Tips for resolving Declined Credit Card / Check issues in Front Office

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 hotels'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.

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