CHECK OUT

OBJECTIVE:

- To ensure all check outs are processed in a friendly and efficient manner

- To ensure the guest leaves the hotel with a positive impression and memory of their stay at the hotel

PROCEDURE:

At 8:00 pm the night before guest check-out date, the GROs will send to guest rooms the Check-out Letters to reconfirm the check-out date/time, transportation (if have), and this might get more business for any drop-off as well.

By this way, if there is no comment from guests, means the check-out information is confirmed. And if any wrong or change from the guests’ side, they will inform back to the reception the right time/date or new time/date

The night reception will check all the bills from outlets, make sure all are posted and correct posted in the folio

Check the account balance, method of payment

Short out the expected departure rooms’ folios, arrange ordinary by alphabet or room number. This help the check-out will be quick processed

CHECK-OUT

Efficient checkout service is appreciated by all guests who are anxious to be on their way, and this service “beyond the sale” will promote your hotel and generate repeat business.

Recognize guests immediately upon their arrival at the Front Desk

Ask the guest for the room number and obtain the account information. But the best is you should try to remember the guest room number, and just confirm with them the number

Remove the guest’s registration card from the room folders and verify by repeating the name on the registration card to the guest

Call the minibar checker to check the room

Print out the guest folio and present the updated folio to the guest for checking. Be prepared to substantiate any charge appearing on the folio.

“Here’s your bill Mr/Ms… Could you please check it”

Do the cashier, collect money if guests pay by cash, swipe card if they pay by credit card and politely ask for signature on the slips

“Could I have your signature here please Mr/Ms…”

Attach the pink slip to the folio, stamp “PAID” on the bill for guests and nicely fold it, put into an envelope and hand to the guests

“Here’s your receipt Mr/Mrs…”

Ask for the key card back if guests haven’t returned them to you

“Could we have the room key card back please?”

Offer the concierge service for their luggage

“Our concierge will help you with your luggage and transportation, Sir/Madam”

During the time doing the check-out, try to survey their stay by asking some politely questions

“How was your stay?”/ “ Do you enjoy your stay with us? “

Express your care of them as the day they came

“What is your next destination Mr/Ms…?”/ “When is your next visit?”

If the guests leave the Guest Comment Cards, receive them with thanks and pass to the Front Office Manager / Assistant Front Office Manager / Duty Manager

Thanks to the guests, wish them a good journey and express that you really wish to welcome them at next visit

“Thank you very much for your stay at Belle Maison Parosand. Have a safe trip and we hope to serve you again in the future”

Settle the payment, balance the account and check-out the guests from the system, release the room

Attach all the settle folio, credit card payment slips to the guest profiles; clear the checked-out profiles, put in a separate drawer for accounting collection.

Place the checked out Registration Card in a filing cabinet in alphabet and keep for one month to be cleared up to the store room