员工管理_无锡某酒店前台员工培训资料36

前台FRONT DESK部门/区域：DEPARTMENT/ AREA:FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/TASK:FD-SOP-041 信用卡结账FD-SOP-041 CHECK OUT- CREDIT CARD标准：STANDARD:确保根据支付方式准确为宾客结账To ensure that the guest bill is settled correctly according to the method of payment宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance结账快捷而高效To have an efficient and prompt check-out 宾客来到柜台退房时，询问他是否用信用卡结账When a guest comes to check out at the desk ask him how he would like to settle the bill if by credit card 向宾客确认消费的金额，以避免任何争议Repeat the amount to the guest you are taking to avoid any disputes 收取信用卡，在POS机上按“消费”（未做过授权） Take the credit card Enter sale in the pos machine of credit card 刷卡，输入应收取的费用Swipe the credit card in the credit card machine. Enter the amount you would like to take. 按yes确认，再按yes打印信用卡单Press yes to confirm again press yes for receipt to print 请宾客在信用卡单上签字，并把副本和帐单副本给宾客Make guest to sign the receipt give guest a copy of the invoice with the copy. 确保宾客在信用卡单上签字To make sure you give the guest the credit card slip to sign for accounting records 保存帐单副本和有客人签字的信用卡单To keep a copy of the invoice as well copy of the signed slip taken from his credit card 把信用卡单交给夜审员，以供将来核查Forward the credit card slips to the night auditor for further checking 确保下班时结掉信用卡机，才能把单据送至银行实现付款To make sure you close the amount in the system in order for us to send the slips to the bank for payment