Group 4 name

10. Ni Made Dita Ayu Purnama Sari

22. Tri Mukti Supriyadi
28. I Nyoman Agus Darmawan
29. I Wayan Ricko Wika Saputra
30. Made Dimas Yuliantana
31. Ni Wayan Dwi Grahanita Yoga Putri 32.
Gede M.Satria Sakti
33. Azra pradnya nugraha
 Element 4:
Perform check-out functions
4.1 Maintain and prepare
guest accounts 4.5 Process express check-
outs

4.2 Prepare and review

departures lists 4.6 Process group check-
outs

4.3 Present accounts to

guests 4.7 Distribute departures
list as required

4.4 Process payments and refunds

and issue receipts 4.8 Assist guest with on
departure requests
 Introduction
Communication is vital in many
aspects of hospitality work.

4.1
It is essential between staff and
guests, and between staff within
the organisation.
At reception it is important for staff
to communicate with other Maintain and prepare guest
departments to make sure accounts
that all legitimate charges that can
be applied to a guest account are
identified and
accurately posted to the relevant
account/folio.
 Seeking information on
departing guests
The reception staff may need to gather information from other departments, before
processing a check-out.
Where an effective computerised system is being used this
may not need to occur as the system will automatically
post charges to the guest folio from remote locations as
charges are incurred. Communication may need to occur
to organise supporting documentation for these charges.
The ‘guest folio’ is simply another name for the bill. Every guest has at least one folio and
quite often more, depending on how the guest wishes the charges to be distributed. If you have a PMS,
you can print out a guest folio otherwise you
will have to type it. Either way, your property will have pre-printed forms for guest folios.
The guest folio/s will show the name of the guest, room number and the arrival and
departure dates. A guest may ask to see his/her account at any time, so charges are
usually ‘posted’ to the folio when they occur e.g. a room service charge will be posted to
the guest account as soon as the guest has authorized the charge by signing the account.
The departments you may need to obtain information from may include:
• Food and Beverage Department – the guest may have just had breakfast and is now
checking-out
• Housekeeping Department – to identify any late mini-bar charges.
In some cases, if there was an in-house function, it is important to make sure that all the
function charges are posted on the guest’s account.
Charges may include hire fees for projectors, lecterns and speakers, as well as charges
for food and beverage supplied.
 Checking for accuracy
A standard practice should be to check the supporting documentation against the actual
posted charges to verify that the charges levied are complete and accurate.
When making these checks, it should also be standard practice to match supporting
documentation with charges. If there is a charge that has no supporting documentation,
you should initiate action to obtain that paperwork.
Other checks may include:
• Making sure calculations on the dockets are correct – especially where these have
been calculated by manually
• Making sure the signature and name on the docket relates to the person shown as
occupying the room to which the charge applies
• Verifying the signature on the dockets against the signature provided by the guest at
check in.
 Introduction
The departure list provides the front
office with a lisiting of all guests
expected to depart
on the day. Reception needs to

4.2
constantly review this list to make
changes and
communicate these changes to other
departments. However, not all
Prepare and review departures
guests on the list
lists
depart, some guests depart before
their due date (they are not on the
list) while others
request extensions. That is why
reception have to constantly
review the departures list.
Review departures list
A departure list for the day will be generated either early in the
morning or overnight by
the night audit team. Check the report for:
Express check-outs Prepare the necessary documentation to give to the
guest. These guests want a fast and efficient checkout
with no problems.
Group check-outs and late So that Reception is not cluttered with the main group at
check-outs one time, guest folios can be prepared ahead of check-
out.
Early check-outs These can affect the Housekeeping Department, as well
as Reception, which may need to determine whether a
late check-out fee is to be charged to the guest.
Variations to check-out from Housekeeping will have previously received a report
details indicated on the regarding check-in/check-outs. Check the guest
registration card departure list to see if there have been any variations to
what was previously advised to Housekeeping, e.g.
overstays etc.
Early departures
Where guests depart at a premature date, this means
that a room becomes available for
resale earlier than expected.
Housekeeping should be notified to service the room
as soon as possible so it can be
placed back on the rack/board for sale.
Other issues
Other aspects associated with reviewing departure lists
include checking documentation to ensure a speedy
and
efficient check-out.
Issues to check could include:
Ensuring that company faxes are attached to the
Registration Card where it is a company
booking.
Checking to see if guest has exceeded the Floor Limit
for credit card payment and
obtaining appropriate authorisation where necessary.
Gathering charges for posting to the guest folio from
other departments.
 Introduction

