洲际酒店前台收银标准程序-精品.doc

《洲际酒店前台收银标准程序-精品.doc》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、STANDARDOPERATIONPROCEDURES标准工作程序FRONTDESKCASHIER前台收银FRONTDESKGUESTSERVICEASSOCIATESTANDARDOPERATINGPROCEDURESTaskNo.Description01Checkoutaguestwithcreditcard结账时使用信用卡02Checkoutaguestwithdepositrefund结账时退还押金03Checkoutaguestwithtransferring结账时转账04Checkoutaguestwithforeigncu

2、rrency结账时使用外币05Checkoutaguestwithcash结账时使用现金06Checkoutaguestwithcityledger结账时挂账07Checkoutaguest(P/Banotherinhsegst)住店客人为另一住店客人付账08Checkoutaguest(Group)为团队结账09Checkoutaguest(LongStaying)为长住客结账10Computerdown-timeprocedure电脑系统无法使用时结账程序11Checkoutaguest(Latecharge)信用卡追帐12Rebat

3、eprocedure费用扣减程序13Correctionprocedure修改账目程序14Foreignexchange(Cash)兑换外币（现金）15Foreignexchange(Travelerscheck)兑换外币（旅行支票）16Cashadvance现金付出程序17Shiftendprocedure收银员关帐程序SHANGRI-LAHOTEL，SHENZHENSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOfficeJOBTITLE:GuestServiceAssociateTASKNO:F

4、D-CA.1(Page1of5)TASK:Checkoutguestwithcreditcard结帐时使用信用卡EQUIPMENTREQUIRED:Fidelioworkstation/Billfolio/CashrefundvoucherWHATTODOHOWTODOWHY1.Greetandwelcomeguest,offerhelp问候2.Inquireguestroomnumberandcollectguestroomkey询问房号3.Checksatisfactionofguest’sstaywithgust4.Inquiref

5、orMiniBarusage询问客人是否有额外消费5.Printoutbillfolio打印账单确认账目Initiatetogreetguestwithsmile:“Nihao,Sir/Madam,MayIhelpyou.”问候客人“您好，请问有什么能帮到您吗？”Politelyaskforroomnumberifguestrequesttocheckoutbysaying:“MayIhaveyourroomnumber,please.”客人要求退房时，礼貌询问客人房号“Howwasyourstay,Mr./Mrs.XX”Politely

6、askforroomkeybysaying:“Mr./Ms.XX.MayIhaveyourroomkey,please?”Ifguestnokeyholdingit,releasetheguest.Thenaskguestiftherewasanyadditionalchargeandifso,addtotheguestfolio.Bysaying:”Mr./MsXXdoyouhaveanyminibarchargetodayorhavebookedlimousineservicetotheairport?”询问客人是否有额外的酒水或订车

7、消费。Printoutguestfolioforguestreviewbysaying:Mr./Ms.Hereisyourbillfolio,wouldyoupleasecheckit?打印出帐单让客人检查:XX先生这是您的帐单请过目.”Sinceritytobereadytoserveguestatfirsttimeandeverytime.表现我们的真诚，礼貌的服务。Getaccurateguestinformationcanguaranteepreciseservice.得到准确信息Savecost.Careabouthotelex

8、pense.Showourcareaboutguest.Toeliminateanylatechargesafterguestdeparture.避免客人离店后追帐。Avoidanydispu