Check Out & Settlement in Front Office
Stages of Settlement of accounts
Types of Accounting Systems
Check Out Concerns
Check Out Process
Mode of Payment
Self Check Out
Express Check Out
Front Office Accounting
Basics of Front Office Accounting
Types of Accounts
Types of Folios
Types of Postings
Types of Vouchers
Accounting Terminologies
Accounting System
Credit Monitoring
Floor Limit
Credit Limit
House Limit
Front Office Accounting Cycle
Stages of Settlement
Internal Audit
Handling Cash Float
Types of Transactions
The guest cycle describes the activities that each guest passes by from the moment he/she calls to make a reservation inquiry till he/she departs from the hotel.
Front Office Accounting
Basics of Front Office Accounting
Types of Accounts
Types of Folios
Types of Postings
Types of Vouchers
Accounting Terminologies
Accounting System
Credit Monitoring
Floor Limit
Credit Limit
House Limit
Front Office Accounting Cycle
Stages of Settlement
Internal Audit
Handling Cash Float
Types of Transactions
The guest cycle describes the activities that each guest passes by from the moment he/she calls to make a reservation inquiry till he/she departs from the hotel.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
Another PowerPoint file that has been updated after revising from the book of Michael kasavana and Richard Brooks. Many important additions will make this file useful to students during study at home. Feedback and suggestions from students and Hospitality trainers are most welcome!
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
A detailed presentation to help the learner of the hotel management institute about the work of Bell Desk, Bell Boy, Bell Captain and Concierge. Also includes the various forms and formats used by the Bell Desk.
Sections & Layout of FO, Organizational chart of FO (Small, Medium & Large Hotels), Duties & Responsibilities, Attributes, Co-ordination with other departments, Equipment's used (Manual & Automated)
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.
Here it is! Please provide feedback for making it even more useful for all hospitality students...
Check Out & Settlement in Front Office
Stages of Settlement of accounts
Types of Accounting Systems
Check Out Concerns
Check Out Process
Mode of Payment
Self Check Out
Express Check Out
Introduction to Credit Control
Cash Control
Internal Control
Elements of Internal Audit
Principles of Internal Audit
Physical Control Measures
Cash Inflow Control
Why do hotels sell on credit
Objectives of Credit Control
Credit Control Problems
Methods of Credit Control
Credit Control for guests at check-in
Credit Control during guest stay
Credit Control during/ post departure
Credit Control for Companies/ Travel Agents
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
Another PowerPoint file that has been updated after revising from the book of Michael kasavana and Richard Brooks. Many important additions will make this file useful to students during study at home. Feedback and suggestions from students and Hospitality trainers are most welcome!
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
A detailed presentation to help the learner of the hotel management institute about the work of Bell Desk, Bell Boy, Bell Captain and Concierge. Also includes the various forms and formats used by the Bell Desk.
Sections & Layout of FO, Organizational chart of FO (Small, Medium & Large Hotels), Duties & Responsibilities, Attributes, Co-ordination with other departments, Equipment's used (Manual & Automated)
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.
Here it is! Please provide feedback for making it even more useful for all hospitality students...
Check Out & Settlement in Front Office
Stages of Settlement of accounts
Types of Accounting Systems
Check Out Concerns
Check Out Process
Mode of Payment
Self Check Out
Express Check Out
Introduction to Credit Control
Cash Control
Internal Control
Elements of Internal Audit
Principles of Internal Audit
Physical Control Measures
Cash Inflow Control
Why do hotels sell on credit
Objectives of Credit Control
Credit Control Problems
Methods of Credit Control
Credit Control for guests at check-in
Credit Control during guest stay
Credit Control during/ post departure
Credit Control for Companies/ Travel Agents
Introduction to Credit Control
Cash Control
Internal Control
Elements of Internal Audit
Principles of Internal Audit
Physical Control Measures
Cash Inflow Control
Why do hotels sell on credit
Objectives of Credit Control
Credit Control Problems
Methods of Credit Control
Credit Control for guests at check-in
Credit Control during guest stay
Credit Control during/ post departure
Credit Control for Companies/ Travel Agents
Guest name and surname
Guest address and telephone number
Company affiliation (if applicable) Expected arrival date
Planned departure date or length of stay
Required room rate Required room type
Room number
Method of payment
Special requests
Signature
Session on Front office Operations; Reservation Form, Group Reservation ,cancelation Process, confirmation, Arrival, Reception and check in, check out Process.
