五星级酒店前台收银标准工作程序0001

1、0102030405060708091011121314151617前台收银标准工作程序Check out a guest with credit card结账时使用信用卡Check out a guest with deposit refund结账时退还押金Check out a guest with transferring结账时转账Check out a guest with foreign currency结账时使用外币Check out a guest with cash结账时使用现金Check out a guest with city ledger结账时挂账Check out a

2、 guest ( P/B another in hse gst)住店客人为另一住店客人付账Check out a guest ( Group )为团队结账Check out a guest (Long Staying )为长住客结账Computer down-time procedure电脑系统无法使用时结账程序Check out a guest ( Late charge )信用卡追帐Rebate procedure费用扣减程序Correction procedure修改账目程序Foreign exchange (Cash)兑换外币 （现金）Foreign exchange (Travele

3、rs check)兑换外币 （旅行支票）Cash advance现金付出程序Shift end procedure收银员关帐程序STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 1 of 5 )TASK: Check out guest with credit card结帐时使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refu

4、HOW TO DOnd voucherWHY1. Greet and welcomeguest ,offer help问候2. In quire guest room n umber and collect guest room key 询冋房号3. Check satisfacti on of guests stay with gust4. In quire for Mini Bar usage 询问客人是否有额外消费5. Prin t out bill folio打印账单确认账目In itiate to greet guest with smile: Ni hao, Sir/Madam,

5、May I help you.问候客人“您好，请问有什么能帮 到您吗？”Politely ask for room n umber if guest request to check out by saying: May I have your room n umber, please”客人要求退房时，礼貌询问客人房 号How was your stay , Mr./Mrs.XX ”Politely ask for room key by say ing:Mr./Ms. XX. May I have your room key, please?”If guest no key holdi ng

6、 it, release the guest. Then ask guest if there was any additional charge and if so, add to the guest folio. By say in g:” Mr. / Ms XX do you have any mini bar charge today or have booked limous ine service to the airport?”询问客人是否有额外的酒水或订 车消费。Print out guest folio for guest review by say ing:Mr./Ms.

7、Here is your bill folio, would you please check it?打印岀帐单让客人检查：XX先生 这是您的帐单请过目.”Sin cerity to be ready to serve guest at first time and every time.表现我们的真诚，礼貌的服务。Get accurate guest in formati on can guara ntee precise service.得到准确信息Save cost. Care about hotel expe nse. Show our care about guest.To elim

8、 in ate any late charges after guest departure.避免客人离店后追帐。Avoid any dispute to show our professi onal service.Regard guest decisi on.Do more for the guest.客人检查账单避免今后对账目发生 疑问PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front

9、OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 2 of 5 )TASK: Check out guest with credit card结帐时使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY6. Withdraw guest registrati on card from RC bag取出登记卡7. Release safety deposit box if th

10、e guest has asked for this service.退还保险箱8. Con firm bala nee with guest and obta in guests credit card 结账方式Withdraw guest registrati on cards with credit card voucher.取岀登记卡为结账作准备See the check out message.If the C/O message is show ing: SD#123 that indicate that guest has safety deposit box with us.

11、By saying: Mr./Ms. XX. Have you closed your safety box with us?” 查看系统中退房留言，提醒客人退还保险箱If guest dont close safe deposit box, kin dly in vite guest to fill one Access Applicati on form and meet you in safety deposit box room to close the box.按照退还保险箱程序，帮客人退还 保险箱。Check with guest if he is pay ing with the

12、 same credit card which has give n upon check in or not. (Copy voucher attached to registrati on card.). By saying: Would you like to use the same credit card or not? 确认是否使用入住时所压信用卡 结账To rem ind guest to release the box. Alert guest not to forget item in hotel after departure.提醒客人离店时不要忘记取走所有 物品Put g

13、uest at first position; never make decisi on in stead of guest.尊重客人，不要替客人做决定PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 3 of 5 )TASK: Check out guest with credit card结帐时使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdel

