Check-in (Nhận Phòng)¶
Trang Check-in là công cụ chuyên biệt dành cho đội ngũ lễ tân để xử lý quy trình nhận phòng cho khách. Đây là điểm tiếp xúc đầu tiên và quan trọng nhất, quyết định ấn tượng ban đầu của khách về khách sạn.
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Tổng Quan¶
Trang Check-in cung cấp dashboard tổng hợp về:
- Khách đến hôm nay (Expected Arrivals)
- Đã check-in (Checked In)
- Đang chờ (Pending)
- Đến sớm (Early Arrivals)
- Đến muộn/No-show (Late/No-show)
Quy Trình Check-in Workflow¶
graph TD
A[Reception Dashboard] --> B[Today's Arrivals]
A --> C[Early Arrivals]
A --> D[Late Arrivals]
B --> E[Select Guest]
E --> F[Verify Reservation]
F --> G[Verify Guest Identity]
G --> H[Assign Room]
H --> I[Collect Payment/Deposit]
I --> J[Issue Key Card]
J --> K[Complete Check-in]
K --> L[Update Room Status]
K --> M[Notify Housekeeping]
K --> N[Send Welcome Message]
style A fill:#e3f2fd
style B fill:#fff3e0
style E fill:#f3e5f5
style K fill:#c8e6c91. Check-in Reception Dashboard¶
1.1. Tổng Quan Dashboard¶
Dashboard cung cấp cái nhìn tổng quan về tình trạng check-in trong ngày.
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
KPI Cards:
┌──────────────────┬──────────────────┬──────────────────┬──────────────────┐
│ Expected Today │ Checked In │ Pending │ Early Arrival │
│ 25 │ 18 │ 6 │ 1 │
│ ↑ +3 vs ytd │ 72% │ 24% │ 4% │
└──────────────────┴──────────────────┴──────────────────┴──────────────────┘
Chi tiết KPI:
- Expected Today (25): Tổng số khách dự kiến đến hôm nay
- Standard check-in time (14:00): 22 guests
- Early arrival (<14:00): 2 guests
-
Late arrival (>18:00): 1 guest
-
Checked In (18): Đã nhận phòng thành công
- Percentage: 72% (18/25)
-
Trend: ↑ +3 compared to yesterday same time
-
Pending (6): Đang chờ check-in
- Ready to check-in: 4 guests
-
Awaiting room preparation: 2 guests
-
Early Arrival (1): Khách đến sớm
- Arrived before 14:00
- Require early check-in handling
1.2. Quick Actions Bar¶
┌────────────────────────────────────────────────────────────────┐
│ [🔄 Refresh] [📥 Walk-in] [🔍 Search] [⚙️ Settings] [📊 Report]│
└────────────────────────────────────────────────────────────────┘
Quick Actions:
- Refresh (Ctrl+R): Cập nhật danh sách arrivals
- Walk-in (Ctrl+W): Xử lý khách walk-in (không có reservation)
- Search (Ctrl+F): Tìm kiếm nhanh theo tên, booking code, room
- Settings: Cấu hình check-in preferences
- Report: Xuất báo cáo check-in hôm nay
1.3. Time-based Tabs¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
┌─────────────┬──────────────┬──────────────┬──────────────┐
│ All (25) │ Standard(22) │ Early (2) │ Late (1) │
│ Active │ │ │ │
└─────────────┴──────────────┴──────────────┴──────────────┘
Tab Filters:
- All: Hiển thị tất cả arrivals
- Standard: Check-in time 14:00 (standard time)
- Early: Khách đến trước 14:00 (require early check-in fee)
- Late: Khách đến sau 18:00 hoặc no-show risk
2. Today's Arrivals List¶
2.1. Arrivals Table View¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Table Columns:
┌────────┬──────────┬─────────────────┬─────────┬────────┬──────────┬──────────┬────────────┬─────────┐
│ Status │ Time │ Guest Name │ Room │ Nights │ Deposit │ Special │ Room Ready │ Actions │
│ │ │ │ Type │ │ Status │ Requests │ │ │
├────────┼──────────┼─────────────────┼─────────┼────────┼──────────┼──────────┼────────────┼─────────┤
│ ✅ │ 11:30 AM │ Nguyễn Văn An │ Deluxe │ 3 │ Paid │ Early │ ✅ │ [...] │
│ │ │ +84 90 123 4567 │ DBL │ │ │ Check-in │ Ready │ │
│ │ │ BK-2025-001234 │ │ │ │ │ │ │
├────────┼──────────┼─────────────────┼─────────┼────────┼──────────┼──────────┼────────────┼─────────┤
│ 🟡 │ 02:00 PM │ Trần Thị Bích │Standard │ 2 │ Pending │ High │ 🟡 │ [...] │
│ │ │ +84 91 234 5678 │ TWN │ │ │ Floor │ Cleaning │ │
│ │ │ BK-2025-001235 │ │ │ │ │ │ │
├────────┼──────────┼─────────────────┼─────────┼────────┼──────────┼──────────┼────────────┼─────────┤
│ ⏰ │ 02:00 PM │ Lê Minh Tuấn │ Suite │ 5 │ Paid │ Airport │ ✅ │ [...] │
│ │ │ +84 92 345 6789 │ KING │ │ │ Transfer │ Ready │ │
│ │ │ BK-2025-001236 │ │ │ │ │ │ │
├────────┼──────────┼─────────────────┼─────────┼────────┼──────────┼──────────┼────────────┼─────────┤
│ ❌ │ 06:00 PM │ Phạm Hoài Nam │Standard │ 1 │ Paid │ None │ ✅ │ [...] │
│ │ │ +84 93 456 7890 │ DBL │ │ │ │ Ready │ │
│ │ │ BK-2025-001237 │ │ │(No-show) │ │ │ │
└────────┴──────────┴─────────────────┴─────────┴────────┴──────────┴──────────┴────────────┴─────────┘
Column Details:
- Status:
- ✅ Checked In (green): Đã nhận phòng thành công
- 🟡 Pending (yellow): Đang chờ check-in
- ⏰ Early (orange): Đến sớm, đang xử lý
-
❌ No-show (red): Không đến (after 6 PM)
-
Time: Expected arrival time
- Standard: 14:00 (2:00 PM)
- Early: < 14:00
-
Late: > 18:00
-
Guest Name:
- Họ tên đầy đủ
- Số điện thoại liên hệ
-
Booking code
-
Room Type:
-
Deluxe DBL, Standard TWN, Suite KING, etc.
-
Nights: Số đêm lưu trú
-
Deposit Status:
- Paid: Đã thanh toán deposit
- Pending: Chưa thanh toán
-
Guaranteed: Credit card guarantee
-
Special Requests:
- Early check-in
- High floor
- Airport transfer
- Late check-in
- Connecting rooms
- Honeymoon package
-
Birthday celebration
-
Room Ready:
- ✅ Ready: Phòng đã sẵn sàng
- 🟡 Cleaning: Đang dọn phòng
-
⏳ Occupied: Phòng còn khách (early check-in conflict)
-
Actions: Quick action menu (3-dot icon)
2.2. Status Badges¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Checked In: [✅ Checked In] Green background
Pending: [🟡 Pending] Yellow background
Early: [⏰ Early Arrival] Orange background
Late: [⏰ Late Arrival] Red background
No-show: [❌ No-show] Red background, strikethrough
VIP: [⭐ VIP] Gold background
2.3. Filters & Search¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Filter Options:
┌─────────────────── FILTERS ───────────────────┐
│ │
│ Status: │
│ ☑ Checked In ☑ Pending ☑ Early ☑ Late │
│ │
│ Room Type: │
│ ☐ Standard ☐ Deluxe ☐ Suite ☐ Villa │
│ │
│ Deposit Status: │
│ ☐ Paid ☐ Pending ☐ Guaranteed │
│ │
│ Special Requests: │
│ ☐ Early Check-in ☐ Late Check-in │
│ ☐ High Floor ☐ Airport Transfer │
│ │
│ Guest Type: │
│ ☐ VIP ☐ Corporate ☐ Group ☐ Individual │
│ │
│ Room Ready: │
│ ☐ Ready ☐ Cleaning ☐ Occupied │
│ │
│ [Apply Filters] [Reset] │
└────────────────────────────────────────────────┘
Search Bar:
┌────────────────────────────────────────────────┐
│ 🔍 Search by name, booking code, phone, room...│
└────────────────────────────────────────────────┘
Search Examples: - By name: "Nguyễn", "Trần Thị" - By booking code: "BK-2025-001234" - By phone: "090 123 4567" - By room: "401", "Deluxe"
2.4. Sort Options¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Sort By:
- Time (default): Earliest arrival first
- Status: Pending → Early → Checked In → No-show
- Guest Name: Alphabetical A-Z
- Room Type: Standard → Deluxe → Suite → Villa
- Nights: Shortest to longest stay
- VIP Status: VIP guests first
Sort Direction: - ↑ Ascending - ↓ Descending
3. Check-in Process Workflow¶
3.1. Standard Check-in Flow¶
Quy trình check-in chuẩn gồm 7 bước chính:
graph LR
A[1. Greet Guest] --> B[2. Verify Reservation]
B --> C[3. Verify Identity]
C --> D[4. Assign Room]
D --> E[5. Collect Payment]
E --> F[6. Issue Key Card]
F --> G[7. Complete Check-in]
style A fill:#e1f5fe
style B fill:#f3e5f5
style C fill:#fff9c4
style D fill:#f1f8e9
style E fill:#ffe0b2
style F fill:#c8e6c9
style G fill:#a5d6a73.2. Step 1: Greet Guest & Verify Reservation¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Greeting Script:
"Good afternoon, welcome to Sazi Hotel! My name is [Staff Name]. May I have your name and reservation confirmation number, please?"
