CLOUDPM RESERVATIONS USER GUIDE

Multi-Systems Inc.

January 11, 2013

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CLOUDPM RESERVATIONS USER GUIDE

Table of Contents Vocabulary to Know ................................................................................................................................................................ 3 Creating a New Reservation.................................................................................................................................................... 4 Walk In .................................................................................................................................................................................... 6 Modifying a Reservation ......................................................................................................................................................... 7 Cancelling a Reservation ......................................................................................................................................................... 7 Copying (Reinstating) a Cancelled Reservation ...................................................................................................................... 8 Day Use Reservation ............................................................................................................................................................... 8 Copying a Reservation............................................................................................................................................................. 8 Modifying the Tax Exemption Status ...................................................................................................................................... 9 Modifying the Rate for a Stay with Different Rates on Different Days................................................................................... 9 Modifying the Rate for a Stay with the Same Rate on All Days ............................................................................................ 10 Confidential Rate .................................................................................................................................................................. 10 Comp Room........................................................................................................................................................................... 10

Multi-Systems Inc.

January 11, 2013

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CLOUDPM RESERVATIONS USER GUIDE

Vocabulary to Know Confirmation Number: A guest confirmation number is issued when the reservation is first saved. It is recommended that this number be given to a guest. Users are able to locate guest reservations by typing in the individual confirmation number on the Search screen. Folio Number: A guest folio number is issued when the reservation is first saved. Users are able to locate a guest account by typing in the individual folio number on the Search screen. Status: When a reservation is made the system automatically fills in the Status. Each time the reservation is changed, the system updates the field with the correct information. The status is located underneath the Ribbon Bar.     

Reserve – a new or modified reservation. In-house – a guest that is checked in Cancelled – a reservation that is cancelled Checkout – a guest that has checked out Day Use Room - an occupied room that checks in and checks out within the same business date .

Multi-Systems Inc.

January 11, 2013

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CLOUDPM RESERVATIONS USER GUIDE

Creating a New Reservation

1. From the Reservation Module, select New Reservations under New from the navigation bar on the left side of the screen. Note: Fields that are a camel color are required fields and need to be populated with information. 2. Arrival Date: Type in the date in the correct date format (MM/DD/YY) and press the Tab key. Note: You can also click on the calendar box beside the date to display the calendar and choose your arrival date. 3. Nights: Type in the number of nights the guest will be staying and press the Tab key. Note: You can also use the up and down arrows to choose the number of nights. 4. Depart: This field will automatically populate, if you have chosen the Arrival Date and number of Nights. Press the Tab key. Note: You can also fill in the Arrival Date and the Departure Date and the number of nights will automatically populate. 5. Adult| Child O| Child U: Type in the number of adults and children attached to this reservation and press the Tab key. Note: Child O represents children over specific ages that are charged an additional rate fee. Child U is for children under a specific age that are not charged an additional rate fee. Multi-Systems Inc.

