员工管理_无锡某酒店前台员工培训资料12

部门/区域：DEPARTMENT/ AREA: FD 接待处 RECEPTION服务内容/工作职责：SERVICE/ TASK:FD-SOP-028 入账 POSTING CHARGES DURING GUEST STAY标准：STANDARD: 确认前台所有入账准确无误To provide an accurate account of all Front Desk postings 宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance所有账目准确无误All accounts to be accurate确保入住时从宾客处拿到信用卡进行授权或现金押金Make sure that you take the Credit card or Deposit from a guest upon check in. 入账前确认款额Count the money before you post in the system 与客人再次确认收到的金额Double check with the guest the amount you have received. 及时入账Do not leave the money to post later in the system. 进入系统客人帐户Go to in-house in Fidelio under BILLING 输入密码Enter password 仅用三号键付款Use key 3 for pay only 输入宾客房号Enter the room number of the guest 输入M打开菜单Type M key to bring up the menu 在菜单下选择 NEW POSTINGSUnder Menu select NEW POSTINGS 选择要求的费用Select the charge required 打印副本Print copy 输入金额Post deposit received by guest. 按enter键以确认费用已经输入 Press enter to make sure the charges have been posted 打印副本以供参考或财务需要Print duplicate copy for our reference and for accounting purposes努力了的才叫梦想，不努力的就是空想！如果你一直空想的话，无论看多少正能量语录，也赶不走满满的负能量！你还是原地踏步的你，一直在看别人进步。 宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance有付款方式选择权To be given options旅行支票Travellers cheques外汇Foreign exchange输入金额Enter amount信用卡Credit Cards 如果收到旅行支票，确保宾客在你面前签字If receiving travelers check, ensure the guest signs in front of you at the desk. 进入收银员菜单的外汇项，输入密码，选择相应外币Go to foreign exchange in cashier menu, enter the password and choose the currency you would like to change 输入金额并按yes取得收据Enter the amount you are exchanging and press yes for receipt. 确保宾客在收据上签字并把其中一联交给宾客Ensure the guest signs the receipt and give a copy to the guest. 保存宾客签字的原始单据，以供财务核查需要Keep the original, which is signed by the guest for accounting purposes. 信用卡结账使用POS机For Credit card postings on settlement go to the POS machine for credit card. 如果入住时未刷预授权，则直接从POS机上刷消费 If not given a credit on check in, go to sale in the pos machine and enter the password, swipe the credit card and enter the amount in the pos machine. 按yes确认金额，然后按yes打印收据。把收据给宾客Press yes to confirm the amount and press yes for receipt to print. Give guest the receipt 如果收到外币，应向宾客解释，如果要退回钱款，将以当地货币而非外币形式退回If receiving foreign currency, explain to guest that if money is needed to be refunded it will be returned in local currency not in foreign currency. 如果押金是外币，进行外币兑换并将其中一联给宾客，有宾客签字的原始收据留做财务核查需要If deposit received in foreign currency, make sure you give guest a copy of the receipt and the original signed by guest is retained for accounting purposes. 没有入账的外币不应存在现金抽屉里Do not keep any foreign currency in the cash drawer without it being posted in the system. 不要接受任何事先签好的旅行支票Do not receive any travellers check that are signed in advance. 退房时不能使用个人支票，除非公司持有支票且得到值班经理或财务部经理同意许可。No personal cheques are allowed to be received by the reception on check-out unless a company holding cheque is approved by the duty manager or credit manager. 宾客签完字后打印，并把帐单和发票给宾客Print to sign after guest signed and give a copy to guest with the invoice. 保存帐单副本和发票以供核查Keep the duplicate copy with the invoice for reference.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance所有收费准确无误That all charges are accurate每一笔帐目应对应一张杂项收费单Write a miscellaneous charge voucher for each posting made宾客争议Guest disputes 确保所有账目都及时挂入房帐。Make sure you have a hard copy for all postings 每一个帐目对应一个代码Each posting must be done in accordance with the department codes set-up in Fidelio. 每一个帐目必须对应一个杂项单号记录在系统中Each posting must have a miscellaneous charge voucher number recorded in Fidelio 在备注栏内输入简单描述，如记影印费“10 张”Type a short description in supplement field, e.g. posting a photocopying charge “10 copies” 当宾客争议时When guest disputes- 核实争议是否正确Check if the dispute is valid- 如果属实