国际酒店前厅管理手册前台接待14-02 结账及班次交接Cashier Close

1、国际酒店前厅部操作手册酒店管理之家前厅部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

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-14-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Cashier Closing and Shift Hand Over 结账及班次交接_OBJECTIVE目的：To ensure all associates are performing a blind drop procedure acco

3、rding to the Local Marriott Operating Standard.确保所有大使了解酒店盲投政策。POLICY政策：All ambassadors should print out D140 report to check all the bills one by one and then checked by GSO.所有大使投账要打印D140报表对自己的账单进行核对，并交主管检查。PROCEDURES 程序： BILLThere are five types bill according to the settlement:按照客人结账方式，账单可分为：* Cas

4、h 现金* Cash Paid Out 现金退款* Credit Card 信用卡*City Ledger 挂帐* MR 万豪礼赏几分兑换2. There are two types bill according to the posting 按照入账类型可分为两种： * Miscellaneous Form 杂项账单 * Rebate Form 扣减账单BINDING ORDER of BILLCash 现金 The bill with guests settle payment 带结账方式的账单 The bill with guests signature 有客人签字确认消费的账单 The

5、 accounting keeping slip of invoice 发票记账联（如有） Registration Form 入住登记单 Reservation Form预订单 Consumption from other outlets. 客人在酒店其它营业点消费的小单（如客人不要）Cash Paid 现金退款 Cash paid out folio with guests signature 有客人签字的现金退款的凭证 Receipt collect from guest and Receipt kept in Reception 从客人处收回的现金付款收据和在前台存放的付款收据 The

6、 bill with guests settle payment 带客人结帐方式的账单 The bill with guests signature 有客人签字确认消费金额的账单。 The accounting keeping slip of invoice 发票记账联（如有） Registration Form 入住登记单 Reservation Form预订单 Consumption from other outlets. 客人在酒店其它营业点消费的小单（如客人不要）Credit Card 信用卡 Credit Card slip信用卡记账联 The accounting keeping

7、slip of invoice 发票记账联（如有） The bill with guests settle payment 带客人结帐方式的账单 The bill with guests signature 有客人签字确认消费金额的账单。 Registration Form 入住登记单 Reservation Form预订单 Consumption from other outlets. 客人在酒店其它营业点消费的小单（如客人不要）City Ledger 挂帐 The bill with guests settle payment 带客人结账方式的账单 The bill with guests

8、 signature。（If necessary） 有客人签字确认消费金额的账单。(如有必要) Confirm letter(If have) 挂帐公司或旅行社的确认函（如果有） Registration Form 入住登记单 Reservation Form预订单 Consumption from other outlets. 客人在酒店其它营业点消费的小单（如有客人自己杂费挂帐）MR Redemption 万豪礼赏兑换 The bill with guests settle payment 带客人结账方式的账单 The bill with guests signature。（If nece

9、ssary） 有客人签字确认消费金额的账单。(如有必要) Registration Form 入住登记单 Reservation Form预订单Posting Bill 入账账单 Miscellaneous Form杂项单 The bill print out from Opera 从Opera 打印的入账账单Rebate Bill 扣减账单 Rebate Form （With the sufficient approval，get the signature accordingly） 扣减单（扣减原因要详细证据充分，按照酒店规定签批） The bill print out from Opera 从Opera 打印的入账账单SHIFT HAND OVERHand over the trace report, what should be follow up交接需要下一班次继续跟进的事宜Cash Flow hand over交接备用金Invoice hand over发票交接Cle