cHECK OUT

sauravmangal

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This is a very good presentation. I am hereby requesting access of it and permission to use it to teach. Please email it to the following addresses: ann_russell@heart-nta.org and annorussell@yahoo.com Thank you. With hospitality, A. Russell

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nice ppt pls send me for teaching my students thank you. e-mail pitchai.suresh@rediffmail.com regards, p.suresh

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Presentation Transcript

Session 8-Check out and Settlement :

Session 8-Check out and Settlement

Slide 2:

What are we going to cover? Checkout and Account Settlement-Functions and Procedures. Terms and Terminology Departure procedures. Methods of settlement Late checkout Innovative Checkout Options Unpaid Account Balances Account Collection and Account Aging Guest History Handling Credit Cards:Policy,Procedures etc. Taj Inner circle - Market Follow Through Check out-Role Play using standard talk lines.

The three important functions at Check Out are : :

The three important functions at Check Out are : It resolves outstanding guest account balances It updates room status information. It creates guests history records.

Steps in Check out & Settlement :

Steps in Check out & Settlement Inquire about additional recent charges Posting outstanding charges Verifying account information Presenting the guest folio Verifying the method of payment Processing the account payment Checking for mail, messages and faxes Checking for safe deposit box or in-room safe keys Securing the room key Updating the room’s status Inquiring about the guest’s stay and experience

Methods of Settlement :

Methods of Settlement Cash Payment Credit Card Direct Billing Transfer or Company Billing Combined Settlement Methods

Methods of Settlement :

Cash Payment in Full: The FO takes the guest cc on check in to gain charge privileges. Some guests may change their payment on departure and pay cash where in the credit card details taken on arrival must be destroyed as he will make payment in cash. FOREX may also be used which has to be converted to local currency then used for check out. There is usually a mark up on rates charged for currency conversion, since banks charge hotels fees for currency conversion Methods of Settlement Credit card Transfer: Credit card payment brings the account to zero, hotels usually track the same until payment is actually received from the credit card company. Therefore the account is transferred from a guest account to a non-guest account or city ledger. Company bills or City ledger: Some guests transfer their bills from guest ledger to the city ledger. They are not acceptable, unless approved by the credit department before guest registration. On departure a sign is taken on 2 copies, both are retained by the hotel the 2nd copy is given to the company along with all vouchers for payment Combined Settlement Methods: A guest may elect to use more than one settlement method to bring the folio balance to zero. eg. Cash + CC,FOREX+CC,Co. billing +CC

Late Check Out :

Late Check Out Some guests may check out later than their check out time. Some hotels charge an extra amount as late check out fee.

Innovative Check Out Options :

Innovative Check Out Options Express check-out. Self Checkout. In room folio review and check out.

Innovative Check Out Options (contd.) :

Innovative Check Out Options (contd.) Express Check out A common pre-departure activity involves producing and distributing guest folios to guests expected to check out. This is done before 6AM on the day of departure. An express check-out form with each pre-departure folio, which requests guests to notify the front desk if departure plans change. This is deposited with the Front office. The Front office then using this form and charges the guest folio to the details collected at check in, hence this must be accurate. Late charges if any must be factored in. A line mentioning on the express checkout form must inform the guest of the same. If this is being posted to the guest folio and is being charged for the same, proper validation on the guest bill must be there to support any queries that may crop up later.

Innovative Check Out Options (contd.) :

Innovative Check Out Options (contd.) Self Check-out: Guests can check themselves out of the hotel by accessing the self check-out terminals. These are interfaced with the front office computer and are intended to reduce checkout time at the front desk. Process is as follows: The guest accesses the folio and reviews its contents. The guest enters the credit card through a magnetic strip reader. Checkout is complete when the guest balance is transferred to a credit card account and an itemized account is printed and dispensed to the guest.

Innovative Check Out Options (contd.) :

Innovative Check Out Options (contd.) In room folio review and checkout It relies on an in room TV set with a remote control device or guest room telephone. The guest can confirm a previously approved method of settlement for the account. The front office then prints a copy of the folio at the front desk for the guest to authenticate and sign.

Unpaid Account Balances or Late Charges :

Unpaid Account Balances or Late Charges Guests who do not pay are known as SKIPPERS. Late charges are those posted after a guest checks out. Steps to minimize late charges:- Post vouchers upon arrival at Front Office Survey equipment and areas for non-posted charges Ask guests about charges not on folio

Account Collection :

Account Collection Late charges that are billed to departed guests should not be classified as un-collectible until the front office has exhausted all billing and collection procedures Guest accounts not settled at checkout by cash payment in full regardless of the credit established or prepayments may be transferred from the guest ledger to the city ledger for collection.

