洲际酒店前台收银标准程序.doc

standard operation procedures标准工作程序front desk cashier前台收银front desk guest service associatestandard operating procedurestask no. description01 check out a guest with credit card 结账时使用信用卡02 check out a guest with deposit refund 结账时退还押金03 check out a guest with transferring 结账时转账04 check out a guest with foreign currency 结账时使用外币05 check out a guest with cash 结账时使用现金06 check out a guest with city ledger 结账时挂账07 check out a guest ( p/b another in hse gst) 住店客人为另一住店客人付账08 check out a guest ( group ) 为团队结账09 check out a guest (long staying ) 为长住客结账10 computer down-time procedure 电脑系统无法使用时结账程序11 check out a guest ( late charge ) 信用卡追帐12 rebate procedure 费用扣减程序13 correction procedure 修改账目程序14 foreign exchange (cash) 兑换外币 （现金）15 foreign exchange (travelers check) 兑换外币 （旅行支票）16 cash advance 现金付出程序17 shift end procedure 收银员关帐程序shangri-la hotel， shenzhenstandard 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: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy1. greet and welcome guest ,offer help问候2. inquire guest room number and collect guest room key询问房号3. check satisfaction of guests stay with gust 4. inquire for mini bar usage询问客人是否有额外消费5. print out bill folio打印账单确认账目initiate to greet guest with smile:“ni hao, sir/madam, may i help you.” 问候客人“您好，请问有什么能帮到您吗？”politely ask for room number if guest request to check out by saying: “may i have your room number, 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 saying: “mr./ms. xx. may i have your room key, please?”if guest no key holding it, release the guest. then ask guest if there was any additional charge and if so, add to the guest folio. by saying:” mr. / ms xx do you have any minibar charge today or have booked limousine 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 saying:mr./ms. here is your bill folio, would you please check it?打印出帐单让客人检查: xx先生这是您的帐单请过目.”sincerity 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 information can guarantee precise service.得到准确信息save cost. care about hotel expense. show our care about guest.to eliminate any late charges after guest departure.避免客人离店后追帐。avoid any dispute to show our professional service.regard guest decision.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: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front 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: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy6.withdraw guest registration card from rc bag取出登记卡7. release safety deposit box if the guest has asked for this service.退还保险箱8. confirm balance with guest and obtain guests credit card 结账方式withdraw guest registration cards with credit card voucher.取出登记卡为结账作准备see the check out message.if the c/o message is showing: “sd#123” that indicate that guest has safety deposit box with us.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 don t close safe deposit box, kindly invite guest to fill one access application 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 paying with the same credit card which has given upon check in or not. (copy voucher attached to registration 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 remind 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 guest at first position; never make decision instead of guest.尊重客人，不要替客人做决定prepared by:approved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard 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: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy9. ask guest to sign in the credit card slip and settle it into system.结账if yes, check if approval amount of credit card is enough amounts to cover guest consumption. if not, refer to edc machine, use authorization function to get approval amount. if yes, refer to edc machine to use off-line function 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edc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 machine procedure.the previous credit card approvalcode should be canceled by fax tothe bank.如改为另一信用卡，首先检查信用卡，再根据edc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 sign on the credit card slip. after guest sign on the slip, check the signature to see if its match with specimen or not. if not, ask guest to sign again, if its still can not match, refer to service manager.ensure credit card is useful.care about guest benefit and follow the bank policy.确保信用卡有效。ensure the credit card is belong to guest. care about hotel benefit.确保更换的信用卡属于此客人prepared by:approved by:designation: signature/datedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob 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: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy10. print out one bill folio with zero balance.打印总额为零账单11.issue chinese official invoice给客人发票12. check if guest need transportation arrangement与客人确认是否需要订车。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 balance 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 zero balance 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return credit card to guest as well as customer copy of credit card and first copy of bill folio and chinese invoice to guest. use two hands pass above items to guest.给客人账单和信用卡卡单politely ask if guest need any transportation arrangement. for example you can ask the guest by saying: “would you need to book a car for you?与客人确认是否需要订车，“请问您需要订车吗？”ensure all charge has been settled in computer.确保在系统中退房for guest reference.客人今后参考anticipate guest request show our sincerely welcome to guest.预见客人需要，关心客人prepared by:approved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard 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: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy13. check if guest need to make next visit booking 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 transportation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住的房间吗？”“this way please.”“您这边请。”end checking out by saying;“thank you for staying with us. mr./mrs. we wish seeing you again. have a pleasant 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 registration card, voucher, bill folio etc. well.将所有资料整理归类。last impression is lasting impression. asian hospitality is our key principle to serve guest.