Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Bucket check:
Industry term for a systematic examination of guests’ folios to ensure the accuracy of
information. Bucket checks typically include rate verification, credit monitoring, and confirmation of
departure date and guestroom assignment.
A well-designed check-out system includes completion of fundamental tasks
associated with guest departure and account settlement and requires the skill and
flexibility of front desk agents to deal with challenges that occur.
Check-Out Fundamentals
FOMs must establish a check-out process that meets their property’s needs. These
procedures typically include the activities noted in Figure 11. Let’s consider each of
these check-out fundamentals:
•
Creation of departure list. The departure list may be generated manually or by
the PMS. Because it indicates the number of check-outs likely for a specific
day, it is helpful in developing work schedules for front desk agents. It also
helps front office staff to ensure that all guests scheduled to check out have
departed, extended their stay, or been granted a late check-out.
•
Confirmation of guest identity. When guests check out, staff members must
identify them by name and room number. “Good morning. How may I help
you?” is a much better method for achieving this task than a curt, “Checking
out?” Obviously, guests must be given information about their stay and not that
of other guests. Most guest-related data are stored in the PMS, so identifica-
tion by room number is generally preferred. Room number is important when
common names (e.g., Mr. Jones or Ms. Smith) could result in folio confusion
or when one guest is paying for multiple room charges.
•
Quality of stay inquiry. Check-out is a time to determine if a guest’s stay was
a good one. If problems remain unresolved, guest satisfaction suffers, and the
likelihood that the guest will return or recommend the hotel to others is
diminished. In most cases, guests will comment that their visit was enjoyable.
If guests encountered difficulties (excessive noise, defective plumbing, or
poor service, for example), front desk agents must be responsible to take cor-
rective action, yet be aware of their limits in making rate reductions and
allowances. The FOM should empower responsible staff to make folio
adjustments up to a predetermined amount, and assign a supervisor or man-
ager to authorize adjustments in excess of that amount. Similarly, the FOM
may be authorized to make adjustments subject to the authority delegated by
the general manager.
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