{"id":2458,"date":"2020-06-11T06:41:09","date_gmt":"2020-06-11T05:41:09","guid":{"rendered":"http:\/\/ihmnotessite.com\/?page_id=2458"},"modified":"2020-06-11T07:08:08","modified_gmt":"2020-06-11T06:08:08","slug":"check-out-procedure","status":"publish","type":"page","link":"https:\/\/ihmnotessite.com\/index.php\/home\/hmct-notes\/bhmct-2nd-year\/front-office-4th-sem\/check-out-procedure\/","title":{"rendered":"CHECK OUT PROCEDURE"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2458\" class=\"elementor elementor-2458\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-06f9de1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"06f9de1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-31d1289\" data-id=\"31d1289\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e77d27f elementor-widget elementor-widget-image\" data-id=\"e77d27f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"510\" height=\"395\" src=\"https:\/\/ihmnotessite.com\/wp-content\/uploads\/2020\/06\/check_in-co.jpg\" class=\"attachment-large size-large wp-image-2463\" alt=\"\" srcset=\"https:\/\/ihmnotessite.com\/wp-content\/uploads\/2020\/06\/check_in-co.jpg 510w, https:\/\/ihmnotessite.com\/wp-content\/uploads\/2020\/06\/check_in-co-300x232.jpg 300w\" sizes=\"(max-width: 510px) 100vw, 510px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-99707b5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"99707b5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-44a3d7d\" data-id=\"44a3d7d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-036a61b elementor-widget elementor-widget-text-editor\" data-id=\"036a61b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #000000;\"><strong>INTRODUCTION<\/strong><\/span><\/p><p><span style=\"color: #000000;\">Front office is the department which is responsible to do registration of the arrival guests and to provide the best suitable package according to the guest\u2019s preference. Once the guest has been utilized the hotel\u2019s facilities such as Room, Food &amp; Beverages, Spa and Gym facilities and many more in various forms. Then it\u2019s time to depart as per his schedule, the check out procedure is followed and maintained.<\/span><\/p><p><span style=\"color: #000000;\"><strong>DEPARTURE PROCEDURE\/CHECK OUT PROCEDURE <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Guest arrives at F\/O for C\/O Cashier updates guest folios.<\/span><\/li><li><span style=\"color: #000000;\">A Check out request is received at the Front Desk Departure Notification Slip<\/span><\/li><li><span style=\"color: #000000;\">Bell Desk is informed Cashier presents the bill Guest settles the account<\/span><\/li><li><span style=\"color: #000000;\">Bell Boy collects the luggage Bell Boy deposits the key at front desk Bell Boy loads the luggage in the car.<\/span><\/li><li><span style=\"color: #000000;\">Front desk updates the F.O. records<\/span><\/li><li><span style=\"color: #000000;\">Check out information sent to all<\/span><\/li><li><span style=\"color: #000000;\">Front Desk makes luggage pass out<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>CHECK OUT REQUEST <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Check Out request is received from the guest either at the front desk or bell desk.<\/span><\/li><li><span style=\"color: #000000;\">The information is communicated to all the concerned departments and points of sale.<\/span><\/li><li><span style=\"color: #000000;\">The employee must ask details like guest name, room number etc. and check the departure date. In case of early departures other departments should be informed.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>LUGGAGE HANDLING <\/strong><\/span><\/p><p><span style=\"color: #000000;\">The front desk requests the bell captain to send a bell boy to bring the guest luggage to the lobby. The bell boy fills the departure errand card and the bell captain makes the entry in the control sheet.<\/span><\/p><p><span style=\"color: #000000;\">Housekeeping attendant is responsible to look around the room for signs of any damage to the hotel property. Draw the curtains and lock the balcony and windows. Check for any guest belongings left behind by mistake Collect the room keys from the guest Lock the room and hang \u201cClean my room\u201d tag on the door knob.<\/span><\/p><p><span style=\"color: #000000;\"><strong><a style=\"color: #000000;\" href=\"https:\/\/image.slidesharecdn.com\/checkout-141224203433-conversion-gate02\/95\/check-out-process-7-638.jpg?cb=1419475887\">\u00a0<\/a>ACCOUNTING ALL TRANSACTIONS <\/strong><\/span><\/p><p><span style=\"color: #000000;\">The front desk informs housekeeping and all points of sale to rush the latest credit transactions to the front desk, so that the cashier may add them to the guest account. As the guest may refuse to pay any charges after she\/he has checked out, the hotel should ensure that all the transactions have been billed to the guest at the time of account settlement<\/span><\/p><p><span style=\"color: #000000;\"><strong>UPDATING GUEST FOLIO <\/strong><\/span><\/p><p><span style=\"color: #000000;\">Front Desk cashier updates the guest folio: Adding the latest credit transactions received from the points of sale. Checking if any late check-out charges are applicable and to examine the current entries in guest account<\/span><\/p><p><span style=\"color: #000000;\"><strong>PRESENT THE BILLS ALONG WITH SUPPORTING VOUCHERS<\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Enter the method of payment<\/span><\/li><li><span style=\"color: #000000;\">Take out the guest folio<\/span><\/li><li><span style=\"color: #000000;\">Check the room number<\/span><\/li><li><span style=\"color: #000000;\">Prepare bills in duplicate<\/span><\/li><li><span style=\"color: #000000;\">Bills are prepared on the basis of guest folios.