Lesson 10: HANDLING AND PERFORMING THE CHECK-OUT (DEPARTURE) PROCEDURES Guest check-out can indeed be a time of confusion,

short tempers, and long lines, a test of the patience of both the guest and front office cashier. Think of the last time you checked out of a hotel. How did it go? Was the cashier courteous and hospitable? If not, were you angry because of his or her indifference? Always remember what it is like to be a guest. It will serve you well throughout your career in the hospitality industry. The checkout process is not a difficult procedure to understand and to implement; however, it does require planning in order to organize the details of this part of the guests stay. Below are the standard operating procedures in handling and performing guest check-out: 1. Greet the guest. 2. Open guest account in the PMS. 3. Get the guest folio in the guest folio rack/tray of in-house guest. 4. Update guest account for possible unrecorded or late charges (minibar, F&B) 5. Print the guest's bill and ask the guest to pay. If guest has a credit card verification copy in the guest folio, ask the guest if he/she wants to pay the room with his credit card or in cash. If guest is on cash basis and room/accommodation has been prepaid upon check-in, check for incidental charges. 6. Check-out guest in the PMS. 7. The front office cashier may request guest for feedback using a guest satisfaction survey. 8. Call bell service for luggage assistance. The guest may request luggage assistance before, during or after check-out. 9. Ask guest if there is anything else you can help him/her with. 10. Thank the guest for choosing your hotel.