五星級(jí)酒店前臺(tái)收銀標(biāo)準(zhǔn)工作程序0001

1、0102030405060708091011121314151617前臺(tái)收銀標(biāo)準(zhǔn)工作程序Check out a guest with credit card結(jié)賬時(shí)使用信用卡Check out a guest with deposit refund結(jié)賬時(shí)退還押金Check out a guest with transferring結(jié)賬時(shí)轉(zhuǎn)賬Check out a guest with foreign currency結(jié)賬時(shí)使用外幣Check out a guest with cash結(jié)賬時(shí)使用現(xiàn)金Check out a guest with city ledger結(jié)賬時(shí)掛賬Check out a

2、 guest ( P/B another in hse gst)住店客人為另一住店客人付賬Check out a guest ( Group )為團(tuán)隊(duì)結(jié)賬Check out a guest (Long Staying )為長(zhǎng)住客結(jié)賬Computer down-time procedure電腦系統(tǒng)無(wú)法使用時(shí)結(jié)賬程序Check out a guest ( Late charge )信用卡追帳Rebate procedure費(fèi)用扣減程序Correction procedure修改賬目程序Foreign exchange (Cash)兌換外幣 （現(xiàn)金）Foreign exchange (Travele

3、rs check)兌換外幣 （旅行支票）Cash advance現(xiàn)金付出程序Shift end procedure收銀員關(guān)帳程序STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 1 of 5 )TASK: Check out guest with credit card結(jié)帳時(shí)使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refu

4、HOW TO DOnd voucherWHY1. Greet and welcomeguest ,offer help問候2. In quire guest room n umber and collect guest room key 詢冋房號(hào)3. Check satisfacti on of guests stay with gust4. In quire for Mini Bar usage 詢問客人是否有額外消費(fèi)5. Prin t out bill folio打印賬單確認(rèn)賬目In itiate to greet guest with smile: Ni hao, Sir/Madam,

5、May I help you.問候客人“您好，請(qǐng)問有什么能幫 到您嗎？”Politely ask for room n umber if guest request to check out by saying: May I have your room n umber, please”客人要求退房時(shí)，禮貌詢問客人房 號(hào)How was your stay , Mr./Mrs.XX ”Politely ask for room key by say ing:Mr./Ms. XX. May I have your room key, please?”If guest no key holdi ng

6、 it, release the guest. Then ask guest if there was any additional charge and if so, add to the guest folio. By say in g:” Mr. / Ms XX do you have any mini bar charge today or have booked limous ine service to the airport?”詢問客人是否有額外的酒水或訂 車消費(fèi)。Print out guest folio for guest review by say ing:Mr./Ms.

7、Here is your bill folio, would you please check it?打印岀帳單讓客人檢查：XX先生 這是您的帳單請(qǐng)過目.”Sin cerity to be ready to serve guest at first time and every time.表現(xiàn)我們的真誠(chéng)，禮貌的服務(wù)。Get accurate guest in formati on can guara ntee precise service.得到準(zhǔn)確信息Save cost. Care about hotel expe nse. Show our care about guest.To elim

8、 in ate any late charges after guest departure.避免客人離店后追帳。Avoid any dispute to show our professi onal service.Regard guest decisi on.Do more for the guest.客人檢查賬單避免今后對(duì)賬目發(fā)生 疑問PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front

9、OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 2 of 5 )TASK: Check out guest with credit card結(jié)帳時(shí)使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY6. Withdraw guest registrati on card from RC bag取出登記卡7. Release safety deposit box if th

10、e guest has asked for this service.退還保險(xiǎn)箱8. Con firm bala nee with guest and obta in guests credit card 結(jié)賬方式Withdraw guest registrati on cards with credit card voucher.取岀登記卡為結(jié)賬作準(zhǔn)備See the check out message.If the C/O message is show ing: SD#123 that indicate that guest has safety deposit box with us.

11、By saying: Mr./Ms. XX. Have you closed your safety box with us?” 查看系統(tǒng)中退房留言，提醒客人退還保險(xiǎn)箱If guest dont close safe deposit box, kin dly in vite guest to fill one Access Applicati on form and meet you in safety deposit box room to close the box.按照退還保險(xiǎn)箱程序，幫客人退還 保險(xiǎn)箱。Check with guest if he is pay ing with the

12、 same credit card which has give n upon check in or not. (Copy voucher attached to registrati on card.). By saying: Would you like to use the same credit card or not? 確認(rèn)是否使用入住時(shí)所壓信用卡 結(jié)賬To rem ind guest to release the box. Alert guest not to forget item in hotel after departure.提醒客人離店時(shí)不要忘記取走所有 物品Put g

