Bali Hospitality Professional Service

Drs. Agustinus Agus Purwanto, MM

Senior Consultant
Jl. Tukad Batanghari VIII/7A
Denpasar – Bali – Indonesia
E-mail: agustinus.aguspurwanto@ehotelier.com
Web: www.linkedin.com/in/aguspurwanto

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II. Check-Out and
Settlement
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 Check-out

 Part of the final stage of the Guest Cycle

 One of the most important hotel functions

 Settlement of accounts
 Leave guest with a good last impression

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 Three Functions of Check-out

1. Resolve outstanding guest account balances

 Settle account while guest is still in hotel

2. Update room status information

 Occupied to On-change

3. Create guest history records

 From guest’s registration card and folio
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 Some Check-out Steps
Inquire about additional recent charges
 Post outstanding charges
 Reduces late charges

Present the guest folio

 Verify account information

Process the account payment

 Many methods of Zeroing Out the account
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 Check-out and Settlement

Zeroing Out
 Settles the balance on a guest account in full

Credit Card Settlement

 Transfers balance from guest account to credit card account in the
City Ledger

Late Check-Out Fees

 Post check-out time notices
 Calmly explain the hotel’s policy
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 Check-out and Settlement

Express Check-out
 Slip folio under guest’s door
 Clearly state that the folio may not equal the
guest’s credit card charge

Self Check-out
 Lobby or In-room
 Folio can be viewed at any time
 Payment method?
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 City Ledger Accounts
 Credit Card & Direct Billings
 Skipper & Disputed Accounts
 Guaranteed Reservations for No-shows

Account Aging
30/60/90
• 30 - “Current”
• 60 - “Overdue”
• 90 - “Delinquent”
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 Guest History
 Use registration cards, folios and surveys

 Confidential and proprietary

 Helps provide better guest service

 Used to create mailing lists

 Place ads based on geographic distribution

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