Tips for resolving Declined Credit Card / Check issues in Front Office
When a Credit Card is Declined by the EDC machine:
Discuss the matter with the guest in private.
User Care when describing the guest's unauthorized transaction ( Eg: Do not say that he guest credit card is Bad or Worthless).
Offer the use of telephone to help resolve the matter with the credit card company.
Allow the guest a chance to provide alternate, acceptable means of payment.
Explain the hotels's Check cashing policy politely to the guest.
Remain Friendly and co-operative.
Discuss alternative methods of payment to the guest.
If local banks are open , direct the guest to the nearby branch, or extend the use of a telephone.