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Prepare customer accounts and deal with departures

URN: PPL2FOH4
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about maintaining customer accounts by 
entering charges and adjustments onto the account. It also covers dealing with departing customers by completing the relevant documentation and procedures, and recording customer comments.

This standard is for members of staff that have responsibility for checking out customers. The customer experience starts when they arrive and finishes when they leave. The final part is as important as the start even if their stay has been outstanding in all other areas. 
Customers expect the account to be accurate and the whole procedure to be as smooth and efficient as possible.

When you have completed this standard, you will be able to demonstrate your understanding of and your ability to:

  • Prepare customer accounts and deal with departures

Performance criteria

You must be able to:

1. Enter charges regularly and accurately against customer accounts in the account system 2. Record any account adjustments accurately against customer accounts 3. File and store account documents correctly at all times 4. Complete customer accounts for the customer 5. Follow organisational confidentiality procedures when dealing customers' accounts 6. Greet and deal with customers in a polite, welcoming and efficient way 7. Prepare documents and other necessary items before the customer departs 8. Present the account to the customer for confirmation 9. Check customer account details and request payment as required 10. Complete documentation and deal with it using the correct account or booking system 11. Complete all other organisational procedures for customer departures 12. Record customer comments, complaints and suggestions and feed them back to the appropriate person or department 13. Promote establishment services and facilities as appropriate 14. Offer to deal with and organise any future booking requirements 15. Wish the customer a pleasant onward journey in a way that projects a positive and polite image once all the departure procedures have been completed

Knowledge and Understanding

You need to know and understand:

1. Your organisation's standards for customer care and why it is important to follow these 2. Basic relevant legal requirements relating to preparing and maintaining customer  accounts 3. Your organisation's procedures for customer accounts and why it is important to follow these 4. Why customer accounts must be updated regularly with charges and adjustments 5. Why it is important to give accurate information to   customers 6. Why customer accounts must be secured from unauthorised access 7. The types of problems that may occur with  customer accounts and how to deal with these correctly 8. Basic relevant legal requirements relating to accommodation, goods and services for  sale 9. Safe and hygienic working practices when dealing with the departure of customers 10. Your organisation's procedures for customer departures 11. Why complaints, comments and suggestions should be recorded and fed back to the appropriate person / department 12. Why details of any extra charges should be available to the customer 13. The types of problems that may occur with  customer departures and how to deal with these correctly 14. Opportunities to promote the organisation when the customer is leaving

Scope/range

1. Account or booking systems
1.1 computerised
1.2 manual
1.3 online

2. Account adjustments
2.1 charges
2.2 allowances / discounts
2.3 refunds
2.4 deposits / pre-payments
2.5 transfers

3. Customer accounts
3.1 those where part payment is required
3.2 those where full payment is required
3.3 those where the account does not require immediate settlement

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

28 Feb 2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL2FOH4

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

prepare, customer, accounts, deal, departures