Chapters 9 - 10. Check out and Accounts Settlement

Guest Accounting / Service The Guest Cycle Guest Accounting / Service Check out Guest Cycle Reservation Bill settlement Departure Pre-arrival Occupancy Arrival Occupancy Services Registration Charge postings Establishment of credit Night audit

Types of Guest Accounts Guest Folio – guest account on which all charges are posted for in-house guests paying by themselves. Master Folio – guest account which is settled by the company (corporate guests) or travel agencies (tour groups) City Account – financial transactions between hotel and non-resident guests.

FO Functions for Check out Settle guest accounts Update FO records after guest departures (room status, guest status, guest history) Create lasting impressions

FO Documents for Check out Guest Departure List – list of in-house guests who are due to departure today. Guest History Record – a document which contains information about all previous visits of the guest, including preferences, issues, complaints etc.

Basic Check out Procedures Greet guest and check their name / room number Check if late check out charges should be applied Check for late charges Produce master and guest folios for guest inspection Settle account Update front office records

Late Check out Late check out is the situation when the guest checks out after the standard hotel check out time. Depends on the hotel policies a late check out charge may be applied in this situation. Activity 1, p. 188

Late Check out Effects Not enough time for Housekeeping to prepare rooms for the arrival guests Increases additional costs for the hotel

Late Check out Handling Procedure Post standard check out time for guests to be aware of Call due-out guests (guests who didn’t check out before standard check out time) Charge late check out fee Check for room discrepancies

Express Check out A special service offered by some hotels to provide quick and simplified check out procedure for their guests. Payment Method? Credit card

Handling Express Check out During the check-in confirm with guests if they require Express check out service Night shift agent prints out the guest folio at night before the guest check out day (after Night run normally at 3:00 - 4:00 am) Concierge staff sends guest folios and express check out agreements to the guest rooms in the morning of the guest check out day.

Handling Express Check out 4. Guest confirms the bills, signs the agreement and leaves it in the Front Desk counter or in the room before s/he leaves the hotel. 5. Front Desk agent will process guest’s credit card transaction afterwards according to the agreement requirements and transfer all the supporting documents to Accounting.

Express Check out Benefits Saves guest’s waiting time of check out in Front Desk Releases the pressure of Front Desk at peak check out time Helps Housekeeping to vacant rooms as soon as possible to speed up cleaning of all of their assigned rooms

Late Charge A late charge is a charge for a service or facility which is sent to the cashier too late to be added to a guest’s account for settlement. Activity 2, p. 189

Typical Late Charges Breakfast Minibar In room dining Laundry Question: which type of FO accounts the late charges will be posted? City accounts

City Ledger The city ledger is the collection of city accounts belonging to non-registered guests.

Major City Ledger Accounts Late charges of guests or guests who failed to settle bills Meetings and events Corporate agreements Pre-payments

City Ledger Example