五星级酒店前台收银标准工作程序资料.docVIP

前台收银标准工作程序 01 Check out a guest with credit card 结账时使用信用卡 02 Check out a guest with deposit refund 结账时退还押金 03 Check out a guest with transferring 结账时转账 04 Check out a guest with foreign currency 结账时使用外币 05 Check out a guest with cash 结账时使用现金 06 Check out a guest with city ledger 结账时挂账 07 Check out a guest ( P/B another in hse gst) 住店客人为另一住店客人付账 08 Check out a guest ( Group ) 为团队结账 09 Check out a guest (Long Staying ) 为长住客结账 10 Computer down-time procedure 电脑系统无法使用时结账程序 11 Check out a guest ( Late charge ) 信用卡追帐 12 Rebate procedure 费用扣减程序 13 Correction procedure 修改账目程序 14 Foreign exchange (Cash) 兑换外币 （现金） 15 Foreign exchange (Travelers check) 兑换外币 （旅行支票） 16 Cash advance 现金付出程序 17 Shift end procedure 收银员关帐程序 STANDARD OPERATION PROCEDURE DEPARTMENT: Front Office JOB TITLE: Guest Service Associate TASK NO: FD-CA. 1 ( Page 1 of 5 ) TASK: Check out guest with credit card 结帐时使用信用卡 EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucher WHAT TO DO HOW TO DO WHY 1. Greet and welcome guest ,offer help 问候 2. Inquire guest room number and collect guest room key 询问房号 3. Check satisfaction of guest’s stay with gust 4. Inquire for Mini Bar usage 询问客人是否有额外消费 5. Print out bill folio 打印账单确认账目 Initiate to greet guest with smile: “Ni hao, Sir/Madam, May I help you.” 问候客人“您好，请问有什么能帮到您吗？” Politely ask for room number if guest request to check out by saying: “May I have your room number, please.” 客人要求退房时，礼貌询问客人房号 “How was your stay , Mr./Mrs. XX” Politely ask for room key by saying: “Mr./Ms. XX. May I have your room key, please?” If guest no key holding it, release the guest. Then ask guest if there was any additional c