Late Checkout Process and Procedure for Fort Office
The late checkout process in hotel front office can often be a source of confusion for guests. While some guests may assume that a late checkout is automatically included in their reservation, others may not be aware of the option at all. As a result, it’s important for hotel staff to be clear and transparent when communicating the late checkout policy to guests.
One of the best ways to ensure that guests are aware of the late checkout process is to include information about it on the hotel’s website, in confirmation emails, and in guest information packets. This information should include the time by which a guest must request a late checkout, any fees associated with the service, and any restrictions on availability.
When a guest does request a late checkout, the front desk staff should make sure to confirm the time and any associated fees with the guest. They should also note the request in the hotel’s system to ensure that housekeeping staff are aware of the change in schedule. In some cases, the hotel may need to bring in additional staff to accommodate late checkouts, so it’s important to plan ahead and make arrangements as needed.
Late Checkout Process In Hotel Front Office
Late checkouts are those guests who have not vacated the room even after the hotel’s normal checkout time. Eg: 1200 hrs checkout time.
It depends upon the management policy that late checkout requests will be accommodated at no charge or all late checkouts will be charged with an additional late checkout fee.
Example of Late checkout fee calculation:
- Checkout between 12:01 hrs to 14:00 hrs – 15 % of room rate.
- Checkout between 14:01 hrs to 16:00 hrs – 20 % of room rate.
- Checkout between 16:01 hrs to 18:00 hrs – 50 % of room rate.
- Checkout between 18:01 hrs to 00:00 hrs – Full room rate.
- At the time of the guest registration process front desk staff usually specify that there is an additional charge for checkout after the established hour.
- But normally when possible, the Front desk should try to accommodate late checkout requests at no charge. (As per the management policy).
- At 12:00 hrs (hotel standard checkout time) daily, the duty manager should print the list of all due-out guests lists.
- A follow-up call should be made to the guest room or to the guest booker (in case the guest is not reachable) and reconfirm the departure time.
- The duty manager should enter appropriate remarks on the system along with the new expected time of departure.
- If the guest requests a late checkout then:
- Check the hotel position and reconfirm back to the guest if this request for late checkout can be accommodated (without/without additional charge).
- If you are unable to accommodate a late checkout request, then necessary arrangements should be made for storage of guest luggage and also suggest to guests about other hotel facilities Eg: SPA, Swimming pool, etc.
- Once the late checkout request is approved by the front desk, the receptionist must enter the new time of departure into the reservation record of the hotel software.
- An appropriate Remark or Traces should be also put in so that the managers or other front desk staff know that a late checkout has been approved for this guest while performing the follow-up call.
- Notify the Housekeeping department of the actual expected checkout time.
- When the guest does check out of the room, Housekeeping should be notified immediately, so the room can be made up as soon as possible.
- The latest a guest may check out without additional charge is 18:00hrs. After this time, the full rate must apply, as housekeeping cannot normally make these rooms up in time to resell them.
- In case of any guest disputes, then the Front Office Manager will have the discretion of granting late checkouts under exceptional circumstances.
Overall, the late checkout process can be a great way to enhance the guest experience and provide added convenience. By communicating the policy clearly and executing it smoothly, hotels can ensure that guests are satisfied and more likely to return in the future.