Guest check out

Copyright © 2007 by John Wiley & Sons, Inc. All
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Guest Checkout

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Chapter 9 Focus Points
 Organization of late charges to produce an
accurate guest folio
 Procedures necessary to perform the guest
checkout
 Transfer of guest accounts to the back office
 Checkout reports available with a property
management system
 Guest Histories

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Organizing Late Charges to Ensure Accuracy
 Review financial significance of assembling
late guest charges (refer to Table 9-1) p. 238
 Importance of POS/PMS interface with other
departments that aid in accurate and
complete processing of late charges

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Guest Checkout Procedure – p. 239
 Inquiring about quality of products and
services
 Relay of problem areas to various departments
 Retrieving the room key
 Discuss this important part of the checkout
process
 Guest security
 Cost involved in replacement of hard keys

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Guest checkout procedure (cont’d.)
 Retrieving and reviewing the electronic folio
 Procedure to retrieve electronic folio
 Empowerment concepts
 Importance of reviewing the electronic folio
 Room and tax for number of nights spent
 Incidentals
 Inquiry for late charges

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 Note on In-room guest checkout
 Procedure for the guest to use in-room guest
checkout
 Guest views a final version of the folio of television
set
 Front office prepares a hard copy of folio and
delivers it to guest’s room early in the morning
 Credit card imprint made at time of
registration is used to process charges

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 Guest determines method of payment
 Credit cards
 Review various types of credit cards
 Bank – Visa, MasterCard, JCB
 Commercial – Diners Card
 Intersell – Hilton Honors Card
 Procedure to suggest to the guest to use a certain
credit card with a lower discount rate for the hotel
 Procedure to process a credit card as listed in
chapter

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 Bill-to-account (direct billing)
 Concept of direct billing
 Concept of house limit of credit
 Procedure to process direct bill as listed in chapter
 Cash and personal checks
 Cash option is not favored
 No credit rating has been established
 Procedures to process a cash payment and
personal check as listed in text

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 Traveler’s checks
 Tips on accepting traveler’s checks
 Ask for proof of identification
 Guest signs in presence of cashier
 Compare signatures
 Check list of traveler’s check numbers
which are non-negotiable (procedure to
process traveler’s checks are identical to
cash method)

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 Debit cards
 Debit card is a card that authorizes the
hotel to deduct money directly from the
guest’s checking or banking account in
payment of a bill
 Float is a delay in payment that allows
the guest to charge now and pay several
days later

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 Assisting the guest with method of payment
 Money wire
 Establish as an option prior to the need of this option
 Phone number and address of nearest money wire
center should be posted for front desk clerks’
reference
 Travelers Aid Society
 Phone number and address of nearest Travelers Aid
Society should be posted for front desk clerks’
reference

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 Auto clubs
 Phone number and address of nearest club should
be posted for front desk clerk’s reference
 International currency exchange
 Wall Street Journal
 Method used to convert international currency into
native currency as listed in text p. 248
 Web site daily international currency
http://www.x-rates.com/calculator.html#

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 Obtaining future reservations
 Procedure to follow in obtaining future
reservations as listed in text p. 249
 Employee training program to learn this
procedure
 Incentive program for employee motivation

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 Filing documents
 Need to properly file paperwork (folios,
transfers, paid-out slips, etc.) with
regard for the night audit preparation

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 Relaying guest departures to other
departments
 Housekeeping and front office communication
via the PMS
 Guest departures
 Stayovers
 Room availability status
 Other details as they occur

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Relaying guest departures to other departments (cont’d.)
 Food and beverage department, gift shop, and other
departments and front office communications
 Guest’s checkout to prevent him or her from charging to folio
 Personal efforts of staff to make the communication system
work
Removing guest information from the system
 Guest data removed and stored for future processing –
financial and marketing
 “Sleeper” – rooms that appear to be occupied but are in reality
vacant – financial implications (note: checkout in a PMS
automatically deletes the guest from the database and the call
accounting system) (refer to p. 196 in text)

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 Transfer of guest accounts to back office
 Role of the back office in the accounting
process
 Provides a billing service for bill-to-accounts
 Monitors the accounts receivable process for credit
card receivables and aging accounts
 Allows for adjustments and transfers to guest
accounts

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 Checkout reports available with a property
management system
 Figure 9-3 (Method of Marketing Analyses
Payment) p. 251
 Figure 9-4 (Room Sales Report) p. 252
 Figure 9-5 (Room Status Report) p. 252
 Figure 9-6 (Understay Reservation Report) p. 252

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Guest Checkout Procedure (cont’d.)
 Guest Histories
 A listing of guests’
geographic and
demographic information
and guest activities
during their stay
 Components
 Obtained from
reservation forms and
registration cards:
 Business affiliation
 Date of arrival
 Date of departure
 Length of stay
 Zip code
 Telephone exchange
 Method of arrival
 Type of room and
amenities requested

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Uses of Guest History
 Zip code provides geographical indicators of people
who have tried your products and services
 Match with media used for advertising
 Demographics (age, sex, income, occupation,
marital status, etc.)
 Psychographic (life style)
 Group sale contacts
 Corporate client needs for meeting space
 Origin of reservation from certain travel agents

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Uses of Guest History (cont’d.)
 Origin of reservation from certain
administrative assistants or secretaries
 Advertising methods used to obtain sales
(refer to Figure 9-7) p. 254
 Frequency of visit (refer to Figure 9-8) p. 255
 Type of rooms frequently requested
 Acceptability of room rates
 Occupancy patterns for scheduling personnel

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Last Impression of the Hotel
 Front desk staff opportunity to advance
previous efforts of marketing and operations
staff members for further relationships
 Marriott’s At Your Service®
- local weather
reports, information on airport shuttle

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In-class assignment
 Choose any question at the end of the
chapter. Write the answer. Discuss with the
person sitting next to you. Hand in your
response at end of class today.

Guest check out

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