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Rec-05-01-019 - Departure Report

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28 views2 pages

Rec-05-01-019 - Departure Report

Uploaded by

Bibi Lavender
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Issued: ASIA PACIFIC ROOMS DIVISION Index Nº:

27/01/10 POLICIES & PROCEDURES REC-05-01-019

Revised:
01/05/2013 RECEPTION

Subject: Departure Report 2 pages

POLICY

To ensure that all rooms are checked out of the system on the day of departure to allow for room turnover
and new arrivals.

PROCEDURE

On the guests’ departure date, make sure that all documents and files are retrieved, forwarded and
archived, according to the following requirements.

The departure report should be checked after the standard hotel check out time, on each day, to ensure
that any rooms which are due out and vacant can be settled and the bucket emptied.

Guests not checked out

• Should any guest remain not checked out after departure time, the Receptionist is to phone the room
checking if the guests have departed.

• Prior to phoning the room, check whether the guest has a separate reservation for ongoing
accommodation. If yes, check out the current reservation and check in the new booking ensuring all
guest details are updated accurately on the new booking. Check the payment details for both
reservations and action settlement/transfer of charges as required. Inform the guest that their key will
need to be updated and of any new guarantee of payment details. Advise housekeeping of new room
status. Update registration card to reflect new booking details.

• If the guest answers: politely say “Good afternoon (Guest’s preferred name), this is (Staff’s name) at
reception, I would like to confirm your departure details with you”. The guest will then advise of their
plans:
− If the guest says he is staying on, refer to any relevant paperwork and check the departure date
(and amend if incorrect). If the details are correct, ascertain if the hotel can accommodate the
guest and what accommodation rate can be offered.
− Check the guarantee of payment is correct for the dates advised. New preauthorization and/or
deposits may be required and all guidelines with reference to REC-05-01-002 are to be followed.
− If the guest says he is leaving today, politely advice him of the departure time, should he require a
late check out, please refer to the local hotel policy for charges.

• If the guest doesn’t answer: highlight the room number and advise Housekeeping or Porter /
Concierge (subject to hotel/brand) to go to the room to check the room status.

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• Housekeeping or Concierge will then advise Reception of the status of these rooms. Any vacant dirty
rooms should be checked out and settled.

• Any occupied unpacked rooms should be messaged to contact Reception at their earliest
convenience. No bags are to be touched at this time.

• Pull out all registration cards dated for departure today and keep in numerical or alphabetical order.
− If you find a card that is not on the list, check the name and room number and match with the
date of departure.
− If it is still in-house file back into the corresponding registration bucket and change the departure
date to the correct one. If the guest has checked out on a previous day, file the registration card
in the corresponding archive for that date.
− Wrap the registration cards in the departures report printed out previously and file in filing cabinet.

Recommendations

When a guest extends their stay for additional days from their original departure date you must always
check if their room number and/or type is available for all extra days and in particular if their room has
been blocked/requested for another reservation. This must be done before advising the guest if they can
stay on in the same room.

REFERENCE DOCUMENTS

POLICY AND PROCEDURE SUPPORT DOCUMENTS

REC-05-01-002 - Guarantee of Payment

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