國際酒店前廳前臺操作程序手冊-SOP Rec 28 Cash Deposit Collection

1、Standard Operation Procedures / Front Desk標準操作程序/前臺STANDARD OPERATION PROCEDURES標準操作程序RECEPTIONIST前臺接待國際酒店管理手冊前廳/客房/餐飲/營銷/工程/保安/質(zhì)檢/人事/行政/資料DEPARTMENT部門: Front OfficeJOB TITLE職務: ReceptionistTASK NO任務編號: 28TASK: Cash Deposit Collection (Page 1 of 2)EQUIPMENT REQUIRED設(shè)備要求設(shè)備要求: Fidelio workstation, Bil

2、l Folio, Indemnity FormWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY為什么Calculate amount of deposit.Tell guest deposit amountReceive money from guest.Key into the system and print out the folioDescribe deposit terns to guestCalculate amount of deposit accurately, amount of deposit should cover the room char

3、ge during guest staying and estimated miscellaneous consumption.Formula is: Room rate per night x total room nights + RMB500 = total amount of deposit.If guest pay deposit for extension, ask for estimated departure date before calculate deposit.Politely tell guest deposit amount we should collect by

4、 saying: “Mr./Mrs. XX, I would need RMB XXX as deposit which include your room charge and other miscellaneous change until you check out. If there is any deposit left, we will refund them to you upon guest check out.Use tow hands to receive money from guest and carefully and efficiency count it in f

5、ront of guest, any question on the money e.g. amount of money, unacceptable money, contact guest immediately. As well as say: “Mr./Mrs. XX, I have received your RMB XX deposit, thank you.” After you finish counting and accept it.Key into the system at once and print out the folio to present to the g

6、uest.Clearly describe deposit refund terms to guest by saying: “Mr./Mrs. XX, would you please read these clause to see if it is correct, thank you.”Protect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit.Get detail information can assist us to provide preci

7、se service.Clearly describe the accurate deposit amount we will collect to let guest have clear understanding, and also explain the reason WHY為什么 this amount collected by us. Anticipate for guest request and caring about guest inquiry.Any question regarding money, solve it immediately with guest and

8、 in front of guest. Clearly confirm with guest how much you receive from guest by speaking out to guest. Avoid any dispute occurred in future.Use our carefully and professional service to delight our guest.Let guest clearly understand terms content to avoid any dispute in future.PREPARED BY編寫人: APPR

9、OVED BY批準: DESIGNATION名稱Front Office Manager前廳經(jīng)理前廳經(jīng)理SIGNATURE/DATE簽名/日期簽名/日期DESIGNATION名稱SIGNATURE/DATE簽名/日期簽名/日期DEPARTMENT部門: Front OfficeJOB TITLE職務: ReceptionistTASK NO任務編號: 28TASK: Cash Deposit Collection (Page 2 of 2)EQUIPMENT REQUIRED設(shè)備要求設(shè)備要求: Fidelio workstation, Bill Folio, Indemnity FormWHA

10、T TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY為什么Double check the posting to make sure you key in correctlyExtend for guest in computerAfter guest leave front desk, double check deposit into computer immediately.If guest pay deposit for extension, extend for guest in computer after collecting deposit.Avoid forgetting posting so as to affect any upset to guest caused by deposit.Update information in computer.PREPARED BY編寫人: APPROVED