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Managing Front Office Checkout, Settlement and Records
- 1. Managing Front Office SQA I HOT 333
- 2. Check-Out and Account Settlement The Checkout and Settlement Process Departure Procedures Check-Out Options Unpaid Account Balances Front Office Records
- 3. The Checkout & Settlement Process Important Functions Resolves outstanding guest account balances Verifies/authorizes method of payment Resolves discrepancies in account balances Updates room status information From occupied to on-change Creates guest history records Database for strategic marketing
- 4. Departure Procedures Inquire about additional, recent charges Post outstanding charges Verify account information Present guest folio Verify method of payment Process account payment Check for mail, messages, faxes Check for safe deposit box or in- room safe keys Secure room key/keycard Update room’s status Inquire about guest’s stay and experience Request that guest complete a guest satisfaction survey Update guest history file
- 5. Methods of Settlement Cash or Debit Card Credit Card Direct Billing Combined methods
- 6. Late Check-Out A late check-out at a hotel is an arrangement which allows a guest to check out later than the normal time
- 7. Check-Out Options Express Check-Out allows you to checkout of hotel without having to return to the Front Desk Self-checkout also known as semi-attended customer- activated terminal, machines provide a mechanism for customers to process their purchases, an alternative to the traditional cashier-staffed checkout
- 8. Unpaid Account Balances Guest leaving without settling his or her account Forget to checkout No intention to settle Late charges
- 9. Account Collections Credit/debit card billings Direct billings Travel agency accounts Bad check accounts Skipper accounts Disputed bills Guaranteed reservations accounts Late charges accounts House accounts
- 10. Account Receivable Resolves When outstanding account balances are payable The number of days between account billing How to contact a departed guest whose account is over due
- 11. Account Aging Report that lists unpaid customer invoices by by date ranges Tool used by collections personnel to determine which invoices are overdue for payment
- 12. Aging Report
- 13. Front Office Records Guest History File • Help managers understand & determine guest trends • Help hotels provide better guest service • Help managers determine the geographic distribution of guest addresses, which helps in advertising efforts Marketing Follow Through • Tracking guest stays for frequent traveler programs • Verifying guest’s club membership status • Providing guest comment cards • Making reservations for departing guests
- 14. Front Office Records PCI Compliance- Payment Card Industry • Install & maintain a firewall to protect cardholder data • Do not use vendor supplied passwords & security parameters • Protect stored cardholder data through creative encryption • Encrypt transmission of cardholder data across open, public networks • Use and regularly update anti-virus • Develop and maintain secure systems and applications • Restrict access to cardholder data on need to know basis • Assign a unique ID to each person with computer access • Restrict physical access to cardholder data • Track & monitor all access to network resources & cardholder data • Regularly test security systems and processes • Maintain a policy that addresses information security Information privacy, or data privacy, the relationship between the collection and broadcasting of data
- 15. ? Any Questions