Hospitality
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Guest departure procedure
| Steps | Key points | Your Dialogue |
|---|---|---|
Greet Guest |
Establish Room Number Ask about stay and respond to any complaints and comments |
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Collect relevant paperwork |
Collect all relevant paperwork from guest ledger View and verify correct |
|
Present Account to Guest |
Explain charges Do not present master account to guest pre paid to travel agent, present extras account only |
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Ask for any outstanding charges |
Ask if guest had any late charge not on the account: Mini Bar Breakfast Telephone |
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Correct any Errors |
Apologise only, do not justify |
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Collect payment |
Ask the guest if the method of payment is correct |
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Settle account |
Finalise (settle) the account and bring total to zero |
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Issue Receipt |
Hand the finalised copy of the account to the guest including any credit card sales voucher copies. Neatly attach all paperwork to the account. |
Guest departure procedure - continued
| Steps | Key points | Your Dialogue |
|---|---|---|
Collect guest keys |
For security reasons it is important to make sure that the guest does not take the key. |
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Safety deposits |
Ask the guest if the safety deposit facilities were used, return the valuables, obtain signature and key |
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Forward reservations |
The guest may ask for a forward reservation for the next stop on the journey. If possible, offer assistance. |
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Arrange transportation |
Ask the guest if you can assist with organising transport. |
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Co-ordination of luggage |
The Guests luggage may need to be collected from the room or stored for a few hours or days. |
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Record and action messages. Mail |
If the guest wishes to have mail and messages forwarded to the next address, take the details |
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Farewell Guest |
Make guest feel important and express the hope that the guest will return to the hotel. React to any adverse or positive remarks. |
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Finalise paperwork |
Complete and file all paperwork as required by hotel management |
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