Xử Lý Xung Đột Đặt Phòng

Trang Xử lý xung đột đặt phòng (Booking Conflicts) giúp bạn phát hiện, quản lý và giải quyết các xung đột trong hệ thống đặt phòng như overbooking, double booking, room type mismatches, và các vấn đề liên quan đến tính khả dụng của phòng.

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Tổng Quan

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Trang tổng quan hiển thị:

• Summary Cards: Tổng số xung đột (Total Conflicts), Chưa giải quyết (Unresolved), Đã giải quyết (Resolved), Cần xử lý gấp (Critical)
• Filter Panel: Lọc theo loại xung đột, ngày, trạng thái, độ ưu tiên
• Conflicts List/Table: Danh sách các xung đột với thông tin chi tiết
• Action Buttons: Giải quyết hàng loạt, Export báo cáo, Cài đặt cảnh báo
• Real-time Updates: Cập nhật tự động khi có xung đột mới

Các Loại Xung Đột Chính

graph TD
    A[Booking Conflicts] --> B[Overbooking]
    A --> C[Double Booking]
    A --> D[Room Type Mismatch]
    A --> E[Availability Issues]

    B --> B1[Inventory Shortage]
    B --> B2[Channel Overbooking]

    C --> C1[Same Room Multiple Bookings]
    C --> C2[Overlapping Dates]

    D --> D1[Upgrade Required]
    D --> D2[Downgrade Needed]

    E --> E1[Maintenance Block]
    E --> E2[Out of Order]
    E --> E3[Stop Sale]

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Conflicts Dashboard

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Summary Statistics

Thống kê tổng quan theo thời gian thực:

Metric	Mô Tả	Badge Color
Total Conflicts	Tổng số xung đột trong hệ thống	Blue
Critical	Xung đột cần xử lý gấp (check-in hôm nay/ngày mai)	Red
High Priority	Ưu tiên cao (check-in trong 3 ngày)	Orange
Medium Priority	Ưu tiên trung bình (check-in trong 7 ngày)	Yellow
Low Priority	Ưu tiên thấp (check-in > 7 ngày)	Green
Resolved Today	Đã giải quyết trong ngày	Success Green

Conflict Trends Chart

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Biểu đồ xu hướng hiển thị:

• Line Chart: Số lượng xung đột theo thời gian (7 ngày, 30 ngày, 90 ngày)
• Conflict Types: Phân loại theo loại xung đột (Overbooking, Double Booking, etc.)
• Resolution Rate: Tỷ lệ giải quyết (% conflicts resolved)
• Average Resolution Time: Thời gian trung bình để giải quyết

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Conflicts List View

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Table Columns

Column	Nội Dung	Actions
Status	Badge: Unresolved (Red), In Progress (Yellow), Resolved (Green)	Quick filter
Priority	CRITICAL, HIGH, MEDIUM, LOW với icon	Sort by priority
Conflict Type	Icon + Label (Overbooking, Double Booking, etc.)	Group by type
Date Range	Check-in → Check-out dates	Calendar filter
Room/Room Type	Room number hoặc Room Type name	Search/Filter
Affected Bookings	Số lượng bookings bị ảnh hưởng	Click để xem chi tiết
Created	Thời gian phát hiện xung đột	Sort by date
Assigned To	Staff được giao xử lý	Assign modal
Actions	View Details, Resolve, Ignore, Notes	Dropdown menu

View Modes

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

List View: Table dạng danh sách chi tiết (mặc định)

Card View: Cards với visual highlights

Calendar View: Hiển thị xung đột trên timeline/calendar

Kanban View: Theo trạng thái (Unresolved → In Progress → Resolved)

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Conflict Types & Details

1. Overbooking (Đặt Quá Số Lượng)

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/{id}

Nguyên nhân: - Số lượng bookings vượt quá inventory available - Channel manager đẩy bookings sau khi stop sale - Manual overbooking để maximize revenue - Lỗi đồng bộ giữa channels

Thông tin hiển thị: - Room Type bị overbooking - Date range affected - Số lượng: Available rooms vs Booked rooms - Số phòng thiếu (Shortage): e.g., "3 rooms short" - Danh sách bookings affected (với booking codes, guest names, channels)

