Samma Karuna Welcome Center Guide

Welcome Center Onboarding

Official Reception Training & Operations Guide

This Knowledge Base contains the information you need to work confidently at reception, assist our students and guests, understand our programs and accommodation, use our booking systems, process payments, and handle everyday situations at the Welcome Center.

Reception team Training Daily operations Guest support

Samma Karuna beachfront campus in Koh Phangan — Samma Karuna · Awakening & Healing School · Koh Phangan, Thailand

Discover the school

Experience Samma Karuna

Watch this introduction to the Samma Karuna environment, community and experience in Koh Phangan.

Open video

About Samma Karuna

Samma Karuna is an international school of self-realization, awakening, healing and personal development located in Koh Phangan, Thailand.

Founded2013

FounderIshi

LocationKoh Phangan, Thailand

Main FocusAwakening, Healing & Self-Realization

Ishi, Founder of Samma Karuna — **Ishi**Founder of Samma Karuna

Samma Karuna brings together different practices and approaches to personal growth, including:

Yoga
Meditation
Tantra
Breathwork
BioDevelopment
Self-Inquiry
Movement and expression
Emotional awareness
Community activities

People from around the world come to Samma Karuna for daily classes, retreats, workshops, teacher trainings, longer programs, accommodation and community experiences.

Your first-impression responsibility: As a receptionist, you are often the first person a new student or guest meets at Samma Karuna. Understanding what Samma Karuna offers is just as important as knowing how to use our booking systems.

Your Role at Reception

Reception is more than checking guests in and answering questions. Your responsibilities include:

Welcome students and guests warmly.
Understand why they have come to Samma Karuna.
Explain our programs and classes clearly.
Help people choose the appropriate program or package.
Manage accommodation bookings.
Complete check-ins and check-outs.
Process and verify payments.
Answer questions about the daily schedule.
Use Cloudbeds and our other booking systems correctly.
Communicate important information between guests, teachers and management.
Follow up on guest requests and problems.
Maintain accurate information at the Welcome Center.

Our goal is not simply to sell. First understand what the person needs. Then provide the correct information and guide them toward the most appropriate experience.

What every Welcome Center team member should know

You are often the guest's first impression of Samma Karuna. Warmth, honesty and thoughtful guidance matter.

Our purpose

Help people, not just bookings

Listen before speaking, understand before recommending and help before selling.

Our practices

A holistic approach

Yoga, meditation, Tantra, Tetra Breathwork and BioDevelopment support different aspects of growth.

Our standard

Be warm, accurate and honest

If you do not know an answer, say so, check it and ask a senior team member when needed.

Start learning

Choose a section below. All training and procedures remain inside this one Welcome Center guide.

Complete your training

Confident with the guide?

Once you feel confident with the Welcome Center procedures, take the Final Assessment and submit it. Your test results will be sent to Samma Karuna management for training review.

Reference library · Module 6

Policies & Guest Issues

Core rule Stay calm and factual Always Document in the PMS

Use this module whenever a guest has a question, complaint or unusual request. Search the situation, follow the steps in order, and ask the manager before promising a discount, refund or exception.

Step 1

Check the facts

Verify the reservation, payment terms, room details and written messages before answering.

Step 2

Explain and offer options

Stay respectful, explain the policy clearly and offer only solutions you are authorized to provide.

Step 3

Record and escalate

Add notes and evidence to the PMS. Escalate safety risks, serious disputes and exceptions immediately.

Searchable reference

All Welcome Center policies

Select a category or search for the guest's situation. Open a card to see the required response.

1. Booking & Reservation Issues

1.1 Guest claims they booked a different room type

Guest says they booked sea view, balcony, larger room

Booking

Check booking details in PMS and the OTA record.
Open the reservation details and show the exact room type and description, use the activity log if available.
Explain calmly that room types cannot be modified by the property after booking confirmation.
Offer a paid upgrade if available, guest must pay the price difference.

KPI Provide proof from booking record within 2 minutes

KPI Offer 1 solution, room move or paid upgrade, if possible

Mistakes to avoid Promising a room not available, blaming the guest, changing room type in the system without management approval.

1.2 Guest says booking details were changed by the hotel

Guest claims the hotel changed room type after confirmation

Booking

Explain OTAs do not allow properties to change room types or names after confirmation.
Provide proof if needed, print reservation details or show screenshot from the OTA reservation page.
If the guest insists, escalate to management.

KPI Show reservation proof clearly, avoid debate

KPI Escalate within 5 minutes if guest is not satisfied

Mistakes to avoid Saying "we changed it" or "OTA changed it" without evidence, arguing emotionally.

1.3 Guest wants to cancel a non refundable booking

Guest requests cancellation and refund

Booking

Explain the cancellation policy clearly and politely.
Policy reminder, cancellations within 7 days before arrival are charged the total price.
Do not promise refunds.
Advise the guest to contact the OTA directly for any refund request.
Record communication in PMS notes.

Mistakes to avoid Suggesting refunds, saying "maybe we can refund" without management approval, forgetting to log notes.

1.4 Guest did not arrive, No Show

Guest is absent, clarify collection and OTA status

Booking

Mark as no show in the system.
If hotel collect and payment was not collected, inform the OTA immediately.
Update Cloudbeds notes, OTA collects payment from the customer according to policy.
Follow policy strictly and document everything.

Good practice Keep proof of attempts to contact guest, note time and channel.

1.5 Late check in or early check out

Outside normal hours, clarify access, payment, and adjustments

Booking

Confirm arrival time and explain the after hours procedure clearly.
Confirm who will provide access, front desk, security, key box, or on call staff.
If guest requests early check out, confirm if any refund is allowed based on the booking policy.
Confirm whether payment is still required in full or if management approved an adjustment.
Document the agreement in PMS notes.

Mistakes to avoid Promising refunds without approval, leaving access instructions unclear, forgetting to document exceptions.

2. Payment & Refund Issues

2.1 Guest refuses to pay at check in

Payment required before check in

Payment

Reconfirm booking terms, payment method and amount.
Explain payment is required to check in, do not allow check in without payment.
If payment is not collected, notify the OTA immediately.
Document in PMS notes.

Mistakes to avoid Allowing check in without payment, promising later payment, losing proof of the booking terms.

2.2 Guest disputes extra charges, tax, service fee, credit card fee

Explain clearly and calmly, no arguing

Payment

Explain charges transparently.
Explain the 3% charge is a bank fee.
Remain factual and calm, do not argue.
Show price breakdown if needed.

Suggested sentence "I understand your concern, this is a bank processing fee for card payments, it is not a hotel surcharge."

