Tourism and Hospitality

Guest departure procedure

Steps	Key points	Your Dialogue
Greet Guest	Establish Room Number Ask about stay and respond to any complaints and comments
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
Ask for any outstanding charges	Ask if guest had any late charge not on the account: Mini Bar Breakfast Telephone
Correct any Errors	Apologise only, do not justify
Collect payment	Ask the guest if the method of payment is correct
Settle account	Finalise (settle) the account and bring total to zero
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.
Safety deposits	Ask the guest if the safety deposit facilities were used, return the valuables, obtain signature and key
Forward reservations	The guest may ask for a forward reservation for the next stop on the journey. If possible, offer assistance.
Arrange transportation	Ask the guest if you can assist with organising transport.
Co-ordination of luggage	The Guests luggage may need to be collected from the room or stored for a few hours or days.
Record and action messages. Mail	If the guest wishes to have mail and messages forwarded to the next address, take the details
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.
Finalise paperwork	Complete and file all paperwork as required by hotel management