The document discusses check-out and account settlement procedures at hotels. It covers resolving guest account balances, payment options, updating room status and guest history records. Specific procedures covered include inquiring about charges, verifying payment methods, processing payments, updating statuses and requesting guest surveys. Options for late check-outs, express check-outs and self check-outs are also summarized. The document also discusses unpaid balances, account collections methods, aging reports and maintaining PCI compliance and guest privacy.

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