Bookings & front desk

Handle changes with a clear decision

Front Desk Coordinator prepares routine requests within current approved property and PMS policy. Protected amendments, cancellations, room moves or commercial exceptions require independent Property Manager review; a monetary exception also follows its required Finance Manager approval.

The decision authorizes the exact request. It does not itself confirm a booking, move an occupied guest or record check-in. Those changes become external facts only when the verified current PMS result establishes them.

Required approval excludes the actual preparer and material contributors. A changed request retains a new reviewed revision rather than using an earlier approval for different dates, guests or terms.

Follow the result of each request

Each request retains one intended action and the evidence of its actual result. A transport acknowledgment shows that a message was received, not that the requested reservation or stay change succeeded.

If the outcome is uncertain, the team reconciles that same request with the authoritative source before starting a new logical attempt. Repeated delivery of the same confirmed event does not create another booking or stay. Conflicting content remains visible for review.

Source versions also protect against an older update replacing a newer authoritative state. An adverse fact arriving late still matters: it remains available for investigation even when it cannot replace the current projection.

Resolve differences without losing what happened

A housekeeping observation can disagree with the PMS occupancy view. Front desk follows the discrepancy to its source instead of silently overwriting either observation. A new confirmed PMS occupancy fact remains visible even when it conflicts with local readiness or an active block.

Cancellations, no-shows, extensions, early departures and room moves preserve the portion of a stay that actually occurred. Local restrictions can prevent another promise or unsafe work while the authoritative discrepancy is being resolved.

Keep property dates meaningful

Stay nights use the property’s calendar and timezone, with departure ending the booked interval. Actual occupancy uses its source timestamps and room segments. Business or service date is separately retained from the ERP financial posting period.

This lets the team follow a daylight-saving stay or a room move without treating every night as a fixed elapsed duration. Actual room revenue comes from the PMS financial events rather than a guessed nightly rate multiplied by the local calendar.

Arrivals and Stay Position supports this work. The booking-to-arrival process follows requests and confirmations, while housekeeping and room readiness explains the local operational checks.