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.

When a Guest Personal check in not accepted:

• Explain the hotel’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.

Hospitality Guide(For All Department information)
 www.hospitalityguidebd.blogspot.com