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Introduction
Maintain guests’ financial records:
Classroom schedule
Trainer contact details
Assessments
Resources:
• Calculator, pen and paper
Slide 2
Introduction
Ice breaker:
What is your name?
Where do you live?
Why are you doing this course?
Where do you work?
What do you like most about your workplace?
Slide 3
Cycle of service
Goods and services provided:
• In small groups, list some examples of facilities that may be offered at accommodation venues
Financial transactions:
• Definition
• Source documents
• Responsibility
Slide 5
Guest accounting cycle
Slide 6
Pre-arrival
ArrivalAccount creation
OccupancyAccount
maintenance
DepartureAccount
settlement
Guest accounting cycle
Types of guest accounting systems:
• Features
• Revenue and expenses
Different accounts:
• Master accounts
• Extras accounts
• City ledger
• Cash folio
Slide 7
Guest accounting system
Accommodation services:
• Front office
• Back office
• Reservations
Transactions:
• Pre-arrival
• Arrival
• Occupancy
• Departure
Slide 8
Organizational chart
Slide 9
Senior Managers and Owners
Food and Beverage
Bar
Restaurant
Room service
Rooms
Front Office
Reservations Concierge
Housekeeping
Supervisors
Room and Laundry
attendants
Maintenance
Engineers
Tradesmen
Finance
Accountants
Clerical staff
Sales and Marketing
Sales Managers
Marketing assistants
Clerical staff
Transactions on the guest account
Deposits and advance payments:
• Definition
• Recording as revenue
• Pre-arrival
• Arrival
Slide 10
Transactions on the guest account
Limitations and restrictions:
• Responsibility
• Monetary
• Service
Activity
Describe to a partner what you understand both monetary and service limitations to mean. Refer to the Trainee Manual if required.
Share with the group as directed.
Slide 11
Transactions on the guest account
Problem accounts:
• Arrival
• Occupancy
• Departure
Corrections and adjustments
Activity
Slide 12
Transactions on the guest account
Room rates:
• Revenue
• What influences the room rate?
• Calculation
• Where are they found?
• The rack rate
Slide 13
Transactions on the guest account
Payment options:
• Cash and cash equivalent
• Vouchers
• Company charge
• Frequent guest points
Slide 14
15
Arrival Account creation
Departure
Account settleme
nt
Pre-arrival
Occupancy Account
maintenance
Establish guest financial record
Establish guest financial record
The guest financial record or account:
When is it created?
• From previous information
• At check in
How is it created?
• Guest history
• Pre-arrival
• At check in
Slide 16
Establish guest financial record
What does the guest account look like?
Personal details
Guest history
Payment details
Check-in and check-out dates
Special arrangements
Activity
Create a guest account template based on class discussions
Slide 17
Establish guest financial record
Different types of guest accounts:
Master account
Extras account
Payment from guests on arrival:
• Advance payments
• Deposits
Slide 18
Establish guest financial record
Different types of guest accounts:
Closed guest account
Open guest account:
• Pre-authorization limits
• Deposits
• Master or extras account
Slide 19
Establish guest financial record
Status of guest accounts:
Notify revenue centres:
• What are revenue centres?
• Why?
• How?
• When?
Slide 20
Maintain guest accounts
Slide 21
Pre-arrival
ArrivalAccount creation
OccupancyAccount
maintenance
DepartureAccount
settlement
Maintain guest accounts
Posting charges and payments to guest accounts:
Guest accounting system:
• Debit
• Credit
Responsibility:
• Revenue centres
• Front office
Slide 22
Maintain guest accounts
Posting charges to guest accounts:
Charges:
• Accommodation
• Revenue centres
• Other charges
Source documentation
Posted by front office or individual departments
Slide 23
Maintain guest accounts
Posting payments to guest accounts:
Payments:
• During occupancy
• Reasons
Source documentation
Responsibility
Procedures
Slide 24
Maintain guest accounts
Activity
Slide 25
Transaction Source document Process method Debit or credit
Maintain guest accounts
Limits on house accounts:
What is a limit?
Why do accommodation venues have limits:
• What are debtors?
• Debtor control
House limits:
• What are debtors?
• Debtor control
Slide 26
Maintain guest accounts
Limits on house accounts:
House limits:
• Company credit
• Credit card companies
• In-house guest limits
Floor limits:
• Credit card companies
Slide 27
Maintain guest accounts
Filing supporting documentation:
Represents revenue
Sort and distribute appropriately
System
Time frame
Organizational policies and procedures
Slide 28
Maintain guest accounts
Reconciling the guest account:
What is a reconciliation?
Why do you reconcile the guest account?
Who performs the reconciliation?
Source documentation:
• Department reports
• Front office reports
Slide 29
Maintain guest accounts
What do you do if the totals do not agree?
Check calculations for computation errors
Ensure that all reports are included
If the guest account total is lower than the departments total:
• Charges or payments were not posted to the guest account or an incorrect amount was posted
If the guest account total is higher than the departments total:
• Charges or payments were not posted to the individual department or an incorrect amount was posted
Source documents Slide 31
Maintain guest accountsReconciliation adjustments:
Update missing charges or payments to guest accounts
Advise individual departments of changes to charges or payments
Final task after adjustments
Slide 32
Guest accounts Individual departments
Maintain guest accounts
Activity
Design a flowchart explaining the reconciliation process
Pass the flowchart to another student and perform the reconciliation provided using their flowchart. Did it work? Suggest any improvements
Slide 33
Maintain guest accounts
Refunds
What is a refund?
How is a refund calculated?
Who is responsible?
Who is paid?
Documentation to complete
Slide 34
Maintain guest accounts
Night audit functions:
What is the night audit?
What does the night auditor do?
How can you help?
Slide 35
Maintain guest accounts
Prepare account for payment:
Departure report:
• Room number
• Guest name
Missing charges and payments
Source documentation
Guest account balance
Slide 36
Finalize guest accounts
Slide 37
ArrivalAccount creation
DepartureAccount
settlement
The guest accounting
cycle
Pre-arrival
OccupancyAccount
maintenance
Finalize guest accountsPrepare guest account for payment:
Finalizing charges and payments:
• Departure report
• Notification from revenue centres
• Posting charges and payments before check out
Presenting the account to the guest:
• Source documents included
• Manage queries
Slide 38
Finalize guest accounts
Explain charges as required:
Some of the queries guests may raise:
• Accommodation charges
• Charge for goods and services not used
• Incorrect charge for goods and services
Corrections and adjustments
Reprint guest account
Slide 39
Finalize guest accounts
Accept payment from guest:
Payment methods:
• Notes and coins
• Credit cards
• Cheques
• Vouchers
• Foreign currency
• Company/group charges
• No payment!
Slide 40
Finalize guest accountsProcess finalized guest account:
Record payment:
• Balance of guest account is zero
Related activities:
• Filing
• System reports
Slide 41
Finalize guest accounts
Late charges:
What are they and why do they occur?
Pre-authorization:
• Individual account
• Company account
No authorization
Slide 42