Page 181 - English for Front Office

share feedback on their stay during the
check-out process, often through a survey
or questionnaire.
Rapid Check-Out A fee charged to guests who check out
before their originally scheduled departure
date.
Settling Invoices: An extension of the standard check-out
time, often subject to an additional fee,
allowing guests to stay in their room for a
few extra hours.
Credit Card When a guest leaves the hotel before the
Authorization standard check-out time, typically done by
informing the front desk in advance.
Guest Satisfaction The process of guests paying any
Survey outstanding charges, reviewing the folio,
and settling their final bill before check-
out.
Courtesy Call The process of the hotel staff ensuring that
all charges are correctly applied to the
guest's account and that any discrepancies
are resolved.
Early Departure A follow-up call or message to guests
Fee after check-out to inquire about their stay,
offer assistance with any issues, or request
feedback.

TEXT EXPLOITATION TASKS

Student A

SOP in Handling Check Out

Express Check-out Standard Procedure:

1. Express Check-Out is normally only possible if the
payment is done by credit card and required pre-auth is
taken on the guest credit card.
2. Express check-out is also done using kiosk kept at the
front desk or via in-room TV or hotel's mobile App.