国际酒店总台收银制度与程序(上传).doc

XXX 国国际际酒店制度与程序酒店制度与程序 XXX Hotel Policy hand the envelop to guest with two hands.Say,“Mr/Ms.Here is your bill folio.“ 19、Confirm with guest if they need any else help,say“Mr./Ms.XX,Is there anything else I can do for you.“ 20、Bid fare well guest,saying.“Mr,/Ms,Thank you for your staying in Jinjang Shenzhen Airlines Hotel,we wish you to come back again and have a pleasant trip.“ 21、Attach guest registration card, deposit paid out voucher, both guest and Front desk copy of deposit receipt and bill folio together. XXX 国国际际酒店制度与程序酒店制度与程序 XXX Hotel Policy & Procedure 制度名称制度名称 Title Check out guest with transferring 编编号号 Ref. Code RM-01-02-C0012 执执行行职职位位 Position Fo Cashier涉及部涉及部门门 Dept. Concerned 政策制定人政策制定人 Prepared By 执执行日期行日期 Effective Date 酒店酒店经经理批准理批准 HM approval 抄送：抄送： Report To 政策目的政策目的 POLICY PURPOSE 制度及程序制度及程序 Policy & Procedures 1、Initiate to greet guest with smile,say,“Good morning/Good afternoon/Good evening,Sir/Madam,May I help you.“Keep body straight up and eye contact. 2、If guest claim to check out,say,“Sir/Madam,May I have your room number and room key, please. 3、Confirm name with guest. 4、Inform the Housekeeping to check the guest room. 5、Politely ask guest“Mr/Ms.xx.Do you use your mini bar in your room last night. “If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. 6、Check if one liability form of payment attached to cither of two rooms registration card. 7、If there is no liability form signed in advance, politely explain to check out guest that one liability form needed to be signed by paying guest.Say,“Mr./Ms.XX,would you please invite Mr/Ms,YY to sign one liability form for your room charge transferring.“ 8、Clearly and friendly explain guest bill folio to paying guest 9、Kindly invite paying guest to sign one Liability form and checking out guest sign on his/her own bill folio. 10、If liability form is acceptable, print out one bill folio for guest. 11、Confirm balance with guest, if balance is credit,say,Mr/MsXX,your credit balance is RMBXXXX,Am I right. 12、Politely invite guest to sign on bill folio 13、If we have record that guest still hold one safe deposit box, inform guest to close the box. 14、Confirm with guest if they need any else help.say“Mr/MsXX.Is there anything else I can do for you. 15、Bid fare well guest saying “Mr./Ms, Thank you for your staying in Jinjiang Shenzhen Airlines Hotel, we wish you to come back again and have a pleasant trip.“ 16、Transfer part or full of charge to receivers room account according to guest instruction. 17、Check out guest folio in computer immediately, and file bill folio, Cash refund voucher, guest registration card together well 18、File check out guest registration card, guest checks and bill folio signed by receiver well in receivers room bucket. XXX 国国际际酒店制度与程序酒店制度与程序 XXX Hotel Policy & Procedure 制度名称制度名称 Title Billing Instruction Handing Procedure 编编号号 Ref. Code RM-01-02-C0013 执执行行职职位位 Position Fo Cashier涉及部涉及部门门 Dept. Concerned 政策制定人政策制定人 Prepared By 执执行日期行日期 Effective Date 酒店酒店经经理批准理批准 HM approval 抄送：抄送： Report To 政策目的政策目的 POLICY PURPOSE 制度及程序制度及程序 Policy & Procedures 1、Guest A pays for guest B by cash or Credit Card. Both guests are in different rooms. 2、Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms edtimated consumption. 3、Politely invite guest A to sign one liability form which should include the following items, *Guest As(Payers) declaration claues *Guest Bs name and room number *Guest As room number and signature. 4、If paid by the Credit Card, take imprint of the credit card on the liability form. 5、Non-registered guest A pays B for in house guest B by cash. Politely invite guest A to sign on the liability form. 6、Non-registered guest A pays for in-house guest B by credit card. Take the imprint of Guest As Credit Card with one blank credit card voucher. And also take the imprint of Credit Card on guest Bs registration card and liability form. 7、Politely ask for guest As I.D. card or passport and note down the number. 8、And also invite guest A to sign on the Credit Card voucher and liability form. 9、Write down the notice on the registration card and key in the notice in the different situation. 10、Put liability form into the guest account folio. XXX 国国际际酒店制度与程序酒店制度与程序 XXX Hotel Policy & Procedure 制度名称制度名称 Title Posting guest Charges编编号号 Ref. Code RM-01-02-C0014 执执行行职职位位 Position Fo Cashier涉及部涉及部门门 Dept. Concerned 政策制定人政策制定人 Prepared By 执执行日期行日期 Effective Date 酒店酒店经经理批准理批准 HM approval 抄送：抄送： Report To 政策目的政策目的 POLICY PURPOSE 制度及程序制度及程序 Policy & Procedures 1、Expenses incurred by the guests at the various outlets during their stay in the hotel are recorded on the F&B checks/charge vouchers used in the outlets. These checks ate sent to night audit for filling. Since all outlets are interfaced to the Opera Front Office System, all guests F&B charges are automatically posted to the room accounts. In some instances some charges may have to be manually posted. 2、All hotel outlets bill will be posted through Micros directly. 3、Upon receipt of such checks, the FO Cashier must post the charges immediately to the guest folio/account. 4、All guest checks received for manual posting will be time stamped upon receipt 5、The FO Cashier must ensure that the checks are posted to the correct guest account by checking the guests name in the computer system. If the name of the guest on the check is not legible, the signature must be compared to the signature on the registration card 6、In carrying out the posting, the FO Cashier must enter the correct transaction code, which distinguishes the checks from various F&B outlets and minor operating departments 7、After posting, the checks must be stamped “POSTED“ to ensure that they will not be posted again. 8、FO Cashier must stamp the time and initial on the vouchers upon receipt. 9、Vouchers with two copies must be separated. The original copy is to be filed with the guest registration card in the bucket. The duplicate copy is to be kept by the Cashier and sorted by type of charge for shift balance. 10、Negative posting with similar transaction codes to avoid an earlier mistake that you made can only be performed that same shift. 11、Postings after close shift can only be rebated. XXX 国国际际酒店制度与程序酒店制度与程序 XXX Hotel Policy & Procedure 制度名称制度名称 Title Shift audit编编号号 Ref. Code RM-01-02-C0015 执执行行职职位位 Position Fo Cashier涉及部涉及部门门 Dept. Concerned 政策制定人政策制定人 Prepared By 执执行日期行日期 Effective Date 酒店酒店经经理批准理批准 HM approval 抄送：抄送： Report To 政策目的政策目的 POLICY PURPOSE 制度及程序制度及程序 Policy & Procedures 1、Print the report by department code for your cashier no. 2、Verify all postings together with reference