Chapter 5 II' CheckOut and Settlement

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Chapter 5II. Check-Out and Settlement
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Check-out

• Part of the final stage of the Guest Cycle
• One of the most important hotel functions
• Settlement of accounts
• Leave guest with a good last impression

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Three Functions of Check-out

• 1. Resolve outstanding guest account balances
• Settle account while guest is still in hotel
• 2. Update room status information
• Occupied to On-change
• 3. Create guest history records
• From guests registration card and folio

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Some Check-out Steps

• Inquire about additional recent charges
• Post outstanding charges
• Reduces late charges
• Present the guest folio
• Verify account information
• Process the account payment
• Many methods of Zeroing Out the account

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Check-out and Settlement

• Zeroing Out
• Settles the balance on a guest account in full
• Credit Card Settlement
• Transfers balance from guest account to credit
  card account in the City Ledger
• Late Check-Out Fees
• Post check-out time notices
• Calmly explain the hotels policy

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Check-out and Settlement

• Express Check-out
• Slip folio under guests door
• Clearly state that the folio may not equal the
  guests credit card charge
• Self Check-out
• Lobby or In-room
• Folio can be viewed at any time
• Payment method?

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City Ledger Accounts

• Credit Card Direct Billings
• Skipper Disputed Accounts
• Guaranteed Reservations for No-shows
• Account Aging
• 30/60/90
• 30 - Current
• 60 - Overdue
• 90 - Delinquent

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Guest History

• Use registration cards, folios and surveys
• Confidential and proprietary
• Helps provide better guest service
• Used to create mailing lists
• Place ads based on geographic distribution