Giải pháp đề xuất: 1. Upgrade to higher room type (if available) 2. Walk guest to another property 3. Deny/Cancel lowest priority booking 4. Add extra rooms from connected room types

2. Double Booking (Đặt Trùng Phòng)

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/{id}

Nguyên nhân: - Cùng 1 room number được assign cho nhiều bookings - Overlapping dates cho cùng phòng - Lỗi manual assignment - Race condition từ multiple channels

Thông tin hiển thị: - Room number cụ thể (e.g., "Room 301") - Timeline với overlapping bookings - Guest names và booking sources - Conflict period (dates overlap)

Giải pháp đề xuất: 1. Re-assign one booking to different room (same type) 2. Upgrade one booking to higher room type 3. Move one booking to different date (if flexible) 4. Contact guest for alternative arrangements

3. Room Type Mismatch

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/{id}

Nguyên nhân: - Booking cho room type không còn available - Channel mapping sai (OTA room type → PMS room type) - Room type đã bị deactivate/delete - Downgrade/Upgrade cần thiết

Thông tin hiển thị: - Booked Room Type vs Available Room Types - Price difference - Feature comparison - Guest preferences

Giải pháp đề xuất: 1. Auto-upgrade (charge difference hoặc complimentary) 2. Downgrade with refund/compensation 3. Contact guest for approval 4. Update channel mapping

4. Availability Issues

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/{id}

Nguyên nhân: - Room under maintenance - Room marked as Out of Order - Stop Sale period active - Housekeeping not completed

Thông tin hiển thị: - Room status (Maintenance, OOO, etc.) - Maintenance schedule - Affected bookings - Expected resolution date

Giải pháp đề xuất: 1. Expedite maintenance/housekeeping 2. Re-assign to available room 3. Update stop sale settings 4. Notify guest of delays

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Filters & Search

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Filter Options

Conflict Type:

☐ All Types
☐ Overbooking
☐ Double Booking
☐ Room Type Mismatch
☐ Availability Issues
☐ Channel Sync Errors
☐ Other

Status:

☐ Unresolved
☐ In Progress
☐ Resolved
☐ Ignored

Priority:

☐ Critical (Check-in today/tomorrow)
☐ High (Check-in within 3 days)
☐ Medium (Check-in within 7 days)
☐ Low (Check-in > 7 days)

Date Range: - Check-in Date: From - To - Conflict Created Date: From - To - Resolution Date: From - To

Room/Room Type: - Dropdown: Select specific room or room type - Search: Room number/name

Channel:

☐ Direct Booking
☐ Booking.com
☐ Agoda
☐ Expedia
☐ Airbnb
☐ Manual Entry
☐ Other OTAs

Assigned To: - Dropdown: Select staff member - Unassigned option

Quick Filters

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Predefined filters: - Urgent: Critical + High priority, Unresolved - Today's Check-ins: Conflicts with check-in today - Tomorrow's Check-ins: Check-in tomorrow - This Week: Check-in trong 7 ngày - Unassigned: Chưa giao cho ai xử lý - My Tasks: Conflicts assigned to me

Search

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Tìm kiếm theo: - Booking code/ID - Guest name - Room number - Conflict ID - Notes/Comments

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Conflict Details View

📸 Chụp từ: Click vào một conflict trong list

Khi click vào một xung đột, modal/page chi tiết hiển thị:

Overview Tab

Conflict Information: - Conflict ID & Type - Created date & Detected by (System/Manual) - Priority level với badge - Current status - Assigned to staff

Affected Resources: - Room/Room Type details - Date range với calendar highlight - Number of rooms/bookings affected

Bookings Involved:

Table hiển thị các bookings bị ảnh hưởng:

Booking Code	Guest Name	Check-in	Check-out	Channel	Status	Room	Actions
BK12345	John Doe	2025-01-15	2025-01-18	Booking.com	Confirmed	301	View
BK12346	Jane Smith	2025-01-15	2025-01-20	Direct	Confirmed	301	View

Timeline Tab

📸 Chụp từ: Conflict details → Timeline tab

Timeline hiển thị: - Booking events (Bookings created, modified) - Conflict detection event - Assignment changes - Resolution attempts - Status updates - Notes/Comments added - Final resolution

