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Check-Out and Account Settlement

DESINGED BY, MR. SUNIL KUMAR, LECTURER


2005, Educational Institute

Competencies for Check-Out and Account Settlement


1. Identify functions and procedures related to the check-out and settlement process, including departure procedures and methods of settlement. 2. Describe express check-out and self check-out procedures. 3. Explain how hotels handle unpaid account balances, summarize account collection procedures, describe how managers use guest history files, and outline how the front office staff can support the hotels marketing program through the check-out process.
2005, Educational Institute 1

Check-Out/Settlement Process

Resolves outstanding guest account balances

Verifies/authorizes method of payment


Resolves discrepancies in account balances

Updates room status information


From occupied to on-change

Creates guest history records


Database for strategic marketing

2005, Educational Institute

Departure Procedures

Inquire about additional, recent charges


Post outstanding charges

Verify account information


Present the guest folio

2005, Educational Institute

Verify the method of payment


Process the account payment
(continued)
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Departure Procedures
(continued)

Check for mail, messages, and faxes Check for safe deposit box or in-room safe keys Secure the room key/keycard Update the rooms status Inquire about the guests stay and experience Ask the guest to complete a guest satisfaction survey

2005, Educational Institute

Methods of Settlement

Cash payment in full


Credit card transfer

Direct billing transfer


Combined settlement methods

2005, Educational Institute

City Ledger Accounts


Credit/debit card billings

Direct billings
Travel agency accounts Bad check accounts


2005, Educational Institute

Skipper accounts
Disputed bills

Guaranteed reservations accounts


Late charges accounts House accounts
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Account Aging

30 dayscurrent
60 daysoverdue

90 daysdelinquent

2005, Educational Institute

Guest History Files


Help managers understand their guests Help managers determine guest trends Creating the guest history record one of the last steps in the check-out and account settlement process Help hotels provide better guest service Marketing and sales division uses them to create mailing lists Help managers determine the geographic distribution of guest addresses, which helps in advertising efforts
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2005, Educational Institute

Marketing Follow-through at Check-out

Tracking guest stays for frequent-guest reward programs

Asking guests about their stays


Making reservations for departing guests (for the next stop on their current trip, or for future trips)

2005, Educational Institute

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