The document discusses check-out and account settlement procedures for hotels. It outlines the key functions of resolving outstanding balances, updating room status, and creating guest history records. It describes departure procedures such as verifying charges and payments. Methods of settlement include cash, credit cards, and direct billing. Guest history files help hotels understand guests and are used for strategic marketing purposes. The check-out process supports marketing through tracking guest data and making future reservations.

1. © 2005, Educational Institute
Check-Out and
Account Settlement
DESINGED BY,
MR. SUNIL KUMAR,
LECTURER

2. © 2005, Educational Institute 2
Competencies for
Check-Out and Account Settlement
1. Identify functions and procedures related to the
check-out and settlement process, including
departure procedures and methods of settlement.
2. Describe express check-out and self check-out
procedures.
3. 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.

3. © 2005, Educational Institute 3
Check-Out/Settlement Process
• 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. © 2005, Educational Institute 4
Departure Procedures
• Inquire about additional, recent charges
• Post outstanding charges
• Verify account information
• Present the guest folio
• Verify the method of payment
• Process the account payment
(continued)

5. © 2005, Educational Institute 5
Departure Procedures
• Check for mail, messages, and faxes
• Check for safe deposit box or in-room safe keys
• Secure the room key/keycard
• Update the room’s status
• Inquire about the guest’s stay and experience
• Ask the guest to complete a guest satisfaction survey
(continued)

6. © 2005, Educational Institute 6
Methods of Settlement
• Cash payment in full
• Credit card transfer
• Direct billing transfer
• Combined settlement methods

7. © 2005, Educational Institute 7
City Ledger Accounts
• Credit/debit card billings
• Direct billings
• Travel agency accounts
• Bad check accounts
• Skipper accounts
• Disputed bills
• Guaranteed reservations accounts
• Late charges accounts
• House accounts

8. © 2005, Educational Institute 8
Account Aging
• 30 days—current
• 60 days—overdue
• 90 days—delinquent

9. © 2005, Educational Institute 9
Guest History Files
• Help managers understand their guests
• Help managers determine guest trends
• Creating the guest history record one of the last steps
in the check-out and account settlement process
• Help hotels provide better guest service
• Marketing and sales division uses them to create
mailing lists
• Help managers determine the geographic distribution
of guest addresses, which helps in advertising efforts

10. © 2005, Educational Institute 10
Marketing Follow-through
at Check-out
• Tracking guest stays for frequent-guest
reward programs
• Asking guests about their stays
• Making reservations for departing guests (for
the next stop on their current trip, or for future
trips)