Resolution Options Tab

📸 Chụp từ: Conflict details → Resolution Options tab

Danh sách các giải pháp có thể áp dụng:

Option 1: Room Re-assignment - Available rooms: Dropdown list - Impact: None/Minimal - Action: "Re-assign" button

Option 2: Room Type Upgrade - Target room type: Select dropdown - Price difference: Display amount - Complimentary/Charge guest: Toggle - Action: "Upgrade" button

Option 3: Guest Walk/Relocation - Partner hotels: List available - Compensation: Input amount - Transportation: Checkbox - Action: "Arrange Walk" button

Option 4: Booking Modification - Change dates: Date pickers - Change room type: Dropdown - Contact guest: Auto-send email - Action: "Request Modification" button

Option 5: Cancellation - Select booking to cancel: Radio buttons - Cancellation reason: Textarea - Refund amount: Input - Compensation: Input - Action: "Cancel Booking" button

Notes & Communication Tab

📸 Chụp từ: Conflict details → Notes tab

• Internal Notes: Ghi chú nội bộ cho staff
• Guest Communication: Emails/Messages sent to guests
• Add Note: Textarea + Attachments + Save button
• @Mentions: Tag staff members for notifications
• Activity Log: All actions taken on this conflict

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Resolving Conflicts

Quick Resolve

📸 Chụp từ: Click "Quick Resolve" button trên một conflict

Modal quick resolve cho phép:

1. Select Resolution Method:
2. Re-assign room
3. Upgrade guest
4. Modify booking
5. Cancel booking

6. Mark as resolved

7. Provide Details:

8. Specific room/room type selection
9. Date/time changes

10. Reason/Notes

11. Notify Stakeholders:

    ☑ Notify guest via email
    ☑ Notify staff (Front Desk, Housekeeping)
    ☐ Send to management report
    

12. Confirm & Resolve:

13. Preview changes
14. "Confirm Resolution" button
15. "Save as Draft" option

Bulk Resolution

📸 Chụp từ: Select multiple conflicts → "Bulk Resolve" button

Giải quyết nhiều xung đột cùng lúc:

Step 1: Select Conflicts - Checkboxes trên table - Select all matching filter

Step 2: Choose Action - Auto-resolve (system suggests best solution) - Apply same resolution to all - Individual resolution for each

Step 3: Review & Confirm - Summary of changes - Conflicts that couldn't be auto-resolved - Manual intervention required list

Step 4: Execute - Progress bar - Success/Failure notifications - Export resolution report

Resolution Workflow

graph LR
    A[Detect Conflict] --> B[Auto-Assign Priority]
    B --> C{Critical?}
    C -->|Yes| D[Notify Manager Immediately]
    C -->|No| E[Assign to Front Desk]
    D --> F[Review Options]
    E --> F
    F --> G[Select Resolution]
    G --> H[Apply Changes]
    H --> I[Notify Guests]
    I --> J[Update Inventory]
    J --> K[Mark Resolved]
    K --> L[Generate Report]

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Auto-Resolution Rules

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/settings

Thiết lập rules để system tự động giải quyết conflicts:

Overbooking Rules

Rule 1: Auto-Upgrade

IF: Overbooking detected
AND: Higher room type available
AND: Price difference < 500,000 VND
THEN: Auto-upgrade booking (complimentary)
NOTIFY: Guest + Front Desk

Rule 2: Prioritize Direct Bookings

IF: Double booking
AND: One booking is Direct, one is OTA
THEN: Prioritize Direct booking
ACTION: Re-assign OTA booking to different room

Double Booking Rules

Rule 3: First Come First Served

IF: Double booking on same room
THEN: Assign room to earlier booking
ACTION: Re-assign later booking to available room of same type

Channel Sync Rules

Rule 4: Close Channel on Inventory Zero

IF: Overbooking from channel
AND: Inventory = 0
THEN: Close channel for affected dates
NOTIFY: Revenue Manager

Notification Rules

☑ Notify Front Desk for all Critical conflicts
☑ Notify Revenue Manager for Overbooking > 5 rooms
☑ Notify GM for unresolved conflicts > 24 hours
☑ Send daily summary report at 8:00 AM

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Assignment & Workflow

📸 Chụp từ: Click "Assign" button trên một conflict

Assign Modal

Assign To: - Dropdown: Select staff member - Load balancing indicator (current workload) - Auto-assign to least busy staff