2.3 Guest demands refund by threatening a bad review

Do not negotiate reviews for refunds

Payment

Stay professional and calm.
Do not argue or accuse.
Document threats clearly, take screenshots of messages.
Inform management and the OTA if needed.
Management may report and block these guests before they can leave a review, depending on OTA process.

Mistakes to avoid Offering refunds to stop a review, writing emotional messages, deleting evidence.

2.4 Payment dispute or suspected fraud prevention

Verify identity, document, notify management

Payment

Verify guest ID matches the booking name.
Confirm payment method and keep proof, receipt, authorization, booking terms.
If payment seems suspicious, notify management immediately.
Do not share internal payment information with the guest beyond what is necessary.
Document all details in PMS, including screenshots of OTA messages if relevant.

Mistakes to avoid Skipping ID checks, accepting unclear payment promises, failing to keep evidence for chargebacks.

3. Room & Facility Complaints

3.1 Guest unhappy with room location or view

Room move only if available, upgrades require price difference

Room

Apologize for the inconvenience.
Check availability for a room move.
Offer upgrade only if available and according to policy, price difference applies.
If no room is available, explain politely that no alternative room is available.
Escalate to management if necessary.

Mistakes to avoid Promising a view, moving the guest without updating PMS, offering a free upgrade without approval.

3.2 Guest complains about noise

Quiet hours, address source and document

Room

Acknowledge the issue.
Investigate the source of noise.
Log the complaint in PMS notes.
Inform the guest making noise that they are disturbing other guests.
Quiet hours, silence is requested after 8 PM.

Suggested sentence "Thank you for informing us, we will address this now, quiet hours start at 8 PM."

3.3 Guest says room is dirty or not ready

Fix fast, offer small service recovery if delay is long

Room

Apologize immediately.
Contact housekeeping and prioritize the room.
If available, offer an alternative room.
If delay is long, offer a free drink or one day pass as a goodwill gesture.
Document in PMS notes.

Mistakes to avoid Minimizing the complaint, leaving the guest waiting without updates, offering compensation beyond your authority.

3.4 Facilities not as expected

Clarify inclusions and operating hours

Room

Clarify what is included and what is not included.
Explain facilities are described in the OTA listing and house rules.
Explain operating hours and limitations.
Escalate to management if complaint is valid.

4. Policy Violations by Guests

4.1 Guest wants a smoking room or says they did not know it is non smoking

Explain intoxicants free policy and penalties

Policy

Explain the non smoking policy clearly.
Remind the guest that the resort name is Samma Karuna Beach & Wellness Resort, Intoxicants Free.
Explain OTA house rules state it is a non smoking property.
Offer designated smoking areas outside the campus, smoking inside the property is strictly prohibited.
Inform guest of penalties for violation, 5,000 THB fine.
Document the conversation in PMS notes.

Mistakes to avoid Allowing indoor smoking, ignoring violations, not documenting warnings.

4.2 Guest breaks hotel rules, noise, extra guests, damage

Warn, document, escalate

Policy

Warn politely but firmly.
Document incident, time, room, photos if needed.
Inform management.
Apply penalties as per policy and approval process.

Mistakes to avoid Confrontational tone, penalty without documentation, not informing management.

4.3 Guest refuses to follow house rules

Stay calm, repeat policy, escalate if needed

Policy

Remain calm and professional.
Repeat the policy clearly.
Escalate to management if necessary.
Document in PMS notes.

4.4 Children and extra guests, occupancy control

Confirm max occupancy, apply extra person charges, document exceptions

Policy

Confirm maximum occupancy for the room type.
If an extra person is present, explain the additional charge clearly and politely.
Confirm if children are included or charged based on the property rule.
Document all exceptions in PMS notes, including approval and fee collected.

Mistakes to avoid Allowing extra guests without documentation, inconsistent pricing, skipping approval for exceptions.

4.5 Pet policy

Explain clearly at booking and check in, enforce consistently

Policy

Confirm if pets are allowed or not, based on the official policy and OTA listing.
Explain the policy clearly at check in and reference the booking rules.
If an exception is possible, it must be approved by management and documented.
Document any issue, cleaning requirement, or damage evidence in PMS notes.

Mistakes to avoid Giving mixed messages, allowing pets without approval, forgetting to document exceptions.

4.6 Alcohol and drug policy, intoxicants free enforcement

Polite enforcement, document, escalate if risk

Policy

Explain the property policy clearly, no alcohol or drugs allowed on premises.
Politely request compliance and inform guest of penalties if applicable.
If guest refuses or behavior escalates, inform management immediately.
Document incident, time, room, witnesses, and any evidence in PMS notes.

Mistakes to avoid Confronting alone if unsafe, arguing emotionally, failing to document evidence.

5. Communication & Behavior Issues

5.1 Guest is aggressive or abusive

Safety first, keep it factual

Behavior

Stay calm, do not argue.
Keep communication factual.
Call the manager if behavior escalates or safety is at risk.
Document incident, time, witnesses, screenshots.

Mistakes to avoid Raising voice, threatening, being alone with the guest if unsafe.

5.2 Language misunderstanding, team offered lower price than actual

Confirm internally before responding

Behavior

Use simple and clear language, explain it was a misunderstanding and the lower price cannot be offered.
Always talk to team members to confirm what was said, do not assume.
If the guest refuses and insists, ask them to wait calmly while you consult management.
Respond with management decision and document in PMS notes.

Mistakes to avoid Accusing the guest, blaming the team without checking, making a new price promise without approval.

5.3 Guest misunderstands hotel description

Refer to OTA listing and explain clearly

Behavior

Refer to OTA listing description.
Explain amenities clearly.
Avoid blaming guest or OTA.
Document if needed.

5.4 Privacy and data handling

Protect guest personal info, follow OTA and PMS privacy standards

Behavior

Do not share guest personal information externally.
Only communicate through approved channels, OTA messaging or PMS notes.
If a third party requests information, escalate to management.
Document any unusual request in PMS notes.

Mistakes to avoid Sharing passport details, phone numbers, or booking info with unknown callers or messages.

5.5 Guest complains about staff behavior

Listen, apologize, document, escalate

Behavior

Listen carefully and stay calm.
Apologize for the experience, even while you investigate.
Document the complaint, time, staff involved, and guest details.
Escalate to management promptly.
Avoid defending staff unnecessarily in front of the guest.

Mistakes to avoid Arguing with the guest, blaming the guest, making promises about disciplinary action.

5.6 Language and tone guidelines

Calm, empathetic, factual, no emotional arguing

Behavior

Use calm and respectful language.
Acknowledge feelings, then return to facts and policy.
Avoid blaming, sarcasm, or emotional responses.
If conversation loops, offer escalation to management.

