Reservations

A reservation connects the guest party, assigned unit, arrival date, departure date, guest count and nightly rate. The Front Desk Agent checks the intended stay before confirming it. A front desk handoff then has a single record to open when the guest arrives, asks for service or checks out. Keep the reservation number with correspondence so staff can locate the right stay when names repeat.

For a family arriving on Friday, record the guest party once and attach it to the requested stay. Select the intended unit and compare its capacity with the party size. A room that looks available now may already be reserved for part of the requested date range. The confirmation decision should use the full interval, with the departure date treated as the first night no longer occupied.

• Request. The Front Desk Agent checks the guest, unit, party size, dates and nightly rate while the stay is Requested.
• Arrival. The Front Desk Agent opens the confirmed stay, checks the guest and unit, and records the transition to checked in.
• Departure. The Front Desk Agent reviews linked charges, payments and service work before recording checked out.

Cancellation is a separate outcome from completing a stay. Retain the cancelled reservation so staff can see which guest and unit were involved. When an arrival date or unit changes, review the stay again against other reservations before communicating confirmation to the guest.

Decide who may create and change reservations, who confirms a stay, and how the desk handles a change after confirmation. Agree on the source of nightly rates: the dated rate plan is a planning reference, while the reservation holds the rate quoted for this stay. Decide how staff identify guests who book through a group or company record. Set a clear rule for when a unit in Cleaning or Maintenance may return to sale.

Use one requested stay that crosses a weekend and one already confirmed stay for the same unit. Have the Front Desk Agent inspect the date overlap and capacity, then record the confirmation decision. Ask the Front Desk Agent to find the same reservation at arrival and explain its current status. Add a cleaning task and a pending payment so the departure review includes both operational and financial evidence. Repeat with a cancelled stay to check that it is not treated as an arrival.

• Stay requests — The desk and manager see requests waiting for a unit and date decision.
• Confirmed arrivals — Staff prepare the guest and unit handoff for upcoming stays.
• In-house stays — The current guest account and service work remain linked to the occupied stay.

Read reservation decisions and the arrival handoff.