苏州宝岛花园酒店front desk cashier.doc

SuZhou Baodao Garden Hotel Standard Procedure 苏州宝岛花园酒店 标准与程序 Department: Finance Position: Front Office Cashiering 部门：财务部 职位：前厅收银员 Date: July 6, 2004 Code: SP-FIN-0004 日期：2004年07月06日 序号：SP-Fin-0004 Dept. Head: GM Approval: 部门经理： 总经理批准： Task: Front Office Cashiering Business 任务：前厅收银事务 Printed Date:28/09/04 PAGE: PAGE 8/2 Purpose: The major function of Front Office Operation will be the responsibilities of handling the records for revenue and settlement arising from Front Office and Rooms services. Providing a system to control the resources to be utilized for generating revenue. Procedures: PART ( I ) - Cashiering Roles Attitude Front Office Cashier is a guest contact position, besides having a competent technical knowledge on the use of accounting machine and on the policies and procedures of front desk accounting, the following traits are also important in order to be a successful Cashier. Accuracy Accuracy is the most important factor in a cashiering position. The Cashier works with figures that represent the profits of the hotel. If the cash fund is short, the cashier will be held responsible and if the cash fund is over, the Cashier may have short-charged a customer or may have made a mistake in making payment, which will definitely spoil the image of the Hotel. Public Relation Every employee is taking an active role in public relations. A Cashier is the last employee to serve or talk to the guest. His/her contact with each guest creates a lasting impression. It is the Cashier’s responsibility to minimize any conscious or subconscious irritation that guests may feel. Build goodwill with each customer. Restore confidence in the guest’s good judgement in coming to the hotel. A Cashier’s personality must be strong and flexible; he/she will bear the brunt, in most instances, of customer complaints. His/her tactful sympathetic handling of situations, speed accuracy along with a genuine smile help to settle misunderstandings assure future patron