Priority: - Adjust priority level if needed - CRITICAL, HIGH, MEDIUM, LOW

Due Date: - Auto-calculated based on check-in date - Manual override option

Instructions: - Textarea for specific instructions - Attach relevant documents/notes

Notifications:

☑ Email notification
☑ In-app notification
☐ SMS notification

Workload Dashboard

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/workload

Theo dõi workload của staff:

Staff Member	Assigned	In Progress	Resolved Today	Avg Resolution Time	Efficiency
John Doe	8	3	5	45 min	95%
Jane Smith	5	2	8	30 min	98%
Bob Wilson	12	5	4	60 min	85%

Metrics: - Total assigned conflicts - In progress count - Resolved today - Average resolution time - Efficiency score

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Alerts & Notifications

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts

Real-time Alerts

Alert Types:

🔴 Critical Alert: Check-in today với xung đột chưa giải quyết

CRITICAL: Overbooking for Deluxe Room
Check-in: Today, 3:00 PM
Shortage: 2 rooms
Action Required: Immediate resolution needed

🟠 High Priority Alert: Check-in within 24-48 hours

HIGH: Double booking Room 301
Check-in: Tomorrow, 2:00 PM
Guests: 2 bookings affected
Action Required: Resolve before check-in

🟡 Medium Priority Alert: Check-in within 3-7 days

MEDIUM: Room Type Mismatch
Check-in: In 5 days
Issue: Suite booked but only Deluxe available
Action Required: Contact guest for approval

Notification Channels

📸 Chụp từ: Settings → Notifications

Configure notification preferences:

Email Notifications:

☑ New conflict detected
☑ Conflict assigned to me
☑ Conflict escalated
☑ Resolution due soon
☑ Daily summary report

In-App Notifications:

☑ Real-time alerts
☑ Push notifications
☐ Sound alerts

SMS Notifications:

☐ Critical conflicts only
☐ All conflicts assigned to me

Escalation Rules:

IF: Conflict unresolved for 4 hours AND Priority = CRITICAL
THEN: Escalate to Manager

IF: Conflict unresolved for 24 hours
THEN: Escalate to GM

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Analytics & Reports

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/analytics

Performance Metrics

Conflict Resolution KPIs:

Metric	Value	Trend	Target
Total Conflicts (MTD)	45	↓ 12%	< 50
Average Resolution Time	3.2 hours	↓ 15%	< 4 hours
Unresolved Rate	8%	↓ 5%	< 10%
Auto-Resolved	35%	↑ 10%	> 40%
Guest Satisfaction	4.2/5	→ 0%	> 4.0

Conflict Distribution

📸 Chụp từ: Analytics page

Pie Chart showing: - Overbooking: 45% - Double Booking: 30% - Room Type Mismatch: 15% - Availability Issues: 10%

Resolution Methods

📸 Chụp từ: Analytics page

Bar Chart showing most used methods: - Room Re-assignment: 40% - Room Type Upgrade: 30% - Booking Modification: 20% - Cancellation: 5% - Other: 5%

Trends Over Time

📸 Chụp từ: Analytics page

Line Chart displaying: - Number of conflicts per day/week/month - Resolution rate trend - Average resolution time trend - Filter by conflict type

Root Cause Analysis

📸 Chụp từ: Analytics page

Identify most common causes: - Channel sync delays: 35% - Manual errors: 25% - Overbooking strategy: 20% - System bugs: 10% - Other: 10%

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Export & Reporting

📸 Chụp từ: Click "Export" button

Export Options

Format:

○ Excel (.xlsx)
○ CSV (.csv)
○ PDF Report
○ JSON (for integrations)

Report Type:

○ All Conflicts (current filter)
○ Unresolved Only
○ Resolved Only
○ Summary Report
○ Detailed Report with Timeline

Date Range: - Conflict Created Date: From - To - Resolution Date: From - To - Check-in Date: From - To

Include:

☑ Conflict details
☑ Booking information
☑ Resolution details
☑ Timeline/Activity log
☑ Notes & Comments
☑ Analytics summary

Scheduled Reports

📸 Chụp từ: Settings → Reports

Thiết lập báo cáo tự động:

