CREDIT UPON CHECK IN

FRONT OFFICE PROCEDURE MANUAL / GUEST SERVICE

WHAT HOW WHY

The hotel financial controller should put the guidelines To ensure that sufficient coverage was
for the amount to be calculated and credited upon check taken to protect the hotel from potential
in skippers and loss of revenue.

Cash  The deposit in cash must cover the guest’s entire Should the guest spend more than what is
stay including room rates and extras.(75$ / night) expected.NP won’t allow any additional
100$ for middle east hotels) posting from outlets Micros.
 The FOM most monitor on daily basis the
possibility of putting NO POST in the profile
 Night auditor needs to check We can always mention to our guests
 only if authorized by the FOM VIP's and certain that a credit upon check in is to make
regular guests may not be required to leave a their check out easier and faster.
deposit
 Should the guest be unable to leave cash deposit
consult the Shift leader.

Cheque  We don’t accept any Company or personal Unless approved by the FC

cheques.
Failure to do this will p o s s i b l y result in the cheque
not being processed by our bank and the relevant
cashier declared short for the amount of the cheque !

 For Travelers Cheques See Traveler Cheques

Policy.
See Travel agency voucher and city
Voucher  The reservation should be made prior to arrival. ledger settlement procedure
On arrival check that the number of nights
m a t c h e s the ones in the booking. Verify what
the voucher is covered for (i.e. Accommodation +
VAT…). Always take a guarantee for the extras
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(app 100$/day) with a credit card or in

 Check also that the information in Remarks cash.
corresponds with what is written on the voucher If no Fax either, put a trace or tell your
and that the Routing has been set correctly. shift leader. In that case we will have to
call the travel agency.
 In case guest doesn’t have any voucher, check if
we have received a reservation fax and attach this
fax to the registration card as back up.
Some are not accepted by the hotel
Credit Cards See credit card settlement

 Only the approved credit cards as listed in the

system are acceptable as means of payment. You
need to swipe them trough at check-in in order to
insert them into the system. If not available then do it over the phone
manually. (Depends on your country
Authorization rule:  Swipe the credit card on the C.C.M machine policy)
“Amount” will display on the screen. Put the appropriate
amount you need to block (make sure you always have
two digits after the points) then press F1 to process the
pre-authorization when “VAL” will be displayed press
VAL to confirm the pre-authorization. This usually occurs when we are
asking for large amounts. We need to
PROBLEMS WHICH MAY  Once a card has been swiped you may read on the call the card issuer and ask them for
OCCUR: screen to contact the card issuer by phone. authorization over the telephone.(Visa,
When contacting them, you will have one of the Amex,…)
following:
a) They will give you an approval code: write it
down in Special Field and the amount request
b) Might ask for more details, i.e. passport number,
address, length of stay, name of guests’ bank.
They will then fax the guests’ bank and get back
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to us with a code later in the day Avoid using the word DECLINED.
c) Tell us the card is declined. Try to be diplomatic and do not
embarrass the guest at any time.
WHEN A CARD IS DECLINED:  Unfortunately, this can happen on the desk. Ask
the guest in a discreet way "Sorry, I'm having
difficulty getting authorization on this card. Would
you happen to have another credit card which I can
use?" (or at least his passport as a guarantee
without letting him feels)
If the guest does not have another credit card:
a) Ask for a cash deposit
b) If he has no cash, inform the Shift Leader.
c) Do not let the guest up to his room without
sufficient coverage for payment
This document need to be signed by the
THIRD PARTY PAYMENT: When another guest or a non-resident pays for person who is paying for someone
somebody staying in the hotel, a Third Party Payment else’s room, it covers the hotel for
Routing form (third party payment Authorization Form (Registration background) has to be any billing problem.
authorization form) filled out.
The document specifies what the person is paying for
(room only, full account, extras only…), who he is Have the 2 parties signing for
paying for and the method of payment. The credit card acknowledgment
number has to be copied on the Sanction Form.
Put also a note in the remarks field of the guest Should the guest exceeds his credit limit
during the stay, the Duty manager
Attach one copy of the Third Party Payment Form on should try to contact the guest and
the reg. card of the one who is paying and one copy explain to him, that the need to cover the
t o be attached on each of the reg. cards of the guests credit is to offer a better service upon
he is paying for. check out and to have a smooth
The original has to be filed in the reservation folder departure.
under the Name of the guest who is paying.

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IMPORTANT:  The FOM can de-activate the room key To avoid any embarrassment, get the
Key blocking (deactivation) (discretely), and insert NO POST in the guest credit covered, ensuring that the guest
profile should he feels that the guest is not never knows that the key was blocked
responding. for this reason.
 when the guest comes to the reception, DM or
FOM must take the guest aside and explain to
him the situation

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