商贸饭店前台收银标准操作程序cashiersop.docx

商贸饭店前台收银标准操作程序cashiersop.docx

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商贸饭店前台收银标准操作程序cashiersop

商贸饭店-前台收银标准操作程序cashiersop

标准工作程序

FRONTDESKCASHIER

前台收银

FRONTDESK

STANDARDOPERATINGPROCEDURES

TaskNo.Description

CA01Cashpay-outprocedure现金付出程序

CA02CheckoutGoldenCircleLSGFolio’s贵宾金环会长住客人结算

CA03Checkoutguestwithbankcheque使用银行支票结账

CA04Checkoutguestwithcash结账时使用现金

CA05Checkoutguestwithcityledger结账时挂账

CA06Checkoutguestwithcreditcard结账时使用信用卡

CA07Checkoutguestwithdepositrefund结账时退还现金

CA08Checkoutguestwithtransferring结账时转账

CA09Checkoutguestwithtravelercheque结账时使用旅行支票

CA10Computerdown-timeprocedure电脑系统无法使用时结账程序

CA11Correctionprocedure修改帐项程序

CA12Creditcardacceptanceprocedure信用卡收取程序

CA13CreditCardlatecharge信用卡追帐

CA14Groupcheckoutprocedure团队结账程序

CA15GuaranteeNoShowBillingProcedure担保预定未到的账务处理

CA16Prepareforgroupcheckout为团队结账做预备

CA17Prepareforlongstayingguestcheckout为常住客预备结账

CA18Rebateprocedure费用扣减程序

CA19Shiftendprocedure收银员关帐程序

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA01

TASK:

Cashpaid-out

现金付出程序（Page1of2）

EQUIPMENTREQUIRED:

Operaworkstation

WHATTODO

HOWTODO

WHY

1.AskguestorGSAtoconfirmthepaid-outitem..

现金付出缘故

2.InquireguestroomNoornameforconfirmtheguestisourin-houseguestorregisteredguest.

询咨询房号

3.Getapproval.

取得批准

4.Requesttheguestto

presentthecreditardorthecardnumberwhichreceivedbyGSA.

出示信用卡

AskguestorGSAtoconfirmwhichpaid-outitemtheyneed.

a.Refundofdeposit.

b.Disbursement:

Includemainlyconciergerelated

itemssuchaspostage,courierand

transportationchargesaswellas

cashadvancebackedupbycredit-

cards.

RegisteredGuest.

询咨询客人或职员现金付出的缘故

a.押金退款

b.支付款项

包括礼宾部有关的项目，如邮寄

费，特快专递费，租车费等

Iftheguestaskforcashadvancefromcreditcardorforpostageandpurchasesairticket.Shouldverifyiftheguestisourin-houseguestorregisteredguest.

询咨询房号，确认是否为登记的住店客人

Allpaid-outvouchersmustbeapprovedbySM,FOMandsignedbyguest.LimitedtoRMB2000perindividualguest.AboveRMB2000,mustgetapprovefromFC

.

所有现金付出必须得到前厅部经理（人民币2000内），人民币2000以上必须得到财务总监或总经理同意。

同时客人必须在现金付出单上签字

ComparethespecimensignatureonthecardwiththesignatureontheRegistrationcard.

对比信用卡背面的签名样式是否和登记卡上的签名一致

遵循酒店财务政策

遵循酒店财务政策

Followtheaccountingpolicy

遵循酒店财务政策

Ensuretheguestisthecardholder.

确保客人为持卡人

PREPAREDBY:

JOANYANG

APPROVEDBY:

MRJAMESXI

DESIGNATION:

FOM

SIGNATURE/DATE

DESIGNATION:

GM

SIGNATURE/DATE

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA01

TASK:

Cashpaid-out

现金付出程序（Page2of2）

EQUIPMENTREQUIRED:

Fiddleworkstation

WHATTODO

HOWTODO

WHY

5.Preparepaid–out

voucherandMisc.quickform..

现金付出单和杂项单

6.Getcreditcard

approvalcodefromEDCmachine

信用卡授权

7.Postingthecharges

andpaymenttoguestfoliooronepermanentfolio.

入账

8.CountthemoneytotheguestandbidfarewellwiththeguestorgivethecashtoGSAwhohandlethepaidout

清点现金给客人或有关职员

9.Printoutbill

folio.

