星级酒店前台收银标准工作程序.docx
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星级酒店前台收银标准工作程序
前台收银标准工作程序
01Checkoutaguestwithcreditcard结账时使用信用卡
02Checkoutaguestwithdepositrefund结账时退还押金
03Checkoutaguestwithtransferring结账时转账
04Checkoutaguestwithforeigncurrency结账时使用外币
05Checkoutaguestwithcash结账时使用现金
06Checkoutaguestwithcityledger结账时挂账
07Checkoutaguest（P/Banotherinhsegst）住店客人为另一住店客人付账
08Checkoutaguest（Group）为团队结账
09Checkoutaguest（LongStaying）为长住客结账
10Computerdown-timeprocedure电脑系统无法使用时结账程序
11Checkoutaguest（Latecharge）信用卡追帐
12Rebateprocedure费用扣减程序
13Correctionprocedure修改账目程序
14Foreignexchange（Cash）兑换外币（现金）
15Foreignexchange（Travelerscheck）兑换外币（旅行支票）
16Cashadvance现金付出程序
17Shiftendprocedure收银员关帐程序
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.1（Page1of5）
TASK:
Checkoutguestwithcreditcard
结帐时使用信用卡
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
1.Greetandwelcomeguest,offerhelp
问候
2.Inquireguestroomnumberandcollectguestroomkey
询问房号
3.Checksatisfactionofguest’sstaywithgust
4.InquireforMiniBarusage
询问客人是否有额外消费
5.Printoutbillfolio
打印账单确认账目
Initiatetogreetguestwithsmile:
“Nihao,Sir/Madam,MayIhelpyou.”
问候客人“您好，请问有什么能帮到您吗？
”
Politelyaskforroomnumberifguestrequesttocheckoutbysaying:
“MayIhaveyourroomnumber,please.”
客人要求退房时，礼貌询问客人房号
“Howwasyourstay,Mr./Mrs.XX”
Politelyaskforroomkeybysaying:
“Mr./Ms.XX.MayIhaveyourroomkey,please?
”
Ifguestnokeyholdingit,releasetheguest.Thenaskguestiftherewasanyadditionalchargeandifso,addtotheguestfolio.Bysaying:
”Mr./MsXXdoyouhaveanyminibarchargetodayorhavebookedlimousineservicetotheairport?
”
询问客人是否有额外的酒水或订车消费。
Printoutguestfolioforguestreviewbysaying:
Mr./Ms.Hereisyourbillfolio,wouldyoupleasecheckit?
打印出帐单让客人检查:
XX先生这是您的帐单请过目.”
Sinceritytobereadytoserveguestatfirsttimeandeverytime.
表现我们的真诚，礼貌的服务。
Getaccurateguestinformationcanguaranteepreciseservice.
得到准确信息
Savecost.Careabouthotelexpense.Showourcareaboutguest.
Toeliminateanylatechargesafterguestdeparture.
避免客人离店后追帐。
Avoidanydisputetoshowourprofessionalservice.
Regardguestdecision.
Domorefortheguest.
客人检查账单避免今后对账目发生疑问
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SM
SIGNATURE/DATE
DESINATION:
DOR
SIGNATURE/DATE
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.1（Page2of5）
TASK:
Checkoutguestwithcreditcard
结帐时使用信用卡
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
6.WithdrawguestregistrationcardfromRCbag
取出登记卡
7.Releasesafetydepositboxiftheguesthasaskedforthisservice.
退还保险箱
8.Confirmbalancewithguestandobtainguest’screditcard
结账方式
Withdrawguestregistrationcardswithcreditcardvoucher..
取出登记卡为结账作准备
Seethecheckoutmessage.
IftheC/Omessageisshowing:
“SD#123”thatindicatethatguesthassafetydepositboxwithus.
Bysaying:
“Mr./Ms.XX.Haveyouclosedyoursafetyboxwithus?
”
查看系统中退房留言，提醒客人退还保险箱
Ifguestdon’tclosesafedepositbox,kindlyinviteguesttofilloneAccessApplicationformandmeetyouinsafetydepositboxroomtoclosethebox.
按照退还保险箱程序，帮客人退还保险箱。
Checkwithguestifheispayingwiththesamecreditcardwhichhasgivenuponcheckinornot.（Copyvoucherattachedtoregistration
card.）.Bysaying:
“Wouldyouliketousethesamecreditcardornot?
”
确认是否使用入住时所压信用卡结账
Toremindguesttoreleasethebox.Alertguestnottoforgetiteminhotelafterdeparture.
提醒客人离店时不要忘记取走所有物品
Putguestatfirstposition;nevermakedecisioninsteadofguest.
尊重客人，不要替客人做决定
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SM
SIGNATURE/DATE
DESINATION:
DOR
SIGNATURE/DATE
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.1（Page3of5）
TASK:
Checkoutguestwithcreditcard
结帐时使用信用卡
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
9.Askguesttosigninthecreditcardslipandsettleitintosystem.
结账
Ifyes,checkifapprovalamountofcreditcardisenoughamountstocoverguestconsumption.Ifnot,refertoEDCmachine,useauthorizationfunctiontogetapprovalamount.Ifyes,refertoEDCmachinetouseOFF-LINEfunctiontosettlebillwithapproval.
如使用同一信用卡，检查授权是否足够。
如果不够，使用EDC系统要足够授权。
如果授权足够，使用EDC系统作离线交易。
Ifchangetoanothercreditcard,collectcardandcheckitsvaliddatetoseeifitisexpireandfollowEDCmachineprocedure.
Thepreviouscreditcardapproval
codeshouldbecanceledbyfaxto
theBank.
