Knowledge Base / HOSPITALITY

Amadeus Delphi (Sales and Event Management)

Vendor: Amadeus Hospitality · Enterprise

Amadeus Delphi is a hotel sales and catering system. Hotel sales and event teams use it to sell, book and run group business: blocks of guest rooms for meetings, weddings and tours, and events held in the hotel's function space with food, drink and audio-visual equipment. It was built by Newmarket International, which Amadeus acquired in 2014. Since 2012 it has run as Delphi.fdc, a managed package inside Salesforce, and Amadeus now sells it as Amadeus Sales and Event Management - Advanced. The central record is the booking, which moves one way through Prospect, Tentative (contract sent) and Definite (contract signed), or ends Lost, TurnedDown or Cancelled. Each booking carries room blocks (rooms per night) and booking events (function space, which become Banquet Event Orders). Definite room blocks are sent to the property management system - Oracle OPERA PMS has a documented two-way integration - which sends pickup and actual stay revenue back, so one event log can run from the first RFP to actual revenue. Public brand-level customers include IHG and Accor.

Group Sales (GROUP_SALES)

Group bookings, events, catering, and conference management

Activities

• RFP Received - An inquiry is created by hand or automatically from a MeetingBroker RFP (RFP Milestone Published). Timestamp: inquiry created date.
• RFP Receipt Confirmed - The seller confirms receipt to the planner; RFP Milestone moves Published to Viewed and the inquiry to Working.
• Inquiry Assigned to Owner - The inquiry is routed to a seller: Owner set or changed, recorded in Inquiry History.
• Inquiry Turned Down - The property declines at inquiry stage: inquiry status Turndown, RFP status Turned Down.
• Inquiry Lost - The inquiry is lost to a competitor before any booking existed: inquiry status Lost.
• Booking Created as Prospect - The inquiry is converted: the booking opens as Prospect and the inquiry becomes Qualified. Timestamp: booking Booked date / CreatedDate on nihrm__Booking__c.
• Room Block Created - Guest rooms are blocked for the group (nihrm__RoomBlock__c). Timestamp from record creation; INFERRED.
• Function Space Held - Booking events are placed in function rooms in the Function Diary. Timestamp from booking event creation; INFERRED.
• Proposal Sent - The proposal is sent to the client: Proposal Created Date, RFP Milestone Proposed.
• Site Visit Held - The client tours the hotel, recorded as an activity. The activity type is configured per company; INFERRED.
• Booking Tentative - Contract Sent - Status change to Tentative, which typically means a contract has been sent. From Booking History.
• Decision Due Date Passed - Derived event: the Decision Due date passes with no next status. INFERRED from Decision Due against the next status date.
• Booking Definite - Contract Signed - Status change to Definite: signed contract received or event confirmed. From Booking History.
• Booking Lost - Status change to Lost: the customer chose another venue or dropped the event. Lost Reason required; Lost to Competitor and Lost to City optional.
• Booking Turned Down - Status change to TurnedDown: the property could not or would not accommodate the request. Lost Reason required.
• Room Block Sent to PMS - The Definite block (Tentative too, if the property sends it) is loaded to OPERA as a business block. Timestamp from the integration; INFERRED.
• Room Block Changed - Blocked room counts or dates change (resize, shoulder nights). From Room Block History, if tracked.
• Reservation Picked Up - A group member's reservation made in OPERA flows back and updates Picked Up and Pickup Rate on the room block.
• Cutoff Date Reached - The cutoff date passes and OPERA releases unsold rooms at night audit. Derived from Cutoff Date (date only).
• BEO Finalised - The booking event is marked Done (nihrm__IsDone__c): the BEO is detailed and ready to distribute; later changes go to the Change Log.
• Booking Cancelled - Status change to Cancelled: the booking was Definite and did not happen. Cancels all active blocks in OPERA.
• Group Arrival - First night of the stay: booking Arrival date and PMS stay data.
• Event Held - The function takes place on its booking event date.
• Group Departure - Booking Departure date / last check-out.
• Pickup Complete - OPERA Stay Messages mark the last reservation and posting master Stay Complete; the room block and then the booking become Pickup Complete and actual guestroom revenue is final.
• Actual Event Revenue Posted - Actual event revenue replaces the forecast once the event is Done.
• Charges Posted - Charges are recorded on the booking's Transactions related list.
• Payment Received - A deposit or payment is applied (Total Payments).
• Balance Settled - Balance Due reaches zero. Derived event; INFERRED.

