Check out and settlement
- 1. 28 UNIT – 03, CHECKS – OUT PROCEDURE Structure 3.0 Objective 3.1 Introduction 3.2 Check-out and settlement 3.3 Departure procedure 3.3.1 Departure procedure in Manual System 3.3.2 Departure procedure in Semi-automated System 3.3.3 Departure procedure in Fully Automated System 3.4 Mode of settlement of bills 3.4.1 Cash Settlement 3.4.2 Credit Settlement 3.5 Potential check-out problems 3.6 Late check-out 3.7 Check out option 3.7.1 Express check out 3.7.2 Self check out terminal 3.8 Summary 3.9 Glossary 3.10 Check your progress -Answers 3.11 Further references 3.12 Suggested reading 3.13 Terminal Questions 3.0 OBJECTIVES After reading this unit you will be able to understand: Departure procedure in the hotels Mode of settlement of bills Check out option used in hotel property
- 2. 29 3.1 INTRODUCTION This unit will assist you in understanding the guest check-out procedure. This covers the departure stage of guest cycle by examining the Check-out procedure, modes of bill settlement like cash and credit, and about check-out options. This unit begins with departure procedure, covering the standard departure procedure and departure procedure in manual, semi-automated and fully automated system. The modes of settlement are discussed with illustrations. The later part of the unit discusses the various check-out options. 3.2 CHECK- OUT AND SETTLEMENT The last contact of the guest with the hotel takes place during check-out activity. In fact, this is the last face to face interaction between the guest and hotel employee. This phase is very important as guest settles the financial transactions with the hotel. This is time when hotel can impart the long lasting impression on the guest. Generally the check-out activity are more during specific hours, may lead to a long queue. The check-out and settlement process accomplishes following important activity: Settlement of guest account balances Updating front office records Creating long lasting impression The front desk cashier prepares the guest folio and records every credit transactions with supporting vouchers during their stay. On the basis of the same bill is prepared and presented to the guest. Guest settles the account by any agreed mode of payment. The check-out and settlement activity results updating front office records like room status, in-house guest statistics, creation and updating guest history card. The speed and accuracy in preparation and presentation of bill will lead to maximization of guest satisfaction. The error free bill and speedy processing of check-out request reflects the professional image of the property. An efficient handling of guest during this phase imparts lasting good impression on guest. 3.3 DEPARTURE PROCEDURE Departure is a very critical time because it may add to guest’s total satisfaction or it may ruin the entire effort of the hotel to make a pleasurable stay at hotel. Departure is the last phase of guest cycle. In this phase guest settles their accounts and proceed for their next destination. As the maxim goes “all well that’s ends well” same is the case with the experience of stay at hotel, if departure is pleasant guest consider the memorable stay at hotel and to attain the same every hotel has its coordinated activity for check-out to impart the last good impression on guest. Check Out request received from the guest Front desk Bell desk Bell desk sends bell boy to
- 3. 30 Send Departure Notification to all department and informs all point of sales to send the last credit transaction of guest Front desk cashier Up dates guest folios Front desk cashier prepares the guest bills Guest arrives at desk for settlements Bill is presented for review Guest settles the account Luggage out pass is made Departure information is send to all department Front office records are updated carry guest luggage Bell boy reaches to guest room and enters the room with due permission of the guest Bell boy takes guest’s luggage, has a brief look of the room, revives the room keys from the guest Reaches to front desk, deposit the room key, takes luggage out pass after settlement of guest accounts Lodes the guests luggage in the vehicle and sea offs the guest Fig: 3.1 DEPARTURE PROCEDURE The sequential steps involved in check-out are known as departure procedure. The steps may slightly vary according to the degree of automation of the organization. Normally following sequential steps are involved in departure procedure: Check out request Front desk sends bell boy to carry luggage down. Front desk sends Departure notification to all departments. Front desk informs all point of sales to rush last minute credit transitions. Front desk updates guest folio. Guest arrives a front desk for departure and room keys are collected from them. Guest’s bill is prepared and presented for their review. Method of payment is determined. Payment is revived from the guest Luggage out pass is made. Marketing follow through. Communication about departure of the guest to housekeeping and all departments. Updating front office record. Check Out Request