Daily Conflict Summary: - Time: 8:00 AM - Recipients: Front Desk Manager, GM - Content: New conflicts, Unresolved conflicts, Resolutions

Weekly Performance Report: - Day: Monday, 9:00 AM - Recipients: Management team - Content: KPIs, Trends, Root cause analysis

Monthly Executive Report: - Day: 1st of month, 10:00 AM - Recipients: GM, Owners - Content: High-level metrics, Financial impact, Recommendations

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Prevention & Best Practices

Prevention Settings

📸 Chụp từ: Settings → Prevention

Inventory Buffer:

Always keep X rooms buffer: [2] rooms
Purpose: Emergency inventory for VIPs/Walks

Channel Close Out:

☑ Auto-close channels when inventory = 0
☑ Close channels X hours before stop sale: [24] hours
☐ Manual approval required for channel re-opening

Booking Validation:

☑ Validate inventory before confirmation
☑ Check room availability in real-time
☑ Prevent double booking on same room
☑ Warn on overbooking threshold (e.g., > 5%)

Rate Parity:

☑ Monitor rate parity across channels
☑ Alert on price discrepancies > 10%

Best Practices Tips

💡 Tip 1: Monitor Inventory Daily - Review inventory levels every morning - Check upcoming check-ins for potential conflicts - Adjust overbooking strategy based on cancellation trends

💡 Tip 2: Set Up Auto-Resolution Rules - Configure rules for common conflict types - Reduce manual intervention for simple conflicts - Review and update rules quarterly

💡 Tip 3: Maintain Channel Sync - Ensure channel manager updates in real-time - Test sync after system updates - Monitor sync logs for errors

💡 Tip 4: Train Staff - Regular training on conflict resolution procedures - Empower front desk to make decisions - Document resolution workflows

💡 Tip 5: Communicate with Guests - Contact guests early when conflicts detected - Offer upgrades/alternatives proactively - Follow up to ensure satisfaction

💡 Tip 6: Use Data for Prevention - Analyze conflict patterns - Identify high-risk periods (holidays, events) - Adjust inventory strategy accordingly

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Settings & Preferences

📸 Chụp từ: https://sazi.gp.mana.vn/bookings/conflicts/settings

General Settings

Detection:

☑ Auto-detect conflicts on booking creation
☑ Run daily conflict check at: [02:00 AM]
☑ Check channel bookings every: [15] minutes

Priority Calculation:

Critical: Check-in within [1] day(s)
High: Check-in within [3] day(s)
Medium: Check-in within [7] day(s)
Low: Check-in > [7] day(s)

Auto-Assignment:

☑ Auto-assign conflicts to staff
Assignment Method:
○ Round Robin
● Least Busy
○ By Expertise
○ Manual Only

Resolution Timeouts:

Critical conflicts must be resolved within: [4] hours
High priority within: [24] hours
Medium priority within: [48] hours
Send escalation alert after: [50%] of timeout

Integration Settings

Channel Manager:

☑ Sync conflicts to channel manager
☑ Update channel availability on resolution
Sync frequency: [Real-time]

PMS Integration:

☑ Update room status on resolution
☑ Create tasks in housekeeping module
☑ Log conflicts in guest profiles

Email Templates:

Guest Notification Templates:
- Overbooking Apology
- Room Upgrade Notification
- Booking Modification Request
- Compensation Offer

Staff Notification Templates:
- Conflict Assignment
- Escalation Alert
- Resolution Reminder

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Keyboard Shortcuts

📸 Chụp từ: Press "?" key to open shortcuts help

Phím tắt để làm việc nhanh hơn:

Shortcut	Action
?	Show keyboard shortcuts help
/	Focus search box
N	Create new note on selected conflict
R	Quick resolve selected conflict
A	Assign selected conflict
E	Export current view
F	Open filter panel
↑ ↓	Navigate conflicts list
Enter	Open conflict details
Esc	Close modal/panel
Ctrl+S	Save changes
Ctrl+R	Refresh data

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FAQs

1. Xung đột được phát hiện như thế nào?

Câu trả lời:

System tự động phát hiện xung đột theo các cách sau:

1. Real-time Detection: Khi có booking mới được tạo, system kiểm tra:
2. Inventory availability cho room type và date range
3. Room assignments (có bị trùng không)

