Pearson New International Edition International pcl tp indd 1

GUEST CHARGES, PAYMENT, AND CHECK-OUT
FIGURE 13
Guest settlement options.
Guest
Charges
Accounts
Receivable
Hotel Bank
Account
Direct Bills
Cash Sales
Accounts
Receivable
Pa
yment Card Charges
MODERN FRONT OFFICE ISSUES AND TACTICS
Payment Card Security
Safe handling of payment card information is important to guests and to the hotels where
they stay. The financial and emotional damage to a guest whose confidential payment card
information is unlawfully given by a hotel employee to an unauthorized user is significant.
Additionally, if the situation involves negligence, a hotel can be held responsible for dam-
ages that result from an employee’s theft or sharing of confidential information.
To avoid potential liability and guest inconvenience, payment card companies advise
FOMs to take these steps:
•
Store all permanent records related to guests’ payment cards in an area inaccessible to
unauthorized personnel.
•
Never
store the three-digit number printed on the signature panel of a MasterCard,
Visa, Discover, or Diners Club card or the four-digit code printed on the front of an
American Express card.
•
Store only critical information such as guest name, account number, and expiration
date in the accounting system.
•
Destroy (shred or delete) account records when they are no longer needed for the
hotel’s database.
For additional and specific information about guest payment card security procedures, FOMs
should consult with their merchant service provider and with payment card companies.