- 4. 31 Check out request is received from the guest either at front desk or at bell desk. The intimation regarding the departure is communicated all the department and point of sales. While processing the check-out request front desk employee should proceed as under: Greet the guest Confirm guests details like name, room number etc. Check departure date; in case of early departure inform other departments. Front Desk Sends Bell Boy to Carry Luggage Down Front desk inform bell captain to sends bell boy to carry down the guest luggage. The bell boy will fill the departure errand card. The bell captain will make entry in bell captain control sheet. The bell boy move to the guest room and announces himself and knocks the room and enter in the guest room with due permission from guest. Apart from carrying the luggage of the guest the bell boy is also expected to following: Have a brief look of the room for any damage to property. Draw the curtains and lock the balcony and windows. Check for any guest belongings left by mistake. Collect room keys from guest. Check the mini-bar consumption or politely enquire from the guest about the same. Lock the room and hang “clean my room” tag on door knob so that housekeeping department can quickly clean the room for next occupancy. Hotel ALPHA Reception Cashier Information Departure Date & Time Room No. Bell Boy Name: Call Time: Name of Guest: Room No. Articles Suitcase Hand Bag Package Breifcase Overcoat Others Baggage brought down by Signature Baggage Loaded by Signature Fig: 3.2 Departure Errand Card
- 5. 32 Informing point of Sales to rush latest credit transitions The front desk informs housekeeping and all point of sales to rush the latest credit transactions to the front desk so that the cashier can add them to the guest account and payment is received. HOTEL ALPHA Department …………………………………. Reception …………………… This is to inform you that following guest are departing from the hotel kindly rush the credit charges to front desk. Name of Guest …………………………………. Room No. ………………… Date of Departure: …………………………………. Time ………………………….. Authorised Signatury Fig: 3.3 Sample of Departure Notification Slip Front Desk Updates Guest Folio The front desk cashier updates the guest folio by: Adding latest credit transactions received from the point of sales Checking if any late check-out charge is applicable. Checking the current entries in the guest account HOTEL DELTA Name of the Guest: Mohd. Syed Khurshed Ahmad Date of arrival : 10th August, 2014 Date of Departure : 11th August, 2014 Number of Pax : One Room No. : 210 Rate : Rs. 5000 Folio No.: 21786 Date Item Description Debit Credit 10/08/2014 1 Cash 6500 10/08/2014 2 Room 5000 10/08/2014 3 Dinner 500 10/08/2014 4 Gazal Bar 800 11/08/2014 5 Breakfast 300 11/08/2014 6 Cash 100
- 6. 33 Amount to be settled by the guest : Nil Balance: Rs. 00.00 Fig: 3.4 A Sample Guest folio Bill Preparation and presented Guest bills are prepared on the basis of guest folio. While preparing the bill the front desk staff must ensure about late check-out charges, if applicable should be added in to the master bill. Check-out time is the time at which a departing guest is expected to vacate the room. Normally the check-out time is 12 noon. Late checkout charges are normally a Point of contention, to avoid such situation; guests are often asked about their expected departure time at the reservation stage. They are also informed about the addition of extra charge in case of late check-out at the time of registration. Late charges are another problem for the front desk casher in preparation of guest bills. A late charge is the charge for the services or use of a facility by guest which reaches to front desk cashier when he has prepared the master bill of the guest. The common examples of the charges are: Laundry bill Local or long distance call Morning break fast Mini bar consumption Valet service The late charges can be a potential loss for the hotel if they reach to front desk when guest has already settled the bill and possibly left the hotel. In order to reduce the losses due to late arrival of charges, cashier should confirm from point of sales about any charges left for the departing guest and should also enquire about the mini-bar consumption from the guest, before preparing the master bill. In the case of manual operation the following procedure is normally used to prepare the guest’s bill: Bills are prepared in duplicate. Check the room number Take out the guest folio Calculate the correct number of room night and establish whether a late check-out charge is to be added. Enter the guest’s credit transitions in the bill in order of occurrence. Enter the method of the payment (Cash, Credit Card or bill to company). The bills along with supporting, prepared by the cashier is presented to the guest for his review. The guest verifies all the charges made in the bill. Give the top copy of the bill to the guest. File the second copy in the night auditor’s file. Determination of Mode of Payment
