Pearson New International Edition International pcl tp indd 1

GUEST CHARGES, PAYMENT, AND CHECK-OUT
FOMs must implement policies and procedures to address room damage
assessments, group allowances strategies, and complaints made after check-out.
The best procedures are those that compensate guests without taking advantage
of the property.
Discussion Questions:
1. Harvey Jones is a frequent guest with a problem. His flight, the last of the day,
has been canceled and he is phoning the hotel about an hour after his late
check-out. He wants to return for another night and then catch an early morn-
ing flight. The hotel, however, is overbooked, and the room rate has gone up by
$40 because of expected high occupancy. What should the front desk agent do?
2. A guest who is authorized to sign a master bill for a group is upset with several
minor issues and desires a significant discount on the group’s bill. You are the
FOM. What factors would be important as group allowances are considered?
3. Ms. Barrick has been at the hotel two nights and was checked in with a pay-
ment card that was correctly authorized. On the second night of her stay, she
entertained 15 business associates and charged the expenses to her room. It is
now about midnight, and she wants to check out because of an emergency at
home. Her payment card cannot be authorized for the amount due, and she
says she has no other card or sufficient cash to pay the bill. Ms. Barrick has
offered a personal check, but it was declined by the check guarantee service
used by the hotel. What should the FOM who is the manager on duty do?