國際酒店前廳管理手冊前臺接待14-01 外幣兌換Foreign Exchange

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(diǎn)。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(yùn)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(yùn)作的政策和程序，確保前廳部運(yùn)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(yùn)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-14-01Effective Date:Division:Front Office前廳部Revised Date:Section:ReceptionPrepared by : Approved by 批準(zhǔn)人:SUBJECT:Foreign Exchange 外幣兌換_OBJECTIVE目的：Foreign Currency Exchange is only offer to hotel in-house guest.外幣兌換服務(wù)只能提供給住店客人POLICY政策：F

3、oreign currencies must not be issued in exchange for local currency. It means “One Way” exchange.根據(jù)本地法規(guī)在酒店內(nèi)不提供人民幣兌換外幣的服務(wù)，也就是只能將外幣兌換成人民幣的“單向兌換”服務(wù)。PROCEDURES 程序： When guest asks for foreign currency exchange, present the foreign currency Exchange Rate當(dāng)客人要求兌換外幣時，向客人出示兌換牌價?！癎ood morning/afternoon, Mr. /

4、 Ms. XXX, How may I help you?”“早上好 / 下午好 / 晚上好，XXX先生/女士，有什么可以幫您的 嗎？”What kind of currency would you like to exchange?”“請問您想兌換哪種外幣？”“Todays exchange rate is USD100 equal to RMB800.”“今天的外幣兌換牌價是100美金兌換800元人民幣?！盡aximum amount of foreign currency exchange per room per day is equal to USD500.每間房每天外幣兌換量最多為

5、500美金或者等值外幣?！癏ow much US dollars would you like to change?”“XXX先生/女士，請問您總共想換多少美金？”“Sorry, Mr. /Ms. XXX, I am afraid that the Maximum exchange is USD500 for each room per day.” “抱歉，XXX先生/女士,每間房每天我們最多能兌換的外幣等值量是500美金Carefully count the currency to ensure that it is the amount guests ask for foreign cur

6、rency exchange. Present the Foreign Currency stated. If it doesnt correspond to the amount mentioned, query the amount with the guest. Do not put the money away until this is resolved. Verify the currency according to the currency identification Procedure.當(dāng)著客人的面仔細(xì)清點(diǎn)外幣金額，確保收到貨幣的金額要和客人要求兌換金額一致。如果金額與客人

7、兌換金額不一致，應(yīng)立刻詢問客人。在交易未完成前不要將外幣放入現(xiàn)金抽屜，以免發(fā)生誤會。根據(jù)外幣鑒別程序?qū)ν鈳胚M(jìn)行查驗外幣。Complete the Foreign Exchange Memo for the guest to sign. You must write down this information:填寫外幣兌換水單請客人簽字。在填寫水單時，需注意填寫以下內(nèi)容：The guest name and room number客人姓名和房號The date日期Nationality國籍Room No.房號 Passport Number護(hù)照號碼The amount of foreign cu

8、rrency外幣金額The exchange rate兌換率The amount equal to RMB兌換成人民幣金額Currency Series No.外幣序列號Stamped the Banks chop on the voucher在水單上加蓋銀行章“Mr./Ms. XXX, the total amount is RMB XXX. Would you please to sign on the Exchange Voucher?” “XXX先生/女士，兌換成人民幣總數(shù)是XXX. 麻煩您在兌換水單上簽名確認(rèn)?！盓nter the amount of foreign currency

9、 into Opera; use Opera to calculate to minimize errors將外幣金額輸入電腦，用系統(tǒng)外幣功能來計算兌換金額，以減少錯誤。Place the money in the foreign currency drawer.交易完成后立刻將外幣放入抽屜。Unlock the cash drawer and count the exact local currency twice in front of the guest. One is by Money count machine, then count the money by manual.當(dāng)面分兩

10、次清點(diǎn)相應(yīng)的本地貨幣，一次用點(diǎn)鈔機(jī)，一次人工清點(diǎn)。Hand over money to guest while counting it in front of him/her gives one copy of the form as receipt.向客人當(dāng)面清點(diǎn)現(xiàn)金后，將現(xiàn)金和一聯(lián)水單交給客人?！癕r./Ms. XXX, you totally exchanged USD100, according to todays exchange rate, I should give you RMB800. This is the money and exchange voucher, pleas

11、e have a check.”“XXX先生/女士，您總共兌換100美金，根據(jù)今天的牌價，我們要給您800元人民幣。這是您的現(xiàn)金和水單，請收好?！盕arewell the guest.向客人告別。“Mr./Ms. XXX, Is there anything else that I can do for you?”“XXX先生/女士，這邊手續(xù)已經(jīng)幫您辦妥了。請問還有什么能您效勞的嗎？”“Have a nice day, Mr./Ms. XXX.”“XXX先生/女士，祝您今天過得愉快！”Place one copy of the form in the cash drawer.將外幣和水單放入備

12、用金抽屜。Lock the cash drawer.鎖好備用金抽屜。If foreign currency is required to settle the guests account follow the following procedure:如果客人用外幣付賬，需按照以下程序進(jìn)行：Calculate the amount of foreign currency required, to the nearest RMB amount, to settle the account.為客人計算付賬所需兌換的外幣金額。Ask the guest for that amount and follow the procedure above.請客人拿出相應(yīng)的外幣金額，按照上面提到的程序兌換。Retain the amount required to settle the account and place this amount in your own cash drawer.保留付賬所需金額，放在抽屜內(nèi)Return the zero balance account copy to the guest along with the forei