- 7. 34 The method of settlement of the bill is generally established during registration or even before at reservation stage. The front desk is generally aware about the mode of settlement of the bill. This information will help the front desk cashier to make guest bill easily. He will be able to take necessary authorization from superiors in case bill is settled by personal Cheque (normally not entertained by most of the hotels). The methods of payment of bills are Cash in local and foreign currency notes, Cash equivalents like demand draft, traveler’s Cheque, Debit Card, Credit payments like charge cards, Credit Card, Travel Agent Vouchers, Corporate billings. Reviving Payment The guest reviews the bill and makes the payments in pre-decides mode. The payment may be made through Currency Notes, Traveler’s Cheque, Personal Cheque, Demand Draft, Debit Card, Credit Card, Charge Car, Travel Agents Vouchers, and Corporate billings. The front desk cashier follows the house policy in collecting the payments from guest. Marketing Activity Check-out is the last opportunity for face-to-face contact with the guest. The same can be utilized for marketing efforts in following way: The front desk employee can ask guest about their experience with the property. No problem occurred during stay can be noted and provision should be made for their rectification. The front desk employee can ask for future reservations: In the same property for return trip In the same chain at next destination of the guest. Communication of Departure to All Departments The front desk informs about the departure of in-house guest to all other department for smooth operation of the hotel. The point of sales will be aware that they should not offer credit facility to a guest who has already has settled their bills. The housekeeping department will do the following: Update the status of room from occupied to vacant Hasten the cleaning of room so that the room can be allotted to next guest. Block the room for special cleaning process like spring cleaning. Look for maintenance requirement in the room. Re-furnish the room for future sales. Updating Front Office Record Departure of guest from hotel results in: The room occupied by them becomes vacant.
- 8. 35 The guest does not remain an in-house guest. Hence it is very important for the front desk employee to update front office records as soon as possible. The following records are updated: Records related to room status Guest history card Records related to room status As soon as guest checks out the rooms status changes from occupied to vacant and after cleaning by housekeeping department it is again ready for next guest. A front desk employee will update following records related to room status: Removal of guest name from room rack at information desk. Charge the room status from occupied to vacant/dirty. Creating/Updating Guest history card Generally most of the hotels prepare a record of existing guest having details like previous arrival and departure, type of room and rate charged, their likes and Dislikes, amount spend by them. This record is known as Guest History Card. The guest history card should be updated after the departure of the guest. Every hotel has its own policy to decide which guest should be to guest history records. The guest history record of corporate clients is also prepared. A guest history card plays following role: It provides current marketing data The demographical data like age, sex, income, occupation, marital status etc. helps to develop new marketing strategy. The guest’s personal likes and dislikes will help the front desk to serve a guest in better possible way. The data from GHC revels about the frequency of visit by the guest, if guest is a frequent user of the hotel, his name may be entered in frequent users list and promotional offers may be offered to them. Hotel Club Inn Sr. No. 00786 Guest History Card Name ……………………………………………….. Company ……………………………………………… Designation ……………………………………… Address ……………………………………………….. Credit ……………………………………………….. Date of Birth
- 9. 36 ………………………………………….. Marriage Anniversary ……………………………………………….. SN. Arrived Room Rate Departed Amount Special Instructions Remarks 1. 2. 3. 4. 5. Fig: 3.5 Sample Guest History Card 3.3.1. DEPARTURE PROCEDURE IN MANUAL SYSTEM Following steps involved in departure procedure if hotel is running on manual system: Check out request received on front desk or at bell desk. Front desk sends bell boy to carry luggage down. Bell boy will fill the Departure errand card. Front desk will send the Departure Notification Slips to point of sales and other departments of the hotel (the number of DNS will be equal to the number of department to whom it will be send). Front desk informs all point of sales to rush recent credit transitions. Front desk cashier updates guest folio on the basis of recent charges is received from the point of sales. Guest reaches to the cashier’s desk. Master bill is prepared manually with supporting vouchers/bills and presented or guest’s review. Method of payment is determined and payment is revived from the guest. Luggage out pass is made. Front desk Communicate about departure of the guest to housekeeping and all department. Updating front office record. Removal of name slip from room rack at information desk. Updating the current room status. Entries are made in guest history card.
