SHANTI MAURICE STANDARD OPERATING PROCEDURE
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TITLE
CHECK OUT PROCEDURE
Creation Date
DEPARTMENT
FRONT OFFICE
Version No
PERSON RESPONSIBLE
DUTY MANAGER
Version Date
REF: FO COV 2A
13-05-2020 A
1.0 Definitions The purpose of this best procedure is to ensure the correct settlement of guests’ folios and money handling. To ensure that a complete and accurate process is made on the Opera system.
The Process of Check-Out includes:
2.0 Responsibilities The DM / FOS orchestrates the entire sequence and helps wherever required. The Receptionist is in charge of escorting and completing registration formalities.
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DUTY MANAGER
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Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
3.0 Enhanced Hygiene Standard 3.1.1 Cleaning Properties
3.1.2 Cleaning and Disinfection Process
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TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
3.1.3 Products Technical Sheet
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TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
3.1.4 Cleaning Frequency
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TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
4.0 Cash Payment Process 4.1
Cash Payment Flow
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TITLE
4.2
CHECK OUT PROCEDURE
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REF: FO COV 2
The Cash Payment Process
The guest requests to settle / make a partial payment of his / her account. Receptionist requests the guest if there is any consumption from the mini-bar.
The guest wishes to settle his / her account by cash in: (1) Mauritian Rupees (2) foreign currency (Refer to FO COV 3 Foreign Currency Payment)
Receptionist makes a print out of the guest's final invoice for the guest to review and approve. Receptionist counts the sum received and verifies the money's authenticity with the 'currency detector'.
Receptionist creates a transfer of credit on guest's folio to even out to a zero balance in OPERA - Chooses correct Cash Payment Code - Inputs correct Currency amount
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
From Cashiering Tab, select ‘Billing’ option
Input the Room no. to obtain the guest’s folio
Note the total sum due and make a print out of the Invoice
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DUTY MANAGER
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TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
Record all supplements by processing manual transaction postings
To generate guest’s invoice, make sure the arrival and departure dates cover the guest’s whole stay
Ensure all details of payment are correct
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TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
Receptionist issues a Payment Receipt in duplicate copy with the amount paid in Mauritian Rupees. The Receptionist also signs the receipt.
The guest's signature is requested on receipt.
The Payment Receipt copy is remitted to the guest and the guest is thanked. The Payment Receipt is attached to the guest's folio and kept in the cash float.
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DUTY MANAGER
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
5.0 Credit Card Payment Process 5.1
Credit Card Payment Flow
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TITLE
5.2
CHECK OUT PROCEDURE
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REF: FO COV 2
Credit Card Payment Flow
The guest requests to settle / make a partial payment of his / her accout. Receptionist requests the guest if there is any consumption from the mini-bar.
Receptionist makes a print out of the guest's final invoice for the guest to review and approve.
Receptionist identifies the type of guest’s credit card. She verifies that the name on the credit card tallies with the name registered in Opera. She checks the validity of the expiry date on the card.
Receptionist checks the amount to be deducted by referring to Billing tab of Guest profile. She confirms with the guests the amount to be taken from the card.
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TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
Se inserts the credit card in the swipe machine and inputs the correct amount. She allows the guest to insert his pin code and proceeds with payment. For AMEX, Receptionist requests the guest to sign on merchant sales receipt slip.
Receptionist creates a transfer of credit in rupees on guest's folio to even out to a zero balance and prints a receipt with duplicate copy.
She requests for guest's signature on both Opera receipts with payment & zero balance. She also signs on both receipts.
She attaches copy of Opera receipt with credit card slip (customer copy) and submit to guest. The guest is thanked. Attaches original Opera receipt with credit card slip (merchant copy) to keep for filing and Night Auditor.
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
CHECK OUT PROCEDURE
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REF: FO COV 2
6.0 DISTRIBUTION 1. 2. 3. 4. 5.
General Manager Resident Manager Financial Controller Front Office Manager Duty Manager
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