Floor Limit or High Balance Guest in hotels
A high balance report is made on a daily basis after the completion of the Night audit / End of day process which states all the guest accounts whose totals are near to or in excess of the credit limit of the hotel.
Any guests who had exceeded this floor limit is captured on the report 'High Balance Guest'.
Based on this list the night auditor or front desk agent responsible for night shift prepares a letter and also print and attach the folio. This set is send to the front office manager for his review.
The Front Office Manager will assume responsibility for these accounts for required follow-up action. All room accounts listed must be thoroughly checked for method of payment and booking correspondence.
The Front office manager will then sign the letter and send a copy of the guest room requesting him to make a partial settlement or make a deposit in the reception so that they can extend the credit facilities to the guest.
If an approved credit card voucher or pre-authorization is already taken and the charges do not exceed the current balance plus the remaining number of nights room and tax, then no further action is necessary. When a reservation folio exceeds this amount, the card authorization center must be contacted and a new pre-authorization to be taken.
Determine the average daily charges incurred by the guest and the number of days remaining until scheduled checkout. This amount, plus the current balance on the room folio must be authorized through the credit card. The authorization code and amount is then entered on to the appropriate field on property management system (PMS).
In the case for any clarification regarding current credit limit or validity of a AR ( Accounts receivables) billing, then the same to be reconfirmed with the accounts/credit department.
If the above conditions are not met for customers with credit facility, then the guest must be contacted for immediate payment of the account.
A detailed report about the action taken on each account listed on high balance report must be remarked on the same report and a copy of the report must be forwarded to the General Manager, Finacial Controller, Director of Sales and Resident Manager.