- 10. 37 Entry is made on arrival/departure register. HOTEL SAMPLE INN No. 0024500786 Name of Guest …………………………………….. Room No. …………………………………….. Date of Departure …………………………………….. Time ………………………………………… Bill No. …………………………………….. Billing Settlement Complete Partial Corporate Settlement Other ……………. ……………………………………..……………………………………..………… …………………………………… ( ____________________ ) ( ____________________ ) (Authorised Signatory) (Date) Fig: 3.6 Luggages out Pass 3.3.2. DEPARTURE PROCEDURE IN SEMI-AUTOMATED SYSTEM Following steps involved in departure procedure if hotel is running on semi-automated system: Check out request received on front desk or at bell desk. Front desk sends bell boy to carry luggage down. Front desk will inform point of sales and other departments of the hotel. Through telephone and send Departure Notification Slips. Front desk informs all point of sales to rush recent credit transitions to avoid late charges. Front desk cashier updates guest folio. Master bill is prepared using national cash register with supporting vouchers/bills and presented for guest’s review. Payment is revived from the guest. Luggage out pass is made.
- 11. 38 Front desk Communicate about departure of the guest to housekeeping and all departments. Updating front office record. Removal of Name slip from room rack at information desk. Updating the current room status. Manually updating guest history card. Entry is made on arrival/departure register. 3.3.3. DEPARTURE PROCEDURE IN FULLY AUTOMATED SYSTEM Following steps involved in departure procedure if hotel is running on Fully Automated System: Check out request received on front desk or at bell desk. Front desk will inform point of sales and other departments of the hotel through interlinked computer network. Since all the point of sales terminals are interlinked hence any credit transaction of guest will instantaneously added in the guest folio. Master bill is prepared by selecting the bill option of the cashier module. Master bill along with supporting vouchers is presented to guest for review. Payment is revived from the guest. Luggage out pass is made. Front desk Communicate about departure of the guest to housekeeping and all departments. Updating front office record. Auto removal of name of the departed guest from the in-house guest name list. Current room status is automatically updated from occupied to vacant/dirty. Guest History Card (GHC) is automatically updated. 3.4 MODE OF SETTLEMENT OF BILLS Most of the hotels, at the time of registration or even at the time of reservation request determines about the mode of settling the accounts. This makes it very convenient for the front desk employee to prepare the guest accounts, when intimation about the check-out is received from the guest. There are following modes of account settlement:
- 12. 39 Cash settlement Credit Settlement 3.4.1 CASH SETTLEMENT Cash payment option is one of the most preferred modes of settlement of guest account. This leads to the zeroing of the guest accounts. The cash settlement includes following modes of account settlement: Currency Notes Local currency Foreign currency Travelers Cheque Personal Cheque Demand Draft Debit Card Currency notes The guest can settle their account by paying the currency notes. This is one of the widely accepted modes of account settlement. While accepting currency notes the casher should check that the currency notes are genuine. Following procedure is generally adopted for accepting cash payments: Check the daily currency conversion rate if accepting foreign currency. Retain the amount outside the cash drawer till the transaction is completed. Count the value of currency in front of the guest. Make the currency encashment certificate if accepting foreign currency. Issue a receipt for the transaction. As per the government regulation, accept only foreign currency from foreigners and change; if any should be made in local currency. Travelers Cheque Travelers Cheque is also amount the widely accepted mode of account settlement. A traveler’s cheque is issued by the bank. The guest purchases the traveler’s cheque (TC) by paying the charges to the bank. The value of the TC is written on it. The purchaser of the Traveler’s cheque put two signatures, one in front of the issuing authority and a second signature in front of encasing authority. The traveler’s cheques are safe. The loss and theft of traveler’s cheque should be reported to the issuing bank and local police. While accepting traveler’s cheque from the guest for settlement of the bills the front desk cashier should proceed as follows” Ensure that the second signature is done in front of him. Check the guest’s passport to establish identity.
