7 Guest Billing 20162017.pptx
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The document discusses the key functions and processes of guest billing and front office accounting in a hotel. It outlines how the hotel must maintain accurate records of all guest financial transactions to ensure bills are properly settled. This includes tracking charges to guest room accounts as well as 'city' or non-resident accounts. The front office accounting system is crucial for monitoring credit limits, preventing fraud, and providing management information on revenues. Various terms, account types, charge posting methods, and verification processes are defined to clearly illustrate guest billing operations.
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The document discusses keys and key control systems used in hotels. It describes different types of keys like emergency keys, master keys, and guest keys. It explains that master keys can open multiple locks while guest keys only open one room. Key cards are now commonly used instead of metal keys for added security like electronic logging of access. Proper key control procedures must be followed to ensure security and prevent compromise of the lock system.
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Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
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Front office transactions are typically charted on account statement called folios. A folio is a statement of all transactions (debits & credits) affecting the balance of a single account. When an account is created, it is assigned a folio with a starting balance of zero.
Situation handling
Housekeeping staff should follow proper procedures when entering guest rooms, including knocking repeatedly and announcing their presence. If a guest does not respond or is asleep, the staff should leave a note before leaving. They should also politely inquire about needed services if a guest is in the bathroom. If a guest is inappropriately dressed or there are maintenance issues, the staff should report the situation to a supervisor. Any discrepancies with room status or suspicious activity should also be reported.
Organisation,duties and attributes of food and beverage staff
Here are the wrong and right attributes for food and beverage staff based on the document:
Wrong:
- Arguing with customers
- Being servile towards customers
- Not having knowledge of food, drinks and menus
- Not being punctual
- Not having local knowledge to help customers
- Not having honesty and loyalty to the establishment
- Not ensuring customer satisfaction
- Not having sales ability to sell food and drinks
- Not having a sense of urgency to maximize business
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During the stay activities
The document discusses various activities and procedures carried out at a hotel front desk during a guest's stay. These include providing information services to guests, handling messages and mail, managing room keys, techniques for maximizing room sales, handling guest complaints, and procedures for guest wake-up calls and locating guests via paging. Front desk staff must ensure high quality guest service and address any issues that arise during a guest's hotel stay.
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Front office transactions are typically charted on account statement called folios. A folio is a statement of all transactions (debits & credits) affecting the balance of a single account. When an account is created, it is assigned a folio with a starting balance of zero.
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Housekeeping staff should follow proper procedures when entering guest rooms, including knocking repeatedly and announcing their presence. If a guest does not respond or is asleep, the staff should leave a note before leaving. They should also politely inquire about needed services if a guest is in the bathroom. If a guest is inappropriately dressed or there are maintenance issues, the staff should report the situation to a supervisor. Any discrepancies with room status or suspicious activity should also be reported.
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Here are the wrong and right attributes for food and beverage staff based on the document:
Wrong:
- Arguing with customers
- Being servile towards customers
- Not having knowledge of food, drinks and menus
- Not being punctual
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The document discusses various activities and procedures carried out at a hotel front desk during a guest's stay. These include providing information services to guests, handling messages and mail, managing room keys, techniques for maximizing room sales, handling guest complaints, and procedures for guest wake-up calls and locating guests via paging. Front desk staff must ensure high quality guest service and address any issues that arise during a guest's hotel stay.
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The document provides training steps for waiters at a bar/lounge to maximize guest satisfaction. The key steps are to greet guests with a smile, seat them at their table, present menus and suggest dishes, take drink orders and suggest beverages, serve drinks and snacks, present the correct bill in a timely manner, and thank guests as they leave. The overall goal is to ensure guests have a pleasant experience through attentive and professional service at all stages of their visit.
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This document outlines pre-arrival procedures for different types of hotel guests. For individual travelers (FITs), staff should verify reservations, confirm arrival details, and collect deposits if necessary. For VIPs, reservations require approval and special designations, and preparations like room blocking and notifications to other departments are needed in advance. For groups of 10 or more, staff should review profiles and needs, check rooming lists and billing instructions, communicate special requirements to other teams, and confirm arrival details with coordinators.
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Handling guest mail and messages is an important front desk function. It involves sorting incoming mail for guests into categories like present guests, checked out guests, and guests not yet arrived. Messages left for in-house guests are recorded on message slips that are delivered to guests. Outgoing mail involves weighing and stamping guest mail, and keeping records of postage. Proper handling of mail and messages helps ensure efficient hotel operations and good guest service.
