Professional Documents
Culture Documents
4
The Check-out Process
Objectives :
By the end of the lesson the student must :
- Understand and able to do check out process
- Understand and able to prepare Front Office report
4.1 Maintain and prepare guest
accounts
Seeking information on departing guests:
• Room number
• Breakfast
• Mini bar
• Supporting documentation
• Signatures
2
4.2 Prepare and review departures lists
• Early departures
3
4.3 Present the accounts to guests
4
PROCESS
• Greeting and ask the guest request
• Check guest details
• Ask about “guest satisfaction”
• Print the invoice and ask the guest to check
• Process the payment
• Print the bill, fold and put it to the envelope
• Hand over the bill to the guest
• Ask if guest need another help
• Say thank for staying “magic word”
4.4 Process payments and refunds
and issue receipts
Activity: Role play – Process a check out:
• 1 guest and 1 staff member
• Guest approaches the desk to check out
• Staff member –
Greet the guest
Request room number and room key
Ask the guest if there are any other charges (check these have
been posted, or post them if necessary)
Print the account(s)
Present the account(s) and ask the guest to check the charges
Process method of payment
Farewell guest
• Guest acts out according to the process
• Swap roles
6
BILLING
Mr. William Rose
Day 1. 16 October 2017
• Deposit Rp. 3.000.000
• Room service Rp. 250.000
• Laundry Rp. 150.000
Day 2. 17 October 2017
• Lunch package 2 person @ Rp. 150.000 each
• Spa package 2 person @ Rp. 250.000 each
• Restaurant charge “dinner” Rp. 300.000
Day 3. 18 October 2017
• Check out
• Individual accounts
Extra charges
Luggage storage
8
4.7 Distribute departures list as
required
• Housekeeping
• Security
• Management
• Maintenance
9
4.8 Assist guest with on departure
requests
• Forwarding addresses
• Organize a porter
10
5.1 Prepare and update front office
records
• Update availability/charts
• Room allocation
• Bookings diary
• Changing rooms
• Alter rate
• Guest history
11
5.2 Generate internal reports as
required
• Information reports:
Other departments
managers
• Analytical/statistical reports:
Managers
Supervisors
12