Check-out Procedure

For the AM Shift, the bulk of a GSA's responsibilities is to ensure a quick and efficient Check-Out process for our Guests.

Procedure

1. Smile and greet the guest “Good morning/afternoon” and confirm that they are checking out.
2. Ask the guest for their room number.
3. Search the room number or surname and bring their booking up on the screen. Confirm their name to ensure the right guest is checking out.

4. Click the "I like to..." button on the top right-hand corner of the window.
5. A pop-up window will appear. Select "Check-out".
6. Another pop-up will appear warning that any changes on the reservation will be saved. Click "Yes".
7. This will bring up the check-out window.

8. Read and understand the check-in and check-out instructions: Payment method, incidentals to be settled either directly by the guest or covered by packages or companies, and any limits (alcohol not included, dinner up to $45 only, etc.) imposed by the companies or agents.
9. Click the "Change Ledger" tab to view the details of incidentals.

10. Confirm with the guest the details of the incidentals, if any.
11. Once confirmed, ask the guest how they wish to settle their account (using their pre-authorisation or paying directly).

To Finalise Payment

1. At the top right corner, choose the ledger to finalise. Right-click and choose the payment option.

2. Process the payment and post it accordingly to the payment type in the system.
3. Ensure the correct method of payment - AMEX, B/M/V, Eftpos, Direct Bill, Cash.
4. In the remarks section, write: "TRANS ID – 123456" (the last six digits of the RRN on the receipt) for all card transactions.
5. Click ‘Next’.
6. If the guest requires a Tax Invoice, right-click on the ledger you would like to print and choose the ‘Print Ledger Invoice’ option.
7. Once all the ledgers are zero balance, click "Check-out" (bottom right hand corner).
8. Reiterate the procedure of the pre-authorisation release.
9. The guest may also wish to have their luggage stored for a later pick-up. If so, tag the bags and give the receipts to the guest, and place the bags in the luggage store room.
10. Bid them a farewell and a safe journey.

Notes:

Pay Attention To:

• Payment method and Check-out instructions.
• Incidentals to be settled either directly by the guest or covered by packages or companies.
• Payment method, CC type, and amount as different credit cards will incur different surcharges.
• Incorrect postings will affect your end-of-shift credit card balance.
• Certain companies do not incur a CC surcharge (DFFH/DOH, Woolworths, Telstra).
• Any refund (including bond refund) needs to be approved by your Duty Manager.
• Any revenue reversals (e.g., room service, Encore charges, parking, etc.) need to be approved by the Duty Manager.
• Check the Raptor docket (located in the archive box in the HP cupboard) to confirm disputed charges.