Account Collection :

Account Collection City ledger accounts include: Credit card billings to authorized credit card companies City ledger to approved companies Travel agency for authorized tour groups Bad Check A/c they are from departed guests whose personal checks were returned unpaid. Skipper Accounts: Those guests who have left the hotel without settling their account. Disputed bills those guests who refused to settle their accounts on account of a discrepancy. Guaranteed Reservations for billing and tracking no-show guests. Late charge accounts For guests who checked out before some charges were posted to their accounts. House accounts for non-guest and promotional activities

Account Collection :

Account Collection Policies are established by front office based on: · When outstanding account balances are payable · The number of days between billings · How to contact departed guests whose accounts are overdue. Timing is important for accounts collection. These can range from aggressive(short cycle) lenient(long cycle) depending on the hotels needs What procedures are adopted by hotels? The hotel should have documented procedure for collecting overdue accounts some may adopt a credit overview committee to examine the same. Conscious decisions should be taken by the committee with the Senior management team if these unsettled accounts should be maintained or written off.

:

In the case of master accounts Credit for the same is to be pre checked before arrival. All charges are to be posted after the approval of the tour leader, or unless specified in the contract. From an accounting perspective some properties attribute un-collectible accounts back to the department that originally accepted the un-collectible charge Account Collection

Account Aging :

Account Aging Credit card billings are normally paid according to the hotel’s contractual agreement with the credit card company. Factors that affect the length of this period include: · the volume of transactions and funds · any transaction fees · frequency of mailing vouchers to the credit card company · electronic transfer of transactions and funds. The hotel should establish methods for tracking past due accounts based on the date the charges were incurred. This is called account aging. This differs from property to property depending on the variety of hotel credit terms in effect. Accounts less than 30 days old are current. Accounts older than 30 days are overdue. Accounts older than 90 days are delinquent

Front Office Records :

Front Office Records Registration cards are usually filed and kept in alphabetical order by departure date. Account folio: Sometimes 3 copies are taken of the account folio. Given to guest Sent to the Company for settlement Hotels permanent record

Guest History Record :

Guest History Record Front Office management can better understand its clientele and determine guest trends when it develops and maintains a guest history file. It contains personal and financial data about guests who have stayed in the hotel called a Guest History record. Many front offices build their guest history files from a collection of expired registration cards or through special forms that ask for personal details

You will need... :

You will need... An imprinter An EDC terminal Charge slips Guest’s credit card Guest’s Folio duly completed A ball-point pen Handling Credit Cards

Policy :

Policy Check expiration date Seek authorization or denial Check cancellation bulletins Check card for physical damage Check validity of credit card Imprint credit card on appropriate voucher / charge slip Check floor limit of card (brand / type / affiliation) Reserve credit if required Establish credit

Procedure for checkout :

Procedure for checkout Present guest folio Seek confirmation of charges Request credit card Zero balance / Close account Imprint charge slip Fill out charge slip with following: Date of charge Folio number Amount of charge Approval code (if any) 7. Present charge slip for guest’s signature 8. Verify signature with that on credit card 9. Seek signature on folio 10. Separate “card member” copy of charge slip.

Procedure (Contd.) :

Procedure (Contd.) Separate guest’s copy of folio Attach following: Card member copy of charge slip Guest’s copy of folio Supporting vouchers Present the above in an envelope to guest. Enquire about future stay and if reservations required. Thank Guest for: Stay Service opportunity Bid farewell

The Taj Loyalty Program :

The Taj Loyalty Program TAJ INNER CIRCLE Taj Loyalty Programme Membership is open to Indian and foreign nationals Above 18 years of age Should spend at least Rs.25,000 net of taxes on all eligible charges in a continuous period of sixty days using the temporary (blue) card at one or more of the participating Taj hotels

Taj Inner Circle Contd. :

Taj Inner Circle Contd. 1 point is earned for every Rs.100 spent, net of taxes Gold card members earn points @ 1 point per Rs.80 net of taxes Points can be earned for charges on room, F&B (mini bar, restaurant and room service), telephone, fax, laundry and business center Points are not given for banquets, additional rooms, car hire, salon, fitness center, shopping arcade, tips, taxes, etc. Membership is not open to airline crew, conference guests and tour groups

Taj Inner Circle contd. :

Taj Inner Circle contd. Guest fills in enrolment form and is given a temporary card His membership data is entered in the system A temporary BLUE card is given to the guest The guest must accumulate 250 points within 60 days He receives his permanent silver card and welcome pack Criterion for a gold card is to earn 2000 points net of taxes during 12 months

Taj Inner Circle contd :

Taj Inner Circle contd Membership validity – two years from the date of enrolment Point validity – two years from the date they are earned

Taj Inner Circle contd. :

Taj Inner Circle contd. BENEFITS & PRIVILEGES Fruits & flowers in room Complimentary sauna Free use of health club except massage for resident guests DISCOUNTS 20% on business center 10% on telecom 15% on laundry Double occupancy at no extra cost Early check-in at 9:00am & late check-out at 6:00pm* Priority wait list *subject to availability*

Taj Inner Circle contd :

Taj Inner Circle contd REWARDS Free stays at Taj Hotels Merchandise like leather, crystal, accessories, consumer and business electronic equipment, sports equipment, fitness equipment, jewelry, crockery and silver ware.

Slide 30:

Night Audit