GUEST ACCOUNTS
Upon arrival, the front desk office confirms the
reservation details to the guest as what is recorded on
the system. Information that must be confirmed tot the
guest are as follows:
1. Determine if the guest has reservation.
2. Access the system and confirmed the stated
information to the guest including the length of
stay, type of room rate, inclusions among the
others.
3. Determine how the guest plans to settle the bills
whether cash or credit card and charges to
affiliated company.
4. Ask the guest about any other special request or
assistance
Reservation Errors
Some of these errors include the ff:
Misspelled name of the guest
Reservation made for the client caller instead of the
guest
Wrong date of arrival and departure
Misunderstanding of room type (e.g. double instead of
two separated bedrooms)
Issues on reservation guarantees
Guest account Entries
❖ Guest accounting refers to the system of tracking financial
transactions I in the front office department. Different
ledgers are used to record the movement of money form
one person or entity to the other through debit and credit
on the daily basis. The act placing payment and charges
to the debit or credit column of the account is called
posting.
DATE DESCRIPTION DEBIT CREDIT
11/03/14 Guest room 5,400 2,500.00
11/03/14 Payment American 2,900,00
11/03/14 Express
Payment Cash
Total PHP 5,400.00 PHP 5,400,00
Balance PHP 0.00
SAMPLE GUEST ACCONT ENTRIES
LEDGERS AND VOUCHERS USED BY THE
FRONT OFFICE CASHIER
1. Guest Ledger- this has columns where the daily
transactions of the hotel to the guest are recorded
against the guest account in reference with the
vouchers issued by various department.
JV SUITES
GUEST LEGDER HIGH BALANC REPORT
DATE:__________________________
AUDITOR:_______________________ RECEIVED BY:_________________________________________________________
ROOM. NO GUEST NAME AMOUNT ACTION TAKEN
104 Ms. Sarah Cruz PHP 8,000/- Contracted paid PHP 4,00, address and
credit verified
123 Mr. Noel Dominguez PHP 6,000/- Left 3 messages No contact action
necessary
401 Mr. Martin Olivarez PHP 7,00/- Direct Billing
2. Telephone Voucher- this voucher is made by the
telephone operator sent to the cashier when guest
males local or trunk line calls.
3. Allowance Voucher- this voucher is issued to guest
to cover up charges or adjustments on guest on the
guest accounts bbecause of some unexpected
incidents such as change of room type at higher rate
due to unavailability
4. Paid out voucher- this pertains to proof of
expenses paid by the hotel in behalf of the guest such
as postal stamps, medicine purchased, taxi, etc.
5. Petty Cash – this refers disbursements form the
front office during emergency situations when the
general cashier is not available to issue funds used for
the hotel functions such as courier charges, payments
for the purchase of medicine, bouquet of flowers,
shipping and other fees.
METHODS OF PAYMENT
Guest has the option on how he or she prefers to settle bill.
Payments may be made either or combination of the following methods.
1. Cash Payment
➢ Foreign currencies cash payments such as US dollars, must first be converted into local
currency that hotel often charges a fee for its service. If a credit card voucher is issued to
guest upon check-in, the cashier mut disregard the voucher since cash payment is received.
A full payment will make the guest account balance to zero.
2. Traveler’s Check
➢ Traveler’s check is a good cash it is one of the most convenient and safe mode of payment
since it can only be valid once signed by the holders at the time of issue. Unlike the
ordinary checks issued by the banks.
3. Credit Card Payment
➢ Many hotels prefer credit card as the easiest way to make a reservation guarantee since
a third-party company will secure payments.
4. Direct Billing Payment
➢ Hotel management agrees that the guest will be allowed to deposit the payments direct to
the hotel’s bank account after departure.
DEPARTURE PROCEDURES
CHECKOUT PROCEDURES
❖ Preparing for the guest departure is as important
as to welcoming the guest upon arrival.
❖ Guest should not wait too long upon requesting for
checkout because he or she might have important
appointments to attend after a stay.
❖ The best way for looking at the departure list that is
automatically generated on the PMS.
Departure List
Checkout Departure Activities
The following are general procedures for the
receptionist in attending to guest’s request for
checkout:
1. Greet the guest requesting for checkout. You may
ask the guest about how he or she feels during the
stay
2. Check for any mail, package and any of his or her
belongings inside the safety deposit box in guest
room.
3. Access the guest account on the PMS and post any
remaining charges to the folio.
4. Ask the guest about any additional charges. Check
if these are already reflected on the guest folio.
5. Print the folio and let the guest verify the entries.
Explain the accounts to the guest with all courteousness
an clarify.
6. Ask the guest about the preferred method of
payment for processing.
7. Take the key or key card from the guest
8. Update room, status information for the
housekeeping.
9. Inquire about possible future reservations from the
guest and coordinate the request to the reservation
officer.
10. Initiate assistance to anything that the guest may
need with his or her departure.
11. Give warm thanks and farewell
Communicate guest’s checkout to all other
departments by printing a departure notification
slip
File all folio related documents in preparation for
the night audit.
CHECKOUT OPTIONS
CHECKOUT OPTIONS
➢ The guest is required to accomplished the express
checkout form that gives authority to the front
office to transfer the guest's outstanding balance
to the credit card voucher.
➢ A copy of express checkout slip is given to the
guest explaining that he or she must wrap the
room key to the slip and drop it to the express
checkout box located at the lobby upon checkout.
◼ One day before the date of departure, the copy of the bill
will be sent to the guest room with the attached express
checkout (ECO) sticker.
Self-Checkout
➢ Through a self-checkout machine terminal connected
to the front office computer system, guest may
initiate the processing of his or her account using
credit card.
➢ It lets the guest monitor every charge posted in his
or her folio and prints the account statement.