4. Room status (available, maintenance, OOO)

5. Scheduled Checks: Chạy tự động mỗi ngày lúc 2:00 AM:

6. Scan tất cả bookings trong 90 ngày tới
7. Cross-check với channel manager inventory

8. Verify room assignments

9. Manual Triggers: Staff có thể trigger check bất kỳ lúc nào từ:

10. Booking details page → "Check for Conflicts"
11. Room assignment screen → "Validate Assignment"

12. Bulk check → Settings → "Run Conflict Check Now"

13. Channel Updates: Khi có booking từ OTA:

14. System kiểm tra ngay khi nhận booking
15. Validate với current inventory
16. Cảnh báo nếu có vấn đề

2. Tôi nên ưu tiên giải quyết xung đột nào trước?

Câu trả lời:

Thứ tự ưu tiên:

1. CRITICAL (Khẩn cấp): - Check-in hôm nay hoặc ngày mai - Overbooking > 5 rooms - VIP guest bị ảnh hưởng - Giải quyết trong vòng 4 giờ

2. HIGH (Cao): - Check-in trong 3 ngày - Double booking confirmed guests - Direct booking conflicts - Giải quyết trong 24 giờ

3. MEDIUM (Trung bình): - Check-in trong 7 ngày - Room type mismatch có alternatives - Giải quyết trong 48 giờ

4. LOW (Thấp): - Check-in > 7 ngày - Flexible bookings - Giải quyết khi có thời gian

Mẹo: Sử dụng Quick Filter "Urgent" để xem tất cả CRITICAL + HIGH conflicts.

3. Làm thế nào để giảm thiểu xung đột?

Câu trả lời:

Prevention Strategies:

1. Inventory Management:
2. Maintain 2-3 room buffer (emergency inventory)
3. Update inventory real-time trên tất cả channels

4. Close channels khi inventory = 0

5. Channel Manager Setup:

6. Đảm bảo sync real-time (not batch)
7. Test sync frequency (khuyến nghị: 5-15 phút)

8. Monitor sync logs hàng ngày

9. Overbooking Policy:

10. Đặt overbooking threshold hợp lý (3-5% based on historical cancellation rate)
11. Review và adjust theo mùa

12. Có kế hoạch backup (partner hotels, upgrades)

13. Staff Training:

14. Train staff về proper room assignment
15. Checklist trước khi manual assign rooms

16. Empowerment để giải quyết conflicts nhanh

17. Technology:

18. Sử dụng auto-resolution rules
19. Enable real-time alerts

20. Integrate PMS với channel manager tốt

21. Data Analysis:

22. Review conflict reports hàng tuần
23. Identify patterns (channels, dates, room types)
24. Adjust strategy based on insights

4. Khách hàng phản ứng tiêu cực khi bị overbooking, tôi nên làm gì?

Câu trả lời:

Immediate Actions:

1. Apologize Sincerely:
2. "We sincerely apologize for this inconvenience..."
3. Take full responsibility

4. Don't blame channels/system

5. Offer Solutions:

6. Option A: Upgrade to higher room type (complimentary)
   • "We'd like to upgrade you to our Suite at no additional charge"
7. Option B: Walk to partner hotel (nếu không có rooms)
   • Same or higher category
   • Cover transportation
   • Cover price difference nếu có

8. Option C: Modify dates (if guest is flexible)

   • Offer discount/credits

9. Compensation:

10. Free night certificate for future stay
11. Spa credits, dining vouchers
12. Loyalty points

13. Cash compensation (last resort)

14. Follow-up:

15. Personal apology from Manager
16. Check-in during stay (if they accepted upgrade)
17. Post-stay survey
18. Exclusive offer for next booking

Template Email:

Dear [Guest Name],

We sincerely apologize for the overbooking situation affecting your
upcoming reservation [BOOKING CODE].

To make this right, we'd like to offer you:

1. Complimentary upgrade to [SUITE NAME] (Value: +$100/night)
2. Free breakfast for your entire stay
3. Late check-out (up to 4:00 PM)
4. [Bonus offer, e.g., spa credit]

We value your business and are committed to ensuring your stay is
exceptional despite this initial inconvenience.

Please let us know if you have any questions or concerns.

