Impact of OPERA PMS and Emerging Tech on Rooms Division

This report provides a comprehensive analysis of the OPERA Property Management System (PMS) within the context of Rooms Division management in the hotel industry. It begins with an introduction to OPERA PMS, highlighting its benefits in streamlining hotel operations, improving guest experiences, and increasing profitability. The report then delves into the advantages and disadvantages of using OPERA software, including enhanced check-in/check-out capabilities, improved housekeeping services, and integrated back-office mechanisms. It also addresses drawbacks such as the need for staff training and the potential for high initial investment. The report further explores ten useful functions of OPERA and how they support the guest cycle, from pre-arrival to post-departure, emphasizing how the system enhances guest experiences and optimizes revenue. A significant portion of the report focuses on developing a training program for employees using OPERA software, outlining key areas such as guest services, housekeeping, and back-office operations. Finally, the report discusses the impact of emerging technologies, such as artificial intelligence and robots, on Rooms Division operations, concluding with a forward-looking perspective on the future of hotel management and the role of technology in delivering superior guest experiences and operational efficiency.

Running head: Rooms Division
Rooms Division

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Contents
Part-1...........................................................................................................................................................2
Introduction and Analysis of using OPERA PMS (Property Management System) in ROOMs DIVISION.
.................................................................................................................................................................... 2
The benefits and drawbacks of using the OPERA software.........................................................................3
The ten useful functions of OPERA and its methods of support to the guest cycle..................................4
Development of training program for employees by a future hotel manager by using the OPERA
software.......................................................................................................................................................6
Part-2 Analysis of the emerging technologies impacting the management of Rooms Division operations..8
Emerging technologies (e.g. artificial intelligence and robots) useful in the management of Rooms
Division operations......................................................................................................................................9
Conclusion.................................................................................................................................................11
References.................................................................................................................................................12

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Part-1
Introduction and Analysis of using OPERA PMS (Property Management System) in
ROOMs DIVISION.
The OPERA Property Management System (PMS) have been formulated to satisfy the
requirements of the any property especially for the hotels. It provides several techniques to run
the hotels at a greater level of productivity and profitability. The OPERA PMS have been
designed in such a way so that it can be configured to the specific requirements of the client
hotels which can enable them to provide fast, accurate and updated information (Oracle, 2018).
It can assist its clients to reduce the installation and usage expenses of hardware, software and
other operating expenses through application of the various functions into a single database. It
allows using a centralized database for various PMS. With the help of centralized software and
hardware, the system is able to upgrade itself in an easier way. With the help of PMS, the
efficiency of the labor may be increased by sharing the various functions amongst the properties
such as accounting, sales, reservations and PBX (Pizam, 2010).
Traditionally, the OPERA PMS was defined as a framework which assisted the hotels to
monitor the front office operations such as guest check –in /checkouts , booking reservations ,
managing room rates , allocation of rooms and billing . It is the substitute for time consuming
paper works and spread sheet heavy processes.
OPERA PMS has extended its operations beyond the front desk. They are now crucial business
operations which assist the hoteliers to deliver excellent guest experiences .The OPERA PMS is
integrated to the other services which influence the complete guest experience such as
housekeeping and maintenance management , food and beverage options , sales and caterings for
booking of groups, event management , distribution across multiple channels , revenue and spa
management( Gulmez et al.,2015).
Since the consumer’s travel journey is initiated by choosing a destination along with searching
hotels suitable for their needs. The pre stay shopping for hotel and interactions related to booking
followed by their interactions with the staff and hotel and their experiences during the stay are

