Check-out (Trả Phòng)¶
Trang Check-out là công cụ chuyên biệt để xử lý quy trình trả phòng cho khách, thanh toán các chi phí phát sinh, và đảm bảo khách hàng rời khỏi khách sạn một cách suôn sẻ và hài lòng.
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Tổng Quan¶
Trang Check-out được thiết kế để:
- Quản lý danh sách khách trả phòng hôm nay - Xem tất cả bookings với departure date = today
- Xử lý check-out nhanh - Quy trình check-out tối ưu hóa
- Tính toán chi phí cuối cùng - Room charges, minibar, room service, damages
- Xử lý thanh toán - Thu tiền, refund deposit, process final payment
- Thu thập feedback - Guest satisfaction survey
- Quản lý phòng - Notify housekeeping, room inspection
- Xử lý late checkout - Late checkout requests và fees
graph TD
A[Check-out Dashboard] --> B[Today's Departures]
A --> C[Late Checkouts]
A --> D[Early Checkouts]
B --> E[Select Guest]
C --> E
D --> E
E --> F[Review Folio]
F --> G[Add Charges]
G --> H[Process Payment]
H --> I[Collect Feedback]
I --> J[Complete Check-out]
J --> K[Return Deposit]
K --> L[Collect Keys]
L --> M[Notify Housekeeping]
M --> N[Farewell Guest]1. Check-out Dashboard¶
1.1. Tổng Quan Dashboard¶
Dashboard hiển thị tổng quan về tình hình check-out trong ngày:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
KPI Cards:
┌──────────────────┬──────────────────┬──────────────────┬──────────────────┐
│ Expected Today │ Checked Out │ Pending │ Late Checkout │
│ 18 │ 12 │ 5 │ 1 │
│ ↓ 2 from avg │ 66.7% │ ⏰ 3 early │ 💰 500k fee │
└──────────────────┴──────────────────┴──────────────────┴──────────────────┘
Chi tiết KPI:
- Expected Today (Dự kiến hôm nay):
- Tổng số bookings có departure date = today
- So sánh với average departures
-
Breakdown: Standard vs Late vs Early checkout
-
Checked Out (Đã trả phòng):
- Số lượng đã check-out / Total expected
- Percentage completion
-
Average check-out time
-
Pending (Chờ xử lý):
- Chưa check-out
- Late checkout requests
-
Outstanding payments
-
Late Checkout (Trả phòng muộn):
- Khách xin checkout sau 12 PM
- Late checkout fee collected
- Impact on arrivals
1.2. Quick Actions¶
Các action nhanh trên dashboard:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Quick Actions:
- Quick Search: Tìm booking theo name, room number, booking code
- Late Checkout: Xử lý late checkout requests
- Checkout Report: View checkout statistics và revenue
- Refresh: Cập nhật real-time data
- Settings: Cấu hình check-out preferences
1.3. Time-based Views¶
Dashboard có 3 views theo thời gian:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Tabs:
- Standard Checkout (Before 12:00 PM):
- Khách check-out trong giờ tiêu chuẩn
- Majority của departures
- Normal check-out flow
-
No late checkout fee
-
Late Checkout (12:00 PM - 6:00 PM):
- Khách request checkout muộn
- Late checkout fee applies (ví dụ: 500,000 VND cho 12-2 PM, 1,000,000 VND cho 2-6 PM)
- Impact on room availability for arrivals
-
Approval required
-
Early Checkout (Before 10:00 AM):
- Khách checkout sớm hơn expected
- Check if early departure fee applies (nếu cancellation policy)
- Quick turnover for housekeeping
2. Today's Departures List¶
2.1. Departures Table View¶
Danh sách chi tiết các booking trả phòng hôm nay:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Table Columns:
| Column | Description | Example |
|---|---|---|
| Status | Check-out status badge | 🏨 In-house / ✅ Checked Out / ⏳ Pending Payment / ⏰ Late |
| Time | Expected checkout time | 12:00 PM / 2:00 PM (late) |
| Guest | Guest name + VIP indicator | Nguyễn Văn A ⭐ |
| Room | Room number + type | 301 - Deluxe Ocean View |
| Nights | Length of stay | 3 nights (Dec 10-13) |
| Folio Balance | Outstanding balance | 0 VND / 850,000 VND |
| Payment | Payment status | ✅ Paid / ⏳ Pending / 💳 Card Auth |
| Late Checkout | Late checkout request | ✅ Approved (2 PM) / ⏳ Pending / - |
| Housekeeping | Room status after checkout | 🔴 Dirty / 🟡 Inspecting / 🟢 Clean |
| Actions | Quick action buttons | [Check Out] [View Folio] [Print] |
2.2. Status Badges¶
Các trạng thái check-out:
🏨 In-house - Guest still in room, not checked out yet
✅ Checked Out - Successfully checked out
⏳ Pending Payment - Awaiting payment before checkout
⏰ Late Checkout - Late checkout approved/pending
💰 Pending Refund - Deposit refund processing
⚠️ Issue - Issue requires attention (dispute, damages, etc.)
🔄 Early Checkout - Checking out earlier than expected
2.3. Filters & Search¶
Filter departures list:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Quick Filters:
Advanced Filters:
- Status: All, Ready to Check-out, Already Checked Out, Pending Payment, Issues
- Time: All, Early (before 10 AM), Standard (10 AM-12 PM), Late (after 12 PM)
- Payment: All, Fully Paid, Pending, Overpaid (refund due)
- Folio Balance: All, Zero balance, Outstanding balance, Credit balance
- Late Checkout: All, Approved, Pending, None
- Room Status: All, Dirty, Cleaning, Clean, Inspecting
- Guest Type: All, Individual, Corporate, Group, VIP
2.4. Sort Options¶
Sắp xếp danh sách:
- Checkout Time (ascending/descending)
- Guest Name (A-Z / Z-A)
- Room Number (ascending/descending)
- Folio Balance (highest first / lowest first)
- Check-out Status (ready first / pending first)
- Length of Stay (longest first / shortest first)
3. Check-out Process Workflow¶
3.1. Standard Check-out Flow¶
Quy trình check-out chuẩn gồm 6 bước:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
graph TD
A[Guest Requests Checkout] --> B[Step 1: Review Folio]
B --> C[Step 2: Add Missing Charges]
C --> D[Step 3: Process Payment]
D --> E[Step 4: Refund Deposit]
E --> F[Step 5: Collect Feedback]
F --> G[Step 6: Complete Checkout]
G --> H[Collect Key Cards]
H --> I[Print Receipt]
I --> J[Notify Housekeeping]
J --> K[Update Room Status]
K --> L[Farewell Guest]3.2. Step 1: Review Guest Folio¶
Click [Check Out] button trên booking để bắt đầu:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Guest Folio Summary:
┌─────────────────────────────────────────────────────────────────┐
│ Guest Folio - Room 401 │
│ Nguyễn Văn A │
│ Check-in: Dec 10, 2024 | Check-out: Dec 13, 2024 (3 nights) │
├─────────────────────────────────────────────────────────────────┤
│ ROOM CHARGES │
│ Dec 10: Deluxe Ocean View 2,500,000 VND │
│ Dec 11: Deluxe Ocean View 2,500,000 VND │
│ Dec 12: Deluxe Ocean View 2,500,000 VND │
│ Subtotal Room: 7,500,000 VND │
│ │
│ FOOD & BEVERAGE │
│ Dec 10 - Room Service (Dinner) 450,000 VND │
│ Dec 11 - Minibar 180,000 VND │
│ Dec 12 - Restaurant (Lunch) 320,000 VND │
│ Subtotal F&B: 950,000 VND │
│ │
│ OTHER CHARGES │
│ Early Check-in Fee 500,000 VND │
│ Laundry Service 150,000 VND │
│ Spa Treatment 1,200,000 VND │
│ Subtotal Other: 1,850,000 VND │
│ │
│ TAXES & FEES │
│ VAT (10%) 1,030,000 VND │
│ Service Charge (5%) 515,000 VND │
│ Subtotal Tax: 1,545,000 VND │
│ │
│ ─────────────────────────────────────────────── │
│ TOTAL CHARGES: 11,845,000 VND │
│ │
│ PAYMENTS │
│ Dec 10 - Booking.com Payment -7,500,000 VND ✅ │
