国际酒店前厅管理手册Front Office Reception-RM-FO-GS-08-05 现金交易Check-in guest with Cash.doc

国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS -08-05Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Check In Guest with Cash 现金付款宾客登记入住_OBJECTIVE目的：Guests must be registered and checked-in in a friendly and efficient manner热情，快捷地为客人登记。POLICY政策：Guests who wish to settle their account by cash must be asked to provide a deposit at 1000*n (room rate already settled) or room rate +1000 per night要以现金方式结账的客人，在入住时必须用现金作担保,房费已支付的客人为RMB1000*房晚.房费未支付的为房费+RMB1000 每晚PROCEDURES 程序： 1. The Cash Only status refers to those guests who chose to settle their account with cash, and who have not left a credit card imprint as an alternative method of payment or form of guarantee of payment.现金担保方式是指客人不愿用信用卡或其它方式做担保，并且结帐时也用现金付账.2. If a guest indicates during check-in that they wish to settle their account with cash, the GSA also can request a credit card from the guest as a form of guarantee, and inform the guest that they can still pay cash upon departure.如果客人入住时讲明要用现金结账，大使也可以先让客人用信用卡做担保，结账时再付现金。3. If the guest does not have a credit card or any other method of guarantee, they must be asked for the full payment of their daily room charge +1000*nights to cover incidentals such as mini bar and phone calls. Any balance remaining on the departure day must be refunded upon check-out.如果客人没有信用卡或其它付账方式担保。一定要收取足够的定金。一般按照(每日房费+1000)再乘以入住天数。告诉客人剩余定金会在结账时退还客人。4. The cash received must be posted to the guest account and an official receipt given to the guest.将客人定金立刻入到客人账户中，打印正式收据给客人。5. Add Comments to the guest folio, and write on the registration card Cash Only. Upon check-out, the GSA can then easily identify how the guest will settle their account. 在电脑内注明“客人结账用现金”。以便在结账时员工能够立刻了解客人的付账方式。6. At the beginning of each shift, the Shift leader must print a High Balance Report, to ensure that the account balances of Cash Only guests are still in credit.开始当班时，当班主管必须打印高额账目报表。保证现金付账客人的消费在限额内。7. When the deposit is fully consumed, the guest must be requested to provide a further deposit to cover the charges for the rest of their stay.如果发现客人定金不足，必须请客人续交定金。8. Any problems with this procedure must be referred to the Guest Service Manager, Front Office前厅部 Manager or Credit Manager.在执行以上程序过程中如果有任何问题，要立刻通知宾客服务经理，前厅部经理或信贷部经理。Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家