Search Guest Reservation:
┌──────────────── SEARCH RESERVATION ────────────────┐
│ │
│ Search by: │
│ ○ Guest Name [Nguyễn Văn An____________] │
│ ○ Booking Code [BK-2025-001234___________] │
│ ○ Phone Number [090 123 4567_____________] │
│ ○ Email [nguyenvanan@gmail.com____] │
│ │
│ [Search] │
└─────────────────────────────────────────────────────┘
Reservation Found:
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
┌───────────────── RESERVATION DETAILS ──────────────────┐
│ │
│ Booking Code: BK-2025-001234 │
│ Status: Confirmed ✅ │
│ │
│ GUEST INFORMATION: │
│ Name: Nguyễn Văn An │
│ Phone: +84 90 123 4567 │
│ Email: nguyenvanan@gmail.com │
│ ID/Passport: 079123456789 │
│ │
│ STAY DETAILS: │
│ Check-in: Jan 23, 2025 (Today) - 02:00 PM │
│ Check-out: Jan 26, 2025 - 12:00 PM │
│ Nights: 3 nights │
│ Room Type: Deluxe Double Room │
│ Guests: 2 Adults │
│ │
│ RATE DETAILS: │
│ Rate Plan: Best Available Rate (BAR) │
│ Room Rate: 2,500,000 VND/night │
│ Total: 7,500,000 VND (3 nights) │
│ Tax (10%): 750,000 VND │
│ Grand Total: 8,250,000 VND │
│ │
│ PAYMENT: │
│ Deposit Paid: 3,000,000 VND (Credit Card) │
│ Balance Due: 5,250,000 VND │
│ │
│ SPECIAL REQUESTS: │
│ ✓ High floor preference │
│ ✓ Non-smoking room │
│ │
│ [Cancel] [Proceed to Check-in →] │
└─────────────────────────────────────────────────────────┘
3.3. Step 2: Verify Guest Identity¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Identity Verification Script:
"Mr./Ms. [Guest Name], for security purposes, may I please see your ID card or passport?"
Identity Document Types:
┌──────────── IDENTITY VERIFICATION ────────────┐
│ │
│ Document Type: │
│ ○ National ID Card (CCCD/CMND) │
│ ● Passport │
│ ○ Driver License │
│ │
│ Document Number: [079123456789_______] │
│ Issued Date: [15/05/2020_________] │
│ Expiry Date: [15/05/2030_________] │
│ Issuing Country: [Vietnam____________] │
│ │
│ Match with Reservation: ✅ Verified │
│ │
│ Photo Capture: │
│ ┌──────────────────┐ │
│ │ [ID Card Photo] │ [Upload/Scan] │
│ └──────────────────┘ │
│ │
│ Accompanying Guests (if any): │
│ Guest 2: [Trần Thị Bích_____] [+ Add ID] │
│ │
│ [Back] [Next: Assign Room →] │
└────────────────────────────────────────────────┘
Important Notes:
- ✅ Always verify ID matches guest name on reservation
- ✅ Check expiry date - ID must be valid
- ✅ Scan/photograph ID for hotel records (security & compliance)
- ✅ Verify all guests in the room (for groups/families)
3.4. Step 3: Assign Room¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Room Assignment Interface:
┌─────────────────── ROOM ASSIGNMENT ───────────────────┐
│ │
│ Reserved Room Type: Deluxe Double Room │
│ Guest Preferences: High floor, Non-smoking │
│ │
│ AVAILABLE ROOMS: │
│ │
│ ┌──────────────────────────────────────────────┐ │
│ │ 🏠 Room 401 - 4th Floor [SELECT] │ │
│ │ Status: Ready ✅ | View: City │ │
│ │ Features: High floor ✓, Non-smoking ✓ │ │
│ │ Last cleaned: 1 hour ago │ │
│ └──────────────────────────────────────────────┘ │
│ │
│ ┌──────────────────────────────────────────────┐ │
│ │ 🏠 Room 405 - 4th Floor [SELECT] │ │
│ │ Status: Ready ✅ | View: Ocean │ │
│ │ Features: High floor ✓, Non-smoking ✓ │ │
│ │ Last cleaned: 30 minutes ago │ │
│ │ 💡 Recommended: Better view │ │
│ └──────────────────────────────────────────────┘ │
│ │
│ ┌──────────────────────────────────────────────┐ │
│ │ 🏠 Room 512 - 5th Floor [SELECT] │ │
│ │ Status: Cleaning 🟡 | View: Ocean │ │
│ │ Features: High floor ✓, Non-smoking ✓ │ │
│ │ ETA Ready: 15 minutes │ │
│ └──────────────────────────────────────────────┘ │
│ │
│ Selected Room: [Room 405] │
│ │
│ Special Notes: │
│ [Room has ocean view - complimentary upgrade___] │
│ │
│ [Back] [Next: Payment →] │
└────────────────────────────────────────────────────────┘
Room Selection Criteria:
- Guest Preferences:
- Floor preference (high/low)
- View preference (ocean/city/garden)
- Smoking/Non-smoking
-
Bed type (King/Twin/Double)
-
Room Status:
- ✅ Ready: Can assign immediately
- 🟡 Cleaning: ETA to ready
-
⏳ Occupied: Early check-in conflict (need to resolve)
-
Upgrade Opportunities:
- If better room available at same price → offer complimentary upgrade
- Build guest satisfaction
Assignment Script:
"Mr./Ms. [Guest Name], I'm pleased to assign you Room 405 on the 4th floor with a beautiful ocean view. This is a complimentary upgrade for you."
3.5. Step 4: Collect Payment/Deposit¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Payment Collection Interface:
┌────────────────── PAYMENT COLLECTION ─────────────────┐
│ │
│ STAY SUMMARY: │
│ Room 405 - Deluxe Ocean View │
│ 3 nights (Jan 23-26, 2025) │
│ │
│ CHARGES: │
│ Room Rate: 7,500,000 VND (3 nights @ 2.5M) │
│ Tax (10%): 750,000 VND │
│ ────────────────────────────── │
│ Total Charges: 8,250,000 VND │
│ │
│ PAYMENTS: │
│ Deposit Paid: -3,000,000 VND (Jan 15, 2025) │
│ ────────────────────────────── │
│ Balance Due: 5,250,000 VND │
│ │
│ DEPOSIT POLICY: │
│ Additional deposit required for incidentals: │
│ Recommended: 2,000,000 VND │
│ │
│ TOTAL TO COLLECT: 7,250,000 VND │
│ (5,250,000 balance + 2,000,000 deposit) │
│ │
│ ──────────────────────────────────────────────── │
│ │
│ PAYMENT METHOD: │
│ ○ Credit Card │
│ ● Cash │
│ ○ Bank Transfer │
│ ○ Pay at Checkout │
│ │
│ ╔════════════════════════════════════════════╗ │
│ ║ CASH PAYMENT ║ │
│ ╠════════════════════════════════════════════╣ │
│ ║ Amount Due: 7,250,000 VND ║ │
│ ║ Amount Received: [8,000,000________] VND ║ │
│ ║ Change: 750,000 VND ║ │
│ ╚════════════════════════════════════════════╝ │
│ │
│ ☐ Email receipt to guest │
│ ☐ Print receipt │
│ │
│ [Back] [Process Payment →] │
└────────────────────────────────────────────────────────┘
Credit Card Payment:
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
┌──────────── CREDIT CARD PAYMENT ────────────┐
│ │
│ Amount to Charge: 7,250,000 VND │
│ │
│ Card Type: │
│ ● Visa ○ Mastercard ○ JCB ○ AMEX │
│ │
│ Card Number: │
│ [4532 **** **** 1234_______________] │
│ │
│ Cardholder Name: │
│ [NGUYEN VAN AN_________________] │
│ │
│ Expiry: CVV: │
│ [12/27____] [***__] │
│ │
│ Pre-authorization Options: │
│ ○ Charge now (7,250,000 VND) │
│ ● Pre-authorize 10,000,000 VND │
│ (Cover total + incidentals) │
│ │
│ ☑ Save card for incidentals │
│ │
│ [Cancel] [Process Payment] │
└──────────────────────────────────────────────┘
Payment Script:
"The total amount due is 7,250,000 VND, which includes the room balance of 5,250,000 and an additional deposit of 2,000,000 for incidentals. How would you like to pay?"
Payment Policy Notes:
- ✅ Deposit for Incidentals: 2,000,000 VND minimum (covers minibar, room service, etc.)
- ✅ Pre-authorization: For credit cards, pre-authorize full amount + incidentals
- ✅ Refund Policy: Unused deposit refunded at checkout
- ✅ Foreign Currency: Accept USD, EUR (current exchange rate applies)
3.6. Step 5: Issue Key Card¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Key Card Programming:
┌──────────────── KEY CARD PROGRAMMING ───────────────┐
│ │
│ Room Number: 405 │
│ Guest Name: Nguyễn Văn An │
│ │
│ Access Period: │
│ From: Jan 23, 2025 - 12:00 PM │
│ To: Jan 26, 2025 - 12:00 PM │
│ │
│ Access Permissions: │
│ ☑ Room 405 │
│ ☑ Elevator (Floors 1-5) │
│ ☑ Swimming Pool (6:00 AM - 10:00 PM) │
│ ☑ Gym (24/7) │
│ ☐ Executive Lounge (VIP only) │
│ │
│ Number of Key Cards: [2] │
│ │
│ ┌──────────────────────────────┐ │
│ │ INSERT KEY CARD 1 │ │
│ │ │ │
│ │ Programming... │ │
│ │ ████████████░░░░░░ 75% │ │
│ └──────────────────────────────┘ │
│ │
│ [Cancel] [Program Keys] │
└──────────────────────────────────────────────────────┘
Key Card Handover Script:
"Here are your two key cards for Room 405. Your room is on the 4th floor. The keys also provide access to our swimming pool and gym. Please keep your key card with you at all times."