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part of the guest experiences. The sharing of the feedback on the social media after their stay are
an important part which represents their experiences with the hotel . The hotels are challenged to
provide a personalized guest experience which will help them to manage their business
effectively (EY, 2015).
The OPERA PMS will help the hotels to instantly find a room across the world and its takes care
of the future bookings too. The hotels can search rooms across the vast multi property systems
and they can track the occupancy rate during the peak periods. They can easily access the
information for a particular day. It gives full access to all the tools of inventory management,
room controls and administration of contracts thereby decreasing the operating overheads
pertaining to groups and blocks (Maestro, 2017).
It reduces the interference of the third party so that the sales and front office can share a common
set of information.
The benefits and drawbacks of using the OPERA software
With the help of OPERA PMS the check in and check out capabilities of the hotel can be
enhanced. It provides anytime anywhere service to the guests with the help of a mobile enabled
cloud based hotel PMS. With the help of PMS, the front desk staff can verify the check in and
the assigned rooms to the guests. They can also examine the services provided to the guests.
With the help of OPERAPMS the house keeping services can be improved. It increases the
efficiency of the housekeeping with instant updates on the phones of the housekeeping as soon as
the consumer checks out and the rooms are freed from cleaning. It enables more flexibility with
the room management services and shortens the response timings for the facilities of room
services. It helps in identifying and managing the necessities of room maintenance and ensuring
that the rooms are in a perfect condition to be given to the customers (Oracle 2016).
With the help of integrated hotel back office mechanisms, the operations and financial processes
can be connected together by maximizing the prebuilt integrations to account receivables,
account payables and payment gateways. It helps in ensuring the accuracy of the lists of the
guests for speedy billing.

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However, it has certain disadvantages too. The staff has to be trained regarding the handling of
PMS software. With the high turnover in the hospitality industry, it requires lot of training
expenses to train the staff regarding its usage.
The OPERA PMS can prove to be a huge investment for the hotel. It can be an additional cost
of running for a small hotel. Furthermore, while using multiple software, the staff has to learn to
use each of its function which can be integrated with PMS. So, the software should only be
integrated with PMS (Ivanov, 2014).
The system cannot be used outside the property as it is an internal information system, so the
hotels which have different branches located at various parts of the world have to connect
another reservation system to each of their properties.
The PMS system cannot automatically update the software. It cannot provide the two way
communication between the channels of booking, integration with the social media and mobile
bookings. Since the staff becomes too much dependence upon the OPERA PMS, it creates
problems during long power cuts .
The ten useful functions of OPERA and its methods of support to the guest cycle

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The OPERAPMS can assist in optimizing the guest life cycle in the following ways:
1. Prior to the arrival of the guest in the hotel, they have gained enough information of the
hotel. The hotel has communicated the reservation through the emails or other marketing
strategies to capture the reservation. It provides an opportunity for the hotel to generate
additional revenue through the additional features and facilities to enhance the experience of the
guests (Mahesh, 2011).
At this time, with the help of OPERA PMS, the Average Daily Rate (ADR) can be increased
through higher consumer expenditures. The guest data can be used for consumer relationship
initiatives.
The hoteliers can be provided an opportunity through OPERAPMS to gain an insight of the
behavior of the consumers and it can be used to build an everlasting brand utility which can
motivate increased direct bookings (Bardi,2011).
2. With the help of PMS, the staff can promote their special services and items at the time of
check in. The superior quality facilities can be highlighted on the website of the hotel.
3. Besides this the confirmation emails can be sent to the consumer along with sharing the
details of the facilities the guest can select from to access (Dzhandzhugazova et al., 2016).
4. At the time of arrival of the guest, OPERA PMS can assist the hotel in providing a guest
centered check-in and arrival details with the front desk technologies. Through OPERA the
hotel can update the bookings in real time whether they are made through online or with agents.
The front desk can use the PMS to retrieve the information associated with the reservation and
preferences of the clients and about the booking capacity of the hotel. It can assist the hotel to
make the guest experience more personalized and providing it the flexibility to adjust or change
the bookings instantaneously (Warren et al., 2016).
5. OPERA PMS safeguards the credit card payments from fraud. The credit card information of
the client is sent to the off site server so that the guests can be secured from security breaches or
misuses. It also enables the hotels to apply an extra identification feature with the help of
microprocessor chip of the credit card for enhanced security.
6. During the stay of the clients in the hotel, the OPERA PMS can be integrated with other
applications to enhance their knowledge about the guests. It traces data such as psychographics,

