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