Key Card Envelope:
┌───────────────────────────────────────┐
│ 🏨 SAZI HOTEL │
│ │
│ Room Number: 405 │
│ Guest Name: Mr. Nguyễn Văn An │
│ │
│ Check-in: Jan 23, 2025 - 02:00 PM │
│ Check-out: Jan 26, 2025 - 12:00 PM │
│ │
│ WiFi: SaziHotel_Guest │
│ Password: Welcome2025 │
│ │
│ Breakfast: 6:30 AM - 10:30 AM │
│ (2nd Floor Restaurant) │
│ │
│ Emergency: Ext. 0 or (024) 3xxx xxxx │
└───────────────────────────────────────┘
3.7. Step 6: Provide Hotel Information¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Hotel Information Script:
"Let me briefly share some information about our facilities:
- Breakfast is served from 6:30 AM to 10:30 AM on the 2nd floor
- Our swimming pool is on the 6th floor, open from 6 AM to 10 PM
- Gym is available 24/7 on the 5th floor
- Room service is available 24 hours - just dial 8 from your room phone
- WiFi password is on your key card envelope
- Check-out time is 12:00 PM (noon)
Is there anything else I can help you with?"
Welcome Package Checklist:
┌──────────── WELCOME PACKAGE ────────────┐
│ │
│ ☑ Key cards (2) │
│ ☑ Welcome letter │
│ ☑ Hotel directory │
│ ☑ Breakfast vouchers (if included) │
│ ☑ WiFi information │
│ ☑ Local map & attractions │
│ ☐ VIP amenities (if VIP guest) │
│ │
└──────────────────────────────────────────┘
3.8. Step 7: Complete Check-in¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Check-in Completion Interface:
┌───────────────── CHECK-IN COMPLETE ──────────────────┐
│ │
│ ✅ Check-in Successful │
│ │
│ Guest: Nguyễn Văn An │
│ Room: 405 (Deluxe Ocean View) │
│ Check-in: Jan 23, 2025 - 02:15 PM (Completed) │
│ Check-out: Jan 26, 2025 - 12:00 PM │
│ │
│ ──────────────────────────────────────────── │
│ │
│ AUTOMATED ACTIONS COMPLETED: │
│ ✅ Room status updated: Vacant → Occupied │
│ ✅ Housekeeping notified │
│ ✅ Welcome SMS sent to +84 90 123 4567 │
│ ✅ Receipt emailed to nguyenvanan@gmail.com │
│ ✅ Folio created (Balance: 2,000,000 VND deposit) │
│ │
│ MANUAL TASKS: │
│ ☐ Escort guest to room (if requested) │
│ ☐ Luggage assistance arranged │
│ │
│ NOTES: │
│ - Complimentary ocean view upgrade provided │
│ - Guest prefers high floor (satisfied) │
│ │
│ [Print Summary] [Close] [Next Guest →] │
└───────────────────────────────────────────────────────┘
Closing Script:
"Mr./Ms. [Guest Name], your check-in is complete. I've upgraded you to an ocean view room complimentary. Our bellman will assist with your luggage. Enjoy your stay with us! If you need anything, please don't hesitate to call the front desk."
Check-in Receipt:
┌──────────────────────────────────────────────────┐
│ SAZI HOTEL │
│ 123 Beach Road, Da Nang, Vietnam │
│ Tel: (024) 3xxx xxxx │
│ │
│ CHECK-IN RECEIPT │
│ │
│ Date: January 23, 2025 - 02:15 PM │
│ Receipt No: CI-2025-001234 │
│ │
│ ────────────────────────────────────────── │
│ │
│ Guest Name: Nguyễn Văn An │
│ Booking Code: BK-2025-001234 │
│ Room Number: 405 (Deluxe Ocean View) │
│ │
│ Check-in Date: Jan 23, 2025 - 02:00 PM │
│ Check-out Date: Jan 26, 2025 - 12:00 PM │
│ Nights: 3 │
│ Adults: 2 │
│ │
│ ────────────────────────────────────────── │
│ │
│ CHARGES: │
│ Room Rate (3 nights @ 2,500,000) 7,500,000 VND │
│ Tax (10%) 750,000 VND │
│ Total Room Charges 8,250,000 VND │
│ │
│ PAYMENTS: │
│ Deposit (Jan 15, 2025) -3,000,000 VND │
│ Cash (Jan 23, 2025) -5,250,000 VND │
│ Deposit for Incidentals +2,000,000 VND │
│ │
│ Current Balance: 2,000,000 VND │
│ (Deposit - refundable at checkout) │
│ │
│ ────────────────────────────────────────── │
│ │
│ FACILITIES: │
│ • Breakfast: 6:30-10:30 AM (2nd Floor) │
│ • Swimming Pool: 6 AM-10 PM (6th Floor) │
│ • Gym: 24/7 (5th Floor) │
│ • WiFi: SaziHotel_Guest / Welcome2025 │
│ │
│ Check-out Time: 12:00 PM (Noon) │
│ │
│ Thank you for choosing Sazi Hotel! │
│ We wish you a pleasant stay. │
│ │
│ Checked in by: Mai Lan (Reception) │
└──────────────────────────────────────────────────┘
3.9. Check-in Time Benchmarks¶
Target Times:
┌────────────────────────────────────────────────┐
│ Check-in Type │ Target Time │
├──────────────────────┼─────────────────────────┤
│ Standard (No Queue) │ 5 minutes │
│ Express VIP │ 3 minutes │
│ Walk-in (No Booking) │ 8-10 minutes │
│ Group (10+ rooms) │ 15 minutes (master) │
│ Early Check-in │ 7 minutes (+ waiting) │
└────────────────────────────────────────────────┘
Time Breakdown (Standard 5-minute check-in):
- Greet & search reservation: 60 seconds
- Verify identity: 45 seconds
- Assign room: 60 seconds
- Process payment: 90 seconds
- Issue key cards: 30 seconds
- Provide info & close: 45 seconds
Total: ~5 minutes
4. Special Cases & Scenarios¶
4.1. Walk-in Guest (No Reservation)¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Walk-in Scenario: Guest arrives without prior reservation.
Greeting Script:
"Good afternoon, welcome to Sazi Hotel! Do you have a reservation with us?"
Guest: "No, I don't. Do you have any rooms available?"
Walk-in Check-in Flow:
graph TD
A[Walk-in Guest] --> B[Check Room Availability]
B --> C{Rooms Available?}
C -->|Yes| D[Present Options & Rates]
D --> E[Guest Selects Room]
E --> F[Create New Reservation]
F --> G[Collect Guest Information]
G --> H[Verify Identity]
H --> I[Process Payment]
I --> J[Issue Key Card]
J --> K[Complete Check-in]
C -->|No| L[Offer Alternatives]
L --> M[Partner Hotels]
L --> N[Waitlist]
style A fill:#fff3e0
style C fill:#ffe0b2
style K fill:#c8e6c9
style L fill:#ffcdd2Walk-in Interface:
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
┌──────────────── WALK-IN GUEST BOOKING ────────────────┐
│ │
│ AVAILABILITY CHECK: │
│ Date: Jan 23, 2025 (Today) │
│ Nights: [1___] nights │
│ Check-out: Jan 24, 2025 │
│ │
│ AVAILABLE ROOMS: │
│ │
│ ┌────────────────────────────────────────────┐ │
│ │ 🏠 Standard Double Room │ │
│ │ Available: 3 rooms │ │
│ │ Rate: 1,800,000 VND/night │ │
│ │ Tax: 180,000 VND │ │
│ │ Total: 1,980,000 VND (1 night) │ │
│ │ [SELECT] │ │
│ └────────────────────────────────────────────┘ │
│ │
│ ┌────────────────────────────────────────────┐ │
│ │ 🏠 Deluxe Ocean View │ │
│ │ Available: 2 rooms │ │
│ │ Rate: 2,800,000 VND/night │ │
│ │ Tax: 280,000 VND │ │
│ │ Total: 3,080,000 VND (1 night) │ │
│ │ 💡 Recommended: Better view │ │
│ │ [SELECT] │ │
│ └────────────────────────────────────────────┘ │
│ │
│ ┌────────────────────────────────────────────┐ │
│ │ 🏠 Executive Suite │ │
│ │ Available: 1 room │ │
│ │ Rate: 5,000,000 VND/night │ │
│ │ Tax: 500,000 VND │ │
│ │ Total: 5,500,000 VND (1 night) │ │
│ │ [SELECT] │ │
│ └────────────────────────────────────────────┘ │
│ │
│ [Cancel] [Proceed to Booking →] │
└────────────────────────────────────────────────────────┘
Walk-in Guest Information Form:
┌──────────── CREATE NEW RESERVATION ────────────┐
│ │
│ GUEST INFORMATION: │
│ Full Name: [Lê Văn Bình______________] │
│ Phone: [+84 94 567 8901_________] │
│ Email: [lebinhtravel@gmail.com__] │
│ ID/Passport: [079234567890___________] │
│ Nationality: [Vietnam_________________] │
│ │
│ STAY DETAILS: │
│ Check-in: Jan 23, 2025 - 02:00 PM (Today) │
│ Check-out: Jan 24, 2025 - 12:00 PM │
│ Nights: 1 │
│ Adults: [1___] Children: [0___] │
│ │
│ ROOM SELECTED: │
│ Standard Double Room │
│ Rate: 1,800,000 VND/night │
│ Total: 1,980,000 VND (including tax) │
│ │
│ PAYMENT: │
│ ● Full Payment Now (1,980,000 VND) │
│ ○ Deposit 50% (990,000 VND) │
│ │
│ [Cancel] [Create & Check-in →] │
└─────────────────────────────────────────────────┘
Walk-in Pricing:
- Standard Rate: Walk-in rate = BAR (Best Available Rate)
- Last-minute discount: If low occupancy, offer 10-15% discount
- Upsell opportunity: Present higher room categories
4.2. Early Check-in¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Scenario: Guest arrives before standard 14:00 check-in time.
