3. WARM UP ACTIVITY:
Create script for the following scenario and Act it infront
of your class?
1. A Customer was not satisfied with the service and
wants to talk to a Manager.
2. The front desk officer found out that the number of
persons declared is more than what the customer
reserve and its more than what the room can
accommodate.
3. The customer claims that you are incorrectly charging
him for something he didn't took advantage of before he
check out.
4. One of your staff told you that he noticed a guest is
most likely to skip regular check out because his room is
already empty.
4. DEPARTURE PROCEDURES
Checkout- act of leaving the room,
surrendering the room key, and paying the
bills on or prior to departure .
Departure- communicated date and time
that guest expects to leave in the hotel.
Departure list- front office report off all
guest expected to leave during the day.
Extended stay- guest who stays longer
beyond the original date of departure.
5. CHECKOUT PROCEDURES
Preparing for guest departure is as important as to
welcoming the guest upon arrival. Guest should not
wait too long upon requesting for checkout because
he or she might have important appointment to
attend after the stay. The best way for the
receptionist to manage the expected guest
checkout is too keep informed through looking at
the departure list that is automatically generated on
the PMS. Using the departure list, the receptionist
can determine the number of guest expected to
depart during the day as well as predict the times to
become very busy. Below is an example of a
departure list.
6. No. Guest
name
Arrival
Date
Departure
Date
Time Room
number
Room
type
Rate
code
1 Mr.Noel
Tamayo
Mar-10-
2016
Mar-13-
2016
09:00 305 Single
Deluxe
LB
(Bed,
Breakfast
2 Mr&Ms.A
riel Sy
Mar-11-
2016
Mar-13-
2016
15:00 106 Superior LB
(Bed
,breakfast
3 Ms.
Annie
Nacer
Mar-12-
2016
Mar-13-
2016
09:00 307 Single
standard
LB
(Bed,
Breakfast
4 Mr.Roy
Angeles
Mar-11-
2016
Mar-13-
2016
08:30 409 Single
standard
RO
(Room
Only
5 Mr.
James
Co.&
Ms.Rita
Espirutu
Mar-11-
2016
Mar-13-
2016
09:30 210 Double
standard
RK
(Rack
Rate
7. CHECKOUT OR DEPARTURE
The following are general procedures for the
receptionist in attending to guest’s request for
checkout.
1.Greet the guest requesting for checkout You may
ask the guest about how he or she feels during the
stay.
“Good morning Mr. Tamayo How was your
experience in staying at the hotel?”
2.Check for any mail, package and any of his or her
belongings inside the safety deposit box.
3.Acces the guest account on the PMS and post
any remaining charges to the folio.
8. 4.Ask the guest about any addition
charge.Check if these are already
reflected on the guest’s folio.
“Did you avail of any items in the
minibar or made any calls last night or
early this morning Ma’am or Sir?”
5.Print the folio and let the guest verify
the entries. Explain the account to the
guest with all courteousness and clarity.
“Here is your account, Mr.Tamayo.
Kindly verify if all entries are correct”.
9. 6.Ask guest about the preferred method
of payment for processing.
7.Take the key or keycard from the
guest.
8.Update room status information for
the house keeping.
9.Inquire about possible future
reservation’s from the guest and
coordinate the request reservation officer.
“ Should you have plans in the future
to make reservation’s in this Hotel, Mr.
Tamayo? Please let us know.
10. 10.Initiate assistant to anything that the
guest may need with his or her departure.
11.Give warm thanks and farewell.
“Thank you for staying at RFV HOTEL.
We hope to see you again. Have a safe
trip!”
12.Communicate guest’s checkout to all
other department’s by printing a departure
notification slip.
13.File all folio related documents in
preperation for the night audit.
11. CHECKOUT OPTIONS:
Guest who opt to avoid physically requesting for
checkout at the front desk during peak hours may
use the some hotels property for other checkout
options. Note that these alternatives can only be
possible for credit cards mode of payment.