14、iowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY9. Ask guest to sig n in the credit card slip and settle it into system.结账If yes, check if approval amou nt of credit card is en ough amou nts to cover guest con sumpti on. If not, refer to EDC machi ne, use authorization function to get appr

15、oval amou nt. If yes, refer to EDC machi ne to use OFF-LINE fun cti on to settle bill with approval. 如使用同一信用卡，检查授权是否 足够。如果不够，使用ED(系统要 足够授权。如果授权足够，使用EDC 系统作离线交易。If change to another credit card, collect card and check its valid date to see if it is expire and follow EDC mach ine procedure.The previou

16、s credit card approval code should be can celed by fax to the Bank.如改为另一信用卡，首先检查信用 卡，再根据ED系统使用步骤结账。 入住时所压信用卡授权根据相应 步骤取消。Ask guest to sig n on the credit card slip. After guest sig n on the slip, check the sig nature to see if its match with specime n or no t. If not, ask guest to sig n aga in, if it

17、s still can not match, refer to Service Man ager.En sure credit card is useful.Care about guest ben efit andFollow the Bank policy. 确保信用卡有效。En sure the credit card is bel ong to guest. Care about hotel ben efit.确保更换的信用卡属于此客人PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPARTMENT: Front Office

18、JOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 4 of 5 )TASK: Check out guest with credit card结帐时使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY10. Pri nt out o ne bill folio with zero bala nee.打印总额为零账单11.I ssue Chin ese officialin voice给

19、客人发票12. Check If guest need transportation arrangement与客人确认疋否需要订车。请客人在信用卡单上签字，核对卡 单和信用卡背面签名样式是否一 致。如登记单签名与信用卡签名 样式不符，请客人再签和登记单相 同的签名。如不符，通知服务经理。Post credit charge into computer to make bala nee to zero and check out room in computer.使用相应信用卡在系统中入账使 总额成零，在系统中退房。Print out one bill folio with zerobala n

20、ee for guest review, say:Mr./Ms. XX. Here is your updated bill folio for your double checking. ” 给客人打印总额为零的账单Retur n credit card to guest as well as customer copy of credit card and first copy of bill folio and Chin ese in voice to guest. Use two hands pass above items to guest.给客人账单和信用卡卡单Politely a

21、sk if guest n eed any tran sportatio n arran geme nt. For example you can ask the guest by saying: would you need to book a car for you?与客人确认疋否需要订车，请冋您需要订车吗？”En sure all charge has bee n settled in computer.确保在系统中退房For guest refere nee.客人今后参考An ticipate guest request show our sin cerely welcome to g

22、uest.预见客人需要，关心客人PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1( Page 5 of 5 )TASK: Check out guest with credit card结帐时使用信用卡EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY13

23、. Check if guest n eed to make n ext visit book ing or not 与客人确认是否需要预订下 次的房间。14. Ask bellboy to assist guest to get a tran sportati on让行李生帮客人叫车15. Bid Farewell欢送客人16. File all materials.整理资料For example you can ask the guest by saying: Do you need to book a room for your next visit? ”“请问您需要我们帮您预订下次 入

24、住的房间吗？”This way please.”“您这边请。”End check ing out by say ing;Thank you for stay ing with us. Mr./Mrs. We wish see ing you aga in. Have a pleasa nt trip.在最后跟客人说“感谢您选择香格 里拉，XX先生/小姐，期待能再次 为您服务，祝您旅途愉快！”File guest registrati on card, voucher, bill folio etc. well.将所有资料整理归类。Last impressi on is lasti ng imp

25、ressi on. Asia n hospitality is our key prin ciple to serve guest.给客人留下良好的最后影响An ticipate guest request to show our genuine and con siste nt service.预见客人需要，关心客人All there materials will be passed to finan cial departme nt for check ing.所有资料将交财务部PREPARED BY:APPROVED BY:STANDARD OPERATION PROCEDUREDEPA

26、RTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page1 of 5 )TASK: Check out guest withdeposit refu nd结帐时退还押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY1. Greet ing and welcome guest ,offer help问候2. In quire guest room n umbe

