商贸饭店前台收银标准操作程序cashiersop.docx

1、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FRONT DESK CASHIER前台收银FRONT DESK STANDARD OPERATING PROCEDURESTask No. DescriptionCA01 Cash pay-out procedure 现金付出程序CA02 Check out Golden Circle LSG Folios 贵宾金环会长住客人结算CA03 Check out guest with bank cheque 使用银行支票结账CA04 Check out guest with cash 结

2、账时使用现金CA05 Check out guest with city ledger 结账时挂账CA06 Check out guest with credit card 结账时使用信用卡CA07 Check out guest with deposit refund 结账时退还现金CA08 Check out guest with transferring 结账时转账CA09 Check out guest with traveler cheque 结账时使用旅行支票CA10 Computer down-time procedure 电脑系统无法使用时结账程序CA11 Correction

3、 procedure 修改帐项程序CA12 Credit card acceptance procedure 信用卡收取程序CA13 Credit Card late charge 信用卡追帐CA14 Group check out procedure 团队结账程序CA15 Guarantee No Show Billing Procedure 担保预定未到的账务处理CA16 Prepare for group check out 为团队结账做预备CA17 Prepare for long staying guest check out 为常住客预备结账CA18 Rebate procedur

4、e 费用扣减程序CA19 Shift end procedure 收银员关帐程序 DEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO : FD-CA 01TASK : Cash paid-out 现金付出程序( Page 1 of 2 )EQUIPMENT REQUIRED: Opera work stationWHAT TO DOHOW TO DOWHY1. Ask guest or GSA to confirm the paid-out item. .现金付出缘故 2. Inquire guest room N

5、o or name for confirm the guest is our in-house guest or registered guest.询咨询房号3. Get approval.取得批准4. Request the guest topresent the credit ard or the card number which received by GSA. 出示信用卡Ask guest or GSA to confirm which paid-out item they need.a. Refund of deposit.b. Disbursement :Include main

6、ly concierge related items such as postage, courier andtransportation charges as well as cash advance backed up by credit- cards.Registered Guest.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 If the guest ask for cash advance from credit card or for postage and purchases air ticket. Should

7、 verify if the guest is our in-house guest or registered guest.询咨询房号，确认是否为登记的住店客人All paid-out vouchers must be approved by SM, FOM and signed by guest. Limited to RMB 2000 per individual guest. Above RMB 2000, must get approve from FC.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

8、Compare the specimen signature on the card with the signature on the Registration card.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Follow the accounting policy遵循酒店财务政策Ensure the guest is the card holder.确保客人为持卡人PREPARED BY: JOAN YANGAPPROVED BY: MR JAMES XIDESIGNATION:FOMSIGNATURE/DATEDESIGNATION:GMSIGN

9、ATURE/DATEDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO : FD-CA 01TASK : Cash paid-out 现金付出程序( Page 2 of 2 )EQUIPMENT REQUIRED: Fiddle work stationWHAT TO DOHOW TO DOWHY5. Prepare paid out voucher and Misc. quick form.现金付出单和杂项单6. Get credit cardapproval code from EDC machine信用卡授权

10、7. Posting the charges and payment to guest folio or one permanent folio.入账8. Count the money to the guest and bid farewell with the guest or give the cash to GSA who handle the paid out清点现金给客人或有关职员9. Print out bill folio.打印帐单10. File materials整理资料 Fill in the paid-out voucher and ask the guest to s

11、ign on it. Then use paid out form quick form to add 2.75% commission for cash advance and purchase of air-ticket.预备现金付出单和填写杂项单以收取3%的手续费。Use EDC machine to get the approval code. The total amount should be cash advance add 3% service charge.Expect Golden Circle member can be waived 3% commission with

12、in Rmb2000.00 per stay.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。Use Paid-Out code to posting the amount of cash advance and Misc. code for 4% commission then settle it. The balance must be zero.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。Carefully but efficiency count money and give it to the guest one by onefor doubl

13、e check. Then bid farewell guest.清点现金给客人或有关职员，与客人道别。Print out bill folios attach with credit-card slip submit to accounting 打印帐单并随付信用卡单送交财务部。Filing all bill folio.整理所有有关账单资料 Follow the accounting policy遵循酒店财务政策Follow the accounting policy遵循酒店财务政策遵循酒店财务政策遵循酒店财务政策Follow the accounting policy遵循酒店财务政策Fo

14、r accounting checking.备财务部检查PREPARED BY: JOAN YANGAPPROVED BY: MR JAMES XIDESIGNATION:FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATE DEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO : FD-CA 02TASK :Checking Out GC LSG Folios 贵宾金环长住客人结算( Page1 of 1 )EQUIPMENT REQUIRED: Fiddle work st

