Level 3 · Process · P58 · Finance & Control
Refund processing
DraftHotel National ZermattExternal Party
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Refund cycle time | <= 5 business days | weekly |
Systems
- Payment provider (pre-auth & capture) — Card handling, charge retries, refunds
- PMS — Core property management (rooms, guests, folios)
People & roles
- Finance & Admin — AR
- Night Auditor — Night audit
Process model
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