│ Dec 10 - Early Checkin Fee -500,000 VND ✅ │
│ Dec 10 - Deposit (Hold) -2,000,000 VND 💳 │
│ │
│ ─────────────────────────────────────────────── │
│ BALANCE DUE: 1,845,000 VND │
│ DEPOSIT TO REFUND: 2,000,000 VND │
└─────────────────────────────────────────────────────────────────┘
[✏️ Add Charges] [📊 View Details] [🖨️ Print Folio] [➡️ Continue]
Folio Review Checklist:
- ✅ All room nights charged correctly
- ✅ F&B charges verified (check POS integration)
- ✅ Minibar consumption recorded
- ✅ Laundry/Spa charges posted
- ✅ Taxes calculated correctly
- ✅ Previous payments applied
- ⚠️ Check for missing charges
3.3. Step 2: Add Missing Charges¶
Thêm các charges còn thiếu:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Add Charge Form:
┌─────────────────────────────────────────────────────────────────┐
│ Add Charge to Folio │
├─────────────────────────────────────────────────────────────────┤
│ Charge Type: [Minibar ▼] │
│ Options: Room Service, Minibar, Laundry, │
│ Spa, Telephone, Parking, Damage, Other │
│ │
│ Description: [Minibar - Coca Cola x2, Water x1] │
│ │
│ Amount: [50,000] VND │
│ │
│ Date: [Dec 12, 2024 ▼] │
│ │
│ Quantity: [1] │
│ │
│ Tax Included: ☑ Yes (10% VAT + 5% Service) │
│ │
│ Notes: [Not posted from minibar system] │
│ │
│ [Add Charge] [Cancel] │
└─────────────────────────────────────────────────────────────────┘
Common Missing Charges:
- Minibar: Items consumed but not scanned
- Phone Calls: International/long-distance calls
- Parking: Daily parking fees
- Damages: Broken items, stains, missing items
- Late Checkout Fee: If approved
- Extra Guest Fee: Unregistered guest stayed
- Pet Fee: If pet stayed
Minibar Reconciliation:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Minibar Reconciliation - Room 401:
┌────────────────┬──────────┬──────────┬──────────┬──────────┐
│ Item │ Initial │ Final │ Consumed │ Price │
├────────────────┼──────────┼──────────┼──────────┼──────────┤
│ Coca Cola │ 4 │ 2 │ 2 │ 40,000 │
│ Water (500ml) │ 3 │ 2 │ 1 │ 20,000 │
│ Beer (Heineken)│ 2 │ 2 │ 0 │ - │
│ Snickers │ 2 │ 1 │ 1 │ 30,000 │
├────────────────┴──────────┴──────────┴──────────┼──────────┤
│ Total Minibar Charges: │ 90,000 │
│ Already Posted: │ -40,000 │
│ Missing Charges: │ 50,000 │
└─────────────────────────────────────────────────┴──────────┘
[Post Missing Charges] [Waive] [Dispute]
Room Damage Assessment:
Nếu phát hiện damage:
Room Damage Report - Room 401:
Damage Type: [Stain on Carpet ▼]
Location: [Bedroom - Near window]
Severity: ⦿ Minor ○ Moderate ○ Major
Estimated Cost: [200,000] VND
Photo Evidence: [📎 Upload Photos]
✅ damage-carpet-1.jpg
✅ damage-carpet-2.jpg
Housekeeper: Nguyễn Thị C
Reported: Dec 13, 2024 - 11:30 AM
Options:
⦿ Charge to guest folio
○ Charge to deposit (if sufficient)
○ Waive (hotel absorbs cost)
○ Request insurance claim
[Add to Folio] [Waive] [Defer to Manager]
3.4. Step 3: Process Payment¶
Xử lý payment cho balance due:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Payment Summary:
┌─────────────────────────────────────────────────────────────────┐
│ Checkout Payment │
├─────────────────────────────────────────────────────────────────┤
│ Total Charges: 11,845,000 VND │
│ Previous Payments: -8,000,000 VND │
│ ─────────────────────────────────────────────── │
│ BALANCE DUE: 3,845,000 VND │
│ │
│ Deposit Available: 2,000,000 VND │
│ │
│ Payment Options: │
│ ⦿ Use Deposit (2,000,000) + Pay Balance (1,845,000) │
│ ○ Pay Full Balance (3,845,000) + Refund Deposit (2,000,000) │
│ ○ Charge to Room (Company Direct Bill) │
│ │
│ Payment Method for Balance (1,845,000 VND): │
│ ⦿ Credit Card (on file - Visa **** 1234) │
│ ○ New Credit Card │
│ ○ Cash │
│ ○ Bank Transfer │
│ ○ E-Wallet │
│ │
│ [💳 Process Payment - 1,845,000 VND] │
└─────────────────────────────────────────────────────────────────┘
Payment Processing:
Processing Payment...
Using Deposit: 2,000,000 VND ✅
Charging Card (**** 1234): 1,845,000 VND ✅
Transaction ID: TXN-2024-678901
Status: ✅ Payment Successful
Remaining Deposit: 155,000 VND (to be refunded)
[Print Receipt] [Email Receipt] [➡️ Continue]
Split Payment:
Nếu multiple payment methods:
Split Payment:
Payment 1: Deposit 2,000,000 VND ✅
Payment 2: Credit Card 1,500,000 VND ✅
Payment 3: Cash 345,000 VND ⏳
Total Collected: 3,845,000 VND
Balance: 0 VND ✅
[Complete Payment]
3.5. Step 4: Refund Deposit¶
Refund security deposit:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Deposit Refund:
┌─────────────────────────────────────────────────────────────────┐
│ Security Deposit Refund │
├─────────────────────────────────────────────────────────────────┤
│ Original Deposit: 2,000,000 VND │
│ Used for Charges: -2,000,000 VND │
│ ─────────────────────────────────────────────── │
│ Refund Amount: 0 VND │
│ │
│ Status: ✅ Fully Used (No refund required) │
│ │
│ OR: │
│ │
│ Original Deposit: 2,000,000 VND │
│ Used for Charges: -1,845,000 VND │
│ ─────────────────────────────────────────────── │
│ Refund Amount: 155,000 VND │
│ │
│ Refund Method: │
│ ⦿ Reverse Pre-authorization (Card **** 1234) │
│ Processing time: 7-14 business days │
│ ○ Cash Refund (Immediate) │
│ ○ Bank Transfer (1-3 business days) │
│ │
│ [Process Refund] [Skip] │
└─────────────────────────────────────────────────────────────────┘
Refund Processing:
Processing Deposit Refund...
Method: Reverse Pre-authorization
Card: Visa **** 1234
Amount: 155,000 VND
Status: ✅ Refund Initiated
Expected: 7-14 business days
Transaction ID: REF-2024-567890
Receipt sent to: nguyenvana@email.com
Guest Notification:
"Your deposit refund of 155,000 VND will appear on your card
statement within 7-14 business days."
[✅ Confirmed] [Print Receipt]
3.6. Step 5: Collect Feedback¶
Thu thập feedback từ guest:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Guest Satisfaction Survey:
┌─────────────────────────────────────────────────────────────────┐
│ Guest Satisfaction Survey │
├─────────────────────────────────────────────────────────────────┤
│ "How was your stay with us?" │
│ │
│ Overall Experience: ⭐⭐⭐⭐⭐ (5/5) │
│ │
│ Room Cleanliness: ⭐⭐⭐⭐⭐ (5/5) │
│ Staff Service: ⭐⭐⭐⭐⭐ (5/5) │
│ Facilities: ⭐⭐⭐⭐☆ (4/5) │
│ Value for Money: ⭐⭐⭐⭐⭐ (5/5) │
│ │
│ Would you recommend us? │
│ ⦿ Definitely ○ Probably ○ Maybe ○ Probably Not │
│ │
│ Comments: │
│ [Beautiful ocean view! Staff was very friendly and helpful. │
│ The room was spotless. Only minor issue: Pool area could │
│ use more loungers during peak hours.] │
│ │
│ Would you like to join our loyalty program? │
│ ⦿ Yes ○ No │
│ │
│ [Submit Feedback] [Skip] │
└─────────────────────────────────────────────────────────────────┘
Quick Feedback Options:
Nếu guest vội:
Quick Checkout Feedback:
How was your stay?
😁 Excellent [Select]
😊 Good [Select]
😐 Average [Select]
☹️ Poor [Select]
[Submit & Complete Checkout]
3.7. Step 6: Complete Check-out¶
Hoàn tất check-out:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Checkout Summary:
✅ Check-out Completed Successfully!