13、uest at first position; never make decisi on in stead of guest.尊重客人，不要替客人做決定PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 3 of 5 )TASK: Check out guest with credit card結(jié)帳時(shí)使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdel

14、iowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY9. Ask guest to sig n in the credit card slip and settle it into system.結(jié)賬If yes, check if approval amou nt of credit card is en ough amou nts to cover guest con sumpti on. If not, refer to EDC machi ne, use authorization function to get appr

15、oval amou nt. If yes, refer to EDC machi ne to use OFF-LINE fun cti on to settle bill with approval. 如使用同一信用卡，檢查授權(quán)是否 足夠。如果不夠，使用ED(系統(tǒng)要 足夠授權(quán)。如果授權(quán)足夠，使用EDC 系統(tǒng)作離線交易。If change to another credit card, collect card and check its valid date to see if it is expire and follow EDC mach ine procedure.The previou

16、s credit card approval code should be can celed by fax to the Bank.如改為另一信用卡，首先檢查信用 卡，再根據(jù)ED系統(tǒng)使用步驟結(jié)賬。 入住時(shí)所壓信用卡授權(quán)根據(jù)相應(yīng) 步驟取消。Ask guest to sig n on the credit card slip. After guest sig n on the slip, check the sig nature to see if its match with specime n or no t. If not, ask guest to sig n aga in, if it

17、s still can not match, refer to Service Man ager.En sure credit card is useful.Care about guest ben efit andFollow the Bank policy. 確保信用卡有效。En sure the credit card is bel ong to guest. Care about hotel ben efit.確保更換的信用卡屬于此客人PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPARTMENT: Front Office

18、JOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 4 of 5 )TASK: Check out guest with credit card結(jié)帳時(shí)使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY10. Pri nt out o ne bill folio with zero bala nee.打印總額為零賬單11.I ssue Chin ese officialin voice給

19、客人發(fā)票12. Check If guest need transportation arrangement與客人確認(rèn)疋否需要訂車。請(qǐng)客人在信用卡單上簽字，核對(duì)卡 單和信用卡背面簽名樣式是否一 致。如登記單簽名與信用卡簽名 樣式不符，請(qǐng)客人再簽和登記單相 同的簽名。如不符，通知服務(wù)經(jīng)理。Post credit charge into computer to make bala nee to zero and check out room in computer.使用相應(yīng)信用卡在系統(tǒng)中入賬使 總額成零，在系統(tǒng)中退房。Print out one bill folio with zerobala n

20、ee for guest review, say:Mr./Ms. XX. Here is your updated bill folio for your double checking. ” 給客人打印總額為零的賬單Retur n credit card to guest as well as customer copy of credit card and first copy of bill folio and Chin ese in voice to guest. Use two hands pass above items to guest.給客人賬單和信用卡卡單Politely a

21、sk if guest n eed any tran sportatio n arran geme nt. For example you can ask the guest by saying: would you need to book a car for you?與客人確認(rèn)疋否需要訂車，請(qǐng)冋您需要訂車嗎？”En sure all charge has bee n settled in computer.確保在系統(tǒng)中退房For guest refere nee.客人今后參考An ticipate guest request show our sin cerely welcome to g

22、uest.預(yù)見客人需要，關(guān)心客人PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 5 of 5 )TASK: Check out guest with credit card結(jié)帳時(shí)使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY13

23、. Check if guest n eed to make n ext visit book ing or not 與客人確認(rèn)是否需要預(yù)訂下 次的房間。14. Ask bellboy to assist guest to get a tran sportati on讓行李生幫客人叫車15. Bid Farewell歡送客人16. File all materials.整理資料For example you can ask the guest by saying: Do you need to book a room for your next visit? ”“請(qǐng)問您需要我們幫您預(yù)訂下次 入

24、住的房間嗎？”This way please.”“您這邊請(qǐng)?！盓nd check ing out by say ing;Thank you for stay ing with us. Mr./Mrs. We wish see ing you aga in. Have a pleasa nt trip.在最后跟客人說(shuō)“感謝您選擇香格 里拉，XX先生/小姐，期待能再次 為您服務(wù)，祝您旅途愉快！”File guest registrati on card, voucher, bill folio etc. well.將所有資料整理歸類。Last impressi on is lasti ng imp

25、ressi on. Asia n hospitality is our key prin ciple to serve guest.給客人留下良好的最后影響An ticipate guest request to show our genuine and con siste nt service.預(yù)見客人需要，關(guān)心客人All there materials will be passed to finan cial departme nt for check ing.所有資料將交財(cái)務(wù)部PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPA

26、RTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page1 of 5 )TASK: Check out guest withdeposit refu nd結(jié)帳時(shí)退還押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY1. Greet ing and welcome guest ,offer help問候2. In quire guest room n umbe