Suggested sentence "Thank you for sharing this, I understand your concern. Let me check the details and explain the policy clearly."

5.7 Documentation and evidence standards

Screenshots, photos, timestamps, PMS notes

Behavior

Always take screenshots of online bookings, complaints, or messages.
Take photos of room condition when a guest claims damage or dirtiness.
Record date, time, room number, and staff initials in PMS notes.
Keep evidence organized for OTA disputes or management review.

Mistakes to avoid Deleting chats, relying on memory only, missing timestamps.

5.8 Escalation flow, consistency for staff

Minor issue to front desk, then manager, then owner or OTA escalation

Behavior

Minor complaint: Front Desk resolves, documents, and follows policy.
Repeated complaint or high impact: Escalate to Manager immediately.
Safety risk or serious dispute: Manager escalates to Owner and OTA support if relevant.
Always document each step and who approved the final decision.

Good practice Escalate early when the situation is not improving, do not let it drag.

6. Reviews & Online Reputation

6.1 Guest leaves a negative review with false claims

Professional factual response, request removal if eligible

Reviews

Respond professionally and factually.
Do not argue emotionally.
Request review removal if a policy violation exists.
Use feedback as an improvement opportunity.

Suggested response style Thank them, state facts, explain policy, invite them to contact management.

6.2 Guest threatens a review during stay

No review negotiation, document and report

Reviews

Focus on resolving real issues.
Do not negotiate reviews for refunds.
Document conversation, take screenshots.
Report threats to Booking.com if applicable.

Mistakes to avoid Offering refunds for review removal, sending emotional messages, losing evidence.

7. Emergency & Special Situations

7.1 Medical emergency

Call emergency services first

Emergency

Call emergency services immediately.
Inform management.
Assist the guest calmly and keep others safe.
Document incident after situation is stable.

Mistakes to avoid Delaying medical help, giving medical advice beyond your training.

7.2 Force majeure, power outage, weather, construction nearby

Proactive communication reduces complaints

Emergency

Inform guests proactively.
Apologize and explain situation.
Offer reasonable alternatives if possible.
Document impacts and actions taken.

7.3 Lost or stolen items

Immediate report, check CCTV and logs, escalate properly

Emergency

Ask the guest to report immediately and clarify what item is missing, where, and when last seen.
Check CCTV and room access logs if available.
Inform management and local authorities if required by the situation.
Document the full report in PMS notes, include time, staff involved, and evidence references.

Mistakes to avoid Making accusations, delaying the investigation, failing to document details.

7.4 Unauthorized entry or suspicious behavior

Safety first, escalate to management immediately

Emergency

Escalate to management immediately.
Ensure guest and staff safety first, do not confront alone if unsafe.
Secure the area if possible and follow property security procedures.
Document incident, time, witnesses, and any evidence.

Mistakes to avoid Ignoring warning signs, confronting alone, failing to escalate quickly.

7.5 Proactive communication about maintenance, construction, or special events

Notify in advance to prevent misunderstandings

Emergency

Notify guests in advance when there is planned maintenance, construction noise, or special events.
Explain expected impact, timing, and mitigation steps.
Offer alternatives when possible, room move, quiet hours guidance, or schedule suggestions.
Document who was informed and when, especially for OTA stays.

Good practice Early communication reduces complaints and improves review outcomes.

8. OTA Related Issues

8.1 Guest says, Booking.com told me

Ask for written proof and contact OTA

OTA

Ask for written confirmation.
Contact OTA support directly.
Do not rely on verbal claims, always double check.
Document in PMS notes.

8.2 Payment marked as hotel collect but guest did not pay

Keep proof and notify OTA fast

OTA

Inform the OTA immediately.
Update PMS notes.
Keep proof of non payment.

8.3 Guest asks for discount or wants to leave due to maintenance issue

Fix first, management approves discounts, refunds via OTA policy

OTA

Acknowledge politely, "I’m sorry for the inconvenience, thank you for letting us know."
Check the issue and fix immediately if possible, AC, plumbing, etc.
Offer room change if available.
Do not give discounts yourself, only management can approve.
If guest wants to leave, booking follows original cancellation and refund policy.
Any refund request goes to Booking.com or the OTA.
Document everything in PMS notes, issue and conversation.
If unpaid and guest leaves voluntarily, notify Booking.com.

Mistakes to avoid Offering discounts without approval, ignoring maintenance, failing to write notes.

Systems guide · Module 3

Cloudbeds for Welcome Center Staff

Before saving Check dates, room and amount After saving Verify the result

Follow these workflows for daily front-desk work. Your Cloudbeds screen may look slightly different depending on your permissions and whether the property is using the Classic or New Calendar.

Habit 1

Open the correct reservation

Match the guest name, booking ID, dates and booking source before changing anything.

Habit 2

Read every confirmation

Room moves, date changes and payments can affect rates, balances and availability.

Habit 3

Leave a clear record

Add factual notes and keep receipts or screenshots whenever money or an exception is involved.

Calendar transition: Cloudbeds is progressively introducing its New Calendar, with general availability planned for 15 October 2026 and Classic Calendar retirement planned around 15 January 2027. Until rollout is complete, button names and placement may vary. The workflow and safety checks in this guide remain the same.

Searchable task guide

Daily Cloudbeds procedures

Select a category or search for a task. Complete each checklist in order and escalate any rate, refund, channel or accounting uncertainty.

1. Shift Routine

1.1 Start-of-shift Cloudbeds check

Know today's arrivals, departures, rooms and unresolved issues

Shift

Open Dashboard → Today.
Review Arrivals, Departures, In-House guests and any Overbookings.
Check for unassigned reservations. In the Reservations list, an unassigned room may show N/A under Room Number.
Review active reservation notes, special requests and unpaid balances for today's guests.
Confirm arriving rooms are ready with Housekeeping before promising early access.
Read the previous shift handover and identify items needing manager follow-up.

Stop and escalate Any overbooking, missing reservation, payment mismatch or arrival without a usable room.

Official Cloudbeds daily operations guide

1.2 End-of-shift handover

Leave the next staff member a complete and factual record

Shift

Confirm completed arrivals are In-House and completed departures are Checked Out.
Check that external payments collected during your shift were recorded in the correct folio.
Write reservation notes for every unresolved guest issue or promise.
List late arrivals, room changes, maintenance issues and manager decisions in the handover.
Report any Cloudbeds error before ending the shift; do not leave a silent discrepancy.

Good handover format Guest/room · issue · action already taken · money involved · next owner · deadline.

