Chapter 9 Check Out

Topics: Hotel, Credit card, Accounts receivable Pages: 15 (491 words) Published: April 18, 2015
Chapter Nine

Check Out

Hotel Statistics




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

Objectives
1.

2.

3.

4.

5.

6.

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)


Resolves outstanding guest account
balances





Updates room status information




Verifies/authorizes method of payment
Resolves discrepancies in account
balances
From O _ _ _ _ _ _ _ to O_ - _ _ _ _ _ _

Creates guest history records


Database for strategic marketing

Departure Procedures












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






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





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


Late check-out fees

Check-out Options



Express check-out
Self check-out





Updates room status
Prints account folio (ATM)
Creates guest history
Can review folio at any time during
stay

Unpaid Accounts





Some guest forget
Skippers
Non / semi automated hotels
Ask guests

City Ledger Accounts
(Accounting Department)










Credit card billings
Direct billings
Travel agency accounts
Bad check accounts
Skipper accounts
Disputed bills
Guaranteed reservation accounts
Late charge accounts
House accounts

Account Collection









Policy and procedures (acct‘g / F/O)
Accounts receivable billings
Process started early better payment
Own policy – aggressive / lenient
Collection based on size of property
Polite / backup
Groups / Direct bill
Referred back to department

Accounts Aging




30 Days
60 Days
90+ Days

Guest History





Computer
Folio and registration card
Brand loyalty
Collect special dates / times

REVIEW







How would the front desk minimize
late check outs?
What would be two alternatives to
checking out at the front desk?
A guest forgets to pay this is called?
Charges found after guests have
checked out are called? What does
the hotel do with these charges?

REVIEW






Three procedures that need to be done
during the departure process?
Guest history – what would you do with
this information?
What are three methods of settlement
at the front desk? How are they different
from each other? What affect does each
have on the guest ledger and the city
ledger?

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