洲际酒店前台收银标准程序-精品.doc

洲际酒店前台收银标准程序-精品.doc

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STANDARDOPERATIONPROCEDURES

标准工作程序

FRONTDESKCASHIER

前台收银

FRONTDESKGUESTSERVICEASSOCIATE

STANDARDOPERATINGPROCEDURES

TaskNo. Description

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

SHANGRI-LAHOTEL，SHENZHEN

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:

SIGNATURE/DATE

DESINATION:

SIGNATURE/DATE

SHANGRI-LAHOTEL，SHENZHEN

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:

SIGNATURE/DATE

DESINATION:

SIGNATURE/DATE

SHANGRI-LAHOTEL，SHENZHEN

STANDARDOPERATIONPROCEDURE

DEPARTMENT:

FrontOffice

JOBTITLE:

GuestServiceAssociate

TASKNO:

FD-CA.1（Page3of5）

TASK:

Checkoutguestwithcreditcard

结帐时使用信用卡

EQUIPMENTREQUIRED:

Fidelioworkstation/Billfolio/Ca