Hotel Front Office Management, 3rd Edition

114 CHAPTER 4: PROPERTY MANAGEMENT SYSTEMSFigure 4-13. Checkout module.1. Folio2. Adjustments3. Cashier4. Back Office Transfer5. Reports6. Guest HistoryCheckoutThe inconvenience of guest checkout (long lines, disputes over charges) is greatly reducedwith the PMS checkout feature, which prints out an accurate, neat, and completeguest folio within seconds (Figure 4-13).Disputes over guest charges still occur at the time of checkout, but not as often. Theposting of a long-distance telephone call to room 295 instead of room 296 is less likelyto occur with a PMS, because the PMS interfaces with the call-accounting system and thephone charge is automatically posted to the guest’s electronic folio.Efficiency at time of checkout is also improved when the desk clerk retrieves a hardcopy of the folio and presents it for review to the guest. The guest has already indicatedmethod of payment at check-in. An imprint of the credit card has been made, or prepaymenthas occurred. The floor limit, a dollar amount of credit allowed by the credit-cardagency, and house limit, a dollar amount of credit allowed by the hotel, have been monitoredby the PMS. These controls help to avoid high debit balances, the amount of moneythe guest owes the hotel. Last-minute purchases of products or services are automaticallyposted at the point-of-sale terminals.The guest completes the checkout process by confirming the method of payment. Thedesk clerk may suggest the possibility of making future reservations at this property orother properties in the chain or referral group. Transfers to the city ledger are madeelectronically at this time. Cashier activity reports are monitored as well as other informationabout the day’s checkouts (such as number of guest departures and time of departures).A PMS can generate a paid in advance (PIA) listing, which monitors guestswho paid cash at check-in. The PIA prevents guests from charging any products or servicesto their guest folio.Guests can avoid checkout lines by using in-room guest checkout, a feature of theproperty management system that allows the guest to use a guest room television to checkout of a hotel. For this process, the night desk staff slips a copy of an updated guest foliounder the door the night prior to checkout. The guest enters a few digits on the televisioncontrol panel to start the process. After he or she answers a few questions (regardingmultiple guest accounts in the same room, accuracy of charges, and method of payment,for example), the process is complete. The guest can pick up a copy of the folio at thefront desk if desired.TLFeBOOK