Warm regards,
[Your Name]
[Title]

5. Auto-resolution có an toàn không? Có thể gây lỗi không?

Câu trả lời:

Pros của Auto-Resolution: ✅ Giải quyết nhanh (giảm thời gian từ 60 phút xuống 5 phút) ✅ Consistent logic (không phụ thuộc staff judgment) ✅ 24/7 availability (thậm chí ngoài giờ làm việc) ✅ Reduce staff workload (focus vào complex cases)

Cons/Risks: ❌ Có thể không phù hợp với context (VIP guests, special requests) ❌ Không cân nhắc revenue implications (upgrade mất revenue) ❌ Limited creativity (rules-based, không flexible)

Best Practices để An Toàn:

1. Start Conservative:
2. Enable auto-resolution cho LOW priority conflicts only
3. Require approval cho CRITICAL/HIGH

4. Gradually expand as you gain confidence

5. Set Clear Rules:

6. Define upgrade limit (e.g., max 1 category up)
7. Set price difference threshold (e.g., < 500K VND)

8. Exclude VIP/Loyalty members từ auto-resolution

9. Monitor & Review:

10. Review auto-resolved conflicts daily
11. Track guest satisfaction scores

12. Adjust rules based on feedback

13. Approval Workflows:

14. Require Manager approval for:
    • Upgrades > 1 room category
    • Cancellations
    • Guest walks

15. Auto-approve only:

    • Room re-assignment (same type)
    • Minor upgrades (< threshold)

16. Fallback to Manual:

17. System should flag conflicts it can't resolve
18. Assign to staff immediately
19. Provide context/reasons why auto-resolution failed

Recommended Settings:

Auto-Resolve Enabled For:
☑ Room re-assignment (same type)
☑ Minor upgrades (< 500K VND difference)
☐ Booking modifications
☐ Cancellations
☐ Guest walks

Require Manager Approval For:
☑ All CRITICAL conflicts
☑ VIP/Loyalty guest conflicts
☑ Upgrades > 1 category
☑ Any cancellations

6. Tôi có thể ngăn chặn xung đột từ một channel cụ thể không?

Câu trả lời:

Có, bạn có thể:

1. Temporary Channel Close:
2. Settings → Channels → [Select Channel] → "Close Channel"
3. Set date range để close
4. Reason: "Maintenance", "Rate Review", etc.

5. Inventory sẽ bị đóng trên channel đó

6. Inventory Buffer cho Channel:

7. Settings → Channels → [Select Channel]
8. Set "Reserved Inventory": Giữ lại X rooms không bán trên channel này

9. Ví dụ: Tổng 10 Deluxe Rooms, Reserve 3 cho Direct → Booking.com chỉ thấy 7 rooms

10. Channel-Specific Stop Sale:

11. Inventory Management → Stop Sale
12. Chọn Channel: [Booking.com]
13. Chọn Room Type và Dates

14. Apply Stop Sale chỉ cho channel đó

15. Monitor & Alert:

16. Analytics → Conflicts by Channel
17. Identify problematic channels (e.g., Agoda có 60% conflicts)

18. Set alert: "Notify if conflicts from [Channel] > 5 per week"

19. Rate/Availability Strategy:

20. Increase rates on problematic channels (reduce demand)
21. Decrease availability (allocate less inventory)

22. Prioritize channels với lowest conflict rate

23. Contact Channel Support:

24. If channel sync issues persist
25. Request technical review
26. Update mapping/integration

Example Scenario:

Problem: Booking.com gây nhiều overbooking conflicts (sync delay 30 phút)

Solutions:
1. Short-term: Set 2-room buffer for Booking.com
   → Inventory pushed to Booking.com = Actual - 2
2. Medium-term: Contact Booking.com support, request real-time sync
3. Long-term: Evaluate alternative channel managers với better sync

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Liên Kết Liên Quan

• Danh Sách Phòng - Quản lý danh sách phòng
• Timeline Phòng - Xem timeline đặt phòng
• Trạng Thái Phòng - Quản lý trạng thái phòng
• Loại Phòng - Cấu hình loại phòng
• Quản Lý Đặt Phòng - Hệ thống đặt phòng
• Channel Management - Quản lý kênh phân phối

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Cập nhật lần cuối: 2025-01-22 Phiên bản: 1.0