15、ationWHAT TO DOHOW TO DOWHY1. Creating a sharer or dummy folio.建立分享或假房账单 2. Adjustments on Guest Folio.调整账单3 .Settlement and transfer of folios.结算转帐4. Check out of share folio.将分享帐退房。Creating a sharer dummy folio. Ensure that the Rate Code is No Rate. Check in the reservation .建立分享或假房账单。确保没有价格，再将其办理

16、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。Transfer all settled item to Share folio. The folio can be city ledger off directly at the end of each month or in accordance to contract signed.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。Upon making settlement, the sharer folio is to be checked o

17、ut of the system in order to clean off payments which have been made.在电脑中将调整好的帐目，办理退房。Prepare for adjust guest folio.为调整客人账务做预备。Deliver benefit for guest according to contract. Separate window allows for clearer data.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。Follow the Contract benefit policy遵循合同优待遵循酒店财务政策遵循酒

18、店财务政策PREPARED BY: JOAN YANGAPPROVED BY: MR JAMES XIDESIGNATION:FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATE DEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO : FD-CA 03TASK : check out guest with bank cheque 使用银行支票结账(Page 1 of 3)EQUIPMENT REQUIRED: Opera work station/Printer WHAT T

19、O DOHOW TO DOWHY1. Greeting guest.咨询候2. Inquire guest room number.询咨询房号3. Collect guest room key.收取钥匙4. Inquire guest if there is any late charge in the room.询咨询客人是否有额外消费5. Print out bill folio.打印账单6. Withdraw guest registration card from bucket.取出登记卡7. Confirm balance with guest and invite guest to

20、 sign the bill.客人签字8. Confirm payment with guest.确认付账方式Initiate to greet guest with smile“Ni hao. Sir/Madam. May I help you?” Keep body straight up and eye contact.咨询候客人If guest claim to check out, say:“Sir/Madam, may I have your room number.”客人要求退房时，询咨询房号礼貌收取钥匙Do you have any additional charge in y

21、our room today?” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. Also we can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?” If yes double check or post to guest account.询咨询客人是否有额外消费，如酒水和订车。Print out bill folio for gue

22、st review by saying:“Mr./Ms, XX here is your folio may I review your account with you?打印账单给客人检查Draw out guest registration card from guest bucket ready for guest checking.取出登记卡为结账做预备Confirm balance with guest, if balance is a debit amount say:“RMB3450, Am I right? And may I have your signature here?

23、”确认账目没咨询题，请客人签字Indicated on register card upon guest check in.) 礼貌与客人确认付账方式是否与入住是一致Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time.表现我们的真诚，礼貌的服务To get accurate guest information so as to provide precise service.得到准确信息循环再用，节约成本幸免客人离店后

24、追帐Let guest have a check to avoid any dispute. Respect guest right , delight guest with our honesty and friendly service.客人检查账单幸免今后对账目发生疑咨询Respect guest decision right, let guest feel our humility and self esteem.尊重客人PREPARED BY: JOAN YANGAPPROVED BY: MR JAMES XIDESIGNATION; FOMSIGNATURE/DATEDESIGNA

25、TION: GMSIGNATURE/DATE DEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO : FD-CA 03TASK : Check Out Guest with Bank Cheque 使用银行支票结账(Page 2 of 3)EQUIPMENT REQUIRED: Guest bucket/Opera work station WHAT TO DOHOW TO DOWHY9. Collect the cheque from the guest and check.收取支票，检查Personal che

26、que , Overseas cheque and Overseas company cheque are not acceptable. The guest s company cheque must be strictly adhere to following procedure: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. Cheque should not be dated very early as cheque are generally valid for ten days only.d. Ensure that the cheque bear thr

27、ee type of stamps from the company -The Company name stamp -The finance Dept. stamp -The authorized person stampe. The cheque should be written in black ink using felt penf. If there is a limit indicated on the cheque, ensure that expense are within that limit. Any amount in excess of the limit must

28、 be paid by cash or valid credit card.g. The following information should be written down at the back of the cheque better in pencil: -Guest name ID card No. 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，

29、爱护酒店利益。PREPARED BY: JOAN YANGAPPROVED BY: MR JAMES XIDESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATEDEPARTMENT: Front OfficeJOB TITLE : Guest Service AssociateTASK NO : FD-CA 03TASK : check out guest with bank cheque 使用银行支票结账( Page 3 of 3 )EQUIPMENT REQUIRED: Fiddle work stationWHAT TO D

30、OHOW TO DOWHY10. Post cheque payment in computer then check it out.入账11. Print one bill folio with zero balance for guest review.成零账单12. Check if guest need any else help.提供额外关心13. Alert bell men to be ready to serve guest.提醒行李员服务客人14. Bid farewell with guest.送别12. File materials. 整理资料在系统中入账退房。Print out one bill folio with zero balance for guest review.打印成零账单给客人复查Confirm with guest if they