Cashiering Procedures
happens when the cash in the drawer exceeds the amount based on recorded transactions in the system during the shift.
Overage
a process of auditing, a control procedure, and a regular financial inspection to ensure the accuracy of guest and non-guest accounts.
Night audit (end-of-day close)
details the cashier’s transactions, including cash and credit card payments, adjustments, and discrepancies.
cashier report
the last point of contact for guests with a hotel. At this stage, guests settle their bills and are ready to depart.
Checkout
another process of refund; however, this is only applicable for credit or debit cards.
Chargeback
when the cash on hand equals the amount of transactions recorded in the system in a shift.
common in the front office, where numbers are reversed while entering
Switch errors
includes all guests expected to check in on the current day, including their names, reservation details, and special requests or preferences.
arrival list
when the guest leaves the hotel before the standard checkout time, normally 12:00 noon. This occurs due to changes in travel plans, emergencies, or dissatisfaction with the hotel.
Early checkout
form given to the guest to fill in, all comments should be noted and passed along to the concerned departments.
customer feedback forms
transaction is performed when guests wish to have a separate account even though they share the same room
split
Steps in night auditing where the night auditor counts the total cash received, including coins, bills, and checks, places them in a deposit bag, and prepares a cash deposit voucher detailing the total amount of cash and checks to be deposited as part of the night audit process.
Deposit cash
summarizes guests scheduled to check out on the current day, including their names, room numbers, final charges, and payment details.
departure list
refers to guests staying in their room, usually for a few hours, beyond the hotel’s standard checkout time, usually 2:00 P.M. This can be requested for reasons such as late flights or meetings.
Late checkout
The room status must be tagged as checked out. This update in the hotel's system notifies other departments of the completion of guest checkout.
Updating room status.
when an individual in a group reservation pays for all or certain charges in other folios, which are then transferred to their account before bill settlement.
transfer
Step in night auditing where all processes are performed, the data for the last working date will be closed and frozen, and a new working date will then begin.
Create a new day
provides an overview of the hotel’s operations, highlighting financial performance, including the summary of room revenue generated, room occupancy, and the forecast for the next day’s business activities.
manager’s report
a guest who did not drop by the front desk for check-out to avoid paying their incurred charges.
skipper
It allows the front office to recognize returning guests (even if the staff has changed) and anticipate their needs and wants.
Saving guest history records
TRUE OR FALSE
At the end of the shift, the front desk officer closes their account by generating the shift report (an outline of the activities and transactions within the shift) and turning over any pending issues and unresolved transactions to ensure continuity and smooth operation.
TRUE
The night auditor completes a room revenue and counts report. The report shows the rack rates and selling prices of rooms.
Verify room rates
lists all guests currently staying at the hotel, including their names, room numbers, check-in and expected checkout dates, and any special requests or preferences.
guest in-house report
may happen due to a variety of reasons, such as billing errors or product/service dissatisfaction.
Refunds
System used for hotel operations.
PMS