SHIFTOps

System Reference Guide

Opera
Cloud

Opera Cloud is the system of record for reservations, billing, cashiering, routing, and audit. This guide supports Front Office teams in identifying risk early, verifying setup correctly, and maintaining clarity across every shift.

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Purpose

How This Guide Should Be Used

This guide is designed for live operations. It should be used to support decision-making—not replace leadership direction or SOPs.

Standard If something looks unclear, pause, document, and escalate before making changes that impact the guest.

Arrivals

Prevent issues before the guest arrives at the desk.

Billing

Ensure every charge has a clear owner and correct routing.

Audit

Prepare the property for a clean and accurate next day.

Operations

Core Workflows

Arrivals | Reservation Review

Review reservations with intention. This is where most preventable issues originate.

  • Dates, room type, rate
  • Payment & guarantee method
  • Routing & folio setup
  • Alerts, traces, comments
Where to Slow Down Prepaid, third-party, virtual card, group, and award reservations.
Expectation The guest should not discover setup errors at check-in.
Billing | Payment & Routing

Billing accuracy comes down to ownership. Every charge must be assigned correctly.

  • Room & tax vs incidentals
  • Routing by folio window
  • Virtual card placement
  • Direct bill verification
Critical Reminder Notes do not equal setup. Routing must match the instruction.
Escalate When Payment declines, high balances, unclear billing responsibility.
Due-Outs | Departure Management
  • Confirm extensions or late checkouts
  • Resolve outstanding balances
  • Identify follow-up needs
Standard No due-out should remain unresolved without documentation.
Open Folios | Visibility

Every open folio must clearly explain its status.

Required Why it’s open, what’s been done, and what’s next.
Cashiering | Shift Close
  • Balance bank
  • Report discrepancies
  • Organize documentation
Expectation Your shift should be fully understandable after you leave.
Night Audit | Readiness
  • Check arrivals & no-shows
  • Review due-outs & open folios
  • Confirm cashiering completion
Do Not Continue if errors appear without understanding the cause.
Escalation | When to Ask for Help

Escalation protects the operation and the guest experience.

Good Escalation Includes Situation, expectation, outcome, and support needed.

Final Check

Before You Move On

Before closing any task, confirm the next person will understand what happened.

Ask Yourself Would the next shift understand this without asking questions?