1.3 Find the correct reservation

Search first; never edit a similar-looking booking

Shift

Use the top search bar and enter the guest name or reservation ID.
You can also use the Reservations page or Calendar search.
Match the guest name, check-in/out dates, room type, source and confirmation number.
Open the reservation and verify the balance and current status before taking action.

Never rely on the guest name alone. Guests may share names or have multiple reservations.

2. Reservations

2.1 Create a direct reservation

Use the correct source, dates, room, rate and guest details

Reservation

Start from the + menu, Calendar, Reservations page or Dashboard.
Select the correct booking source, then enter check-in and check-out dates.
Search availability and select the correct accommodation, rate plan, number of guests and number of rooms.
Review the subtotal, taxes, fees, total and balance before continuing.
Open Booking Details and enter the required guest information. Cloudbeds requires first name, last name, email and country.
Assign a unit only after checking availability and room readiness.
Save, reopen the reservation and verify dates, source, unit, rate and balance.

OTA warning If an OTA reservation must be entered manually, use the correct OTA source and third-party confirmation ID. Ask the manager if you are unsure.

Official guide: Create a reservation

2.2 Edit a direct reservation

Review totals and availability after every change

Reservation

Find the reservation by guest name or reservation ID.
Select Edit Reservation and choose the accommodation to edit.
Change only the approved item: occupancy, stay dates, accommodation or rate.
Select Update, then Save Updates.
Reopen the reservation and verify the new dates, room assignment, rate and balance.

Do not directly change an OTA reservation unless the approved channel workflow allows it. See the OTA section below.

Official guide: Edit reservations

2.3 Assign an unassigned reservation

Confirm the correct unit and housekeeping status

Reservation

Find unassigned bookings from Calendar Assignments or the Reservations list where Room Number shows N/A.
Confirm the booked room type, stay dates and any guest request.
Check that the chosen unit has no overlap and is operational.
Assign the unit and save.
Verify the reservation appears in the correct room for the complete stay.

Do not use assignment to hide an overbooking. Escalate inventory conflicts immediately.

2.4 Move a reservation to another room

A move can change room type, rate and housekeeping status

Reservation

Locate the reservation on the Calendar.
In the New Calendar, drag the reservation vertically to the intended available room.
Read the confirmation carefully. If the room type or rate changes, stop and obtain approval before accepting.
For an in-house guest, confirm which completed nights remain with the old room and which nights move.
After saving, verify both rooms and the guest folio.
Update keys, inform Housekeeping and add a note explaining the reason and approver.

Official guide: Move and assign reservations

3. Check-in & Check-out

3.1 Check in a guest

Verify guest, room, payment and readiness before changing status

Arrival

Open the reservation and verify guest identity, dates, room type and booking source.
Review special requests, active notes and the folio balance.
Confirm a room is assigned and physically ready. Cloudbeds requires a unit assignment before check-in.
If the status is Confirmation Pending, confirm the reservation first.
From Calendar select Check-In Guest, or from Dashboard → Arrivals use the arrow and select Check-In.
Verify the reservation status changed to In-House, then complete the key and welcome process.

Do not check in if payment requirements, identity, room readiness or reservation details are unresolved.

Official guide: Check-in and check-out

3.2 Check out a guest

Settle the folio and confirm the final status

Departure

Open the reservation and review the folio, balance, notes and any unresolved charge.
Collect or record the approved payment and provide the required receipt.
Confirm keys are returned and ask whether any room issue needs recording.
From Calendar select Check-Out Guest, or from Dashboard → Departures use the arrow and select Check-Out.
Verify the reservation status changed to Checked Out.
Confirm Housekeeping knows the room is available for cleaning.

Cloudbeds rule A reservation must be In-House before it can be checked out.

3.3 Process an early check-out

Change the stay dates before checking the guest out

Departure

Confirm the guest's requested departure date and applicable cancellation/refund policy.
Edit the check-out date using Quick Edit or Edit Reservation.
Review the new total and balance. A date change can create an additional charge or refund.
Obtain manager approval for any refund, discount or rate exception.
Save the date change first, then complete the normal check-out process.
Add a note with the reason, financial decision and approving manager.

Never simply mark Checked Out while leaving the old departure date and unresolved balance.

4. Folios & Payments

4.1 Record a payment collected outside Cloudbeds

Recording is not the same as charging a card

Payment

First confirm the money was actually received through cash, bank transfer or the authorized external terminal.
Open the reservation → Folio → Add/Refund Payment → Add Payment.
Select the correct guest, folio, amount and payment type.
Select Record previous payment (Do not charge) only when recording money already collected elsewhere.
Add a clear note or receipt reference, then Continue.
Verify the folio balance and transaction details after saving.

Critical: “Record previous payment” does not charge a credit card. Never mark a payment as received before confirming the money.

Official guide: Add payment as a record

4.2 Correct, void, adjust or refund a folio item

Financial changes require proof and approval

Payment

Stop and identify exactly what is wrong: amount, date, payment type, charge or duplication.
Take a screenshot and keep the original receipt or payment proof.
Tell the manager before voiding, adjusting, discounting or refunding.
Use the approved Cloudbeds action and write the reason clearly.
Recheck the balance and transaction history after the correction.

Why this matters Folio updates affect financial reporting. Never create a second transaction just to hide the first mistake.

5. Reservation Notes

5.1 Add or update a reservation note

Notes are internal and cannot be deleted

Notes

Open the reservation and select the Notes tab.
Enter a factual note and select Submit Note.
To correct a note, use the gear icon → Edit Note.
Archive a note when it is no longer active; Cloudbeds allows archiving but not deletion.

Privacy Reservation notes are mainly internal and are not shown to the guest, but only record information needed for operations.

Official guide: Reservation notes

5.2 Write a useful operational note

Another staff member should understand the situation immediately

Notes

State the date/time, room and issue using facts rather than assumptions.
Record what the guest requested and what staff explained.
Record actions taken, money involved and supporting receipt or screenshot.
Name the person who approved an exception.
State the next action, responsible person and deadline.

Example “26 Sep, 14:20 · R16 AC not cooling. Nay notified. Guest offered R17 after manager approval; no rate change. Key reissued. Recheck at 16:00 — KT.”

Avoid Blame, emotional language, medical details, full card data or unsupported conclusions.

6. Rooms & Housekeeping

6.1 Understand Cloudbeds room conditions

Inspected, Clean and Dirty do not mean the same thing

Rooms

Inspected: cleaned, checked by an authorized supervisor and ready for a new guest.
Clean: cleaned but may still require inspection or quality control.
Dirty: occupied, recently occupied, under maintenance or otherwise not ready.

