酒店前厅前台接待服务手册 GSA-028 Operating the credit card machine 刷卡机的使用.doc

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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office 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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D028Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Operating Credit Card Machine刷卡机的使用Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 o

3、f 2Objective 目标: To serve guest needs by providing convenient credit card service.为客人提供便捷的信用卡服务以满足客人需求。Procedures 程序: When a guest checks in and wishes to settle their account by Credit Card then a pre-authorization is required to do this the following steps are to be followed:客人入住酒店，希望使用信用卡付费，就需要按照

4、以下步骤索要信用卡授权：- Press authorization key, then swipe the Credit Card.按预授权键，然后刷卡- The machine will now ask for a pre-authority amount, in this case it will be the amount of accommodation plus 50%.刷卡机会要一个预授权金额，这就按照房价的1.5倍收取- If the card has been accepted, the machine will print a receipt, which is to be

5、stapled to the guests registration card and the approval code will be recorded in Opera.如果交易可以接受，刷卡机会打印出卡单，这需要与客人的登记单钉在一起，并将授权号码在系统中做记录。l Operating Machine on Check Out with Pre-Authority 结帐时使用预授权的刷卡机操作1. The following steps are to be adhered to when checking guests out who wish to settle with their

6、 Credit Card.当为使用信用卡结帐的客人办理离店手续需要遵循以下原则。a)Press the OFF LINE KEY.按离线键b)Key in the card number, which you will already have on the pre-authorization.Press Enter.键入预授权卡单上信用卡卡号，然后回车c)Key in the expiry date.Press Enter. 键入有效日期，回车d)Key in the total for payment.Press Enter.键入总消费金额，回车e)Key in the Invoice N

7、umber (which is recorded on the pre-auth print out).Press enter.键入授权号码，回车f)This will now process as a sale. This is the copy the guest is to sign.这时就按消费进行。请客人在卡单上签字。g)Staple the Merchant copy (top copy) in front of the authorization copy (staple top left hand corner).将交易卡单钉在预授权单上（钉在左上角）h)Write the r

8、oom number on the sale merchant copy.在交易卡单上写下房间号码l Sale - i.e. No Pre authorization done on card 消费 例如，未做过预授权a)Swipe guests Credit Card. 刷卡 b)Type amount 键入金额 c)Receipt will print 打印卡单 d)Obtain guests signature 获得客人签名 e)Staple copy (follow above procedure). 粘贴酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招

9、聘、设计、程序、标准、SOP附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MAR

10、KETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家