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Transcript of CHECK OUT
* THE CHECK OUT PROCEDURE
* LATE CHECK OUTS
* LATE CHARGES
* METHOD OF ACCOUNT SETTLEMENT
* EXPRESS CHECK OUT
* CREATING A GOOD LAST IMPRESSION
* UPDATING FRONT OFFICE RECORDS
• Settlement of guest accounts
• Updating front office records after guest departures
• Creating good, lasting impressions
Greet guest and check their name and room number
Check in if late check out charges should be applied
Check for late charges
Produce master and guest folios for guest inspection
Update front office records
_If the guests do not vacate their room by the check out time, the late check out charge may be imposed
_To avoid misunderstand, they should be imformed of the extra charge which would be levied for late check out
_Big problem for tour group=> arrange to have guest’s luggage stored with the concierge, and reserve one or more hospitality or complimentary rooms at no extra charge.
_A charge for a service or facility which is sent to the cashier too late to be added to a guest’s account for settlement.
_To solve this problem, the cashier should confirm whether there are outstanding charges before producing the guest’s accounts.
_To avoid an unnecessary delay and inefficient service at check out, a well designed and well functioning accounting system is needed. This will ensure that:
=> Guest charges from various departments are sent to the front office as soon as possible if not immediately
=>All charges are posted to the guest account once they are received
Own accounts and company accounts
Types of settlements
Corporate and travel agent’s accounts
Accepting credit card or charge card settlements
Accepting cash settlements
Own account are those accounts which will be settled by the guest.
Paying the bill with currency, personal cheques, traveller’s cheques, bank credit cards or charge cards.
Company accounts are settled by a company or a travel agent.
The accounts are transferred to the accounts department after the guest has checked and signed the bill as being correct.
Then sends the bill and invoice to the company or travel agent for payment. METHOD OF ACCOUNT SETTLEMENT LATE CHARGES LATE CHECK-OUTS SUMMARY OF FRONT OFFICICE DUTIES AT CHECK-OUT THE CHECK OUT PROCEDURE Own accounts and company accounts Types of settlements _A cash settlement is any form of settlement which can be paid into the bank on the same day as it is received.
=> Cash settlements
=> In local currency
=> In foreign currency
=> In traveler’s cheques
=> By personal cheques
=> By bank credit cards Credit settlements _Credit settlements are settlements for which a hotel does not receive immediate payment ont the day of departure.
=> Settlements by charge cards
=> Settlements of corporate accounts
=> Travel agent vouchers Corporate and travel agent’s accounts _Company or travel agent will settle only the guest room and possibly the breakfast charges.
_The guest account is divided into 2:
=> Master accounts: settle by company or travel agents
=> Incidental accounts: settle by the guests. Accepting credit card or charge card settlements _The cashier should check:
=> The card is accepted by hotel
=> The name and signature on the card are the same as those on the registration card
=> The card has not passed its expiry date
=> The card number is not listed on the cancellation bulletin as stolen or invalid
_An imprint of the card will then be taken by receptionist Accepting cash settlements EXPRESS CHECK OUT _Express check out service which allows guest to check out without having to queue
=>help the cashier by reducing the pressure of work at busy time.
_Follow these steps:
Step 1: The day before the guest departs, the guest sign the form and take it to the cashier, who must check the credit card imprint on the guest’s file
Step 2: On the day of the date of departure, a copy of the guest’s account, indicating the approximate total, may be sent to the guest’s room.
Step 3: After guest has left, the cashier will finalize the account, including any late charges, and complete the imprinted credit voucher. CREATING A GOOD LAST IMPRESSION Following guidelines may help you to create a good last impression at check out.
1. The accounts must be accurately and neatly produced
2. The front office cashiers should be well trained in social skills and check out procedures.
3. Sometimes, guest may have queries or complaints concerning their accounts. These should be handled without fuss, always trying to ensure that the guest is satisfied. UPDATING FRONT OFFICE RECORDS Room status and front office record
Guest history records Room status and front office record _After a guest has check out => room will become vacant and available.
_Consequently, the guest is not longer a resident of the hotel => the room status information and front office records must be changed immediately to keep them current. Group: Duong Thu Hong
Nghiem Tuan Kiet
Nguyen Hoang Phuc _In some hotel a guest history record is kept.
_This is a record of the guest’s room, and rate charged, their likes and dislikes if known, as well as the amount which they spent in the hotel.
_The record may be kept on the computer, or on handwritten record cards
_When creating and updating the guest history record, a hotel decide which guest should be added to the guest history records
_An annual review of all guest history records is needed.
_Some records may have to be discarded. Guest history records