Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-033 Foreign Exchange外币兑换

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 -033Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Foreign Exchange 外币兑换_OBJECTIVE目的：Foreign Currency Exchange is only offer to hotel in-house guest.外币兑换服务只能提供给住店客人POLICY政策：Foreign currencies must not be issued i

3、n exchange for local currency. It means “One Way” exchange.根据本地法规在酒店内不提供人民币兑换外币的服务，也就是只能将外币兑换成人民币的“单向兑换”服务。PROCEDURES 程序： 1. When guest asks for foreign currency exchange, present the foreign currency Exchange Rate当客人要求兑换外币时，向客人出示兑换牌价。 “Good morning/afternoon, Mr. / Ms. XXX, How may I help you?”“早上好

4、 / 下午好 / 晚上好，XXX先生/女士，有什么可以帮您的 吗？” ”What kind of currency would you like to exchange?”“请问您想兑换哪种外币？” “Todays exchange rate is USD100 equal to RMB800.”“今天的外币兑换牌价是100美金兑换800元人民币。”2. Maximum amount of foreign currency exchange per room per day is equal to USD500.每间房每天外币兑换量最多为500美金或者等值外币。 “How much US do

5、llars would you like to change?”“XXX先生/女士，请问您总共想换多少美金？” “Sorry, Mr. /Ms. XXX, I am afraid that the Maximum exchange is USD500 for each room per day.” “抱歉，XXX先生/女士,每间房每天我们最多能兑换的外币等值量是500美金3. Carefully count the currency to ensure that it is the amount guests ask for foreign currency exchange. Present

6、 the Foreign Currency stated. If it doesnt correspond to the amount mentioned, query the amount with the guest. Do not put the money away until this is resolved. Verify the currency according to the currency identification Procedure.当着客人的面仔细清点外币金额，确保收到货币的金额要和客人要求兑换金额一致。如果金额与客人兑换金额不一致，应立刻询问客人。在交易未完成前

7、不要将外币放入现金抽屉，以免发生误会。根据外币鉴别程序对外币进行查验外币。4. Complete the Foreign Exchange Memo for the guest to sign. You must write down this information:填写外币兑换水单请客人签字。在填写水单时，需注意填写以下内容：l The guest name and room number客人姓名和房号l The date日期l Nationality国籍l Room No.房号l Passport Number护照号码l The amount of foreign currency外币金

8、额l The exchange rate兑换率l The amount equal to RMB兑换成人民币金额l Currency Series No.外币序列号l Stamped the Banks chop on the voucher在水单上加盖银行章 “Mr./Ms. XXX, the total amount is RMB XXX. Would you please to sign on the Exchange Voucher?” “XXX先生/女士，兑换成人民币总数是XXX. 麻烦您在兑换水单上签名确认。”5. Enter the amount of foreign curre

9、ncy into Opera; use Opera to calculate to minimize errors将外币金额输入电脑，用系统外币功能来计算兑换金额，以减少错误。6. Place the money in the foreign currency drawer.交易完成后立刻将外币放入抽屉。7. Unlock the cash drawer and count the exact local currency twice in front of the guest. One is by Money count machine, then count the money by ma

10、nual.当面分两次清点相应的本地货币，一次用点钞机，一次人工清点。8. Hand over money to guest while counting it in front of him/her gives one copy of the form as receipt.向客人当面清点现金后，将现金和一联水单交给客人。 “Mr./Ms. XXX, you totally exchanged USD100, according to todays exchange rate, I should give you RMB800. This is the money and exchange v

11、oucher, please have a check.”“XXX先生/女士，您总共兑换100美金，根据今天的牌价，我们要给您800元人民币。这是您的现金和水单，请收好。”9. Farewell the guest.向客人告别。 “Mr./Ms. XXX, Is there anything else that I can do for you?”“XXX先生/女士，这边手续已经帮您办妥了。请问还有什么能您效劳的吗？” “Have a nice day, Mr./Ms. XXX.”“XXX先生/女士，祝您今天过得愉快！”10. Place one copy of the form in the

12、 cash drawer.将外币和水单放入备用金抽屉。11. Lock the cash drawer.锁好备用金抽屉。If foreign currency is required to settle the guests account follow the following procedure:如果客人用外币付账，需按照以下程序进行：1. Calculate the amount of foreign currency required, to the nearest RMB amount, to settle the account.为客人计算付账所需兑换的外币金额。2. Ask the guest for that amount and follow the procedure above.请客人拿出相应的外币金额，按照上面提到的程序兑换。3. Retain the amount required to settle the account and place this amount in your own cash drawer.保留付账所需金额，放在抽屉内4. Return the zero balance account copy to the guest along with the foreign