Chapter Nine Check Out Hotel Statistics Hotel room sold 575 Room available 630 Revenue – $43, 125 Objectives 2. 3.
4. 5. 6.
Identify functions and procedures related to the check-out and settlement process Describe methods of settlement for guest accounts Explain why hotels may charge late check-out fees Describe express check-out and self checkout procedures Explain elements of an effective billing and collection process. Explain how managers use guest history files Check-Out/Settlement Process (three factors) Resolves outstanding guest account balances updates room status information Verifies/authorizes method of paymentResolves discrepancies in account From O Creates guest history records Database for strategic marketing Departure Procedures Inquire about additional, recent charges Posting outstanding charges Verify account information Present the guest folio Verify the method of payment Process the account payment Check for mail, messages, and faxes Check for safe deposit box or in-room safe keys Secure the room key/cracked update the room’s status Inquire about the guest’s stay and experience Methods of settlement Cash payment in full C] Guest account to zero balance Credit card transfer CLC Moves account balance from guest ledger to reedit card company account in City ledger 0 Payment is received from credit card company Credit card Company collects payment from card holder Direct bill ins transfer C] Moves account balance from guest ledger to city ledger CLC Hotel responsible for billing and collection Late Check-out What is a late check-out? What needs to be looked when a guest asked for a late check? Post notices on back of door and in prominent location at front desk Late check-out fees Check-out Options Express check-out Self check-out updates room status Prints account folio (AT M) Creates guest history Can review folio at any time during stayUnpaid Accounts Some guest forget Skippers Non / semi automated hotels Ask guests City Ledger Accounts (Accounting Department) Credit card billings Direct bill Inns Travel agency accounts Bad check accounts Skipper accounts Disputed bills Guaranteed reservation accounts Late charge accounts House accounts Account Collection Policy and procedures (act’s / F/O) Accounts receivable billings Process started early better payment Own policy – aggressive / lenient Collection based On size Of property Polite / backup Groups / Direct bill Referred back to department Accounts Aging 30 Days 60 Days 90+ Days Guest History Computer Folio and registration card Brand loyalty Collect special dates / times REVIEW How would the front desk minimize late check outs? What would be two alternatives to checking out at the front desk? A guest forgets to pay this is called? Charges found after guests have checked out are called? What does the hotel do with these charges? Three procedures that need to be done during the departure process? Guest history -? what would you do with this information? What are three methods of settlement at the front desk? How are they different from each other? What affect does each have on the guest ledger and the city ledger?