GUEST’S ACCOUNTS FOR

ACCURACY CHECKING
AND PRESENTING AND
PAYMENT PROCESS.
LESSON 1
 CHECKING AND PRESENTING GUEST'S ACCOUNT FOR
ACCURACY

After serving the food the next thing to do is to settle the bill of the guest. You may
follow the steps below:

1. Check and sanitize the guest's account. It is the responsibility of a room attendant
to ensure accuracy of the account. Always check the details. The account of the
guest must be checked in the kitchen before delivering the tray or trolley. An
account docket or bill includes the following details:

 Room number
 Registered guest name
 Delivery date and time
 List of orders and cost
 Surcharges
 Total cost
Aside from the details mentioned, a room service attendant should also
check the following before presenting the account to the guest.

 The guest is only charged for what has been delivered.

 Items and services tagged as "free of charge are not included in the
computation of the total cost.

 Correct prices have been used in the account.

 All extra items that must be charged to the guest are correctly inputted
into the bill.

 Ensure that the guest's name corresponds to the room number.

 However, there are times that the account needs to be adjusted. For example,
the guest's wine preference was unavailable so the attendant sent a replacement that
was already included in the account. Yet, the guests did not like the replacement
wine. The attendant must deduct the cost of the wine to the total amount in the
account. Once verified correct and necessary adjustments had been made, the docket
must be signed by the guests.

2. Present the bill folder that contains the bill and control sheet to guest. Presenting
the account should occur once the order has been delivered and presented. You must
remain polite and courteous. You may use any of the following statements:

"Ma'am/Sir, please sign the docket for confirmation"

"Atty. Santos, here is your bill. May I request you to sign for confirmation?”

Offer a pen and ask the guest to sign as a confirmation of delivery. Do not forget to
thank guests after signing the docket.
3. Do not forget to confirm the mode of payment. A guest may pay in cash
credit card or charge to the room account.

Normally, guest would prefer to pay the total cost by adding the amount
to his or her room account. In this event, the guest must also confirm the
room number in the bill and confirm charge to room account. Meanwhile,
correct documentation is necessary if the guest opted to pay using a credit
card.

If the guest pays in cash , check if the amount given covered the total cost
of the order if the amount given requires a change, you may give him or her
change provided you carry with you a cash float. Otherwise, you may advise
the guest that you will return the change the next time you deliver orders. Do
not forget to thank the guest especially if the guest instructs you to keep the
change.
4. Ask the guest regarding the time you should be back to clean the
soiled dishes. You may say, "Ma'am/Sir, what time do you prefer to
have your soiled dishes picked up?“

5. Thank the guest and say farewell. Be sure to leave the room quietly.
You may say, "Thank you for patronizing room service. Enjoy your
meal Ma'am/Sir. Have a nice day”.

It is important to note that the bill must be thoroughly checked

prior to presenting to the guest. Never forget to ask the guest sign the
bill for proof of delivery. Maintain courtesy when presenting the bill
and leaving the room.