Demo Hospitality Group LLC: a property day from booking to close

Demo Hospitality Group LLC operates three UAE properties, two restaurants, a banquet venue, and a central purchasing warehouse. The group reports in AED, accepts USD and EUR guest payments, and serves corporate accounts with credit terms. This fictional case demonstrates how OSERP connects a reservation, deposit, service consumption, kitchen stock, folio, payment, refund, and daily close without pretending that one record answers every question.

Morning opening and controls

The duty manager opens the Dubai property by confirming branch, property, operating date, open accounting period, room inventory, outlet tills, rate plans, tax categories, and payment types. The “operating date” is the hotel day; the posting date is the accounting day. A night audit may close one while the finance period remains open. Training must name both dates.

The front office reviews arrivals, departures, no-shows, cancellations, deposits, room status, and corporate credit. A room marked clean is not necessarily available if it is blocked for maintenance or a group allocation. The system should show available, reserved, occupied, out-of-order, and housekeeping status separately.

Reservation and deposit

A corporate guest books 10 rooms for three nights. The reservation header records guest/company, contact, arrival/departure, room type, rate plan, number of guests, currency, tax treatment, channel, salesperson, and cancellation policy. The room or package lines carry nightly rate, quantity/nights, meal plan, discount, tax, and revenue department.

The guest pays a USD 5,000 deposit. The deposit records payment mode, bank or gateway, reference, currency, rate, date, and reservation allocation. A deposit is cash received and a customer obligation; it is not automatically room revenue. The accounting policy may hold it as a liability until the stay or allocate it as the folio is posted.

Check-in and folio design

At check-in, the front-office user verifies identity, company billing instructions, room, rate, deposit, authorization, and privacy permissions. The folio carries room charges, taxes, deposits, restaurant charges, laundry, transfers, discounts, and adjustments. A folio line needs service item, date, quantity, unit price, discount, tax code, department, and source reference.

The room night is a service event, not inventory. The minibar and restaurant meal are stock-consuming events. A package may contain room, breakfast, and transfer components; the property must define how the package price is allocated for revenue and tax. A consultant should never assume that the package total belongs to one revenue ledger.

Restaurant and kitchen consumption

At lunch, the restaurant sells 80 meals through POS. Each menu item maps to a recipe or stock policy. The POS receipt records table/order, guest or corporate account, item, quantity, price basis, discount, tax, tender, cashier, and shift. The kitchen issues ingredients according to the configured consumption point: sale, preparation, or end-of-day recipe posting.

The storekeeper records 12 kg of chicken issued, 4 kg wasted, and 1 kg returned to cold storage. Wastage requires reason, batch, quantity, department, approver, and evidence. A kitchen sale without consumption policy leaves food cost invisible; a blanket adjustment at month end hides the daily cause.

Group event and split billing

The banquet venue hosts a corporate dinner. The event record includes customer, contract, venue, date, guaranteed covers, menu, deposit, service charge, tax, minimum spend, salesperson, and responsible manager. The final bill is split: the corporate account receives 80% on credit, guests pay 15% by card, and the organiser pays 5% cash.

Split tender is not split revenue. The revenue lines remain tied to service departments and tax rules; payment allocations explain who settled the receivable. The corporate portion receives a due date and credit policy. Card and cash portions must appear in the outlet settlement.

Check-out, refund, and foreign currency

At departure, the front office reviews folio lines, room nights, package allocation, deposits, minibar charges, taxes, discounts, and any disputed item. The guest pays the remaining EUR balance by card. The folio stores the EUR amount and the approved EUR/AED rate; the bank settlement may produce a realised FX difference. Do not change the folio rate to eliminate a legitimate settlement difference.

An overcharge discovered after departure is corrected with an approved adjustment or credit/refund flow. The original folio remains evidence. A refund requires reason, source payment, amount, tender, authoriser, date, and gateway reference. A cancelled reservation is not automatically a refund; the cancellation policy decides the amount.

Night audit and posting

The night auditor checks occupied rooms without folio activity, folio lines without room assignment, unsettled POS checks, open tables, deposits, no-shows, cancelled bookings, gateway callbacks, and tax totals. The audit produces a controlled handover to finance. It does not replace the accounting period close.

Configured GL Mapping may produce:

Dr Customer / guest receivable or bank     total settled amount
  Cr Room revenue                           room component
  Cr Food and beverage revenue              outlet component
  Cr Service charge / other income          configured component
  Cr Output tax                              tax components

Ingredient consumption may debit food cost and credit inventory. Deposits may move from deposit liability to revenue or customer settlement according to policy. The consultant must simulate room-only, restaurant-only, package, deposit, refund, and split-tender cases separately.

Daily control report

Question	Evidence
Which rooms are occupied and billable?	Reservation, room status, folio
What is the outlet margin?	POS sales, recipe consumption, wastage
Which deposits remain open?	Deposit register and folio allocation
What must corporate customers pay?	Customer statement and due-date ageing
Is cash complete?	Till close, card/gateway settlement, bank receipt
What needs review?	No-show, refund, void, comp, wastage, and tax exception

Month-end and consultant challenge

Close requires property revenue reconciliation, room statistics, outlet stock, wastage, deposits, advances, corporate receivables, refunds, gateway settlements, tips/service charges, tax summary, FX differences, and period status. Test a no-show fee, cancellation refund, package split, room upgrade, complimentary meal, recipe revision, expired batch, card chargeback, and multi-property transfer. For each result, document fields, owner, permission, stock effect, accounting effect, and evidence.

Pair this scenario with POS operations, Inventory, Advanced GL Mapping, Sales lifecycle, and the API Library. It is a configured training case, not a statutory hospitality rulebook.