FOOM- Finals

Question 1

the last impression of the guest

Answer 1

check-out process

Question 2

as a ___, prior to guest check-out all necessary attachments must be prepared for a smooth flow.

Answer 2

front office associate

Question 3

the check-out process is a time for the front office to do the following:

Answer 3

• ask about their stay
• note feedbacks and improvements

Question 4

8 steps for check-out process:

Answer 4

1. confirm guest identity
2. check for late charges and posting (if necessary)
3. produce copy of account for inspection
4. process the payment
5. inquire about their stay
6. update room status
7. assist with transport/ luggage
8. invite guest back

Question 5

always ask the guest his/her room number and
name before proceeding with check-out to verify if you are looking at the correct account in the system.

Answer 5

1. confirm guest identity

Question 6

after verification, immediately phone the telephone operator to advice that the room has checked out.
- the operator will radio the room attendant to inspect the room

Answer 6

2. check for any late charges or posting

Question 7

in case of additional charges, post it in the final bill of the guest before presenting the statement of account

Answer 7

3. produce a copy of the account for inspection

Question 8

• for charges incurred, ask how they wish to settle the balance (cash or card?)
• if no charge, the room attendant must declare first that the guest can leave.

Answer 8

4. process the payment

Question 9

while waiting for the room to be cleared you can do the following:

Answer 9

• answer survey form
• ask about their stay
• offer a seat at the lobby

Question 10

right after check-out make sure to check-out the room at the system, so that it can be reflected with check-out

Answer 10

6. updating room status

Question 11

even if it is obvious or not if the guest needs luggage or transport assistance, always offer a helping hand

Answer 11

7. assist with transport or luggage

Question 12

what to do on the last step of the check-out process?

Answer 12

invite the guest back by:
- wishing the guest a safe trip
- you wish to be of service to them again

Question 13

frequent circumstances during check-out:

Answer 13

1 skippers
2. late check-outs
3. express check-outs
4. group departures

Question 14

a guest who leaves without paying

Answer 14

skipper

Question 15

the practice of granting this should be minimized at all times:

Answer 15

late check outs

Question 16

five (5) questions to ask for late check-outs:

Answer 16

1. how regular is the guest?
2. what time extension are they hoping for?
3. how is the occupancy for the evening?
4. is the room reserved for an upcoming guest?
5. what company does the guest represent?

Question 17

what to do during late check-outs?

Answer 17

• occupied rooms should be telephoned and in a polite manner, ask the guest when they are leaving.
• if the call is unanswered, further investigation is required. if belongings are unpacked, leave it and the receptionist should contact the profile of the guest.

Question 18

this procedure is administered in accommodation establishments which cater to corporate clients, whose time is precious.

Answer 18

express check-outs

Question 19

same process as for the normal check-out procedure, difference may be for the settlement of charges, always have the contract with you and follow it.

Answer 19

group departures

Question 20

how to do a warm greeting:

Answer 20

• state the time of the day
• state your name
• offer assistance

Question 21

this indicates the person taking responsibility for the room and any costs incurred

Answer 21

name of guest

Question 22

gives accurate account of the guest should any correspondence or contact be required after the visit.

Answer 22

guest’s email

Question 23

this document forms a legal contract between the guest and the venue.

Answer 23

signature

Question 24

how to room the guest:

Answer 24

1. offer assistance
2. amenities and facilities
3. how to operate key

Question 25

four (4) things to do after the guest has been roomed:

Answer 25

1. staple any paperwork (vouchers & IDs) to the GRC 2. update details from the card into computer. 3. set up billing instruction (if required) 4. file the card in the FO bucket until check-out.