洲際酒店前臺收銀標(biāo)準(zhǔn)程序

1、standard operation procedures標(biāo)準(zhǔn)工作程序front desk cashier前臺收銀front desk guest service associatestandard operating procedurestask no. description01 check out a guest with credit card 結(jié)賬時使用信用卡02 check out a guest with deposit refund 結(jié)賬時退還押金03 check out a guest with transferring 結(jié)賬時轉(zhuǎn)賬04 check out a guest w

2、ith foreign currency 結(jié)賬時使用外幣05 check out a guest with cash 結(jié)賬時使用現(xiàn)金06 check out a guest with city ledger 結(jié)賬時掛賬07 check out a guest ( p/b another in hse gst) 住店客人為另一住店客人付賬08 check out a guest ( group ) 為團隊結(jié)賬09 check out a guest (long staying ) 為長住客結(jié)賬10 computer down-time procedure 電腦系統(tǒng)無法使用時結(jié)賬程序11 chec

3、k out a guest ( late charge ) 信用卡追帳12 rebate procedure 費用扣減程序13 correction procedure 修改賬目程序14 foreign exchange (cash) 兌換外幣 （現(xiàn)金）15 foreign exchange (travelers check) 兌換外幣 （旅行支票）16 cash advance 現(xiàn)金付出程序17 shift end procedure 收銀員關(guān)帳程序shangri-la hotel， shenzhenstandard operation proceduredepartment: front

4、officejob title: guest service associatetask no: fd-ca. 1 ( page 1 of 5 )task: check out guest with credit card 結(jié)帳時使用信用卡equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy1. greet and welcome guest ,offer help問候2. inquire guest room number and collect guest

5、room key詢問房號3. check satisfaction of guests stay with gust 4. inquire for mini bar usage詢問客人是否有額外消費5. print out bill folio打印賬單確認(rèn)賬目initiate to greet guest with smile:“ni hao, sir/madam, may i help you.” 問候客人“您好，請問有什么能幫到您嗎？”politely ask for room number if guest request to check out by saying: “may i h

6、ave your room number, please.” 客人要求退房時，禮貌詢問客人房號 “how was your stay , mr./mrs. xx”politely ask for room key by saying: “mr./ms. xx. may i have your room key, please?”if guest no key holding it, release the guest. then ask guest if there was any additional charge and if so, add to the guest folio. by

7、saying:” mr. / ms xx do you have any minibar charge today or have booked limousine service to the airport?” 詢問客人是否有額外的酒水或訂車消費。print out guest folio for guest review by saying:mr./ms. here is your bill folio, would you please check it?打印出帳單讓客人檢查: xx先生這是您的帳單請過目.”sincerity to be ready to serve guest at

8、 first time and every time.表現(xiàn)我們的真誠，禮貌的服務(wù)。get accurate guest information can guarantee precise service.得到準(zhǔn)確信息save cost. care about hotel expense. show our care about guest.to eliminate any late charges after guest departure.避免客人離店后追帳。avoid any dispute to show our professional service.regard guest dec

9、ision.do more for the guest.客人檢查賬單避免今后對賬目發(fā)生疑問prepared by: approved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 1 ( page 2 of 5 )task: check out guest with credi

10、t card 結(jié)帳時使用信用卡equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy6.withdraw guest registration card from rc bag取出登記卡7. release safety deposit box if the guest has asked for this service.退還保險箱8. confirm balance with guest and obtain guests credit card 結(jié)賬方式wi

11、thdraw guest registration cards with credit card voucher.取出登記卡為結(jié)賬作準(zhǔn)備see the check out message.if the c/o message is showing: “sd#123” that indicate that guest has safety deposit box with us.by saying: “mr./ms. xx. have you closed your safety box with us?”查看系統(tǒng)中退房留言， 提醒客人退還保險箱if guest don t close safe

12、 deposit box, kindly invite guest to fill one access application form and meet you in safety deposit box room to close the box. 按照退還保險箱程序，幫客人退還保險箱。check with guest if he is paying with the same credit card which has given upon check in or not. (copy voucher attached to registration card.). by saying

13、: “would you like to use the same credit card or not?”確認(rèn)是否使用入住時所壓信用卡結(jié)賬to remind guest to release the box. alert guest not to forget item in hotel after departure.提醒客人離店時不要忘記取走所有物品put guest at first position; never make decision instead of guest.尊重客人，不要替客人做決定prepared by:approved by: designation: sign

14、ature/datedesination:signature/dateshangri-la hotel， shenzhenstandard 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)帳時使用信用卡equipment required: fidelio work station/bill folio/cash refund voucherwh

15、at to dohow to dowhy9. ask guest to sign in the credit card slip and settle it into system.結(jié)賬if yes, check if approval amount of credit card is enough amounts to cover guest consumption. if not, refer to edc machine, use authorization function to get approval amount. if yes, refer to edc machine to