Early Check-in Policy:
┌────────────── EARLY CHECK-IN POLICY ──────────────┐
│ │
│ Standard Check-in Time: 14:00 (2:00 PM) │
│ │
│ EARLY ARRIVAL FEES: │
│ ──────────────────────────────────────────── │
│ 6:00 AM - 10:00 AM: 50% of daily rate │
│ 10:00 AM - 12:00 PM: 30% of daily rate │
│ 12:00 PM - 14:00 PM: Complimentary (if available)│
│ │
│ VIP GUESTS: Complimentary (any time) │
│ LONG STAY (>7 nights): Complimentary │
│ │
└────────────────────────────────────────────────────┘
Early Check-in Request Flow:
graph TD
A[Guest Arrives Early] --> B{Check Room Availability}
B -->|Room Ready| C[Complimentary Early Check-in]
C --> D[Process Standard Check-in]
B -->|Room Cleaning| E{Time Until Ready}
E -->|<30 min| F[Offer Waiting in Lobby]
E -->|30-60 min| G[Store Luggage + Use Facilities]
E -->|>60 min| H[Charge Early Check-in Fee]
H --> I{Guest Decision}
I -->|Accept Fee| J[Process Early Check-in]
I -->|Decline| K[Luggage Storage + Return at 14:00]
style C fill:#c8e6c9
style F fill:#fff9c4
style J fill:#c8e6c9
style K fill:#e1f5feEarly Check-in Interface:
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
┌────────────── EARLY CHECK-IN REQUEST ─────────────┐
│ │
│ Guest: Nguyễn Văn An │
│ Reservation: BK-2025-001234 │
│ Room Type: Deluxe Double │
│ │
│ Standard Check-in: 14:00 (2:00 PM) │
│ Current Time: 11:30 AM │
│ Early Arrival: 2.5 hours before standard │
│ │
│ ROOM STATUS CHECK: │
│ ✅ Room 405: Ready (Last cleaned: 1 hour ago) │
│ ✅ Room 408: Ready (Last cleaned: 30 min ago) │
│ 🟡 Room 410: Cleaning (ETA: 30 minutes) │
│ │
│ RECOMMENDATION: │
│ ✅ Complimentary Early Check-in Available │
│ (Room is ready, no additional fee required) │
│ │
│ Alternative Options: │
│ ○ Complimentary Early Check-in (Room 405) │
│ ○ Wait in Lobby (30 min) │
│ ○ Luggage Storage + Use Pool/Gym │
│ │
│ [Cancel] [Proceed with Early Check-in →] │
└────────────────────────────────────────────────────┘
Early Check-in Script:
"Good morning Mr./Ms. [Guest Name]! I see you've arrived early. Let me check if your room is ready."
(Check room status)
If room ready: "Good news! Your room is ready. I'm happy to check you in now at no additional charge. Welcome!"
If room cleaning (ETA < 30 min): "Your room is being prepared and will be ready in about 20 minutes. You're welcome to wait in our lobby lounge, or I can store your luggage and you can enjoy our pool or gym facilities."
If room not ready (>1 hour wait): "Your room will be ready at 2:00 PM. However, I can offer early check-in for a fee of [amount] VND, or I'd be happy to store your luggage and you can return at 2:00 PM."
4.3. Late Check-in / No-show Risk¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Scenario: Guest expected to arrive but hasn't shown up by 6 PM.
Late Arrival / No-show Management:
┌────────────── LATE ARRIVAL MANAGEMENT ────────────┐
│ │
│ Guest: Phạm Hoài Nam │
│ Reservation: BK-2025-001237 │
│ Expected Arrival: 6:00 PM │
│ Current Time: 7:30 PM (1.5 hours late) │
│ │
│ STATUS: ⚠️ Late Arrival / No-show Risk │
│ │
│ ACTIONS TAKEN: │
│ ✅ 6:30 PM: SMS sent to +84 93 456 7890 │
│ ✅ 7:00 PM: Called guest (no answer, voicemail) │
│ ✅ 7:15 PM: Email sent │
│ ⏳ 7:30 PM: Awaiting response │
│ │
│ RESERVATION DETAILS: │
│ Deposit Status: Paid (3,000,000 VND) │
│ Guarantee: Credit Card on file │
│ Cancellation: Non-refundable │
│ │
│ HOLD ROOM UNTIL: 10:00 PM (Hotel Policy) │
│ │
│ OPTIONS: │
│ ○ Continue holding (wait for guest) │
│ ○ Mark as No-show (after 10 PM) │
│ ○ Contact guest again │
│ ○ Release room for walk-ins (after 10 PM) │
│ │
│ [Update Status] [Contact Guest] │
└────────────────────────────────────────────────────┘
No-show Policy:
┌──────────────── NO-SHOW POLICY ────────────────┐
│ │
│ TIMELINE: │
│ ──────────────────────────────────────── │
│ 6:00 PM: First contact attempt (SMS) │
│ 7:00 PM: Second contact (Phone call) │
│ 8:00 PM: Third contact (Email) │
│ 10:00 PM: Mark as No-show (if no response) │
│ │
│ NO-SHOW CHARGES: │
│ ──────────────────────────────────────── │
│ Guaranteed Reservation: First night charged │
│ Non-guaranteed: Forfeit deposit │
│ Non-refundable Rate: Full stay charged │
│ │
│ ROOM RELEASE: │
│ ──────────────────────────────────────── │
│ After 10:00 PM: Release room for walk-ins │
│ (If occupancy >90%) │
│ │
└─────────────────────────────────────────────────┘
Late Check-in (Guest Arrives after 10 PM):
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Late Arrival Script:
"Good evening Mr./Ms. [Guest Name], welcome to Sazi Hotel. We were concerned when you didn't arrive at your expected time. I'm glad you made it safely. Let me check you in right away."
Special Considerations for Late Check-in:
- ✅ Expedite check-in: Minimize paperwork, get guest to room quickly
- ✅ Breakfast info: Mention breakfast times (guest may be tired)
- ✅ Quiet room: Assign room away from elevators/ice machines
- ✅ Minimal conversation: Guest likely tired from travel
4.4. Group Check-in¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Scenario: Group of 10+ guests arriving together (tour group, corporate event, wedding party).
Group Check-in Flow:
graph TD
A[Group Arrival] --> B[Group Leader Check-in]
B --> C[Verify Rooming List]
C --> D[Collect Group Documents]
D --> E{Payment Method}
E -->|Master Bill| F[Charge to Master Account]
E -->|Individual| G[Each Guest Pays Separately]
F --> H[Pre-assign Rooms]
G --> H
H --> I[Prepare Key Cards in Advance]
I --> J[Individual Guest Check-in]
J --> K[Distribute Keys & Info]
K --> L[Complete Group Check-in]
style A fill:#fff3e0
style B fill:#f3e5f5
style L fill:#c8e6c9Group Check-in Interface:
┌────────────── GROUP CHECK-IN ──────────────────┐
│ │
│ Group Name: "Tech Conference 2025" │
│ Group Leader: Nguyễn Văn Hùng │
│ Total Rooms: 15 rooms │
│ Expected Arrival: Jan 23, 2025 - 03:00 PM │
│ │
│ ROOMING LIST: │
│ ┌─────────┬──────────────┬──────────┬────────┐│
│ │ Room │ Guest Name │ Room Type│ Status ││
│ ├─────────┼──────────────┼──────────┼────────┤│
│ │ 301 │ Nguyễn V.H │ Deluxe │ ✅ ││
│ │ 302 │ Trần T.L │ Deluxe │ ✅ ││
│ │ 303 │ Lê M.T │ Standard │ 🟡 ││
│ │ 304 │ Phạm H.N │ Standard │ ⏰ ││
│ │ ... │ ... │ ... │ ... ││
│ └─────────┴──────────────┴──────────┴────────┘│
│ │
│ CHECK-IN PROGRESS: │
│ ████████████░░░░░░░░ 60% (9/15 checked in) │
│ │
│ PAYMENT: │
│ ● Master Bill (Corporate Invoice) │
│ ○ Individual Payments │
│ │
│ Master Account: Tech Corp Vietnam │
│ Contact: finance@techcorp.vn │
│ │
│ TOTAL CHARGES: │
│ 15 rooms × 3 nights = 45 room nights │
│ Estimated Total: 112,500,000 VND │
│ │
│ [View Rooming List] [Bulk Check-in] │
└─────────────────────────────────────────────────┘
Group Check-in Best Practices:
- Pre-Check-in Preparation (1 day before):
- Contact group leader to confirm rooming list
- Pre-assign rooms based on preferences
- Prepare welcome packets for each guest
-
Pre-program key cards
-
Arrival Day Setup:
- Dedicated check-in station for group
- Welcome desk with group name banner
-
Express check-in process (2-3 min/guest)
-
Efficient Check-in Process:
- Group leader checks in first (master payment)
- Individual guests provide ID only (no payment needed)
- Pre-packaged key cards with room info
-
Welcome packets with hotel info
-
Time Target:
- 15 rooms check-in: 30-40 minutes total
- 2-3 minutes per guest
- Parallel processing with 2 staff members
4.5. VIP Guest Check-in¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Scenario: VIP guest, loyalty member, or special guest.
