Front Office

Guest Check-out Procedure

To close a stay with a correct final bill, recover hotel property, and release the room to housekeeping without delay.

Scope

Applies to every departure, including express check-out and group departures.

Front Office Associate processes the departure. Duty Manager approves any charge removal.

Property management system, card payment terminal, printer, minibar and late charge reports.

Greet the guest and confirm the room number and name from their key folder, not by asking across the desk.
Check for outstanding charges posted after the last audit, including restaurant, minibar and telephone.
Present the folio and walk the guest through it line by line if the total is above the quoted rate.
Resolve any disputed line before taking payment. Removing a charge requires Duty Manager approval and a reason recorded in the PMS.
Settle the balance and release the incidental authorisation. Confirm the release to the guest.
Issue the invoice by email, and print only if the guest asks.
Recover the key card and any borrowed hotel property.
Ask whether the stay met expectations and record any comment in the guest profile.
Complete the departure in the PMS immediately so the room shows as vacant dirty.
Offer luggage storage or transport assistance before the guest leaves the desk.

Never discuss a folio total within earshot of other guests. Card details are never written down.

Departure completed within three minutes. Room released to housekeeping within five minutes of the guest leaving.

Escalate to the Duty Manager for any disputed charge, refund request or declined settlement.

Procedures are issued to a property, acknowledged by the staff it applies to, and re-issued when they change.