国际酒店前厅管理手册Front Office Reception-RM-FO-GS-06-02 Acceptable Payment

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-06-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Acceptable Payment 可接受付款方式_OBJECTIVE目的：Each guest account must have a collectible method of payment taken at time of registration

3、; therefore all guests who check in to the Hotel must be asked how the account will be settled at the end of their stay每位客户都必须在入住登记时建立一种结账方式，当客人入住时必须询问客人在离店时以何种方式付款。POLICY政策：GSAs must understand the hotel acceptable payment so guests are not delayed upon check out.每位员工必须清楚理解酒店可以接受的付账方式以确保酒店收到相应的收入，避

4、免结账时耽误客人时间。PROCEDURES 程序： Credit Card信用卡1. Normally, the authorization code and the amount authorized would have already been obtained upon check in and attach the receipt on the registration card. If the folio amount exceeds the previous authorized amount, another authorization code has to be obtai

5、ned.需要在办理入住时在信用卡上获取相应的授权号码和授权金额，并和登记单钉在一起。如果消费金额超过已经授权的金额，必须再次获得授权。2. The authorization code, amount, credit card number, credit type and expire date must be entered into Opera system after check in. 客人登记入住后信用卡的号码，信用卡的种类，有效期，授权号码及授权金额等信息均需输入电脑。3. Use “Off Line” function on the credit card machine up

6、on the guest check out, after the guest sign on the receipt, the copy of guest receipt must give to the guest.客人结账时，在刷卡机上通过预授权确认功能为客人结账，客人在单据上签字后，一定要将客人联返还客人。4. Ensure that the signature on the Registration Card is the same as on the back of the Credit Card before returning the card to the guest. 在将

7、信用卡还给客人前必须确保他在登记卡上的签名与信用卡背面的签名一致。5. Double check the expiry date on the credit card.再次检查信用卡的有效期限。 Cash 现金1. The guest folio will act as receipt unless an official receipt is requested by the guest.一般情况下客人账单可以作为发票使用，除非客人另行要正式的发票。2. Post the appropriate amount as a cash transaction which will zero the

8、 account balance.将现金入账使账目余额为零。3. Print the folio with the zero balance which can now act as a receipt.打印余额为零账单作为发票。Check支票1. Personal check, overseas check and overseas company is NOT accepted.私人支票,海外支票或海外公司的支票不接受。2. Company check could accept, exception must be approved or guaranteeby following;公司支

9、票可接受，仅限以下职位批准或担保:Approve by; 批准 General Manager总经理 总经理 Dir. Of Finance 财务总监 Credit Manager 信贷经理Guarantee by: 担保 Dir. Of Marketing 市场销售总监 Dir. Of Sales 销售总监 Dir. Of Events 会议销售总监Accommodation Voucher旅行社凭证1. If a voucher from a travel agent or airline has been accepted on check in, ensure that all the

10、 appropriate charges are posted to the master account. 如已经取得了旅行社的有效凭证，确保所有的费用挂到相应的账户。2. If the guest has incurred any other incidental charges such as telephone, bar or Business Centre charges they would normally be paid by the guest directly. This would normally be by cash or credit card and the pr

11、ocedures listed above must be adopted. 客人自己产生的杂项消费通常由客人自己支付，通过现金，信用卡等付款方式，遵从上面程序操作。3. The master account must be printed out, the folio checked out and the voucher attached to a copy of the folio and added to the bundle for night audit.总账必须打印出来，和旅行社的有效凭证一起投财务。Billing to Company 公司付费1. For those foli

12、os which are to be settled by a Company, prior identify whether Credit facilities have already been approved at the Hotel.由公司付费的预订，需提前确认该公司和酒店有信贷关系。2. The folio will contain the Companys name and address and the billing instruction letter/fax must be attached to the folio. If the folio and billing i

13、nstructions are in order, the guest will be asked to sign the folio. A copy of the folio will be sent to the Company by the Finance Dept. processes their accounts receivable bill. 账单上要显示公司名称，地址及穿着，如有必要，需要求客人在账单上签字，财务部门将传真账单到公司跟进后续付款事宜。3. All the individual receipt must attach with folio.所有收据必须和账单附在一起4. If prior arrangements have not been made and the guest requests that the bill or folio be charged to the company, approval must