For Opera Cloud Properties

White-glove implementation

4-6 week deployment with dedicated Solutions Engineer. OHIP configuration, brand training, agent onboarding, and comprehensive testing. Zero IT overhead.

Dedicated Solutions Engineer

Your assigned SE manages the entire process—OHIP configuration, Opera Cloud integration testing, brand voice training, and live agent onboarding.

Proven Methodology

Four-phase approach refined across dozens of Opera Cloud deployments. Requirements → Configuration → Testing → Launch with clear milestones and deliverables.

Start Implementation Planning

4-Phase Process

Implementation timeline

Proven methodology with clear deliverables and acceptance criteria. Your Solutions Engineer manages the entire process while you focus on daily operations.

Requirements & Discovery

Week 1

Deep dive into your property operations, brand voice, service catalog, and guest experience standards. Foundation for all subsequent configuration.

📋

Operational mapping: Service catalog, pricing, policies, brand voice guidelines

🔧

Technical audit: Opera Cloud configuration, OHIP permissions, API access verification

👥

Stakeholder alignment: Key contacts, escalation paths, success criteria definition

🎯

Success metrics: KPIs, conversion targets, guest experience benchmarks

Configuration & Integration

Weeks 2-3

OHIP setup, Opera Cloud integration, AI model training on your property data, and platform configuration based on discovery findings.

🔗

OHIP configuration: Event subscriptions, webhook endpoints, authentication setup

🤖

AI training: Property-specific conversational flows, brand voice tuning, service knowledge

⚙️

Platform setup: Property branding, service catalog, pricing integration, user workflows

🔐

Security setup: Access controls, API permissions, audit logging configuration

Testing & Agent Training

Week 4

Comprehensive testing across guest scenarios, Opera Cloud workflows, and agent handoff processes. Brand training for live agents begins.

🧪

Integration testing: End-to-end Opera Cloud workflows, booking modifications, payment processing

🎭

Scenario testing: Guest journey simulation, edge case handling, escalation paths

👨‍🎓

Agent training: Brand voice coaching, SOPs, property-specific scenarios, quality standards

📊

Performance validation: Response times, accuracy metrics, conversation quality assessment

Launch & Optimization

Weeks 5-6

Soft launch with monitoring, performance optimization, and 30-day post-launch support. Transition to standard managed service operations.

🚀

Soft launch: Limited traffic, close monitoring, immediate feedback incorporation

📈

Performance tuning: Conversation optimization, response refinement, workflow adjustment

✅

Acceptance testing: Stakeholder validation, success criteria verification, sign-off process

🎯

Transition to ops: 24/7 managed service handoff, ongoing optimization, success measurement

Prerequisites

What we need from you

Simple requirements for Opera Cloud properties. Most items you already have—we just need access and basic operational information.

Technical Prerequisites

Standard Opera Cloud setup with OHIP access. No additional infrastructure or IT resources required from your team.

🔗

Opera Cloud Tenancy Active Opera Cloud installation with OHIP (Oracle Hospitality Integration Platform) enabled. Most properties have this by default.

🔐

API Access Permissions OHIP administrator account access for webhook configuration and event subscription setup. We'll guide you through the permission grant process.

🌐

Domain Setup Subdomain for your hotel commerce URL (e.g., stay.yourhotel.com). DNS configuration assistance included if needed.

📧

SSL Certificate Valid SSL certificate for your chosen subdomain. We can provide guidance on procurement if you don't have one.

Operational Information

Property details and brand guidelines that inform AI training and agent coaching. Standard operational documentation you likely already maintain.

📋

Service Catalog Complete list of services, amenities, experiences, and pricing. Spa menus, F&B options, concierge services, local experiences, etc.

🎨

Brand Voice Guidelines Brand standards, tone of voice, messaging guidelines, and guest communication preferences. If formal guidelines don't exist, we'll help develop them.

📚

Standard Operating Procedures Guest service SOPs, escalation procedures, check-in/out policies, and common guest scenarios. Agent training depends on these protocols.

👥

Key Stakeholders Designated contacts for operations, IT, guest services, and management. Clear escalation path for decision-making during implementation.

Quality Assurance

Comprehensive testing process

Multi-phase testing ensures platform reliability, Opera Cloud integration accuracy, and guest experience quality before launch.

Three-Layer Testing Approach

System integration, conversation quality, and operational readiness validated through automated testing and human review cycles.

Integration Testing

Opera Cloud API workflows, OHIP event handling, folio management, and payment processing verification using your actual tenancy configuration.

Conversation Testing

AI conversation quality, brand voice consistency, service knowledge accuracy, and escalation path validation through scripted scenarios.

Operational Testing

Live agent handoff procedures, brand training validation, response time compliance, and guest experience consistency assessment.

Implementation Support

Support throughout implementation

Dedicated resources and expertise assigned to your implementation. Solutions Engineer, Customer Success Account Manager, and technical specialists.

👨‍💼

Solutions Engineer

Dedicated technical expert manages your entire implementation—requirements gathering, Opera Cloud integration, testing coordination, and launch execution.

🤝

Customer Success Account Manager

Strategic liaison for stakeholder communication, project coordination, success metrics tracking, and post-launch optimization planning.

🎓

Brand Training Specialists

Professional trainers work with your live agents to ensure brand voice consistency, SOP compliance, and quality standard adherence.