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A guest account can be brought to a zero balance in several ways. Methods of settlement include cash or

debit card payment, credit or direct billing transfer, or a combined settlement method.

Cash Payment in Full. A cash payment in full at check-out will bring a guest account balance to zero.

The front desk agent should mark the folio paid. As mentioned previously, front office policy may

sometimes require the guest to present a credit card at check-in to gain charge privileges. A guest may

have had a credit card imprinted at registration, even though he or she intended to settle the account using

cash. The front desk agent should destroy the guest's credit card voucher created at registration when the

guest pays the account in full with cash. When the guest registers and the front desk agent establishes

credit by obtaining a credit card authorization, in effect the credit card processing company commits to

reserving projected funds for potential payment to the hotel. This practice reduces the amount of funds

available to the credit card holder for other purchases. If the guest settles his or her account with another

form of payment, it is essential that the funds being held for the hotel be released at check-out. Otherwise,

the credit card processing company may reserve the funds for up to 30 days. This can be a burden to

guests, and will result in complaints and dissatisfaction after the guest has departed the hotel.

Debit card settlements are considered cash payments because the funds are drawn directly from the guest's

checking or savings account. Banks issuing debit cards will not process a withdrawal transaction against

the card unless there are sufficient funds in the account at the time of the transaction. Therefore, the hotel

is assured of payment by the bank. Even though the guest's folio is brought to a zero balance, the amount

due the hotel is normally transferred from the guest ledger to the city ledger until final payment is

received.

Guests desiring to pay in foreign currency should first convert their money to local currency. Settlements

are customarily handled in local currency only. Hotels often charge a fee to convert currencies, since

banks charge hotels fees for currency conversion. Most front desk areas of major hotels display currency

conversion rates for major countries, or have the rates readily available, based on information found in the

financial section of a newspaper or through an online resource.

Cash payments are the most likely to be involved in fraud by front desk agents. It is important that the

hotel have procedures in place to record every cash transaction. Some hotels require that supervisors

approve all cash settlements. This is to verify that the cash paid by the guest is actually put into the agent's

cash bank. However, in most cases the folio indicates the cash payment, and guests verify the entry before

they leave the front desk area. In addition, front desk agents should be trained on how to identify

counterfeit currency, especially $20 and $50 bills, which are among the most common counterfeited.

Credit Card Transfer. Even though credit card settlement brings a guest account to zero, the amount of

the charge must be tracked until payment is actually received from the credit card company. Therefore,

credit card settlement creates a transfer credit on the guest's folio and moves the account balance from the

guest ledger to a credit card account in the city (or non-guest) ledger. After the front desk agent swipes the

card through a credit card reader, a payment slip is printed showing the transaction amount. The

completed credit card slip is then presented to the guest for signature. In many hotels, the guest may be

asked to sign a copy of the folio, acknowledging and agreeing to the credit card balance instead of

receiving a payment slip to sign. In either case, the guest's signature completes this transaction. In many

locations, imprinting vouchers is no longer necessary because the front office system sends the settlement

transaction directly to the credit card company. When international guests present credit cards for

payment, the credit card company always provides payment in local currency. Hotels do not have to worry

about currency exchange rates or fees, since these rates are computed and processed by the credit card

company.

Direct Billing Transfer. Like credit card settlement, direct billing transfers a guest's account balance

from the guest ledger to the city ledger. Unlike credit card settlement, responsibility for billing and

collecting a direct billing lies with the hotel rather than an outside agency. Direct billings are not normally

an acceptable method of settlement unless the billing has been prearranged and approved by the hotel's

credit department before or during guest registration. To complete a direct billing settlement, the front

desk agent should have the guest sign the folio to verify that its contents are correct and that the guest will

accept responsibility for all charges contained on the folio, should the direct billing account refuse

payment. Then the hotel sends a bill to the direct billing account. Combined Settlement Methods. A guest may elect to use more than one settlement method to bring the

folio balance to zero. For example, the guest may make a partial cash payment and charge the remainder

of the account balance to a credit card. Front desk agents must accurately record the combined settlement

methods and take care that all required paperwork is properly completed. Properly completed paperwork

helps facilitate a front office audit.

Once the guest has settled the account, the front desk agent should provide the guest with a copy of the

folio and continue to be a goodwill ambassador for the hotel. Check- out and account settlement are among

the last opportunities the front office staff has to convey hospitality. The front desk agent should take full

advantage of this opportunity. For example, the agent should ask if everything at the property met the

guest's expectations, especially the guestroom, facilities, and service areas.

Check-out and account settlement is an excellent time for the agent to let the guest know that the hotel

cares about the quality of the guest's hotel experience. Many front offices provide guests with comment

cards at check-out, hoping that guests will provide an evaluation of the hotel's effectiveness. The front

desk agent should always thank guests for staying at the hotel and wish guests a safe trip. The front desk

agent should also ask guests to consider returning to the property during a return trip to the area.

Sometimes guests may settle their account before check-out time and not leave the hotel. For example, a

guest may go through the check-out process at 8 A.M.but will be in a

meeting at the hotel until noon. Such a

guest will not be able to post additional charges to his or her account, since the account was closed at

check-out. This can be an inconvenience or embarrassment for some guests. For this reason, front desk

agents should verify that guests are actually leaving the hotel upon completion of check-out, and, if they

are not, let them know that they will not be able to post additional charges to their account.