国际酒店前厅前台操作程序手册-SOP Rec 37 Check out guest with city ledger.doc

《国际酒店前厅前台操作程序手册-SOP Rec 37 Check out guest with city ledger.doc》由会员分享，可在线阅读，更多相关《国际酒店前厅前台操作程序手册-SOP Rec 37 Check out guest with city ledger.doc（6页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist TASK NO任务编号: 37TASK: Check out guest with city ledger (Page 1 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work

2、station/Bill folio/Liability formWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Greeting guestInquire guest room number and collect back room key Inquire guest if there is any mini bar consumption in the room.If guest have a bill folio prepared last night, just match the amount of bill Print ou

3、t bill folio.Withdraw guest registration card and guest check from bucket.Confirm balance with guest.Confirm payment with guestInitiate 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 ou

4、t, say,“Sir/Madam, May I have your room number and room key, please” Politely ask guest “ Mr/Ms.XX, 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 have a bill folio prepared last night, ju

5、st match the amount of bill on folio with the amount in the computer to see if they are same. If guest have no prepared 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 gu

6、est checks from guest bucket ready for guest checking.Confirm balance with guest, if balance is credit, say,” Mr/MsXX, your credit balance is RMB3450, am I right.”Politely confirm payment with guest,“Mr./Ms.XX, you room charge will be paid by company or travel agent, am I right.”(Payment method has

7、been indicated on registration card upon get check in)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.Save cost, care about hotel expense.Avoid any late charge after

8、 guest departure, use our politely manner to show our courtesy and respect to guest.Save timeLet 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 check, anticipate guest re

9、quest to show our genuine service.Respect guest decision right, let guest feel our humility and self-esteem.Double check with guest, ensure precise service can always be provided.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期 DEPARTMENT部门: Fro

10、nt Office JOB TITLE职务: Receptionist TASK NO任务编号: TASK: Check out guest with city ledger (Page 2 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folio/Liability formWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Check company letter or travel agent voucher. . Check if there is A/R num

11、ber in computer. Invite guest to sign on bill folio. When guest is checking bill folio, receptionist should carefully but efficiency check company letter or travel agent voucher.Regarding company letter, check:* Guest name,* Arrival date/departure date* Room type/room rate* Payment statement (part o

12、r full of charge will be paid by company. * Company authorized person signature* Company chopRegarding travel agent voucher, check:* Travel agent name* Guest name* Arrival date/departure date* Room type/room rate* Meal arrangement * Travel agent chopGo to computer to check if there is A/R number alr

13、eady set by credit manager in computer.If there is no A/R number, contact credit manager immediately or refer to Assistant Manager in case credit manager cant be reached.Politely invite guest to sign bill folio.If room is booked through travel agent, only incidental charge can be shown to guest for

14、settling, All charge paid by travel agency e.g. room charge, meal charge should be kept for collecting money from travel agency. It is confidential to guest. Save time, care about guest time.Check if guest staying periond has been exceeds limited date stipulated by company. Care if hotel can get pay

15、ment from company and travel agent. All charge will be settled by city ledger should be checked and APPROVED BY批准 credit manager and one A/R number will set by credit manager after approval.All charge that will be settled by city ledger should be signed by guest for acceptance except travel agent re

16、servation. PREPARED BY编写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist TASK NO任务编号: 37TASK: Check out guest with city ledger (Page 3 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folio/Liabil

17、ity formWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Settle rest balance which will not be paid by company and travel agent,Provide Departure card to guest. Ask if guest need any else helpAlert bellmen to be ready to serve guest.Bid fare well with guest. Post city ledger in computer, print ou

18、t one bill folio settled by city ledger and check out guest folio.File all materialsPolitely ask guest how to settle rest charge, which will not be settled by company or travel agent. Following the procedure of check out with cash, travelers cheque and credit card.If guest is foreigner, provide Depa

19、rture card to guest, say “ Mr./Ms. xx, here is one departure card for your using at the customsConfirm with guest if they need any else help, say: “ Mr./Ms.XX, Is there anything else I can do for you.”Use gesture, eyesight or words to alert bellman to be ready to serve guest leaving.Bid fare well gu

20、est, saying“ Mr./Ms., Thank you for your staying in Sofitel Boao, we wish you to come back again and have a pleasant trip.” After guest departure, post city ledger in computer to settle the charge which will be paid by company or travel agent. Print out this folio and check out guest room in compute

21、r.File guest registration card, bill folio, and guest cheques together. *Note: If find guest still hold safe deposit box during check out, remind guest to release box before checking out.Avoid any late charge after guest departure, care about hotel benefit.Anticipate guest request Anticipate guest r

22、equest show our caring about guest at every time.Anticipate guest request to show our carefully and genuine service.Sincerely appreciate guest to stay in Sofitel Hotel to show our courtesy, humility and warm service.Remember the last impression is the lasting impression. Conduct posting and checking

23、 out procedure is avoided to make guest wait, care about guest time to let guest feel our caring and genuine service. All necessary materials regarding city ledger should be attached together for Financial checking and collecting payment from company or travel agent.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATADESIGNATION名称SIGNATURE/DATE签名/日期签名/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