Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-030 Advance Cash Payment预付定金

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 -030Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Advance Cash Payment 预付定金_OBJECTIVE目的：Advance Deposits must be collected from guests who have not established a credit with the hotel.与酒店没有信用协议的客人入住必须收取定金。POLICY

3、政策：The amount must be the room charges plus service charge plus an additional (times 1.5xnights) of this total covering the full stay. The amount must be collected and posted into the guest folio.定金总额按照入住期间的（房费加上服务费乘以1.5）乘以 入住晚数。必须按照此计算公式方式收取定金随后入账。PROCEDURES 程序： 1. If an advance deposit needs to be

4、 collected, politely ask the guest for cash.如果有必要收取客人定金，礼貌的收取客人现金。2. Minimum deposit collection is one night Room, Tax & Service and a “TRACE” left for follow up for the following day.最低要收取客人一天的定金，并在电脑内留“跟踪信息”，以便第二天跟进。3. Follow the FIT check in procedure, post the deposit using the CASH key and prin

5、t a copy of the guest folio for the guest. Official receipt will be issued upon request.按照客人正常登记程序进行，将定金入账，打印账单作为收据，除非客人另行要求正式收据。4. If guest is paying in foreign currency, GSA will treat this as a Foreign Currency Exchange.如果客人用外币当作定金，需要将外币兑换成人民币。5. Note in the Registration Card field that advance deposit has been collected. Also note the amount collected.在登记卡上注明定金已收，以及收取定金金额。6. Consult with Guest Service Manager if guest refuses to pay a deposit for cash settlement.如果客人拒付定金要请宾客服务经理处理。Reviewed by审核人 : Approved by批准人: _ Divis