27、r and collect guest room key 询冋房号3. Check satisfacti on of guests stay with gust询问客人满意度4. In quire for Mini Bar usage 询问客人是否有酒水消费In itiate to greet guest with smile:Ni Hao, Sir/Madam, May I help you?微笑着问候客人：“您好，先生我 能帮您什么吗？“If guest wants to check out, say: Sir/Madam, May I have your room n umber?如果客

28、人要求结帐离店，说： 先生，请问您的房间号？Politely collect guest room key for recycli ng.有礼貌地问客人回收钥匙.“ How was your stay, Mr./Mrs. XX“ XX先生/小姐，请问您住得愉快 吗？”Politely ask guest: Mr./Ms. xx Do you use your mini bar in your room today? If yes, post the charge in computer.有礼貌地询问客人：XX先生，今天 您用过MINIBAR吗？如果用过，将消费输入电脑。In itiate to

29、 greet guest to show our courtesy and sin cerity to be ready to serve guest at each and every time. 礼貌地，真挚地问候客人表现出我 们随时准备为客人提供优质服务To get accurate guest in formati on and it can help us to provide precise service.知道了客人的准确信息以便提 供准确的服务.Save cost care about hotel expe nse. 为酒店控制成本与花费.Avoid any late char

30、ge after guest departure, use our politely manner to show our courtesy and respect to guest. Demon strate our hon esty on guest.避免客人走后产生一些漏帐错 帐同时用礼貌的态度表现岀我们对 他的诚挚与尊敬.以表明我们对客 人的真诚.PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT:

31、 Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page 2 of 5 )TASK: Check out guest withdeposit refu nd结帐时退还押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY5.Print out bill folio打印帐单。5. Withdraw guest registrati oncard from bucket取出登记卡

32、.6. C on firm bala nee with guest与客人确定实际消费金额.7 Collect deposit receipt收回预付定金收据.Print out guest folio for guest review by say ing:Mr./Ms. Here is your bill folio, would you please check it? 打印岀帐单让客人检查：XX先生 这是您的帐单请过目Draw out guest registrati on card from guest bucket ready for guest check ing.取岀登记卡为结帐

33、做好准备。Con firm bala nee with guest, if bala nee is credit, say: Mr./Ms.XX. Your credit bala nee is RMB 310 which will be refun ded to you, am I right?与客人确定他的实际消费金额., 如果余额是负数，就问：XX,先生，我们将退还 RMB 310 给您，对吗？”Politely collect deposit receipt from guest if guest loss copy of receipt , copy guest ID card an

34、d ask guest to sign on the folio with the note loss deposit receipt” , check and compare with Registration card sig nature, obta in guests mobile n umber for future con tactLet guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service.让客人检查可避免一

35、些不必要 的争议，希望客人在我们真挚友善 的服务下能倍感愉快.Prepare all n ecessary materials well in case guest want double check, an ticipate guest request to show our genuine service.准备好所有必要的资料以便客 人想再确认一遍表现我们真诚的服 务Respect guest decisi on right, let guest feel our humility andSelf esteem.让客人判断正确与否，使其感到 我们的谦逊与对他的尊敬.Avoid unn ec

36、essary dispute in future. Show we accurate on accou nting procedure.避免将来不必要的争议，并显示我 们正确地执行财务程序.PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA.2( Page 3 of 5 )TASK:

37、Check out guest withdeposit refu nd结帐时退还押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY8. Print out Pay out form.打印现金支款凭证.9. In vite guest to sig n on paid out form.请客人在现金退款凭证上 签字.If not the guest who paid the deposit upon check in come to pick up the

38、 receipt, we can not refu nd the money to him.有礼貌地从客人处收回定金收 据如客人不慎遗失，复印客人证件 确认身份，请他在帐单注明“押金收据丢失“，并签名，尽量请客 人留下联系电话以便日后联系与 登记卡上的签字相核对。如果不是 客人本人我们不能将钱退还。.If guest agree the amou nt on bill folio, print out payout form from the system.如果客人对帐单没有任何异议， 打印Pay out账单。If guest have no doubt on guest bill folio

