Express check-out procedures
by Hotel Training on Sunday, July 3, 2011 at 11:16am STANDARD SERVICE: is to ensure that a consistent procedure for Express Check out is maintained.
STANDARD PROCEDURE: It is the policy of hotel to operate the checkout in a swiftly manner; thus avoiding potential delays and unnecessary waits for the guests, and allowing the FDA to perform their operational duties with ease in the event of a heavy departure. Basic Criteria:
Express checkout is only suitable for hotel guests utilizing international credit cards like American Express, Visa, and Master Card
Procedures @ Check in:
All arriving guests holding one of the above credit cards upon checking in must have their card swiped in the EDC Machine, to obtain an approval code.
Front Desk Staff must check if a complete guest profile already exists before offering express checkout. This is because more often than not, the hotel is required to send a copy of the invoice via fax or mail to the guests or company.
Obtain a business card from the guest if the guest profile is incomplete
The Express Checkout Form must be presented for the guest to sign when the guest agrees to take the offer.
Inform the guest that we will send a copy of the bill to his/her room before 0600 hrs in the morning before the departure.
Check with the guest if a copy of the bill is required to be faxed or sent to the company.
After confirming the departure time, write down the departure time accordingly in the R/C and write code of (X/O) and input as well in the code of guest name, after MR or MS on PMS.
Separate R/C which is written X/O in the Checkout Folder to alert the cashier when an originally express checkout guest approaches us at the Front Desk for a physical checkout.
The Morning Team Leader can quickly tally the Express Checkout Form with the system. Also, the Morning Team Leader can have a quick glance at how many express check out for the day at any time.
Submit the Express Checkout Form (2 copies) for filing. An Express Checkout File is kept at the back office.
The form is filed accordingly to date 1-31 of the month.
Procedures @ the Night before Departure:
Afternoon Team Leader to check Source Code from PMS for the next day express checkout guest and prepare to print the folios.
To advance folio the last night prior to print and deliver between 21:00 23:00 hrs.
To insert the bill in our A4 Fax envelope (ticked document) and have the Bell to send to the room. Procedures @ the Day of Checkout
Morning Team Leader to check all the express checkout for the day against the system
If the guest had departed, checked out the room with the Express Checkout Form attached to the room folio (together with credit card if any).
Check if we are required to send a copy of the invoice via fax/mail to the guests company and action accordingly.
Express Check-Out Form
Date: ________________________ Guest Name: ____ _____________ Room #: ___________
Type of Credit Card: Type and Credit Card Number: _________________________ Expiry Date: ______
Name of Cardholder: ________________________ Email Address: _____________ Card holders Business Phone: ______________________
Express Check-Out means that you do not have to go to the reception to check-out of the hotel and (no,) it is not complicated at all.
The following conditions must be met to be considered proper Express Check-Out:
1. 2.
You only need to do is sign this form at reception. Or Sign the express check-out form at your room.
I hereby authorize the use of my credit as the method of payment to cover all charges including guest room, applicable taxes, meals. Phone charges, and any other incidental charges for each night.
By signing the Express Check-Out Form, I waive my rights to be present while my room is being checked for damages other than normal wear and tear. I am aware that I will be billed for any damaged item at current cost of labor and materials. If an item is missing from the room or damaged beyond repair, I will be billed for the replacement item at current cost and I will be financially responsible for all damage recorded at the time of checkout.
Cardholder Signature: _________________ Date and Time of Check-out: ___________
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