Guest Check-out

ACHIEVEMENT
To ensure that the guest bill settlement process is handled quickly and efficiently.

PROCEDURES
Guests could either call at the Front Desk to announce departure or just come to the Front Desk to check out.
Waiting in the queue at the Front Desk should not be more than one minute.
If you are engaged, waiting guests must be acknowledged with proper eye contact.
“Sir, just a moment please, I shall be with you as soon as I have assisted this gentleman/lady.”

Locate the record of the guest and the bill in the system and the reg. card as well as supporting vouchers from the file within 30 m seconds.
Addresses the guest by his/her last name at least 3 times during the check out (ensure the correct pronunciation of the name and never call the guests by their first name). Separately acknowledge the children.
Verify the departure date, room number.
Ensure that:-
The F& B charges are posted correctly.
The Miscellaneous charges are posted correctly.
The Telephone charges are posted correctly.
The mini-bar charges are posted correctly.
The late charges to be posted are confirmed with the guest.

“I am Mr. Verma from room number 209 would like to check-out.”
“Certainly, Mr.Verma let me bring out your registration card”
“How was your stay Mr.Verma?”
“Are there any other late charges like breakfast, mini-bar etc.?”
“Your folio is ready would you like to review it?”

Confirm the method of payment and ensure that the billing instruction and charge routing instruction established at the time of check-in are correctly adhered to.
Offer transportation assistance.
“Mr.Verma, how would you be proceeding to the airport?, we can organize a vehicle to drop you”(if yes check if the charges are to be added to his bills)

Offer to print a copy of the bill for review.
“Mr. Verma would you like to keep all the charges to your credit card given at the time of check-in” “Thank you for staying with us Mr.Verma we hope to see you again.”

Process payment discretely and issue correct change if any.
If the guest issues cash or credit card to settle his/her account post the corresponding Rupee value in the Fortune. And print a copy of the invoice and offer it to the guest. Issue the change. Do not cancel the credit card authorization, if any, from the swipe machine unless specifically mentioned by the guest.
If deposit paid in advance is more than the total expenditure of the guest. Post a paid out, take guest’s signature and print a copy of the bill for the guest.
If the guest settles his bill by the credit card, use the approval code to settle the amount. Post the amount as payment by relevant credit card and print a zero balance copy of the guest invoice. Take Guest’s signature on the credit card slip and include that in the paperwork.
If the guest settles the bill against a company account or a letter of credit ensure that required authorization is available. Also, only the authorized items of expenditure should be billed to the company or against letter of credit and the balance is to be settled by the guest either by credit or cash.
Similarly, if the guest pays using the travel agent voucher, ensure that the only authorized/listed items of expenditure are settled against such voucher and the balance is settled by the guest himself.

If the guest is checking out late, ensure that the late charge is posted as required and billing instructions are correctly adhered to while settling the late charges. Specifically, in case of a settlement against letter of credit, company or house account, travel agent voucher, Front desk must ensure that the billing and the charge routing instructions are accurately adhered to and clarified to the guest.

If the credit is to be extended to the guest other than a normal credit, ensure that the proper forwarding address is taken.

Verify the time of vacating the room.

1In no circumstances the FOE should allow any folio to have open balances at his/her shift.
· Offer baggage assistance. (If the bags have to be fetched)
“Mr. Verma would you require assistance to bring your bags down?”

· Luggage assistance should be provided in less than 8 minutes.
· Request to have the keys back.
· Offer to make a reservation for the future date.
· Take note os any comments/complaints. Specifically thank the guest for pointing out the problem.
· Check for future reservations.
· Thank the guest for staying at the hotel.