Reservations

A booking party asks for a room for a specific arrival and departure. The Front Desk Agent captures the guest, unit, dates and party size in a reservation. The Property Manager checks the unit capacity and whether another confirmed stay occupies any of the same nights. A Requested record is work to decide; it is not an occupied room or an accepted promise.

The confirmation decision has to use the current reservation revision. If the guest changes dates while the team is reviewing the request, review the changed interval again. A repeated confirmation with the same operation should return the saved decision, while a conflicting change needs attention before anyone promises the room. Cancellation also stays visible as its own status.

The Front Desk Agent should also check what happened to a request that was cancelled or changed before arrival. A cancelled stay remains in the reservation history, while a new request needs its own review against the unit’s current bookings. This keeps the arrival list from mixing accepted stays with work still awaiting a decision. When the guest asks about a change, staff can explain which dates and unit were accepted.

• Request. The Front Desk Agent links the booking party and unit, then records the arrival, departure and guest count.
• Decision. The Property Manager checks capacity and overlapping nights; the Front Desk Agent confirms the current request.
• Handoff. The confirmed reservation gives the arrival team the guest, unit and dates it must honor.

Agree who may change a requested stay after the Property Manager has checked it. The Front Desk Agent needs to repeat the capacity and overlap review when dates, guest count or unit change. Decide how to handle a cancellation while another person is preparing arrival. Rehearse a same-input retry and a changed-input conflict so the desk recognizes both results.

After the first confirmation, have the Front Desk Agent open the accepted stay and compare its dates with the unit’s other confirmed stays. Try to confirm a second request for an overlapping night. The second request should remain unresolved while the first keeps its confirmed state. At check-in, verify that the selected unit is ready before moving the stay forward.

• Requested reservations — Review guest, dates, unit and party size before the confirmation decision.
• Confirmed stays — Prepare accepted arrivals and check the selected unit.

Walk through the related operating process with the team, then use the data model to check the records each step changes.