Guest Account Management Procedures
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ScribdTranslationsGuest Account Management Procedures
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ScribdTranslationsRECEPTION BOX PROCEDURES
TYPES OF GUEST ACCOUNT CONTROL SYSTEMS
Computerized (with cash register software)
Cash register
Electromechanical system
Manual system
STATIONERY USED
Invoices
About concentration
Cash voucher
Advance payment receipt
Adjustment
Miscellaneous cargo
Transfers
Safety deposit box
Cashier report
Promissory notes for credit cards
Farewell envelopes
Exit passes
Dollar exchange
ATM deposit
ARTICLES, DEVICES, AND INSTRUMENTS
Cash register
Computer
Money storage box
Cash box key
Master key for safety deposit boxes
Guest cargo door
Credit card machines
Seal of delivered key
PAYMENT PRIORITY
ENTRY PRIORITIES
International credit card
National credit card
Cash
PRIORITIES AT THE EXIT
Suggest the cash
International credit card
National credit card
MANAGEMENT OF CREDIT CARDS
Procedures for handling a credit card:
Check the validity of the card
Compare the names on the credit card and the registration card.
Select the appropriate Boucher and machine
Machine the card and check that the data is complete.
Request the guest's signature
Compare the signature on the card
MANAGEMENT OF TRAVELER'S CHECKS
Important points of this check:
They do not expire
They are signed for the first time upon purchase.
They are signed for the second time in the presence of the cashier at the time of payment.
Prevent the guest from signing with markers
Take into account the international exchange rate
Request identification from the guest
CHEQUES AND MONEY ORDERS
Mostly checks are not accepted in hotels; however,
they may have some exceptions depending on the company or high status
of the executives who sign it
COUPONS
There are contracts made between the hotel and travel agencies so that the
Guest pays through coupons provided by the travel agency.
ADJUSTMENTS TO GUEST ACCOUNTS
This is about adjusting the guest's bill when they have been overcharged and
you must explain why or the reason for the adjustment.
ACCOUNTS RECEIVABLE
They refer to the charges that have not been collected after the guest's departure.
the hotel therefore sends them for subsequent billing to a specific location
MASTER ACCOUNTS
It is a bill that will be paid by the company or only by the travel agency.
when they are large groups between 40 and 60 people
CASH MANAGEMENT
This directly depends on the policy of each hotel, but among the most notable features
important factors to consider are:
It must be received and delivered at the beginning and end by each cashier.
Vouchers cannot be included without authorization.
Everything is temporary, a maximum of one day.
This fund will not be made up of large amounts
In border hotels, it is advisable to have two funds, one in currency.
national and another in dollars
There must be a list of authorized personnel to issue cash vouchers.
PREPAID PAYMENT RECEIPTS
These are the payments that the guest makes without having an open account and only
I am inclined to pay in advance for the services I will require primarily.
accommodation, and when a restaurant service is needed, the duty will be reminded
pay in cash at the same moment
ROOM CHANGES
The cashier will be responsible for making the necessary changes and modifications to the
guest account:
Change the charges to the new respective place
Modify the number on the receipts
Notify the department in charge of the service bar to detect the charges
earrings
Notify the telephone department to see the possibility of the extension of
the vacant room has direct access to LADA calls
In case the guest has a safe, it is necessary to do the
necessary modifications
OUTPUT OF RECEIPTS AND DOCUMENTS FROM THE CASH DESK
This refers to the issuance of documents or invoices that any executive may require.
of the hotel, therefore, the cashier must note and issue a receipt since his
The responsibility for taking care of such documents is great.
CHARGES TO GUEST ACCOUNTS
The cashier must verify the account 4 points before making the charges:
Let the guest have credit
That the charge not only includes the room number but also the number of it.
name of the same
The room number and the guest's number
The signature on the charge note and the signature on the register must match.
Transfers
THIS IS SIMPLY TRANSFERRING A CHARGE FROM ONE ACCOUNT TO ANOTHER
THE GUEST'S DEPARTURE
Here the cashier must follow the following steps:
Ask the guest for the key to their room
Ask the guest for the items that the hotel lent him.
Review the outstanding charges
Send a person to take inventory in the room
Ask the guest for the credit card and charge it, return the previous voucher to the guest.
client
Ask in whose name the invoice will be issued
Invite the guest to evaluate the service
Deliver the invoice to the guest and occasionally the exit pass.
Politely bid farewell to the customer with kind and grateful words.
Late departures
If the guest checks out after their check-out time, the cashier will proceed to charge them the
respective amount
DAILY CREDIT REVIEW
The account statements of all guests should be reviewed daily.
registered at the hotel, following these aspects:
You mention that the guests who arrived left a deposit and it has already run out.
with the respective charges.
You have zero balances, whose guests have already checked out of the hotel without having
passed through the box.
Limits on floor credit card limits for guests in transit.
Credit card butcher.
High balances.
Correct application of rates.
Authorized discounts and courtesy offers.
Balances in favor of customers who have already left and did not go through the checkout.
Correct application of the deposits sent before the arrival of the customer.
Application of average rents.
Coupon review.
Review of master accounts.
Rooms with complimentary nights.