国际酒店前厅操作手册-SOP Rec 34 信用卡结账Check out guest with credit card.doc

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1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部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

2、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。DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待 TASK NO任务编号: 34TASK任务: Check out guest with credit card (Page 1 of 3)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/credit cardWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Greeting guestInquire guest ro

3、om number.Inquire guest if there is any mini bar consumption in the room.If guest has hold one bill folio, just match the amount of bill folio with the amount in computer Print out bill folio.Withdraw guest registration card and guest check from bucket.Remind guest to close safe deposit box Initiate

4、 to greet guest with smile, say,“Good morning/Good afternoon/Goodevening, Sir/Madam, May I help you.”Keep body straight up and eye contact.If guest claim to check out, say,“Sir/Madam, May I have your room number and your room key, please.”Collect back key at the same time.Politely ask guest” Mr/Ms.X

5、X, Do you use your mini bar in your room last night.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. If guest hold one bill folio prepared by Front desk and sent to his/her room, just match bill amount on the folio and amount in computer to see if

6、they are same.If guest have no prepared bill folio/or have new posting, print out guest folio for guest review, say, “ Mr./Ms., Here is your bill folio, would you please have a look.”Draw out guest registration card and all guest checks from guest bucket ready for guest checking.If find guest hold s

7、afe deposit box, remind guest to release box. Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. To get accurate guest information so as to provide precise service.Avoid any late charge after guest departure, use our politely manner to

8、 show our courtesy and respect to guest. If amount are same, it is unnecessary to print out bill folio, time is saved.Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. Prepare all necessary materials well in case guest want double

9、check, anticipate guest request to show our genuine service.Remind guest that dont forget itemsat hotel PREPARED BY : APPROVED BYDESIGNATIONSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待 TASK NO任务编号: 34TASK任务: Check out guest with credi

10、t card (Page 2 of 3)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/credit cardWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Confirm balance with guestRelease safety boxConfirm credit card with guestCollect credit card from guest to settle bill with EDC machineInvite guest to sign on credit card voucher V

11、erify guest signature Posting credit card settlement into computer.Check out guest folio in computerPrint out one bill folio Tear the customers copy of credit card voucher off Confirm balance with guest, if balance is credit, say, “Mr/MsXX, your credit balance is RMB310 which will be refunded to you

12、, am I right”.If find guest still have safety box record, remind guest to release the box,“ Mr./Ms. xx, you still have a safety box on hand, may I help you to release it?”Confirm with guest if he still use the credit card which was used at check in to settle his/her bill. Collect credit card from gu

13、est to settle bill with EDC machine If failed to go through the EDC machine, just fill in the blank credit card voucher.Politely guest to sign on credit card voucher. Verify guests signature on the credit card voucher and the signature specimen on the back of credit card. Immediately credit card set

14、tlement into computer to balance the bill to zero. Check out guest room in computer immediatelyUpon check out in computer, print out one bill folio Tear off the customers copy from credit card voucher Respect guest decision right, let guest feel our humility and self esteem.Alert guest not to forget

15、 items left at hotel. Show our care for guest.Let guest decide the payment All credit card voucher should be signed by guest for claiming money from the bank. Confirm guest is credit card holderEnsure all the bill are settled before guest leaveAvoid forgetting check out guest room in computer which

16、will cause loss of hotel room revenue. Caring about hotel revenue at every time.For guest request or fileOne copy of credit card voucher is kept by guestPREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TA

17、SK NO任务编号: 34TASK任务: Check out guest with credit card (Page 3 of 3)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/credit cardWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Give the guest bill folio, credit card and customers credit card voucher copy to guest.Offer “ Departure card”Check if guest need any

18、else helpBid fare well with guest. File Insert guest bill folio and credit card customers copy in check out envelop with offical invoice, hand the envelop and credit card to guest with two hands. Say,” Mr/Ms. Here is your bill folio and your credit card, thank you.”Offer “ Departure card”for guest,

19、say, “ Mr./Ms. xx, here is oneImmigration departure card for your using at the customs.”Confirm with guest if they need any else help, say” Mr./Ms.XX, Is there anything else I can do for you.”Bid fare well with guest, saying“ Mr./Ms., Thank you for your staying in Sofitel Boao, we wish you to come b

20、ack again and have a pleasant trip.” Attach guest registration card, credit card voucher and bill folio together. One copy is for guest file, well package of bill folio will let guest feel our carefully and genuine service.Anticipate guests requestAnticipate guest request show our caring about guest

21、 at every time.Sincerely appreciate guest to stay in Sofitel Hotel to show our courtesy, humility and warm service.Remember the last impression is the lasting impression. For Financial department checking. PREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/DATADESIGNATIONSIGNATURE/DATE 签名/日期-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