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demographics and past behavioral experiences so that the hotel is prepared for creating a
valuable stay for the guests(O'Fallon & Rutherford, 2011).
7. With the help of OPERA PMS, the housekeeping module can be implemented to prioritize the
rooms which need cleaning. The housekeeping executives can formulate the units of work and
allocate the work to the staff members.
8. Through PMS, the housekeeping team can clean more rooms in short time with fewer
resources. It assists the housekeeping to maintain efficient check-ins through notifying the front
desk when the rooms are ready (Kasavana, 2013).
9. The OPERA PMS is accessible on all the mobile phones, tablet devices and desktop. With this
the housekeeping managers can receive the real time updates when they are in the premises of
the hotel thereby improving the internal communication.
10. After the departure of the clients from the hotel, OPERA PMS can help in increasing the
occupancy rates in the future, RevPAR and the profitability through improved data accessibility
and effectiveness of the processes. Thus, the satisfaction of the customers can be raised and the
brand reputation can be build which in turn may boost the profitability of the hotel (Seymen,
2017).
Development of training program for employees by a future hotel manager by using the
OPERA software
As per Oracle (2016) the future hotel manager can develop the training program for the
employees using the OPERA software in the following ways:
1. With the help of OPERA cloud, anytime anywhere services can be provided to the guests.
The staff shall be trained to use the software to verify the check-ins , assign the rooms to the
guests , develop the guest services and check the departure of the guests .
2. The staff should be trained to access the data in OPERA Cloud relating to the integration
of the hotel systems and its infrastructure so that it can build the customized guest facing
applications.

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3. The housekeeping staff should be trained to work and manage their operations efficiently
with the help of OPERA PMS. They can be updated about the cleaning of the rooms through
their mobile devices when the rooms are freed for cleaning.
4. Greater flexibility should be enabled with room management systems and the employees
must be trained regarding the improvement of the response time for room service tasks.
5. The staff must be trained to keep the rooms in a perfect condition by recognizing and
managing the room maintenance requirements. The front desk and the housekeeping
should be trained to collaborate amongst themselves.
6. With regards to the back office of the hotels, the operations and the finance department
should be trained so that they can prebuilt integrations to account receivables, payables,
payment gateways , hotel industry applications and property infrastructure
services( Do,2013).
7. The staff should be trained to ensure the accuracy of the guest folios which will lead to
faster billing procedures.
8. In the context of sales and distribution, he staff should be trained to increase the room
occupancy and ADR with the help of real time rate and availability management across
all the distribution channels.
9. In the context of revenue management, the managers must train the staff to improve the
ADR with all-encompassing options for setting the rates (Legohérel et al., 2013).
10. The managers must train to improve the ADR with advanced rate management
characteristics for manual and semi manual revenue management features.
11. In the context of consumer data management, the staff must be trained to improve the
quality and accuracy of guest profiles with the help of OPERA PMS.
12. The staff should comprehend the buying patterns of consumers so that they can provide
personalized packages and services to the consumers.
13. Lastly, the staff should also be trained to ensure compliance with the international and
international data management regulations (Xiao, 2010).

