Subject
Year
: V0206 – Administrasi &
Operasional Kantor Depan
: 2009
Guest Check Out
Week 8
Subject
• Organization of late charges
• Guest checkout procedure
• Transfer of guest accounts to the back office
• Checkout reports available
• Guest histories
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Objectives:
On completion of this lesson, the students will be
able to:
- apply the procedure of guest checkout in hotel
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Guest Checkout Procedure
• Inquiring about quality of products and services
• Relay of problem areas to various
departments
• Retrieving the room key
• Discuss this important part of the checkout
process
- Guest security
- Cost involved in replacement of hard keys
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Guest Checkout Procedure

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Retrieving and reviewing the electronic folio
• Procedure to retrieve electronic folio
• Empowerment concepts
• Importance of reviewing the electronic
folio
– Room and tax for number of nights
spent
– Incidentals
– Inquiry for late charges
6
Guest Checkout Procedure

Note on In-room guest checkout

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Procedure for the guest to use in-room guest
checkout
– Guest views a final version of the folio of
television set
– Front office prepares a hard copy of folio
and delivers it to guest’s room early in
the morning
– Credit card imprint made at time of
registration is used to process charges
7
Guest Checkout Procedure

•
•
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Guest determines method of payment
 Credit cards
– Review various types of credit cards
» Bank – Visa, MasterCard, JCB
» Commercial – Diners Card
» Intersell – Hilton Honors Card
Procedure to suggest to the guest to use a
certain credit card with a lower discount rate for
the hotel
Procedure to process a credit card as listed in
chapter
8
Guest Checkout Procedure
– Bill-to-account (direct billing)
• Concept of direct billing
• Concept of house limit of credit
• Procedure to process direct bill as listed in
chapter
– Cash and personal checks
• Cash option is not favored
– No credit rating has been established
– Procedures to process a cash payment
and personal check as listed in text
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Guest Checkout Procedure
– Traveler’s checks
• Tips on accepting traveler’s checks
– Ask for proof of identification
– Guest signs in presence of cashier
– Compare signatures
– Check list of traveler’s check numbers
which are non-negotiable (procedure
to process traveler’s checks are
identical to cash method)
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Guest Checkout Procedure
– Debit cards
• Debit card is a card that authorizes the hotel
to deduct money directly from the guest’s
checking or banking account in payment of
a bill
• Float is a delay in payment that allows the
guest to charge now and pay several days
later
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Guest Checkout Procedure
• Assisting the guest with method of payment
– Money wire
• Establish as an option prior to the need of this
option
• Phone number and address of nearest money
wire center should be posted for front desk
clerks’ reference
– Travelers Aid Society
• Establish as an option prior to the need of this
option
• Phone number and address of nearest Travelers
Aid Society should be posted for front desk
clerks’ reference
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Guest Checkout Procedure
– Auto clubs
• Establish as an option prior to the need of this
option
– Phone number and address of nearest club
should be posted for front desk clerk’s
reference
– International currency exchange
• Wall Street Journal
• Method used to convert international currency
into native currency as listed in text p. 248
• Web site daily international currency
http://www.x-rates.com/calculator.html#
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Guest Checkout Procedure
• Obtaining future reservations
– Procedure to follow in obtaining future
reservations
– Employee training program to learn this
procedure
– Incentive program for employee motivation
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Guest Checkout Procedure
• Filing documents
– Need to properly file paperwork (folios,
transfers, paid-out slips, etc.) with
regard for the night audit preparation
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Guest Checkout Procedure
• Relaying guest departures to other
departments
– Housekeeping and front office communication via
the PMS
•
•
•
•
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Guest departures
Stayovers
Room availability status
Other details as they occur
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Relaying Guest Departures to Other Departments
•
•
•
Food and beverage department, gift shop, and other
departments and front office communications
Guest’s checkout to prevent him or her from charging to
folio
Personal efforts of staff to make the communication
system work
Removing guest information from the system
– Guest data removed and stored for future processing –
financial and marketing
– “Sleeper” – rooms that appear to be occupied but are in reality
vacant – financial implications (note: checkout in a PMS
automatically deletes the guest from the database and the call
accounting system)
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Guest Checkout Procedure
• Transfer of guest accounts to back office
– Role of the back office in the accounting process
– Provides a billing service for bill-toaccounts
– Monitors the accounts receivable process
for credit card receivables and aging
accounts
– Allows for adjustments and transfers to
guest accounts
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Guest Checkout Procedure
• Checkout reports available with a property
management system
•
•
•
•
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Method of Marketing Analyses Payment
Room Sales Report
Room Status Report
Understay Reservation Report
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Method of Payment Report Option of a PMS
2/15 Method of Payment
Type
V
Net
$ 456.98
$ 431.56
598.01
565.20
4,125.73
3,202.11
Direct Bill
105.34
105.34
Cash
395.91
395.91
$ 5,681.97
$ 4,700.12
MC
JCB
TOTALS
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Gross
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Room Sales Report Option of a PMS
9/22 Rooms Sales
Type
Occupied
Available
Sales ($)
Guests
K
35
37
2,698.12
42
KK
50
50
2,965.09
65
KS
10
15
1,000.54
11
DD
45
50
2,258.36
68
140
152
8,922.11
186
TOTALS
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Room Status Report Option of a PMS
11/1 2:19 P.M. Room Status
DD
K
KK
KS
104 Occ
101 On Chg
201 On Chg
108 On Chg
204 Ready
102 On Chg
202 On Chg
109 Ready
209 Ready
103 On Chg
203 Out of Ord 205 Ready
210 On Chg
105 Ready
206 Ready
208 Ready
304 On Chg
106 Out of Ord
303 Occ
301 Occ
309 Ready
107 On Chg
307 Occ
308 Ready
310 Ready
302 Occ
311 Ready
305 Out of Ord
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Room Sales Report Option of a PMS
Week Beginning: 2/01
2/1
2/2
2/3
2/4
2/5
No. of Reservations
125
54
10
5
2
No. Completed
125
50
7
3
1
Variation
0
4
3
2
1
Lost Revenue
0
$ 480
$ 630
$ 480
$ 300
TOTAL LOST SALES
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$ 1,890
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Guest Checkout Procedure
•
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Guest Histories
– A listing of guests’ geographic and demographic
information and guest activities during their stay
– Components
• Obtained from reservation forms and registration
cards:
– Business affiliation
– Date of arrival
– Date of departure
– Length of stay
– Zip code
– Telephone exchange
– Method of arrival
– Type of room and amenities requested
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Uses of Guest History
• Zip code provides geographical indicators of people
who have tried your products and services
– Match with media used for advertising
– Demographics (age, sex, income, occupation,
marital status, etc.)
– Psychographic (life style)
• Group sale contacts
• Corporate client needs for meeting space
• Origin of reservation from certain travel agents
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Uses of Guest History
• Origin of reservation from certain
administrative assistants or secretaries
• Advertising methods used to obtain sales
• Frequency of visit
• Type of rooms frequently requested
• Acceptability of room rates
• Occupancy patterns for scheduling
personnel
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Last Impression of the Hotel
• Front desk staff opportunity to advance
previous efforts of marketing and operations
staff members for further relationships
• Marriott’s At Your Service® - local weather
reports, information on airport shuttle
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THANK YOU AND
HAVE A GOOD DAY
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