CHECKOUT

CHECKOUT DEFINITION:

Moment when, once the agreed time in the reservation has expired, the guest requests a
receiving the status of your account for the purpose of analyzing it, and once satisfied with the
charges made, pay the specified amount in the total balance of that invoice, for
later leave the hotel. A moment of truth where the receptionist handles the
see customer service with all the required technique, the analysis of the guest's account,
your questions or doubts regarding the charges made and the control of the documentation
required for collection from the client.

The Checkout is another of the moments that defines the work of the receptionist. It is
when the guest completes their stay at the facility, so this ending must mark the
guideline for a possible return, We need to work at this moment so that the guest has
everything you expect and even more (added value), in this way you will return satisfied for
a happy stay and a pleasant memory of when it ended. Additionally, the receptionist must
ensure that the collection is accurate to avoid losses in hotel revenue and
safeguard all the values derived from the daily sales of the department.

TYPES OF CHECKOUT:

1- Expected checkout.

2- Unexpected checkout.

3- Delayed checkout.

Planned checkout: It is the one that appears on the list of anticipated departures for the day, giving
compliance in this way with the commitment established through the reservation made to the
hotel.

Unexpected checkout: It is one that, not being scheduled on the day's departure list, is
produce a client's request, that is, the commitment established with the hotel through the
the reservation is interrupted by different causes.

Delayed checkout: It is one that, while on the list of scheduled departures for the day, does not occur.
at the time set by the hotel administration, so it extends beyond this
time. Normally it is at the request of the client and prior authorization from the reception manager, not
However, it also occurs due to the client's indiscipline, who without prior authorization goes to the
reception after the scheduled time.

Note: In turn, these types of checkouts can have or not have a charge invoice closure.
incidental, as in the cases of individual or group tourism clients who do not wish to
Hotel credit all your expenses are paid in cash at the different points of
hotel sales and an invoice for incidental charges is not enabled, in addition, the accommodation is
justified with the voucher issued by the agency and charged on the proforma invoice. It can
It happens that after having requested credit from the hotel, no consumption is made, so the
the system does not enable the invoice automatically and at the end of the stay you do not have any
cargo completed.

This is only possible for individual and group tourism clients, as in the cases of
Direct tourism always requires closing the invoice for incidental charges, even if there are none.
requested hotel credit, as the room charges are made on it
invoice.Checkout time: It is the time set by the hotel management for when once
when the agreed time in the reservation is completed, the guest must leave the room. The hour
what is normally established corresponds to 12:00 PM, although the management of
the hotel can vary it as it sees fit.

Note: To ensure that guests check out of the rooms at the established time in the hotel.
For the expected departure, the receptionist must contact the customer during the
tomorrow, using the phone or in person, to kindly remind you of the
Checkout time.

STAGES OF CHECK-OUT

The Checkout is a complex procedure that requires the receptionist's utmost

concentration, to carry it out quickly, and at the same time, safety in operations
of collection, the handling and custody of cash and credit collection documents. To
at the same time, the attention to the questions and doubts of the customers. By this moment everything
It must be organized and ready.

Checkout Request.

The guest requests the reception to prepare their account statement, which they can do.
by telephone, in person, or through another guest. With the purpose of leaving
of the hotel.

Checkout Start.

1- Attention to the Checkout order.

2- Reading of the planned departures list.

3- Search for the archived documents in the accounts pick.

4- Invoice printing.

5- Analysis of the charges made in that invoice.

6- Explanation to the customer of the charges or details of the invoice, as well as any other questions
that the guest has related to her.

Collection of the total invoice balance.

Once the invoice has been analyzed by the guest and the receptionist and after the client
manifests that you agree with the total balance of your invoice, the following shall proceed
form.

1- The guest is asked how they will make the payment.

If the payment is made in cash, it will be counted again in the presence of the customer.
to ensure that it is the correct amount, the cash is immediately deposited in the
box.

3- The exact change is returned to the customer if necessary.

A receipt is issued for the amount paid by the guest with its respective
payment concept (the receipt must be signed by the guest and the cashier who serves them).

5- The invoice is closed in the presence of the guest, attaching the copy of the payment receipt.
issued.
In the event that the payment is made by credit card, the sales operation is carried out.
at the POS. Once the operation is completed, the sales receipt is obtained, the original
with the client's signature for the installation and a copy for the guest. We must always
check the receipt balance to avoid any mistakes made.

The copy of the sales receipt is given to the guest along with their credit card.

Once one of these two possible operations has been carried out, attention continues to
guest.

End of Checkout.

1- Once the necessary operations are completed and customer service is finalized, we proceed to
wish the guest a happy return journey and a quick return to the hotel.

2- The services of the porter are requested to drive and guard the luggage of the
guest.

Note: If the customer requests a taxi, arrangements are made to ensure their satisfaction.

Most used documents in Checkout.

List of scheduled departures for the day.

Invoice for incidental charges.

Proforma invoice in case of individual or group tourism.

Discount letter in case of guest with assigned discount.

Advance deposit receipts, refunds, checks issued by the different points of

sale of the hotel.

Credit card, credit card promissory note.

Passport.

Registration card.

Direct tourism checkout.

In this type of Checkout, we must comply with all the previously described stages, but
we must keep in mind some specific peculiarities, which we will mention
continuation.

1- Emphasis should be placed on checking charges for accommodation, that is,

we must ensure that all nights have been charged with the price that it
corresponds to the type of room.

If the guest departs in the early hours of the morning, a manual charge must be made for
concept of accommodation and thus be able to charge for the night.

3- If the guest requested credit from the hotel, we must have all the checks organized.
different points of sale of the hotel and check that these match the charges made to
your invoice.
4- In case of having used the safe deposit box, we must ensure that they have been
all charges for the days the guest used it have been made, as well as any other
service whose charge is automatic.

5- If the guest made a deposit upon arrival and ultimately decided to pay in
We must give him the promissory note where the deposit was made so he can destroy it.

If the total bill balance does not exceed the amount deposited, we must make a
refund for the difference.

Individual tourism checkout.

In this type of Checkout, we must comply with all the stages described above, but
We must keep in mind some specific particularities, which we will mention later.
continuation.

1- That the checkout date corresponds with the date indicated on the voucher issued by the
travel agency.

If the guest requested credit from the hotel, the checks from the different points of sale
they should be organized and match the charges made to your invoice.

3- That the proforma invoice has been created and faithfully corresponds to the delivered voucher.
by the client.

4- The billing errors made in the proforma invoice must be corrected until it is finalized.
correctly done.

5- The proforma invoice must be closed with the correct balance on the day indicated by the voucher.

6- Steps 3, 4, 5, and 6 of the direct tourism Checkout are carried out.

Group tourism checkout.

This Checkout has the particularity that all the people who need to be accounted for
Checkouts belong to the same group, so we need to take some measures to prevent
problems.

The rooming list should be used as a reference document.

We must indicate in the rooming list the rooms that have already checked out.

3- That the pro forma invoice of said group is made according to the voucher issued by the
group guide or by the tour leader.

4- That all checkouts are completed for each room of the group.

5- That the Checkouts by room are carried out according to the stages of the Checkout
described.

6- If the group is a return group, make sure that all the group's documentation is kept.
stored for when he returns.

7- If the hotel keys are the conventional ones, we make sure that all of them have been
delivered.
Note: Point 7 of the group tourism checkout applies to the direct tourism checkout.
and individual tourism.