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Guest check out
- 1. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest Checkout
- 2. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 3. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 4. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 5. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 6. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 7. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 8. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 9. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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)
- 10. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 11. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
Establish as an option prior to the need of this option
Phone number and address of nearest Travelers Aid
Society should be posted for front desk clerks’
reference
- 12. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
Auto clubs
Establish as an option prior to the need of this option
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#
- 13. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 14. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
Filing documents
Need to properly file paperwork (folios,
transfers, paid-out slips, etc.) with
regard for the night audit preparation
- 15. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 16. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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)
- 17. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 18. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
Guest checkout procedure (cont’d.)
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
- 19. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 20. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 21. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 22. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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
- 23. Copyright © 2007 by John Wiley & Sons, Inc. All
rights reserved
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.