16、use off-line function 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edc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 machine procedure.the previous credit card approvalcode should be canceled by fax t

17、othe bank.如改為另一信用卡，首先檢查信用卡，再根據(jù)edc系統(tǒng)使用步驟結(jié)賬。入住時所壓信用卡授權(quán)根據(jù)相應(yīng)步驟取消。ask guest to sign on the credit card slip. after guest sign on the slip, check the signature to see if its match with specimen or not. if not, ask guest to sign again, if its still can not match, refer to service manager.ensure credit card

18、 is useful.care about guest benefit and follow the bank policy.確保信用卡有效。ensure the credit card is belong to guest. care about hotel benefit.確保更換的信用卡屬于此客人prepared by:approved by:designation: signature/datedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front

19、 officejob title: guest service associatetask no: fd-ca. 1 ( page 4 of 5 )task: check out guest with credit card 結(jié)帳時使用信用卡equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy10. print out one bill folio with zero balance.打印總額為零賬單11.issue chinese official invoi

20、ce給客人發(fā)票12. check if guest need transportation arrangement與客人確認(rèn)是否需要訂車。請客人在信用卡單上簽字，核對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 balance 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 zero balance

21、 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return credit card to guest as well as customer copy of credit card and first copy of bill folio and chinese invoice to guest. use two hands pass above items to guest.給客人賬單和信用卡卡單politely ask if

22、guest need any transportation arrangement. for example you can ask the guest by saying: “would you need to book a car for you?與客人確認(rèn)是否需要訂車，“請問您需要訂車嗎？”ensure all charge has been settled in computer.確保在系統(tǒng)中退房for guest reference.客人今后參考anticipate guest request show our sincerely welcome to guest.預(yù)見客人需要，關(guān)心

23、客人prepared by:approved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard 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)帳時使用信用卡equipment required: fidelio w

24、ork station/bill folio/cash refund voucherwhat to dohow to dowhy13. check if guest need to make next visit booking 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 transportation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 y

25、ou need to book a room for your next visit?” “請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?！眅nd checking out by saying;“thank you for staying with us. mr./mrs. we wish seeing you again. have a pleasant trip.在最后跟客人說“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 registration card, voucher, bill folio

26、 etc. well.將所有資料整理歸類。last impression is lasting impression. asian hospitality is our key principle to serve guest.給客人留下良好的最后影響anticipate guest request to show our genuine and consistent service.預(yù)見客人需要，關(guān)心客人all there materials will be passed to financial department for checking. 所有資料將交財務(wù)部prepared by:

27、approved by: designation: signature/datedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page1 of 5 )task: check out guest with deposit refund 結(jié)帳時退還押金equipment required: fidelio work station/

28、bill folio/cash refund voucherwhat to dohow to dowhy1. greeting and welcome guest ,offer help問候2. inquire guest room number and collect guest room key詢問房號3. check satisfaction of guests stay with gust 詢問客人滿意度4. inquire for mini bar usage詢問客人是否有酒水消費initiate to greet guest with smile:ni hao, sir/madam

29、, 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 number? 如果客人要求結(jié)帳離店,說: 先生， 請問您的房間號?politely collect guest room key for recycling.有禮貌地問客人回收鑰匙.“how was your stay, mr./mrs. xx“xx先生/小姐，請問您住得愉快嗎？” politely ask guest: mr./ms. xxdo you use your mi

30、ni 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, 將消費輸入電腦。initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at each and every time.禮貌地，真摯地問候客人表現(xiàn)出我們隨時準(zhǔn)備為客人提供優(yōu)質(zhì)服務(wù)to get accurate guest information and it can help us to

31、 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 expense.為酒店控制成本與花費.avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. demonstrate our honesty on guest.避免客人走后產(chǎn)生一些漏帳錯帳同時用禮貌的態(tài)度表現(xiàn)出我們對他的誠摯與尊敬.以表明我們對客 人的真誠.prepared by: ap

32、proved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page 2 of 5 )task: check out guest with deposit refund 結(jié)帳時退還押金equipment required: fidelio work station/bi

33、ll folio/cash refund voucherwhat to dohow to dowhy5.print out bill folio 打印帳單。5.withdraw guest registration card from bucket 取出登記卡.6.confirm balance with guest 與客人確定實際消費金額.7 collect deposit receipt 收回預(yù)付定金收據(jù).print out guest folio for guest review by saying:mr./ms. here is your bill folio, would you p

34、lease check it?打印出帳單讓客人檢查: xx先生這是您的帳單請過目.”draw out guest registration card from guest bucket ready for guest checking.取出登記卡為結(jié)帳做好準(zhǔn)備。confirm balance with guest, if balance is credit, say: mr./ms.xx. your credit balance is rmb 310 which will be refunded to you, am i right?與客人確定他的實際消費金額., 如果余額是負(fù)數(shù),就問: xx

