Check out procedure

Subject:

Title:

Check out procedure

Number:

LVP-FDK.006

Effective Date:01/07/97

Revision Date:01/03/03

Page:

1 de 3

Addendum:

Approval:

 When guest want to check out, ask for his or her name never ask for suite number. pull out the registration form and verify with him if he would like to use de same credit card number that he presented during the check in.

Inform him or her that an updated bill will be presented shortly, ask for any late minute consumption, print out the final, bill and show it to the guest ask him to take a quick look to the bill,

When a guest dispute any charge follow these steps:

Listen carefully to the guest explanation, never interrupt him, ask permission to research the disputes charge, if the guest is irate refer him or her to the Front desk supervisor, make sure to take just a couple minutes to resolve de problem.

If the charge it is been posted wrong transfer it to the second window and present a new folio to the guest, make sure the guest is leaving happy and offer him an apologize because of the inconveniences.

Ones the guest has left transfer the wrong charge to the correct room if this charge belongs to a different guest who left few days before adjust the charge following the proper procedure.

Fill out the voucher.

Date

Amount

Full explanation of void

Your name

Gust name and suite number

In some cases guest signature

Attached a copy of voucher to the folio

Ports to account.

Get the signature of the Resident Manager or Rooms Division Manager

If every thing it is fine ask him to sing the bill and explain that this copy will be for our records and a new one will give it to him folded in an envelope.

Verify the credit card number, the name must be the same as on the registration form, look the expiration date, the  signature on the back of the credit card match with the guest registration form.

Swipe the credit card on the approval machine  when you get the authorization make sure the credit card number that appear on the voucher it is the same as on the card. If your are having problems to get the authorization by the machine do it by phone.

Before you do that, inform the guest that you will call the credit card company this may going to take a wile to have the approval, perhaps  guest want to use a different credit card, ask the guest for an ID this can be driver license or passport, have it ready and do the phone call.

If you are facing problems and the credit card company refuse to give you an approval code inform the guest and ask for a different card, if guest said that it is the only credit card he has, inform your supervisor about the situation, under any circumstances you will allowed the guest to leave the property with settle his bill.

When a gust request a direct billing check the remarks line on the computer an see if there is any instruction about it, if not ask your supervisor to verify with accounting department.

We have agreements with  some whole sellers that have direct bill, when we have a new account with direct bill authorization, accounting department will inform us about it.

If the guest it is part of a group check the rooming list to verify who receives direct billing privileges.

If a guest insists on direct bill notify the manager.

Always ask the guest how was their vacations and offer assistance for a future reservation.

Bell Man will be call to the Front Desk by aye contact or calling their name , we can not shout to get the bell man’s  attention, the lobby has to offer a very relaxing atmosphere at all times.

and set the luggage and the golf clubs on the transportation, ask the guest to double check the completeness of luggage. If by mistake some bags were not loaded on the transportation report immediately to the front desk supervisor and try to contact the transportation. At the end of the task write it down in the luggage control report in concierge.

Ask the guest to give you the time they want to check out. Offer a late check out without charge whenever possible except on heavy arrivals periods.

The late check out time that we can offer it is 6:00 pm without charge.

Some times you can offer a late check out residences

Any late charge less than $25.00USD must be adjusted, but you have to be car full before you make the adjustment verify that there are no more late charges from the same guest and may be more than $25.00 USD and on that case we will charge them.  

All departing hotel guest are to be thanked:

Mr/Mrs thank you for staying at L.V.P and we look forward to serving you in the future. If you don’t have the information of transportation offer him assistance.