Front Office Operations Guide 1152 Front Office Guest

Front Office Operations Guide, 1152 Front Office Guest Credit A. The Purpose of This Policy The purpose of this policy is to describe our front-office credit policies so that they are clearly communicated to our guests, there are no misunderstandings with our guests and the Hotel does not suffer from financial losses. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit B. Establishing Credit at Check-in All guests must establish their method of payment upon check-in by one of the five ways listed below: v Use of an approved, verified credit card. v Direct billing to an approved account. v Prepayment by approved check, travelers’ checks or cash in advance for the duration of the stay. v Discretionary credit (requires the approval of the manager-onduty or general manager). v A current (non-expired) Hotel gift certificate signed by the general manager (for partial payment). Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit B. Establishing Credit at Check-in (cont. ) Include the manager-on-duty in any decision to refuse occupancy to someone based on an inability to meet our credit policy. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit C. Payment by Credit Card Payment by credit card is the most common method of payment we receive. We accept seven major cards: v American Express and Optima® v Visa® v Master. Card® v Carte Blanche® Image from Microsoft v Discover® Office online, Feb. 2011 v Diners Club® v JCB® Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit C. Payment by Credit Card (cont. ) Verify that credit cards are valid by using the EDC (electronic data capture) terminal at the front desk at check-in. See the procedure "Electronic Data Capture" in this Guide. We do not accept credit-card numbers given by telephone or facsimile as payment at check-in. The owner of the credit card must be present and sign for the transaction or fax his or her authorization in writing. When you receive an authorization for use of a credit card by fax or letter, bring it to the attention of the manager-on-duty. Also See Policy 1154, Accepting Credit Cards. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit D. Payment by Direct Billing If a guest wishes to bill his or her charges to an account, check the Approved Credit List to determine if a direct-bill account has been established. If so, have the guest sign the printed folio to indicate that the charges are correct, and give him or her a copy of the folio. If the guest's company does not have direct-billing privileges, explain it to the guest and notify the manager-on-duty to assist. If the company name is not on the Approved Credit List, call your supervisor or the manager-on-duty to discuss the matter with the guest. Handle credit procedures discreetly and courteously. Handle guest credit problems privately, away from other guests. If you do not know if a guest has direct-billing arrangements for incidental charges, check the front-office computer. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit E. Prepayment by Cash, Check or Travelers’ Check See the policy, Prepaying Guests. F. Payment by Gift Certificate Hotel gift certificates are acceptable as a method of establishing partial credit if all of the following are true: v The gift certificate is an original, not a photocopy or facsimile. v The gift certificate is current (has not expired), v The gift certificate has been signed by the general manager. v The amount of the gift certificate is greater than the expected charges. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1152 Front Office Guest Credit F. Payment by Gift Certificate (cont. ) A guest using a gift certificate may only establish credit for the goods and services listed on the gift certificate (usually just the room charge). The guest must establish credit for the possible charges not included on the gift certificate, such as telephone charges. See the related policy Gift Certificates and Complimentary Room Certificates from the Sales Administration Guide. End GUEST SERVICES GUIDE © Marin Management, Inc.

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