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Guest Check OutWeek 8
Subject : V0206 – Administrasi & Operasional Kantor Depan Year : 2009
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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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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
Guest Checkout Procedure
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Note on In-room guest checkout 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
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
Guest Checkout Procedure
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– 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
Guest Checkout Procedure
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– 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)
Guest Checkout Procedure
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– 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
Guest Checkout Procedure
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• 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
Guest Checkout Procedure
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– 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#
Guest Checkout Procedure
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• Obtaining future reservations– Procedure to follow in obtaining future
reservations – Employee training program to learn this
procedure– Incentive program for employee motivation
Guest Checkout Procedure
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• Filing documents– Need to properly file paperwork
(folios, transfers, paid-out slips, etc.) with regard for the night audit preparation
Guest Checkout Procedure
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• Relaying guest departures to other departments– Housekeeping and front office
communication via the PMS• Guest departures• Stayovers• Room availability status• Other details as they occur
Guest Checkout Procedure
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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-to-
accounts– 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
• 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 Gross Net
V $ 456.98 $ 431.56
MC 598.01 565.20
JCB 4,125.73 3,202.11
Direct Bill 105.34 105.34
Cash 395.91 395.91
TOTALS $ 5,681.97 $ 4,700.12
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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
TOTALS 140 152 8,922.11 186
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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 $ 1,890
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Guest Checkout Procedure
• 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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