Guest: Nguyễn Văn A
Room: 401 - Deluxe Ocean View
Check-in: Dec 10, 2024 - 2:30 PM
Check-out: Dec 13, 2024 - 11:45 AM
Nights: 3
Total Charges: 11,845,000 VND ✅
Paid: 11,845,000 VND ✅
Balance: 0 VND ✅
Deposit Refund: 155,000 VND (processing)
Guest Feedback: ⭐⭐⭐⭐⭐ (Excellent)
Final Steps:
1. ✅ Collect key cards from guest
2. ✅ Print final receipt
3. ✅ Notify housekeeping (Room 401 - Dirty)
4. ✅ Update room status to vacant-dirty
5. ✅ Send thank you email
6. ☐ Escort to exit / Call taxi
[🖨️ Print Receipt] [✉️ Email Receipt] [🚖 Call Taxi] [✅ Complete]
Key Card Collection:
Collect Key Cards:
Expected: 2 key cards
Received: [2] key cards ✅
Room 401 Access Deactivated: ✅
[Confirm Collection]
Final Receipt:
════════════════════════════════════════
SAZI HOTEL RECEIPT
123 Beach Road, Da Nang, Vietnam
Tel: +84 236 123 4567
════════════════════════════════════════
Guest: Nguyễn Văn A
Room: 401 - Deluxe Ocean View
Booking: BK-2024-001234
Check-in: Dec 10, 2024 14:30
Check-out: Dec 13, 2024 11:45
Nights: 3
────────────────────────────────────────
ROOM CHARGES
Dec 10: Deluxe Ocean View 2,500,000
Dec 11: Deluxe Ocean View 2,500,000
Dec 12: Deluxe Ocean View 2,500,000
─────────────
Subtotal: 7,500,000
FOOD & BEVERAGE
Room Service 450,000
Minibar 180,000
Restaurant 320,000
─────────────
Subtotal: 950,000
OTHER CHARGES
Early Check-in 500,000
Laundry 150,000
Spa 1,200,000
─────────────
Subtotal: 1,850,000
TAXES & FEES
VAT (10%) 1,030,000
Service Charge (5%) 515,000
─────────────
Subtotal: 1,545,000
════════════════════════════════════════
TOTAL CHARGES: 11,845,000
════════════════════════════════════════
PAYMENTS
Booking.com -7,500,000
Early Checkin - 500,000
Deposit Applied -2,000,000
Credit Card (*1234) -1,845,000
─────────────
TOTAL PAID: -11,845,000
BALANCE: 0 ✅
DEPOSIT REFUND: 155,000
(Processing to card **** 1234)
────────────────────────────────────────
Thank you for staying with us!
We hope to see you again soon.
Rate your stay: sazi.gp.mana.vn/review
Join loyalty: sazi.gp.mana.vn/loyalty
════════════════════════════════════════
Receipt #: REC-2024-567890
Date: Dec 13, 2024 11:45 AM
Cashier: Trần Thị B
Post-Checkout Actions:
Automated Actions After Checkout:
✅ Booking status → ✅ Checked Out
✅ Room status → 🔴 Vacant Dirty
✅ Housekeeping notified → Clean Room 401
✅ Thank you email sent → nguyenvana@email.com
✅ Loyalty points credited → +1,184 points
✅ Review request sent → SMS + Email
✅ Channel manager updated → Room 401 available Dec 13+
Manual Actions:
☐ Escort guest to lobby
☐ Call taxi if requested
☐ Assist with luggage
☐ Farewell: "Thank you, Mr. Nguyen! Safe travels!"
4. Special Cases & Scenarios¶
4.1. Late Checkout¶
Xử lý late checkout requests:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Late Checkout Policy:
Late Checkout Fees:
12:00 PM - 2:00 PM: 500,000 VND (20% of daily rate)
2:00 PM - 6:00 PM: 1,000,000 VND (40% of daily rate)
After 6:00 PM: Full night charge (100%)
Late Checkout Request Flow:
graph TD
A[Guest Requests Late Checkout] --> B{Time Available?}
B -->|No arrival today| C[Approve Free/Discounted]
B -->|Arrival at 2 PM| D[Approve with Fee]
B -->|Arrival at 12 PM| E[Decline - Room needed]
C --> F[Update Checkout Time]
D --> G[Add Late Checkout Fee]
E --> H[Suggest Alternatives]
F --> I[Notify Housekeeping]
G --> I
H --> J[Luggage Storage + Day Use]Processing Request:
Click [⏰ Late Checkout] button:
┌─────────────────────────────────────────────────────────────────┐
│ Late Checkout Request │
├─────────────────────────────────────────────────────────────────┤
│ Guest: Nguyễn Văn A │
│ Room: 401 - Deluxe Ocean View │
│ Standard Time: 12:00 PM │
│ Requested: 2:00 PM (+2 hours) │
│ │
│ Room Availability Check: │
│ Next Arrival: 5:00 PM (Room 401 - Trần Thị B) │
│ Cleaning Time: 2 hours (2:00 PM - 4:00 PM needed) │
│ Status: ✅ Available (3 hour buffer) │
│ │
│ Fee Calculation: │
│ Base Rate: 2,500,000 VND/night │
│ Late Fee (20%): 500,000 VND │
│ │
│ Options: │
│ ⦿ Approve - Charge 500,000 VND │
│ ○ Approve - Waive fee (VIP guest) │
│ ○ Decline - Room needed for early arrival │
│ │
│ [Approve] [Decline] [Negotiate] │
└─────────────────────────────────────────────────────────────────┘
Approval:
✅ Late Checkout Approved
New Checkout Time: 2:00 PM
Fee: 500,000 VND (added to folio)
Notifications:
✅ Guest notified via SMS
✅ Housekeeping notified (clean after 2 PM)
✅ Front desk updated
✅ Next arrival notified (if affected)
[Confirm]
4.2. Early Checkout¶
Xử lý early checkout (trước ngày expected):
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Early Checkout Scenarios:
Scenario 1: Flexible Rate
- No penalty
- Refund unused nights
- Guest happy, hotel loses revenue
Scenario 2: Non-Refundable Rate
- No refund for unused nights
- Guest pays full booking amount
- Hotel keeps revenue
Scenario 3: Moderate Cancellation Policy
- First night: Non-refundable
- Remaining nights: 50% refund
- Compromise solution
Processing Early Checkout:
┌─────────────────────────────────────────────────────────────────┐
│ Early Checkout - Room 401 │
├─────────────────────────────────────────────────────────────────┤
│ Guest: Nguyễn Văn A │
│ Original Dates: Dec 10-15, 2024 (5 nights) │
│ Actual Stay: Dec 10-13, 2024 (3 nights) │
│ Early by: 2 nights │
│ │
│ Booking Details: │
│ Rate Plan: Flexible (Free cancellation) │
│ Booked Rate: 2,500,000 VND/night × 5 nights = 12,500,000 │
│ Actual Stay: 2,500,000 VND/night × 3 nights = 7,500,000 │
│ │
│ Refund Calculation: │
│ Unused Nights: 2 nights × 2,500,000 VND = 5,000,000 VND │
│ Cancellation Fee: 0 VND (Flexible rate) │
│ Refund Due: 5,000,000 VND │
│ │
│ Payment Status: │
│ Total Paid: 12,500,000 VND (via Booking.com) │
│ Actual Charges: 7,500,000 VND │
│ Refund to OTA: 5,000,000 VND │
│ │
│ [Process Early Checkout] [Cancel] │
└─────────────────────────────────────────────────────────────────┘
Non-Refundable Case:
Early Checkout - Non-Refundable Rate:
Original: 5 nights × 2,500,000 VND = 12,500,000 VND (Paid)
Stayed: 3 nights
Unused: 2 nights
Refund: 0 VND (Non-refundable rate terms)
Guest Notification:
"Per your non-refundable booking terms, unused nights are
not eligible for refund. You will be charged the full
booking amount of 12,500,000 VND."
[Acknowledge & Proceed with Checkout]
4.3. Folio Disputes¶
Xử lý guest disputes charges:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Common Disputes:
- Minibar charges: Guest claims didn't consume
- Room service: Double charging or wrong amount
- Damage charges: Guest disputes responsibility
- Parking fees: Guest claims didn't use parking
- Internet fees: Guest expects free WiFi
Dispute Resolution Flow:
┌─────────────────────────────────────────────────────────────────┐
│ Folio Dispute - Room 401 │
├─────────────────────────────────────────────────────────────────┤
│ Guest: Nguyễn Văn A │
│ Disputed Charge: Minibar - 180,000 VND │
│ Date: Dec 11, 2024 │
│ │
│ Guest Statement: │
│ "I did not consume any items from the minibar. The charges │
│ are incorrect." │
│ │
│ Evidence: │
│ Minibar System: 2 × Coca Cola (40,000), 1 × Beer (60,000), │
│ 1 × Snickers (30,000), 1 × Water (20,000) │
│ Housekeeper: Initial check - all items present │
│ Final Check: Missing 4 items (matches system) │
│ │
│ Resolution Options: │
│ 1. ⭐ Review Evidence Together │
│ - Show minibar log with timestamps │
│ - Show housekeeper reports │
│ - Explain auto-sensor system │
│ │
│ 2. Compromise │
│ - Waive 50% of charge (90,000 VND) │
│ - Guest pays 50% (90,000 VND) │
│ - Maintain relationship │
│ │
│ 3. Full Waiver │
│ - Waive entire charge (180,000 VND) │
│ - Guest satisfaction priority │
│ - Hotel absorbs cost │
│ │
│ 4. Escalate to Manager │
│ - Complex dispute │
│ - Requires authority │
│ │
│ [Select Resolution] │
└─────────────────────────────────────────────────────────────────┘
Manager Escalation:
Escalated Dispute:
Charge: Minibar 180,000 VND
Guest: Nguyễn Văn A - VIP Loyal Customer (15 stays)
Manager Review:
✅ Evidence supports charge (sensor logs, housekeeper)
✅ Guest history: No previous disputes
✅ VIP status: High lifetime value
Decision: Waive charge as goodwill gesture
Reason: Maintain VIP relationship, charge is small
Action: Remove 180,000 VND from folio
Note: "Waived - VIP goodwill gesture"
[Apply Waiver] [Add Note to Profile]
4.4. Express Checkout¶
Fast checkout cho guests vội:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Express Checkout Flow:
Express Checkout (< 2 minutes):
Prerequisites:
✅ Zero folio balance (all charges pre-paid)
✅ No incidentals (or covered by deposit)
✅ Credit card on file for deposit release
✅ Guest opts to skip feedback
Steps:
1. Guest approaches desk (30 sec)
"I'd like to check out, please. Room 401."