如改为另一信用卡，首先检查信用卡，再根据EDC系统使用步骤结账。
入住时所压信用卡授权根据相应步骤取消。
Askguesttosignonthecreditcardslip.Afterguestsignontheslip,checkthesignaturetoseeifit’smatchwithspecimenornot.Ifnot,askguesttosignagain,ifit’sstillcannotmatch,refertoServiceManager.
Ensurecreditcardisuseful.
Careaboutguestbenefitand
FollowtheBankpolicy.
确保信用卡有效。
Ensurethecreditcardisbelongtoguest.Careabouthotelbenefit.
确保更换的信用卡属于此客人
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SM
SIGNATURE/DATE
DESINATION:
DOR
SIGNATURE/DATE
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.1（Page4of5）
TASK:
Checkoutguestwithcreditcard
结帐时使用信用卡
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
10.Printoutonebillfoliowithzerobalance.
打印总额为零账单
11.IssueChineseofficialinvoice
给客人发票
12.CheckIfguestneedtransportationarrangement
与客人确认是否需要订车。
请客人在信用卡单上签字，核对卡单和信用卡背面签名样式是否一致。
如登记单签名与信用卡签名样式不符，请客人再签和登记单相同的签名。
如不符，通知服务经理。
Postcreditchargeintocomputertomakebalancetozeroandcheckoutroomincomputer.
使用相应信用卡在系统中入账使总额成零，在系统中退房。
Printoutonebillfoliowithzerobalanceforguestreview,say:
“Mr./Ms.XX.Hereisyourupdatedbillfolioforyourdoublechecking.”
给客人打印总额为零的账单
ReturncreditcardtoguestaswellascustomercopyofcreditcardandfirstcopyofbillfolioandChineseinvoicetoguest.Usetwohandspassaboveitemstoguest.
给客人账单和信用卡卡单
Politelyaskifguestneedanytransportationarrangement.Forexampleyoucanasktheguestbysaying:
“wouldyouneedtobookacarforyou?
与客人确认是否需要订车，“请问您需要订车吗？
”
Ensureallchargehasbeensettledincomputer.
确保在系统中退房
Forguestreference.
客人今后参考
Anticipateguestrequestshowoursincerelywelcometoguest.
预见客人需要，关心客人
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SM
SIGNATURE/DATE
DESINATION:
DOR
SIGNATURE/DATE
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.1（Page5of5）
TASK:
Checkoutguestwithcreditcard
结帐时使用信用卡
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
13.Checkifguestneedtomakenextvisitbookingornot
与客人确认是否需要预订下次的房间。
14.Askbellboytoassistguesttogetatransportation
让行李生帮客人叫车
15.BidFarewell
欢送客人
16.Fileallmaterials.
整理资料
Forexampleyoucanasktheguestbysaying:
“Doyouneedtobookaroomforyournextvisit?
”
“请问您需要我们帮您预订下次入住的房间吗？
”
“Thiswayplease.”
“您这边请。
”
Endcheckingoutbysaying;
“Thankyouforstayingwithus.Mr./Mrs.Wewishseeingyouagain.Haveapleasanttrip.
在最后跟客人说“感谢您选择香格里拉，XX先生/小姐，期待能再次为您服务，祝您旅途愉快！
”
Fileguestregistrationcard,voucher,billfolioetc.well.
将所有资料整理归类。
Lastimpressionislastingimpression.Asianhospitalityisourkeyprincipletoserveguest.
给客人留下良好的最后影响
Anticipateguestrequesttoshowourgenuineandconsistentservice.
预见客人需要，关心客人
Alltherematerialswillbepassedtofinancialdepartmentforchecking.
所有资料将交财务部
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SM
SIGNATURE/DATE
DESINATION:
DOR
SIGNATURE/DATE
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.2（Page1of5）
TASK:
Checkoutguestwithdepositrefund
结帐时退还押金
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
1.Greetingandwelcomeguest,offerhelp
问候
2.Inquireguestroomnumberandcollectguestroomkey
询问房号
3.Checksatisfactionofguest’sstaywithgust
询问客人满意度
4.InquireforMiniBarusage
询问客人是否有酒水消费
Initiatetogreetguestwithsmile:
NiHao,Sir/Madam,MayIhelpyou?
微笑着问候客人:
“您好，先生我能帮您什么吗？
“
Ifguestwantstocheckout,say:
Sir/Madam,MayIhaveyourroomnumber?
如果客人要求结帐离店,说:
先生，请问您的房间号?
Politelycollectguestroomkeyforrecycling.
有礼貌地问客人回收钥匙.
“Howwasyourstay,Mr./Mrs.XX
“XX先生/小姐，请问您住得愉快吗？
”
Politelyaskguest:
Mr./Ms.xx
Doyouuseyourminibarinyourroomtoday?
Ifyes,postthechargeincomputer.
有礼貌地询问客人:
XX先生，今天您用过MINIBAR吗？
如果用过,将消费输入电脑。
Initiatetogreetguesttoshowourcourtesyandsinceritytobereadytoserveguestateachandeverytime.
礼貌地，真挚地问候客人表现出我们随时准备为客人提供优质服务
Togetaccurateguestinformationanditcanhelpustoprovidepreciseservice.
知道了客人的准确信息以便提
供准确的服务.
Savecostcareabouthotelexpense.
为酒店控制成本与花费.
Avoidanylatechargeafterguestdeparture,useourpolitelymannertoshowourcourtesyandrespecttoguest.Demonstrateourhonestyonguest.
避免客人走后产生一些漏帐错
帐同时用礼貌的态度表现出我们对他的诚挚与尊敬.以表明我们对客人的真诚.
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SM
SIGNATURE/DATE
DESINATION:
DOR
SIGNATURE/DATE
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.2（Page2of5）
TASK:
Checkoutguestwithdepositrefund
结帐时退还押金
EQUIPMENTREQUIRED:
Fideliowo
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