Front office

services 2
ncii
John Joseph T. Amiler
 Core 7
PROVIDE
CASHIERING
SERVICES
1 Guest Folio
Guest folio
• contains all financial transactions of both cash and credit
made by each guests during their stay.

• The guest folio provides a detailed breakdown of the

guest's expenses and serves as a record of their stay.

• It is also used to settle the final bill and process payment

upon check-out.
Guest folio
A guest folio can be open or close:

• if open, you can post charges and payments from guests,

companies and non-residents to the folio (hotel bill).

• The folio is opened with zero initial balance

• When closing folios, you can make these guest accounts

invoices and no more charges can be added to them.

• At the time of check-out, the folio balance must return to

zero on settlement of payment .
transaction
• an instance of buying or selling something; a business
deal.

• refers to any individual interaction or exchange between

the guest and the hotel staff or system that involves a
business-related activity or service.

• These transactions can encompass a wide range of

activities within the hospitality industry, including check-
ins, check-outs, hotel facilities, payments, and providing
various services such as room service.
 Importance of Guest Folio
Transaction Record
• The guest folio serves as a detailed record of all
transactions related to the guest's stay.

• This includes room charges, food and beverage

expenses, additional services, and any other
purchases made during the stay.
 Importance of Guest Folio

Billing and Payment

• It is a primary tool for billing purposes, providing an
itemized breakdown of charges incurred by the
guest.

• This helps in ensuring accuracy in billing and

provides transparency to guests about the costs
associated with their stay.
 Importance of Guest Folio

Check-Out Process
• During the check-out process, the guest folio is
reviewed to settle any outstanding payments.

• It facilitates a smooth and efficient check-out

experience for both the guest and the hotel staff.
 Importance of Guest Folio

Dispute Resolution
• In case of any discrepancies or disputes regarding
charges, the guest folio serves as a reference point
for resolving issues.

• It provides a clear account of all transactions,

helping to address any concerns raised by the
guest.
 Importance of Guest Folio

Operational Efficiency
• From the hotel's perspective, maintaining accurate
and organized guest folios is essential for efficient
financial management and reporting.

• It aids in tracking revenue, managing accounts,

and evaluating the financial performance of the
establishment.
2
Parts of a
guest folio
 Parts of a Guest Folio
Guest Information
• The essential details about the guest, including their
name, contact information, arrival and departure
dates, and room details.

• Full name of the guest(s)

• Contact information (address, phone number, email)
• Arrival and departure dates
• Room number or type of accommodation
 Parts of a Guest Folio
Registration Details
• Information recorded during check-in, such as the
date and time of arrival, payment method, and any
special requests.

• Date and time of check-in

 Parts of a Guest Folio
Charges
• The accumulated costs incurred by the guest during
their stay, encompassing room rates, additional
amenities, taxes, and other related expenses.

• Room charge
• Room upgrade or additional amenities
• Charges for any additional services or facilities
• Taxes, fees, and/or penalties (e.g., late check-out fees)
 Parts of a Guest Folio
Payments
• The financial transactions associated with the guest's
stay, including payments made and any adjustments
or credits applied to the account.

• Details of payments made by the guest

• Any credits or adjustments
 Parts of a Guest Folio
Outstanding Balance

• Any remaining balance owed by the guest at the time

of check-out

Check-Out Details

• Date and time of check-out

 Parts of a Guest Folio
Signatures
• Acknowledgments in written form, typically by the
guest and hotel staff, confirming the accuracy of
charges and the completion of the check-out process.

• Signature line for the guest to acknowledge the

accuracy of the charges and the settlement of the bill
• Signature line for the hotel staff to confirm the check-
out process
 Parts of a Guest Folio
Terms and Conditions
• The established rules and regulations governing the
guest's stay, including policies related to check-in/out
times, cancellations, and other important guidelines.

• Important terms and conditions related to the guest's

stay, including cancellation policies and other info.
3
Preparing
guest folio
 Preparing Guest Folio
1. Guest Check-In

• Obtain and verify the guest's full name, contact

information, and method of payment.
• Confirm the arrival and departure dates and assign a
room number or type.
 Preparing Guest Folio
2. Registration Process

• Record the guest's information in the hotel

management system.
• Capture the check-in date and time.
• Note any special requests or preferences made by the
guest.
 Preparing Guest Folio
3. Room Charges

• Input the daily room rate into the system.

