Pearson New International Edition International pcl tp indd 1

GUEST CHARGES, PAYMENT, AND CHECK-OUT
MANAGING THE CHECK-OUT PROCESS
Managing details of the check-out process is just as important as managing check-in
procedures, and as indicated in Roadmap 3, check-out procedures are the focus of
this section of the chapter. The check-out process is made easier because a hotel’s
PMS can generate a departure list daily or as frequently as the FOM requires.
FRONT OFFICE SEMANTICS
Departure list:
Report, by name and room number, of all guests scheduled to leave the hotel on a spe-
cific date.
Although each hotel’s policies vary, many properties establish a check-out time
of 11:00 a.m. or noon. Guests are given until that time to settle (bring to a zero bal-
ance) their accounts and depart, ask to extend their stay, or request a late check-out.