14 Questions
When a guest settles their account with cash, what should the front office clerk do with the guest's credit card voucher?
Destroy the voucher to cancel the charge privileges
What may happen if the amount blocked by the credit card is not released at check-out?
The credit card processing company may reserve the funds for up to thirty days
Why are cash payments considered high-risk in hotels?
Because they are prone to fraud by front desk agents
What is the purpose of requiring a front office supervisor to approve all cash settlements?
To verify that the cash paid by the guest is actually put into the front desk agent's cash bank
What should front desk agents be trained on to prevent fraud when handling cash payments?
How to identify counterfeit currency
What is the significance of marking the folio as paid when processing a cash payment in full?
It confirms that the payment has been processed successfully
What is the primary purpose of the checkout and settlement process in the guest cycle?
To ensure accurate and efficient account settlement
What is the primary benefit of a professional and efficient checkout process?
To leave a positive impression on departing guests and encourage repeat business
What is the purpose of verifying account information during the checkout process?
To confirm the guest's payment method
What is the significance of creating a guest history record during the checkout process?
To document the guest's experience at the hotel
What is the general rule regarding methods of payment at checkout?
As long as the proposed method of payment is valid, the hotel must accept it
What is the purpose of inquiring about additional charges not appearing on the guest folio during the checkout process?
To ensure that all charges have been accurately recorded
What is the significance of securing the room key during the checkout process?
To prevent the unauthorized use of the room
What is the purpose of inquiring about the guest's experience at the hotel during the checkout process?
To provide an opportunity for the guest to provide feedback on their stay
Study Notes
Check-out and Settlement Process
- The check-out and settlement process is the final stage of the guest cycle, where guests may forget previous hospitality if not done professionally and efficiently.
- The major activities conducted at departure are:
- Resolving outstanding guest account balances
- Updating room status information
- Creating guest history records
Departure Procedures
- Front office clerks should:
- Inquire about additional charges not appearing on the guest folio
- Post outstanding balances awaiting posting
- Verify account information
- Present the guest folio
- Verify the method of payment
- Process the account payment
- Check for undelivered mail, messages, and documents such as faxes
- Secure the room key (if applicable)
- Update the room status
- Inquire about the guest’s experience at the hotel
- Request the guest to complete a guest satisfaction survey
- Update the guest history file
Methods of Settlement
- Guests may change their intended method of payment at departure
- Hotels should accept any valid method of payment proposed by the guest
- Guests may choose to pay with a combination of payment methods (e.g. cash, credit card, and special promotions)
- To zero a balance, one part of the guest account is credited, and the other is debited (usually the method of payment)
- Hotels accept the following methods of payment to zero guest balances:
- Cash or debit card
- Credit card
- Special promotions
Cash and Debit Card Payments
- When processing a cash payment in full, the front desk agent should mark the folio as paid
- The front office clerk should destroy the guest’s credit card voucher created at registration
- If the guest settles their account with a method other than credit card (e.g. cash), the amount blocked by the credit card (i.e. floor limit) should be released at check-out
- Debit cards are considered similar to cash payments
- Hotels should set procedures in place to record cash transactions and train front desk agents to identify counterfeit currency
Quiz about the final stage of the guest cycle, including checkout and settlement processes in a hotel setting. Learn about the importance of professionalism and efficiency in this stage.
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