Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-047 Posting Guest Charges客人费用

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 -15-01Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Manual Posting 入账_OBJECTIVE目的：All outlets are interfaced to the Opera Front Office前厅部 system, and charges are automatically posted to the room accounts.某些费用由各部

3、门通过与前台联网的电脑系统直接入到客人账目中。POLICY政策：In some instances some charges may have to be manually posted. In these instances the charges are to be posted accurately and on a timely basis.但在特殊情况下需要前台手工入账。前台手工入账需确保正确，及时。PROCEDURES 程序： 1. For minor operating departments, which are not interfaced to the computer,

4、the checks or miscellaneous charge vouchers must be immediately sent to the Reception前台接待员 for posting to the guest folio.没有电脑系统联网的小运作部门，账单或杂项单必须尽快送到前台入账。2. Upon receipt of such vouchers or checks, the GSA must post the charges immediately to the guest folio/account.收到账单后前台员工要立刻入到客人账目中。3. All guest

5、checks received for manual posting will be time stamped upon receipt.所有收到的需要手工入账的账单要注明收到时间。4. The GSA must ensure that the vouchers or checks are posted to the correct guest account by checking the guests name with the name in the computer system. If the name of the guest on the voucher or check is

6、not legible, the signature must be compared to the signature on the registration card.前台接待入账时必须核对账单姓名是否与电脑相符。如果账单姓名不清晰，此时要核对签字是否与登记卡签字一致。5. In carrying out the posting, the GSA must enter the transaction code, which distinguishes the vouchers or checks from various F&B outlets and minor operating de

7、partments. 在入账时需要采用不同的入账代码。通过此代码可以区分账单是餐饮部或是其余运作部门的收入。6. After posting, the vouchers or checks must be stamped POSTED to ensure that they will not be posted again.入账后需要在账单上写明“已入账”，避免重复入账的情况。7. The voucher or check must be placed together with the guests registration card after posting入账后将账单/收费凭证放入登记

8、夹中面。8. The time and the name of the GSA must also be signed on the voucher or check.入账的员工要将本人姓名及入账时间写在账单上。9. For telephone calls, the charges are interfaced with the Fidelio and transmitted to the guest folio.酒店长途电话系统与前台电脑系统已经联网，客人账目会直接转到客人账单上。10. At the end of the shift, the GSA will carry out a fi

9、nal audit balance of postings made. 交班时，Reception前台接待员必须打印报表核对所有账单。11. If the final audit cannot balance, then the Reception前台接待员 Shift leader will review the individual checks for the outlet against the list of transactions that have been posted with that transaction code.如果账目有差错，前台接待主管有责任帮助员工找出问题所在。12. The checks and Charge Vouchers are then submitted together with the GSA reports for the day for auditors review and filing.账单和入账凭证核对无误