Pearson New International Edition International pcl tp indd 1

GUEST CHARGES, PAYMENT, AND CHECK-OUT
staff to confirm that a guest’s frequent-traveler program numbers or credits are
entered at this time. Mileage points and frequent-guest program credits are
important to many travelers; taking the time to ensure these are recorded for a
guest increases guest satisfaction.
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Folio inspection by guest. Most guests review their charges before payment. The
presentation of a hard (paper) copy of the folio, or the opportunity to view
charges on an in-room computer or television screen, is an important feature of
a good check-out system. Folio copies should be produced in a type size large
enough to be read easily. The folio should be designed so that individual
charges and total amount owed are easily determined. In many hotels, guests
are asked to sign a copy of the folio. The signed folio serves as both the list of
guest charges and the document filed to verify guest acceptance of the charges.
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Processing guest payment. This task can be complex and is discussed in the next
section of the chapter.
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Future reservation inquiry. Many hotels depend on return guests for their success.
For hotels serving a corporate market, opportunities to make future reservations for
guests when they check out can significantly increase business. Front desk agents
should ask every departing guest the following question: “May I make a future reser-
vation for you?” When guests have had an enjoyable stay, the answer to this ques-
tion is often yes if the guest requires a room in the area or at another location (if
the property is part of a chain). The hotel’s cost to book a reservation directly
through the front desk is among the lowest of all distribution channels available
and, therefore, results in one of the highest net ADR yields.
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Filing documentation. Signed copies of guest folios must be kept for two main
reasons. First, they provide a paper trail for management.