1.Express checkout
During registration, the front desk officer
introduces the facility to the guest and may require
accomplishing the express checkout form that gives
authority to the front office to transfer the guest’s
outstanding balance to credit card voucher.
12. A copy of express checkout slip is given to the
guest explaining that he or she must wrap the room
key to the slip and drop it to the express
checkout box located at the lobby upon checkout.
One day before the day of departure, the copy of
the bill will be sent to the guest room with the
attached express checkout(ECO)sticker.
2.Self –checkout
Through a self –checkout machine automatically
updates room status and creates guest history
record. It lets the guest monitor every charge
posted in his or her folio and prints the account
statement.
13. PROCESSING GROUP
DEPARTURE
The following procedures must be done by the
receptionist in processing checkout:
1.Issue the departure notification slip to various
departure.
2.Access the master account in the PMS and post all
remaining charges,
3.Print the master folio and individual folio (if
any)and let the group leader verify the account.
4. Through the help of the group leader, bill payments
are collected from individual guests.
5.Process the account payments.
14. 6.Room keys or key cards are
handed back to the front desk
after bell desk clearance.
7.Ask the group leader for any
departure assistant.
8.Bid the guests farewell.
15. PREPARING FRONT OFFICE RECORDS AND
REPORTS
ASSESMENT CRITERIA
1.Front office records are prepared and updated
within designated timelines.
2.Establishment policies are followed with regard to
room changes ,no shows, extensions, and early
departures.
3.Reports and records are distributed to the
appropriate departments within designated time
lines.
16. UPDATING OF FRONT OFFICE
RECORDS
TECHNICAL TERMS
Demographic variables-factors associated to
guest characteristics and social status including
age, gender, marital status , education ,nature of
work, income, among others.
Late charges-pertains to charges that are not
included to the printed bill during account
settlement because guest transactions were
rendered late after the preparation of bill
No show-guest with reservation fail to show up
during the expected time of arrival
17. Skipper- term for guest who does not have
intention to pay his or her account charges and
undergo proper checkout procedure.
UPDATING FRONT OFFICE RECORDS
As discuss in the earlier lesson, the front desk
officer maintains various record and ledgers that
need to be updated during the checkout
procedures. There are methods of settlements
particularly through credit card, direct billing, and
special program payments that requires transfer
to the outstanding balance from the guest ledger to
the non guest ledger or called the city ledger. This
means that the responsibility for collecting
remaining balances from the guest will not be
handled anymore by the front office but the hotels
accounting department.
18. Here are some of the usual sub- accounts under
the city ledger in reference with vouchers generated
from various hotel departments .
Credit card billing-account for receivable
payments from the credit card company
Direct billing- account for receivable payments
from the guest or company personal back account
No show billing-account for receivable payments
from guests with guaranteed reservation yet did not
show up
Late charges- account for receivable payments
from guests who incidentally incurred unpaid
charges after checkout
Skipper- account for guest who did not settle
payments or did not undergo proper checkout
procedure.
19. Disagreement – account for guests who refuse the
settle part or full payments of the bill because of
sought discrepancy.
Returned check- account for guests who issued
personal check and bounced back after the
departure
Special program-account for receivable payments
from guests with special payment.
20. WHAT IS ACCOUNTS RECEIVABLE?
Accounts receivable
(AR) is the balance of
money due to a firm for
goods or services
delivered or used but not
yet paid for by
customers. Accounts
receivables are listed on
the balance sheet as a
current asset. AR is any
amount of money owed
by customers for
purchases made on
credit.
21. Prior to all other departure activities, front desk
officer should print the departure notification slip
and send it to the concerned department to notify
them about the guest departure in order to avoid
the posting of late charges to the guest account.
The room status information is also updated on the
PMS to inform the housekeeping department of
their room tasks.
Guest history record- preparing an updated guest
history records is the final task that a front desk
officer should accomplish the departure procedure.
The guest history record is a PMS property that
keeps record of guest who had reserved rooms in
the hotel in the past. The data is used as a factual
basis for planning the appropriate marketing
strategies and analyzing the characteristics of the
guest.
