Chapter 9

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Chapter 9

  1. 1. Chapter 9 Check-Out and Account Settlement Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
  2. 2. Competencies for Check-Out and Account Settlement <ul><li>Identify functions and procedures related to the check-out and settlement process, including departure procedures and methods of settlement. </li></ul><ul><li>Describe express check-out and self check-out procedures. </li></ul><ul><li>Explain how hotels handle unpaid account balances, summarize account collection procedures, describe how managers use guest history files, and outline how the front office staff can support the hotel’s marketing program through the check-out process. </li></ul>
  3. 3. Check-Out/Settlement Process <ul><li>Resolves outstanding guest account balances </li></ul><ul><li>Verifies/authorizes method of payment </li></ul><ul><li>Resolves discrepancies in account balances </li></ul><ul><li>Updates room status information </li></ul><ul><li>From occupied to on-change </li></ul><ul><li>Creates guest history records </li></ul><ul><li>Database for strategic marketing </li></ul>
  4. 4. Departure Procedures <ul><li>Inquire about additional, recent charges </li></ul><ul><li>Post outstanding charges </li></ul><ul><li>Verify account information </li></ul><ul><li>Present guest folio </li></ul><ul><li>Verify method of payment </li></ul><ul><li>Process account payment </li></ul><ul><li>Check for mail, messages, faxes </li></ul>(continued)
  5. 5. Departure Procedures <ul><li>Check for safe deposit box or in-room safe keys </li></ul><ul><li>Secure room key/keycard </li></ul><ul><li>Update room’s status </li></ul><ul><li>Inquire about guest’s stay and experience </li></ul><ul><li>Request that guest complete a guest satisfaction survey </li></ul><ul><li>Update guest history file </li></ul>(continued)
  6. 6. Methods of Settlement <ul><li>Cash payment in full </li></ul><ul><li>Credit card transfer </li></ul><ul><li>Direct billing transfer </li></ul><ul><li>Combined methods </li></ul>
  7. 7. City Ledger Accounts <ul><li>Credit/debit card billings </li></ul><ul><li>Direct billings </li></ul><ul><li>Travel agency accounts </li></ul><ul><li>Bad check accounts </li></ul><ul><li>Skipper accounts </li></ul><ul><li>Disputed bills </li></ul><ul><li>Guaranteed reservations accounts </li></ul><ul><li>Late charges accounts </li></ul><ul><li>House accounts </li></ul>
  8. 8. Account Aging <ul><li>30 days—current </li></ul><ul><li>30+ days—overdue </li></ul><ul><li>90+ days—delinquent </li></ul>
  9. 9. Guest History Files <ul><li>Help managers understand guests </li></ul><ul><li>Help managers determine guest trends </li></ul><ul><li>One of last steps in check-out and account settlement process </li></ul><ul><li>Help hotels provide better guest service </li></ul><ul><li>Marketing and sales division uses them to create mailing lists </li></ul><ul><li>Help managers determine the geographic distribution of guest addresses, which helps in advertising efforts </li></ul>
  10. 10. Marketing Follow-Through at Check-out <ul><li>Tracking guest stays for frequent-guest/ traveler programs </li></ul><ul><li>Verifying guest’s club membership status </li></ul><ul><li>Providing guest comment cards </li></ul><ul><li>Making reservations for departing guests (for the next stop, or for future trips) </li></ul>

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