2. Quick folio review (20 sec)
Staff: [Ctrl+F → Room 401 → Enter]
"Perfect, Mr. Nguyen. Your folio shows zero balance."
3. Key collection (10 sec)
"May I have your key cards please?"
[Guest hands over 2 keys]
4. Deposit release (15 sec)
"Your deposit of 2,000,000 VND will be released to your
card within 7-14 days."
5. Receipt (20 sec)
[Ctrl+P → Print receipt]
"Here's your receipt. Thank you for staying with us!"
6. Farewell (15 sec)
"Have a safe trip! We hope to see you again soon."
Total: ~110 seconds
Self-Service Express Checkout:
Self-Service Kiosk:
1. Scan Room Key Card
2. Review Folio on Screen
3. Confirm Zero Balance
4. Select "Express Checkout"
5. Deposit Auto-Released
6. Receipt Printed
7. Drop Keys in Key Drop Box
Total: < 60 seconds (fully automated)
4.5. Group Checkout¶
Xử lý group departures:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Group Checkout Options:
Group: Wedding Party - Nguyễn Family
Total Rooms: 10
Total Guests: 25
Departure: Dec 13, 2024
Options:
1. Master Checkout (Group Leader)
- Group leader checks out all rooms
- Single master bill payment
- Collect all 20 key cards
- Fastest for group
2. Individual Checkout
- Each room checks out separately
- Split billing
- Slower but more control
3. Hybrid
- Group leader pays room + tax
- Individuals pay incidentals
- Balanced approach
Master Checkout Process:
Step 1: Group Leader Checkout (15 min)
Group Leader: Nguyễn Văn A
Master Folio Review:
- 10 rooms × 3 nights × 2,500,000 VND = 75,000,000 VND
- Group F&B charges: 5,000,000 VND
- Event charges (Wedding): 10,000,000 VND
- Incidentals (various rooms): 2,000,000 VND
- Taxes (10% + 5%): 13,800,000 VND
─────────────────
Total: 105,800,000 VND
Payment:
- Pre-paid deposit: -75,000,000 VND
- Balance due: 30,800,000 VND
[Process Payment]
Step 2: Collect Keys (10 min)
Room-by-room key collection:
☑ Room 301 - 2 keys
☑ Room 302 - 2 keys
☑ Room 303 - 2 keys
... (10 rooms)
Total: 20/20 keys collected ✅
Step 3: Bulk Operations (5 min)
✅ Update all 10 room statuses → Vacant Dirty
✅ Notify housekeeping → Clean Rooms 301-310
✅ Process deposit refunds → 10 deposits
✅ Send thank you emails → 25 guests
✅ Credit loyalty points → Group members
Total Time: 30 minutes for 10 rooms
Average: 3 min/room (vs 5-7 min individual)
4.6. Payment Issues¶
Xử lý payment problems:
📸 Chụp từ: https://sazi.gp.mana.vn/bookings/checkout
Issue 1: Card Declined:
⚠️ Payment Declined
Card: Visa **** 1234
Amount: 1,845,000 VND
Error: Insufficient funds / Exceeded limit
Solutions:
1. Try Alternative Card
"Do you have another card we could try?"
[Try New Card]
2. Split Payment
"We can split the payment:
- Card (**** 1234): 1,000,000 VND
- Cash or other card: 845,000 VND"
[Split Payment]
3. Reduce Charge + Pay Later
"Let's process your room charges now (essential),
and we can bill the incidentals separately."
[Partial Payment]
4. Direct Bill (Corporate Only)
"Is this a corporate booking? We can bill your company."
[Company Billing]
[Select Solution]
Issue 2: Disputed Total:
⚠️ Guest Disputes Total Amount
Guest Claims: "I was quoted 10,000,000 VND total"
Actual Folio: 11,845,000 VND
Breakdown of Difference:
Quote: Room only (3 nights × 2,500,000) = 7,500,000 VND
Taxes (15%) = 1,125,000 VND
Early check-in = 500,000 VND
Subtotal: = 9,125,000 VND
Actual: Room + Taxes + Early check-in = 9,125,000 VND ✅
F&B charges (incidentals) = 950,000 VND
Spa charges = 1,200,000 VND
Laundry = 150,000 VND
Additional charges: = 2,300,000 VND
Subtotal: =11,425,000 VND
Resolution:
"The quote of 9,125,000 VND was for room, taxes, and early
check-in. The additional 2,300,000 VND is for services you
used during your stay: minibar, room service, spa, laundry.
Here's the itemized breakdown."
[Show Detailed Folio] [Negotiate] [Escalate]
Issue 3: Insufficient Deposit:
⚠️ Deposit Insufficient for Charges
Deposit Held: 2,000,000 VND
Total Incidentals: 2,300,000 VND
Shortfall: 300,000 VND
Guest Options:
1. Pay Shortfall
"Your deposit covers 2,000,000 VND. The remaining
300,000 VND is due for additional services."
[Pay 300,000 VND]
2. Dispute Charges
"Would you like to review the itemized charges?"
[Review Folio]
3. Waive Minor Charges (Manager Approval)
If shortfall is small (<200,000) and guest is VIP:
"I'll waive the minor charges as a courtesy."
[Manager Override]
[Select Option]
5. Tips & Best Practices¶
5.1. Keyboard Shortcuts¶
Tăng tốc độ check-out với keyboard shortcuts:
| Shortcut | Action | Description |
|---|---|---|
| Ctrl + F | Quick Search | Focus vào search bar |
| Ctrl + R | Review Folio | Mở guest folio |
| Ctrl + Enter | Complete Step | Hoàn tất step hiện tại |
| Ctrl + P | Print Receipt | In final receipt |
| Ctrl + M | Add Charge | Mở form add missing charge |
| Ctrl + D | Process Deposit | Xử lý deposit refund |
| Ctrl + , | Settings | Mở checkout settings |
| Esc | Cancel/Close | Đóng modal/cancel action |
| F5 | Refresh | Refresh departures list |
| Tab | Next Field | Chuyển sang field tiếp theo |
| Shift + Tab | Previous Field | Quay lại field trước |
5.2. Checkout Efficiency Tips¶
Morning Preparation (Before 10:00 AM):
Pre-Checkout Checklist:
✅ Review today's departures list (expected count)
✅ Check late checkout requests (approve/deny)
✅ Verify all folios are up-to-date (POS integration)
✅ Check minibar charges posted (from previous night)
✅ Confirm housekeeping ready for turnover
✅ Test receipt printer (paper stock, ink)
✅ Verify payment terminal working
✅ Review any disputes from previous night
✅ Prepare departure reports for management
✅ Check early arrivals (need rooms ASAP)
During Peak Checkout Hours (10:00 AM - 12:00 PM):
- Prioritize: VIP guests và express checkouts first
- Batch operations: Process multiple deposits at once
- Streamline: Skip feedback for guests in rush (send email survey later)
- Call backup: Request additional staff during extreme peaks
- Communicate: Update wait times to guests in queue
After checkout:
- Follow-up: Send thank you email within 2 hours
- Quality check: Review folio accuracy for next guest
- Update system: Ensure all room statuses updated for housekeeping
- Feedback review: Read guest feedback và escalate issues
- Handover notes: Document any issues for next shift
5.3. Customer Service Best Practices¶
Farewell Script:
Professional Farewell:
"Thank you for staying with us, Mr./Ms. [Guest Name].
We hope you enjoyed your stay. Here's your receipt.
[Hand over printed receipt]
Your deposit refund of [amount] VND will be processed to
your card ending in [last 4 digits] within 7-14 business days.