VIP Check-in Protocol:
┌──────────────── VIP CHECK-IN ──────────────────┐
│ │
│ ⭐ VIP GUEST ALERT ⭐ │
│ │
│ Guest: Trần Minh Quân │
│ VIP Level: Platinum Member (500+ nights) │
│ Preferences: High floor, King bed, Quiet room │
│ │
│ SPECIAL ARRANGEMENTS: │
│ ✅ Suite upgrade (complimentary) │
│ ✅ Welcome amenities prepared │
│ ✅ Personalized welcome letter │
│ ✅ Fruit basket & champagne in room │
│ ✅ Airport transfer arranged │
│ ✅ Late checkout pre-approved (6 PM) │
│ │
│ ROOM ASSIGNMENT: │
│ Room 601 - Executive Suite (6th Floor) │
│ Best ocean view, recently renovated │
│ │
│ CHECK-IN OPTIONS: │
│ ● Express VIP Check-in (at reception) │
│ ○ In-room Check-in (butler service) │
│ ○ Curbside Check-in (room ready on arrival) │
│ │
│ MANAGER GREETING: │
│ ☑ General Manager notified │
│ ☑ Personal greeting scheduled │
│ │
│ [Standard Check-in] [VIP Fast Track →] │
└─────────────────────────────────────────────────┘
VIP Welcome Script:
"Good afternoon Mr./Ms. [VIP Guest Name], welcome back to Sazi Hotel! It's wonderful to see you again. As our valued Platinum member, I've taken the liberty of upgrading you to our Executive Suite on the 6th floor with a beautiful ocean view. Your room is ready, and I'll have your keys prepared immediately. Is there anything special we can arrange for you during your stay?"
VIP Amenities Checklist:
┌──────────── VIP AMENITIES ────────────┐
│ │
│ IN-ROOM WELCOME: │
│ ☑ Fruit basket │
│ ☑ Champagne or wine │
│ ☑ Personalized welcome letter │
│ ☑ Fresh flowers │
│ ☑ Premium toiletries │
│ │
│ SERVICES: │
│ ☑ Butler service (24/7) │
│ ☑ Priority room service │
│ ☑ Late checkout (up to 6 PM) │
│ ☑ Complimentary breakfast │
│ ☑ Spa discount (20%) │
│ ☑ Airport transfer │
│ │
│ CHECK-IN: │
│ ☑ Express check-in (3 minutes) │
│ ☑ Manager greeting │
│ ☑ Room upgrade (if available) │
│ │
└────────────────────────────────────────┘
4.6. Connecting Rooms Request¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Scenario: Family or group requests connecting rooms.
Connecting Rooms Interface:
┌───────────── CONNECTING ROOMS REQUEST ─────────────┐
│ │
│ Guest: Nguyễn Văn An (Family of 5) │
│ Request: 2 connecting rooms │
│ │
│ AVAILABLE CONNECTING ROOMS: │
│ │
│ Option 1: Rooms 401 + 402 (4th Floor) │
│ ┌─────────────┐ ┌─────────────┐ │
│ │ Room 401 │◄─►│ Room 402 │ │
│ │ Deluxe DBL │ │ Deluxe TWN │ │
│ │ City View │ │ City View │ │
│ │ ✅ Ready │ │ ✅ Ready │ │
│ └─────────────┘ └─────────────┘ │
│ Total: 5,000,000 VND/night │
│ [SELECT] │
│ │
│ Option 2: Rooms 505 + 506 (5th Floor) │
│ ┌─────────────┐ ┌─────────────┐ │
│ │ Room 505 │◄─►│ Room 506 │ │
│ │ Deluxe DBL │ │ Standard │ │
│ │ Ocean View │ │ Ocean View │ │
│ │ ✅ Ready │ │ 🟡 Cleaning│ │
│ └─────────────┘ └─────────────┘ │
│ Total: 4,500,000 VND/night │
│ ETA Ready: 20 minutes │
│ [SELECT] │
│ │
│ ☑ Unlock connecting door │
│ ☑ Provide extra key cards (4 total) │
│ │
│ [Cancel] [Assign Rooms →] │
└─────────────────────────────────────────────────────┘
Connecting Rooms Notes:
- ✅ Unlock connecting door before guest arrival
- ✅ Test door to ensure it works properly
- ✅ Extra key cards: Provide 2 keys per room (4 total)
- ✅ Privacy: Explain door can be locked from both sides
4.7. Guest Complaints at Check-in¶
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Common Complaints:
- "The room rate is higher than I booked online"
Response:
"I apologize for the confusion. Let me review your booking confirmation. [Check reservation details] I see your booking was made on [date] at [rate]. That rate is still honored. The higher rate you're seeing is our current walk-in rate. You'll only pay the rate you booked."
- "I requested a high floor but got a low floor room"
Response:
"I sincerely apologize. Let me check if we have high floor rooms available. [Check availability] I have Room 512 on the 5th floor available. I'll be happy to change your assignment to that room. Would that work for you?"
- "The room isn't ready yet and I'm exhausted from my flight"
Response:
"I completely understand how tiring travel can be. Your room is currently being prepared and will be ready in about 20 minutes. In the meantime, may I offer you a welcome drink in our lobby lounge? I'll also store your luggage securely and notify you immediately when your room is ready."
- "I booked an ocean view but you're giving me a city view"
Response:
"Let me verify your reservation. [Check booking] I see you booked a Deluxe Double room. I apologize for the confusion - that room type has a city view. However, I do have an ocean view room available. I can upgrade you for an additional [amount] per night, or I can offer you a complimentary upgrade if you'd like to extend your stay by one more night. Which would you prefer?"
Complaint Resolution Process:
graph TD
A[Guest Complaint] --> B[Listen Actively]
B --> C[Apologize Sincerely]
C --> D[Investigate Issue]
D --> E{Can Resolve?}
E -->|Yes| F[Offer Solution]
E -->|No| G[Escalate to Manager]
F --> H{Guest Satisfied?}
H -->|Yes| I[Complete Check-in]
H -->|No| G
G --> J[Manager Resolution]
J --> I
style A fill:#ffcdd2
style C fill:#fff9c4
style I fill:#c8e6c95. Tips & Best Practices¶
5.1. Keyboard Shortcuts¶
Tăng tốc độ check-in với keyboard shortcuts:
| Shortcut | Action | Description |
|---|---|---|
| Ctrl + F | Quick Search | Focus vào search bar để tìm guest |
| Ctrl + W | Walk-in | Mở form walk-in guest |
| Ctrl + R | Refresh | Refresh arrivals list |
| Ctrl + N | New Reservation | Tạo reservation mới |
| Ctrl + P | In check-in receipt | |
| Ctrl + Enter | Complete | Complete check-in process |
| Esc | Cancel | Cancel current operation |
| F2 | Edit Guest | Edit guest information |
| F5 | Reload | Reload page data |
| Alt + 1-4 | Switch Tabs | Switch giữa các tabs (All, Standard, Early, Late) |
5.2. Check-in Efficiency Tips¶
Morning Preparation (Before Peak Hours):
┌──────────── MORNING CHECKLIST ────────────┐
│ │
│ 7:00 AM - Pre-shift Preparation: │
│ ☐ Review today's arrivals list (25 guests)│
│ ☐ Check special requests & VIPs (3 VIPs) │
│ ☐ Verify room readiness status │
│ ☐ Pre-assign rooms for VIPs │
│ ☐ Prepare welcome amenities │
│ ☐ Test key card encoder │
│ ☐ Count cash drawer │
│ ☐ Brief with housekeeping team │
│ │
└────────────────────────────────────────────┘
Peak Hours Management (2-6 PM):
- Queue Management:
- VIP fast-track lane
- Express check-in for online check-in
-
Group check-in dedicated station
-
Speed Optimization:
- Pre-fill guest information from reservation
- Use templates for common scenarios
- Minimize unnecessary conversation (be friendly but efficient)
-
Parallel processing: One staff verifies ID while another programs keys
-
Teamwork:
- Call backup staff during peak (>5 guests waiting)
- Assign roles: Guest greeter, Check-in processor, Key card issuer
After Check-in:
- ✅ Update room status immediately (Vacant → Occupied)
- ✅ Notify housekeeping of check-in
- ✅ Send welcome SMS/email with WiFi info
- ✅ Log special requests in PMS for follow-up
5.3. Customer Service Excellence¶
First Impression Scripts:
Standard Greeting:
"Good [morning/afternoon/evening], welcome to Sazi Hotel! My name is [Your Name]. How may I assist you today?"
Returning Guest:
"Welcome back to Sazi Hotel, Mr./Ms. [Guest Name]! It's wonderful to see you again. I hope you've been well."
VIP Guest:
"Good afternoon, Mr./Ms. [VIP Name]! What a pleasure to have you with us again. Your suite is ready and waiting for you."
