Front Office Reception國(guó)際酒店前臺(tái)管理操作程序資料RM-FO-Rec-014 Group Master Account團(tuán)隊(duì)主賬單

1、國(guó)際酒店前廳部操作手冊(cè)前廳部Front Office前臺(tái)服務(wù)程序國(guó)際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來(lái)說(shuō)，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊(cè)的目的制訂本手冊(cè)是為了說(shuō)明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營(yíng)及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、標(biāo)準(zhǔn)操作程序LSOP No.:RM FO FD -014Effective Date:Division:Front Office前廳部Revised Date:Section:Reception前臺(tái)接待員Prepared by : Approved by批準(zhǔn)人:SUBJECT:Group Master Account 團(tuán)隊(duì)主賬單_OBJECTIVE目的：All group masters and group members folios must be set up correctly as per payment instruction, to ensure correctly postin

3、g and charges.所有團(tuán)隊(duì)主賬單和團(tuán)員個(gè)人賬單必須按照?qǐng)F(tuán)隊(duì)分賬要求準(zhǔn)確設(shè)置，保證入賬和收費(fèi)準(zhǔn)確。POLICY政策：The GSO and night shift associate will check group master accounts every evening and double check in half-an hour prior to the group check out.當(dāng)班主管和夜班員工每晚都需檢查主賬單賬目。并在團(tuán)隊(duì)離店半小時(shí)前再次核對(duì)團(tuán)隊(duì)主賬單的賬目PROCEDURES 程序： 1. Each night shift GSA must print ou

4、t a copy of all in-house master folios, and check that only valid charges are on the folio, as per payment instructions for the group or function. Any other charges must be transferred to the appropriate guest folios.每天晚間，前臺(tái)賓客服務(wù)員必須打印團(tuán)隊(duì)主賬單，只有團(tuán)隊(duì)預(yù)訂中規(guī)定的費(fèi)用才可以出現(xiàn)在主賬單中，如有其它費(fèi)用必須轉(zhuǎn)到相應(yīng)的個(gè)人賬單中。2. Morning GSO must

5、 check the group billing daily and make sure the incidental charges in the master folio with supporting voucher.早班的當(dāng)值主管每天必須要檢查團(tuán)隊(duì)賬單，并保證團(tuán)隊(duì)主單內(nèi)的各項(xiàng)收費(fèi)單據(jù)完整。3. Verify billing instructions and “Routing instruction in computer system is in accordance with the Group Order.檢查電腦中的分賬指令是否與預(yù)訂信息一致4. At least half an

6、 hour before the group is due to check-out, the GSA must print a copy of the groups master folios again, and check that only authorized charges have been posted.在團(tuán)隊(duì)離店時(shí)間半小時(shí)前，前臺(tái)賓客服務(wù)員必須重新打印主賬單，以確認(rèn)團(tuán)隊(duì)主賬單的正確性。5. Individual guests within the group will come to the Front Desk for check-out. In most cases, t

7、he individual guest account will be for incidental charges only. Contact the Tour Leader or group organizer if there is any guest that has not settled their account.一般團(tuán)隊(duì)客人會(huì)主動(dòng)到前臺(tái)結(jié)賬。大部分情況下個(gè)人賬單只有一些散賬。如果有團(tuán)隊(duì)客人未結(jié)賬，要及時(shí)聯(lián)系領(lǐng)隊(duì)或團(tuán)隊(duì)組織者協(xié)助通知客人結(jié)賬。6. After all individual guest of group have been checked out, check out the group master folio.所有團(tuán)員結(jié)賬后，按照?qǐng)F(tuán)隊(duì)預(yù)訂的要求結(jié)掉總賬。7. Place the group master account and necessary accounting back-up, accompanying vouchers etc for Accounting to process.在團(tuán)隊(duì)主賬單后面附上相應(yīng)的賬務(wù)資料并上交到財(cái)務(wù)部，由財(cái)務(wù)部跟進(jìn)處理。.Reviewed b