Is there anything else I can help you with today?
[Guest responds]
Have a safe trip! We look forward to welcoming you back soon.
[If VIP] We've sent you a special offer for your next stay
via email. Thank you for being a valued guest!"
Handling Complaints:
- Listen actively - Let guest explain fully
- Empathize - "I understand your frustration"
- Apologize - "I sincerely apologize for this issue"
- Solve immediately - Offer solutions right away
- Compensate if needed - Waive charges, offer discount
- Follow up - "I'll ensure this doesn't happen again"
Upselling at Checkout:
Natural Upsell Opportunities:
At folio review:
"I see you enjoyed our spa. We have a 3-treatment package
for your next stay at 30% off. Would you like me to email
you the details?"
During farewell:
"We're launching a new Executive Floor next month with
lounge access. I can reserve you a complimentary upgrade
for your next visit. Interested?"
Loyalty program:
"You're just 2 stays away from Gold status, which includes
free breakfast and late checkout. Shall I book your next
stay now to secure your upgrade?"
5.4. Common Workflows¶
Workflow 1: Express Checkout (< 2 minutes)¶
Zero balance, no issues:
1. Greet guest (15 sec)
"Good morning! Checking out from Room 401?"
2. Quick folio review (20 sec)
Ctrl+F → 401 → Enter
"Perfect, zero balance."
3. Collect keys (10 sec)
"May I have your key cards?"
4. Deposit release (15 sec)
"Deposit refund processing to your card."
5. Print receipt (20 sec)
Ctrl+P → Hand receipt
6. Farewell (20 sec)
"Thank you! Safe travels!"
Total: ~100 seconds
Workflow 2: Standard Checkout (5 minutes)¶
Normal checkout với incidentals:
1. Greet & search (30 sec)
2. Review folio with guest (90 sec)
3. Add missing charges if any (60 sec)
4. Process payment (120 sec)
5. Refund deposit (30 sec)
6. Collect feedback (optional - 60 sec)
7. Collect keys & print receipt (45 sec)
8. Farewell (15 sec)
Total: ~5-7 minutes
Workflow 3: Checkout with Dispute (10 minutes)¶
Folio dispute resolution:
1. Greet & review folio (60 sec)
2. Guest disputes charge (30 sec)
3. Pull evidence (90 sec) - minibar logs, receipts
4. Review with guest (120 sec)
5. Negotiate resolution (120 sec)
6. Apply adjustments (60 sec)
7. Process payment (90 sec)
8. Complete checkout (90 sec)
Total: ~10 minutes
6. FAQs (Câu Hỏi Thường Gặp)¶
FAQ 1: Guest muốn checkout sớm hơn 12 PM nhưng không muốn trả late checkout fee. Làm sao?¶
Câu trả lời:
Scenario: Guest đến yêu cầu checkout lúc 11:45 AM (15 minutes trước deadline) nhưng muốn ở lại đến 2 PM mà không trả fee.
Step 1: Check Room Availability (30 giây)
System Check:
Room 401:
- Next Arrival: 5:00 PM (Trần Thị B)
- Cleaning Time Required: 2 hours
- Buffer Time: 3 hours ✅
Availability: Room has 3-hour buffer, late checkout feasible
Step 2: Tiered Response Based on Availability
Option A: Room có nhiều buffer time (>4 hours)
Complimentary Late Checkout (Free):
"Good news, Mr. Nguyen! Since your room isn't needed until
later today, I can offer you complimentary late checkout
until 2:00 PM at no charge. Enjoy!"
Actions:
- Update checkout time: 12:00 PM → 2:00 PM
- No fee charged
- Notify housekeeping: Clean after 2 PM
- Guest happy, goodwill gesture
When to offer:
✅ Low occupancy day
✅ VIP/Repeat guest
✅ Room available >4 hours
✅ Guest has good history
Option B: Room có medium buffer (2-3 hours)
Discounted Late Checkout:
"Your room is available until 2:00 PM. Our standard late
checkout fee is 500,000 VND, but I can offer you a 50%
discount to 250,000 VND as a courtesy."
Actions:
- Offer 50% discount
- Still generate some revenue
- Guest feels valued
When to offer:
✅ Medium occupancy
✅ Non-VIP but polite guest
✅ Room available 2-3 hours
Option C: Room needed soon (<2 hours buffer)
Alternative Solutions (Cannot Extend):
"Unfortunately, your room is needed for an early arrival at
2:00 PM, so I cannot extend checkout. However, I can offer:
1. Complimentary Luggage Storage
- Store bags until 6:00 PM
- Complimentary access to lobby lounge
- Use shower in gym/spa changing room
2. Day Use of Another Room (If Available)
- Use a different room type
- Charge 300,000 VND (cheaper than late checkout)
- 12:00 PM - 3:00 PM
3. Early Check-in at Next Hotel (If same chain)
- We'll call our sister property
- See if they can accommodate early
Which option works best for you?"
Actions:
- Provide alternatives
- Show willingness to help
- Maintain relationship even if can't extend
Step 3: Process Selected Option
If Approved Free Late Checkout:
Update System:
1. Navigate to Booking:
[Ctrl+F] → Type "401" → [Enter]
2. Update Checkout Time:
[Edit Booking] → Checkout Time: 2:00 PM
Add Note: "Complimentary late checkout - VIP courtesy"
3. Update Folio:
Late Checkout Fee: 0 VND (waived)
4. Notifications:
✅ Guest SMS: "Late checkout approved until 2 PM"
✅ Housekeeping: "Room 401 clean after 2 PM"
✅ Front Desk: Updated in system
5. Confirm with Guest:
"All set! Enjoy your extra time. We'll see you at 2 PM."
Best Practices:
Decision Matrix for Late Checkout Requests:
Guest Type | Availability | Fee Action
-----------|--------------|------------
VIP | >2h buffer | Complimentary
VIP | <2h buffer | Offer alternatives
Regular | >4h buffer | Complimentary (goodwill)
Regular | 2-4h buffer | 50% discount
Regular | <2h buffer | Decline + alternatives
First-time | >3h buffer | 50% discount
First-time | <3h buffer | Full fee or alternatives
FAQ 2: Guest disputes minibar charges và claims không consume. Có bằng chứng nào để verify?¶
Câu trả lời:
Scenario: Guest disputes 180,000 VND minibar charge, claims "I didn't touch the minibar."
Step 1: Gather Evidence (2 phút)
Evidence Collection:
1. Minibar System Logs:
Access: [POS System] → [Minibar] → Room 401
Consumption Log:
Dec 11, 2024 18:35 - Coca Cola x2 (Auto-sensor triggered)
Dec 11, 2024 18:37 - Heineken Beer x1 (Auto-sensor triggered)
Dec 11, 2024 21:15 - Snickers x1 (Auto-sensor triggered)
Dec 12, 2024 10:22 - Water 500ml x1 (Auto-sensor triggered)
2. Housekeeper Reports:
Check-in Day (Dec 10):
- Initial inventory: All items present ✅
- Signed by: Housekeeper Nguyễn Thị C
Checkout Day (Dec 13):
- Final inventory: Missing 5 items
- Matches system log ✅
- Signed by: Housekeeper Nguyễn Thị D
3. Photos (If Available):
- Check-in photo: Full minibar
- Checkout photo: Missing items
Step 2: Present Evidence Professionally
Script with Guest:
"I understand your concern, Mr. Nguyen. Let me review the
details with you.
[Pull up minibar system on screen visible to guest]
Our minibar uses an auto-sensor system that records when
items are removed. Here are the recorded removals:
- Dec 11 at 6:35 PM: 2 Coca Colas
- Dec 11 at 6:37 PM: 1 Beer
- Dec 11 at 9:15 PM: 1 Snickers
- Dec 12 at 10:22 AM: 1 Water
[Show housekeeper reports]
Additionally, our housekeeping team verified the minibar
on check-in day - all items were present. At checkout today,
these 5 items are missing, matching the system log.
[Pause to let guest review evidence]
These records are automatically generated, so there's no
manual entry that could cause errors."
Step 3: Resolution Options
Option 1: Guest Accepts After Seeing Evidence (60% cases)
Guest Response: "Oh, I forgot. My colleague may have had
some drinks from the minibar. I apologize."
Staff Response: "No problem at all! Thank you for understanding.
The total minibar charge is 180,000 VND."
[Proceed with checkout]
Option 2: Guest Still Disputes (30% cases)
Compromise Solutions:
1. 50/50 Split (Most Common):
"I understand there may be confusion. As a gesture of
goodwill, I can reduce the charge by 50%. You'd pay
90,000 VND instead of 180,000 VND."
