Guest check out

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Guest check out

  1. 1. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest Checkout
  2. 2. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Chapter 9 Focus Points  Organization of late charges to produce an accurate guest folio  Procedures necessary to perform the guest checkout  Transfer of guest accounts to the back office  Checkout reports available with a property management system  Guest Histories
  3. 3. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Organizing Late Charges to Ensure Accuracy  Review financial significance of assembling late guest charges (refer to Table 9-1) p. 238  Importance of POS/PMS interface with other departments that aid in accurate and complete processing of late charges
  4. 4. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest Checkout Procedure – p. 239  Inquiring about quality of products and services  Relay of problem areas to various departments  Retrieving the room key  Discuss this important part of the checkout process  Guest security  Cost involved in replacement of hard keys
  5. 5. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Retrieving and reviewing the electronic folio  Procedure to retrieve electronic folio  Empowerment concepts  Importance of reviewing the electronic folio  Room and tax for number of nights spent  Incidentals  Inquiry for late charges
  6. 6. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Note on In-room guest checkout  Procedure for the guest to use in-room guest checkout  Guest views a final version of the folio of television set  Front office prepares a hard copy of folio and delivers it to guest’s room early in the morning  Credit card imprint made at time of registration is used to process charges
  7. 7. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Guest determines method of payment  Credit cards  Review various types of credit cards  Bank – Visa, MasterCard, JCB  Commercial – Diners Card  Intersell – Hilton Honors Card  Procedure to suggest to the guest to use a certain credit card with a lower discount rate for the hotel  Procedure to process a credit card as listed in chapter
  8. 8. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Bill-to-account (direct billing)  Concept of direct billing  Concept of house limit of credit  Procedure to process direct bill as listed in chapter  Cash and personal checks  Cash option is not favored  No credit rating has been established  Procedures to process a cash payment and personal check as listed in text
  9. 9. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Traveler’s checks  Tips on accepting traveler’s checks  Ask for proof of identification  Guest signs in presence of cashier  Compare signatures  Check list of traveler’s check numbers which are non-negotiable (procedure to process traveler’s checks are identical to cash method)
  10. 10. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Debit cards  Debit card is a card that authorizes the hotel to deduct money directly from the guest’s checking or banking account in payment of a bill  Float is a delay in payment that allows the guest to charge now and pay several days later
  11. 11. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Assisting the guest with method of payment  Money wire  Establish as an option prior to the need of this option  Phone number and address of nearest money wire center should be posted for front desk clerks’ reference  Travelers Aid Society  Establish as an option prior to the need of this option  Phone number and address of nearest Travelers Aid Society should be posted for front desk clerks’ reference
  12. 12. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Auto clubs  Establish as an option prior to the need of this option  Phone number and address of nearest club should be posted for front desk clerk’s reference  International currency exchange  Wall Street Journal  Method used to convert international currency into native currency as listed in text p. 248  Web site daily international currency http://www.x-rates.com/calculator.html#
  13. 13. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Obtaining future reservations  Procedure to follow in obtaining future reservations as listed in text p. 249  Employee training program to learn this procedure  Incentive program for employee motivation
  14. 14. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Filing documents  Need to properly file paperwork (folios, transfers, paid-out slips, etc.) with regard for the night audit preparation
  15. 15. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Relaying guest departures to other departments  Housekeeping and front office communication via the PMS  Guest departures  Stayovers  Room availability status  Other details as they occur
  16. 16. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Relaying guest departures to other departments (cont’d.)  Food and beverage department, gift shop, and other departments and front office communications  Guest’s checkout to prevent him or her from charging to folio  Personal efforts of staff to make the communication system work Removing guest information from the system  Guest data removed and stored for future processing – financial and marketing  “Sleeper” – rooms that appear to be occupied but are in reality vacant – financial implications (note: checkout in a PMS automatically deletes the guest from the database and the call accounting system) (refer to p. 196 in text)
  17. 17. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Transfer of guest accounts to back office  Role of the back office in the accounting process  Provides a billing service for bill-to-accounts  Monitors the accounts receivable process for credit card receivables and aging accounts  Allows for adjustments and transfers to guest accounts
  18. 18. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest checkout procedure (cont’d.)  Checkout reports available with a property management system  Figure 9-3 (Method of Marketing Analyses Payment) p. 251  Figure 9-4 (Room Sales Report) p. 252  Figure 9-5 (Room Status Report) p. 252  Figure 9-6 (Understay Reservation Report) p. 252
  19. 19. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Guest Checkout Procedure (cont’d.)  Guest Histories  A listing of guests’ geographic and demographic information and guest activities during their stay  Components  Obtained from reservation forms and registration cards:  Business affiliation  Date of arrival  Date of departure  Length of stay  Zip code  Telephone exchange  Method of arrival  Type of room and amenities requested
  20. 20. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Uses of Guest History  Zip code provides geographical indicators of people who have tried your products and services  Match with media used for advertising  Demographics (age, sex, income, occupation, marital status, etc.)  Psychographic (life style)  Group sale contacts  Corporate client needs for meeting space  Origin of reservation from certain travel agents
  21. 21. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Uses of Guest History (cont’d.)  Origin of reservation from certain administrative assistants or secretaries  Advertising methods used to obtain sales (refer to Figure 9-7) p. 254  Frequency of visit (refer to Figure 9-8) p. 255  Type of rooms frequently requested  Acceptability of room rates  Occupancy patterns for scheduling personnel
  22. 22. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Last Impression of the Hotel  Front desk staff opportunity to advance previous efforts of marketing and operations staff members for further relationships  Marriott’s At Your Service® - local weather reports, information on airport shuttle
  23. 23. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved In-class assignment  Choose any question at the end of the chapter. Write the answer. Discuss with the person sitting next to you. Hand in your response at end of class today.

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