D. Credit line/direct billing
NB: Refer to control of credit-Reservations for initial billing procedures.
1) Each guest account to be charged to a company or travel agent must have a written authorization.
2) All charge back requests for guests checking-in must be established at the time of reservation and followed up at the time of check-in. the written charge back authorization must be verified upon arrival to ensure that the guest makes payment for charges not being accepted by the billing travel agent or company.
3) Ensure that when the written authorization has been received by the hotel, the information in the comments field is updated and that charge details are correct.
At the time of updating the folio, the GSA will retrieve the written authorization from the "RES FILE" and check that the A/R number and name is in the guest's folio and name is in the guest's folio and that the payment instructions on the written authorization are the same as in the folio.
4) The written authorization must then be attached to the back of the guest's registration card.
5) Front office manager/Asst. Front office manager /night manager must review all written authorizations (Voucher/letter) against information in opera PMS on a daily basis.
6) On check-out, reconcile the guest's account with the charge back authorization and check-out with balance. (All folios should reflect a zero balance).
If the guest claims charge back (City Ledger) on check-in with on Authorization letter /voucher /booking Order:
7) Take an alternative method of payment and advise the guest that the hotel will follow up on the request. Try to procure a name and contact number.
8) Call the company or travel agent and have a copy of the written authorization faxed. Advise the guest that the request is confirmed.
9)If the request is made after hours, advise the front office manager/assistant manager and leave a trace in the system to follow up next morning. However, the charge back request must be confirmed by the company before the guest checks out, otherwise an alternative method of payment must be used for charging.
10) The unbilled accounts of guests currently in the hotel (Guest Ledger accounts) ARE THE RESPONSIBILITY OF THE FRONT DESK STAFF. THE UNBILLED ACCOUNTS MUST BE PAID UPON
departure and is not allowed to be transferred to PM rooms. In the case of unbilled accounts not paid upon departure, it is the responsibility of the front office manager or sales manager who has approved this to follow up for the outstanding to be paid within 14 days. if not received by then, the front office and sales staff involved may be held liable to absorb the unpaid amount.
Head of accounting department must monitor the pm room on a daily basis and report to general manager on any exceptions. As the issue of PM rooms seems to be ongoing, this policy recommends that the matter also be included in the hotel's Quality improvement plan and to be monitored by the Quality assurance manager.