Pearson New International Edition International pcl tp indd 1

SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Discuss considerations important when managing late and
express check-outs, unpaid accounts, and issues relating to room damages, group
allowances, and complaints made after check-out.
Section Summary:
FOMs and their staff must consistently and correctly manage
common check-out challenges. Policies and procedures for late check-out times
and charges must be in place. Front office staff must consider the guest occupy-
ing the room and those who are to follow, as well as the housekeeping staff who
must prepare the room for the next occupants.
Modern technology allows guests to check out of their room without contact-
ing a front desk agent. This can be done by kiosk, in-room television, Internet con-
nection, or by review of a folio brought to the room during the night preceding
check-out. Some guests may leave the hotel without settling their account. To
avoid problems, the creditworthiness of guests should be determined during
check-in. If payment cards are properly authorized during check-in and, if credit
limits are monitored during guest stay, payment cards can be charged for the
amount due even if the guests do not sign their final bill. FOMs have several other
options to deal with an unpaid account. They can settle the account to a direct bill,
to a doubtful account, or with an adjustment voucher to write off the account.
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