国际酒店前厅管理手册Front Office Reception-RM-FO-GS-20-04 Group Check Out

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 Rec-20-04Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Group Check Out 团队结账程序_OBJECTIVE目的：GSO on duty must check that all billing instructions are adhered to.当班主管应检查所有团队资料齐全POLICY政策：G

3、roups must be accurately checked out with the correct charges and all incidental charges must be collected before the group departs. 保证团队帐及所有客人的散帐准确无误地在团队离店前结清。PROCEDURES 程序： 1. Prior to commencing a group check out, obtain the group file and check the billing instructions.团队结账以前应整理并检查所有团队资料，核对付账方式。

4、2. Ensure that all charges on the group master folio are correct. The charges must correspond with the breakdown and total of the amount on the Group Order checked.保证总账单所有账目准确无误， 并与团队预订单总额一致。3. If the folio does not balance, check the groups file for amendments. If folio is wrong, adjust accordingly

5、.有时由于某些原因账目不平，根据团队预订单做相应调整。4. If all charges are to be settled by the group leader, company or travel agent, transfer the related incidental folios to the group master folio.如果所有费用都由团队领队，公司或旅行社结账，要将所有费用转到团队总账单中。5. Print master folio and incidental charge folio. 打印总账账单和客人散费账单。6. Present the final fol

6、io to the group leader for perusal and obtain signature, verifying acceptance of the charges. Check out master folio and incidental charge folios. In certain instances the Master Folio need NOT be signed by the Tour Leader.请团队领队确认总账账单并签字，将总账账单和散费账单结账。在某些情况下总账账单不需要团队领队签字确认。7. If all incidental charge

7、s are to be settled by the individual guest, follow normal FIT check out procedures.如果团队散客费用由客人自付，可以按照普通客人结账程序进行。8. Check out master folio after all guests have settled their incidental accounts. If incidental accounts are not completely settled, politely inform the group leader. Ask for the guests concerned to be informed to settle their incidental charges.团队散客费账单都结账后，将总账账单结账。如果有客人未结散费，必须礼貌地通知团队领队。请团队领队通知客人结账。9. The Master Folio and all supporting documents will be sent to Accounting with the shift audit.团队总账账单和相关凭证必须上交财务部处理。Reviewed