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CLOUDPM RESERVATIONS USER GUIDE 6. Group: If the reservation is linked to a Group, choose the Group Code from the drop down or type in the code. Press the Tab key to advance to the next field. 7. Rate Code|Rate: Click on the ellipsis box (box with the three dots), and select the correct rate code and click OK. The correct rate will populate, based on how the rates have been set up in the database. Then press the Tab key to advance to the next field. Note: You can also double click on the correct rate code. 8. Packages: If the reservation is associated with a Package, click on the ellipsis button (button with the three dots), and select the correct Package code and click OK. The press the Tab key. Note: The red X will clear the Package field. 9. Room Type|Rm #: If the default room type in the field is not the room type requested, click on the ellipsis button (button with the three dots), highlight the correct room type and click the OK button. Note: You can also double click on the requested room type. Click on the ellipsis button to choose a room number. Highlight the room number and click OK or Auto Assign (CloudPM chooses a room number for you). Note: You can also double click on the room number. The red X will clear the room number. 10. Guest Name (L, F): Fill in the guest’s last name and click on the ellipsis button (button with the three dots) and search for their Guest Profile record. If their record does not exist, click on the New Guest button and you are returned to the reservation screen. Note: A new Guest Profile record will be created, when you save the reservation. Also, check with your manager as to what format to enter the name – all upper case or upper /lower case. Fill in a first name if necessary. 11. Res Source: Source of business code. Click on the drop down arrow and choose the appropriate option. Codes are property defined to track where reservations come from. 12. Market: Market segment code. Click on the drop down arrow and choose the appropriate option. Codes are property defined to track which markets reservations come from. 13. Address: Click in the Address box and fill in the Street or P.O. Box address for the guest. The second line can be used to input Suite, Apartment or Route number. Note: You can also click on the Address button and fill in the appropriate information in the fields provided. You can also fill in an optional address, by clicking on the Other tab and entering a second address. 14. City: Fill in the City information and press the Tab key. 15. State/Prov: Fill in the State or Province information and press the Tab key. 16. Postal Code: Type in the Postal/Zip code and press the Tab key. Note: Currently, there is not a Postal Code database in CloudPM. 17. Country: Fill in the appropriate Country and press the Tab key. 18. Telephone: This field is used for the Telephone number. Press the Tab key when finished. 19. Email: This field is used for the Email address. Press the Tab key when finished. Multi-Systems Inc.

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CLOUDPM RESERVATIONS USER GUIDE 20. Special Requests: If necessary, click on the ellipsis button (button with the three dots) and choose the appropriate request(s). Note: Special Request codes are property defined in the database and may be billable or non-billable. The red X will clear the Special Request(s). 21. Comments: Fill in this field to enter information regarding this reservation. Comments will show up on Registration Cards and Confirmations. 22. Hold Type: Click on the drop down arrow and choose the correct Hold Type. Hold Types are created by the site and used to determine how the reservation is to be held. 23. Payment Type: Property defined. Click the drop down arrow and choose the correct option of how the reservation will be guaranteed. Note: If a credit card is selected, a valid credit card number will need to be entered. The little ‘eye’ symbol when clicked on, will show the full credit card number, if the user has the security to access credit card numbers. If Direct Bill is selected, a current account will need to be entered. The red X clears the payment field. 24. Travel Agent: If you need to attach a Travel Agent to the reservation, click on the ellipsis button (button with the three dots) and search for the Travel Agent – either by Agency Name or IATA#. Highlight the correct Travel Agent and click OK or double click on the Travel Agent. Note: The red X will clear the Travel Agent field. There is not a Travel Agent database in CloudPM. 25. Booker: If you need to attach a Booker to the reservation, click on the ellipsis button with the three dots and search for the Booker – either by Name or Company. Double click on the correct Booker or highlight and click the OK button. Note: The red X clears the field. 26. Corporate Profile: If you need to attach a Corporate Profile, click on the ellipsis button (button with the three dots) and search for the Corporate Profile by either the Account Name or Account Code. Double click on the correct Corporate Profile or highlight and click the OK button. Note: The red X clears the field. 27. VIP Code: If you need to attach a VIP Code, click on the drop down arrow and choose the correct code. Note: The red X clears the field. 28. Other Names: You may add additional names to the reservation by entering the Guest Last Name, then First Name. Note: You may add up to three additional names. 29. On the top left side, in the Actions box click on the Save & Close button and your reservation is complete. Note: You will see a pop up box that states that the reservation has been successfully saved and you will see a confirmation number.

Walk In 1. If you are walking in a guest, click on the Walk In button. 2. Fill in the information as you would for a regular reservation. Note: Make sure the Arrival Date is the current business date.

