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Check-out Process

Check-out Process

What happens when you leave a hotel?

The check-out process is how a guest finalises their stay at a hotel. This includes confirming that the guest has left, paying any remaining bills, collecting the room keys or turning off digital access, and updating the room's status in the Property Management System (PMS).

How it relates to running a hotel

Check-out is the point at which the guest's stay comes to an end. It also prepares the room for the next guest. The front desk staff will check the folio, process payments, and address any billing questions.

The PMS automatically changes the room status from “occupied” to “dirty” or “to clean,” which triggers housekeeping tasks. A streamlined check-out makes guests more satisfied.

Digital and express check-out

Many hotels now allow guests to check out using their phone or computer. Guests can review their bills and pay using the app, the kiosk, or an email link. This saves time, reduces queues at reception, and lets staff focus on helping guests with departures.

The most important thing to know is

A smooth check-out can make a good stay even better. It affects reviews written by guests after they have left, guest loyalty, and how well staff perform during busy times.

How to manage check-out effectively:

• Send the customer a preview of their bill the night before they leave.
• Offer customers the option to pay using either cash or a digital payment method like a bank card.
• Make sure that the payment and invoice are correct.
• Let people know about any help available with transport or luggage.
• Update the PMS as soon as the guest has left.

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Related articles:
FAQ
How do you check out of a hotel?
Why is the check-out process important for operations?
What systems connect with the check-out process?
Can guests check out without going to the front desk?
What happens if a guest forgets to check out?
How can hotels speed up the check-out process?

Other Key Terms

PAX (Hotel Term Meaning “Per Person”)

In the hotel industry, “PAX” is short for “per person” or “number of guests.” It is used to show how many people are included in a booking, rate, or service. For example, if it says “Rate: €150 PAX,” it indicates a rate of €150 per person. In hotel systems, PAX is used to work out how many rooms are booked, what the prices are, and how to arrange resources between departments.

Front Desk

The front desk is where guests and staff meet. It handles check-ins and check-outs, reservations, payments, and guest queries. It is often called the reception and serves as the point where all the different parts of the hotel work together.

Pre-Arrival Communication

Pre-arrival communication is all the messages between a hotel and its guests that happen after a booking is made but before check-in. This includes emails, messages, and calls. These confirm details, share useful information, and set expectations for the stay.

Check-in Process

The check-in process is the procedure a hotel follows to register guests upon arrival. It confirms the guest's reservation, collects their identification and payment details, assigns a room, and issues a room key or digital access code.