Service Recovery (Problems at Check-in):
┌────────────── SERVICE RECOVERY ───────────────┐
│ │
│ Problem: Room not ready at 2 PM │
│ │
│ ❌ Poor Response: │
│ "The room isn't ready yet. You'll have to │
│ wait." │
│ │
│ ✅ Excellent Response: │
│ "I sincerely apologize. Your room is being │
│ prepared and will be ready in 20 minutes. │
│ While you wait, may I offer you a welcome │
│ drink in our lounge? I'll personally ensure │
│ your room is prioritized and notify you the │
│ moment it's ready. As an apology for the │
│ inconvenience, I'd like to offer you a │
│ complimentary spa voucher." │
│ │
└────────────────────────────────────────────────┘
Upselling Techniques:
📸 Chụp từ: https://sazi.gp.mana.vn/reception/checkin
Upsell Scenario 1: Room Upgrade
"I see you've booked our Standard Double room. For just an additional 1,000,000 VND per night, I can upgrade you to our Deluxe Ocean View room with a beautiful balcony and stunning sea views. Would you be interested?"
Upsell Scenario 2: Late Checkout
"Your checkout is at 12 PM. If you'd like to enjoy a more relaxed morning, I can arrange a late checkout until 6 PM for 1,000,000 VND. This gives you an extra 6 hours to enjoy our pool and facilities before your flight."
Upsell Scenario 3: Breakfast Package
"I notice your rate doesn't include breakfast. We have a special offer: Add breakfast for all 3 days for just 900,000 VND (300,000/day), which is a 10% savings compared to the daily rate. Our buffet features both Western and Vietnamese cuisine. Would you like to add that?"
Success Rates: - Room upgrades: 15-20% conversion - Late checkout: 25-30% conversion - Breakfast packages: 40-50% conversion
5.4. Common Workflows¶
Workflow 1: Express VIP Check-in (3 minutes)
1. Greet VIP by name (15 sec)
2. Verify identity (quick ID check) (20 sec)
3. Present pre-assigned suite (15 sec)
4. Process payment (card on file) (30 sec)
5. Issue pre-programmed key cards (15 sec)
6. Provide personalized welcome (45 sec)
7. Manager greeting & escort to room (40 sec)
────────────────────────────────────────────────
Total: ~3 minutes
Workflow 2: Standard Check-in (5 minutes)
1. Greet & search reservation (60 sec)
2. Verify identity (45 sec)
3. Assign room (60 sec)
4. Process payment/deposit (90 sec)
5. Issue key cards (30 sec)
6. Provide hotel information (45 sec)
────────────────────────────────────────────────
Total: ~5 minutes
Workflow 3: Walk-in Guest (8-10 minutes)
1. Greet & check availability (60 sec)
2. Present room options & rates (90 sec)
3. Guest selects room (30 sec)
4. Create new reservation (90 sec)
5. Collect guest information (90 sec)
6. Verify identity (45 sec)
7. Process full payment (120 sec)
8. Issue key cards (30 sec)
9. Provide hotel information (60 sec)
────────────────────────────────────────────────
Total: ~9 minutes
6. FAQs (Câu Hỏi Thường Gặp)¶
FAQ 1: Guest đến lúc 10 AM, phòng chưa sẵn sàng. Guest muốn check-in ngay. Làm sao xử lý?¶
Scenario: Guest arrives at 10 AM (4 hours before standard 2 PM check-in), room is still occupied or being cleaned.
Step 1: Check Room Status
Room Status Options:
- Room 405: Occupied (guest checking out at 12 PM)
- Room 408: Cleaning (ETA ready: 11:30 AM)
- Room 410: Ready (cleaned 1 hour ago)
Step 2: Tiered Response Strategy
Option A: Room Ready Now (Room 410)
"Good morning Mr./Ms. [Guest Name]! I'm pleased to inform you that we have a room ready for you right now. I can check you in immediately at no additional charge. Welcome to Sazi Hotel!"
- Action: Complimentary early check-in (Room 410)
- Time: 5 minutes to check in
- Fee: 0 VND (build goodwill)
Option B: Room Ready in 1.5 Hours (Room 408)
"Good morning! Your room is being prepared and will be ready at 11:30 AM, about 1.5 hours from now. I have several options for you:
- Wait in our lobby lounge - I can store your luggage and offer you a complimentary welcome drink
- Use hotel facilities - Enjoy our pool and gym while you wait
- Early check-in with fee - I can assign you a ready room now for 750,000 VND (30% of daily rate, since it's before noon)"
- Guest Decision:
- Most guests (70%): Option 1 or 2 (wait 1.5 hours)
- Some guests (30%): Option 3 (pay fee)
Option C: Room Not Ready Until Afternoon (All rooms occupied/cleaning)
"I apologize, but all rooms of your category are currently occupied or being prepared. Standard check-in is at 2:00 PM. However, I have these alternatives:
- Luggage storage + facilities - Store luggage, use pool/gym, freshen up in public restroom
- Day room in different category - Upgrade to a Suite that's ready now, use until 2 PM, then move to your booked room (no extra charge)
- Paid early check-in - Guarantee a room by 12 PM for 1,250,000 VND (50% of daily rate)"
Step 3: Guest Follow-up
If guest waits: - ✅ Store luggage securely in luggage room - ✅ Provide luggage tag with number - ✅ Offer welcome drink voucher - ✅ Set phone reminder to notify guest when room ready - ✅ Text/call guest: "Your room is ready!"
Decision Matrix:
| Arrival Time | Room Status | Recommended Action | Fee |
|---|---|---|---|
| 6-10 AM | Room Ready | Complimentary early check-in | 0 VND |
| 6-10 AM | Ready in <2h | Offer waiting options | 0 VND |
| 6-10 AM | Not ready >2h | Charge 50% of daily rate | 1,250,000 VND |
| 10 AM-12 PM | Room Ready | Complimentary early check-in | 0 VND |
| 10 AM-12 PM | Ready in <2h | Offer waiting options | 0 VND |
| 10 AM-12 PM | Not ready >2h | Charge 30% of daily rate | 750,000 VND |
| 12-2 PM | Any status | Complimentary (if available) | 0 VND |
FAQ 2: Walk-in guest muốn rate thấp hơn giá hiện tại. Có thể discount không?¶
Scenario: - Walk-in guest: "Your online rate is 2,500,000 VND. That's too expensive. Can you do 2,000,000 VND?" - Current occupancy: 75% - Available rooms: 8 Standard rooms
Step 1: Check Discount Authority
┌─────────── DISCOUNT AUTHORITY ───────────┐
│ │
│ Reception Staff: │
│ - Up to 10% discount (max 250,000 VND) │
│ - Requires: Low occupancy (<70%) │
│ │
│ Supervisor: │
│ - Up to 20% discount (max 500,000 VND) │
│ - Requires: Very low occupancy (<60%) │
│ │
│ Manager: │
│ - Up to 30% discount │
│ - Case by case approval │
│ │
└───────────────────────────────────────────┘
Step 2: Assess Negotiation Factors
Factors favoring discount: - ✅ Low occupancy (<70%) - ✅ Late evening arrival (room likely to remain empty) - ✅ Multi-night stay (>3 nights) - ✅ Last-minute booking (day of arrival)
Factors against discount: - ❌ High occupancy (>85%) - ❌ Peak season/high demand - ❌ Single night stay - ❌ Room type in high demand
Current Scenario Analysis: - Occupancy: 75% (moderate) - Time: 2 PM (standard check-in, not late evening) - Stay length: Not mentioned - Season: Normal
Step 3: Negotiation Response
Response Path A: Cannot Discount (Occupancy >80%)
"I appreciate your interest in staying with us. Unfortunately, at 2,500,000 VND, this is already our best available rate for today given our current occupancy level. However, I can offer you:
- Complimentary breakfast (valued at 300,000 VND/day)
- Free late checkout until 2 PM (valued at 500,000 VND)
- 10% discount on spa services during your stay
This adds over 800,000 VND in value. Would this work for you?"
Response Path B: Small Discount (Occupancy 70-80%)
"Let me see what I can do for you. [Check system]
For a walk-in guest, our standard rate is 2,500,000 VND. However, I can offer you a special rate of 2,250,000 VND (10% discount) if you're staying for 2 or more nights. This includes:
- Room rate: 2,250,000 VND/night
- Complimentary WiFi
- Access to pool and gym
Would this work for you?"
Response Path C: Larger Discount (Occupancy <70%, Late Evening)
If guest arrives after 8 PM and occupancy is low:
"I understand you're looking for value. Given that you're checking in late and we have availability, I can offer you a special last-minute rate of 2,100,000 VND (16% discount). This is a one-time offer for tonight only. How does that sound?"
Step 4: Handling Guest Pushback
Guest: "That's still too high. I can stay at [Competitor Hotel] for 1,800,000 VND."
Response:
"I understand price is important. While I can't match that rate, let me share what differentiates us:
- Ocean view rooms (competitor has city view)
- Beachfront location (competitor is 2 blocks away)
- Included breakfast (competitor charges extra)
- Recently renovated (modern amenities)
- Higher guest ratings (4.8/5 vs 4.2/5)
The value you receive here is significantly higher. However, if budget is your primary concern, I respect that. Would you like me to help you book at the other hotel instead?"
Outcome Probabilities:
- 50% of guests accept the small discount (2,250,000 VND)
- 30% of guests accept the value-add (breakfast, late checkout)
- 15% of guests leave to competitor
- 5% of guests accept full rate
Key Principles:
- Never discount immediately - Always start with value-add first
- Anchor to higher value - "Our standard rate is 2,500,000, but I can offer..."
