國際酒店前廳前臺操作程序手冊-SOP Rec 42 Check In-house guest balance for outlets cashier

1、Standard Operation Procedures / Front Desk標(biāo)準(zhǔn)操作程序/前臺STANDARD OPERATION PROCEDURES標(biāo)準(zhǔn)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 Office JOB TITLE職務(wù): Receptionist TASK NO任務(wù)編號: 42TASK: Check In-house guest balance for outlets cashier (Page1of 2)EQUIPMENT REQUIRED設(shè)備要求: Gue

2、st bucket/Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做WHY為什么 Receive call from outlets cashierCheck in the computer Whenever we receive call from outlets cashier for checking guest balance, out cashiers name and outlets name should be inquired. Most important the accurate consumption amount shoul

3、d be got from outlets cashier by repeating amount to confirm.Check in computer to see guest pay by cash or credit card. If pay by cash, check both computer and cash float to see if any no posting deposit to see if deposit is enough to cover all the consumption occurred and one night room charge. If

4、yes, answer it could be accepted to sign bill, if not, answer that guest deposit is not enough.If pay by credit card, check if there is enough approval amount from bank, if yes, answer to accept guest to sign bill in the restaurant. If no enough approval amount from bank, getting approval amount imm

5、ediately from EDC machine or call credit cared center. If we get enough approval amounts after contacting credit card center, let guest sign bill in restaurant, if no, answer there is no enough approval amount in guest credit card. For future tracing. For precise service.Avoid skipping risk and care

6、 about hotel benefit. PREPARED BY編寫人: APPROVED BY批準(zhǔn)DESIGNATION名稱Front Office Manager前廳經(jīng)理SIGNATURE/DATE簽名/日期DESIGNATION名稱SIGNATURE/DATE簽名/日期DEPARTMENT部門: Front Office JOB TITLE職務(wù): Receptionist TASK NO任務(wù)編號: 42TASK: Check in house guest balance for outlets cashier (Page 2 of 2)EQUIPMENT REQUIRED設(shè)備要求: G

7、uest bucket/Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做WHY為什么 Pay attention to special arrangement. When check guest credit for outlets cashier, some relevant special arrangement should be alerted,e.g. Guest is top VIP set by hotel management. Guests consumption in hotel all is in house account.

8、 The guest is APPROVED BY批準(zhǔn) hotel management or credit manager to pay upon departure. Guest consumption is paid by company who has enough deposit or sign privilege in hotel.* For guest whose reservation is booked through company which have satisfactory history with the hotel, RMB2000 credit limit policy could be extended to guest. In daily job, special arrangement should take serious attention because it may affect hotel reputation or revenue seriously. Always care about hotel benefit in our daily job by providing consistent, precise service PREPARED BY編寫人: APPROVED BY批準(zhǔn)DE