國際酒店前廳管理手冊前臺接待14-02 結(jié)賬及班次交接Cashier Close

1、國際酒店前廳部操作手冊酒店管理之家前廳部Front Office前臺服務(wù)程序LOCAL 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

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM FO GS-14-02Effective Date:Division:Front Office前廳部Revised Date:Section:ReceptionPrepared by : Approved by 批準(zhǔn)人:SUBJECT:Cashier Closing and Shift Hand Over 結(jié)賬及班次交接_OBJECTIVE目的：To ensure all associates are performing a blind drop procedure acco

3、rding to the Local Marriott Operating Standard.確保所有大使了解酒店盲投政策。POLICY政策：All ambassadors should print out D140 report to check all the bills one by one and then checked by GSO.所有大使投賬要打印D140報表對自己的賬單進行核對，并交主管檢查。PROCEDURES 程序： BILLThere are five types bill according to the settlement:按照客人結(jié)賬方式，賬單可分為：* Cas

4、h 現(xiàn)金* Cash Paid Out 現(xiàn)金退款* Credit Card 信用卡*City Ledger 掛帳* MR 萬豪禮賞幾分兌換2. There are two types bill according to the posting 按照入賬類型可分為兩種： * Miscellaneous Form 雜項賬單 * Rebate Form 扣減賬單BINDING ORDER of BILLCash 現(xiàn)金 The bill with guests settle payment 帶結(jié)賬方式的賬單 The bill with guests signature 有客人簽字確認消費的賬單 The

5、 accounting keeping slip of invoice 發(fā)票記賬聯(lián)（如有） Registration Form 入住登記單 Reservation Form預(yù)訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如客人不要）Cash Paid 現(xiàn)金退款 Cash paid out folio with guests signature 有客人簽字的現(xiàn)金退款的憑證 Receipt collect from guest and Receipt kept in Reception 從客人處收回的現(xiàn)金付款收據(jù)和在前臺存放的付款收據(jù) The

6、 bill with guests settle payment 帶客人結(jié)帳方式的賬單 The bill with guests signature 有客人簽字確認消費金額的賬單。 The accounting keeping slip of invoice 發(fā)票記賬聯(lián)（如有） Registration Form 入住登記單 Reservation Form預(yù)訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如客人不要）Credit Card 信用卡 Credit Card slip信用卡記賬聯(lián) The accounting keeping

7、slip of invoice 發(fā)票記賬聯(lián)（如有） The bill with guests settle payment 帶客人結(jié)帳方式的賬單 The bill with guests signature 有客人簽字確認消費金額的賬單。 Registration Form 入住登記單 Reservation Form預(yù)訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如客人不要）City Ledger 掛帳 The bill with guests settle payment 帶客人結(jié)賬方式的賬單 The bill with guests

8、 signature。（If necessary） 有客人簽字確認消費金額的賬單。(如有必要) Confirm letter(If have) 掛帳公司或旅行社的確認函（如果有） Registration Form 入住登記單 Reservation Form預(yù)訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如有客人自己雜費掛帳）MR Redemption 萬豪禮賞兌換 The bill with guests settle payment 帶客人結(jié)賬方式的賬單 The bill with guests signature。（If nece

9、ssary） 有客人簽字確認消費金額的賬單。(如有必要) Registration Form 入住登記單 Reservation Form預(yù)訂單Posting Bill 入賬賬單 Miscellaneous Form雜項單 The bill print out from Opera 從Opera 打印的入賬賬單Rebate Bill 扣減賬單 Rebate Form （With the sufficient approval，get the signature accordingly） 扣減單（扣減原因要詳細證據(jù)充分，按照酒店規(guī)定簽批） The bill print out from Opera 從Opera 打印的入賬賬單SHIFT HAND OVERHand over the trace report, what should be follow up交接需要下一班次繼續(xù)跟進的事宜Cash Flow hand over交接備用金Invoice hand over發(fā)票交接Cle