39、, politely in vite guest to sig n on the pay out form.Use a closed palm to point out where guest should sig n.如果客人对帐单没有任何异议，用 手为客人指明签名的地方， 请客人签字.All cash refund should be writte n ack no wledged by guest.Help guest to sig n pay out form can avoid guest feel con fused to look for sig n area, this can

40、 let guest feel our helpfu ln ess, genuine and humility service.所有现金退款都需得到客人的认 可。指点客人如何签名，避免其不知 所PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page 4 of 5 )TAS

41、K: Check out guest withdeposit refu nd结帐时退还押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY10. Coun ti ng cash for guest.清点现金给客人.11. Pri nt out the zero bala nee folio to guest.将余额为” 0”的帐单打印岀来交于客人12. Issue Chin ese officialinv oice提供发票给客人。Carefully but

42、 efficie ncy cou nt cash which should be refu nd to guest and hand it over to guest one by one.迅速仔细地当着客人的面一张 一张清点现钞，然后交给他.Check out guest folio in computer immediately to bala nee the bill to zero, and file bill folio, pay out form, deposit receipt, guest registration card together well. 结掉客帐，将帐单，登记

43、卡，押金 收据，退款凭证整理好放在一起.Pack the zero bala nee folio well and put it in check out en velop to prese nt to guest with smile.将余额为” 0”的帐单折好放在信封 内,面带微笑地用双手交给客人.For Chin ese guests, provide official in voice and put the chop on both bills.如果是国内的客人，要提供发票给客人并在双方的帐单上盖章。Clearly cou nt amou nt of refu nd cash to

44、show our hon esty service and use Asia n hospitality to show our car ing about guest money accuracy.显示我们殷勤好客的宗旨，并保证 现金数目的准确.Provide efficie ncy service to delight guest.Avoid to forget to check out guest room in computer which will cause loss of hotel room reve nue at every time.提供有效的服务取悦客人，防止在 系统中忘

45、记结清房帐导致收入损失PREPARED BY:APPROVED BY:DESIGNATION: SMSIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 2( Page 5 of 5)TASK: Check out guest withdeposit refu nd结帐时退还押金EQUIPMENT REQUIRED: Fi(WHAT TO DOdeliowork

46、 statio n/Bill folio/Cash refuHOW TO DOnd voucherWHY13. Check If guest need transportation arrangement 与客人确认疋否需要订车。13. Check if guest n eed to make n ext visit book ing or not 与客人确认是否需要预订下 次的房间。14. Ask bellboy to assist guest to get a tran sportati on让行李生帮客人叫车15. Bid Farewell欢送客人16. Ask service lead

47、er to sig n the paid out form通知当值领班签署现金支款 凭证.17. File all materials.整理资料Politely ask if guest n eed any tran sportatio n arran geme nt. For example you can ask the guest by saying: would you need to book a car for you?与客人确认疋否需要订车，请冋您需要订车吗？”For example you can ask the guest by saying: Do you need to

48、book a room for your next visit? ”“请问您需要我们帮您预订下次 入住的房间吗？”“ This way please. ”您这边请.End check ing out by say ing;Thank you for stay ing with us. Mr./Mrs. We wish see ing you aga in. Have a pleasa nt trip.最后跟客人说：“感谢您选择香格 里拉，期待能再次为您服务，祝您 旅途愉快！”Inform Leader to sig n on voucher for approval as per hotel

49、finan cial policy在填妥Paid-out form立即请 当领班签字File guest registrati on card, voucher, bill folio etc. well.将所有资料整理归类。An ticipate guest request show our sin cerely welcome to guest.预见客人需要，关心客人An ticipate guest request to show our genuine and con siste nt service.预见客人需要，关心客人All deposit refu nd should be approved by Duty Man ager.所有现金退款必须由当值领班签名 确认All there materials will be passed to