27、r and collect guest room key 詢冋房號(hào)3. Check satisfacti on of guests stay with gust詢問客人滿意度4. In quire for Mini Bar usage 詢問客人是否有酒水消費(fèi)In itiate to greet guest with smile:Ni Hao, Sir/Madam, May I help you?微笑著問候客人：“您好，先生我 能幫您什么嗎？“If guest wants to check out, say: Sir/Madam, May I have your room n umber?如果客

28、人要求結(jié)帳離店，說(shuō)： 先生，請(qǐng)問您的房間號(hào)？Politely collect guest room key for recycli ng.有禮貌地問客人回收鑰匙.“ How was your stay, Mr./Mrs. XX“ XX先生/小姐，請(qǐng)問您住得愉快 嗎？”Politely ask guest: Mr./Ms. xx Do you use your mini bar in your room today? If yes, post the charge in computer.有禮貌地詢問客人：XX先生，今天 您用過MINIBAR嗎？如果用過，將消費(fèi)輸入電腦。In itiate to

29、 greet guest to show our courtesy and sin cerity to be ready to serve guest at each and every time. 禮貌地，真摯地問候客人表現(xiàn)出我 們隨時(shí)準(zhǔn)備為客人提供優(yōu)質(zhì)服務(wù)To get accurate guest in formati on and it can help us to provide precise service.知道了客人的準(zhǔn)確信息以便提 供準(zhǔn)確的服務(wù).Save cost care about hotel expe nse. 為酒店控制成本與花費(fèi).Avoid any late char

30、ge after guest departure, use our politely manner to show our courtesy and respect to guest. Demon strate our hon esty on guest.避免客人走后產(chǎn)生一些漏帳錯(cuò) 帳同時(shí)用禮貌的態(tài)度表現(xiàn)岀我們對(duì) 他的誠(chéng)摯與尊敬.以表明我們對(duì)客 人的真誠(chéng).PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT:

31、 Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page 2 of 5 )TASK: Check out guest withdeposit refu nd結(jié)帳時(shí)退還押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY5.Print out bill folio打印帳單。5. Withdraw guest registrati oncard from bucket取出登記卡

32、.6. C on firm bala nee with guest與客人確定實(shí)際消費(fèi)金額.7 Collect deposit receipt收回預(yù)付定金收據(jù).Print out guest folio for guest review by say ing:Mr./Ms. Here is your bill folio, would you please check it? 打印岀帳單讓客人檢查：XX先生 這是您的帳單請(qǐng)過目Draw out guest registrati on card from guest bucket ready for guest check ing.取岀登記卡為結(jié)帳

33、做好準(zhǔn)備。Con firm bala nee with guest, if bala nee is credit, say: Mr./Ms.XX. Your credit bala nee is RMB 310 which will be refun ded to you, am I right?與客人確定他的實(shí)際消費(fèi)金額., 如果余額是負(fù)數(shù)，就問：XX,先生，我們將退還 RMB 310 給您，對(duì)嗎？”Politely collect deposit receipt from guest if guest loss copy of receipt , copy guest ID card an

34、d ask guest to sign on the folio with the note loss deposit receipt” , check and compare with Registration card sig nature, obta in guests mobile n umber for future con tactLet guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service.讓客人檢查可避免一

35、些不必要 的爭(zhēng)議，希望客人在我們真摯友善 的服務(wù)下能倍感愉快.Prepare all n ecessary materials well in case guest want double check, an ticipate guest request to show our genuine service.準(zhǔn)備好所有必要的資料以便客 人想再確認(rèn)一遍表現(xiàn)我們真誠(chéng)的服 務(wù)Respect guest decisi on right, let guest feel our humility andSelf esteem.讓客人判斷正確與否，使其感到 我們的謙遜與對(duì)他的尊敬.Avoid unn ec

36、essary dispute in future. Show we accurate on accou nting procedure.避免將來(lái)不必要的爭(zhēng)議，并顯示我 們正確地執(zhí)行財(cái)務(wù)程序.PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA.2( Page 3 of 5 )TASK:

37、Check out guest withdeposit refu nd結(jié)帳時(shí)退還押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY8. Print out Pay out form.打印現(xiàn)金支款憑證.9. In vite guest to sig n on paid out form.請(qǐng)客人在現(xiàn)金退款憑證上 簽字.If not the guest who paid the deposit upon check in come to pick up the

