Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-050 Rebate--Need to be confirmed with Finance回扣 需要与财务确认

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序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。LOCAL STANDARD OPERATING PROCEDURES本地

2、标准操作程序LSOP No.:RM FO FD -050Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Rebates 扣减_OBJECTIVE目的：When guest disputes a charge appearing on the folio, the GSA must try to explain what the charge is for当客人对其账目有异议时，当班接待员 应耐心同客人解释POLICY政策：

3、Any rebate must be agreed by the Manager.扣减需经理同意减免PROCEDURES 程序： 1. Situations where Cash Paid Out is necessary only refund of deposit balance.只有在退还客人定金的情况下允许支出现金。2. Print out a Cash Paid out Form from Fidelio System indicating the name of guest to whom it is to be charged, room number, date, descri

4、ption of the charge, amount to be paid out, and your initials.通过电脑系统打印现金支出单，写清客人的姓名，房间号码，日期，现金支出项目，现金支出金额，最后由员工签名。3. Politely ask the guest to sign the Paid Out Form and make sure to request guest return the Deposit Voucher and double check the signature on the registration from.礼貌地请客人在现金支出单上签字, 并请客

5、人归还定金收据同时核对客人签名是否与入住登记表一致。4. If guest lost Deposit Voucher upon check out, must copy guest ID and request to write down a acknowledge form before paid out the money.如客人退房时遗失押金单，必须复印客人的证件并让客人填写押金单遗失说明。5. If outside guest with the authorization form and Deposit Voucher to settle the bill, must copy th

6、e out side guests ID、telephone number and contact in house guest before paid out the money.如非住店客人持客人的授权书和押金单结账，必须复印非住店客人的证件并记录其联系方式，在现金支出前，与住店客人联系确认。6. Paid Outs are summarized via the shift audits of the GSA at the end of their shift. The paid out slip is to be banked with the GSA remittance envelo

7、pe to support the total amount paid out as stated through the Opera system.宾客服务员在下班时应通过当班审计汇总现金支出。现金支出单应放入宾客服务员投钱信封内用于和 OPERA 系统显示的现金支出数进行核对.7. All Paid Outs must be signed by the guest. A copy of the Paid Out is to be given to the guest and the second copy banked into the box of the income audit.所有

8、现金支出必须有客人签名。 一份现金支出复印件给客人，另一份复印件和相应的账单投到账单箱。8. Any paid outs processed must be clearly indicated on the cashier summary. In addition, the cashier must balance all paid outs with the Opera system. The report for the day must be submitted with official receipt for Income Audit final summary.所有的现金付出都在系统里做账，让房间账目Balance为O，并打印出Balance为O的账单和有客人签名的账单及收回的押金收据钉在一起投给日审。9. Paid Outs must be completed fully with all details as to what the paid out is for.现金支出应该细节完整、原