4.3
Preparing a guest account is an important part of the
guest stay/guest cycle.
Timing and accuracy are the two most important
points in relation to the guest account.
The guest account should be ready for the guest
when they are ready to pay and depart.
They shouldn’t be kept waiting while their account
is prepared. This is a common Present accounts to guests
complaint from guests.
The account must accurately reflect the guest’s stay
and not include unexpected or
unexplained additional charges or charges that
should have been posted to another
account, room or guest.
Generating guest accounts
The customer service component
Often, when a guest departs, the final contact they have is with the front office staff. This
may be you as a receptionist or a dedicated cashier who performs the check-outs,
presents the accounts and accepts payment.
It is of the utmost importance that this final contact be
courteous, professional and positive. Remember that during this contact, we are giving the
guest nothing, and we are taking money off them!
Also, the money they are paying – and it will always seem like quite a lot of money to
them – is for nothing tangible.
It needs stressing, therefore, that a very high level of service is required at this point.
The importance of accuracy when making up a guest's account cannot be stressed too
highly: an error that is in the venue’s favour will always be misinterpreted as an attempt at
ripping the guest off.
Presenting the account
The moment you identify a guest about to check-out you should immediately
acknowledge them and not wait for them to make the first approach.
The greeting should be as mentioned before:
• Professional
• Personable
• Welcoming
• Sincere
• Polite
• Friendly.
The greeting must contain:
• The guest’s name or title, if appropriate
• An offer of assistance – “Good morning, Mr Wiseman. Are you checking out?”
Ask the guest for their details
• Name and room number – and confirm information on the charts or in the computer:
number of nights, type of room, and rate quoted.
Ask the guest if they had any other charges
• Did they use the mini-bar last night, or on the morning of their departure?
This would not be recorded from the previous day, because the mini-bar attendant can
finish work as late as 5:00pm and charges after this time may not have been entered on
to the guest’s account.
• Did they have breakfast this morning? - if breakfast is not included in their rate.
A hotel with a PMS and point of sale system won't have to ask this question but a hotel
without it will need to contact the outlet where the guest consumed their breakfast and
obtain details of the charge and add this to the guest’s account.
Finally the folio/account is printed
• Present to the guest for verification and signature/payment.
Safe deposit boxes
• If your hotel doesn’t have in-room safes during account payment it is good customer
relations to ask the guest if they have used the safety deposit box in their room and if
they have, did they remember to clear it out.
Other duties
When the account has been finalised and the guest has departed, it is standard practice
to check the date of departure. Where the date of departure is earlier than anticipated,
this is called an Early Check Out and while no charge applies, the Housekeeping
department will need to be advised that the room is now a Check-out room and not a Stay
room.
Explain the accounts
When the account is presented to the guest there may be a need to assist the guest with
explaining the charges.
Many guests simply pay the identified amount without question, but some can go through
the account with a fine-tooth comb.
It is important that you do not indicate your displeasure with any guest who either checks
out or queries their account. They have a right to do this and your job is to convince them
that the account is honest and accurate.
We don’t want a poor customer relations exercise at check-out to spoil an otherwise
perfect stay.
It is important to remember that check-out time is usually 7:00am – 9:00am and the
reception can be very busy. There can be lots of people queuing to check-out, all eager to
get going: these people can become quickly annoyed at being delayed by check-out
problems.
This means you can often be under pressure not only from a guest who is querying/ or
disputing their account but also from others waiting in line. It can be a pretty stressful
situation on some occasions!
Explain account clearly
Part of your role is to explain the account courteously to
the guest, and to process (that is, accept payment for) the
account accurately.
The account is presented to the guest for payment and,
providing the guest accepts all charges and no
adjustments need to be made, the guest receives a copy
for their record, and another copy remains with the cashier for balancing purposes at the
end of their shift.
In other instances, there may be legitimate charges entered on to the account that the
guest did not expect such as late check outs, newspapers (that they may have thought
were provided free-of-charge). These too need to be explained and the rationale for their
inclusion made clear.
Such powers allow reception staff to, for example, drop the charge for a newspaper,
where the guest is adamant that they did not order or receive one, or were specifically
advised by another staff member when they made their booking that newspapers were
provided as part of the room rate.