酒店前厅前台接待服务手册 GSA-025 Currency Exchange 外币兑换

1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office 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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D025Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Currency Exchange外币兑换Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objective 目

3、标: To satisfy guest needs by providing accurate and convenient currency exchange services.向客人提供准确快捷的外币兑换服务而满足客人需要Procedures 程序:1. The Accounting Department updates the figures for currency exchange on a daily basis and they would forward to GSA Shift Leader for processing foreign currency exchange a

4、t Front Desk.财务部每日更新外币兑换汇率，之后将汇率表转给前台领班进行外币兑换服务。2. Currency conversion is for in house guests only. Non-house guests utilizing the hotel facilities may exchange currency and travelers cheque at the discretion of the DM or FOM.外币兑换服务只针对酒店客人。非住店客人需要在值班经理或前厅部经理的认可下使用酒店设备兑换外币。3. Obtain the foreign curre

5、ncy from the guest and ask their room number, complete the foreign exchange form. Ensure to double check the currency to prevent any breakage as it may not be credited by the bank.接到客人外币后询问客人房间号码，填写外币兑换单。确保钱币的完整，残缺的外币不被银行接受。4. When conducting travelers cheque exchange, A re-check must be done to ens

6、ure that it has been counter-signed and the signatures are the same and the travelers cheque have been dated. The counter-signing must be done in your presence - if not, ask the guest to sign the reverse of the cheque and double check again that the signatures match.兑换旅行支票时，需要保证客人是在台面上签署的名字并且要保证签名与旅

7、行支票的初签一致。客人必须在你的监督下签字-如果不是，需要客人在旅行支票背面重签并保证与初签一致。5. Inform the guest of the total amount in RMB.告知客人兑换后的人民币总数。6. Have the guest sign the bottom of the foreign exchange form in acceptance of the money you are paying out.请客人在拿钱的同时在外币兑换单下方签字。7. Count money in the sight of the guest and ensure all money

8、 MUST go through the Counterfeit Money Checker for preventing any conflicts regarding to the disputable of the currency.在客人面前点钱并确保所有纸币都通过验钞机的检验以避免因假币而引起的争执。8. Give guests a copy of the foreign exchange form as their receipt.将外币兑换单的其中一联给客人作为凭证。9. When we start running low on RMB, then an additional a

9、mount of RMB can be obtained from the Duty Manager. You will be required to sign out this money as per a normal float.但人民币不足时，可以从值班经理处取另外一笔人民币，同时做登记。10. At the end of each shift, GSA would then balance the shift as per normal shift close procedures. 每班次结束时，前台员工要按照正常程序清点。酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政

10、、总经办开业、入职、招聘、设计、程序、标准、SOP附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINAN