HOTEL CHECKOUT

Dealing with the checkout

Politely expressing requests

Would you…please?

Ex: Would you sign here please?

Expressions to learn

How are you paying?

Service and tax are included.

Would you sign here, please?

Your signature here, please.

Here’s your receipt.

Do you have some form of identification?

Don’t worry sir. I’ll stamp it.

PRACTICE

______:Good morning sir. Can I help you?

______: Here you are.

______: I’d like to settle my bill.

______: Just a moment sir… Here we are. Four nights at 93 marks, and here are the meals that you had at the hotel. That makes a total of 665 marks.

______: Not very much sir.

______: Right. Now can I pay by Eurocard?

______: That’s right. I’m leaving today, so I’d like to have my bill.

______: That’s the twelve and a half per cent service charge.

______: Um- what’s is this amount here?

______: Would you sign here please?

Listen to the tape and tick the table with details of the bill.

Dealing with the bill payment

- Explaining the bill: (Item number…) is (money) for …

Ex: Item six is 15 marks for the garage.

- Expressions to learn

The first number is your room number 222

That comes to 258 marks altoggether.

The second entry here is the restaurant.

Item 9 is a mistake.

I’m afraid I can’t make it any less for you.

PRACTICE

Listen to the tape and answer these questions.

1. How many items are there in the bill?
2. How many are the mistakes and corrected?
3. Is the receptionist helpful? Does she explain the bill clearly?

The bill of Mr. Robert Colyer.

Look at the sample bill and take turns to practice to explain it with your partner.

The sample Bill

Pre-reading

Discuss the following questions.

1. When the guest checks out, what happens if the communication breaks down?
2. Who involves in the checkout process?
3. What should the receptionist be like when dealing with the checkout?

Reading:

GUEST CHECKOUT

Guest checkout can indeed be a time of confusion, short tempers, and long lines, a test of the patience of both the guest and cashier. Think of the last time you checked out of a hotel. How did it go? Was the cashier courteous and hospitable? If not, were you angry because of his or her indifference? Always remember what it is like to be a guest. It will serve you well throughout your career in the hospitality industry. The checkout process is not a difficult procedure to understand and to implement; however, it does require planning in order to organize the details of this part of the guest’s stay.

Richard Shulkey is front office manager at the Hotel Plaza Pontchartrain in Detroit, Michigan. He states that if communication breaks down, it can affect the guest and the hotel financially. He feels everyone needds to be proactive, anticipating that there will be guests who are using cash instead of credit cards. He says they try to see that a list of cash payers are given to the respective cashiers in the morning or just before special functions. This is important because cash customers have not established credit. He concludes by saying that if his staff anticipates the guest’s needs and potential charges, and updates the guest’s bill immediately, it improves the guest’s satisfaction.

He describes the importance of communication in billing the guests who attend a jazz concert held every year. This concert is not linked totheir computer guest accounting system, so communication between the front desk and the cashiers is crucial. Otherwise they could lose hundreds of dollars per guest. He says before the event they provide the cashiers with each person’s credit record. They also make it easy for the guest to establish credit at the event; this information needs to be transferred to the front desk. The credit information is held in confidence and is updated periodically. He says that the front desk and the various cashiers’ stations flag the files of guests who are running out of credit and check to see if a guest is having problems with the hotel credit procedures.

Generally, it is important to communicate late charges to the front office and notify various point-of-sale areas about checkouts. It is also vital to communicate among the housekeeping department, the food and beverage department, and the front office to strengthen service and to ensure the profitable lodging property. The guest history, from which guest data are grouped and analyzed, was presented as an essential source of marketing feedback.

From Hotel Front Office Management (1996)

Decide whether the following statement true or false.

1. It is the time the receptionist easily goes through.
2. If the guest has queries about the payment, the communication will break down.
3. Richard Shulkey gives the example to describe the broken down communication.
4. Like the check-in, the checkout needs the cooperation among different departments.

Number the following steps in the correct order.

Guest checkout procedures

• Folio and related documents are filed for the night audit.
• Front desk clerk retrieves folio.
• Front desk clerk communicates guest departure to housekeeping

and other departments in the hotel.

• Front desk clerk inquires about additional reservations.
• Front desk clerk inquires about quality of products and services.
• Front desk clerk reviews folio for completeness.
• Guest requests checkout.
• Guest returns key to front desk clerk.
• Guest reviews charges and payments.
• Method of payment is determined.
• Payment is made.
• The room rack slip and information rack slip are removed.