国际酒店前厅部前台接待—SP-RM-FO-REC-A502 普通信用卡处理Manual credit card processing

1、酒店管理之家国际酒店前厅部前台接待服务程序前台是展示公司的形象、服务的起点。对于客户来说，前台是他们接触我们公司的第一步，是对公司的第一印象，是非常重要的。烟花美文网小编整理了公司前台接待的工作流程，希望大家有所收获!前台接待，又叫“行政前台”，与“行政后台”对应，归属公司行政部管辖，它是现代企业典型职位之一，属于面向于公司外部的公司门面，代表着企业的形象，必须形象气质佳，由于此岗位需要值班，不得脱岗，故此职位人数最低不得少于2人；大多数企业通常会依人员流动性提供周期性内调的规定。其通常主要负责客户的来访及登记、电话转接等事务，迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问

2、题。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。使前厅部运营及管理手册格式化，以便于更正、修改。Standard & Procedure 国际酒店前厅部流程标准与程序Position: Reception GSA职位：前台接待员Department: Front Office-ReceptionDept. Head: 部门：前厅部-前台部门经理：GM Approval: Date: 总经理批准：日期：Task: Ma

3、nual credit card processingCode:RM-FO-REC-A502任务：手工刷卡程序序号：RM-FO-REC-A502Standard:When the Credit Card link is down, credit card payments will be processed on manual dockets until the link is reinstated. 标准：当信用卡联网系统不能使用时，信用卡结帐需要手工操作，直到系统恢复运作。Procedures:Adequate stocks of Credit Card Sales Vouchers mu

4、st be stored at the Reception in case there is a Credit Card link failure.To manually process a credit card payment:Accept the card from the guestManually imprint the card details onto the correct sales voucher Check that the credit card number and the hotel details have been printed clearly Check a

5、nd circle the expiry dateFill in the charge amountsAsk the guest to signVerify the signature from the back of the cardIf the amount to be charged is over the hotels limit, telephone the credit card company, in front of the card holder, for manual authorization. Record the authorization number on the

6、 sales voucher and return the credit card to the guest. When the link is on line again, process the manual sales through the credit card machine.Amounts below the floor limit must be done ONLINE.Amounts above the floor limit must be done OFFLINE, with the authorization number being manually entered.

7、Write the Record Of Charge (ROC) number on the manual sales voucher, draw a line through the manual sales voucher, and attach the manual sales voucher to the credit card machine receipt.Bank as per the normal process.程序：在前台必须准备充足的信用卡签购单，以便在联网系统不能使用时进行手工操作。信用卡手工操作程序如下：请客人出示信用卡选择相应的签购单，进行手工刷卡检查手工刷卡是否清晰核对信用卡有效期填写消费金额请客人签字核对客人签字和信用卡预留签字是否相符如果客人消费金额超过授权金额，立即要打电话到信用卡公司申请授权。将授权号码记录在签购单上，把信用卡还给客人。当系统恢复以后，将手工刷卡单金额重新输入系统打印单据。消