洲际华侨城信贷部现金测试.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 CASH CHECK TEST 现金测试 Task Number: 任务编号： SOP-FIN.3.005 Department: 部门： Finance Business Support --Operation 财务及业务支持 Date Issued: 颁布日期： June 2008 Guest Expectation: 客人期望： I expect all revenue happened in the revenue center is posted to system. No thief issues appear in the hotel. The surprise cash check test will help us to acknowledge this. 我希望所有的酒店收入都被录入酒店系统。没有任何飞单行为在酒店发生。不定期的现金测试将帮助我们了解这一情况。 Time to Train: 培训时间： 45 minutes 45分钟  Why is this task important for you and hotel? 为什么这项任务对于你及酒店非常重要？ Answers: 答案： To meet the minimum revenue control standards.. 确保内控程序获正确执行 Revenues are 100% captured. 所有收入都被获取。 Monitor closely if there’s any thief issues appear in the hotel. 监督酒店是否存在飞单行为。  WHAT/ STEPS 做什么/步骤 HOW/ STANDARDS 怎么做/标准 TRAINING QUESTIONS 问题 Employees should be advised that the hotel will utilize silent shoppers. 告诉员工我们会使用“神秘客人”来帮助我们监督酒店运作 This procedure will not only assist in detecting misappropriation, but also act as deterrent and can be used to provide feedback to management on service, cleanliness, and the overall F B experience. 这个步骤不仅仅能帮助我们预防不当行为，而且能够给于酒店管理层有关服务、卫生及餐厅体验等各方面的不足之处。 Why we need to advise employees in advance? 为什么我们要事先告诉员工我们会使用“神秘客人”来帮助我们监督酒店运作？ 2）Application 申请 Fill the Cash sales test application form, clear indicate the details on the form, i.e. date of test, selected revenue center, shopper’s name and the estimate amount., and get the signature from Director of Finance Business Support. 填写现金测试申请表，注明日期、受邀人员、测试地点和预计测试金额。 Why we need to get the advance approval? 为什么要实现提出申请？ How to get the approval? 如何取得批准？ 3）Select the silent shopper 选择“神秘客人” This person need familiar with FB operations and independent of the hotel must execute them, i.e. Not known to FB staff. 此神秘客人必需是独立于酒店且熟知餐饮运作 Why the silent shopper need familiar with the FB operation? 为什么神秘客人要熟悉餐饮运作？ Why the silent shopper need independent of the hotel? 为什么神秘客人要是独立于酒店之外的人？ 4 ) Brief the silent shop