Case attributes

• Balance Due (decimal) - Outstanding balance from Transactions. Screen label.
• RFP Channel (string) - Source channel of the RFP. Screen label.
• Account (string) - Customer company (Account).
• Agency (string) - Intermediary or third party on the booking. Screen label.
• Arrival Date (date) - First night of the stay. Screen label.
• Decision Due (date) - Contract follow-up date. Screen label.
• Departure Date (date) - Last day of the stay. Screen label.
• Materialization % (decimal) - Probability of turning Definite. Screen label.
• Booking ID (string) - nihrm__Booking__c Id. The case id.
• Lost Reason (string) - Why the booking was lost, turned down or cancelled; customer-configured pick list. Screen label.
• Lost to Competitor (string) - Competing venue that won. Screen label.
• Property (string) - Hotel holding the booking (nihrm__Property__c).
• Actual Event Revenue (decimal) - Actual BEO revenue after the event is Done. Screen label.
• Blended Guestroom Revenue Total (decimal) - nihrm__BlendedGuestroomRevenueTotal__c.
• Blocked Roomnights (integer) - Roomnights held. Screen label.
• Cutoff Date (date) - nihrm__CutoffDate__c: room release date.
• Housing Method (string) - nihrm__HousingMethodName__c: how reservations are taken.
• Picked Up Roomnights (integer) - Roomnights actually reserved against the block. Screen label.
• Pickup Complete (boolean) - All blocks stay complete. Screen label.
• Booking Owner (string) - Sales manager who owns the booking (User).
• Catering Manager (string) - Catering manager on the booking (nihrm__CateringManager__r).
• Booking Type (string) - nihrm__BookingTypeName__c.
• Lead Source (string) - nihrm__LeadSourceName__c: how the group found the property.
• Market Segment (string) - nihrm__BookingMarketSegmentName__c. Values are customer-configured.
• Booking Status (string) - Prospect, Tentative, Definite, Lost, TurnedDown or Cancelled. Screen label.
• Last Status Date (date) - When the status last changed. Screen label.

Process-mining benefits (historical)

• RFP response time by property, channel and seller [Efficiency]: Measure the time from RFP Received to Proposal Sent for every inquiry, and see where responses miss the planner's window. Planners expect a reply within days; a slow response is itself a loss reason.
• Full funnel conversion, wins included [Cash]: Conversion from inquiry to Prospect, Tentative and Definite by segment, seller and property - including the wins that a lost-business database leaves out, so the rate is real.
• Lost business value by reason and competitor [Cash]: Quantify the roomnights and revenue lost per Lost Reason, competitor and city, and how much ends up in 'Other'.
• Time to definite and the contracts that stall [Efficiency]: Show the elapsed time from Prospect to Definite, and which bookings sat past their Decision Due date before signing or being lost.
• Pickup and attrition by account and segment [Cash]: Compare blocked against picked-up roomnights per account and segment, and find the groups that repeatedly under-deliver against the usual 80-90% pickup threshold.
• Forecast against actual revenue [Compliance]: Compare forecast revenue and Materialization % at Definite with actual room and event revenue after the stay, by seller and property.

Process-mining benefits (action)

• Flag RFPs nearing the response window [Service]: Alert when an inquiry is still Open or Working near the response target, before it escalates in MeetingBroker or the planner moves on.
• Chase Tentatives past Decision Due [Cash]: A daily list of Tentative bookings past their Decision Due date, with the revenue at risk, for seller follow-up.
• Pickup watchlist before cutoff [Cash]: Flag Definite blocks whose pickup pace is behind before the cutoff date, so they can be resized or remarketed while there is still time.
• Enforce attrition and cancellation terms [Compliance]: Match pickup shortfalls and cancellations against the fees actually charged, and list the leakage for billing.
• Require a usable lost reason [Compliance]: Flag lost, turned-down and cancelled bookings whose reason is 'Other' or whose comments are empty, so the loss data can be used.
• Route leads to the sellers who convert [Efficiency]: Use response time and conversion by owner and segment to tune how leads are routed, and spot inquiries that bounce between owners.

