1.     As front office manager, what steps must you take to ensure that every guest’s bill is correct? How would you work with a guest who claims his or her bill has been overcharged upon checkout time? How would you work with a guest who claims that the hotel has undercharged him or her? Please explain with specific and/or examples.

2.     As you contemplate your response for the scenario presented in this learning activity, it is important to gain a firm understanding of the components of a guest bill. As we know, the guest is charged and the guest pays the balance. As consumers we are privy to this knowledge, yet there's a certain terminology that is used by all of the front desk staff. One of the first steps in analyzing the scenario presented above is to examine the "debits" and "credits" applied to the account. What is a debit? Provide an example. What is a credit? Provide an example. Suppose a guest is checking out at the debits to not equal credits. What investigative steps would you take next?

3.     We must also keep in mind the schedule at which certain charges are processed. Some fees are charged to the guest folio on real time and others are charged as a duty of the night audit. Do you know which type of fees are charged as they occur and which fees the night audit is responsible for applying to the accounts?

4.     When having the conversation of guest charges, as front desk staff you must understand the source of each charge. Refer to Chapter 8 and determine how POS charges differ from PMS charges?  What types of charges are entered via a POS? Which type of guest charges are charged by a PMS?

5.     As the front office manager, you occasionally have to substitute for desk clerks when they call in sick. Today is one of those days. It is guest registration time and late checkout for other guests. The property management system is broken and you have to check guests in and out manually. To speed up the process and keep the line moving, which registration and checkout step can you omit during this busy time? Describe one guest registration step and one checkout step essential to ensuring your guests are comfortable. How would you deal with guests who require more attention during this hectic time? 

6.     You clearly have an understanding of the important steps and which approaches can be omitted. Enlisting the help of others is another solution.  In fact, if a PMS system was down and a busy check-in/check-out period was to occur you would find that the GM and Assistant GM would also be assisting guests and lightening the load of the front desk staff. In this case, we are also assuming the PMS system was down. Taking this into consideration, how would you manually determine a guest's charges and process the payment? Any ideas?

 

 

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