19 short and concise Front Office scenario cards- Guest Accounting and Cashiering

このルーレットの内容（19 項目）

• 1. Free Breakfast Waiver: The guest was billed for breakfast, but it's included in their VIP Executive Package. Adjust and waive the charge to zero.
• 2. Double-Posted Laundry: The guest was charged twice for laundry due to a shift change. Void the duplicate charge.
• 3. Late Check-Out Fee: The guest was billed a late fee, but they have an approved VIP extension waiver from the Manager. Waive the fee.
• 4. Missing Dining Charge: An in-room midnight snack was forgotten and left unposted. Post the charge to the folio correctly.
• 5. Mini-Bar Error Dispute: The guest was billed for mini-bar items they didn't touch. Verify with housekeeping and void the charge.
• 6. Senior Citizen Over-Discount: A senior wants to discount the entire family's bill. Politely explain the anti-over-discount policy (only for the senior's personal portion).
• 7. PWD Privilege & ID: The guest requests a PWD discount. Discreetly verify the ID and purchase slip with full respect.
• 8. Expired Promo Coupon: The guest uses an expired bar coupon. Politely inform them that the coupon is no longer valid.
• 9. Gift Certificate (GC) Redemption: The guest pays using a hotel GC. Verify the serial number, record it, and compute the remaining balance.
• 10. Fake Peso Bill: The cashier spots a fake 1,000-peso bill (missing security features). Handle it calmly and report to the manager.
• 11. Fast-Change Scam: A guest tries to confuse the cashier by changing cash during change-making. Stay calm, count carefully, and verify.
• 12. Credit Card Decline: The guest's card declines ("Do Not Honor"). Privately and politely inform the guest without embarrassing them.
• 13. E-Wallet Payment Delay: The QR payment confirmation is delayed due to slow internet. Ask the guest to wait calmly for SMS confirmation.
• 14. Split Payment Method: The guest wants to pay half via E-wallet and half via Credit Card. Correctly post both credits to the folio.
• 15. Incidental Deposit Return: The guest asks for their cash deposit back before housekeeping checks the room. Politely explain the room-status check policy.
• 16. Lost Key Card Fee: The guest lost their room key and incurs a replacement fee. Post the fee to the folio with a polite explanation.
• 17. Service Refund Request: The guest demands a refund for a malfunctioning business center service. Process the refund receipt correctly.
• 18. Extended Stay Audit: The guest decides to extend their stay by one day. Add the new room charge and update the check-out date.
• 19. Final Zero-Balance Checkout: Process the final checkout, present the statement of account, accept payment, and issue a BIR-compliant receipt with correct VAT.