Welcome, Staff Member
As a staff member, you're the front line of operations. This guide covers everything you need to know for daily tasks including taking orders, checking in guests, and processing payments.
Your Daily Tasks
- Take POS orders from guests
- Process payments (cash, card, e-wallet)
- Check in arriving guests
- Check out departing guests
- View today's bookings and occupancy
- Answer guest questions using available information
Using the POS System
Taking an Order
Open POS
Click "POS" in the navigation menu or go directly to /pos.html
Add Items
Click on menu items to add them to the order. Use category tabs to filter items. Tap an item multiple times to increase quantity.
Modify If Needed
In the order summary, you can adjust quantities or remove items. Tap the item to edit, or swipe to delete.
Process Payment
Click "Charge" to open payment options. Select payment method and enter amount received. For cash, the system calculates change automatically.
Use the search bar to quickly find menu items by name. Type the first few letters and select from suggestions.
Payment Methods
- Cash - Enter amount received, change is calculated
- Card - Use external card terminal, mark as paid
- GCash/Maya - Verify payment on mobile before confirming
- Room Charge - Bill to guest's room (requires booking link)
Splitting Bills
- Click "Split Bill" before processing payment
- Select items for each split
- Process each split separately
Discounts
- Click "Discount" on the order
- Select discount type (percentage or fixed amount)
- Enter discount value
- Add reason (optional but recommended)
Large discounts may require manager approval. If prompted, call a manager to authorize.
Guest Check-In
Find the Booking
Go to Dashboard > Today's Check-ins. Find the guest's booking by name or confirmation code.
Verify Guest Identity
Ask for ID matching the booking name. For OTA bookings, have them show their booking confirmation.
Process Check-In
Click "Check In" on the booking. Add any notes (early check-in, special requests, etc.).
Collect Payment (if not prepaid)
For direct bookings, collect payment now. For OTA bookings (Airbnb, Agoda), payment is usually handled by the platform.
Provide Information
Give the guest their room/cottage key and provide information about amenities, Wi-Fi password, meal times, etc.
Guest Check-Out
Find the Booking
Go to Dashboard > Today's Check-outs or search by guest name.
Check for Outstanding Charges
Review any room charges, minibar, or unpaid POS orders linked to their stay.
Process Final Payment
Collect any outstanding balance. Print receipt if requested.
Complete Check-Out
Click "Check Out" on the booking. Collect room key.
Viewing Bookings
You can view (but not create or modify) bookings:
- Calendar View - See all bookings on the calendar
- Today's Arrivals - Guests checking in today
- Today's Departures - Guests checking out today
- Current Guests - All guests currently staying
Click on any booking to see guest details, contact info, special requests, and payment status.
Common Scenarios
Guest Wants to Extend Stay
Call a manager or admin - staff cannot modify booking dates. Check availability first by looking at the calendar.
Guest Has Complaint
Listen carefully, apologize, and escalate to manager if needed. Note the issue in the booking comments.
Payment Issue
For card declines, suggest alternate payment. For price disputes, refer to manager. Never change prices without approval.
No-Show Guest
Wait until the cutoff time (usually 6 PM day after check-in). Mark as no-show - manager handles cancellation fees.
Keyboard Shortcuts (POS)
- Enter - Process payment
- Esc - Cancel/Close dialog
- / - Open search
- P - Print last receipt
Need Help?
- Call your manager for operational issues
- Use the AI Assistant for quick questions
- Check other guides for specific features