Inventory warning: A Dirty room can still remain bookable. To remove it from inventory, use an approved Out of Service or room block workflow.

Official guide: Housekeeping room conditions

6.2 Check or update housekeeping status

Update only what has been physically confirmed

Rooms

Open Main Menu → Housekeeping.
Filter or find the required room and review its current condition.
Confirm the physical room status with Housekeeping or the responsible inspector.
Update to Clean or Inspected only if your role is authorized and the work is complete.
Recheck the Calendar or Dashboard before assigning the room to an arrival.

Cloudbeds behavior Occupied rooms can reset to Dirty automatically early each morning, and checking in or moving a guest can also mark rooms Dirty.

Official guide: Housekeeping

6.3 A room is unusable or under maintenance

Dirty status alone does not stop the room from being sold

Rooms

Confirm the room number, issue, expected repair time and responsible person.
Tell the manager immediately if the issue affects an arrival or inventory.
Use the approved Out of Service or room-block procedure to remove the unit from sale.
Add an accommodation comment or operational note with the issue and owner.
Do not return the room to service until maintenance and inspection are confirmed.

Do not rely on “Dirty.” Cloudbeds states housekeeping condition does not control inventory availability.

7. OTA Reservations

7.1 Modify or cancel an OTA reservation

Start with the OTA, not a direct Cloudbeds edit

OTA

Confirm the booking source and third-party confirmation number.
For dates, room type, guest count, guest details or cancellation, use the OTA extranet or ask the guest to change it through the OTA portal.
Wait for the supported channel update to sync into Cloudbeds.
Verify dates, room type, rate, status and room assignment after the sync.
Add a note and keep written OTA confirmation or a screenshot.

Important: A later OTA update can move the booking back to its original room assignment if the change was made only inside Cloudbeds.

Official guide: Modify OTA reservations

7.2 Mark an OTA guest as No-Show

Follow channel rules and confirm whether the fee is collected or waived

OTA

Confirm the guest did not arrive and review contact attempts, payment status and cancellation policy.
Check the OTA-specific workflow before changing the reservation status.
For Booking.com, Cloudbeds can support reporting the no-show and choosing whether to collect or waive the cancellation fee, depending on configuration.
Obtain manager approval for any fee waiver.
Verify the channel status, reopened availability and Cloudbeds folio after completion.
Add a note with the time, contact attempts and decision.

Do not guess. If Cloudbeds and the OTA disagree, take screenshots and escalate before changing money or availability.

Official guide: Booking.com no-shows

Module 4 · Point of sale

POS & Selling Classes

Learn how to use VitePOS at the Welcome Center to sell classes, record payments, document teacher payouts, close the shift and send the daily POS report.

VitePOS Class sales Cash handling Daily reporting

Daily standard: Record every sale, record every cash withdrawal with a clear note, never share login details and send the POS report to Slack before closing the shift.

The complete interactive POS training guide is available directly below.

Open the full POS guide

Guest journey · Module 2

Welcome, Check-in & Check-out Procedures

Audience Welcome Center staff Applies to Campus accommodation guests

Support the complete guest journey—from a warm, accurate arrival through a caring and well-documented departure.

Guest

Recognized and informed

Identity checked, form completed, booking explained and questions answered.

Reservation

Correct and financially clear

Cloudbeds booking found, inclusions confirmed and outstanding payment handled.

Room

Physically ready

Room checked, keycard working, deposit recorded and guest shown essential features.

Do not hand over the keycard until the reservation is verified, required payment is handled, the room is physically checked and the keycard works.

Source and revision: Adapted from “Welcome and Check-in Procedure for Guests staying at the campus.” Source page last updated 3 October 2025; this digital training layout was organized on 26 September 2026.

Step-by-step procedure

Follow the complete guest journey in eight stages

Use stages 1–7 for arrival and check-in. Use stage 8 for preparation, check-out, feedback and departure follow-up.

1. Welcome & Arrival

1.1 Greet and confirm the purpose of the visit

Begin warmly and make sure the person is checking in

Arrival

Stand, make eye contact and say: “Hello, welcome to Samma Karuna.”
Ask whether they are checking in and confirm the guest's name.
Invite the guest to sit and explain that you will first verify the booking and complete the check-in form.
If the guest appears tired or has been travelling, keep the first explanation simple and reassuring.

Suggested sentence “Welcome to Samma Karuna. May I have the name on your reservation and your passport, please?”

1.2 Seat the guest and offer the welcome items

Make the paperwork feel calm and hospitable

Arrival

Give the guest the correct check-in form and a pen.
Offer a welcome drink while they complete the form.
If the weather is hot, also offer a refreshing towel.
Use the time to open Cloudbeds and find the reservation.

Do not leave the guest without an update. If check-in is delayed, explain what you are checking.

2. Forms & Passport

2.1 Collect the passport and correct check-in form

Choose the form based on the guest's booking

Documents

Ask for the guest's passport and keep it visible and secure while processing.
For an Awakening & Healing guest, use the Awakening & Healing check-in form.
For accommodation only, use the accommodation check-in form.
Copy the passport using the printer/scanner. Place it in the scanner and use the green copy button.
Return the passport directly to the guest as soon as the copy is complete.
Check that required form fields are legible and complete.

Privacy: Do not leave passports or copies unattended, photograph them on a personal phone, or share them through personal chats. File the copy only in the approved location.

3. Verify the Booking

3.1 Find and verify the reservation in Cloudbeds

Confirm inclusions and outstanding balance before continuing

Booking

Search Cloudbeds using the guest's name or reservation ID.
Match the passport name, dates, room type, booking source and confirmation number.
Confirm whether the booking includes the Awakening & Healing program or accommodation only.
Review the folio and identify any outstanding payment.
Read reservation notes and special requests before speaking about the booking.
If you cannot find the reservation, ask for the reservation number or booking confirmation and escalate if it still cannot be found.

Never create a replacement reservation immediately. First check name variations, email, OTA confirmation and booking dates to avoid a duplicate booking.

4. Payment & Records

4.1 Collect an outstanding accommodation payment

Payment method depends on the booking source

Payment

Explain the outstanding amount and show the booking or folio breakdown.
For Booking.com guests, accept cash or credit card according to the current property procedure.
For direct website bookings without prepayment, the supplied SOP requires payment in cash.
Confirm the money was received before recording the payment in Cloudbeds.
Give the guest the appropriate receipt or proof of payment.

Exceptions require approval. Do not change the amount, waive a balance, promise later payment or use another payment method without the manager's decision.

