收银工作职.docVIP

保持友好,整洁,专业的印象给客人。 工作标准 a) e. 经常检查个人卫生, 保持良好的仪容仪表。 b) 工作服要保持干净,整洁。 c) 友好的，并面带微笑的面对客人。 DUTY 2 工作职责2 Provide courteous service to guests and respond promptly and carefully to guests’ complaints, requests and esquires. 为客人提供彬彬有礼的服务，对客人的投诉及要求等要迅速作出反应并适当地给予答复。 Performance Standards 工作标准 a) 对客人提出的要求或投诉要迅速的做出反应。 b) 要及时地对客人的投诉采取补救措施。 c) 确保客人离店前对我们提供的服务满意。 d) Request assistance from supervisor if complaints and requests cannot be handled. 如果客人的要求或投诉不能自行处理, 要迅速请主管提供帮助。 DUTY 3 工作职责3 Maintain an up-to-date record for all the room accounts. 保证所有客人的帐目准确。 Performance Standards 工作标准 a) Beginning of shift, prepare a list of groups going to check-outs, parties and meal allowance as of the day. 每日接班后,应准备出预离的团队资料, 核查杂费及餐费的消费情况。 b) Post all charges (Mini bar etc.) to the appropriate room bills accurately as soon as they are received. 在收到其他部门送来的小单后,应立即入到相应的客人房间,例如房间酒水等。 c) At the conclusion of the shift clear u outstanding work for the day. 确保完好的完成每日的工作。 d) Place the balance of cash received (representing the computer print-outs cash total) in the remittance envelope. 结清每日的现金数量,根据系统中打印出的报表情况,将应收现金封存在封钱袋里。 e) Drop envelope in the Cash Depository. 将封好的封钱袋投进现金保险柜中。 f) Balance cashiers and closes it. Double check if all postings are corrects with cashier report and bill or not. 平帐，并于下班前将系统中自己的账号关掉，并再次检查所入的所有帐是否与报表及账单相对应。 g) Pass on daily follow-up jobs to the next Shift staff and note down on Front Desk Logbook of any departmental information or leave the Trace in the system. 将需要下个班次跟进的事情写在交接班本中,或在系统中留Trace, 以提醒相关人员注意跟进。 DUTY 4 工作职责4 Checkout of hotel guests. 为酒店客人结账 Performance Standards 工作标准 a) FIT 散客 be helpful and courteous and give immediate attention to guests. 热情, 有礼貌地对客人的要求迅速做出反应。 Collect room key from guest and reconfirm the room number with guest. 收回客人房卡及钥匙, 并再次确认客人房号。 Greet and address guest by name with your smile. 称呼客人的名字, 微笑的向客人打招呼。 Inform Housekeeping to check the Mini bar in the room. 通知客房部检查房间及酒水。 Print out the folio for guest. 为客人打印出账单。 Confirm the pa