國(guó)際星級(jí)酒店前廳部前臺(tái)接待崗位技能培訓(xùn)標(biāo)準(zhǔn)RM-FO-GS-14-03 Rebate procedure扣減

1、 PAGE 5LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-14-03Effective Date:Apr. 2013Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Rebates 扣減_OBJECTIVE目的：To establish control mechanism on the approval of rebates which refer to making adjustment on room rate

2、s if there is an overcharge or to process discounts given to guest of the Hotel.建立相關(guān)的流程對(duì)房?jī)r(jià)的調(diào)整及折扣進(jìn)行控制。POLICY政策：All rebates of guest charges should be supported with rebate vouchers and proper authorization.所有客人費(fèi)用的扣減須有扣減單及相應(yīng)的授權(quán)。PROCEDURES 程序： 客人因?qū)M(fèi)用質(zhì)疑而產(chǎn)生的減免操作如下： The Procedures of refuse payment as bel

3、ow:任何此類情況的減免至少需要得到賓客服務(wù)經(jīng)理的批準(zhǔn)。GSM level or above approval is required on such rebate . 在Rebate Voucher上面寫明客人拒付的原因（英文）并附上相應(yīng)的supporting 并在相應(yīng)的位置填寫經(jīng)手人簽字，客人姓名，房號(hào)，日期及金額等內(nèi)容。 Record the detail reasons on rebate voucher ( English Version ) and attach supporting accordingly. Fill in relevant information ( Prepa

4、red By , Guest Name , Room No., Date, Amount, Guest Signature and Approved By ) 請(qǐng)客人在賓客簽名處簽字。 Guest Signature is required. 最后由經(jīng)理在批準(zhǔn)人處簽字。(GSM可批準(zhǔn)五百元人民幣以下的減免；人民幣五百元以上的減免需要得到前廳部經(jīng)理的批準(zhǔn)：人民幣兩千五百元以上的減免需要得到房務(wù)部總監(jiān)的批準(zhǔn)；人民幣一萬(wàn)元以上的減免需要得到總經(jīng)理的批準(zhǔn)。) Approved By Management . (GSM can process a rebate up to the value of RM

5、B 500；For any rebates in excess of RMB 500 to RMB 2500 must be approved by FOM；For any rebates in excess of RMB 2500 to RMB 10000 must be approved by DOR；For any rebates more than RMB 10000 must approved by GM.)客人對(duì)餐飲收費(fèi)質(zhì)疑或因?yàn)椴蛷d收銀員操作錯(cuò)誤所導(dǎo)致的減免，需由餐廳收銀員將Rebate Voucher遞交至餐飲總監(jiān)處簽字，再遞交至前臺(tái)減免費(fèi)用，餐飲減免需附上相應(yīng)的餐飲賬單。對(duì)于

6、其他運(yùn)營(yíng)部門的減免，也需要得到相關(guān)部門總監(jiān)的簽字。 If the guest refuses to pay due to the F&B cashiers mistake, the F&B cashier need provide a rebate voucher with DFB signature, then deliver it back to FD to rebate. Other operation department as well. 由于人為操作失誤而產(chǎn)生的減免需要將事件描述提交至財(cái)務(wù)部,本部門保存事故報(bào)告記錄. Any income loss caused by human

7、mistake should attach incident description to Finance Department. Incident report should keep each department.白金卡和金卡會(huì)員住店期間可享受餐飲和豪華車租用20減免和洗衣15減免，服務(wù)費(fèi)和小費(fèi)除外。減免時(shí)應(yīng)分別減免到相應(yīng)的餐飲營(yíng)業(yè)點(diǎn)。銀卡會(huì)員住店期間可享受豪華車租用20減免，餐飲及洗衣15%減免。服務(wù)費(fèi)和小費(fèi)除外。減免時(shí)應(yīng)分別減免到相應(yīng)的餐飲營(yíng)業(yè)點(diǎn)。 Platinum card member and Gold card member enjoy 20% discount on F&B

8、and Limo service, 15% discount on laundry. Silver card member enjoy 20% discount on Limo service, 15% discount on F&B and Laundry. All above discount items excluding Service Charge and Tips. Each outlet charge should be rebated by relevant outlet code only.Package 減免操作如下： The Procedures of Package r

9、ebate as below: 在PMS里做減免的操作步驟: The Procedures of rebate in PMS. 打印賬單,賬單上需要體現(xiàn)出與此筆減免相關(guān)的所有帳目. Print out the billing , all relevant items should be recorded on the billing. 減免單按要求填寫完整 .如下圖所示. Rebate Voucher should be filled in as below picture : 在billing界面單擊 “Post”Select “Post” in billing function. 輸入相應(yīng)

10、的Code, Amount, 在Qty里輸入 -1 , supplement 里輸入減免原因, ( 例如, Wrong Posting, Package Rebate, Member Rebate.) , Reference里輸入Rebate Voucher 的單號(hào) . Key in correct Code , Amount , Key in rebate reason in supplement ( e.g. Wrong Posting, Package Rebate, Member Rebate.) , Key in Rebate Voucher No. in Reference. The relevant form should deliver to FC are,Re