Departure and turnover

At departure the team reviews the reservation, posted charges and confirmed payments. The guest can leave with an outstanding balance after Finance Officer acknowledges it; checkout must not change a pending payment to confirmed. The unit then moves through Cleaning before it is made Available. A cleaning task links the unit, reservation and assigned staff member to the handoff.

• Folio decision. Use posted charges and confirmed receipts when deciding what remains outstanding.
• Cleaning work. Assign the turnover task to a named person and record completion.
• Unit release. Check the inspection outcome before making the unit available for another stay.

The Property Manager can follow the reservation from request through checkout while each specialist keeps the record they own up to date. A change to one part of the stay should be checked against the linked records before the next person acts. The team should use the reservation number when discussing a particular visit, especially where a guest has stayed before.

Agree who can close a stay, who checks the final folio and who may release a room. Agree how the manager receives the inspection result at turnover. Train the desk to check the unit state as well as the reservation dates before offering the room to another guest.

Keep the first operating cycle small enough that the desk, manager and finance team can check the same case together. Review who can see guest contact details and financial amounts, and test the shift handoff with an arrival and a departure on the same day. A clear owner for each status change matters more than an attractive calendar display.

A Sunday departure is due before a later arrival. Finance Officer reviews the posted folio and the confirmed payment against the departing reservation. An authorized Front Desk Agent submits checkout after the account decision. The unit changes from Occupied to Cleaning. A Cleaning task is assigned and completed, then Property Manager checks the inspection result. Only after a passed inspection does Property Manager change the unit to Available. The desk checks that unit status before offering it for the later arrival.

Use that case during rehearsal. Have the next person open the linked reservation and explain what they would do, which record they would change, and what evidence they need before doing so. If the decision is still unclear, settle the property rule before relying on the view during a busy shift.

• Confirmed receipts — Review confirmed money before the departure account is closed.
• Units needing attention — Keep rooms marked Cleaning or Maintenance in the turnover queue.

See the operating handoff and implementation for the decisions to rehearse before the property uses this flow.