STANDARD OPERATING PROCEDURE

Express Check Out

DEPARTMENT : Rooms Division

SECTION : Guest Service Agent

Procedure:

 Prepare the guest’s bill in advance if requested.

 Checkout must never take longer than 10 minutes.

 If you are unable to attend to a guest immediately,

acknowledge him/her by making eye contact and smiling.

 Welcome guests by establishing eye contact and smiling “Good

morning/afternoon/evening, sir/madam” and Wai.

 Ask the guests if they have had their luggage brought down
and ask for the room key.

 After collected guest’s room key then return a cash deposit-

to guest or credit into the guest account if preferred by
guest.

 Turn the bill so that it is facing the guest when you present it.

 If the guest requests any explanations, provide further details

clearly and in a friendly manner (with receipts if necessary).

 Never argue with a guest. Always call for one of your

supervisors, if there is a dispute in the billing.

 Reconfirm the method of payment and use it (if a credit card

is used, check that the imprint corresponds to the guest’s
card).

 Hand over the bill personally, in an envelope, together with the

guest’s credit card (if used).

NORA Beach Resort & Spa

  Inquire the guest if an airport tax must be paid.

 Thank the guest for staying at NORA Beach Resort & Spa and
wish him/her a pleasant journey by using his/her name: Thank
you for staying with us Mr./Mrs… I hope we will have the
pleasure of seeing you again at Nora Beach Resort & Spa and
“Wai”

NORA Beach Resort & Spa