2. Guest Check Out Week 8 Subject : V0206 – Administrasi &
Operasional Kantor Depan
Year : 2009
Guest Check Out Week 8

3. 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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4. On completion of this lesson, the students will be able to:
Objectives:
On completion of this lesson, the students will be
able to:
- apply the procedure of guest checkout in hotel
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5. 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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6. Guest Checkout Procedure
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
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7. Guest Checkout Procedure
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
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8. Guest Checkout Procedure
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
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9. 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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10. 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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11. 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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12. 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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13. 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
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14. 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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15. 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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16. Guest Checkout Procedure
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
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17. 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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18. 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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19. 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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20. Method of Payment Report Option of a PMS
Type
Gross
Net V $ $ MC
598.01
565.20
JCB
4,125.73
3,202.11
Direct Bill
105.34
Cash
395.91
TOTALS
$ 5,681.97
$ 4,700.12
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21. 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
2,965.09 65 KS 10 15
1,000.54 11 DD 45
2,258.36 68
TOTALS
140
152
8,922.11
186
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22. 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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23. 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 50 7 3 1
Variation 4
Lost Revenue
$ 480
$ 630
$ 300
TOTAL LOST SALES
$ 1,890
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24. 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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25. 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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26. 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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27. 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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28. THANK YOU AND
HAVE A GOOD DAY
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