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Guest Check-Out Guide

This guide covers the check-out process for departing guests.

Overview​

Check-out is the final interaction with the guest during their stay. A smooth check-out leaves a positive lasting impression and encourages return visits.

Prerequisites​

Before check-out:

  • Guest folio reviewed
  • All charges posted
  • Pending items resolved

Step-by-Step Process​

1. Locate the Guest​

  1. Navigate to Front Desk > Departures or In-House
  2. Find the guest by:
    • Room number
    • Guest name
    • Confirmation number

2. Review Folio​

  1. Click Check Out on the reservation

  2. Review all charges:

    • Room charges
    • Food & Beverage
    • Minibar
    • Telephone
    • Miscellaneous

  3. Verify pending items:

    • Unsettled restaurant charges
    • Spa charges
    • Other outlet charges

Important: Ensure all charges are posted before proceeding.

3. Present the Bill​

  1. Print a draft folio for guest review
  2. Allow guest to review charges
  3. Address any questions or disputes
  4. Make adjustments if needed (with supervisor approval)

4. Process Payment​

  1. Calculate balance due

  2. Accept payment:

    • Credit Card: Swipe/tap card, process transaction
    • Cash: Count money, provide change
    • Company Billing: Confirm authorization, transfer to city ledger
    • Split Payment: Process multiple payment methods

  3. For pre-authorized cards:

    • Capture the final amount
    • Release excess authorization

5. Complete Check-Out​

  1. Print final folio/invoice
  2. Update room status to Dirty
  3. Deactivate key cards
  4. Thank the guest

6. Post Check-Out Tasks​

  1. Notify housekeeping of departure
  2. Handle any lost & found items
  3. Update guest profile with stay information
  4. Send post-stay feedback request (automated)

Express Check-Out​

For quick departures:

Self-Service Express Check-Out​

  1. Guest reviews charges on TV/mobile app
  2. Confirms acceptance
  3. Charges billed to card on file
  4. Folio emailed automatically
  5. Key cards auto-deactivate at checkout time

Front Desk Express Check-Out​

  1. Guest requests express checkout
  2. Verify no outstanding items
  3. Bill to card on file
  4. Email folio
  5. Collect keys

Late Check-Out​

When guest requests extended stay:

  1. Check if room is needed:

    • Review arrivals for the day
    • Check room availability

  2. If available:

    • Offer late checkout (until specified time)
    • Apply late checkout charge if applicable
    • Update expected departure time

  3. If not available:

    • Politely explain situation
    • Offer luggage storage
    • Suggest alternative arrangements

Late Check-Out Charges​

ExtensionTypical Charge
Until 2 PMComplimentary or minimal
Until 4 PM50% of room rate
Until 6 PM100% of room rate
After 6 PMAdditional night

Charges vary by property policy

Common Scenarios​

Guest Disputes Charge​

  1. Listen to guest concern
  2. Review charge details
  3. Verify with relevant department if needed
  4. If error: Void/adjust the charge
  5. If valid: Explain the charge clearly
  6. Escalate to supervisor if unresolved

Minibar Not Consumed​

  1. Verify with guest
  2. Call housekeeping to verify
  3. Remove/adjust charge if confirmed
  4. Document reason

Additional Occupant​

If unreported occupant discovered:

  1. Apply additional person charge if applicable
  2. Explain policy diplomatically
  3. Adjust future reservations if needed

Lost Key Card​

  1. Check if cards returned
  2. May charge key card fee per policy
  3. Issue receipt for charge

Payment Declined​

  1. Request alternative payment
  2. If cash needed, escort to ATM if requested
  3. Supervisor approval for any adjustments
  4. Last resort: Create city ledger account

Group Check-Out​

For group departures:

  1. Navigate to Front Desk > Groups

  2. Select the group

  3. Options:

    • Individual Check-Out: Each room settles separately
    • Master Folio Check-Out: All charges to master folio

  4. Handle room charges per group contract

  5. Process individual incidentals

Zero Balance Check-Out​

When folio balance is zero:

  1. Verify all charges posted
  2. Confirm payment methods balanced
  3. Print zero-balance folio
  4. Complete check-out

Folio Settlement Options​

Settlement Types​

TypeUse Case
CashGuest pays cash
Credit CardCard payment
City LedgerTransfer to company/agent
AllowanceComplimentary charges
AdjustmentCorrections/goodwill

Split Folios​

  1. By Payer: Room to company, incidentals to guest
  2. By Item: Specific charges to specific payers
  3. By Amount: Split total between payers

Tips for Success​

  1. Review in advance - Check folios before guest approaches
  2. Be prepared - Have final bill ready if possible
  3. Thank sincerely - Personal farewell makes impression
  4. Request feedback - Invite review or comments
  5. Invite return - Mention any loyalty programs or offers

Troubleshooting​

Payment Terminal Error​

  1. Check connection
  2. Try manual entry
  3. Use backup terminal
  4. Accept alternative payment

Charges Not Appearing​

  1. Check for pending transfers
  2. Verify posting date
  3. Contact relevant outlet
  4. Post manually if confirmed

Guest Left Without Check-Out​

  1. Review folio
  2. Attempt to contact guest
  3. Process check-out
  4. Charge card on file
  5. Transfer to city ledger if payment fails
  6. Document for follow-up