给客人留下良好的最后影响anticipate guest request to show our genuine and consistent service.预见客人需要，关心客人all there materials will be passed to financial department for checking. 所有资料将交财务部prepared by: approved by: designation: signature/datedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page1 of 5 )task: check out guest with deposit refund 结帐时退还押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy1. greeting and welcome guest ,offer help问候2. inquire guest room number and collect guest room key询问房号3. check satisfaction of guests stay with gust 询问客人满意度4. inquire for mini bar usage询问客人是否有酒水消费initiate 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 number? 如果客人要求结帐离店,说: 先生， 请问您的房间号?politely collect guest room key for recycling.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. xxdo 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。initiate to greet guest to show our courtesy and sincerity 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 information 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 expense.为酒店控制成本与花费.avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. demonstrate our honesty 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出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: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page 2 of 5 )task: check out guest with deposit refund 结帐时退还押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy5.print out bill folio 打印帐单。5.withdraw guest registration card from bucket 取出登记卡.6.confirm balance 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 saying:mr./ms. here is your bill folio, would you please check it?打印出帐单让客人检查: xx先生这是您的帐单请过目.”draw out guest registration card from guest bucket ready for guest checking.取出登记卡为结帐做好准备。confirm balance with guest, if balance is credit, say: mr./ms.xx. your credit balance is rmb 310 which will be refunded 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 and ask guest to sign on the folio with the note “loss deposit receipt”, check and compare with registration card signature，obtain guests mobile number for future contactlet 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 necessary materials well in case guest want double check, anticipate 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 decision right, let guest feel our humility and self 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 unnecessary dispute in future. show we accurate on accounting 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: mr. designation: signature/datedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca.2 ( page 3 of 5 )task: check out guest with deposit refund 结帐时退还押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy8. print out pay out form. 打印现金支款凭证.9. invite guest to sign 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 receipt, we can not refund 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 amount 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, politely invite guest to sign on the pay out form.use a closed palm to point out where guest should sign.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 written acknowledged by guest.help guest to sign pay out form can avoid guest feel confused to look for sign area, this can let guest feel our helpfulness, 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: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page 4 of 5 )task: check out guest with deposit refund 结帐时退还押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy10. counting cash for guest. 清点现金给客人.11. print out the zero balance folio to guest. 将余额为” 0” 的帐单打印出来交于客人12. issue chinese official invoice提供发票给客人。 carefully but efficiency count cash which should be refund 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 balance 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, 登记卡, 押金收据，退款凭证整理好放在一起.pack the zero balance folio well and put it in check out envelop to present 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 chinese guests, provide official invoice 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 count amount of refund cash to show our honesty service and use asian hospitality to show our caring 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 efficiency service to delight guest.avoid to forget to check out guest room in computer which will cause loss of hotel room revenue at every time. 提供有效的服务取悦客人, 防止在系统中忘记结清房帐导致收入损失.prepared by: approved by: designation: signature/datedesination:signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 2 ( page 5 of 5)task: check out guest with deposit refund 结帐时退还押金equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy13. check if guest need transportation arrangement与客人确认是否需要订车。13. check if guest need to make next visit booking 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 transportation让行李生帮客人叫车15. bid farewell 欢送客人16. ask service leader to sign 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 need any transportation arrangement. for example you can ask the guest by saying: “would you need to book a car for you?与客人确认是否需要订车，“请问您需要订车吗？”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住的房间吗？” “this way please.”您这边请.end checking out by saying;“thank you for staying with us. mr./mrs. we wish seeing you again. have a pleasant 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 sign on voucher for approval as per hotel financial policy在填妥 paid-out form 立即请当领班 签字file guest registration card, voucher, bill folio etc. well.将所有资料整理归类。anticipate guest request show our sincerely welcome to guest.预见客人需要，关心客人anticipate guest request to show our genuine and consistent service.预见客人需要，关心客人all deposit refund should be approved by duty manager.所有现金退款必须由当值领班签名确认all there materials will be passed to financial department for checking. 所有资料将交财务部prepared by: approved by:designation: signature/datedesination: signature/dateshangri-la hotel， shenzhenstandard operation proceduredepartment: front officejob title: guest service associatetask no: fd-ca. 3 ( page 1 of 3 )task: check out guest with transferring 结帐时转账equipment required: fidelio work station/bill folio/cash refund voucherwhat to dohow to dowhy1. greeting and welcome guest ,offer help问候2. in