Heritage Institute of Hotel & Tourism Credit controls Unit - VII Heritage Institute of Hotel & Tourism 1

Hotel Credit Policy Those who have guaranteed bookings with the hotel- These guests are allowed to enjoy the hotel facilities and services on credit, and to settle their accounts personally at check-out. Those whose accounts will be settled by their companies- When a company wishes to have credit to ensure that the company is solvent, i.e. that it is capable of paying its accounts. Those who will settle their accounts by credit or charge cards- Credit is also given to guests who settle their accounts by credit or charge cards that are accepted by the hotel. The operational procedures for handling credit and charge cards vary from hotel to hotel. Reason for this may be the popularity charge or credit card Company to settle the account.

Steps involved in Credit Control At the time of Registration: - Complete Residence Address - Complete Office Address - Telephone No, Fax No and email id - Any of the photo identity proof (Passport,Driving License,Voter Identity card etc) to v verify with the address given at GR Card. - Proper entry of Mode of payment. - Guests’ Signature in the proper place. Heritage Institute of Hotel & Tourism 3

Heritage Institute of Hotel & Tourism Credit Control The term Credit control refers to the various measures taken by the Hotel to ensure that Guests settle their bill / account in full either themselves or someone else on their behalf (which may be a Credit Card Co, an Airlines, a Corporate Co / Office, a Travel agent or any other agency or person) does that within a specified period of time. Heritage Institute of Hotel & Tourism 4

Steps involved in Credit Control In the case of Credit Card Payment: -Clarify about the Co name of the Cr Card -No of the Credit Card -Validity of the Card -Floor limit of the Card -Signature of the Guest must tallied with the Cards Signature. -Awareness of the acceptance of the Card by the Hotel. Heritage Institute of Hotel & Tourism 5

Steps involved in Credit Control In the case of Guest Paying by Travel Agent Voucher: - Check with the Reservation Correspondence either Hotel has received the record copy of the Traveler voucher or not. Check that the Travel Agent Company is in the Credit List or not. Collect the original Traveler Voucher from the Guest and attached with the GRC. Verify The Room Rate quoted in the Voucher is correct or not. Heritage Institute of Hotel & Tourism 6

Steps involved in Credit Control Follow the Billing instruction mentioned on the voucher and inform the same to the Guest. Guest Checking with Tour Groups :- - Creating Master folio. - Understand the Credit procedure between the Hotel & Tour Operator. Guest with Airlines:- - POS (Passenger Service Order) - MAO (Meal and Accommodation Order) Heritage Institute of Hotel & Tourism 7 7

Steps involved in Credit Control Guests having all Charges Billed:- Read carefully the Billing instruction. Apart from the Room Charges all incidentals are to be collected directly from the Guest. Guests with Scanty Baggage:- Ask for the Advance Deposit at least for the Room Rent. Instruct all the concerned Departments that all bills are on APC. Heritage Institute of Hotel & Tourism 8

Steps involved in Credit Control Walk-in / Chance Guest:- Insist the Guest to make sufficient Advance Payment. In the case of Credit Card Payment take the Credit Card Guarantee. Credit Facility Companies:- Check the solvency status of the Company. Check the volume of business. Current Account 30 days Overdue account 30-60 days Delinquent account 60-90 days Heritage Institute of Hotel & Tourism 9

Credit control During the Stay of the Guest Mark the High Balance guest and inform the Front Office to intimate the Guest about the part settlement of their bills. Heritage Institute of Hotel & Tourism 10

BIBLIOGRAPHY Front Office operation and Management by Ahmed Ismail. Front office Management and Operations by Sudhir Andrews. Front Office Procedures ,Social Skills, Yield and Management by Peter Abbot & Sue Lewery . Front Office Management by S.K.Bhatnagar . Hotel front Office Operation and Management by Jatashankkar R. Tewari.