How To Handle Cash advance Request From Hotel Guests

Introduction: Will you be ready to pay someone in advance when you have not availed the facility or service and what will you expect if you pay advance money to someone? You must ensure that guest has a good experience as far as billing is concerned.

It is an important procedure at the front desk and it is our duty that any guest making any monetary transaction should get the receipt and the transaction is handled professionally way.

1) Cross-check the name & room no.

“ May I confirm that’s Mr. David Bochum #498”

2) Count the cash.

Count each note properly. There is the possibility that two/ three notes are stuck together. Be careful as it is guest money that you are dealing with.

3) Recount the cash again.

Recount the cash to be sure that you have counted it right.

4) Make an entry on the system.

Open the cashiering screen on the PMS and post this cash advance against the correct reservation.

5) Hand over the receipt. Bid farewell.

Print and Neatly fold the receipt, and put it in an envelope. With the guest as applicable. E.g. “Have a pleasant stay/evening”

Training Summary questions:

Q1. How do I cross-check the name & room no of the guest?

Q2. What care should be taken while counting the cash?

Q3. Why do I recount the cash?

Q4. How to print a receipt?

Q5. How to close the conversation with the guest?

SOP Number: Front Office SOP - 12 

Department: Front Office - General

Date Issued: DATE THE DOCUMENT WAS CREATED

Time to Train: 30 Minutes