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ID:15960007
大小:786.50 KB
页数:53页
时间:2018-08-06
《洲际酒店前台收银标准程序 》由会员上传分享,免费在线阅读,更多相关内容在教育资源-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04Checkoutaguestwithforeigncurrency结账时使用外币05Checkouta
2、guestwithcash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12Rebateprocedure费用扣减程序13Correctionprocedure修改账目程序14For
3、eignexchange(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:FD-CA.1(Page1of5)TASK:Checkoutguestwithcreditcard结帐时使用信用卡EQUIPMENTREQUIRE
4、D:Fidelioworkstation/Billfolio/CashrefundvoucherWHATTODOHOWTODOWHY1.Greetandwelcomeguest,offerhelp问候2.Inquireguestroomnumberandcollectguestroomkey询问房号3.Checksatisfactionofguest’sstaywithgust4.InquireforMiniBarusage询问客人是否有额外消费5.Printoutbillfolio打印账单确认账目Initiatetogreetguestwithsmile:“Nihao,Sir/Mad
5、am,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”Politelyaskforroomkeybysaying:“Mr./Ms.XX.MayIhaveyourroomkey,please?”Ifguestnokeyholdingit,releasetheguest.Thenaskguestiftherewa
6、sanyadditionalchargeandifso,addtotheguestfolio.Bysaying:”Mr./MsXXdoyouhaveanyminibarchargetodayorhavebookedlimousineservicetotheairport?”询问客人是否有额外的酒水或订车消费。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.”Sinceritytobereadytoserve
7、guestatfirsttimeandeverytime.表现我们的真诚,礼貌的服务。Getaccurateguestinformationcanguaranteepreciseservice.得到准确信息Savecost.Careabouthotelexpense.Showourcareaboutguest.Toeliminateanylatechargesafterguestdeparture.避免客人离店后追帐。Avoidanydispu
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