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Hotels' Gift to Travelers May Be Billing Errors In The Guest's Favor

When you check out of the hotel after your getaway, there may just be an unexpected gift waiting for you.

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When you check out of the hotel after your getaway, there may just be an unexpected gift waiting for you. There's a nearly 50 percent chance your hotel bill is wrong. And if it is, the errors are most likely in your favor, not the hotel's. What's more, in the past two years, the hotel industry has become less efficient at tracking miscellaneous room charges.

Incorrect billing for in-room movies, postage, fax charges and other miscellaneous small costs occur about 46 percent of the time, according to a recent study by Richey International, a hospitality industry performance-rating firm located in Jacksonville, FL, and New Castle Hotels, a Shelton, CT-based hotel management and ownership company. In 1997, Richey and New Castle surveyed the same areas and found at the time that hotel bills were wrong just 27 percent of the time.

According to the current survey, phone charges are wrong almost 7 percent of the time, mini-bar charges 27 percent of the time, and food and beverage costs - such as the breakfast you charge to your room just before you check out - were incorrect on 20 percent of the hotel bills surveyed.

"Clearly, when it comes to maximizing efficiency and profits at checkout

time, attention to detail is vital," says Gerald P. Chase, executive vice president and chief operating officer of New Castle Hotels. "Mini-bar, movies and postage charges may amount to a few dollars on individual bills, but they can add up to a substantial loss for the whole industry."

While some check-out time errors may benefit the hotels, the overwhelming majority, some 85 to 95 percent, are in the guest's favor, says Stephen P. Stearns, senior vice president of Richey International. Richey representatives posing as guests surveyed nearly 400 hotels ranging from five-diamond facilities to roadside properties.

The onus for the incorrect bills falls largely on cashiers who often fail to observe basic check-out etiquette, such as telling guests to "come again." Of the front desk staffs sampled by in-field researchers, a whopping 75 percent did not invite guests to visit again or inquire about their satisfaction with their stay at the hotel.

Other areas in which hotels continue to fall short:

- 86 percent checked out guests without determining if they had actually

vacated the room yet. This is up from 82 percent in the 1997 study.

- 80 percent did not offer guests assistance with luggage, the same

percentage as in 1997.

- 68 percent neglected to acknowledge guests waiting on line, a 5 percent increase over 1997.

- 72 percent did not address the guest by name during check out, a leap of 11 percent since the 1997 study.

- 38 percent failed to say "Thank you," the same percentage as two years ago.

"Perhaps the most important lesson this information can teach us is that an emphasis on service and hospitality is paramount throughout a guest's stay," Chase adds. "Maintaining a high standard of service from the time the guest checks in until he or she walks out the door is really an investment in the future for any property. It's that final impression that will be the lasting one, and a good final impression helps ensure the guests will keep coming back."

"The dramatic increase in overall billing errors and more moderate percentage increases in specific areas are certainly points the industry at large may want to re-examine," says Stearns. "Most properties have in place the point-of-sale technology that should help reduce such errors. this may mean some are not taking full advantage of the technology or they are overlooking how the technology can help improve the human aspects of hospitality."

Courtesy of Article Resource Association, www.aracopy.com, e-mail: info@aracopy.com

###

Editor's Note: For more information, contact Evelyn Hall, McShane Associates Inc. (908) 236-6677.

Image 1: Gerald P. Chase, Chief Operating Officer and Executive Vice President, New Castle Hotels, Shelton, CT.

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