Chapter 9 Check Out

Chapter Nine

Check Out

Hotel Statistics
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Hotel room sold 575
Room available 630
Revenue - $43,125

Objectives
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Identify functions and procedures related to the check-out and settlement process
Describe methods of settlement for guest accounts Explain why hotels may charge late check-out fees Describe express check-out and self checkout procedures
Explain elements of an effective billing and collection process.
Explain how managers use guest history files

Check-Out/Settlement
Process
(three factors)
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Resolves outstanding guest account balances 
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Updates room status information
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Verifies/authorizes method of payment
Resolves discrepancies in account balances From O _ _ _ _ _ _ _ to O_ - _ _ _ _ _ _

Creates guest history records
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Database for strategic marketing

Departure Procedures
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Inquire about additional, recent charges
Posting outstanding charges
Verify account information
Present the guest folio
Verify the method of payment
Process the account payment
Check for mail, messages, and faxes
Check for safe deposit box or in-room safe keys
Secure the room key/keycard
Update the room’s status
Inquire about the guest’s stay and experience

Methods of settlement
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Cash payment in full
 Guest account to zero balance
Credit card transfer
 Moves account balance from guest ledger to credit card company account in city ledger
 Payment is received from credit card company
 Credit card company collects payment from card holder
Direct billing transfer
 Moves account balance from guest ledger to city ledger
 Hotel responsible for billing and collection

Late Check-out
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What is a late check-out?
What needs to be looked when a guest asked for a late check?
Post notices on back of door and in prominent location at front desk
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Late check-out fees

Check-out Options
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Express check-out
Self check-out
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Updates room status
Prints account folio (ATM)
Creates guest history
Can