国际酒店前厅管理手册Front Office Reception-RM-FO-GS-19-05 Late Charge

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

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS -19-05Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionApproved by 批准人:SUBJECT:Posting Late Charge 追收账目_OBJECTIVE目的：Late charges for guest who has already checked out , must be posted in the Reception.即使客人已经结账，未结账目同样需要入账追

3、收POLICY政策：A copy of the final folio showing the late charge must be printed and attached to the registration card with other supporting documents. The Finance Department will assist in managing after departure guest folios.打印一份最终账单连同登记卡及其它单据订在一起。财务部协助处理客人结账后的追收账目。PROCEDURES 程序： Decide if the amount

4、is actually an Late Charge by asking the following questions:根据以下的问题来确定是否是迟计费用：1) Does the charge already appear on the guest account (as advised by Guest upon check-out)?该费用是否已记录在客帐上？(客人在离店时，已经通知我们计入此项费用)If so, do not post the docket again if it is a same day charge. If not, post the charge using t

5、he transaction department posting # per the Opera system. If it is the previous day charge, a miscellaneous charge must be raised.如该费用已记录在客帐上并且是当天的费用，不用再次入账。如该费用未记录在客帐上，根据OPERA系统的营运部门输帐编码输入该费用。如是当天以前的帐，应输入到杂项费用里。2) Is the charge included in a Package cost?该费用是否含在包价里?If the charge is included in a Pa

6、ckage cost posted to the guest account then the charge should be posted to the Package folio set up for that package the guest was on.如该费用是含在包价里，则该费用应输入到客人的包价账单里3) Is a Company or Travel Agency responsible for the guests charges?是否有公司或旅行社对该费用负责?Post late charge to Permanent Master of Company or Trav

7、el Agent and check out as city ledger to accounts receivable. 将迟计费用输入到公司或旅行社的团队主帐，并用公司挂帐结账，计入应收账款。4) Is the check signed by the guest?客人是否已签单？If the check is signed, then it can be proved that the cost was incurred by the guest. Then two actions can be taken:如客人已签单，那证明客人应付账，这时可选择两种行动：a) If the guest

8、 paid by Credit Card, post the charge to the guest Folio and raise the relevant Credit Card charge and post as a payment to the guests account. A copy of the Folio, Credit Card Receipt, Check and a Late Charge Letter (See Attachment B) advising of the delayed charge should be sent to the guest by th

9、e Credit Manager.如客人是用信用卡结账的，将迟计费用输入到客人的账单内，增加相关的信用卡消费数并从客人的账号中结算。信贷经理应将客人账单的复印件、信用卡单据、有客人签字的账单和相关的迟账单(参照附件B) 寄给客人。A copy of all information sent to the guest should be forwarded to Accounts Receivable for filing so that future enquiries from the Guest can be answered. This information will be given

10、 to the Credit Manager along with the Late Charges Folio via the Guest Service Manager.所有寄给客人的信息的复印件应转交给应收存档及回答客人的咨询, 并通过宾客服务经理连同迟账单转交给信贷经理.b) If the guest paid by Cash or Cheque, the Credit Manager will send an account to the guest. In order for this to be done, the GSA should provide the following

11、 information to accounts Receivable:如客人是用现金或支票结账的，信贷经理应将帐目寄给客人。前台接待员应给应收提供以下信息： Completed Miscellaneous Voucher (see Attachment A ) 填写完整的杂项单 Folio Copy with delayed charge posted to City Ledger.总账单的复印件连同输入到挂帐中的迟计费用 Original copy of the bill账单的复印件 Photocopy of Guest Registration Card 客人登记表的复印件 Any ot

12、her relevant information (e.g. Flag/Comment)其它信息( 例如：标记或意见)The charge should remain on the Late Charges - Permanent Folio (PF) and all information will be forwarded to Accounts Receivable via the Guest Service Manager.费用应保留在迟计费用的永久账单中（假房），所有的信息都应通过宾客服务经理转交给应收.5) If the check is not been signed by th

13、e guest, then the same procedures apply as for cash/cheque paying guests above (step 4 - B). A copy of the guests Credit Card details should also be included. 如客人没有签单，采用与现金、支票同样的程序(第4 步 B)，同时附上客人的信用卡细节复印件。NOTE: If at all unsure as to how to process an Late Charge which is out of the ordinary, please consult with either the Cre