Hotel Check-Out
Check Out refers
to departing of a guest from the hotel after settling the account. Check out
may be a last interaction of hotel staff with the guest, thus it is also
referred as” Farewell of the guest” by many hotels as it is again an
opportunity for the hotel staff to leave an impression and increase the guest
satisfaction while carrying out the check out process.
Important activities in check out process:
1. Check out includes settling of all pending
guests’ accounts.
2. The feedback of guest’s stay is also
taken at check out.
3. Check out may be a last chance for the
hotel to address the complaint given by a guest and resolve it with appropriate actions as only satisfied guests are likely to give repeat business to any hotel.
4. The future reservation of a guest can be
made at check out if the guest has plans to come in future.
Check Out Procedure:
As per latest
hospitality trends, Check Out is no more a script and each check out should be
handled discreetly. A good check out procedure should be able to exceed guest’s
satisfaction and at the same time, it should complete all mandatory activities;
like payment collection, maintenance of guest’s records and history for future
reference. However, in the below flow chart, check out essentials have been
covered to have understanding of check out procedure.
2. Retrieve the reservation from P.M.S (property management system) and reconfirm with the guest.
3.Property Exchange- Few guests may have their property deposited at the hotel’s safety locker or there may be messages, fax not received by the guests yet. Any final exchange pending between the hotel and the guest should take place at this time.
4. Check for last minute postings, especially from Mini Bar, In room dining and post the charges before settling of invoice.
5. Quality of Stay enquiry / Feedback Is collected from the guest.
6. Generate the folio and handover to the guest for inspection and obtain guest’s signature after verification.
7.Reconfirm the mode of payment (Cash, Card etc.) and collect the payment for final settlement of bill.
8. One copy of invoice to be handed over to the guest and second copy is retained by the hotel for records.
9. Future reservation enquiry- Ask the guest if he has plans to come back in near future; if yes; make a new reservation with required details and provide the confirmation number to the guest.
10. Thank the guest for staying.