- Require something in return - "If you stay 2+ nights, I can discount..."
- Know when to let go - If guest is purely price-shopping, help them find competitor
- Document discount - Log reason in PMS for revenue management
FAQ 3: Group check-in 20 rooms cùng lúc. Làm sao xử lý nhanh và không delay guest khác?¶
Scenario: - Group: "Tech Conference 2025" - 20 rooms - Arrival time: 3:00 PM (peak time) - Other arrivals: 8 individual guests also checking in
Pre-Arrival Preparation (1 day before):
Day Before (Jan 22, 2025):
10:00 AM - Contact group leader:
──────────────────────────────────────────
Email: nguyenvanhung@techcorp.vn
Subject: Final Confirmation - Group Check-in Tomorrow
Dear Mr. Nguyễn Văn Hùng,
We're excited to welcome your group tomorrow at 3 PM!
ACTION REQUIRED:
1. Please send final rooming list by 6 PM today
2. Confirm payment method (Master Bill or Individual)
3. Any last-minute special requests?
Attached: Rooming list template
Best regards,
Reception Team - Sazi Hotel
2:00 PM - Receive rooming list:
┌──────────── ROOMING LIST ────────────┐
│ Room │ Guest Name │ Room Type │
├───────┼───────────────┼─────────────┤
│ 301 │ Nguyễn V.H │ Deluxe DBL │
│ 302 │ Trần T.L │ Deluxe DBL │
│ 303 │ Lê M.T │ Standard │
│ ... (17 more rooms) │
└──────────────────────────────────────┘
3:00 PM - Pre-assign all rooms:
- ✅ Assign specific rooms (301-320)
- ✅ Verify all rooms are clean and ready
- ✅ Create master folio (if applicable)
- ✅ Prepare welcome packets (20 sets)
4:00 PM - Pre-program key cards:
- ✅ Program all 40 key cards (2 per room)
- ✅ Put in envelopes with room numbers
- ✅ Organize by room number for quick distribution
Arrival Day Setup (Jan 23, 2025):
12:00 PM - Setup dedicated check-in station:
Reception Layout:
┌─────────────────────────────────────────┐
│ │
│ [GROUP CHECK-IN] [INDIVIDUAL] │
│ Station 1 & 2 Station 3 │
│ │
│ 2 staff members 1 staff member │
│ (Handle group) (Handle walk-ins) │
│ │
│ Welcome Banner: │
│ "Welcome Tech Conference 2025!" │
│ │
└─────────────────────────────────────────┘
Staffing: - Staff 1: Group leader check-in & payment - Staff 2: Individual guest check-in (ID verification + key distribution) - Staff 3: Regular guests (separate queue) - Manager: Greeting & oversight
Actual Check-in Process (3:00 PM):
Phase 1: Group Leader (10 minutes)
3:00 PM - Group Leader Arrives
────────────────────────────────────────────
Staff 1: "Welcome Mr. Nguyễn Văn Hùng!
Your group is all set. Let me
process the master payment."
Actions:
1. Verify rooming list (2 min)
2. Process master payment (5 min)
- Corporate invoice: 112,500,000 VND
- 20 rooms × 3 nights = 60 room nights
3. Collect group leader ID (1 min)
4. Issue group leader key card (1 min)
5. Explain distribution process (1 min)
Total: 10 minutes
Phase 2: Individual Guests (Parallel Processing - 30 minutes)
3:10 PM - Individual Guests Start Arriving
────────────────────────────────────────────
Queue Management:
- Guests line up at Station 2
- Staff 2 handles one guest at a time
- Average time per guest: 2 minutes
Process per Guest:
1. Greet & verify name on rooming list (20 sec)
2. Request ID for verification (30 sec)
3. Hand pre-programmed key card envelope (15 sec)
4. Hand welcome packet with hotel info (15 sec)
5. Quick hotel overview (30 sec)
6. "Enjoy your stay!" (10 sec)
Total per guest: ~2 minutes
20 guests: 40 minutes (if serial)
Optimization with Parallel Processing:
Timeline with 2 Staff (Parallel):
────────────────────────────────────────────
3:10 PM - Staff 2 starts guest check-ins
3:15 PM - 5 guests checked in (10 min)
3:25 PM - 10 guests checked in (15 min)
3:35 PM - 15 guests checked in (20 min)
3:40 PM - 20 guests checked in (30 min)
Total time: 30 minutes (with 2 staff parallel)
Individual Guests at Station 3:
- 8 individual guests also checking in
- Station 3 handles them independently
- No delay to group, no delay to individuals
Phase 3: Post-Check-in (5 minutes)
3:40 PM - Final Cleanup
────────────────────────────────────────────
✅ Verify all 20 guests checked in
✅ Update room statuses in PMS
✅ Notify housekeeping of group arrival
✅ Send group leader summary email
✅ Alert F&B of large group (for restaurant capacity)
Total Timeline:
┌──────────────── GROUP CHECK-IN TIMELINE ────────────────┐
│ │
│ 3:00 PM - Group leader arrives & payment (10 min) │
│ 3:10 PM - Individual guests start arriving │
│ 3:40 PM - All 20 guests checked in (30 min parallel) │
│ 3:45 PM - Final cleanup (5 min) │
│ │
│ TOTAL TIME: 45 minutes │
│ │
│ Compare to Standard Method (serial): │
│ - 20 guests × 5 min each = 100 minutes │
│ - Time saved: 55 minutes (55% faster) │
│ │
└──────────────────────────────────────────────────────────┘
Key Success Factors:
- Pre-check-in preparation:
- Rooming list 1 day in advance
- Pre-assign rooms
-
Pre-program key cards
-
Dedicated station:
- Separate group from individual guests
-
Clear signage and queue management
-
Parallel processing:
- 2 staff members for group
- 1 staff for individual guests
-
No cross-contamination of queues
-
Streamlined process:
- ID verification only (no payment per guest)
- Pre-packaged materials
- Minimal conversation (friendly but efficient)
FAQ 4: Guest's credit card declined, không có cash. Guest nói sẽ thanh toán sau. Cho phép check-in không?¶
Scenario: - Guest: Trần Văn Bình - Reservation: BK-2025-001245 - Total due: 8,250,000 VND (balance 5,250,000 + deposit 3,000,000) - Credit card: Declined (Insufficient funds) - Cash: Not available - Guest: "I'll pay tomorrow when I get money transferred. Please let me check in."
Step 1: Assess Risk Factors
┌────────────── RISK ASSESSMENT ───────────────┐
│ │
│ LOW RISK (Can allow check-in with conditions)│
│ ✅ Corporate booking with guarantee │
│ ✅ Loyalty member (history of payments) │
│ ✅ Government/Official booking │
│ ✅ Travel agency voucher │
│ ✅ Alternative payment method available │
│ │
│ HIGH RISK (Cannot allow check-in) │
│ ❌ Walk-in guest (no history) │
│ ❌ No deposit paid previously │
│ ❌ No credit card guarantee │
│ ❌ Suspicious behavior/red flags │
│ ❌ Late night arrival + payment issue │
│ │
└───────────────────────────────────────────────┘
Step 2: Verify Reservation & Payment History
Check PMS:
- Booking source: Direct booking (website)
- Deposit paid: 3,000,000 VND (Jan 15, 2025) ✅
- Guest history: First time guest ⚠️
- Guarantee: Credit card on file (now declined) ❌
Risk Level: MEDIUM - Deposit was paid → shows commitment - First time guest → no track record - Card declined → payment risk
Step 3: Escalation Decision Tree
graph TD
A[Card Declined] --> B{Alternative Payment?}
B -->|Yes| C[Bank Transfer]
B -->|Yes| D[Different Card]
B -->|Yes| E[Cash from ATM]
B -->|No| F{Can Defer Payment?}
C --> G[Process Bank Transfer]
D --> H[Try Different Card]
E --> I[Wait for ATM Withdrawal]
F -->|Low Risk| J[Manager Approval Required]
F -->|High Risk| K[Cannot Check-in]
J -->|Approved| L[Check-in with Payment Agreement]
J -->|Denied| K
style K fill:#ffcdd2
style L fill:#c8e6c9Step 4: Attempted Resolutions
Resolution 1: Try Alternative Payment Methods
"I understand this is frustrating. Let's explore some options:
- Do you have another credit card we could try?
- Bank transfer - Can you transfer the amount now? (We'll confirm receipt in 5-10 minutes)
- ATM withdrawal - There's an ATM in our lobby. Would you like to withdraw cash?
- Mobile payment - We accept MoMo, ZaloPay, VNPay"
Guest Response: "I don't have another card. I can do bank transfer tomorrow morning when my company processes it."
Resolution 2: Partial Payment
"I see you've already paid a 3,000,000 VND deposit, which I appreciate. Here's what I can do:
Since you have funds tomorrow, can you pay a portion now to secure your room? For example: - Pay 2,000,000 VND now (via bank transfer or ATM) - Pay remaining 6,250,000 VND tomorrow morning
Would this work?"
Guest Response: "I don't have any funds until tomorrow. Can you trust me? I promise to pay first thing in the morning."
