Hotel Check Out Procedure Template

Process Street's Hotel Check Out Procedure Template has been specifically designed to work as a guide for the front of office staff, to standardize the check out process, making the process consistently efficient. 

The Hotel Check Out Procedure Template has organized check out processes into a series of steps outlined below:

• Ask About Stay
• Enquire Over Additional Charged 
• Verify Account Information
• Confirm Payment 
• Check Messages 
• Final Checks 
• Update Room Status 
• Guest Fil History
• Request Guest Satisfaction Survey 
• Checkout Completion 

At the beginning of this checklist, you will be presented with a set of specialized questions designed to make sure the check out process runs smoothly. The questions are given as sub checklists, short answers, or yes/no drop-down menus. 

Dropdown yes/no questions will present a series of pre-determined steps relevant to the given answer. These conditional steps will then guide you through a process appropriate to the specific circumstance. 

Therefore the Hotel Check Out Procedure Template is a dynamic yet standardized guide. Standardizing processes as such guarantees quality, improves clarity and boosts employee morale

What can be considered most important is the benefit standardization has towards customer service.

The hotel industry is considered peoples first business. Customer service is therefore vitally important for success, especially in the current climate with an increased demand for improved and superior customer experiences. In 2019, 86% of customers were willing to pay more for better customer experiences.

Thus by implementing Process Street's Hotel Check Out Procedure Template, you will reap the above benefits by ensuring your check out procedure is standardized.

See Process Street's Hotel Check In Procedure Template.

In this Hotel Check Out Procedure Template checklist, you will be presented with the following form fields, for which you are required to populate with your own specific data. More information for each form field type is provided via linkage to our help pages:

• Subtasks 
• Dropdown
• Short Text 
• Date

Let's start by recording the hotel details, your details and the details of your supervisor or manager.

''Gone are the days when customers were happy just receiving 'please' and 'thank you'''

Check of the below subtasks as they are completed before moving on in the check out process.

As the front of office staff, you are the guest's first and the last point of contact. Ensuring excellent last impressions during the guest's check out is vital.

To do this, front of office staff need to be excellent communicators, positive, patient and empathetic to ensure the outstanding customer experience is maintained from the start to the end of the guest's stay. Big smiles provide a warm welcome, using the guest's first name creates a more personal interaction and maintaining eye contact assures your full attention.

See Process Street's Training Hotel Employees Template.

The dropdown form fields above have been designed to take you to the most appropriate pathway depending upon your answer. State 'Yes' or 'No' to the questions below to proceed to the steps conditioned to fit the specific circumstance. 

Both positive and negative feedback is key for adapting your business to meet the needs of your customers. Obtaining customer opinion about their experience will introduce key areas for improvement and highlight areas delivering the desired results. It is important to make an effort to obtain and record customer feedback.

By selecting yes or no on the below dropdown menu, you will be presented with the next set of steps to guide you through the check out process specific for the circumstance.

Before the room cost is confirmed with the guest, it is necessary to make sure every charge is accounted for on the guest's account. Confirmation of charge with the guest, whilst double checking charges on the system, are actions that ensure the correct amount is applied.

Additional charges include charges for extra add ons such as room service or restaurant tabs.

Make sure to add additional charges to the guest's account. Once these charges have been added, take the time to double check once more that no further charges need to be added.

This is a critical step in the check out process. It is important no charges are missed.

It is important to ensure charges have been accounted for before processing payment. Once an amount has been settled it is poor practice to add on additional charges you may later discover. Additional charges missed will lead to loss of income. Thoroughly checking overcharges and verifying the account information with the guest, and on your system, is a necessary stage to prevent issues with payment. 

Your hotel should be transparent with charges from the onset. Hidden fees may cause resentment and degrade the otherwise good customer experience.

By selecting 'Yes' or 'No' on the above dropdown menu, you will be presented with the next set of steps to guide you through the check out process specific for the circumstance.

Make sure to confirm payment has been processed successfully before you move onto the next step. If there are issues with processing payment, these should be investigated. 

Investigate the issue and ensure your specific policies and procedures for payment errors are executed and relevant staff are notified.

During the guest's stay, they might receive mail, emails and phone calls which need to be passed on to them. These should be passed onto the guest at the time of receipt. However, it is good practice to double check there are no outstanding mail, emails, or phone calls before checking the guest out. 

The safety deposit box is a secured container that can be used by the guest to contain important documents or assets temporarily during their stay. During the checking out process, it is crucial to double check the guest has taken back their items from the safety deposit box. 

By selecting 'Yes' or 'No' on the above dropdown menu, you will be presented with the next set of steps to guide you through the check out process specific for the circumstance.

It is important to obtain the room keys back from the guests. Guests often forget about a room key or card in their purse or bag. A kind reminder during check out is sometimes needed.

The hotel room key has evolved over the years. Room keys, cards, codes and a virtual key as the latest innovation, are different ways to grant access to the guest rooms. A room key/card/code or virtual key should be chosen in line with your hotel's culture, authenticity, and theme, and should not compromise a customized, personal experience.

If room keys are missing, reporting these will help the hotel keep track of the hotel's lost property. 

As you come to the end of the check out process, the room status needs to be updated on your systems to indicate the guest has just left and the room is now vacant once room cleaning processes are complete.

See Process Street's Deep Cleaning Checklist 

Recording details such as arrival and departure dates, food and beverages purchased, comments made and any special requirements specific for each guest, you can create a personalized customer experience upon the guest's return. Personalization creates a home-like feel for the guest which will ensure continued loyalty.

If the guest agreed to fill out a guest satisfaction form at the beginning of the check out process, now is the time to provide this form to the guest. 

Guest satisfaction forms are a great way of recording customer feedback. This important feedback will direct the adaption and evolution of your business. 

Delivering a great customer experience doesn't end once the customer has checked out from the hotel successfully. Wishing the guest a safe trip, and showing attentiveness and interest as the guest departs is of high importance.

• BNG Hotel Management - Check Out Process in Hotel 
• The New Times - Why Customer Service in Hospitality is Everything 
• HCareers - 8 Must-Have Customer Service Skills When you Work in Hospitality 
• HMG Hospitality - Why Feedback is Key to Your Hotel's Financial Success 
• Medium - 7 Reasons Why Customer Feedback is Important to Your Business 
• HuffPost - Stop Hiding Fees How Companies Can Take Market Share From Competitors 
• Quartz - Why the Disappearance of Hotel Room Keys Marks the End of Hospitality 
• Smarter Travel - 7 Things Not to Do at Hotel Checkout
• Home Science Education - Scanty Baggage, Wake Up Calls and Discrepancy Reports
• Process Street - Standardizing Processes: How to Create a Documentation Style Guide
• Image from TheDigitalArtist, re-sized
• Image from TeroVesalainen, re-sized
• Image from qimono, re-sized 
• Image from Cory Doctorow, re-sized
• Image from Pixabay, re-sized
• Image from 1556045, re-sized

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