国际酒店前厅部前台接待—SP-RM-FO-REC-A603 外币兑换Foreign currency exchange

1、酒店管理之家国际酒店前厅部前台接待服务程序前台是展示公司的形象、服务的起点。对于客户来说，前台是他们接触我们公司的第一步，是对公司的第一印象，是非常重要的。烟花美文网小编整理了公司前台接待的工作流程，希望大家有所收获!前台接待，又叫“行政前台”，与“行政后台”对应，归属公司行政部管辖，它是现代企业典型职位之一，属于面向于公司外部的公司门面，代表着企业的形象，必须形象气质佳，由于此岗位需要值班，不得脱岗，故此职位人数最低不得少于2人；大多数企业通常会依人员流动性提供周期性内调的规定。其通常主要负责客户的来访及登记、电话转接等事务，迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问

2、题。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。使前厅部运营及管理手册格式化，以便于更正、修改。Standard & Procedure 国际酒店前厅部流程标准与程序Position: Reception GSA职位：前台接待员Department: Front Office- ReceptionDept. Head: 部门：前厅部-前台部门经理：GM Approval: Date:总经理批准：日期：Task:For

3、eign currency exchangeCode: RM-FO- REC-A603任务：外币兑换序号：RM-FO-REC-A603Standard:Foreign Currency Exchange is restricted to hotel patrons only. Foreign currencies must not be issued in exchange for local currency. 标准：外币兑换服务只能提供给店内客人，根据本地法规在酒店内不提供人民币兑换外币的服务Procedures:When guest asks for foreign currency e

4、xchange, present the foreign currency Exchange Folder. All currencies that are accepted by the hotel are listed, with the appropriate exchange rate. Complete the Foreign Exchange Voucher for the guest to sign.Carefully count the money to ensure that it is the amount guests ask for foreign currency e

5、xchange, present the Foreign Currency stated. If it doesnt correspond to the amount stated on the form, query the amount with the guest. Do not put the money away until this is resolved.Enter the amount of foreign currency into Fidelio, use Fidelio to calculate to minimize errors . Place the money i

6、n the foreign currency drawer.Unlock the cash drawer and count the exact local currency.Hand money over to guest while counting it in front of him/her give one copy of the form as receipt.Advise guest to retain the foreign exchange receipt in order that they may exchange the unused portion of the RM

7、B at the Bank or the Airport (due to bank regulations, only 50% of the value of the receipt may be exchanged). Thank the guest.Place one copy of the form in the cash drawer.Lock the cash drawer.If foreign currency is required to settle the guests account follow the following procedure:Calculate the

8、amount of foreign currency required, to the nearest RMB amount, to settle the account.Ask the guest for that amount and follow the procedure above.Retain the amount required to settle the account and place this amount in your own cash drawerReturn the zero balance account copy to the guest along wit

9、h the foreign exchange receipt and any local currency change.程序：当客人要求兑换外币时，向客人出示兑换牌价。酒店可以兑换的外币种类和兑换率已经清楚的列在牌价表上。填写外币兑换水单请客人签字。清点外币金额保证和客人要求兑换金额一致。如果金额与客人兑换金额不一致，要立刻询问客人。在交易未完成前不要将外币放入现金抽屉，以免发生误会。将外币金额输入电脑，用电脑外币兑换窗口来计算金额，以减少错误。交易完成后立刻将外币放入抽屉。清点相应的本地货币。向客人当面清点现金后，将现金和一联水单交给客人。提醒客人保存好水单，如果客人本地货币有剩余，可以凭水单在机场银行兑换回外币。(根据银行规定，最多