Guest Check Out Week 8 Subject : V0206 – Administrasi & Operasional Kantor Depan Year : 2009 Guest Check Out Week 8

Subject Organization of late charges Guest checkout procedure Transfer of guest accounts to the back office Checkout reports available Guest histories Bina Nusantara

On completion of this lesson, the students will be able to: Objectives: On completion of this lesson, the students will be able to: - apply the procedure of guest checkout in hotel Bina Nusantara

Guest Checkout Procedure Inquiring about quality of products and services Relay of problem areas to various departments Retrieving the room key Discuss this important part of the checkout process - Guest security - Cost involved in replacement of hard keys Bina Nusantara

Guest Checkout Procedure Retrieving and reviewing the electronic folio Procedure to retrieve electronic folio Empowerment concepts Importance of reviewing the electronic folio Room and tax for number of nights spent Incidentals Inquiry for late charges Bina Nusantara

Guest Checkout Procedure Note on In-room guest checkout Procedure for the guest to use in-room guest checkout Guest views a final version of the folio of television set Front office prepares a hard copy of folio and delivers it to guest’s room early in the morning Credit card imprint made at time of registration is used to process charges Bina Nusantara

Guest Checkout Procedure Guest determines method of payment Credit cards Review various types of credit cards Bank – Visa, MasterCard, JCB Commercial – Diners Card Intersell – Hilton Honors Card Procedure to suggest to the guest to use a certain credit card with a lower discount rate for the hotel Procedure to process a credit card as listed in chapter Bina Nusantara

Guest Checkout Procedure Bill-to-account (direct billing) Concept of direct billing Concept of house limit of credit Procedure to process direct bill as listed in chapter Cash and personal checks Cash option is not favored No credit rating has been established Procedures to process a cash payment and personal check as listed in text Bina Nusantara

Guest Checkout Procedure Traveler’s checks Tips on accepting traveler’s checks Ask for proof of identification Guest signs in presence of cashier Compare signatures Check list of traveler’s check numbers which are non-negotiable (procedure to process traveler’s checks are identical to cash method) Bina Nusantara

Guest Checkout Procedure Debit cards Debit card is a card that authorizes the hotel to deduct money directly from the guest’s checking or banking account in payment of a bill Float is a delay in payment that allows the guest to charge now and pay several days later Bina Nusantara

Guest Checkout Procedure Assisting the guest with method of payment Money wire Establish as an option prior to the need of this option Phone number and address of nearest money wire center should be posted for front desk clerks’ reference Travelers Aid Society Establish as an option prior to the need of this option Phone number and address of nearest Travelers Aid Society should be posted for front desk clerks’ reference Bina Nusantara

Guest Checkout Procedure Auto clubs Establish as an option prior to the need of this option Phone number and address of nearest club should be posted for front desk clerk’s reference International currency exchange Wall Street Journal Method used to convert international currency into native currency as listed in text p. 248 Web site daily international currency http://www.x-rates.com/calculator.html# Bina Nusantara

Guest Checkout Procedure Obtaining future reservations Procedure to follow in obtaining future reservations Employee training program to learn this procedure Incentive program for employee motivation Bina Nusantara

Guest Checkout Procedure Filing documents Need to properly file paperwork (folios, transfers, paid-out slips, etc.) with regard for the night audit preparation Bina Nusantara

Guest Checkout Procedure Relaying guest departures to other departments Housekeeping and front office communication via the PMS Guest departures Stayovers Room availability status Other details as they occur Bina Nusantara

Relaying Guest Departures to Other Departments Food and beverage department, gift shop, and other departments and front office communications Guest’s checkout to prevent him or her from charging to folio Personal efforts of staff to make the communication system work Removing guest information from the system Guest data removed and stored for future processing – financial and marketing “Sleeper” – rooms that appear to be occupied but are in reality vacant – financial implications (note: checkout in a PMS automatically deletes the guest from the database and the call accounting system) Bina Nusantara

Guest Checkout Procedure Transfer of guest accounts to back office Role of the back office in the accounting process Provides a billing service for bill-to-accounts Monitors the accounts receivable process for credit card receivables and aging accounts Allows for adjustments and transfers to guest accounts Bina Nusantara

Guest Checkout Procedure Checkout reports available with a property management system Method of Marketing Analyses Payment Room Sales Report Room Status Report Understay Reservation Report Bina Nusantara

Method of Payment Report Option of a PMS Type Gross Net V $ 456.98 $ 431.56 MC 598.01 565.20 JCB 4,125.73 3,202.11 Direct Bill 105.34 Cash 395.91 TOTALS $ 5,681.97 $ 4,700.12 Bina Nusantara

Room Sales Report Option of a PMS 9/22 Rooms Sales Type Occupied Available Sales ($) Guests K 35 37 2,698.12 42 KK 50 2,965.09 65 KS 10 15 1,000.54 11 DD 45 2,258.36 68 TOTALS 140 152 8,922.11 186 Bina Nusantara

Room Status Report Option of a PMS 11/1 2:19 P.M. Room Status DD K KK KS 104 Occ 101 On Chg 201 On Chg 108 On Chg 204 Ready 102 On Chg 202 On Chg 109 Ready 209 Ready 103 On Chg 203 Out of Ord 205 Ready 210 On Chg 105 Ready 206 Ready 208 Ready 304 On Chg 106 Out of Ord 303 Occ 301 Occ 309 Ready 107 On Chg 307 Occ 308 Ready 310 Ready 302 Occ 311 Ready 305 Out of Ord Bina Nusantara

Room Sales Report Option of a PMS Week Beginning: 2/01 2/1 2/2 2/3 2/4 2/5 No. of Reservations 125 54 10 5 2 No. Completed 50 7 3 1 Variation 4 Lost Revenue $ 480 $ 630 $ 300 TOTAL LOST SALES $ 1,890 Bina Nusantara

Guest Checkout Procedure Guest Histories A listing of guests’ geographic and demographic information and guest activities during their stay Components Obtained from reservation forms and registration cards: Business affiliation Date of arrival Date of departure Length of stay Zip code Telephone exchange Method of arrival Type of room and amenities requested Bina Nusantara

Uses of Guest History Zip code provides geographical indicators of people who have tried your products and services Match with media used for advertising Demographics (age, sex, income, occupation, marital status, etc.) Psychographic (life style) Group sale contacts Corporate client needs for meeting space Origin of reservation from certain travel agents Bina Nusantara

Uses of Guest History Origin of reservation from certain administrative assistants or secretaries Advertising methods used to obtain sales Frequency of visit Type of rooms frequently requested Acceptability of room rates Occupancy patterns for scheduling personnel Bina Nusantara

Last Impression of the Hotel Front desk staff opportunity to advance previous efforts of marketing and operations staff members for further relationships Marriott’s At Your Service® - local weather reports, information on airport shuttle Bina Nusantara

THANK YOU AND HAVE A GOOD DAY Bina Nusantara