打印帐单

10.Filematerials

整理资料

Fillinthepaid-outvoucherandasktheguesttosignonit.Thenusepaidoutformquickformtoadd2.75%commissionforcashadvanceandpurchaseofair-ticket.

预备现金付出单和填写杂项单以收取3%的手续费。

UseEDCmachinetogettheapprovalcode.Thetotalamountshouldbecashadvanceadd3%servicecharge.

ExpectGoldenCirclemembercanbewaived3%commissionwithinRmb2000.00perstay.

使用EDC系统或的信用卡授权，总额为现金付出额加3%手续费。

UsePaid-OutcodetopostingtheamountofcashadvanceandMisc.codefor4%commissionthensettleit.Thebalancemustbezero.

在系统中入账，现金付出额账目，手续费账目和信用卡帐目，最后余额必须为零。

Carefullybutefficiencycountmoneyandgiveittotheguestonebyone

fordoublecheck.Thenbidfarewellguest.

清点现金给客人或有关职员，与客人道别。

Printoutbillfoliosattachwithcredit-cardslipsubmittoaccounting

打印帐单并随付信用卡单送交财务部。

Filingallbillfolio.

整理所有有关账单资料

Followtheaccountingpolicy

遵循酒店财务政策

Followtheaccountingpolicy

遵循酒店财务政策

遵循酒店财务政策

遵循酒店财务政策

Followtheaccountingpolicy

遵循酒店财务政策

Foraccountingchecking.

备财务部检查

PREPAREDBY:

JOANYANG

APPROVEDBY:

MRJAMESXI

DESIGNATION:

FOM

SIGNATURE/DATE

DESIGNATION:

GM

SIGNATURE/DATE

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA02

TASK:

CheckingOutGCLSGFolio’s

贵宾金环长住客人结算（Page1of1）

EQUIPMENTREQUIRED:

Fiddleworkstation

WHATTODO

HOWTODO

WHY

1.Creatingasharerordummyfolio.

建立分享或假房账单

2.AdjustmentsonGuestFolio.

调整账单

3.Settlementandtransferoffolios.

结算转帐

4.Checkoutofsharefolio.

将分享帐退房。

Creatingasharerdummyfolio.EnsurethattheRateCodeisNoRate.Checkinthereservation.

建立分享或假房账单。

确保没有价格，再将其办理入住。

按照酒店和客人之间的合同，给客人打折或冲减。

按照不同消费项目，分别放在1，2，3，4窗口中。

TransferallsettleditemtoSharefolio.

Thefoliocanbecityledgeroffdirectlyattheendofeachmonthorinaccordancetocontractsigned.

将调整好的帐目转入分享帐单。

当每月的月底运用都市挂账将帐目转入财务部或按照所签合同的要求处理。

Uponmakingsettlement,thesharerfolioistobecheckedoutofthesysteminordertocleanoffpaymentswhichhavebeenmade.

在电脑中将调整好的帐目，办理退房。

Prepareforadjustguestfolio.

为调整客人账务做预备。

Deliverbenefitforguestaccordingtocontract.Separatewindowallowsforclearerdata.

按照合同，给客人提供优待。

将账目分别放在不同窗口，确保账目清晰。

FollowtheContractbenefitpolicy

遵循合同优待

遵循酒店财务政策

遵循酒店财务政策

PREPAREDBY:

JOANYANG

APPROVEDBY:

MRJAMESXI

DESIGNATION:

FOM

SIGNATURE/DATE

DESIGNATION:

GM

SIGNATURE/DATE

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA03

TASK:

checkoutguestwithbankcheque

使用银行支票结账（Page1of3）

EQUIPMENTREQUIRED:

Operaworkstation/Printer

WHATTODO

HOWTODO

WHY

1.Greetingguest.

咨询候

2.Inquireguestroomnumber.

询咨询房号

3.Collectguestroomkey.

收取钥匙

4.Inquireguestifthereisanylatechargeintheroom.

询咨询客人是否有额外消费

5.Printoutbillfolio.

打印账单

6.Withdrawguestregistrationcardfrombucket.

取出登记卡

7.Confirmbalancewithguestandinviteguesttosignthebill.

客人签字

8.Confirmpaymentwithguest.

确认付账方式

Initiatetogreetguestwithsmile

“Nihao.Sir/Madam.MayIhelpyou?

”Keepbodystraightupandeyecontact.

咨询候客人

Ifguestclaimtocheckout,say:

“Sir/Madam,mayIhaveyourroomnumber.”