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Front Office Accounting
Basics of Front Office Accounting
Types of Accounts
Types of Folios
Types of Postings
Types of Vouchers
Accounting Terminologies
Accounting System
Credit Monitoring
Floor Limit
Credit Limit
House Limit
Front Office Accounting Cycle
Stages of Settlement
Internal Audit
Handling Cash Float
Types of Transactions
Introduction to Reservations Department
Role of Reservations
Modes of Reservation
Sources of Reservation
Types of Reservation
Amendment Policy
Cancellation Policy
Functional Areas of the Hotel
Inter-departmental Relationship
Front Office
Housekeeping
Food & Beverage Service
Food Production
Engineering
Maintenance
Information Techonology
Accounts
Finance
Security
Human Resources
Sales & Marketing
Front Office Hierarchy
Sub-departments of Front Office
Front Office Organizational Structure
Reservations
Front Desk
Bell Desk
Telephone Operator
Business Center
Concierge
Travel Desk
Guest Relation
Retail Stores
Qualities of Front Office staff
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
Front Office Sales & Marketing
Introduction to Marketing
Role of Front Office
Core Concepts of Marketing
Marketing Management Philosophies
Market Mix
Relationship between Front Office & Sales & Marketing
Market Segments
SMERF
Market Segment Strategies
Importance of Market Segments
Selling Techniques
Guest Satisfaction
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Important Terminologies
Business Traveler
Leisure Traveler
FIT, CIT, GIT, SIT, Group Traveler
Purpose of visit, Guest preference
On the basis of Purpose of Visit
On the basis of Size
On the basis of Origin
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
Ethnobotany and Ethnopharmacology:
Ethnobotany in herbal drug evaluation,
Impact of Ethnobotany in traditional medicine,
New development in herbals,
Bio-prospecting tools for drug discovery,
Role of Ethnopharmacology in drug evaluation,
Reverse Pharmacology.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
3. •It is the last stage of the guest cycle
•Departments involved are Front Desk &
Bell Desk
•Outstanding guest balance is cleared
•Room status information is updated
•Guest history card is created
4. ●Done efficiently when the guest is in the hotel
●Payment can be done by cash, credit card or both
●MOP to be collected at the time of booking
●This quickens the check out process
●Prior information helps in verification of credit card
●Enhances hotel’s ability to collect outstanding balance
SETTLE GUEST ACCOUNT BALANCE
5. ●Information needs to be updated that the guest has
checked out
●Housekeeping department is informed of the departure
●Housekeeping cleans & readies the room for inspection
●Front Office must maintain exact occupancy to maximize
the sale
●Housekeeping status must be updated accurately & quickly
UPDATE ROOM STATUS INFORMATION
6. •Collection of personal and financial data
•Contains data related to the guest who stayed
•Helps to better understand the guest
•Helps to better understand the guest trend
•Provides a base to strategic marketing
•Manually created using Registration Card
•In PMS, stay details are automatically updated
•Preferences need to be updated manually
GUEST HISTORY RECORDS
8. MANUAL SYSTEM
•Handwritten forms
•Reservation Index Cards
•Registration Cards
•Time Stamp
•Room Rack HK status of each room
•Voucher from each POS
•Charges handwritten to folios
•Cross check of folio charges to voucher and
verifying during night audit
9. •Challenge is to ensure that charges reach
front office before check out
•Ask guest to visit again
•Housekeeping & POS informed about the
departure
•Room rack is updated with vacant status
•Arrival register is updated
•Departure register is updated
•Guest history card is updated & stored
MANUAL SYSTEM CHECK OUT PROCESS
•Challenge is to ensure that charges reach
front office before check out
•Timely communication, prompt response
& updating documents is required
•Bell boy is sent to the room for luggage &
room check
•Departure errand card is filled by the bell
boy
•Departure notification slip is sent to all the
Point of Sale
•Last minute expenses to be added to the
account
•Guest comes to the lobby, surrenders key,
verifies bill
•Final bill is settled
10.
11.
12.
13. SEMI-AUTOMATED SYSTEM
•Handwritten & machine produced forms
•National reservation network
•Pre-registration activities
•Density board is blocked with reserved
rooms
•Registration card is printed
•Room rack is updated with housekeeping
status
•Vouchers received from POS
•Posting machines records charges to guest
folio
•Cross check folio charges to voucher &
verify during night audit
14.
