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Best Practices for Guest Services and Credit Check Management in Hospitality

This section outlines essential procedures and best practices for managing guest accounts, credit checks, and securing guests' valuables. It details how front desk representatives can assess guest spending habits through credit check indicators, respond professionally to VIPs during check-in, and ensure guest comfort by providing information on local attractions and services. Additionally, it covers the importance of safe deposit boxes for valuables and emphasizes the appropriate management of guest accounts, including handling charges and payments.

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Best Practices for Guest Services and Credit Check Management in Hospitality

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  1. Chapter 6, Section 4

  2. A Credit Check Will Indicate Whether: • Cash-only guests have used the phone, watched pay movies, or charged items • Credit/Debit card guests have gone over their credit limits • Credit/Debit cards guests have gone over the property’s floor limits

  3. ONLY Guests Should Place Their Valuables in the Safe-Deposit Box

  4. Front Desk Representatives Can Use the Guest Information Director to Help Guests Locate: • Special events • Arts & culture attraction • Theatre & cinemas • Night clubs & entertainment • Shopping centers • Restaurants • Lounges & taverns • Recreation & hobby activities • Transportation • Medical services • Personal services • Business services • Churches, synagogues, &mosques • Maps of the area

  5. Other Front Desk Representative Tasks • Exchange currency • Pick up, use, and turn in a cash bank • Post guest charges and payments • Process guaranteed no-shows • Update room status

  6. Follow These Procedures When Checking in VIPs: • Coordinate VIP arrival times with housekeeping. • Preregister VIPs and print their names and room numbers on a preregistration envelope. • Pre-key guestrooms and test keys. • Requires VIPs to sign registration cards, but not completely fill them out. • Notify appropriate departments and co-workers. • When checking in VIPs and other guests, be courteous and professional, and provide quality service.

  7. Section 6.4 Quiz • A _____ is a statement of all transactions affecting the balance of guest’s account. • You can refer to you property’s ______ _____ to help guests select local restaurants, attractions, or entertainment sites.

  8. Section 6.4 Quiz 3. True/False: You can accept a guest’s account on a computerized point-of-sale system by typing in the guest’s room number or the first few letters of the guest’s last name. 4. True/False: most properties set a maximum dollar amount for which they are liable if something should happen to valuables place in a property’s safe deposit box. 5. True/False: If there is a problem with a guest’s room, the guest should be moved to a higher rate room at no additional charge.

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