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CLOUDPM RESERVATIONS USER GUIDE 3. Unlike a regular Reservation, you will not have an option to enter a Payment Type on the main screen – that will appear later on in the Walk In process. 4. The first pop-up box you may see, once you click on the Save button, may relate to the status of the room that you chose. If the Room Status is DIRTY. Continue check-in? Click Yes or No. If you answer No, you will be returned to the Room Availability/Features screen. Should you Cancel out of that screen, a regular reservation will be created and you will have to retrieve the reservation and check it in. 5. Should you find a clean room and change the room number, you will then get a Form of Payment pop-up box. Choosing a Credit Card type will allow you to swipe the card or manually enter in the credit card information. Choosing Direct Bill will require you to choose an active account. Choosing Cash allows you to enter a Voucher, Reference, change the Amount, or choose a different Folio, to post the cash to. 6. The next pop-up box, will display a Checked-in successfully message, followed by a Confirmation #. 7. The final pop-up will ask you if you want to print a Registration Card.

Modifying a Reservation 1. From the Reservation Module, select Reservation under Find. 2. Search for the reservation to be modified. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation Number, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room #, Room Type, Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest. It is important to remember that the more fields filled in, it narrows the search. 3. After the search criteria are returned, the user will see a magnifying glass symbol to the left of the

confirmation numbers. By clicking on this symbol, the user can access the following information; Guest Info page, Folio, Guest Profile, Rates & Taxes and the Change Log. 4. Double click on the appropriate reservation and make your changes. 5. In the Ribbon Bar click on the Save & Close button and your reservation changes are complete. Note: You will see a pop up box that states that the reservation has been successfully saved and you will see the confirmation number.

Cancelling a Reservation 1. From the Reservations Module, select Reservation under Find. 2. Search for the reservation to be cancelled. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation#, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room #, Room Type, Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest record. It is important to remember that the more fields filled in, it narrows the search. Multi-Systems Inc.

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CLOUDPM RESERVATIONS USER GUIDE 3. After the search criteria are returned, the user will see a magnifying glass symbol to the left of the

confirmation numbers. By clicking on this symbol, the user can access the following information; Guest Info page, Folio, Guest Profile, Rates & Taxes and the Change Log.

4. Double click on the appropriate reservation. 5. In the Ribbon Bar click on the Cancel Reservation button. You will be asked a Reason why you are cancelling this reservation. Choose the appropriate answer from the drop down. Note: You may enter additional comments if you choose. Click the OK button. 6. There will be a pop up box that appears that states that the reservation has been cancelled successfully. Click OK. 7. On the Reservation screen, below the Ribbon Bar, you will see the Status: Cancelled and a cancellation number.

Copying (Reinstating) a Cancelled Reservation 1. From the Reservations Module, select Reservation under Find. 2. Search for the cancelled reservation. Under the Res Status column, choose Cancelled, from the drop down arrow. Enter either the Confirmation#, Last Name, Arrival Date and click on the Search button. Note: All the fields do not have to be filled out in order to search for the guest record. It is important to remember that the more fields filled in, it narrows the search. 3. Double click on the appropriate reservation. 4. In the Ribbon Bar click on the Copy Reservation button. Click on the Save & Close button. 5. There will be a pop-up box that appears that states that the reservation saved successfully and you will see the confirmation number. Click OK.

Day Use Reservation To make a ‘Day Use’ reservation, follow the same steps as a regular reservation, except at the ‘Nights’ field, it must be ‘Zero’ (0). This then makes the Arrival and Departure date the same. All the fields must be filled in just like a regular reservation.

Copying a Reservation 1. From the Reservations Module, select Reservation under Find. 2. Search for the reservation to be modified. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation Number, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room #, Room Type,

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CLOUDPM RESERVATIONS USER GUIDE Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest. It is important to remember that the more fields filled in, it narrows the search. 3. Double click on the appropriate reservation. 4. In the Ribbon Bar click on the Copy Reservation button. 5. Make any changes or just simply click on the Save & Close button and your reservation has been copied. Note: You will see a pop up box that states that the reservation has been successfully saved and you will see the confirmation number.