- 13. 40 Note down the passport number at the back of the traveler’s cheque. If traveler’s cheque is in foreign currency calculate the correct exchange as per daily rate. All change must be given in local currency. $ 100 No. 00786786786 Industrial Bank of India __________________ __________________ Counter Signature Signature No. 00786786786 Fig: 3.7 Sample Travelers Cheque Personal Cheque Personal cheques are normally not accepted mode of account settlement. In case if a guest insists to settle their bills by personal cheque ask them to get authorization from the lobby manager. When authorization from lobby manager is received, give them the application for payment by personal cheques. Check the following details: Match the signatures (in application form and on cheque) Cheque is crossed by “A/c Payee only” Check the amount written in figures and words are matching Check the date on cheque; it should not be post dated. Accept only MICR (Magnetic Ink Character Reader) cheques Do not accept second or third party cheques. Date ………………………………….. Pay ………………………………..…………………………………..………………………… ………..……………………… Rs. …………………………………..…………………………………..……………………… ………………….. of Bearer …………………………………..………………………………….. A/c No. 045888 Rs.
- 14. 41 Industrial Bank of India Dinesh Pratap Singh H-Block, Red squire, Lucknow Fig: 3.8 Sample of Personal Cheque Demand Draft Demand drafts are issued by the bank. The person who wishes to obtain a demand draft makes a request by filling the required form to bank for issuing a demand draft. The bank charges commission and issue demand draft. Demand draft is a negotiable instrument, used for making payments. It can be crossed; when it is crossed the payment will be made to payees account only. Demand draft is secured mode of payment. Debit Card A Debit Card is a plastic card issued by the bank. It can be used to make payment against purchases at merchant establishment. In many countries it also act as ATM Card (Automated Teller Machine) to withdraw money from ATM. Debit card is safer for account settlement as the amount is directly debited from the guest’s bank account and instantly credited into the hotels account. When the card is swiped the EFTPOS (electronic fund transfer point of sale) terminal contacts the computer network of the bank to verify and authorize the transaction. 3.4.2 CREDIT SETTLEMENT A credit settlement is settlement for which hotel does not receive any payment on the day of departure of the guest. It includes: Credit Card/Charge Card Payments Travel Agents Vouchers Corporate Billing Credit Card/Charge Card Payments Credit cards are among the most favored mode of account settlement. It is very convenient for the traveler to carry the credit card rather carrying the cash. Most of the hotels accept the major credit card. The credit card companies issues the list of lost and stolen credit cards. A credit card is issued and processed by bank e.g. Visa, Master. A charge card is issued and processed by privet credit card companies’ e.g. American express, Diners club carte banquet etc. Credit Card and Charge card are widely accepted in merchant establishments. A charge card is a specific type of credit card. The balance in charge card account is payable in full when the statement is received and cannot be rolled over from one billing to the next. While processing payment through credit card the front desk casher may follow these steps:
- 15. 42 Check the expiry date o credit card Check the credit limit of the card, if amount of bill exceeds the limit of the credit card request to pay the balance in cash. Swipe the card through the EFTPOS terminal for verification and authorization from the issuer of the credit card. Ask the guest to sign on transaction slip. Verify the guest signature on transaction slip from the signature panel at reverse of the credit card. Return the credit card and carbon copy of transaction slip to the guest. Follow the standard operation procedure to process he payment of the guest folio as per the house customs. Travel Agents Vouchers Most of the tour operators and travel agencies, selling package tour receives the payment for accommodation, food and beverage, and other services from the travelers at the time of selling the tour package. The travel agency makes the bookings on behalf of the traveler. They send a voucher containing the details about the billing instructions and services to be provided to the traveler. Apart from the travel agency and tour operator airlines (having contract with hotel) also send MAO (meals and Accommodation Order) or PSO (Passenger Service Order) to layover passenger or incase of delay of flights. In both the cases the hotel obtains the payments from Travel agency or Airlines. While processing the travel agent vouchers or MAO/PSO front desk casher should proceed as follows: Read vouchers carefully. Refer to the list of approved Travel agencies. Check the billing instruction. In case of foreign travel agency voucher get authorization from the lobby manager. Check the expanses covered by the voucher. Collect the payment from the guest for the services utilized by them and not covered by the voucher. Attach all the vouchers duly signed by the guest with the master bill and ask guest to verify and sign the bill. Do not give the copies of signed bills to guest. Send the guest bill and voucher to accounts department for collection of the amount. Corporate Billing