4.2 Secure cash and update the Bookings Record Sheet

Create a traceable record for every cash payment

Payment

For cash payment, place the money in an envelope.
Write the guest name, date, booking number and amount on the front.
Count the cash again, sign the envelope and seal it with tape.
Store it in the approved cash location and follow the shift handover process.
Add the booking details to the Bookings Record Sheet.
Verify the amount recorded in the sheet, envelope and Cloudbeds all match.

Never leave loose cash at the desk or place multiple guests' payments in one unlabelled envelope.

5. Room & Keycard

5.1 Confirm the room and prepare the keycard

A system status is not a substitute for physically checking the room

Room & Key

Call Housekeeping and ask them to confirm the room is ready.
If Housekeeping is unavailable, physically inspect the room yourself before releasing it.
Check cleanliness, electricity, air-conditioning, water, bathroom, linen and obvious maintenance issues.
Prepare the keycard using the tablet and HotelLock system.
Test the keycard before giving it to the guest.
Collect and record the 300 THB keycard deposit.

Do not give the key if the room has not been checked, the lock fails or a safety/maintenance issue remains.

5.2 Escort the guest and demonstrate the room

Do not only point toward the accommodation

Room & Key

Walk with the guest to the room and offer help with bags.
For heavy luggage, ask the Gardener or Maintenance assistant for help rather than lifting unsafely.
Open the room, draw the curtain and demonstrate how the keycard activates the electricity.
Show the complimentary drinking water and the safety box.
Ask the guest to confirm the keycard and main room facilities are working.
Close with: “If you need anything, please let us know. We hope you enjoy your stay with us.”

6. Program-Specific Welcome

6.1 Guest with the Awakening & Healing program

Schedule the introduction and provide the complete welcome materials

Program

Schedule a meeting with a Senior Teacher using the interviews management procedure.
Place the current Awakening & Healing wristband on the guest's wrist or ankle.
Explain that the wristband colour changes every Monday and should be worn throughout the program.
If the guest does not want to wear it, explain that they must collect a day pass each day.
Prepare the Samma Karuna Welcome Bag with the 112 Tips book, current Awakening & Healing calendar and introduction handout.
Confirm the guest understands where and when the Senior Teacher meeting will happen.

Before handing over materials confirm the calendar and wristband colour are current.

6.2 Accommodation-only guest

Explain the campus clearly and provide included benefits

Program

Explain that Samma Karuna is both a Tantra school and a wellness resort.
Explain that the campus is an intoxicants-free space.
Tell the guest that the reservation includes one free Awakening & Healing class for each guest.
Give them the current Awakening & Healing calendar and explain how to join a class.
If the booking value is 30,000 THB or more, the supplied SOP includes one complimentary massage. Verify eligibility before promising or scheduling it.

Suggested sentence “Samma Karuna is a wellness resort and school of Tantra. Our campus is intoxicants-free, and your stay includes one complimentary Awakening & Healing class per guest.”

7. Contact, Orientation & Closing

7.1 Connect the guest with the Welcome Center

Give digital or printed access to essential information

Communication

Invite the guest to connect with the Welcome Center WhatsApp number for help during working hours.
If they agree, ask them to scan the current QR code.
Send the approved welcome message containing essential information.
If the guest does not want WhatsApp, provide the printed welcome message instead.
Confirm the guest has the house rules, emergency contact and Wi-Fi information.

Check before sending that the QR code, working hours, emergency number and Wi-Fi details are current.

7.2 Complete the welcome and offer orientation

Finish only after all essential steps are confirmed

Communication

Ask whether the guest has any immediate question or accessibility need.
Confirm they know how to contact the Welcome Center and where to find the class calendar.
If staffing and time allow, offer a brief tour of the school and important facilities.
Update Cloudbeds status and notes where required.
Complete the Bookings Record Sheet and handover notes before moving to the next task.

Check-in is complete when: documents, booking, payment, room, key, deposit, guest information and system records all agree.

8. Guest Check-out & Departure

8.1 Prepare the day before check-out

Confirm departure time and offer practical help early

Check-out

Review the next day's departures and contact each guest.
Ask what time they expect to leave.
Ask whether they need a taxi, luggage help or other assistance.
Check the room calendar for a same-day arrival.
If nobody is arriving that day, confirm that the guest may have a complimentary late check-out according to the current reception procedure.
Record the confirmed departure time, transport request and late check-out arrangement in the appropriate handover or reservation notes.

Check availability before promising. A late check-out must not delay housekeeping or affect an incoming guest.

8.2 Begin the check-out and inspect the room

Wait for the physical room check before returning the deposit

Check-out

Greet the guest warmly: “Good morning/afternoon. Are you checking out today?”
If confirmed, invite the guest to take a seat and request the keycard.
Contact Housekeeping and ask them to inspect the room.
Wait for Housekeeping to return with a clear result. Do not assume the room is fine because the guest is in a hurry.
Ask the guest: “Was everything alright during your stay?”
Once the room is confirmed as satisfactory, tell the guest and return the recorded keycard deposit.
Complete the required Cloudbeds check-out, room-status and handover updates.

Do not return the keycard deposit until the room inspection is confirmed. Escalate any damage, missing item or disputed charge to the duty manager.

8.3 Collect feedback and handle complaints calmly

Listen first, acknowledge the experience and escalate when needed

Feedback

If the guest raises a complaint, listen without interrupting and respond in a calm, grounded tone.

Suggested response
“I’m really sorry to hear that your stay wasn’t what you expected. Thank you for sharing this with us—your feedback helps us improve. If you’d like, I can share this with our manager right away to see what we can do before you go.”

If dissatisfaction continues
“I completely understand how that would feel. We truly appreciate you being honest with us, and we’ll make sure this is looked into. Thank you for giving us the chance to learn and improve.”

Ask the guest to complete the paper Guest Feedback Form.
For a rating of 3 stars or below, forward the form to the duty manager for review.
For ratings of 4 or 5, and when the guest has time, politely ask whether they would leave an online review.
For accommodation guests, suggest Booking.com when relevant. For Awakening & Healing guests, use the approved Google Reviews or TripAdvisor option.

Never pressure a guest for a review. Ask only after genuinely positive feedback, and do not ignore or hide a complaint.

8.4 Help with departure and send a personal follow-up

Finish the relationship with the same care used at arrival

Departure

Ask: “Where are you going today?” and listen to the answer.
Offer help with a taxi, directions, luggage or another practical need.
Confirm the keycard was returned, the deposit was settled and the reservation is checked out correctly.
Thank the guest personally and wish them a safe onward journey.
After departure, send a short WhatsApp or Booking.com message.