Modifying the Tax Exemption Status 1. From the Reservation Module, select Reservation under Find. 2. Search for the reservation you wish to display. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation Number, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room #, Room Type, Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest. It is important to remember that the more fields filled in, narrows the search. 3. Double click on the record you want to display. 4. Once on the Reservation screen, on the Ribbon Bar in the Show section, click on Rates & Taxes. 5. To exempt the guest from one or all taxes; Under the Tax Exempt Setup area, check the box for which tax/taxes the guest will be exempt from. When done click on Save on the Ribbon Bar in the Actions section. You will receive a pop up message that the reservation changes have been Saved Successfully. 6. To see what taxes are exempt or the rate without taxes go back to the Rates& Taxes in the Show section and review the Tax Exempt Setup Area or the Rate Summary field on the right for a charge breakdown.

Modifying the Rate for a Stay with Different Rates on Different Days 1. From the Reservation Module, select Reservation under Find. 2. Search for the reservation you wish to display. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation Number, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room #, Room Type, Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest. It is important to remember that the more fields filled in, narrows the search. 3. Double click on the record you want to display. 4. Once on the Reservation screen, on the Ribbon Bar in the Show section, click on Rates & Taxes.

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CLOUDPM RESERVATIONS USER GUIDE 5. Under the Daily Rate Information you can change each of the dates individually to the new rates. This will setup each day to have their own unique dollar amount to be charged each night OR after changing the first date you can click on the button to Copy Rate to All Dates. This will copy to all dates your override rate. 6. When done click on Save on the Ribbon Bar in the Actions Section. Note: You will see a pop up box that states that the reservation has been successfully saved and you will see the confirmation number.

Modifying the Rate for a Stay with the Same Rate on All Days 1. From the Reservation Module, select Reservation under Find. 2. Search for the reservation you wish to display. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation Number, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room #, Room Type, Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest. It is important to remember that the more fields filled in, narrows the search. 3. Double click on the record you want to display. 4. Once on the Reservation screen, click in the Rates & Taxes field and edit as needed. 5. When done click on Save on the Ribbon Bar in the Actions Section. Note: You will see a pop up box that states that the reservation has been successfully saved and you will see the confirmation number.

Confidential Rate 1. If you see a check box in the Conf column and it is grayed out, you will then know that the rate code has built as Confidential. 

Note: At the time of booking the reservation a red hand will appear next to the Rate to indicate a confidential rate. The Rate amount will NOT be displayed on the Registration Card or the Folio.

2. To see where a rate is set as Confidential, click on GM Functions, on the navigation bar on the left hand side of the screen, click on Room And Rates, click on Search, then click on a Rate Code that is Confidential, and on the top right hand side, below the ribbon bar and beside the rate Description, you will see a check box for Confidential. If the box is checked – then the rate is set as Confidential.

Comp Room 1. In CloudPM, you can either comp a certain day or a full stay. From the Reservation Module, select Reservation under Find. 2. Search for the reservation you wish to display. Note: There are several ways to search for a particular reservation. From the All Guests dropdown, choose the appropriate filter. You can then choose a sub filter. Choices include: Confirmation Number, Last Name, First Name, Arrival Date, Departure Date, Hold Type, Room Multi-Systems Inc.

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CLOUDPM RESERVATIONS USER GUIDE #, Room Type, Res Status and Folio#. Click on the Search button. Note: All fields do not have to be filled out in order to search for the guest. It is important to remember that the more fields filled in, narrows the search. 3. Double click on the record you want to display. 4. Once on the Reservation screen, click in the Rate & Taxes button in the Show box on the ribbon bar on the top of the screen. 5. Under Daily Rate Information, you will see a column called Comp. Place a check in the box of the day/days that you want to offer as complimentary. 6. If you want to offer the full stay as complimentary, instead of placing a check mark in the box under Comp, click on the Comp Stay button, to the right of Daily Rate Information. 7. Once completed, click on the Save or Save & Close button.

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January 11, 2013

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