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WEEK 10

CHAPTER 9: GUEST CHECKOUT

Guest checkout can be a time of confusion, short


tempers, and long lines, a test of the patience of both
the guest and the cashier.

The objective of the checkout process is to process the


guests request for settlement of his or her account as
quickly and efficiently as possible

- Organising Late Charges to Ensure Accuracy


- phone charges
-F&B
GUEST CHECKOUT PROCEDURE

1. Guest request checkout


2. Desk clerk inquires about quality of products and services
3. Guest returns key to desk clerk
4. Desk clerk retrieves hard copy of electronic folio
5. Desk clerk reviews folio for completeness
6. Guest reviews charges and payments
7. Guest determines method of payment
8. Guest makes payment
9. Desk clerk inquires about additional reservations
10. Desk clerk files folio and related documents for the night
audit
11. Desk clerk communicates guest departure to housekeeping
and other departments in the hotel if necessary.
DETERMINING METHOD OF PAYMENT AND COLLECTION

1. Credit cards
2. Bill-to-Account (Direct Billing)
3. Cash and personal checks
4. Travellers cheques
5. Debit cards

ASSISTING THE GUEST WITH METHOD OF PAYMENT

1. Money Wire
2. Travellers Aid society
3. Auto Clubs
4. International currency exchange
OBTAINING FUTURE RESERVATIONS

1. Inquire about the guests stay. Maintain good eye contact


and listen closely
2. Ask for future reservations
3. Continue make eye contact and offer hotel brochure or
directory
4. Bid the guest farewell
5. Report to the shift supervisor any negative comments from
the guest concerning his or her stay
6. Process future reservations or alert the reservation clerk to
these requests
FILING DOCUMENTS

RELAYING GUEST DEPARTURE TO OTHER DEPARTMENT

REMOVING GUEST INFORMATION FROM THE SYSTEM

TRANSFER OF GUEST ACCOUNT TO THE BACK OFFICE

CHECKOUT REPORTS AVAILABLE WITH A PMS


GUEST HISTORIES

Zip code or postal code


Developing convention and conferences
FAM tours
Origination of reservation
Frequency of guest visit
Types of room requested
Room rates versus occupancy patterns
Assignments
Individual and group term papers
Instruction:
Form a group of 5 persons. Each group chooses a hotel (a
three-star hotel and above) of your choice in town.
Evaluate to hotel reservation systems that consist of the
following:
Modes of reservation
Travel networks (OTR)
Central reservation system (CRS)
Overbooking practices
Reservation policies
Yield management