Suggested follow-up
“Thank you for staying with us. We hope you enjoyed your time at Samma Karuna. If you have a moment, we’d really appreciate a short review on Booking.com—it helps others discover our little paradise.”

Keep it human. Adapt the message to the guest and avoid long, obviously templated text.

Start here · Module 1

How to Be a Samma Karuna Receptionist

Listen Before speaking Help Before selling

You are often the guest's first impression of Samma Karuna. Your role is to welcome people, understand what they are looking for and guide them toward the most suitable experience—honestly, warmly and without pressure.

Listen

Understand the person

Ask a few helpful questions and give the guest space to explain why they are here.

Guide

Recommend honestly

Connect their goals and available time to the most suitable program or practice.

Confirm

Ask when uncertain

Use a senior teacher or manager rather than giving confident but incorrect information.

Training source: Adapted from “Introduction to Reception Training Guide,” last updated 7 July 2026. This module improves the structure for quick staff training while preserving the original program and booking guidance.

Searchable training manual

Reception knowledge and guest guidance

Learn the mindset first, then the programs and practices. Use the recommendation and FAQ sections during real guest conversations.

1. The Reception Mindset

1.1 Your role at reception

You are more than the person who answers questions

Mindset

Welcome every person with warmth and full attention.
Remember that guests may feel curious, nervous, excited or unsure.
Help them explain what they are looking for before describing products.
Guide them toward an experience that can genuinely benefit them.
Represent Samma Karuna through honesty, calmness, care and accurate information.

Main goal We are not simply selling classes. We are helping people. When guests feel listened to and cared for, sales happen naturally.

1.2 Four principles to remember

Honesty is better than an incorrect answer

Mindset

Listen before you speak.
Understand before you recommend.
Help before you sell.
If you do not know, ask.

Useful responses
“That’s a great question. Let me check for you.”

“I can arrange a complimentary meeting with one of our senior teachers.”

Never invent an answer. Incorrect information can damage trust and create operational problems later.

2. Introducing Samma Karuna

2.1 Give a simple introduction

Start short and add detail only when the guest asks

About SK

Suggested introduction
“Samma Karuna is a school of self-realization, personal growth and healing. Through meditation, yoga, tantra and breathwork, we help people develop greater awareness, balance, connection and wellbeing.”

Use clear, everyday language.
Pause and let the guest ask questions.
Connect the explanation to what the guest has already told you.

Avoid Giving a long speech before understanding what the guest wants.

3. Understanding Our Programs

3.1 Awakening & Healing Program

The best starting point for most first-time guests

Programs

Awakening & Healing combines meditation, yoga, tantra and breathwork in one flexible personal-growth program.

Guests can join for one class, one day, one week, multiple weeks or one month.
They choose the classes they want and move at their own pace.
Recommend this to most first-time visitors and to guests who are unsure where to begin.

Best for Exploration, flexibility and a broad introduction to Samma Karuna.

3.2 Teacher Trainings

Intensive study with a fixed schedule and application

Programs

Teacher Trainings are intensive professional courses for people who want to study one discipline deeply.

Current areas: Yoga, Tantra, Tetra Breathwork and BioDevelopment.
Courses have fixed schedules and mandatory attendance.
An application is required before acceptance.
Some students want to teach; others join for deep personal growth.

Reception cannot complete the application decision. Direct the guest to the official online application.

3.3 Workshops

Short intensive courses focused on one subject

Programs

Workshops are separately booked experiences focused on a specific topic.

Examples include Reiki, Somatics, Women’s Tantra, Men’s Workshops and other special events.
They are not included in the Awakening & Healing Program unless a current offer explicitly says otherwise.
Always verify the dates, teacher, price, inclusions and available places before confirming.

4. Helping Guests Choose

4.1 Ask before recommending

A good recommendation starts with four simple questions

Guidance

How many days are you staying?
Have you practiced yoga, tantra or breathwork before?
What would you like to improve?
What brings you here?

Listen carefully. Their words, available time and level of experience should shape your recommendation.

4.2 General recommendation guide

Use this as a starting point, not a diagnosis

Guidance

Guest	Best starting recommendation
New to Samma Karuna	Awakening & Healing
Wants to become a teacher	Relevant Teacher Training
Interested in one specific topic	Relevant Workshop
Unsure what they need	Awakening & Healing plus a complimentary meeting with a senior teacher

Never pretend to know exactly what someone needs. Reception provides information and guidance; a senior teacher can help with deeper personal recommendations.

5. Understanding Our Main Practices

5.1 Samma Karuna Yoga

Balance, strength, flexibility and inner calm

Practice

Samma Karuna Yoga combines physical postures, breathing, relaxation and awareness.

Best for Reducing stress · Improving flexibility and strength · Mental clarity · Relaxation · Building healthy habits.

5.2 Tetra Breathwork

Conscious connected breathing for energy and emotional awareness

Practice

Tetra Breathwork uses conscious connected breathing to help students release tension, increase energy and reconnect with emotions.

Best for Increasing energy · Emotional release · Reducing stress · Feeling more alive · Greater emotional awareness.

Do not make medical claims. Describe the practice and direct health or suitability concerns to the teacher.

5.3 Samma Karuna Tantra

Connection, presence and self-awareness

Practice

Through practical exercises, students develop healthier relationships with themselves and others by learning communication, emotional awareness, boundaries, trust and conscious intimacy.

Best for Confidence · Relationships · Emotional openness · Authentic connection · Self-acceptance.

Set the right expectation. Explain that Tantra at Samma Karuna focuses on authentic connection and personal growth.

5.4 BioDevelopment

Movement, music, play and group connection

Practice

BioDevelopment uses movement, music, games and group exercises to help people become more expressive, spontaneous and emotionally free.

Best for Self-confidence · Inner-child work · Social skills · Creativity · Playfulness · Emotional expression.

6. Frequently Asked Questions

6.1 Beginners, partners and accommodation

Give a clear answer without overpromising availability

FAQ

Can beginners join?
Yes. Beginners are welcome in Awakening & Healing. Teacher Trainings usually require previous experience and always require an application.

Do I need a partner?
No. All programs can be attended alone. Guests arriving with a partner may practice together when the activity allows it.

Is accommodation included?
Accommodation is optional for Awakening & Healing. Teacher Trainings usually include accommodation, with room-category or non-residential options when available.

Always verify the current course package and room availability.

6.2 Extra nights, volunteering and short visits

Know the process and expected timing

FAQ

Can I stay extra nights?
Yes, subject to availability. Encourage early booking during busy periods.

Can I volunteer?
Yes. Applications are completed online, and review plus assessment may take up to two weeks.

