Incidental Charges
Incidental charges are extra costs that hotel guests may incur during their stay beyond the basic room rate. These can include things like room service, mini-bar items, spa services, restaurant bills, or parking fees. In the hospitality industry, managing these charges is an important part of the guest billing process. Staff need to properly track, authorize, and process these additional expenses, often working with credit card pre-authorizations to ensure payment coverage.
Examples in Resumes
Managed Incidental Charges and billing reconciliation for a 500-room luxury hotel
Developed new procedures for handling Incidental Charge authorization, reducing billing disputes by 40%
Trained front desk staff on proper Incidentals processing and documentation
Typical job title: "Hotel Front Desk Agents"
Also try searching for:
Where to Find Hotel Front Desk Agents
Professional Organizations
Job Boards
Example Interview Questions
Senior Level Questions
Q: How would you handle a situation where a guest disputes multiple incidental charges on their bill?
Expected Answer: A senior staff member should explain their process for investigating the charges, checking documentation, working with different departments to verify charges, and their approach to resolving the situation while maintaining good customer relations.
Q: What systems have you implemented to prevent incidental charge disputes?
Expected Answer: Should discuss implementing clear communication procedures, proper documentation methods, training programs for staff, and effective pre-authorization policies.
Mid Level Questions
Q: How do you determine appropriate pre-authorization amounts for incidental charges?
Expected Answer: Should explain factors like length of stay, type of room, hotel amenities, and typical guest spending patterns that influence pre-authorization amounts.
Q: Explain your process for handling incidental charges during group bookings.
Expected Answer: Should discuss managing multiple room charges, coordinating with event planning, handling master billing, and ensuring proper charge allocation.
Junior Level Questions
Q: What are common types of incidental charges in hotels?
Expected Answer: Should be able to list common charges like room service, mini-bar, parking, spa services, and explain basic procedures for processing them.
Q: How do you explain incidental holds to guests at check-in?
Expected Answer: Should demonstrate ability to clearly communicate the purpose of pre-authorization holds, amount, and when the hold will be released.
Experience Level Indicators
Junior (0-1 years)
- Basic understanding of hotel billing systems
- Processing basic incidental charges
- Customer service skills
- Understanding pre-authorization procedures
Mid (2-4 years)
- Handling complex billing situations
- Training others on charge procedures
- Managing guest disputes
- Coordinating with multiple departments
Senior (5+ years)
- Developing billing policies
- Managing large group accounts
- Implementing new payment systems
- Financial reporting and analysis
Red Flags to Watch For
- No experience with hotel property management systems
- Poor understanding of credit card authorization processes
- Lack of customer service experience
- No knowledge of basic accounting principles
- Unable to handle guest complaints professionally
Related Terms
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