- 16. 43 The companies whose executives are travelling on the expanse of the company normally make an agreement with the hotel regarding the stay and other facilities to be offered to their executives by the hotel. The company negotiates the rate for the types of room and meal plan to be offered. The terms and conditions of the payment are also pre- determined. The reservations are made by company on behalf of the traveling executives. The executives carry the letter from the company regarding their stay and services to be offered. The front desk casher proceeds as under: Establish the identity of the traveler Checks and verifies the company in the CVGR (Company Volume Guarantee Rate) list. Checks the services covered by the agreement of the company Any service or facility utilized by the guest not covered by the company should be charged separately from the guest. Cashers prepare the guest bill along with all supporting vouchers and ask the guest to verify and sign the bill. Do not give the bill to the guest. Send the duly signed bill to accounts department for collection from company. Sometimes guest utilizes facilities and services like telephone, laundry and drinks; which are not covered by the Travel Agent Voucher or company agreement. In that case the guest should settle these sundry accounts by direct payment to the hotel either in cash or by credit card. 3.5 POTENTIAL CHECK-OUT PROBLEMS Check-out is a very critical step of the guest cycle. A guest who leaves the hotel having last good impression will return and also advice their friends to patronize the same property. Though hotel takes all necessary steps to eliminate the problems during check- out, still one of the following problems may occur during check-out: Long queue at the cashier counter Improper posting of charges in the guest folio. These can be rectified by using : Self check-out terminals Express checkout system Accurate guest accounting system
- 17. 44 3.6 LATE CHECK-OUT Most hotels have a stated check-out time at which departing guests must vacate their rooms. Late check-out means that the guest is not vacating his room on or before the check-out time on the date of departure. Late check-out may create a problem in efficient operation of the hotel as it may lead to make a long queue of the guest arrived in hotel having confirmed booking. Minimizing late check-out A hotel may take following preventive measures to minimize the late check-outs: Check-out time should be informed to the guest The information regarding the same should be printed on the key card and it should be displayed at the back of the room doors. Late check-out charges may be added in the guest bill. They must be informed about the same at the time of registration. Guests may be advised to vacate the room and their luggage may be kept in luggage room without any extra cost. In case of groups, hospitality rooms should be provided without any extra charges. 3.7 CHECK OUT OPTION The standard check-out requires more time as it involves several sequential steps. The guest needs and technologies are changing at a fast pace. The guest wishes a queue free speedy check-out procedure. All these led hotels to develop alternatives to standard check-out and settlement procedure. The combination of technologies and guest requirement evolved the matching queue free and flawless check-out and settlement procedures. They are: Express check out Self check out 3.7.1. Express check out (ECO) The front desk is flooded with check-out requests at peak check-out time generally in the morning hours. The preparation and settlement of bills are time consuming. This leads in creating a long queue at the front office cashier’s desk. To avoid this situation some properties have developed a speedier check-out procedure known as express check-out. The express check-out service reduces the pressure at
- 18. 45 cashier’s desk. The guest gets the benefit of avoiding long waiting time at cashier’s desk during the peak check-out time. The express check-out procedure involves the express check-out form and a pre- departure folio. The express check-out form is an authorization by guest to charge the outstanding balance through their credit card. By signing the express check-out form guest agrees to account finalized by front desk cashier after they have left the hotel. These forms are available at front desk or send to guest on the morning of date of departure. The ECO from is accompanied with a copy of guest’s folio indicating the approximate total. By signing the ECO guest transfers their outstanding folio balance to credit card voucher that was created at the time of registration (some hotel have developed a policy to take imprint of the credit cards of the guest). The guests may also be informed about variance in the amount of approximate total due to use of any chargeable facilities after they have signed the ECO and actually departed from the hotel. The variance may also be there in case of any late charge received by the front desk cashier. After signing the ECO the guest can leave the hotel at their convenience without arriving at cashier’s desk before check-out time. The front desk cashier will finalize the account including any late charges a complete the imprinted credit card voucher. The signature on ECO form will send the