前台结帐流程.pptVIP

前台结账操作流程;前台结账操作流程; 9.根据之前和客人约定好的结账方式结账。 10.如客人需要正式发票，应在账单宾客联上写上“发票已开”字样。 11.与客人道别：“谢谢您的光临，欢迎下次再来！” 12.在电脑中的该房间中入账并把房间“O”掉。 备注：根据酒店“绿色通道”政策，为加快结账速度，管家部散客查房时间限制在5分钟，如规定时间内前台收银员还未接到报吧电话，询问大副是否可以开通绿色通道，可根据客人的说明先给予结账，如因此而有漏结账务可正常填写吧单让大副签绿色通道即可。;客人结账时常见问题处理;3.结账时客人临时要求打折： a.向客人说明如需要打折需在消费时出示有效折扣卡或说明是##协议单位才有效，如结账时打折需请示上级。 b.如客人强烈要求则请示上级或大堂经理。 c.经同意后请客人出示有效折扣卡，并让客人签字并予以确认。 d.结完账后填写退账审批单并让同意人签字确认。 4.结账时客人对某笔账有疑问： a.就客人已签字的原始凭证尽量细致耐心地为客人解释。 b.如无效请示上级或大堂经理。 C.如经大堂经理或部门经理同意后作退账处理，则让客人支付拒付费用以外的其他费用； d.结完帐后再填写退账审批单并让同意人签字确认.;Dealing with leaving Key sentences 1.This is for the phone calls you made from your room. 这是您在客房打电话应付的费用 2.Is my bill ready ? 我的账单出来了吗？ 3.I’m checking out today.Get me the bill,please. 我今天要结账，请把账单给我。 4.I’ve only been here one night. 我只在这里住了一晚。 5.Did you have anything from your minibar? 请问您房间小冰箱有消费吗？ 6.Here is the money you overpaid. 这是您多付的钱。;Dialogue A Guest(G) Cashier(C) G: I’d like to check out ,please. C:Certainly,madam. May I have your room number ,please ? G:Yes , Room 1235. C:Have you taken anything from the minibar ? G:No , I haven’t used any servises. C:Certainly, Here is your bill. Please check it and sign your name. The total for the charge is 2079 RMB. G:OK, no peoblem . Here is the money . C:Thank you .2100 RMB. Here is the money you overpaid. G:Thank you. C:Thank you. Here is your receipt.;Dialogue B G:I’d like to pay my bill now. Could you ask sb to take my luggage ,please ? C:Certainly ,sir. Can you tell me your room number, please? G:Yes, It’s 1526. C:Room 1526.We’ll send a bellman to take it. Sir, Did you have anything in your room? G:Yes, Evian water and instant noodles. C:Here is your bill. Would you like to check and see if the amount is correct ? How do you wish to pay your bill? G:Can I pay by credit card? C:Certainly ,May I have your card,please ? G:Here you are. C:Thank you .Please sign your name here and Here’s your receipt.;谢谢大家！