Resolution 3: Manager Approval (Deferred Payment)
Escalate to Front Office Manager
Manager Assessment:
┌──────────── MANAGER REVIEW ────────────┐
│ │
│ Factors FOR allowing check-in: │
│ ✅ Deposit already paid (3M VND) │
│ ✅ Valid reservation │
│ ✅ Polite guest, seems genuine │
│ ✅ Occupancy is high (room will sell) │
│ │
│ Factors AGAINST: │
│ ❌ First time guest (no history) │
│ ❌ Total due: 8,250,000 VND (high) │
│ ❌ Card declined (payment risk) │
│ ❌ No alternative payment now │
│ │
│ DECISION: Conditional Check-in │
│ │
└─────────────────────────────────────────┘
Manager Approach:
"Mr. Bình, I understand your situation. While our policy requires payment upon check-in, I can make a one-time exception given that you've already paid your deposit. However, I need your cooperation:
Conditional Check-in Agreement: 1. You must pay the full balance (8,250,000 VND) by 10:00 AM tomorrow 2. If payment is not received by 10 AM, we will charge the 3,000,000 VND deposit as cancellation fee and you must vacate the room 3. You must provide a signed payment agreement (see below) 4. Room service and minibar will be restricted until payment is received
Do you agree to these terms?"
Payment Agreement Form:
┌──────────────────────────────────────────────────────┐
│ DEFERRED PAYMENT AGREEMENT │
│ │
│ Guest Name: Trần Văn Bình │
│ Room: 405 │
│ Check-in: Jan 23, 2025 │
│ │
│ AMOUNT DUE: 8,250,000 VND │
│ PAYMENT DEADLINE: Jan 24, 2025 - 10:00 AM │
│ │
│ I understand and agree: │
│ 1. Full payment must be made by 10:00 AM tomorrow │
│ 2. If payment not received, I will vacate room │
│ 3. Deposit (3,000,000 VND) will be forfeited │
│ 4. Room charges (minibar, room service) restricted │
│ │
│ Guest Signature: _______________ Date: _________ │
│ │
│ Manager Approval: _______________ Date: _________ │
│ │
└──────────────────────────────────────────────────────┘
Step 5: Monitoring & Follow-up
Next Morning (Jan 24, 2025):
────────────────────────────────────────────
7:00 AM - Manager sets reminder: "Check payment Rm 405"
9:00 AM - Courtesy call to guest:
"Good morning Mr. Bình, friendly reminder
that payment is due by 10 AM. How would
you like to process the payment?"
9:30 AM - Guest comes to reception:
"I have the bank transfer ready."
9:35 AM - Payment received: 8,250,000 VND ✅
9:40 AM - Receipt issued
9:45 AM - Unlock room service/minibar access
RESULT: Successful resolution, guest satisfied
Alternative Outcome (Payment Not Received):
10:05 AM - Payment not received
────────────────────────────────────────────
Manager calls room 405:
"Mr. Bình, it's 10:05 AM and we haven't received
your payment yet. Per our agreement, you have
until 10:30 AM to settle the bill or you must
vacate the room. Can you confirm your status?"
Guest: "I'm still waiting for the transfer..."
Manager Response:
"I understand, but I must enforce our agreement.
You have until 10:30 AM. If payment is not
received, we will need you to check out. Your
deposit of 3,000,000 VND will be applied as
cancellation fee per our signed agreement."
10:30 AM - Still no payment:
- Call room: "Please check out now"
- Update room status: Occupied → Check-out
- Apply deposit as cancellation fee
- Guest vacates
RESULT: Deposit covers some loss, minimize damage
Key Decision Principles:
- Never allow check-in without ANY payment for high-risk guests (walk-ins, no history)
- Manager approval required for deferred payment (never front desk solo decision)
- Signed agreement essential for legal protection
- Set clear deadline and enforce strictly
- Restrict room charges until payment received
- Consider deposit amount - if large deposit already paid, risk is lower
- Document everything in PMS notes
Policy Summary:
| Scenario | Deposit Paid | Guest History | Decision |
|---|---|---|---|
| Walk-in, no card, no cash | None | First time | ❌ Cannot check-in |
| Reservation, card declined | 50%+ | First time | ⚠️ Manager review |
| Reservation, card declined | 50%+ | Repeat guest | ✅ Conditional check-in |
| Corporate booking | Any | Any | ✅ Check-in (invoice) |
| Loyalty VIP | Any | Good history | ✅ Check-in (trust) |
FAQ 5: Guest phàn nàn room rate cao hơn giá đã book. Check lại thấy đúng là hệ thống tăng giá do peak season. Làm sao?¶
Scenario: - Guest: Nguyễn Thị Lan - Booking date: Dec 15, 2024 - Booked rate: 2,500,000 VND/night (Standard rate) - Check-in date: Jan 25, 2025 (Tết holiday - peak season) - Current system showing: 3,500,000 VND/night - Guest complaint: "I booked at 2.5 million. Why are you charging 3.5 million?"
Step 1: Verify Booking Confirmation
PMS Check:
────────────────────────────────────────────
Booking Code: BK-2024-089456
Guest: Nguyễn Thị Lan
Booking Date: Dec 15, 2024
Check-in: Jan 25, 2025
Rate: 2,500,000 VND/night ✅
Status: Confirmed
Payment: Deposit 1,000,000 VND paid
Review Booking Confirmation Email:
Subject: Reservation Confirmation - Sazi Hotel
Date: Dec 15, 2024
Dear Ms. Nguyễn Thị Lan,
Your reservation is confirmed!
────────────────────────────────────────────
Booking Code: BK-2024-089456
Check-in: Jan 25, 2025 (2:00 PM)
Check-out: Jan 28, 2025 (12:00 PM)
Nights: 3
Room Type: Deluxe Double Room
Rate: 2,500,000 VND per night
Total: 7,500,000 VND (3 nights)
Tax (10%): 750,000 VND
Grand Total: 8,250,000 VND
Deposit Paid: 1,000,000 VND
Balance Due: 7,250,000 VND
────────────────────────────────────────────
Conclusion: Guest is RIGHT. Booked rate was 2,500,000 VND. System error showing 3,500,000.
Step 2: Investigate Why System Shows Higher Rate
Possible Causes:
- System displaying current walk-in rate (not booked rate)
- Rate plan error in PMS
- Staff viewing wrong rate plan (BAR vs Special Rate)
- System glitch after recent update
Check PMS:
Rate Plan Analysis:
────────────────────────────────────────────
Reservation BK-2024-089456:
- Rate Plan: "Best Available Rate (BAR)"
- Booked Rate: 2,500,000 VND ✅
- Rate locked: Yes ✅
Current BAR for Jan 25:
- Walk-in Rate: 3,500,000 VND (Tết peak season) ⚠️
ISSUE IDENTIFIED:
- Reservation has LOCKED rate of 2.5M
- Staff viewing CURRENT rate (3.5M) by mistake
- Guest should pay booked rate: 2.5M VND
Step 3: Immediate Resolution
Apologize & Correct:
"Ms. Lan, I sincerely apologize for the confusion. Let me verify your booking confirmation immediately.
[Check PMS and email confirmation]
You are absolutely correct. Your reservation was confirmed on December 15th at 2,500,000 VND per night, and that rate is honored regardless of current pricing. I apologize for the error - our system was showing today's walk-in rate instead of your locked booking rate.
Your confirmed charges: - Room Rate: 2,500,000 VND/night (as booked) ✅ - 3 nights: 7,500,000 VND - Tax: 750,000 VND - Total: 8,250,000 VND - Deposit paid: -1,000,000 VND - Balance due: 7,250,000 VND
I've corrected this in our system. Again, my apologies for the concern. Is there anything else I can assist you with?"
Step 4: Service Recovery
Since this was a stressful error for the guest, offer service recovery:
"To apologize for this inconvenience and the stress it caused, I'd like to offer you:
- Complimentary room upgrade to Ocean View (if available)
- Welcome drink vouchers for our rooftop bar (2 drinks)
- 10% discount on spa services during your stay
We value your business and want to ensure you have a wonderful stay despite this mix-up."
Step 5: Prevent Future Occurrences
Root Cause Analysis:
Why did this happen?
────────────────────────────────────────────
Staff Error: Viewing current rate instead of
booked rate in PMS
Training Gap: New staff not trained on how to
distinguish booked vs current rates
System Issue: PMS displays current rate prominently,
booked rate requires extra click
Corrective Actions:
- Staff Training:
- Always check "Booked Rate" field in reservation
- Never assume current walk-in rate applies to existing reservations
-
Verify booking confirmation email
-
System Improvement:
- Request PMS vendor to highlight BOOKED RATE more prominently
-
Add warning message: "Guest booked rate differs from current rate"
-
Procedure Update:
- Mandatory: Check booking confirmation email before quoting price to guest
- Manager review for all rate disputes
Step 6: Documentation
PMS Notes:
────────────────────────────────────────────
Jan 25, 2025 - 2:15 PM
Guest disputed rate shown at check-in.
Issue: System displayed current rate (3.5M)
instead of booked rate (2.5M)
Resolution: Honored booked rate of 2.5M VND
Service recovery: Ocean view upgrade + drink vouchers
Staff: Mai Lan (Reception)
Approved by: Manager Hùng
Key Principles:
- Honor booked rate ALWAYS - Rate at booking is binding
- Check confirmation email - Source of truth
- Apologize sincerely - Even if unintentional error
- Service recovery - Compensate for guest stress
- Root cause analysis - Prevent future occurrences
- Staff training - Ongoing education on rate management
Final Outcome:
- ✅ Guest checked in at correct rate: 2,500,000 VND
- ✅ Upgraded to Ocean View (complimentary)
- ✅ Received welcome drinks
- ✅ Guest satisfied, potential negative review avoided
- ✅ Staff learned from error
- ✅ System improvement identified