38、 receipt, we can not refu nd the money to him.有禮貌地從客人處收回定金收 據(jù)如客人不慎遺失，復(fù)印客人證件 確認(rèn)身份，請(qǐng)他在帳單注明“押金收據(jù)丟失“，并簽名，盡量請(qǐng)客 人留下聯(lián)系電話以便日后聯(lián)系與 登記卡上的簽字相核對(duì)。如果不是 客人本人我們不能將錢退還。.If guest agree the amou nt on bill folio, print out payout form from the system.如果客人對(duì)帳單沒有任何異議， 打印Pay out賬單。If guest have no doubt on guest bill folio

39、, politely in vite guest to sig n on the pay out form.Use a closed palm to point out where guest should sig n.如果客人對(duì)帳單沒有任何異議，用 手為客人指明簽名的地方， 請(qǐng)客人簽字.All cash refund should be writte n ack no wledged by guest.Help guest to sig n pay out form can avoid guest feel con fused to look for sig n area, this can

40、 let guest feel our helpfu ln ess, genuine and humility service.所有現(xiàn)金退款都需得到客人的認(rèn) 可。指點(diǎn)客人如何簽名，避免其不知 所PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page 4 of 5 )TAS

41、K: Check out guest withdeposit refu nd結(jié)帳時(shí)退還押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY10. Coun ti ng cash for guest.清點(diǎn)現(xiàn)金給客人.11. Pri nt out the zero bala nee folio to guest.將余額為” 0”的帳單打印岀來(lái)交于客人12. Issue Chin ese officialinv oice提供發(fā)票給客人。Carefully but

42、 efficie ncy cou nt cash which should be refu nd to guest and hand it over to guest one by one.迅速仔細(xì)地當(dāng)著客人的面一張 一張清點(diǎn)現(xiàn)鈔，然后交給他.Check out guest folio in computer immediately to bala nee the bill to zero, and file bill folio, pay out form, deposit receipt, guest registration card together well. 結(jié)掉客帳，將帳單，登記

43、卡，押金 收據(jù)，退款憑證整理好放在一起.Pack the zero bala nee folio well and put it in check out en velop to prese nt to guest with smile.將余額為” 0”的帳單折好放在信封 內(nèi),面帶微笑地用雙手交給客人.For Chin ese guests, provide official in voice and put the chop on both bills.如果是國(guó)內(nèi)的客人，要提供發(fā)票給客人并在雙方的帳單上蓋章。Clearly cou nt amou nt of refu nd cash to

44、show our hon esty service and use Asia n hospitality to show our car ing about guest money accuracy.顯示我們殷勤好客的宗旨，并保證 現(xiàn)金數(shù)目的準(zhǔn)確.Provide efficie ncy service to delight guest.Avoid to forget to check out guest room in computer which will cause loss of hotel room reve nue at every time.提供有效的服務(wù)取悅客人，防止在 系統(tǒng)中忘

45、記結(jié)清房帳導(dǎo)致收入損失PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page 5 of 5)TASK: Check out guest withdeposit refu nd結(jié)帳時(shí)退還押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork

46、 statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY13. Check If guest need transportation arrangement 與客人確認(rèn)疋否需要訂車。13. Check if guest n eed to make n ext visit book ing or not 與客人確認(rèn)是否需要預(yù)訂下 次的房間。14. Ask bellboy to assist guest to get a tran sportati on讓行李生幫客人叫車15. Bid Farewell歡送客人16. Ask service lead

47、er to sig n the paid out form通知當(dāng)值領(lǐng)班簽署現(xiàn)金支款 憑證.17. File all materials.整理資料Politely ask if guest n eed any tran sportatio n arran geme nt. For example you can ask the guest by saying: would you need to book a car for you?與客人確認(rèn)疋否需要訂車，請(qǐng)冋您需要訂車嗎？”For example you can ask the guest by saying: Do you need to

48、book a room for your next visit? ”“請(qǐng)問您需要我們幫您預(yù)訂下次 入住的房間嗎？”“ This way please. ”您這邊請(qǐng).End check ing out by say ing;Thank you for stay ing with us. Mr./Mrs. We wish see ing you aga in. Have a pleasa nt trip.最后跟客人說(shuō)：“感謝您選擇香格 里拉，期待能再次為您服務(wù)，祝您 旅途愉快！”Inform Leader to sig n on voucher for approval as per hotel

49、finan cial policy在填妥Paid-out form立即請(qǐng) 當(dāng)領(lǐng)班簽字File guest registrati on card, voucher, bill folio etc. well.將所有資料整理歸類。An ticipate guest request show our sin cerely welcome to guest.預(yù)見客人需要，關(guān)心客人An ticipate guest request to show our genuine and con siste nt service.預(yù)見客人需要，關(guān)心客人All deposit refu nd should be approved by Duty Man ager.所有現(xiàn)金退款必須由當(dāng)值領(lǐng)班簽名 確認(rèn)All there materials will be passed to