15. AUTOMATED SYSTEM
•Equipped with software
•Online credit card authorization terminals
•Electronic guest folios
•Electronic posted guest folios
•Process continuous debit & credit entries in the
guest account
•Automatically produces bills
•Create guest history records
16. •Final bill is presented to the guest for
signature & approval
•Payment received as per the pre-agreed
mode
•Luggage out pass is issued
•Departure is communicated to HK
•Front Office records are updated
automatically
•In house occupancy list
•Room status
•Guest history card
AUTOMATED SYSTEM CHECK OUT PROCESS
•Computers are used in all departments
•All computer are connected to each other
•Automatic transfer of data
•Faster, accurate & efficient system
•Bell boy transfer luggage & inspects room
•Departure is communicated to all POS
through network
•Credit transactions updated automatically
20. CONCERNS AT CHECK OUT
UPDATED & ACCURATE ACCOUNTS ARE IMPORTANT
Guest’s point of view
•Need accurate & latest information anytime during stay
•Need quick & speedy service; less waiting time at check out
•To avoid disputes & discrepancies at check out
Hotel’s point of view
•Provide accurate information anytime during stay
•Avoid misunderstanding, disputes & losses to hotel
•Ensure speedy check out & less waiting
•Reassure guests of efficiency & accuracy in accounts
•Minimize losses or inconvenience of late charges to follow
up
21. PRIORITIZE AND ORGANIZE
WORK
•Check all expected departures to
manage staff accordingly
•Prepare documentation in advance
helps in identifying account errors &
rectification before check out
•Know names and room numbers for
personal touch
•Deal with one account at a time
•Ask for assistance if there is too
many people lined up
•Secure storage of all accounting
information
•Secure PMS accounts applications
•Avoid inaccurate transactions
•Do not make mistakes in billing
•Keep guest information confidential
•Always sign out while leaving the work
desk
SECURITY CONCERNS
(FO STAFF)
22. CHECK OUT PROCESS
•Use guest name & greet with smile
•Confirm name & room number
•Ask about how the stay was
•Check departure date
•Other departments to be informed
about early departure
•Check if any LCO charges to be
applied
•Check for any last minutes
consumption charge
•Handover the guest folio/ master
folio to the guest
•Complete the settlement of accounts
•Collect the room keys, empty safe deposit
locker
•Check if any HK items have been returned
•Offer assistance of bell desk for luggage
•Ask if they would like to make any future
reservation
•Update the room status in PMS
•Own accounts/ Individual accounts are
settled by guest directly- Currency notes,
travelers cheque, credit card etc.
•Company accounts are settled by
companies & TA’s city ledger (voucher email
for guarantee)
23. TRAVEL
AGENT
VOUCHER
DIRECT BILLING
OR BILL TO
COMPANY (DB/
BTC)
PERSONAL
CHEQUE
CREDIT
CARDS
LOCAL CURRENCY, FOREIGN
CURRENCY, TRAVELERS
CHECQUE, DEBIT CARDS
CASH PAYMENT
MODES OF
PAYMENT
24. CASH TRANSACTIONS
•Full payment will zero out the balance at check out
•Balance will be refunded if there is credit balance
•Balance will be collected if there is debit/ outstanding
balance
•Guests whose MOP is cash need to provide advance
deposit
•Guest goes on NO POST if no deposit is provided
•POS cannot post charges in the guest account id the room
is on No Post
25. Local Currency Procedure
•Count the cash in front of the guest
•Take time to ensure accuracy
•Keep the amount given, outside cash drawer until
transaction is complete
•Keep cash with bills separated by denominations
•Count the change out loud
•Change, receipt or voucher to be given to the guest
•Follow one transaction at a time procedure
26. Foreign Currency Procedure
•Foreign Exchange Management Act
(FEMA)
•Hotel has to get authorized from RBI
•Only Front Office department is
authorized to accept foreign currency
•Accepted only for in house guest
•For NR guest, approval/ authorization
need to be obtained
•License is required to sell foreign
currency
•Balance can be returned in foreign
currency only if the hotel has a license
•To exchange, confirm room number &
passport details
•DM to be contact for NR guest foreign
exchange
•Mostly notes are accepted, not coins
•Check the current exchange rate in the
system
•Calculate bill or folio charges in foreign
currency then accept the same
•Calculate amount to be returned in
local currency
27.
