Chapter 9 CheckOut and Account Settlement

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Chapter 9Check-Out and Account Settlement
Managing Front Office OperationsEighth
Edition (333TXT or 333CIN)
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Competencies forCheck-Out and Account Settlement

• Identify functions and procedures related to the
  check-out and settlement process, including
  departure procedures and methods of settlement.
• Describe express check-out and self check-out
  procedures.
• 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.

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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

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Departure Procedures

• Inquire about additional, recent charges
• Post outstanding charges
• Verify account information
• Present guest folio
• Verify method of payment
• Process account payment
• Check for mail, messages, faxes

(continued)
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Departure Procedures
(continued)

• Check for safe deposit box or in-room safe keys
• Secure room key/keycard
• Update rooms status
• Inquire about guests stay and experience
• Request that guest complete a guest satisfaction
  survey
• Update guest history file

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Methods of Settlement

• Cash payment in full
• Credit card transfer
• Direct billing transfer
• Combined methods

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City Ledger Accounts

• Credit/debit card billings
• Direct billings
• Travel agency accounts
• Bad check accounts
• Skipper accounts
• Disputed bills
• Guaranteed reservations accounts
• Late charges accounts
• House accounts

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Account Aging

• 30 dayscurrent
• 30 daysoverdue
• 90 daysdelinquent

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Guest History Files

• Help managers understand guests
• Help managers determine guest trends
• One of last steps in 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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Marketing Follow-Through at Check-out

• Tracking guest stays for frequent-guest/traveler
  programs
• Verifying guests club membership status
• Providing guest comment cards
• Making reservations for departing guests (for the
  next stop, or for future trips)