Check-Out and Account Settlement 7

Case Study: “Accounts Receivable at the Montrose Hotel”

Points for Instructors

1. Identify which departments must be involved in the actual problem resolution.
The departments to be involved in the problem resolution include the front desk, sales, accounting, and food
and beverage.

2. Write an action plan describing what each department must do to resolve the problem. Be sure to
include employee training, updating departmental procedures and specific accountabilities for ensuring
the work is done properly.
Elements of the action plan should include training employees, tightening check-in and posting procedures,
ensuring credit card verification, and other tasks. Assigning responsibility in the action plan is also important.

3. Since the front office computer system is not scheduled to be installed for some time, what can hotel
management do now, with what they currently have to work with, to resolve the guest comment card
complaints?
Ways to reduce or eliminate the guest comment card complaints should draw on the students’ general
knowledge of front office operations based upon this text and possible experience. Look for practical answers.