Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: DELIVERING QUALITY SERVICE
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Chapter Outline
ACCOUNTING FOR GUEST CHARGES
Accounting Fundamentals
Bookkeeping and Accounting
Debits and Credits
Posting Responsibilities
Front-Office Accounting
Posting to Guest Ledger
Posting to City Ledger
Adjusting Accounts
Back-Office Accounting
Transfers to Hotel Receivable Accounts
Payment Cards
Direct Bills
Transfers to House Accounts
MANAGING GUEST CREDIT
Establishing Credit Limits
Monitoring Credit Limits
MANAGING THE CHECK-OUT PROCESS
Check-Out Fundamentals
Account Settlement Methods
Cash and Check
Payment Card
Direct Bill
Combined Settlement
No-Show Billing
CHECK-OUT CHALLENGES
Late Check-Out Charges
Express Check-Out
Unpaid Accounts
Other Check-Out Challenges
Room Damage Assessments
Group Allowances Strategies
Adjustments for Complaints Made After Check-Out
Guest Charges, Payment,
and Check-Out
From Chapter 11 of Professional Front Office Management, First Edition, Robert H. Woods,
Jack D. Ninemeier, David K. Hayes, Michele A. Austin. Copyright © 2007 by Pearson Education, Inc.
Published by Pearson Prentice Hall. All rights reserved.
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