Level 2 · Capability · Reservations & Revenue
Booking changes & cancellations
Modifications, cancellations with fee determination, no-show charging and waitlist/overbooking resolution.
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Cancellation fee leakage | <= 2% of cancellations | monthly |
| No-show charge success rate | >= 90% first attempt | monthly |
Systems
- Payment provider (pre-auth & capture) — Card handling, charge retries, refunds
- PMS — Core property management (rooms, guests, folios)
- RMS — Pricing and forecasting
People & roles
- Reservations Manager — Booking lifecycle
- Revenue Manager — Pricing
Level 3 · Processes (4)
P08Reviewed
Booking modification dates room type occupancy
16 tasks · 6 gateways · 7 message flows
P09Reviewed
Cancellation handling and fee determination
22 tasks · 11 gateways · 12 message flows
P10Reviewed
No-show detection and charging
15 tasks · 6 gateways · 7 message flows
P11Reviewed
Waitlist and overbooking resolution
23 tasks · 9 gateways · 12 message flows