35、,先生,我們將退還 rmb 310 給您,對嗎?”politely collect deposit receipt from guest if guest loss copy of receipt , copy guest id card and ask guest to sign on the folio with the note “l(fā)oss deposit receipt”, check and compare with registration card signature，obtain guests mobile number for future contactlet guest

36、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些不必要的爭議,希望客人在我們真摯友善 的服務(wù)下能倍感愉快.prepare all necessary materials well in case guest want double check, anticipate 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)我們真誠的服 務(wù)

37、respect guest decision right, let guest feel our humility and self esteem.讓客人判斷正確與否,使其感到 我們的謙遜與對他的尊敬.avoid unnecessary dispute in future. show we accurate on accounting procedure.避免將來不必要的爭議,并顯示 我們正確地執(zhí)行財務(wù)程序.prepared by: approved by: mr. designation: signature/datedesination: signature/dateshangri-la

38、hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca.2 ( page 3 of 5 )task: check out guest with deposit refund 結(jié)帳時退還押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy8. print out pay out form

39、. 打印現(xiàn)金支款憑證.9. invite guest to sign on paid out form. 請客人在現(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 receipt, we can not refund 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，請他在帳單注明 “押金收據(jù)丟失“，并簽名，盡量請客人留下聯(lián)系電話以便日后聯(lián)系與登記卡上的簽字相核對。如果不是客人本人我們不能將錢退還。.if guest agree

40、the amount on bill folio, print out payout form from the system.如果客人對帳單沒有任何異議,打印pay out 賬單。if guest have no doubt on guest bill folio, politely invite guest to sign on the pay out form.use a closed palm to point out where guest should sign.如果客人對帳單沒有任何異議, 用手為客人指明簽名的地方,請客人簽字.all cash refund should be

41、written acknowledged by guest.help guest to sign pay out form can avoid guest feel confused to look for sign area, this can let guest feel our helpfulness, genuine and humility service.所有現(xiàn)金退款都需得到客人的認(rèn)可。指點客人如何簽名,避免其不知所prepared by:approved by: designation: signature/datedesination:signature/dateshangri

42、-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page 4 of 5 )task: check out guest with deposit refund 結(jié)帳時退還押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy10. counting cash fo

43、r guest. 清點現(xiàn)金給客人.11. print out the zero balance folio to guest. 將余額為” 0” 的帳單打印出來交于客人12. issue chinese official invoice提供發(fā)票給客人。 carefully but efficiency count cash which should be refund 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 清點現(xiàn)鈔, 然后交給他.check out guest folio in computer immed

44、iately to balance 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, 登記卡, 押金收據(jù)，退款憑證整理好放在一起.pack the zero balance folio well and put it in check out envelop to present 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 chinese

45、 guests, provide official invoice and put the chop on both bills.如果是國內(nèi)的客人， 要提供發(fā)票給客人并在雙方的帳單上蓋章。clearly count amount of refund cash to show our honesty service and use asian hospitality to show our caring 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 efficiency service to delight guest.av

46、oid to forget to check out guest room in computer which will cause loss of hotel room revenue at every time. 提供有效的服務(wù)取悅客人, 防止在系統(tǒng)中忘記結(jié)清房帳導(dǎo)致收入損失.prepared by: approved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob

47、 title: guest service associatetask no: fd-ca. 2 ( page 5 of 5)task: check out guest with deposit refund 結(jié)帳時退還押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy13. check if guest need transportation arrangement與客人確認(rèn)是否需要訂車。13. check if guest need to make n

48、ext visit booking 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 transportation讓行李生幫客人叫車15. bid farewell 歡送客人16. ask service leader to sign 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 need any transportation arrangement. for example you can ask

49、the guest by saying: “would you need to book a car for you?與客人確認(rèn)是否需要訂車，“請問您需要訂車嗎？”for example you can ask the guest by saying: “do you need to book a room for your next visit?” “請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.end checking out by saying;“thank you for staying with us. mr./mrs. we wish s

50、eeing you again. have a pleasant trip.最后跟客人說：“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 sign on voucher for approval as per hotel financial policy在填妥 paid-out form 立即請當(dāng)領(lǐng)班 簽字file guest registration card, voucher, bill folio etc. well.將所有資料整理歸類。anticipate guest request show our sincerely welcome to

51、 guest.預(yù)見客人需要，關(guān)心客人anticipate guest request to show our genuine and consistent service.預(yù)見客人需要，關(guān)心客人all deposit refund should be approved by duty manager.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 financial department for checking. 所有資料將交財務(wù)部prepared by: approved by:designation: signature/da

52、tedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 3 ( page 1 of 3 )task: check out guest with transferring 結(jié)帳時轉(zhuǎn)賬equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy1. greeting and welcome guest ,offer help問候2.