Stakeholder Guide — Front Office & Reservations
Audience: Non-technical front-office leadership (Front Office Manager, Front Desk Agents, Night Auditor, Revenue Manager, Cashier)
Purpose: Plain-language view of reservations, check-in/check-out, folio, and guest identity
Language: Plain English — no code, no database terms
1. What This Package Does for You
Today, reservations may live in your PMS, folios may be on paper or a separate screen, and room status may be a whiteboard at the housekeeping desk. This package connects those into one record: a guest reservation is tied to a specific room, charges build a live folio, and check-out produces a signed settlement — all visible to front desk, housekeeping, and finance at the same time.
2. What Changes Day-to-Day
| Today | With the platform |
|---|---|
| Reservation in PMS; room status on a whiteboard or phone call | Reservation creates one record that binds the guest to a specific room; room status updates live as housekeeping finishes cleaning |
| Folio charges written on paper or re-keyed between systems | Each charge (room, restaurant, minibar, incidentals) is posted to a live folio the moment it happens |
| Check-out: total calculated, receipt printed, filed | Check-out finalizes a signed settlement; an invoice record goes to accounting; the room is released to housekeeping for the next guest |
| Rate changes or comps decided ad hoc | Changes above your set limit need a named second approver; every approval is recorded |
3. Features You Will Use
- Reservation capture: A booking (from your PMS or entered manually) becomes one record tied to a room number and dates. No more "which room did we give them?" questions.
- Live folio: Charges post as they happen. A restaurant meal at 8 PM is on the folio before the guest asks for the bill at check-out.
- Controlled adjustments: If a cashier or manager needs to waive or adjust a charge above your limit, a second named person approves it — and that approval is stored.
- Signed check-out: Settlement is finalized with a receipt. The room lease is released and housekeeping is automatically notified to turn the room.
- Guest identity (optional): A guest can prove age or nationality without handing over their whole ID document; their preferred language and contact method are stored for messages.
4. Who Does What
| Role | Responsibility |
|---|---|
| Front desk agent | Check guests in/out, post charges, see live room status |
| Night auditor | Reconcile the day's folios and settlements |
| Cashier | Take payments, post incidental charges, request adjustments above limit |
| Front office manager | Approve folio adjustments above your set limit; approve rates |
| Revenue manager | See live occupancy and folio data to set rates and blocks |
5. What You Keep
- Your PMS remains the guest-facing system for reservations, room rates, and channel manager (online travel agencies). Our platform reads reservation events and keeps the operational record — it does not replace your front-desk screen.
- Your accounting software remains the fiscal system of record. Our platform sends the settled invoice to it; your accounting system owns the tax and ledger.
6. What You Must Confirm
- Which front-desk roles can post charges, and which need a second approver
- Your charge-adjustment limit (above which a second person must sign)
- Which guest details you want on receipts versus kept private
- Which phone number and language guests receive confirmations and updates in
7. What We Honestly Do Not Promise
- We do not replace your PMS or your channel manager.
- We do not set your room rates; we show you live data so you can decide.
- If your PMS or accounting software is unavailable, the platform stops and tells you — it never invents a fake room number, rate, or receipt.