FRONT OFFICE OPERATION 2.

4
The Check-out Process

Objectives :
By the end of the lesson the student must :
- Understand and able to do check out process
- Understand and able to prepare Front Office report
 4.1 Maintain and prepare guest
accounts
Seeking information on departing guests:
• Room number

• Breakfast

• Mini bar

Check for accuracy:

• Supporting documentation

• Signatures

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 4.2 Prepare and review
departures lists
• Express check outs

• Group check outs

• Early departures

• Late check outs

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 4.3 Present the accounts to
guests

1. Generate the folio : 4. Process payments:

• Check guest details Acceptable methods of payments
2. Explain the account: 5. Issue Receipts:
• Other charges Process refunds
3. Present the account: 6. Obtain the key:
• Print a new account Actual keys - not key cards

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 PROCESS
• Greeting and ask the guest request
• Check guest details
• Ask about “guest satisfaction”
• Print the invoice and ask the guest to check
• Process the payment
• Print the bill, fold and put it to the envelope
• Hand over the bill to the guest
• Ask if guest need another help
• Say thank for staying “magic word”
4.4 Process payments and
refunds and issue receipts
Activity: Role play – Process a check out:
• 1 guest and 1 staff member
• Guest approaches the desk to check out
• Staff member –
 Greet the guest
 Request room number and room key
 Ask the guest if there are any other charges (check these have
been posted, or post them if necessary)
 Print the account(s)
 Present the account(s) and ask the guest to check the charges
 Process method of payment
 Farewell guest
• Guest acts out according to the process
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• Swap roles
 BILLING
Mr. William Rose
Day 1. 16 October 2017
• Deposit Rp. 3.000.000
• Room service Rp. 250.000
• Laundry Rp. 150.000
Day 2. 17 October 2017
• Lunch package 2 person @ Rp. 150.000 each
• Spa package 2 person @ Rp. 250.000 each
• Restaurant charge “dinner” Rp. 300.000
Day 3. 18 October 2017
• Check out

Room Rate Rp. 500.000

All rate are not inclusive gov. tax and service
• Please prepare Mr. William Rose bill
 4.6 Process group check-outs

• Group master account

• Individual accounts

 Extra charges

• Group luggage collection

 Luggage storage

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 4.7 Distribute departures list
as required
• Housekeeping

• Concierge and porters

• Security

• Management

• Maintenance

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 4.8 Assist guest with on
departure requests
• Forwarding addresses

 Less and less today with email and texting

• Call a taxi or transport

• Provide lost and found services

• Organize a porter

• Make another booking

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 5.1 Prepare and update front
office records
• Update availability/charts

• Room allocation

• Bookings diary

• Changing rooms

• Alter rate

• Modify departure dates/times

• Guest history

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 5.2 Generate internal reports as
required
• Information reports:

 Other departments

 Back up for operations

 managers

• Analytical/statistical reports:

 Managers

 Supervisors

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