洲际酒店前台收银标准程序-精品Word下载.doc
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洲际酒店前台收银标准程序-精品Word下载.doc
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05Checkoutaguestwithcash 结账时使用现金
06Checkoutaguestwithcityledger 结账时挂账
07Checkoutaguest(P/Banotherinhsegst) 住店客人为另一住店客人付账
08Checkoutaguest(Group) 为团队结账
09Checkoutaguest(LongStaying) 为长住客结账
10Computerdown-timeprocedure 电脑系统无法使用时结账程序
11Checkoutaguest(Latecharge) 信用卡追帐
12Rebateprocedure 费用扣减程序
13Correctionprocedure 修改账目程序
14Foreignexchange(Cash) 兑换外币(现金)
15Foreignexchange(Travelerscheck)兑换外币(旅行支票)
16Cashadvance 现金付出程序
17Shiftendprocedure 收银员关帐程序
SHANGRI-LAHOTEL,SHENZHEN
STANDARDOPERATIONPROCEDURE
DEPARTMENT:
FrontOffice
JOBTITLE:
GuestServiceAssociate
TASKNO:
FD-CA.1(Page1of5)
TASK:
Checkoutguestwithcreditcard
结帐时使用信用卡
EQUIPMENTREQUIRED:
Fidelioworkstation/Billfolio/Cashrefundvoucher
WHATTODO
HOWTODO
WHY
1.Greetandwelcomeguest,offerhelp
问候
2.Inquireguestroomnumberandcollectguestroomkey
询问房号
3.Checksatisfactionofguest’sstaywithgust
4.InquireforMiniBarusage
询问客人是否有额外消费
5.Printoutbillfolio
打印账单确认账目
Initiatetogreetguestwithsmile:
“Nihao,Sir/Madam,MayIhelpyou.”
问候客人“您好,请问有什么能帮到您吗?
”
Politelyaskforroomnumberifguestrequesttocheckoutbysaying:
“MayIhaveyourroomnumber,please.”
客人要求退房时,礼貌询问客人房号
“Howwasyourstay,Mr./Mrs.XX”
Politelyaskforroomkeybysaying:
“Mr./Ms.XX.MayIhaveyourroomkey,please?
Ifguestnokeyholdingit,releasetheguest.Thenaskguestiftherewasanyadditionalchargeandifso,addtotheguestfolio.Bysaying:
”Mr./MsXXdoyouhaveanyminibarchargetodayorhavebookedlimousineservicetotheairport?
”
询问客人是否有额外的酒水或订车消费。
Printoutguestfolioforguestreviewbysaying:
Mr./Ms.Hereisyourbillfolio,wouldyoupleasecheckit?
打印出帐单让客人检查:
XX先生这是您的帐单请过目.”
Sinceritytobereadytoserveguestatfirsttimeandeverytime.
表现我们的真诚,礼貌的服务。
Getaccurateguestinformationcanguaranteepreciseservice.
得到准确信息
Savecost.Careabouthotelexpense.Showourcareaboutguest.
Toeliminateanylatechargesafterguestdeparture.
避免客人离店后追帐。
Avoidanydisputetoshowourprofessionalservice.
Regardguestdecision.
Domorefortheguest.
客人检查账单避免今后对账目发生疑问
PREPAREDBY:
APPROVEDBY:
DESIGNATION:
SIGNATURE/DATE
DESINATION:
FD-CA.1(Page2of5)
6.WithdrawguestregistrationcardfromRCbag
取出登记卡
7.Releasesafetydepositboxiftheguesthasaskedforthisservice.
退还保险箱
8.Confirmbalancewithguestandobtainguest’screditcard
结账方式
Withdrawguestregistrationcardswithcreditcardvoucher..
取出登记卡为结账作准备
Seethecheckoutmessage.
IftheC/Omessageisshowing:
“SD#123”thatindicatethatguesthassafetydepositboxwithus.
Bysaying:
“Mr./Ms.XX.Haveyouclosedyoursafetyboxwithus?
查看系统中退房留言,提醒客人退还保险箱
Ifguestdon’tclosesafedepositbox,kindlyinviteguesttofilloneAccessApplicationformandmeetyouinsafetydepositboxroomtoclosethebox.
按照退还保险箱程序,帮客人退还保险箱。
Checkwithguestifheispayingwiththesamecreditcardwhichhasgivenuponcheckinornot.(Copyvoucherattachedtoregistration
card.).Bysaying:
“Wouldyouliketousethesamecreditcardornot?
确认是否使用入住时所压信用卡结账
Toremindguesttoreleasethebox.Alertguestnottoforgetiteminhotelafterdeparture.
提醒客人离店时不要忘记取走所有物品
Putguestatfirstposition;
nevermakedecisioninsteadofguest.
尊重客人,不要替客人做决定
FD-CA.1(Page3of5)
Fidelioworkstation/Billfolio/Ca
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