Actions:
- Adjust folio: 180,000 → 90,000 VND
- Add note: "Minibar charge - 50% courtesy adjustment"
- Guest feels heard, hotel recovers 50%
2. Full Waiver (VIP or Repeat Guest):
"You've been a valued guest for many years. I'll waive
the minibar charge entirely as a courtesy."
Actions:
- Remove 180,000 VND from folio
- Add note: "Waived - VIP goodwill gesture"
- Lifetime value > single charge
3. Escalate to Manager:
"Let me get my manager to review this with you."
When to escalate:
- Charge is significant (>500,000 VND)
- Guest is very upset
- Guest threatens negative review
- You're unsure how to proceed
Option 3: Guest Becomes Confrontational (10% cases)
De-escalation Script:
Guest: "This is ridiculous! I'm not paying for something I
didn't consume!"
Staff (Calm & Professional):
"I completely understand your frustration, Mr. Nguyen.
Let's find a solution that works for both of us.
[Offer immediate compromise]
Since we value your business and want you to leave with
a positive experience, I'll reduce the charge to 90,000 VND -
that's 50% off. This way we can resolve this quickly and
you can be on your way.
Alternatively, I can have my manager review the evidence
with you in more detail if you prefer."
[95% of guests accept the 50% compromise at this point]
Step 4: Document the Resolution
Add Note to Guest Profile:
"Minibar dispute - Dec 13, 2024
Charge: 180,000 VND
Resolution: 50% waived (90,000 VND paid)
Reason: Guest disputed despite sensor logs
Action: Goodwill gesture for future stays
Note: Consider pre-arrival email about minibar sensors"
[This helps future check-ins avoid same issue]
Prevention for Future:
Minibar Dispute Prevention:
1. Check-in Communication:
"Just so you know, our minibar uses auto-sensors. When
you remove an item, it's automatically charged. If you
don't wish to consume, please don't remove items from
the minibar, even to make space. Thank you!"
2. In-Room Signage:
Place clear sign in minibar:
"AUTO-SENSOR MINIBAR
Items are charged automatically when removed.
Please do not remove items unless consuming.
Questions? Call Front Desk ext. 0"
3. Pre-Arrival Email:
Include minibar policy in confirmation email
4. System Improvements:
- Install camera in minibar (with privacy notice)
- Require guest signature on minibar policy at check-in
- Photo documentation at check-in and checkout
FAQ 3: Làm sao để xử lý group checkout 20 rooms trong 30 phút?¶
Câu trả lời:
Challenge: Wedding group với 20 rooms cần checkout trong 30 minutes vì có xe bus rời khách sạn lúc 12:30 PM.
Solution: Streamlined Group Checkout Process
Pre-Checkout Preparation (Day Before - 15 phút):
Day -1 (Dec 12) - 4:00 PM:
1. Contact Group Leader (5 min):
Call/Email: Nguyễn Văn A
"Hello Mr. Nguyen, your group checks out tomorrow at
12:00 PM. To expedite the process:
- I'll prepare a master folio for all 20 rooms
- Please confirm: Master bill or individual payments?
- Any changes to rooming list?
- Estimated departure time: 12:30 PM (confirmed)
I'll have everything ready for a quick checkout."
2. Prepare Master Folio (10 min):
[Group Dashboard] → Wedding Party - Nguyễn Family
Generate Consolidated Folio:
- Room Charges (20 rooms × 3 nights): 75,000,000 VND
- F&B Charges (all rooms): 5,000,000 VND
- Event Charges: 10,000,000 VND
- Incidentals (minibars, etc.): 2,000,000 VND
- Taxes (15%): 13,800,000 VND
───────────────────────────────────────────────────
Total: 105,800,000 VND
Paid (deposit): -75,000,000 VND
Balance: 30,800,000 VND
[Print Preview] → [Save as PDF] → Email to group leader
3. Room-by-Room Folio Check:
Verify each room's charges posted:
✅ Room 301: Minibar 150k, Laundry 100k
✅ Room 302: Room Service 450k
✅ Room 303: Spa 1,200k
... (verify all 20 rooms)
Flag any missing charges for next morning posting
Checkout Day Morning (7:00 AM - 30 phút):
Morning Final Prep:
1. Post Missing Charges (15 min):
Review with housekeeping:
- Any minibar items consumed last night?
- Any room damages to report?
- All late-night room service posted?
Post any missing charges to folios
2. Pre-Program Checkout (10 min):
[Bulk Operations] → Select Rooms 301-310, 401-410
Actions:
☑ Pre-calculate final balances
☑ Pre-authorize deposit releases
☑ Pre-generate receipts (PDF queue)
☑ Prepare key collection checklist
3. Setup Checkout Station (5 min):
Dedicated Counter Setup:
- Sign: "GROUP CHECKOUT - Wedding Party"
- 2 staff members assigned
- Master folio printed (2 copies)
- 20 individual receipts printed
- Key collection box labeled
- Receipt printer stocked
Actual Checkout (12:00 PM - 30 phút):
Station 1: Group Leader Checkout (10 phút)
Staff Member 1 handles Group Leader:
12:00 PM - Greet:
"Welcome Mr. Nguyen! I have your group checkout ready."
12:01 PM - Review Master Folio:
[Hand printed master folio]
"Here's the consolidated bill for all 20 rooms.
Total balance due: 30,800,000 VND"
12:02 PM - Payment:
Guest: "I'll pay by credit card."
[Process payment - pre-authorized, quick swipe]
Transaction: ✅ Approved (90 seconds)
12:04 PM - Receipt:
[Hand master receipt]
"Here's your receipt. I have individual receipts for
each guest if needed."
12:05 PM - Key Collection Instructions:
"Please ask your guests to drop their keys in this box
as they leave. We'll verify the count."
12:06 PM - Deposits:
"All 20 security deposits (40,000,000 VND total) will be
released to the respective cards within 7-14 days."
12:08 PM - Farewell:
"Thank you for choosing us for your wedding celebration!
We've emailed thank you notes to all guests."
12:10 PM - Complete ✅
Station 2: Individual Guest Receipts (Concurrent - 20 phút)
Staff Member 2 handles individual guests:
Setup:
- 20 pre-printed receipts in alphabetical order
- Quick lookup by name
Process (45 seconds each):
Guest approaches: "Hi, checking out. Room 302."
Staff: [Grab pre-printed receipt for Room 302]
"Here's your receipt, Ms. Tran. Key cards in the box please."
[Next guest]
12:00-12:20 PM: Process 20 guests
Average: 60 seconds per guest
Parallel to Group Leader checkout
20 guests × 1 min = 20 minutes
Station 3: Key Collection (Concurrent - 20 phút)
Staff Member 3 (Bellman/Assistant):
Key Drop Box:
- Guests drop keys as they leave
- Count keys in real-time
- Check off room numbers
12:00-12:20 PM: Collect keys
Expected: 40 keys (20 rooms × 2 keys)
Actual: [37/40 received by 12:20]
12:21 PM - Missing Keys:
Missing: Room 305 (1 key), Room 408 (2 keys)
Action: Quick call to group leader
"Mr. Nguyen, we're missing keys for rooms 305 and 408"
[Guests found in lobby, handed keys]
12:25 PM - All Keys Collected ✅
Post-Checkout Bulk Operations (12:25-12:30 PM - 5 phút)
Automated Bulk Actions:
[Group Dashboard] → [Complete Group Checkout]
Single click triggers:
✅ Update 20 room statuses → Vacant Dirty
✅ Notify housekeeping → Clean Rooms 301-310, 401-410 (PRIORITY)
✅ Process 20 deposit refunds → Queued
✅ Send 25 thank you emails → All guests
✅ Credit loyalty points → Group members
✅ Update channel manager → 20 rooms available Dec 13+
✅ Generate group checkout report → Email to management
12:30 PM - Group Departs ✅
Timeline Summary:
Total Time: 30 minutes (12:00 - 12:30 PM)
Breakdown:
- Group Leader Payment: 10 min (Station 1)
- Individual Receipts: 20 min (Station 2, parallel)
- Key Collection: 25 min (Station 3, parallel)
- Bulk Operations: 5 min (automated)
Efficiency:
Traditional: 20 rooms × 5 min = 100 min (1h 40m)
Streamlined: 30 min total
Time Saved: 70 min (70% faster)
Success Factors:
✅ Pre-checkout preparation (day before)
✅ Parallel processing (3 stations)
✅ Bulk automation (system features)
✅ Clear communication (group leader)
Tips for Success:
Critical Success Factors:
1. Preparation is Everything:
- Contact group leader 24h advance
- Pre-calculate all folios
- Print receipts in advance
- Setup dedicated checkout area
2. Parallel Processing:
- Multiple staff members
- Concurrent operations
- Don't do sequentially!
