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Cloud beds Management & Check-In Sheet Management Policy

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Purpose

  • To ensure accurate payment handling, correct Cloudbeds entries, and zero financial leakage, while clearly defining what WC (Welcome Center) and Booking Team must and must not do.

Online Booking Channels

1. Roles & Responsibilities

A. Booking Team (Online Payments Only)

Booking Team is responsible for:

  • Monitoring and confirming online payments made via:
  1. https://www.sammakarunabeachresort.com/
  2. https://www.sammakaruna.org/ 
  3. Booking.com, Expedia, Air BNB

Ensuring all online reservations show correct payment status in Cloudbeds.

Booking Team MUST:

  1. Check the reservation in Cloudbeds and confirm:
  2. Balance Due = 0 (or matches policy).
  3. Verify payment arrival in Stripe (or relevant online gateway).This is for website payments only. 
  4. Update the payments in Cloud Beds. 
  5. Other payments coming for OTA must be verified from KBank. 
  6. Update Cloudbeds with the correct payment method and amount once payment is confirmed

Immediately notify management if:

  1. Reservation data is inconsistent
  2. Payment has not arrived
  3. Payment amount is incorrect

B. WC (Welcome Center) Staff – Counter Payments Only

WC staff IS responsible for:

Handling ALL counter payments including:

  1. Walk-ins
  2. OTA pay-at-property bookings (Booking.com, Expedia, Airbnb)
  3. Extensions paid at the counter

WC staff MUST:

  1. Ensure payment is collected, recorded, and deposited into the cash box on the same day.
  2. Be the single staff member responsible for the entire transaction.

2. Payment Handling Procedure (WC)

Step 1: Always Check Cloudbeds First Open the reservation in Cloudbeds.

Verify:

  1. Never add a duplicate payment method.
  2. Balance Due.
  3. Existing payment method.

Step 2: POS (Credit Card) Payments

Apply rules strictly: Insert envelope into OFFICE CASHBOX the SAME DAY

1. 3% walk-in surcharge applies where required

2. NO extra credit card surcharge beyond policy

3. Process payment via POS.

4. Print two receipts:

5. One for the guest

6. One for the envelope

7. The recipient must include:

8. Full guest name

9. Booking number

10. Booking type (OTA / walk-in / extension)

11. Staff name

12. Secure this in a envelop 

13. Take a clear photo of the envelope

Step 3: Cash Payments

  1. Immediately enter the payment into Cloudbeds.
  2. Follow the same envelope procedure as card payments.
  3. Apply the 10% walk-in surcharge where applicable.

    🚫 WC MUST NOT:
  4. Keep cash overnight
  5. Delay deposit until next shift
  6. Hand money to another staff member
  7. Leave money outside the cashbox

3. Walk-Ins & OTA Pay-at-Property

1. Create a manual booking in Cloudbeds

2. Payment must be entered into Cloudbeds immediately

🚫 WC MUST NOT:

  1. Add the payment after the guest check in.

4. Check-In Sheet Management (WC)

WC must maintain two separate check-in sheets:

A) Online Payment Check-Ins

  • Prepaid bookings
  • Balance already settled online
  • Any Paid bookings.

    B) Counter Payment Check-Ins
  • Cash payments
  • POS payments
  • Walk-ins
  • Extensions

    C) Each entry must match:
  • Cloudbeds reservation
  • Envelope details
  • Actual payment received


System Entry Responsibility

  • All walk-ins and extensions paid at the counter must be manually entered into Cloudbeds by the attending staff member.
  • Do not ask the Bookings Team to enter bookings on your behalf.

5. System Entry Rules

  • ALL walk-ins and extensions paid at the counter must be entered by WC staff and booking teams into Cloudbeds,.Both team should be informed at all times.

6. Duty Manager Compliance & Accountability

  • Print’s 1 weekly report to check if the reservation’s to check all the payments have been updated.
  • Duty Manager reviews all envelopes weekly and matches this with cloud beds. 
  • Any missing envelope, delay, or incorrect entry is treated as a serious operational breach.
  • Each staff member is personally accountable for transactions they handle.



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