Hotel Front Office Management, 3rd Edition

240 CHAPTER 9: GUEST CHECKOUTFigure 9-1. Guest checkout is a time for inquiring about guest services and determiningmethod of payment. (Photo courtesy of Lincoln Plaza Hotel and Conference Center,Reading, Pennsylvania.)Incidental comments about a cold room, low water pressure, leaky plumbing, or damagedfurniture should be noted and passed along to the appropriate department heads.Because guests often do not verbalize complaints or compliments, all lodging propertiesshould have guest comment cards available as an optional source of communication.In many leading lodging chains, the chief executive officer answers these cards personally.The general manager of an independent lodging property can provide a similarpersonal touch by acknowledging negative comments. A good public relations programcan be enhanced by addressing any minor problems experienced by the guest that mightindicate lack of concern. Also, concern for guest satisfaction impacts the financial successof the hotel.Retrieving the Room KeyLodging properties that use a hard-key system must request the return of the hard key.The security of the guest as well as the financial investment in the hard-key system mandatesthat this procedure be a part of the guest checkout. Guest security is jeopardized ifkeys are lost or not returned. A 200-room property with approximately five keys perroom that must be constantly replaced will find that a great deal of money is being spentTLFeBOOK