Level 2 · Capability · Reception & Guest Services
Departure & check-out
Late check-out/day-use handling and check-out folio settlement.
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Folio dispute rate at checkout | <= 3% of folios | monthly |
Systems
- Payment provider (pre-auth & capture) — Card handling, charge retries, refunds
- PMS — Core property management (rooms, guests, folios)
People & roles
- Front Office Manager — Reception shift lead
- Receptionist — Check-in/out
Level 3 · Processes (2)