国际酒店前厅部前台接待—SP-RM-FO-REC-A404 可接受的付款方式Acceptable forms of payments.doc

《国际酒店前厅部前台接待—SP-RM-FO-REC-A404 可接受的付款方式Acceptable forms of payments.doc》由会员分享，可在线阅读，更多相关《国际酒店前厅部前台接待—SP-RM-FO-REC-A404 可接受的付款方式Acceptable forms of payments.doc（6页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、国际酒店前厅部前台接待服务程序前台是展示公司的形象、服务的起点。对于客户来说，前台是他们接触我们公司的第一步，是对公司的第一印象，是非常重要的。烟花美文网小编整理了公司前台接待的工作流程，希望大家有所收获!前台接待，又叫“行政前台”，与“行政后台”对应，归属公司行政部管辖，它是现代企业典型职位之一，属于面向于公司外部的公司门面，代表着企业的形象，必须形象气质佳，由于此岗位需要值班，不得脱岗，故此职位人数最低不得少于2人；大多数企业通常会依人员流动性提供周期性内调的规定。其通常主要负责客户的来访及登记、电话转接等事务，迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问题。制定前厅

2、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。使前厅部运营及管理手册格式化，以便于更正、修改。Standard & Procedure 国际酒店前厅部流程标准与程序Position: Reception GSA职位：前台接待员Department: Front Office-ReceptionDept. Head: 部门：前厅部-前台部门经理：GM Approval: Date:总经理批准：日期：Task: Acceptabl

3、e forms of payments Code: RM-FO- REC-A404任务：可接受付款方式序号：RM-FO-REC-A404Standard:The following comprises the various forms of payment offered to guests. This information must be understood by all GSAs so guests are not delayed upon check out and the hotel can ensure receipt of appropriate payment for th

4、e services provided.标准：以下内容是关于酒店可以接受的付帐方式，每位员工必须清楚理解酒店可以接受的付帐方式以确保酒店收到相应的收入，避免结帐时耽误客人时间。Procedures:Credit Card1. Normally, the authorization code and the amount authorized would have already been obtained upon check in and recorded on the reverse side of the registration card. If the folio amount ex

5、ceeds the previous authorized amount, another authorization code has to be obtained. The authorization code must be entered on the voucher.2. The amount of the authorization must be entered into Fidelio system after check in. 3. A copy of the folio with a zero balance and the members copy of the vou

6、cher must be returned to the guest.Cash1. The guest folio will act as receipt unless an official receipt is requested by the guest.2. Post the appropriate amount as a cash transaction which will zero the account balance.3. Print the folio with the zero balance which can now act as a receipt.NB. Only

7、 those currencies which have been approved by the hotel and are listed on the daily foreign currency rates are accepted.Personal Cheques1. Personal cheques are NOT accepted.Accommodation Voucher1. If a voucher from a travel agent or airline has been accepted on check in, ensure that all the appropri

8、ate charges are posted to the master account. 2. If the guest has incurred any other incidental charges such as telephone, bar or Business Centre charges they would normally be paid for by the guest directly. This would normally be by cash or credit card and the procedures listed above must be adopt

9、ed. 3. The master account must be printed out, the folio checked out and the voucher attached to a copy of the folio and added to the bundle for night audit.Company Cheque1. Company cheques will be accepted with prior arrangement with the Finance Dept.2. Blank company cheques presented for payment w

10、ill be completed by the Reception shift leader or referred to the Credit Dept.Billing to Company1. For those folios which are to be settled by a Company, prior arrangements must have been made and an AR number created in the system.2. The folio will contain the Companys name and address and the bill

11、ing instruction letter/fax must be attached to the folio. If the folio and billing instructions are in order, the guest will be asked to sign the folio. A copy of the folio will be sent to the Company by the Finance Dept. processes their accounts receivable bill. 3. If prior arrangements have not be

12、en made and the guest requests that the bill or folio be charged to the company, approval must first be obtained from the Credit Manager.程序：信用卡1. 通常授权号码和金额已获得，并记录在登记卡背面。如果消费金额超过已经授权的金额，必须再次要授权，授权号码同样记录在签购单上。2. 客人登记入住后信用卡授权可以做为信用担保输入电脑。3. 打印余额为零的帐单连同签购单客户联交给客人。现金1. 一般情况下客人帐单可以做为发票使用，除非客人另行要正式的发票。2. 将

13、现金入帐使帐目余额为零。3. 打印余额为零帐单做为发票。备注. 只有那些酒店同意接受和有兑换率的货币前台才可接受。私人支票1. 私人支票不接受。旅行社凭证1. 如果客人入住时持有旅行社凭证，结帐时要注意将客人杂项费用和旅行社帐目按照要求分开打印。2. 如果客人还有杂费如电话费，酒水或商务中心费用。可以使用上述所讲到的以现金或信用卡方式由客人自己付帐。3. 打印主帐单，结掉旅行社凭证所列帐目。将旅行社凭证附在帐单后面交给夜审。公司支票1. 公司支票的接受必须事先经过财务部同意。2. 以空白公司支票结帐需由前台主管或信贷部来完成。公司挂帐1. 对于公司挂帐的帐目，需要事先安排并由财务部在电脑内给挂帐的号码2. 公司挂帐帐单需要包含公司名称，地址和批准挂帐的公司确认信/传真。如果帐单以及挂帐信息准确，需要客人在帐单上签字确认。财务部会将客人的签字帐单传真到申请挂帐的公司进行收帐。3. 如果客人事先没有申请挂帐，而结帐时才提出此类要求，必须经由信贷经理同意方可挂帐。酒店管理之家