第四章 前台之结账离店服务.ppt

Inquire guest if there is any Mini bar consumption in the room inform HSKP to Check immediately. 询问客人是否使用房间的酒吧并通知客房部的员工及时查看确认. Politely ask guest:” Mr./Ms. XX. Did you use the mini bar in your room?” If guest used mini bar, post the charge in computer. 在系统中计入费用 3.Post charge of MINI BAR Print out guest folio for guest review by saying: “Mr./Ms. Here is your bill, would you please review/check it?” OR “Please check it first. ” “If there is no problem, please sign your name here.” 4、Print out bill folio and invite guest to sign on the bill 5、Withdraw guest RC and all the checks 找出客人的登记单、预授权等客人信息 Confirm with guest regarding the payment method. Cash/check Credit card 6、Confirm payment method确认付款方式 Check with guest if he is paying with the same credit card given upon check in. 确认客人是不是用同样的信用卡结账 If yes,... If no,... Credit card Credit card If yes, check if approval amount of credit card is enough to cover guest consumption. Refer to POS machine to settle bill with approval. 如果是同样的信用卡, 检查信用卡授权能否支付客人的全部花销，用pos机进行预授权的确认。 Credit card If using different credit card, collect card and check its expiry date. 使用不同的信用卡时，注意查看有效期 Politely ask the guest to sign on the voucher. 礼貌的邀请客人在凭证上签字 Ask guest to sign again as the same as check-in. If not similar, refer to Duty Manager. 请客人用与入住登记时（预授权）相同的签名，如果不一致，请示大堂副理 Cash Confirm balance with guest 与客人确认余额 Carefully but efficiently count the cash which should be refund to guest and hand it over to guest. 仔细快速的数好需返还给客人的现金交给客人 注：如果是现金结账，需要回收客人的押金收据，根据实际消费多退少补 City Ledger City Ledger (挂账)：指客人使用完酒店各种设施，但并不直接付款，而通过记帐以后一起结算的方式 Check company document and voucher of travel agency 检查公司信函及旅行社凭证 ——检查客人居住期间是否在公司及旅行社授权范围之内, 需确保酒店能从公司及旅行社收取费用 Bid farewell guest by saying: “Mr./Ms. XX. Thank you for your staying in China World Hotel. We wish you to come back again and have a pleasant trip.” guest registration card deposit receipt bill folio (with guest’s signature) deposit refund voucher ——For Financial department checking Company Logo