28. Foreign Currency Procedure
•Foreign Currency Encashment Certificate to be filled with details like
•Amount received, exchange rate, local currency amount returned,
passport etc.
•Original copy to be given to the guest
•Second copy to be attached with notes
•Third copy left in the books for records
•Cashier report/ cash sheet to be updated
•Guest to sign the transaction folio for proof
•Foreign Currency Control Sheet to be filled
29.
30. Travelers’ Cheque
•Internationally accepted cheque in specific
currency
•Can be exchanged elsewhere for local
currency
•Issued by various banks in various
denominations
•It is as good as cash
•Safe & avoid risk of carrying cash in large
amounts
•Bank charges commission/ handling charges
•Only the travelers cheque holder can get in
encashed
•Could be time bound or without expiry date
•Buyer has to sign the travelers cheque in
presence of the bank manager
•Counterfoil- Serial number, date issued,
amount, signature of bank authority etc.
•Loss or theft- file a FIR and inform the bank
with counterfoil
•If not encashed, bank will payback the
money
•Receipt issued while buying the cheque
should be kept safely
31.
32. Travelers’ Cheque Procedure
•Should not be changed or damaged in any way
•Identity should be confirmed and cross checked
•Counter sign to be taken on travelers cheque and match with the
original one
•If it is already signed, ask the guest to sign again
•Always check the exchange rate
•Encashment certificate to be signed by the guest
33. Credit Card Transactions
•Credit card and debit cards are also called as plastic money
•Credit cards came into existence in 1930
•Issuing institution gets commission & fee from shops, hotels
and cardholders
•Front side contains credit card holder’s details, credit card
number, expiry date
•Back side contains magnetic strip
•EDC (Electronic Data Capture) and EFTPOS (Electronic Fund
Transfer at Point of Sale)
•Credit card have charging limit called Floor Limit
•Bills are settled on monthly basis
•If not paid on time, it can be paid later with higher rate of
interest
39. Direct Bill or Bill to
Company
Travel Agent Voucher
OTHER
MODES
Personal
Cheques
Demand
Drafts
Combined
Settlement
Methods
Online
Payments &
UPIs
40.
41. LATE CHECK OUT
•Check out time should be confirmed
with the guest at check in
•Standard check out time should be
conveyed at check in
•Check out time should also be written
on RC & room key
•Hotels charge late check out charges
•LCO should be confirmed at check in
stage
•Standard time is set so that the room
get ready on time
•Guest can keep luggage in the luggage
room
•Front Office staff also confirm the LCO
charges, if any
•It’s a loss of revenue if the guest does
not pay LCO charges
•Rooms don’t get ready on time for
arrivals
•Arrivals have to wait for check in
42. LATE CHARGES
•Charges posted after the guest has checked out
•Individual department did not post it or forgot about it
•Restaurant, telephone, room service, minibar, etc.
•Doesn’t usually happen when PMS & POS are interconnected
•Majorly happens with manual postings
•Front Office usually follows up with the guest
•Transactions to be posted at the same time of consumption
•Front Office should check their area & PMS for any unposted charges
•Ask the guest for any last minute consumption
WHAT IS A PM ACCOUNT?
43. CITY LEDGER
•Handled by back of the house accounts/ finance team
•Also called as house ledger
•Accounting method for tracking non-guest transactions
•Companies or travel agents who have credit facility with the hotel
•Skippers
•Disputed bills
•No show retention
•Late check out charges for the guest who left before the charges could get posted
•Any pre-payment or advance deposits
WHAT IS A BILLING POLICY?
45. •Settling the bills in prior to the actual check
out date
•Mostly done a night prior to the actual check
out date
•The final bills can be slipped under the door
•The guest can also directly approach the
front desk to settle
•Early Check Out saves time and avoids delay
•Guest just signs the early check out forms &
authorizes the front desk to charge his credit
card
•Front office will charge the credit card, take
signature on the slip
WHAT IS EXPRESS CHECK OUT
PROCEDURE?
EXPRESS
CHECK OUT
46. •Only fully automated hotels have this facility
•Check out machines are interfaced with
the PMS
•The machine is usually like a ATM
•Some hotels also have a audit & video
facility
•Only credit card transactions are
allowed
•Guest checks the folio & inserts the
credit card
•Credit card gets charged for the specific
amount
•Account statement is printed and
dispersed
•Room status gets updated
automatically in PMS
•Guest history records is created
automatically
https://youtu.be/HniXEyMGESI
SELF
CHECK OUT