Departure Flashcards
What is on change
On –Change is a house-keeping term which means that the guest has checked out of the hotel and room need to be cleaned and readied for the next guest.
Steps of departure
1.Inquiring about additional recent charges from all other point of Sale(P.O.S)
2.Posting outstanding charges,i.e,posting recent charges which are not posted by
P.O.S.
3.Verifying account information.
4.Presenting the guest Folio.
5.Verifying the method of payment.
6.Processing the account payment
7.Zeroing out the guest account
8.Checking for mail,messages and faxes.
9.Checking for safe deposit and in room safe keys.
10.Updating the room status to on change.
11.Inquiring about the guest stay and experience.
12.Inquiring about the future reservation.
Bell desk activity during departure
Bell boy fills the departure Errand Card and proceed to the room.
In the room ,he counts the luggage in front of the guest,luggage description and numbers are updated in Errand Card.
Ascertain if any guest room article are misplaced or lost,in case of such event inform the floor supervisor or receptionist.
Escort the guest to elevator and allow him to enter the elevator first.ask if the guest require Taxi.
After loading the luggage in preferred vehicle,Bell boy return to Bell Desk the write time in Errand Card.
What are the methods of settlement
Cash payment Credit card transfer Travel agent voucher Direct billing transfer Combined settlement method
Explain cash payment in full
A cash payment in full at check-out will bring a guest account balance is zero.The front office should mark the folio paid.The front desk should destroy the guest credit card voucher imprinted at registration ,when guest pay the account in full with cash.
Credit card transfer
Credit card Transfer:Even though credit card settlement brings the guest account to zero,the amount of the charge must be tracked untill the payment is actually received from credit card company.
Travel agent voucher as a method of settlement
Travel Agent Voucher-The voucher is signed by guest and given to Front Desk.
Direct billing transfer as a method of settlement
4.Direct Billing transfer-Like,Credit card settlement,direct billing transfers a guest account balance from the guest ledger to city ledger.Unlike credit card,the billing and collecting a direct billing lies with the hotel.
Combined Settlement Method: as a method of settlement
A guest may choose to use more than one settlement method to bring the folio balance to zero.
Late check-out
Guest do not always check out by the hotel’s posted check out time.
To minimize check out ,the front office should post check out time notice in prominent places,such as back of all hotel door and in some location at Front Desk.
A reminder of check out time can also be included in any pre-departure material distributed to guest who are supposed to be checked out.
Some hotel authorizes front desk to charge late check out fees.
Late check out fee is a imposed by some hotel on guest who do not check out on time.
What are the checkout option
Express checkout
Self checkout
Express checkout
Guest may encounter long line at the front desk when trying to check out.To ease front office volume ,some initiate check out activity well in advance.
A common pre –departure activity involves producing and distributing Guest folio to guest expected to check out.
Normlly ,FO will distribute an express check out form with each pre-departure folio.
Express check out form may include a note for guest to notify the front desk if departure plan changes.
By completing such a form,the guest authorizes the front desk to transfer his or her outstanding folio balance to the credit card voucher that was created during registration.
Self check-out
In some hotel the guest can check themselves out of the hotel by accessing self –check out terminals in the lobby.
They are intended to reduce check out time and front desk traffic.
They vary in design,some resembles bank automatic bank teller machines.
To use a self check-out terminal,the guest access the proper folio and review its content.
The guest may required to enter a credit card number by using a keypad or by passing the card through magnetic strip reader attached to the terminal.
Check out is complete when the guest balance is transferred to credit card account
Skipper
Skipper-A guest who had left hotel without settling their account.
Late check-out
Late check out-The guest is being allowed to check out later than the hotel’s standard check out time.
