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