3. Technology Leverage:
- Bulk operations features
- Pre-authorized payments
- Automated notifications
- PDF receipt generation
4. Communication:
- Clear instructions to group leader
- Signage for guests
- Real-time coordination between staff
5. Backup Plan:
- Have manager on standby
- Extra staff during peak
- Handle disputes quickly (waive small charges if needed)
FAQ 4: Guest checkout sớm (early checkout) nhưng rate plan là non-refundable. Guest yêu cầu refund unused nights. Làm sao?¶
Câu trả lời:
Scenario: - Booking: 5 nights (Dec 10-15) × 2,500,000 VND = 12,500,000 VND (Non-refundable) - Actual Stay: 3 nights (Dec 10-13) - Guest wants refund: 2 unused nights × 2,500,000 = 5,000,000 VND
Step 1: Review Booking Terms (1 phút)
Pull Up Booking Details:
Booking Code: BK-2024-001234
Guest: Nguyễn Văn A
Rate Plan: NON-REFUNDABLE ADVANCE PURCHASE
Discount: 20% off (vs flexible rate)
Terms & Conditions (Agreed at Booking):
"This rate is non-refundable and non-changeable. Full payment
is required at booking. No refunds for early departure, no-show,
or cancellation. By booking, you agree to these terms."
Guest Acceptance:
✅ Checked box: "I agree to terms" (Dec 1, 2024 10:35 AM)
✅ Confirmation email sent with terms (Dec 1, 2024 10:36 AM)
✅ Reminder email sent 3 days before arrival (Dec 7, 2024)
Step 2: Explain Policy Professionally
Script with Guest:
"I understand you need to check out earlier than planned,
Mr. Nguyen. Let me review your booking details.
[Pull up booking on screen, turn screen toward guest]
Your reservation was made under our Non-Refundable Advance
Purchase rate, which offered you a 20% discount - saving you
2,500,000 VND compared to our flexible rate.
[Point to terms on screen]
As part of this discounted rate, the booking terms state that
there are no refunds for early checkout, changes, or cancellations.
You agreed to these terms when booking on December 1st.
[Show confirmation email if needed]
I have your original confirmation email here which includes
these terms. Unfortunately, I'm unable to process a refund
for the unused nights per the rate plan agreement."
[Pause - let guest respond]
Step 3: Guest Responses & Solutions
Response A: Guest Accepts (40% cases)
Guest: "Oh, I forgot about the non-refundable terms. That's okay."
Staff: "Thank you for understanding. Is there anything else
I can help you with for checkout today?"
[Proceed with standard checkout]
Response B: Guest Pushes Back (50% cases)
Guest: "But I have an emergency. Can't you make an exception?"
Staff Options:
Option 1: Verify Emergency (Compassionate):
"I'm sorry to hear about your emergency. May I ask what
happened? Depending on the situation, I may be able to
escalate this to my manager for consideration."
Valid Emergencies for Consideration:
✅ Family death (ask for documentation)
✅ Medical emergency (hospital note)
✅ Natural disaster/government restriction
✅ Force majeure events
Staff: "I'm very sorry about [emergency]. Let me get my
manager to review this situation. Please have a seat."
[Manager reviews case-by-case]
Option 2: Offer Alternatives (Partial Compensation):
"While I cannot refund unused nights per policy, I can offer:
1. Future Stay Credit:
Credit the unused 2 nights (5,000,000 VND value) toward
a future booking within 12 months.
Terms: Must book direct, subject to availability
Value: 5,000,000 VND credit
2. Discount on Next Stay:
40% discount on your next booking (up to 5 nights)
Valid: Within 12 months
3. Upgrade on Next Stay:
Free upgrade to next room category
Plus: Free breakfast for 2
Valid: Within 6 months
Which option would you prefer?"
[Guest usually accepts Option 1 or 2]
Option 3: Partial Refund (Manager Approval Only):
"Let me get my manager. In special circumstances, they may
authorize a partial refund."
Manager Decision Matrix:
- VIP/Repeat Guest + Valid Emergency: 50-100% refund
- Regular Guest + Valid Emergency: 30-50% refund
- VIP + No Emergency: 30% refund (goodwill)
- Regular + No Emergency: No refund (offer alternatives)
Response C: Guest Becomes Upset/Threatens (10% cases)
Guest: "This is unacceptable! I'll leave bad reviews! I'll
dispute the charge with my credit card!"
De-escalation Script:
Staff (Calm & Empathetic):
"I truly understand your frustration, Mr. Nguyen. Let me
get my manager right away to see what we can do.
[Call manager discreetly]
Please have a seat. My manager will be here shortly to
discuss options with you personally."
Manager Intervention:
Manager arrives: "Good morning Mr. Nguyen. I'm [Name], the
Front Office Manager. I understand there's concern about
your early checkout. Let me review your booking."
[Manager reviews on screen with guest]
Manager: "I see this is a non-refundable rate. However,
I value your business and want to find a solution.
Here's what I can offer:
- 30% refund of unused nights (1,500,000 VND)
- PLUS upgrade to suite on your next stay
- PLUS complimentary airport transfer next visit
This is the best I can authorize given the rate plan terms.
Does this work for you?"
[90% of upset guests accept this compromise]
Step 4: Process Selected Resolution
If Future Stay Credit Accepted:
Create Guest Credit:
[Guest Profile] → [Credits & Vouchers] → [Add Credit]
Credit Details:
- Amount: 5,000,000 VND
- Type: Early Checkout - Unused Nights
- Valid Until: Dec 13, 2025 (12 months)
- Terms: Must book direct, subject to availability
- Booking Code: BK-2024-001234 (reference)
Email to Guest:
"Dear Mr. Nguyen,
We've credited 5,000,000 VND to your account for use on
a future stay within the next 12 months.
Your credit code: CREDIT-2024-567890
To book: Call us or book online and mention this code.
We look forward to welcoming you back!
Best regards,
SaziHotel Team"
[Guest Profile Note]: "Early checkout Dec 13 - issued 5M credit"
If Partial Refund Approved (Manager):
Process Partial Refund:
Original Payment: 12,500,000 VND (via Booking.com)
Refund Approved: 1,500,000 VND (30% of unused nights)
Refund Process:
1. Get manager approval code: MGR-2024-ABC123
2. Process refund to original payment method
3. Update folio: Add line "Partial refund - early checkout"
4. Email receipt to guest
5. Add note to booking: "Manager approved 30% refund - emergency"
Email Confirmation:
"A refund of 1,500,000 VND has been processed to your
original payment method. Please allow 7-14 business days.
Refund Reference: REF-2024-789012"
Prevention for Future:
Non-Refundable Booking Best Practices:
1. At Booking (Prevention):
- Display terms PROMINENTLY before payment
- Require checkbox acknowledgment
- Send immediate confirmation with terms highlighted
- Send reminder email 3 days before (with terms)
2. Pre-Arrival Communication:
"Your reservation is NON-REFUNDABLE. If your plans may change,
please contact us to modify to a flexible rate (additional cost)."
3. At Check-in:
Verify guest plans:
"I see you're checking out on Dec 15. Is that still correct?"
[Catch early departures before they happen]
4. Staff Training:
- Empower staff to offer alternatives (credit, discounts)
- Clear escalation path to manager
- De-escalation techniques for upset guests
5. System Flags:
- Flag non-refundable bookings in red
- Pop-up warning when processing early checkout
- Suggest alternatives automatically
FAQ 5: Sau khi guest checked out, housekeeping phát hiện damage đáng kể (broken TV). Guest đã rời khỏi hotel. Làm sao thu phí?¶
Câu trả lời:
Scenario: - Guest: Nguyễn Văn A - Checked out: Dec 13, 2024 11:30 AM (đã rời hotel) - Damage discovered: Dec 13, 2024 2:00 PM (2.5 hours sau checkout) - Damage: 55-inch TV broken (cracked screen) - Estimated cost: 15,000,000 VND
Step 1: Document Damage Immediately (15 phút)
Damage Documentation:
1. Photos (High Quality):
Housekeeping (Nguyễn Thị C) takes photos:
✅ damage-room401-tv-1.jpg (wide shot showing whole TV)
✅ damage-room401-tv-2.jpg (close-up of cracked screen)
✅ damage-room401-tv-3.jpg (showing serial number/model)
✅ damage-room401-room-4.jpg (wide room shot for context)
2. Housekeeper Report:
[Housekeeping App] → [Report Damage]
Room: 401
Discovered: Dec 13, 2024 14:00
Type: Broken TV - Cracked Screen
Severity: Major
Description: "55-inch Samsung TV has large crack across
screen. Appears to be impact damage (possibly
thrown object). TV is inoperable."
Photos Attached: 4
Reported By: Nguyễn Thị C
Verified By: Housekeeping Supervisor Trần Thị D
3. Engineering Assessment:
Call Engineering: Assess TV
Engineer Report:
"TV screen completely cracked. Not repairable.
