五星级酒店前台收银标准工作程序.docxVIP

01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 前台收银标准工作程序 Check out a guest with credit card 结账时使用信用卡 Check out a guest with deposit refund 结账时退还押金 Check out a guest with transferring 结账时转账 Check out a guest with foreign currency 结账时使用外币 Check out a guest with cash 结账时使用现金 Check out a guest with city ledger 结账时挂账 Check out a guest ( P/B another in hse gst) 住店客人为另一住店客人付账 Check out a guest ( Group ) 为团队结账 Check out a guest (Long Staying ) 为长住客结账 Computer down-time procedure 电脑系统无法使用时结账程序 Check out a guest ( Late charge ) 信用卡追帐 Rebate procedure 费用扣减程序 Correction procedure 修改账目程序 Foreign exchange (Cash) 兑换外币 （现金） Foreign exchange (Travelers check) 兑换外币 （旅行支票） Cash advance 现金付出程序 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: Fi WHAT TO DO delio work station/Bill folio/Cash r HOW TO DO efund voucher WHY Greet and welcome guest ,offer help 问候 In quire guest room n umber and collect guest room key 询冋房号 Check satisfacti on of guests stay with gust In quire for Mini Bar usage 询问客人是否有额外消费 Prin t out bill folio 打印账单确认账目 In itiate 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 n umber if guest request to check out by saying: May I have your room n umber, 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 say ing: Mr./Ms. XX. May I have your room key, please?” If guest no key holdi ng it, release the guest. Then ask guest if there was any additional charge and if so, add to the guest folio. By say in g:” Mr. / Ms XX do you have any mini bar charge today or have booked limous ine service to the airport?” 询问客人是否有额外的酒水或订 车消费。 Print out guest folio for guest review by say ing: Mr./Ms. Here is your bill folio, would you please check it? 打印岀帐单让客人检查：XX先生 这是您的帐单请过目.” Sin cerity to be ready to serve guest at first tim