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After revision of this chapter with the help of the book of the universal Front office Gurus, Michael Kasavana & Richard M. Brooks, I felt this slide needed improvement.
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The document outlines hotel check-in procedures. It discusses registration requirements, including collecting guest information and identification. It also covers different check-in procedures for various guest types like foreigners, VIPs, groups, and walk-ins. Room assignments are based on status codes that indicate availability. Procedures are more streamlined for VIPs, who may receive amenities and a personal attendant, while groups are handled by registering with a group leader.
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This document defines key terms related to housekeeping in hotels. It provides definitions for 101 terms covering various areas of housekeeping operations including guestroom cleaning, inventory management, maintenance, and communication between housekeeping and other hotel departments. Some terms defined include amenity, back of house, front of house, inventory, king size bed, turn down service, and room status. The definitions provide concise explanations of common housekeeping terms and concepts.
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[+] Banquet/Conference Hall Management
Check out and settlement
This document provides information about check-out procedures in hotels. It discusses the standard check-out process which includes settling the guest bill, updating records, and creating a lasting impression. It describes departure procedures for manual, semi-automated, and fully automated systems. Modes of bill settlement like cash and credit are covered. The document also discusses check-out options such as express check-out and self check-out terminals.
Front office accounting functions
Subject : Front Office Accounting Management
Title : Functions of Front Office Accounting in Hotel
Functions :
To handle transactions between the guests and the hotel accurately.
To track the transactions throughout the guest's occupancy.
To monitor the guest's credit limit.
To avoid possibility of any fraud.
To organize and report the transactional information.
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7 Guest Billing 20162017.pptx
- 2. Guest Billing Objective of hotel is to provide facilities and services for guests in return for money To ensure all guest bills are properly settled, hotel must have an accurate and constantly updated record of all guest financial transactions.
- 3. Guest Credit Guests are always engaging Hotel services e.g. bar, spa, laundry… Usually charged to room depending on payment method verified at check-in Therefore critical that an accurate record of charges is correctly maintained
- 4. Main Function of a Front Office Accounting System is: Maintain and accurate and current record of all guest transactions Both in-house and non-resident Provide effective internal control by monitoring credit given to guests and prevent fraudulent staff practices To provide Management Information on departmental revenue
- 5. Terms used Folio = Invoice = Bill Post charge = put charge onto bill = Debit Void = Remove charge = Credit Payment = Credit
- 6. 3 main types of accounts maintained by Front Office Cashier 1. Guest In house guest accounts 2. City Non-resident accounts Includes walkouts etc C&B/F&B accounts 3. Management Complimentary items as per Management Deductions per complaints Staff discount
- 7. Charge on Room Numbers Guest Actual Room # used Maybe split bills e.g. 1 x Company Bill for Accommodation 1 x extras bill for guest to pay directly e.g. drinks, internet etc
- 8. Room Numbers cont….for events City Admin room # e.g. 9001 Looks very different to guest room sequence Required to post charges F&B, C&B use this room number Checked in and out as required Created when event takes place (lunch, wedding, conference…) and checked out after event is complete
- 9. Room Numbers cont…Management Management/House Account etc Also Admin room # used 9001 etc Always active and checked in Control is critical Signature plus reason for item being signed for
- 10. Types of postings Debit + Room charge Bar charge etc Credit - Payment to account Amendments
- 11. Special postings VPO Visitor Paid Out Pay cash for a service and charge the guest account e.g. Theatre Tickets, cigarettes Docket is lodged as ‘cash’ with end of shift cash taken Control Critical as this is the equivalent of cash Sample docket next slide
- 12. VPO docket
- 13. Different types of amendments Account Corrections Right Guest/Wrong Department Incorrect Amount/Right Guest Account Allowances Credit posting for over charge or compensation Guest Complaint or staff discount etc Refund – cash paid on checkin and not used Account Transfer Charges transferred from one account to another 1 guest settling 2 accounts etc
- 14. Verifying Postings Reduces errors and prevents fraudulent staff practices Much easier to correct error when guest is in-house Posted entries are verified Charge appears on Bill as well as correct code on System Accounts are balanced Restaurant total = Front Office Restaurant Total Cash flow is checked Total taken = total amount on reading Room Status discrepancies are solved Skips & Sleeps No Show Reservations are verified Processed and filed