国际酒店前厅前台操作程序手册-SOP Rec 47 Shift end procedure

1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist TASK NO任务编号: 47TASK: Shift end procedure (Page 1of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work stationWHAT TO

2、 DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Classify bill foliosCalculate the amountPrint out reportCheck total amount of bill folios of each category FileCheck cash float Classify all bill folios, which have been printed out during the duty shift and guest checks/supporting in different category

3、according to the DEPARTMENT部门 code. Calculate the total amount of bill folios or guest checks/supporting under different DEPARTMENT部门 code. Attach the slip, which is printed out, from the calculator and show the total amount to the bill folios of each category.Print out “Ledger by DEPARTMENT部门 code”

4、report. Match all total amounts of bill folios or guest checks/supporting of each DEPARTMENT部门 code on the slip to the corresponding amount of each DEPARTMENT部门 code on “Ledger by DEPARTMENT部门 code” report.If not matches, check if some bill folio is missing or carelessness reason,e.g. wrong DEPARTME

5、NT部门 code is used when post in computer, more or less money is collected from guest, wrong change is given to guest or wrong credit card voucher is used.If matches file all bill folios, credit card vouchers, guest checks or supporting and “Ledger by DEPARTMENT部门 code” report.Check cash float to see

6、if the amount of cash in the cash float can match the amount of cash show on “Ledger by DEPARTMENT部门 code” report. For checking.For checking.For checkingEnsure the settlement of each DEPARTMENT部门 code are correctFor passing to Financial DEPARTMENT部门.Ensure the amount of cash in the cash float is alw

7、ays as same as the fixed amount set by hotel.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 47TASK: Shift end procedure (Page 2 of 2)EQUIPMENT REQUIRED

8、设备要求设备要求: Fidelio work stationWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Prepare for cash remittance Invite team leader to check RemittanceEnd of shift If not matches, check if wrong DEPARTMENT部门 code is used when post in computer, lend money to colleague during shift, more or less money i

9、s collected from guest or give wrong change to guest.If check cash float and confirmed cash amount in it matches the amount show on “Ledger by DEPARTMENT部门 code”, Close duty in computer and print out one “Close cashier report”a) If cash amount of cash float is over the fixed amount set by hotel, the

10、 over part should be drawn out and put in remittance envelop with “Close cashier report” to General cashier.b) If cash amount of cash float is shorter than the fixed amount set by hotel, it is only “Closed cashier report” should be put in remittance envelop. After checked by team leader and getting

11、approval, put bill folios, guest checks/supporting and “Ledger by DEPARTMENT部门 code” report together in the designated place for passing to auditor.Under security guards witness, drop remittance envelop into designated safe deposit box. Both front desk receptionist and Assistant Manager are requeste

12、d to sign on remittance record form. Check if any things needed be handed over to next shift, if no, finish the shift. All over part of cash should be passed to General cashier For collecting the short part of cash from General cashier For checked by auditorFor recordEnsure all follow up things has been handed over to keep our consistent serv