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Part-2
Analysis of the emerging technologies impacting the management of Rooms Division
operations
The emerging technologies influencing the management of room division operations are as
follows:
1. Service Automation: In the present era, the guest prefers technology over and above the
human interactions for getting their tasks done. With the help of service automation
techniques such as remote check ins and check outs and apps which let the guests order
room services through their mobiles, the requests of the guest can be automated with the
right technology. It helps the staff of the hotel to perform the other activities thereby
enhancing the guest experience.
2. Using mobile devices as door key: With the help of mobile devices, the client can open
the door of the room (Alexis, 2017).
3. Connecting the room phones with the mobile: The room phone can serve a s a hub for
vast connectivity. The guests can now pair up their mobile with the room phones and can
use them to control their TV, blind and sound system.
4. Services based on location: Through comprehending the location of the hotel staff and
the guests they can attempt to improve the experience of the guests by being able to
deliver the services to them from helping them to check out to helping the staff operate
more efficiently for transforming their rooms. The technology can be used on the basis of
some employee location based features using SIP-DECT.
5. Guest Apps: With the help of smartly designed guest apps, all the features ranging from
deal notifications to hotel services and loyalty programs can be operated from the
mobile of the guests(Nieves & Cipres,2015).
If the guests uses the group rate for a conference, the app can be used to send every item of the
itinerary and to complete the map of meeting spaces where sessions can be held.
6. Technology based Lounges: In the present era, guests prefer the use of Wi-Fi in the hotels to
relax or get the work done. So the hospitality business is transforming the wishes of the guests
into semipublic spaces where they can involve with technology as per their convenience .

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7. Technology enabled meeting places: With the help of technology, business people need to
make multimedia presentations and video conferencing at the meeting places. The hotels need to
be user friendly by creating advanced technology enablement in the event halls and ballrooms.
8. Social response of the clients regarding the hotels: With the help of social media tools, the
hotels are able to find out the needs, wants, desires and complaints lodged by the consumers .
They even want to know their responses through calls, mails and messages.
So, most of the activities of the hotels depend upon technology directly or indirectly thereby
making IT more crucial to the operations of the hotels (Porreca, 2017).
Emerging technologies (e.g. artificial intelligence and robots) useful in the management of
Rooms Division operations
In the modern era, the services of consumer facing robots are being used by several hotels in the
world .So the machines and artificial intelligence are being able to handle a variety of jobs in the
hospitality industry. Some of the technologies relating to artificial intelligence and robots are as
follows:
1. Room services robots: The room service robots such as Relay are being used by several
hotels to deliver the products to the guest rooms. After the receipt of the orders, the hotel
staff loads the items into Relay. It navigates around the property by utilizing Wi-Fi,
sensors and cameras. By utilizing the services of Relay, the hotel staff feels free to
perform more complicated jobs.
2. In the field of maintenance and housekeeping in hotels, the services of Artificial
Intelligence and Automated Fault Detection play a major role in assisting the hotel
maintenance teams to manage the plant and equipment.
3. The robots can also be used as hotel porters. They can be used to lift the luggage of the
guests to their rooms. The use of cargo vehicles such as the Gita can offer a great support
regarding this (Wisskirchen et al., 2017).
4. From the perspective of the front desk, the services of the robots can be utilized to
provide a formal greeting for the guests along with offering a faster check –in process. A
front desk equipped with the services of robots and artificial intelligence is likely to

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provide more effective services than humans while dealing with room details and
booking information.
5. The Artificial Intelligence can prove to be useful in offering language recognition and
translation services in the hotel industry. In this context, a multilingual robot serving the
overseas guests would highly be appreciated by them.
6. The AI enabled robots can be useful to the guests by recommending them the tips on
local dining, places to visit and showing the directions to navigate in the hotel.
7. With the help of this AI enabled robot, the hotel can use its services to provide each guest
with a customized itinerary based on their preferences. It would also provide them with
tailored recommendations based on their past data (West, 2015).
8. However it might not be appreciated by all the guests. Even if all their wishes and desires
are fulfilled, they would miss the genuine care and attention which only humans can
offer.
9. In the end, it would be advisable to use the joint efforts of humans and machines to
enhance the experiences of the clients (Ivanov et al., 2017).

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Conclusion
Hence to conclude, it can be said that OPERA PMS can be used to empower the hotels by
assisting them to deal with a full spectrum of tasks which comprises of managing the staff
needs , speeding up the check-ins and improving the kitchen operations .
With the help of OPERA PMS, the hotels can fulfill the customized demands of the guests
thereby improving their productivity, cost effectiveness and efficiency. The operating cost can
be mitigated by centralizing the hardware and the software of the hotels and thus eliminating the
necessity for on premise servers on each premise.

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