Departure, Billing and Sensitive Situations at the Front Office
Check-out and farewell, bill queries, room moves, guest security, relocation to another hotel and the intoxicated guest.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on the guest's departure and on the situations the front office handles outside the routine. It covers checking folios before departures, collecting luggage, check-out and the farewell at the car, and a disputed charge checked against the original voucher. It also covers moving a guest to another room during the stay, guest security in public areas and in the room, relocating a guest to a partner hotel when the confirmed room is not available, and the intoxicated guest.
The outcome
Check-out closes with a bill already checked and a goodbye by name at the car. Sensitive situations (a disputed charge, a room move, a night in another hotel, an intoxicated guest) are handled with discretion and decided by whoever holds the authority.
Targeted Groups
This programme is designed for:
- Front desk agents
- Bell attendants and doormen
- Duty managers and front office managers
- Night auditors
- Security staff
- Housekeeping staff, for room moves
Course Objectives
By the end of the programme, participants will be able to:
- Check every folio before departure and settle check-out with the bill ready
- Collect luggage within the time promised and say goodbye by name until the car leaves
- Handle a disputed charge away from the queue, with the original voucher in front of the guest
- Decide within one's own limit and call the duty manager above it
- Move a guest to another room with nothing lost, the belongings packed by two members of staff
- Open an in-room safe only after an identity check and with two members of staff present
- Relocate a guest to a partner hotel with the room, the car and the return already arranged
- Look after an intoxicated guest with discretion, stopping alcohol service in every bar and restaurant of the hotel
Targeted Competencies
Participants will develop the following competencies:
- Folio checks before departure
- Check-out and farewell
- Bill queries
- Decisions within one's own limit
- Room moves
- Guest security and safe opening
- Relocation to a partner hotel
- The intoxicated guest
Unit 01
Departure
- Folios checked before the morning, and missing charges chased
- The guest's onward journey: taxi, car from the valet, luggage time
- Check-out with the bill ready, sent by email
- One open question about the stay, and a goodbye by name at the car
Unit 02
The disputed charge
- Hearing the whole question and stepping away from the queue
- The original voucher checked before any reply
- Charge or pre-authorisation: the difference explained plainly
- A decision within one's limit, and the cause corrected at source
Unit 03
The room move
- A room that removes the reason for the move, inspected first
- Belongings packed by two people, and the safe emptied by the guest
- Everything set back as it stood in the new room
- The PMS updated, new keys cut and the old room checked again
Unit 04
Security and relocation
- Regular rounds, and no unattended bags in the lobby
- The safe opened after an ID check, with two members of staff present
- Relocation: the partner hotel booked before the guest is told
- The return, with the guest welcomed by the manager who gave the news
Unit 05
The intoxicated guest
- Recognising the signs from what can be seen
- No more alcohol: not at the bar, in the restaurant or in the room
- A quiet word, water and a calm seat
- The escort to the room, safety and a written report the same shift
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €275 per person
This is the starting price. The final one depends on how many people we train, the time it takes and what your hotel needs.