酒店前厅前台接待服务手册 GSA-037 Cashier’s remittance of cash receipts 收银员现金收入

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-D037Effective 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Cashiers remittance of cash receipts收银员现金收入Approved By 批准人: General Manager总经理Distribute to分发:Front Desk

3、Page 3 of 2Objective 目标: To secure the hotels cash receipts and ensure they are remitted to General Cashier intact for depositing into the hotels bank account.保证酒店的现金收入，确保现金准确无误地进入到酒店的银行帐户中。Procedures 程序: 1. At the end of each shift, each Guest Service Agent has to print out the Cashiers Summary Rep

4、ort to reconcile the balance of cash on hand against the Total Cash Receipts for the shift.每个班次下班时，每位前台员工均需打印收款员报表根据当班所有的现金帐目确认现金及帐目的平衡准确。2. Except for the permitted cash float, all cash must be put into the Cashiers Remittance Fund Envelope (Attachment 1) with details of the contents noted on the F

5、und Envelope.除有许可的现金流量外，所有现金必须存放在缴款袋中（附件1）并将收入细节在缴款袋表面写明。3. For any discrepancy, whether overage or shortage, explanation must be written on the Cashiers Remittance Fund Envelope before it is sealed, signed and deposited into the night drop safe at Front Office with a witness preferably security.如果出

6、现差错，无论是长款还是短款，需要在封袋前要在缴款袋上注明原因。之后相互监督，将缴款袋投入到前厅部保险箱中。4. All official receipts issued should be attached to the related folio or checks and submitted together with the daily checks to the Finance Department.所有相关帐目明细及支票收入同时交到财务部。5. The Guest Agent should also balance all his/her paid checks with the s

7、ummary before forwarding all these checks to the Finance Department.所有前台员工在交帐前需要将自己的当班帐目做总结。6. Under no circumstance may any cash, except the cash float, not be put into the Cashiers Remittance Fund Envelope and remitted to General Cashier.没有现金帐目时，就没有必要投缴款袋并上缴总出纳。7. In case of any indecisive circums

8、tance, Guest Service Agent should seek for advice and assistance from Guest Service Shift Leader and in her/his absence, Guest Service Officer should then report to Reception Manager/FOM/DOR for the problems or difficulties encountered before he/she can release himself/herself from duties and leave

9、the hotel.如有违反财务规定的，前台员工需要在领班不在的情况下请示领导，并在员工下班离开酒店前向前台经理，前厅部经理，房务总监汇报。酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、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-FINANCIAL DEPAR