Requires full replacement.
Model: Samsung 55" QLED QN55Q60C
Estimated Cost: 15,000,000 VND (replacement + installation)"
4. Timeline Verification:
Check when damage could have occurred:
- Guest check-in: Dec 10, 14:30
- Guest check-out: Dec 13, 11:30
- Last housekeeping visit: Dec 12, 15:00 (TV was fine - note confirms)
- Damage discovered: Dec 13, 14:00
Conclusion: Damage occurred between Dec 12 15:00 - Dec 13 11:30
Guest was last occupant, responsible for damage
Step 2: Review Guest Payment Methods on File (5 phút)
Check Available Payment Recovery Options:
[Booking Details] → Guest: Nguyễn Văn A
Payment Methods on File:
1. Credit Card (Used for Deposit):
Visa **** 1234
Cardholder: Nguyen Van A
Expiry: 12/2026
Status: Active (deposit pre-auth released this morning)
2. Booking Source:
Direct Booking (not OTA)
Payment: Credit card on file
Contact Information:
- Phone: +84 901 234 567
- Email: nguyenvana@email.com
- Address: 123 Tran Hung Dao, Q1, HCMC
Deposit Status:
- Original Deposit: 2,000,000 VND
- Used for Checkout: 0 VND
- Released: 2,000,000 VND (11:45 AM today)
- Status: ALREADY REFUNDED ❌ (Cannot reclaim)
Step 3: Contact Guest Immediately (Priority)
Option A: Call Guest First (Recommended)
Phone Call (Within 3 hours of discovery):
Time: Dec 13, 2:15 PM (45 min after discovery, 2h 45m after checkout)
Script:
"Good afternoon, Mr. Nguyen. This is [Name] from SaziHotel
Front Office. I hope you had a safe journey.
I'm calling regarding your recent stay in Room 401. Our
housekeeping team discovered damage to the television
during their post-checkout inspection.
The TV screen is cracked and requires replacement. I wanted
to reach out to you immediately to discuss this.
Are you available to talk about this now?"
[Listen to guest response]
Possible Responses:
Response 1: "I didn't damage the TV!" (Defensive)
→ Go to Dispute Resolution (below)
Response 2: "Oh no, I'm sorry. My child accidentally threw
something at the TV last night." (Admits)
→ Go to Amicable Resolution (below)
Response 3: "The TV was already damaged when I arrived!" (Claims)
→ Go to Evidence Review (below)
Option B: Email with Photos (If Call Fails)
Email Template:
Subject: Room 401 - Damage Assessment Required
Dear Mr. Nguyen,
Thank you for staying with us. We hope you enjoyed your visit.
Following your checkout from Room 401 today, our housekeeping
team discovered damage to the television during the routine
post-checkout inspection.
[Attach photos: damage-room401-tv-1.jpg, damage-room401-tv-2.jpg]
The TV screen has been cracked and requires full replacement.
Our engineering team has assessed the damage at 15,000,000 VND
for a replacement TV and installation.
Per the Terms & Conditions signed at check-in, guests are
responsible for damages to hotel property during their stay.
We would like to discuss this matter with you at your earliest
convenience. Please call us at +84 236 123 4567 or reply to
this email within 48 hours.
We value our relationship with you and hope to resolve this
matter amicably.
Best regards,
[Name]
Front Office Manager
SaziHotel
Step 4: Resolution Paths
Path A: Guest Admits Fault (Best Case)
Guest: "I'm very sorry. My son threw a toy at the TV. I'll
pay for the damage."
Staff Response:
"Thank you for being understanding, Mr. Nguyen. Accidents
happen. Here's what we need:
Damage Cost: 15,000,000 VND
- TV Replacement: 13,500,000 VND
- Installation: 1,000,000 VND
- Disposal: 500,000 VND
Payment Options:
1. Charge to Card on File (Recommended):
"I can charge the amount to the Visa ending in 1234
that you used for your deposit. I'll send you a detailed
invoice and receipt by email."
[Process charge immediately while guest agrees]
2. Bank Transfer:
"I can send you our bank details for wire transfer.
Please complete within 7 days."
Bank Details:
Account Name: SaziHotel Co., Ltd
Account Number: 1234567890
Bank: Vietcombank, Da Nang Branch
SWIFT: BFTVVNVX
Reference: INV-DAMAGE-2024-401
3. Return to Hotel & Pay:
"You're welcome to return to the hotel to settle this
in person if you prefer."
Which option works best for you?"
[Guest chooses - process payment]
Follow-up Email:
"Dear Mr. Nguyen,
Thank you for settling the damage charge for Room 401.
Invoice: INV-DAMAGE-2024-401
Amount: 15,000,000 VND
Payment: Charged to Visa **** 1234
Receipt: Attached
We appreciate your cooperation and look forward to
welcoming you back in the future.
Best regards,
SaziHotel Team"
Path B: Guest Disputes (Challenging)
Guest: "I didn't break the TV! It was fine when I left!"
Staff Response (Evidence-Based):
"I understand, Mr. Nguyen. Let me share the details with you.
[Email photos and timeline]
Our housekeeping records show:
- Dec 12, 3:00 PM: Housekeeper cleaned room, TV was functional
- Dec 13, 11:30 AM: You checked out
- Dec 13, 2:00 PM: Damage discovered during checkout inspection
The TV was confirmed working the day before checkout, and
you were the sole occupant of the room between that time and
checkout. The damage pattern suggests impact (thrown object).
[Attach housekeeper report stating TV was fine Dec 12]
We have photo evidence and staff reports documenting this
timeline. Per the Guest Agreement signed at check-in, you
are responsible for damages during your stay."
Negotiation Options:
1. Insurance Claim (If Guest Has):
"Do you have travel insurance? Many policies cover
accidental damage. I can provide documentation for
your claim."
Provide: Invoice, photos, incident report
2. Partial Payment (Compromise):
If guest continues to dispute:
"I understand this is unexpected. As a gesture of goodwill,
I can reduce the charge to 50% (7,500,000 VND) if you
settle within 48 hours."
[Manager approval required for discount]
3. Payment Plan:
"Would a payment plan help? You could pay 5,000,000 VND
now and 10,000,000 VND in 30 days."
4. Escalation:
If guest refuses all options:
"I understand your position. However, the damage is
documented and you were the room occupant. If we cannot
reach an agreement, we may need to pursue this through
formal channels, which we prefer to avoid."
Path C: Guest Ignores Contact (Worst Case)
Escalation Timeline:
Day 1 (Dec 13 - Discovery):
✅ Call guest: No answer, left voicemail
✅ Email sent with photos and invoice
✅ SMS sent: "Please contact us regarding Room 401"
Day 2-3 (Dec 14-15):
✅ Follow-up call: No answer
✅ Follow-up email: "Urgent - Response Required"
✅ Registered letter sent to guest address
Day 7 (Dec 20):
If no response:
Option 1: Charge Card on File (If Terms Allow):
Review Terms & Conditions signed at check-in:
"Guest authorizes hotel to charge credit card on file for
damages to hotel property discovered after checkout."
If clause exists:
- Charge card: 15,000,000 VND
- Email notification of charge
- Include invoice and evidence
Risk: Guest may dispute with card issuer
Have evidence ready for chargeback defense
Option 2: Collections Agency:
Refer to collections agency for recovery
- Provide: Invoice, photos, evidence, contact info
- Collection fee: ~30% of recovered amount
Option 3: Legal Action:
For significant damages (>10,000,000 VND):
- Consult legal counsel
- File civil claim
- Use evidence: Photos, housekeeper reports, guest agreement
Option 4: Write Off:
If recovery cost > damage amount:
- Write off as bad debt
- Flag guest profile: "Do not accept future bookings"
- Share with hotel network (industry blacklist)
Step 5: Prevention for Future
Damage Prevention & Detection:
1. Room Inspection at Check-in:
- Walk guest through room
- Point out valuable items
- Guest signs: "Room condition satisfactory"
2. Daily Housekeeping Reports:
- Housekeeper checks TV, furniture daily
- Reports any new damage immediately
- Photo documentation
3. Terms & Conditions:
Strengthen damage clause:
"Guest is responsible for all damages to hotel property
during their stay. Hotel reserves the right to charge
the credit card on file for damages discovered up to
14 days after checkout."
4. Higher Deposit for Risk Factors:
- Groups with children: 3,000,000 VND deposit
- Young guests (18-25): 3,000,000 VND deposit
- Parties/events: 5,000,000 VND deposit
5. Immediate Post-Checkout Inspection:
- Inspect room within 1 hour of checkout
- Before releasing deposit
- Document condition with photos
6. Insurance:
- Hotel property insurance covers major damages
- Guest travel insurance (educate guests to purchase)