SHANGRI-LA HOTEL QARYAT AL BERI

STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Spa Service

Task: Check Out Procedures Task No: 14B OJT Hours:

INTRODUCTION

Objective : To ensure that the guests experience consistent service regarding billing procedures.
Need : In order to make the billing process aligned with the hotel procedures.
Interest :

Training Aids / Equipment: Micros System

TASK BREAKDOWN MINIMUM STANDARDS TRAINER’S NOTES

1. Advance Settlement Check-out
2. Group Spa Billing / Check Out
 Post the Health Club charge manually or thru
Opera system
 For multi-day package ensure that the charges
where not duplicated
 In order to be accurate in posting the bills it is
recommended not to post the charges manually
whenever possible
 Obtain full credit from the guest and settle the
bill thru Opera System
 Inform the guest that they may add service or
products at any time
 If billing instructions from the group leader
differ from those in the correspondence, a letter

Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb

Designation: Signature: Designation: Signature:
Health Club Recreation Date: Resident Manager Date:
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Spa Service

Task: Check Out Procedures Task No: 14B OJT Hours:

of authorization should be obtained from the

group leader and attached to the group’s master
folio upon check-out
 Check the master folio according to instructions
 Obtain full settlement from individuals for their
incidental charges as per agreement
 All copies of charges detailing guests name,
date, service which have been transferred to the
master folio, must be provided to the respective
sales employee
 If any member wishes to have additional
services over and above the inclusions of the
master account, obtain new billing instructions
and room number through liaison with the guest.
Ensure that the guest understand what is not
covered by the master account.
3. Account Settlement by Credit  For account settlement by credit
 Post the charges thru Opera System card procedures please refer to
Card Credit Card Manual Instructions
 For credit card we are accepting Visa card,
Master card, American Express and JCB.
 If you see “Not Authorized” in the credit card
machine it means that the transaction for this
amount can not be approved, try to lower the
amount and take the remaining in cash or return
the card to the customer

Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb

Designation: Signature: Designation: Signature:
Health Club Recreation Date: Resident Manager Date:
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Spa Service

Task: Check Out Procedures Task No: 14B OJT Hours:

 “Pick Up Card”, meaning the card is hot listed.

Keep the card and return to the Authorization
Center
 “Referred”, this means that POS will request for

approval code. If this happened call the

4. Cash Deposits / Payments authorization center (02-)

 Post the charges through the Opera System

 Make sure there is no double posting
 Settle the bill through Micros and give one copy
5. Room Charge of the receipt to the guest.

 Post the charges through System

 Make sure there is no double posting
 Post the bill to the specific room and print one
copy of the receipt, ask the guest to sign the
receipt for security purposes.

Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb

Designation: Signature: Designation: Signature:
Health Club Recreation Date: Resident Manager Date:
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Spa Service

Task: Check Out Procedures Task No: 14B OJT Hours:

Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb

Designation: Signature: Designation: Signature:
Health Club Recreation Date: Resident Manager Date:
Manager