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>DETERMINATION OF MODE OF PAYMENT <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">The methods of payment of bills may be cash \u2013 in local and foreign currency; cash equivalents like demand draft, traveler&#8217;s cheque and debit card or through credit modes like credit card, travel agent voucher and corporate billing<\/span><\/li><li><span style=\"color: #000000;\">Receiving Payment<\/span><\/li><li><span style=\"color: #000000;\">The guest reviews the bill and makes the payment in the pre decided mode.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>MARKETING ACTIVITY <\/strong><\/span><\/p><p><span style=\"color: #000000;\">During the check out the cashier should: Ask guest about their experience at the hotel and ask them to fill a feedback form if guests have any complaints, the cashier should note the same and apologize. The cashier must inform the guest about the upcoming offers. The cashier may suggest future reservation for the guest\u2019s return trip<\/span><\/p><p><span style=\"color: #000000;\"><strong>UPDATING FRONT OFFICE RECORDS <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Current Room Status<\/span><\/li><li><span style=\"color: #000000;\">Guest History Card<\/span><\/li><li><span style=\"color: #000000;\">Arrival \/ Departure Register<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>MODE OF SETTLEMENT OF BILLS<\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\"><strong>FOREIGN EXCHANGE <\/strong><\/span><\/li><li><span style=\"color: #000000;\">All the entire foreign visitor\u2019s in a hotel can settle their accounts in the currency of their country \u2013 dollar, euro, pound etc. Hotels have to take a valid license from RBI to deal with foreign currency. Hotels can buy and sell foreign currency after obtaining the purchase license.<\/span><\/li><li><span style=\"color: #000000;\">Currency Exchange Procedure Guest contacts the F.O. cashier for currency exchange The cashier requests the guest for passport to verify his identity The cashier asks the guest the amount to be exchanged The cashier checks the exchange rate from RBI The cashier prepares the currency exchange certificate The cashier requests the guest to sign the certificate.<\/span><\/li><li><span style=\"color: #000000;\">The guest gives the foreign currency to the cashier The cashier calculates the total amount to be paid in local currency The cashier gives the amount to the guest along with the original currency certificate. The 2nd copy is attached with the currency The cashier fills the details of the currency exchange in the control sheet.<\/span><\/li><li><span style=\"color: #000000;\"><strong>CASH SETTLEMENT <\/strong><\/span><\/li><li><span style=\"color: #000000;\">The cash payment is one of the most preferred modes of settlement of guest accounts. At the time of settlement, the cashier zeroes the balance in the guest account.<\/span><\/li><li><span style=\"color: #000000;\">If there is a credit balance in the guest folio, the cashier requests the guest to sign the certificate. If there is a debit balance, the hotel requests the guest to pay the balance.<\/span><\/li><li><span style=\"color: #000000;\"><strong>TRAVELLER\u2019S CHEQUE <\/strong><\/span><\/li><li><span style=\"color: #000000;\">A Traveler&#8217;s cheque is an internationally accepted cheque for a sum in a specific currency that can be exchanged for local currency.<\/span><\/li><li><span style=\"color: #000000;\">It is issued by a financial institution and can be protected against loss or theft. It is useful especially in the case of overseas travel where all credit and debit cards are not accepted.<\/span><\/li><li><span style=\"color: #000000;\"><strong>Procedure for settling the bill through TC<\/strong>: Ensure that the 2nd signature is put in front of the cashier on the TC.<\/span><\/li><li><span style=\"color: #000000;\">Check the guest\u2019s passport to establish identity Note down the passport number behind the TC Calculate the value as per the daily rate Return the balance to the guest in local currency.<\/span><\/li><li><span style=\"color: #000000;\"><strong>DEBIT CARD <\/strong><\/span><\/li><li><span style=\"color: #000000;\">It is a card that allows customers to access their funds immediately, electronically. It enables the holder to withdraw money or to have the cost of purchases charged directly to the bank account without paying by cash or writing a cheque.<\/span><\/li><li><span style=\"color: #000000;\">In case of insufficient funds, the bank does not authorize the transaction and the guest is requested for an alternate mode of payment.<\/span><\/li><li><span style=\"color: #000000;\"><strong>CREDIT SETTLEMENT <\/strong><\/span><\/li><li><span style=\"color: #000000;\">Credit Card<\/span><\/li><li><span style=\"color: #000000;\">Travel Agent Voucher<\/span><\/li><li><span style=\"color: #000000;\">Bill to Company<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong><u>CREDIT CARD <\/u><\/strong><\/span><\/p><p><span style=\"color: #000000;\">It is a payment card that allows the owner to obtain goods and services on credit terms.<\/span><\/p><p><span style=\"color: #000000;\"><strong>PROCEDURE:<\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Check the card holder\u2019s name on the card Check the expiry date of the card<\/span><\/li><li><span style=\"color: #000000;\">Swipe the card through the machine for verification and authorization from the issuer of the card,<\/span><\/li><li><span style=\"color: #000000;\">Ask the guest to sign on the transaction slip,<\/span><\/li><li><span style=\"color: #000000;\">Verify the guest signature with the signature on the backside of the card,<\/span><\/li><li><span style=\"color: #000000;\">Return the credit card and carbon copy of the transaction slip to the guest.