前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-18-03 Check Out Complimentary Room免费房结账.doc

LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS -18-03Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Check Out Complimentary Room 免费房结账_OBJECTIVE目的：Guest must not be charged for complimentary rooms.不得向免费房的客人收取房费POLICY政策：Folios must be checked out from the system although no charges are incurred.即使没有费用发生也需要在系统内按照正常退房程序进行。PROCEDURES 程序： 1. Follow normal FIT checkout procedures.按照正常退房程序进行。2. Review carefully the stated billing instructions. In most cases only the room charge is complimentary and the Incidentals are settled directly by the guest.按照电脑内指令进行结账程序。大多数情况下仅房费免费，其它费用由客人自付。3. If other charges are also complimentary, ensure they are not charged.如果所有费用免费，要确保不收客人费用。4. Obtain payment for incidental charges if applicable and process as per normal check out, giving the guest a zero balance folio showing his charges and the cash payment.如果客人杂费自付，按照正常客人结账手续进行，打印余额为零的账单给客人。5. If only part of the guest's expected charges is complimentary, the guest MUST take an alternative method of payment for incidental charges 如果只有客人消费的一部分为免费,针对客人的其他消费就必须选择其他方法6. The complimentary room reservation form must be attached to the guest folio and sent to income audit.必须将免费房单附在账单上交给审计。Reviewed by : Approved by: _ Division Head General Manager2