• Add any charges for room upgrades or additional
amenities requested by the guest.
• Include taxes and fees associated with the room.
• Record charges for additional services or facilities used
by the guest (e.g., room service, minibar, spa services).
• Note any fees or penalties, such as late check-out
fees.
 Preparing Guest Folio
4. Payments and Credits

• Enter details of payments made by the guest, including

cash, credit card, or other payment methods.
• Record any credits or adjustments applied to the
guest's account.
 Preparing Guest Folio
5. Outstanding Balances:

• Calculate and display any remaining balance owed

by the guest at the time of check-out.
• Ensure that the outstanding balance is clearly
communicated to the guest.
 Preparing Guest Folio
6. Check-Out Process

• During the check-out process, review the guest folio

with the guest to confirm the accuracy of charges.
• Finalize any remaining payments and settle the bill.
• Update the check-out date and time in the hotel
management system.
 Preparing Guest Folio
7. Generate the Guest Folio

• Provide the guest with a printed or digital copy of the

finalized folio, ensuring it is presented in a clear and
organized format.
 Preparing Guest Folio
8. Signatures

• A signature line is provided for the guest to

acknowledge the accuracy of the charges and the
settlement of the bill.
• Include a signature line for the hotel staff to confirm
the check-out process.
 Preparing Guest Folio
9. File and Retain Records

• File a copy of the guest folio for the hotel's records.

• Retain the folio for the designated period, as per hotel
policies and regulatory requirements.
4
Types of
folio
Guest folio
• Assigned to charge for individual guests.

• It is created for each guest as soon as the first financial

transaction take place between the hotel and the guest.

• Generally created at the time of registration or

reservation.
master folio
• Assigned to charge for more than one person. (group
accounts, organization)

• Contains the financial details of all the guests staying in

the hotel in a group, organization, or company, etc.
master folio
• Assigned to charge for more than one person. (group
accounts, organization)

• Contains the financial details of all the guests staying in

the hotel in a group, organization, or company, etc.
split folio
• Assigned to guest on his/her request to split his/her
charges and payments between two personal folios

• One to record expenses to be paid by the sponsoring

business company and the other to record personal
expenses to be paid by the guest.
Non-guest folio
• Assigned to non-resident guest.

• Also called as “city folio”

• A hotel folio that contains records of a walk-in customer

that is non-staying and non-guest with transactions
between the hotel like renting the hotel amenities such as
pools.
Employee folio
• Assigned to hotel employee.

• Created and maintained for employees to whom the

hotel has permitted credit facilities.

• The amount is later collected or deducted from their

salaries as per hotel’s policy.
5
Folio
postings
Folio posting
• Refers to the process of recording and updating financial
transactions related to a guest's stay.

• Involves adding charges for services such as room rates,

food and beverage expenses, telephone calls, and any
other additional services requested by the guest.

• Throughout the guest's stay, various transactions are

posted to the folio in real-time or periodically, reflecting
the accumulating charges.
 Basic Types of Postings

Debit
• used to record an increase in the guest's account
balance due to charges or expenses incurred
during their stay.
 Basic Types of Postings

Debit
• Room Charges: Charges related to the guest's
accommodation, such as room rates and any
additional services requested, like room service or
in-room movies.

• Food and Beverage Charges: Charges incurred at

on-site restaurants, bars, or for in-room dining.
 Basic Types of Postings

Debit
• Telephone Charges: Charges associated with
outgoing calls made from the guest's room or other
telecommunication services.

• Miscellaneous Charges: Any other incidental

charges, such as spa services, laundry, or business
center usage.
 Basic Types of Postings

Debit
• Taxes and Fees: Applicable taxes and additional
fees associated with the stay.
 Basic Types of Postings

Credit
• This represents payments made by the guest,
which decrease the overall balance or amount
owed.

• Used to record a decrease in the guest's account

balance, typically due to payments made by the
guest or any applicable credits or discounts.
 Basic Types of Postings

Credit
• Payments: Can include the settlement of the entire
bill at check-out or partial payments made during
the stay.

• Reservation Fee: This fee is often a partial payment

in advance and is credited to the guest's account.
• This amount is credited to their account and is
deducted from the total charges during their stay.
 Basic Types of Postings

Credit
• Deposits: Hotels may request a deposit from guests
to cover potential additional charges or to secure
the room.
• The deposit is credited to the guest's account and
is often refunded or applied to the final bill at
check-out.
 Basic Types of Postings

Credit
• Discounts: such as promotional offers, loyalty
program benefits, or adjustments, are recorded as
credit entries. These entries reduce the total
amount owed by the guest.
 Sample Exercises

1. Guest orders food and beverage for in-room dining.

 Sample Exercises

1. Guest orders food and beverage for in-room dining.

DEBIT
 Sample Exercises

2. Guest settles the bill for spa services received during

their stay.
 Sample Exercises

2. Guest settles the bill for spa services received during

their stay.

CREDIT
 Sample Exercises

3. Guest checks out earlier than expected, and the

hotel issues a refund for the unused nights.
 Sample Exercises

3. Guest checks out earlier than expected, and the

hotel issues a refund for the unused nights.

CREDIT
 Sample Exercises

4. Guest utilizes hotel laundry services, incurring charges.

 Sample Exercises

4. Guest utilizes hotel laundry services, incurring charges.

DEBIT
 Sample Exercises

5. Guest uses valet parking services, and the

corresponding charge is applied.
 Sample Exercises

5. Guest uses valet parking services, and the

corresponding charge is applied.

DEBIT
activity
THANK YOU