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>TRAVEL AGENT VOUCHER <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">The tour operators receive advance payment from traveler&#8217;s at the time of selling the tour package. The TA sends a voucher to the hotel with the details of the billing procedure and the services to be provided to the guest. While Check Out the cashier must:<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>Check the billing instructions: <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Collect payment for the services not covered<\/span><\/li><li><span style=\"color: #000000;\">Check the expenses covered by the voucher<\/span><\/li><li><span style=\"color: #000000;\">Read the voucher carefully.<\/span><\/li><li><span style=\"color: #000000;\">Send the guest bill and vouchers to the accounts department for the collection of the amount from the TA.<\/span><\/li><li><span style=\"color: #000000;\">Do not give the copies of the signed bill to the guest as they need to be given to the TA<\/span><\/li><li><span style=\"color: #000000;\">Attach all the vouchers signed by the guest with the master bill and ask the guest to sign the bill. \u00a8<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>BILL TO COMPANY <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">The executives carry a letter from their company, which is called a bill to company letter, as a proof of their identity.<\/span><\/li><li><span style=\"color: #000000;\">The reservations are made by the company on behalf of the travelling executives.<\/span><\/li><li><span style=\"color: #000000;\">Some companies, whose executives, travel at the expense of the company, make a deal with hotels, whereby they determine the rates for different types of rooms and meal plans to be offered to their executives.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>PROCEDURE<\/strong>: Ask the guest to show his identity card and BTC letter Verify that the company is listed in the CVGR (Company volume guarantee rate) list of the hotel Check the billing instructions Prepare the guest bill and ask the guest to sign Send the bill to the accounts department for collecting payment from the company<\/span><\/p><p><span style=\"color: #000000;\"><strong>POTENTIAL CHECK-OUT PROBLEMS AND SOLUTIONS<\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\"><strong>LATE CHECK &#8211;<\/strong> <strong>OUTS<\/strong><\/span><\/li><li><span style=\"color: #000000;\">If a guest vacates his room after the check out time, it is considered late check out. This may create a problem especially during high peak time.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>A hotel may take the following preventive measures: <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Inform the guest about the late C\/O charges Print the C\/O timings on the key card cover Add the late C\/O charges in the guest bill Offer to keep the luggage in the \u201cleft luggage room\u201d<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong><u>LONG QUEUES AT THE CASHIER <\/u><\/strong><\/span><\/p><p><span style=\"color: #000000;\"><strong>Check out may take time; therefore hotels have come up with various solutions: <\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">EXPRESS CHECK &#8211; OUT<\/span><\/li><li><span style=\"color: #000000;\">SELF CHECK &#8211; OUT<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong><u>EXPRESS CHECK OUT <\/u><\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">The guest leaves the hotel without having to go through the standard C\/O procedure. The guest signs the ECO form and authorizes the hotel to charge the outstanding balance to his credit card. The guest is given the Express C\/O form on the morning of his date of departure.<\/span><\/li><li><span style=\"color: #000000;\">The hotel sends the signed ECO form and the credit card imprint to the credit card company towards payment of the bill The cashier prepares the guest\u2019s final bill and mails a copy to the guest<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong><u>SELF CHECK &#8211; OUT<\/u><\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">Only fully automated hotels are equipped with self service terminals, which allow guests to C\/I and C\/O promptly. Self C\/I and C\/O kiosks identify guests by their room number, credit card number. Guests can access and review their folios and settle their accounts using the credit card.<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><strong>IMPROPER POSTING OF CHARGES:<\/strong><\/span><\/p><ul><li><span style=\"color: #000000;\">There are occasions when a guest\u2019s financial transactions are not properly posted in the guest folio and the final bill is inadequate. This might be due to human\/system error. This could lead to a dispute with the guest and delay other guests in queue. To avoid this, hotels should install guest accounting systems, which are accurate and faster, leading to guest satisfaction<\/span><\/li><\/ul><p><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"https:\/\/www.slideshare.net\/nishantvinayjaruhar\/check-out-process\"><strong>For more details go to the link: <span style=\"color: #ff0000;\">https:\/\/www.slideshare.net\/nishantvinayjaruhar\/check-out-process<\/span><\/strong><\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>INTRODUCTION Front office is the department which is responsible to do registration of the arrival guests and to provide the best suitable package according to the guest\u2019s preference. Once the guest has been utilized the hotel\u2019s facilities such as Room, Food &amp; Beverages, Spa and Gym facilities and many more in various forms. 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