客人要求退房时，询咨询房号

礼貌收取钥匙

Doyouhaveanyadditionalchargeinyourroomtoday?

”Ifguestuseminibar,writewhatguesthasusedonMinibarlistandpostthechargeincomputer.

Alsowecanasktheguest:

”Mr./Ms,haveyoubookedthelimousineservicetotheairport?

”

Ifyesdoublecheckorposttoguestaccount.

询咨询客人是否有额外消费，如酒水和订车。

Printoutbillfolioforguestreviewbysaying:

“Mr./Ms,XXhereisyourfoliomayIreviewyouraccountwithyou?

"

打印账单给客人检查

Drawoutguestregistrationcardfromguestbucketreadyforguestchecking.

取出登记卡为结账做预备

Confirmbalancewithguest,ifbalanceisadebitamountsay:

“RMB3450,AmIright?

And

mayIhaveyoursignaturehere?

”

确认账目没咨询题，请客人签字

Indicatedonregistercarduponguestcheckin.）

礼貌与客人确认付账方式是否与入住是一致

Initiatetogreetguesttoshowourcourtesyandsinceritytobereadytoserveguestatfirsttimeandeverytime.

表现我们的真诚，礼貌的服务

Togetaccurateguestinformationsoastoprovidepreciseservice.

得到准确信息

循环再用，节约成本

幸免客人离店后追帐

Letguesthaveachecktoavoidanydispute.Respectguestright,delightguestwithourhonestyandfriendlyservice.

客人检查账单幸免今后对账目发生疑咨询

Respectguestdecisionright,letguestfeelourhumilityandselfesteem.

尊重客人

PREPAREDBY:

JOANYANG

APPROVEDBY:

MRJAMESXI

DESIGNATION;FOM

SIGNATURE/DATE

DESIGNATION:

GM

SIGNATURE/DATE

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA03

TASK:

CheckOutGuestwithBankCheque

使用银行支票结账（Page2of3）

EQUIPMENTREQUIRED:

Guestbucket/Operaworkstation

WHATTODO

HOWTODO

WHY

9.Collectthechequefromtheguestandcheck.

收取支票，检查

Personalcheque,OverseaschequeandOverseascompanychequearenotacceptable.Theguest‘scompanychequemustbestrictlyadheretofollowingprocedure:

个人支票，海外支票不同意。

公司支票必须严格按以下项目核查才可同意：

b.Chequeshouldnotbedatedveryearlyaschequearegenerallyvalidfortendaysonly.

d.Ensurethatthechequebearthreetypeofstampsfromthecompany

-TheCompanynamestamp

-ThefinanceDept.stamp

-Theauthorizedpersonstamp

e.Thechequeshouldbewritteninblackinkusingfeltpen

f.Ifthereisalimitindicatedonthecheque,ensurethatexpensearewithinthatlimit.Anyamountinexcessofthelimitmustbepaidbycashorvalidcreditcard.

g.Thefollowinginformationshouldbewrittendownatthebackofthechequebetterinpencil:

-GuestnameIDcardNo.

在昆山必须有所发公司支票的银行；公司支票发出日期不可太早，因为支票有效期为发出日期十日内；支票收款方为昆山商贸饭店或空白；支票须有公司印章，法人章，财务章；支票需用黑色签字笔书写；注意支票的限用金额是否足够付清酒店帐项；支票背书包括-

客人姓名，证件号码，公司电话和地址。

幸免空头支票，爱护酒店利益。

PREPAREDBY:

JOANYANG

APPROVEDBY:

MRJAMESXI

DESIGNATION:

FOM

SIGNATURE/DATE

DESIGNATION:

GM

SIGNATURE/DATE

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA03

TASK:

checkoutguestwithbankcheque

使用银行支票结账（Page3of3）

EQUIPMENTREQUIRED:

Fiddleworkstation

WHATTODO

HOWTODO

WHY

10.Postchequepaymentincomputerthencheckitout.

入账

11.Printonebillfoliowithzerobalanceforguestreview.

成零账单

12.Checkifguestneedanyelsehelp.

提供额外关心

13.Alertbellmentobereadytoserveguest.

提醒行李员服务客人

14.Bidfarewellwithguest.

送别

12.Filematerials.

整理资料

在系统中入账退房。

Printoutonebillfoliowithzerobalanceforguestreview.

打印成零账单给客人复查

Confirmwithguestifthey