Data tables

• Booking Event - Screen label Booking Event; the object API name is NOT published - confirm it in the org. A function or event (meeting, banquet) in a function room on a date and time. Its status follows the booking and can be lower but never higher. Field API names below were confirmed by Amadeus.
• Booking History - Screen label Booking History (related list on the booking); API name NOT published. The audit trail of booking changes: date of change, field changed, user, original value, new value. This is where the status timeline lives. It looks like standard Salesforce field history (INFERRED, not confirmed), which keeps a limited period unless retention is extended - confirm which fields are tracked and how far back it goes.
• Inquiry - Screen label Inquiry; API name NOT published. The lead or RFP before it becomes a booking, created by hand or automatically from a MeetingBroker RFP. Status Open, Working, Qualified (converted to a booking), Turndown or Lost. Many inquiries never become bookings, so a booking-only log hides them.
• nihrm__BookingRoomNight__c - Guest room grid: one record per night with rooms and rates; the base for pace and pickup. Child of the booking. Shown on screen with D / T / P status codes per night. Object API name confirmed.
• nihrm__Booking__c - Booking: the group or event sales opportunity and the parent of everything else. Carries the status (Prospect, Tentative, Definite, Lost, TurnedDown, Cancelled), owner, account, dates, segmentation, revenue totals and lost-business fields. The default case for process mining. Object API name confirmed in public sources; fields marked Screen label are not.
• nihrm__RoomBlock__c - Room block: the guest rooms held for a booking, sent to the PMS as a business block. Has its own status (follows the booking, plus Block Cancelled), counts and cutoff. A status cannot be downgraded: the block is cancelled and a new block with a new PMS ID is created. Object API name confirmed; fields are screen labels from the Amadeus PMS field mapping guides.
• Activity - Screen label Activities / Activity History; sales tasks, calls, appointments and site visits on a booking. On Salesforce these are probably the standard Task and Event objects (INFERRED; confirm). Activity types are configured per company.
• BEO (Banquet Event Order) - Screen label Event Order / BEO; the object API name is NOT published (only the lookup nihrm__Beo__r from the booking event was seen). Holds ordered items and actual revenue; gets a BEO number when merged into a document.
• Booking Event History - Screen label Booking Event History; API name NOT published. Audit trail of changes to a booking event.
• Booking Status Change report - Fixed Amadeus Report (Pace and Productivity): each booking's status at the start and end of a date range, by owner, with revenue change. A no-IT way to get status movement, but it gives two snapshots per window, not every transition with its own timestamp.
• Change Log Entry - Screen label Change Log / Change Log Entry; API name NOT published. Records changes to event orders after they were distributed. Must be enabled in Amadeus Settings.
• Inquiry History - Screen label Inquiry History; API name NOT published. Audit trail of inquiry changes - owner assignments and status changes. Needed for lead response time and routing.
• Reservation - Screen label Reservation (related list on the booking); API name NOT published. Individual guest reservations made in the PMS against the room block and sent back to Delphi. Since R35 OPERA guest personal data is no longer stored on Delphi reservations.
• Room Block History - Screen label Room Block History (View History on Room Block Details); API name NOT published. Audit trail of room block changes - resizes, status and cutoff changes.
• Transaction - Screen label Transactions (related list on the booking); API name NOT published. Charges, deposits and payments on the booking. External Posting ID matches charges from the PMS or POS.
• Account - Standard Salesforce Account: the customer company; also used for agencies and other intermediaries. Maps to the OPERA Company or Travel Agent profile.
• Contact - Standard Salesforce Contact: the booking contact or planner. Booking and Contact map to the OPERA Group Profile.
• User - Standard Salesforce User: booking owner (sales manager), catering manager and service manager.
• nihrm__FunctionRoom__c - Function room: the meeting and banquet space master per property, shown in the Function Diary. Object API name confirmed.
• nihrm__Property__c - Property: one hotel. One Salesforce org can hold many properties, so this is the multi-property dimension. Object API name confirmed.
• MeetingBroker Business Data Export - MeetingBroker report built to feed a business data warehouse: one row per RFP with guestroom and function revenue. Adds the lead stage for RFPs that never became bookings.

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