17decgenr88

Have in mind that this command only modifies the room on the row AU.Therefore in order base yourself easily picture a small (-) sign between AU and RS. Hence AU-RS=RA this way we can modify the inventory of the Rooms Available (RA) on MARSHA so that it is the same as in OPERA.


All transient rate programs are organized into the following five different rate types:

Regular (R)Regular rates include a property's corporate, rack, and premium rates. Examples = CORA, REGA, REGB, REGD, REGF, REGG, REGHBusiness (B)Business rates include special corporate rates or rates negotiated with national, regional and local companies and businesses, plus government and military rates.Examples = QELE (TIGO), JICG(JICA), PPJY (PEPSI), SPCW (Special Corprate special rate)

Discount (D)

Discount rates are those which provide a discount off a propertys regular rates. Typically these are weekend rates and national discount promotions such as WKNE or AAA. Examples = WKNE (weekend retail), QUAH (AAA), XMIA (Marriott Senior Discount), MARF (Marriott Friends and Family Rate)

Package (P)

Package rates represent rates that combine the cost of the room and various amenities such as meals, entertainment, and/or recreation, and are sold at one price. Example = YBKC (Stay for Breakfast rate), RNZG (Romance Package)

Wholesaler (W)

Wholesalers represent special rates that are negotiated for certain established wholesalers. Examples = HXEF (Hotel Beds), XLJA (EXpedia)

To view the rates contained in these different rate types at your property, }VIR/DDMMM/Rto view Regular ratesVIR/DDMMM/Bto view Business ratesVIR/DDMMM/Dto view Discount ratesVIR/DDMMM/Gto view Group rates for standard groupsVIR/DDMMM/Pto view Package ratesVIR/DDMMM/Wto view Wholesale rates


Note how the date is entered in MARSHA. Whenever a date is entered in MARSHA, it is entered in this format. The DD represents the day, and the MMM represents the first three letters of the month. For example, 23OCT represents the date October 23, and 01JAN represents the date January 1.

This screen will show information about each rate program such as the room pool, rate program, name, and rate for that date. This is where you can view all of the rates that are loaded at your property. As you can see from this screen, your property has many different rate programs available, each representing a specific offer and room pool. For example, you will most likely see multiple Retail Rates listed under the Regular Rates, one for each room pool. You will also see many other rates listed for each room pool, each with a different name.


The JT command is used to clear your screen. The JT signifies junk to test or junk to train and is used when a user wants to clear his or her display without recording any information in MARSHA. This is the command you will typically use during your training.


Although displays may be more than 20 lines, only 20 lines can appear on the screen at one time. When the data displayed exceeds 20 lines, a message appears at the bottom of the screen that says: MORE. The following entries allow the user to scroll (or move) up or down on the display.

MDMove down 20 lines. If the distance to the bottom of the display is less than 20 lines, this entry moves the screen to display the last 20 lines of data.

MD## Move down a designated number of lines (e.g., MD50 to move down 50 lines)

MBMove directly to the bottom of the display (the last 20 lines)

MUMove up 20 lines. If the distance to the top of the display is less than 20 lines, this entry moves the screen to display the first 20 lines of data.

MU##Move up a designated number of lines (e.g., MU 50 to move up 50 lines)

MTMove directly to the top of the display (the first 20 lines).

Creating Guest Reservations in MARSHA

There are 9 steps to making a basic reservation. They are as follows;

1. Sell line2. Name & number of people3. Trip Purpose4. Method of guarantee5. Guest requests*6. Address field7. Phone8. From9. End booking

On the whole, these steps can be completed in any order, although the Method of Guarantee and Guest Preferences can only be inputted once you have added the Sell Line.

Above is a suggested flow of when to add each segme