Can I join for one day?
Yes. Guests may buy a single class, Day Pass, Week Pass or Month Pass. Teacher Trainings cannot be joined for individual days.

7. Good Sales Practices

7.1 Explain value instead of applying pressure

Recommend what genuinely creates the best experience

Sales

Start with the guest's stated goal and available time.
Explain the difference in experience and value between suitable options.
For someone considering one yoga class, explain that a Day Pass can include yoga, meditation, breathwork and tantra for only a little more.
Allow the guest to choose without pressure.

Good selling sounds like guidance: clear benefits, honest limits and freedom to decide.

7.2 First-time guest complimentary Day Pass upgrade

A goodwill option when the Day Pass cannot be sold

Sales

If the guest decides to buy only one class, reception may upgrade them to a complimentary Day Pass only when all conditions are met:

It is their first visit to Samma Karuna.
It is the first class they are purchasing.
You believe they are genuinely interested in exploring the school.

Suggested sentence
“Since it’s your first visit, I’d like to upgrade you to a complimentary Day Pass so you can experience more of what we offer today.”

Record the upgrade using the current internal sales procedure so other staff understand what was provided.

8. Booking Guidelines & Service Standard

8.1 What reception can sell or book

Know which products require the official online process

Booking

Reception can sell:

Single Classes
Day Passes
Week Passes
Month Passes
Awakening & Healing Program

Official online process required:

Teacher Trainings must be booked online because they require an application.
Accommodation should be booked through the official website, where the guest receives the Best Price Guarantee.

Do not promise acceptance into a Teacher Training or manually bypass the application process.

8.2 The Samma Karuna reception standard

Every guest is looking for something different

Service

Some guests seek relaxation, some healing, some purpose, and some simply want a beautiful yoga class.

Welcome them warmly.
Listen carefully.
Understand what they need.
Explain how Samma Karuna may support them.
Ask for help when the question exceeds your role.

Your role is not to convince people to buy. Your role is to build trust and help them discover the most suitable experience.

Module 5 · Video learning

Welcome Center Training Videos

All Welcome Center videos live in one training library, organized by topic so staff can quickly find PMS, reception and sales lessons.

3 sections 9 available lessons Self-paced Progress saved

How to Use the PMS

Cloudbeds and other systems used for daily Welcome Center work.

2 videos

Part 1

Cash Drawer — Part 1

Begin the Cloudbeds Cash Drawer training and learn the core workflow used at the Welcome Center.

Watch video Mark watched

Part 2

Cash Drawer — Part 2

Continue the Cloudbeds Cash Drawer training with the second part of the Welcome Center workflow.

Watch video Mark watched

How to Be a Samma Karuna Receptionist

Start with Episode 1 and work through the complete guest journey.

4 videos

Episode 1

Samma Karuna Reception Academy

Introduction to the Welcome Center role and reception training academy.

Watch video Mark watched

Episode 2

Understanding Your Guest

Learn to listen, identify guest needs and ask useful questions.

Watch video Mark watched

Episode 3

Recommending the Right Experience

Connect guest goals and available time with the right Samma Karuna experience.

Watch video Mark watched

Episode 4

The Complete Reception Journey

Review the complete guest journey from first contact through follow-up.

Watch video Mark watched

How to Sell

Guest-focused sales and recommendation training.

3 videos

How to Sell · Part 1

How to Sell — Part 1

Sales training for helping guests understand the value of the most appropriate Samma Karuna experience.

Watch on YouTube Mark watched

How to Sell · Part 2

How to Sell — Part 2

Continue the Welcome Center sales training and apply the approach during real guest conversations.

Watch on YouTube Mark watched

Additional lesson

Additional Welcome Center Training Video

Additional video lesson provided for the Welcome Center team.

Watch on YouTube Mark watched

Final step · Reception training

Reception Knowledge Exam

Complete this assessment after studying every section of the Welcome Center Knowledge Base. It checks the practical knowledge needed to welcome guests, recommend programs, use the PMS, process payments and handle guest issues responsibly.

25 questions 80% passing score All questions required Results sent to management

Your information

Enter your details exactly as they should appear in the result sent to management.

Full name

Email address

I confirm that I completed this assessment independently, these answers are my own, and my result may be sent to Samma Karuna management for training review.

Management setup note

Results are processed by the website’s private server and delivered only to management@sammakaruna.org. The email service must be configured in Vercel before official staff testing begins.

Assessment result

Your result

0%

Experience Samma Karuna

About Samma Karuna

Your Role at Reception

What every Welcome Center team member should know

Help people, not just bookings

A holistic approach

Be warm, accurate and honest

Start learning

How to Be a Receptionist

How to Welcome Guests

PMS & Booking System

POS & Selling Classes

Training Videos

Policies & Guest Issues

Reception Knowledge Exam

Confident with the guide?

Policies & Guest Issues

Check the facts

Explain and offer options

Record and escalate

All Welcome Center policies

1. Booking & Reservation Issues

2. Payment & Refund Issues

3. Room & Facility Complaints

4. Policy Violations by Guests

5. Communication & Behavior Issues

6. Reviews & Online Reputation

7. Emergency & Special Situations

8. OTA Related Issues

Cloudbeds for Welcome Center Staff

Open the correct reservation

Read every confirmation

Leave a clear record

Daily Cloudbeds procedures

1. Shift Routine

2. Reservations

3. Check-in & Check-out

4. Folios & Payments

5. Reservation Notes

6. Rooms & Housekeeping

7. OTA Reservations

POS & Selling Classes

Welcome, Check-in & Check-out Procedures

Recognized and informed

Correct and financially clear

Physically ready

Follow the complete guest journey in eight stages

1. Welcome & Arrival

2. Forms & Passport

3. Verify the Booking

4. Payment & Records

5. Room & Keycard

6. Program-Specific Welcome

7. Contact, Orientation & Closing

8. Guest Check-out & Departure

How to Be a Samma Karuna Receptionist

Understand the person

Recommend honestly

Ask when uncertain

Reception knowledge and guest guidance

1. The Reception Mindset

2. Introducing Samma Karuna

3. Understanding Our Programs

4. Helping Guests Choose

5. Understanding Our Main Practices

6. Frequently Asked Questions

7. Good Sales Practices

8. Booking Guidelines & Service Standard

Welcome Center Training Videos

How to Use the PMS

Cash Drawer — Part 1

Cash Drawer — Part 2

How to Be a Samma Karuna Receptionist

Samma Karuna Reception Academy

Understanding Your Guest

Recommending the Right Experience

The Complete Reception Journey

How to Sell

How to Sell — Part 1

How to Sell — Part 2