signed ECO and the filled imprint of the credit card company for settlement of the accounts. The hotel may mail a copy of the guest’s final bill at their mailing address so that they can check the monthly statement of their credit card. 3.7.2. Self check out terminal Self check-out terminal is a combination of technology and need of speedy check- out. This facility is only possible in a fully automated hotel. The self-check-out terminals are interfaced with PMS (Property Management System) of the hotel. The self check-out terminals may be located in the lobby. The model and design of the self check-out terminal will depend up on the manufacturer of the same. By using the Self check-out terminal the guest can access to their folio and can review the folio and settle their account through their valid credit card. The check-out completes when the guest’s outstanding balance is posted to their credit card account. The terminal will dispense a printed statement of account settlement. Simultaneously the system will communicate and updated room status to front desk computer. The front office module of PMS will automatically update the room status and other records like guest history card. The self –check-out terminals have following benefits: Minimize guest wait time Simplifies guest check-in and check-out In case of check-in, dispense room keys Integrated with existing hotels Property Management System Guest’s verification by credit card o key card
- 19. 46 It is available in options like Check-out only, Check-in/Check-out, and cash acceptor. Check your progress Q.1. Cash payment is the best mode of bill settlement. Explain with reasons. ………………………………………………………………………………………… ………………………………………………………………………………………… ……………… Q.2. Explain the Departure procedure. ………………………………………………………………………………………… ………………………………………………………………………………………… ……………… 3.8 SUMMARY The check-out is the final stage of the guest cycle. This is a very crucial stage in the guest cycle because the guest will be departing from the hotel. The hotel should be able to collect all outstanding charges from the guest before they leave the premises, and at the same time it is a time for creating the long lasting impression on the guest. The departure procedure should be simple and less time consuming. The guests who are departing may be in hurry to catch the flight. The long queue at the front desk during peak check-out period (generally morning hours) should be avoided. The speedy check-out procedure, queue free front desk at departure time and efficient and error free billing are the key factors for imparting him last minute impression on guest. The mode of billing is established at the time of registration. The front desk cashier should collect the payment in accordance. The front desk cashier should be efficient in making the guest bills. They should contact point of sales and minor revenue producing sections or latest credit transactions so that an accurate bill is prepared. In order to assist the guest, hotel may offer the facility of express check-out. The guest is requested to fill the ECO form, which is an authorization to transfer the charge to their credit card account. The guests who fill the ECO forms may leave the hotel by handing over the filled form and room keys to bell boy or deposit in the drop box located in lobby. 3.9 Glossary Check – out – The procedure of vacating the hotel room, settling bills, and leaving the hotel. Guest folio - A statement showing the balance of the guest’s financial obligation towards the hotel. Personal cheque - A cheque drawn against fund deposited in an individual’s personal bank account.
- 20. 47 Check – out – A guest has registered at the Front desk and been allotted this room. Departure errand card - A card filled by the bell boy, who brings the departing guest luggage from his room. Early departure – The departure of a guest before his expected date of departure. 3.10 Check your progress - Answer Ans.1. The cash payment option is one of the most preferred modes of settlement of guest account. At the time of settlement, the cashier zeroes balance in the guest account. If there is a credit balance in the guest folio, the hotel will pay back the balance amount to the guest to makes the balance zeroes. Ans.2. The Departure procedure may vary from hotel to hotel according to the degree of automation of the organization. The following steps are involved in the departure procedure. The check out request is received at the front desk or bell desk. The bell boy fills the departure errand card. The front desk alerts all points of sale to rush last minute credit transaction to the front desk. 3.11 Further references Tewari, Jatashankar (2009) Front office operations, Oxford University Press, New Delhi.pp144-148 Bhatnagar, Sunil(2002)Front Office Management, Franks Bros. & Co,New Delhi.pp194-198 Andrews, Sudhir(2008) Text book of Front office Management & operations, Tata McGraw Hill, New Delhi. 3.12 Suggested Readings Tewari, Jatashankar (2009) Food & Beverage Service, Oxford University Press, New Delhi. Andrews, Sudhir(2008) Text book of Front office Management & operations, Tata McGraw Hill, New Delhi 3.13 Terminal Questions Q-1 Explain the Express check out Procedure. Q-2 Discuss the difference between Cash and credit settlement. Q-3 Explain the advantages of express check – out facility offered to guest.