前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-09-03 Check-in guest with vouche持旅行社凭据宾客入住.doc

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1、pLOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-09-03Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Check In Guest with Voucher 持旅行社凭据宾客入住_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。POL

2、ICY政策：The hotel will accept travel Agent/Tour Operator vouchers according to the Marriott Voucher Acceptance Program, as well as the local contracts negotiated by the Sales Department and approved by the Credit Manager.与万豪集团有协议的旅行社凭证，与销售经理有协议的本地客户并经过信贷部经理批准的旅行社凭证酒店都将接受。PROCEDURES 程序： 1. Proceed with

3、 check-in as normal. Check the method of payment on the guest profile. Usually the voucher details are given at time of the Reservations. If the guest does not present a voucher, it has to be requested from the guest.按照正常程序为客人登记。核对电脑客人资料中的付账方式。通常在做预订时已有凭证信息。如果客人没有主动出示凭证必须请客人出示。2. When the guest pres

4、ents the voucher as their method of payment, the GSA must read the details of the voucher carefully and confirm with the guest the charges covered.如果客人出示凭证作为付账方式，宾客服务员必须仔细阅读付款凭证并和客人确认付费内容。3. For vouchers that are part of an airline ticket, be sure to only remove the Hotel Service Coupon, not the fli

5、ght Coupon.如果凭证包含在航空公司机票联中，酒店只可以保留酒店凭证联，而不是整个飞机票联。4. Check the dates on the voucher to ensure it has not expired and refers to the guests stay at the Hotel.检查兑换券的日期，根据客人的入住期间确保客人的兑换券是否过期。5. Ensure the travel Agency who issued the voucher has the A/R account in Opera. The A/R accounts name and relate

6、d address is requisite. 确保兑换券的发行旅行社在系统里有专门的应收账户。此账户的名字和地址必不可少。6. If the voucher only covers part of the guests expected charges, the guest MUST take an alternative method of payment for incidental charges (refer Credit Card/Cash procedures).如果凭证只包含客人预计消费的一部分,针对客人的杂费就必须选择其他方法.(参照信用卡和现金程序)7. Record th

7、e Voucher number in the computer system. The system must be updated to accurately reflect the charges covered by the voucher.在系统中记录兑换券号码. 同时还须将凭证包含的付费项目在电脑内准确注明。8. Attach the voucher to the back of the Registration Card until the guest has checked out. Then the voucher must be attached to the guest

8、folio and sent to income audit.汇兑换券附着在登记卡的背面直到客人要求离开，然后将兑换券付在分录账上交给审计核销9. The GSA must be careful to differentiate between a confirmation voucher and a charge voucher. If the GSA is uncertain whether the voucher is acceptable, for any reason, the guest must be informed that the voucher must be confi

9、rmed and the guest will be contacted as soon as possible after check-in.宾客服务员必须学会区分确认信和付款凭证。如果员工不能确认凭证是否能够接受，必须通知客人此凭证需要确认后才能接受，确认后会马上告诉客人结果。10. If the guest claims that the voucher covers more than is indicated, inform the guest that we can only honor the stated charges on the voucher and that we will contact the issuer as soon as possible to confirm any other charges.如果客人声称还有其它费用包括在内，告诉客人酒店只承认凭证上所列项目，但酒店会联系签发凭证的公司确认其它费用。Reviewed by : Approved by: _ Division Head General Manager2