酒店前廳前臺接待服務(wù)手冊 GSA-037 Cashier’s remittance of cash receipts 收銀員現(xiàn)金收入

1、前廳前臺接待服務(wù)手冊國際酒店前廳部服務(wù)程序Front Office STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標(biāo)準(zhǔn)運作的政策和程序，確保前廳部運營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，了解前廳運作及管理的政策和程序。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店P(guān)olicy Number 序號:GSA/P&P-D037Effective Date 實施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 廢止號 :Prepared By 制定人 :Front Office Mgr.前廳部經(jīng)理Cashiers remittance of cash receipts收銀員現(xiàn)金收入Approved By 批準(zhǔn)人: General Manager總經(jīng)理Distribute to分發(fā):Front Desk

3、Page 3 of 2Objective 目標(biāo): To secure the hotels cash receipts and ensure they are remitted to General Cashier intact for depositing into the hotels bank account.保證酒店的現(xiàn)金收入，確?，F(xiàn)金準(zhǔn)確無誤地進(jìn)入到酒店的銀行帳戶中。Procedures 程序: 1. At the end of each shift, each Guest Service Agent has to print out the Cashiers Summary Rep

4、ort to reconcile the balance of cash on hand against the Total Cash Receipts for the shift.每個班次下班時，每位前臺員工均需打印收款員報表根據(jù)當(dāng)班所有的現(xiàn)金帳目確認(rèn)現(xiàn)金及帳目的平衡準(zhǔn)確。2. Except for the permitted cash float, all cash must be put into the Cashiers Remittance Fund Envelope (Attachment 1) with details of the contents noted on the F

5、und Envelope.除有許可的現(xiàn)金流量外，所有現(xiàn)金必須存放在繳款袋中（附件1）并將收入細(xì)節(jié)在繳款袋表面寫明。3. For any discrepancy, whether overage or shortage, explanation must be written on the Cashiers Remittance Fund Envelope before it is sealed, signed and deposited into the night drop safe at Front Office with a witness preferably security.如果出

6、現(xiàn)差錯，無論是長款還是短款，需要在封袋前要在繳款袋上注明原因。之后相互監(jiān)督，將繳款袋投入到前廳部保險箱中。4. All official receipts issued should be attached to the related folio or checks and submitted together with the daily checks to the Finance Department.所有相關(guān)帳目明細(xì)及支票收入同時交到財務(wù)部。5. The Guest Agent should also balance all his/her paid checks with the s

7、ummary before forwarding all these checks to the Finance Department.所有前臺員工在交帳前需要將自己的當(dāng)班帳目做總結(jié)。6. Under no circumstance may any cash, except the cash float, not be put into the Cashiers Remittance Fund Envelope and remitted to General Cashier.沒有現(xiàn)金帳目時，就沒有必要投繳款袋并上繳總出納。7. In case of any indecisive circums

8、tance, Guest Service Agent should seek for advice and assistance from Guest Service Shift Leader and in her/his absence, Guest Service Officer should then report to Reception Manager/FOM/DOR for the problems or difficulties encountered before he/she can release himself/herself from duties and leave

9、the hotel.如有違反財務(wù)規(guī)定的，前臺員工需要在領(lǐng)班不在的情況下請示領(lǐng)導(dǎo)，并在員工下班離開酒店前向前臺經(jīng)理，前廳部經(jīng)理，房務(wù)總監(jiān)匯報。酒店管理手冊前廳、客房、餐廳、人事、保安、工程、營銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門組織架構(gòu)總經(jīng)理辦公室:GM 人力資源部:HR 財務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場傳訊部MC酒店各職位英文縮寫B(tài)oard Chairman (Director) 董事長GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 FO-FRONT OFFICE 前廳部DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 F&B-FOOD&BEVERAGE 餐飲部 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL DEPAR