Pearson New International Edition International pcl tp indd 1

GUEST CHARGES, PAYMENT, AND CHECK-OUT
CHECK-OUT CHALLENGES
The check-out process is generally uncomplicated. However, as suggested in
Roadmap 4, there are exceptions that FOMs and their staff must be prepared 
to address. Although they cannot anticipate every unusual check-out situation,
staff must be able to manage the following variations: late check-out charges,
express check-outs, unpaid accounts, and other challenges involving individual
guests and groups.
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Review fundamental requirements to check out and settle
accounts of departing guests.
Section Summary:
Several processes must be completed accurately to best
ensure smooth-flowing check-out and account settlement processes: creation of
a departure list, confirmation of guest identity, inquiry about the quality of the guest
stay and property exchange (if necessary). Additional activities include final data
entry and posting of charges, folio inspection by guest, processing the guest pay-
ment, and a question about the guest’s interest in a future reservation. After the
guest departs, documentation must be completed, and the status of the room must
be revised in the hotel’s PMS and housekeeping records.
Guests may settle their folio at time of check-out by paying with cash or check,
payment card, direct bill, or a combined settlement using one or more of these
methods. FOMs must have procedures in place to address no-show billings.
Proper management of each of these payment methods helps ensure that the hotel
will receive all payments due from guests.