国际酒店前厅前台操作程序手册-SOP Rec 34 Check out guest with credit card.doc

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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: 34TASK: Check out guest with credit card (Page 1 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work

2、station/Bill folio/credit cardWHAT 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.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 fo

3、lio.Withdraw guest registration card and guest check from bucket.Remind guest to close safe deposit box Initiate 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

4、I have your room number and your room key, please.”Collect back key at the same time.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 hold one bill folio PREPAR

5、ED BY编写人 Front desk and sent to his/her room, just match bill amount on the folio and amount in computer to see if 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.”Dr

6、aw out guest registration card and all guest checks from guest bucket ready for guest checking.If find guest hold safe 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 i

7、nformation so as to provide precise service.Avoid any late charge after guest departure, use our politely manner to 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, d

8、elight guest with our honesty and friendly service. Prepare all necessary materials well in case guest want double check, anticipate guest request to show our genuine service.Remind guest that dont forget itemsat hotel 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S

9、IGNATURE/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: 34TASK: Check out guest with credit card (Page 2 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folio/credit cardWHAT 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Confirm balance with guestRelease

10、safety boxConfirm credit card with guestCollect credit card from guest to settle bill with EDC machineInvite guest to sign on credit card voucher Verify guest signature Posting credit card settlement into computer.Check out guest folio in computerPrint out one bill folio Tear the customers copy of c

11、redit 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, 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 y

12、ou 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 guest 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

13、card voucher. Verify guests signature on the credit card voucher and the signature specimen on the back of credit card. Immediately credit card settlement 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

14、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 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

15、bank. Confirm guest is credit card holderEnsure all the bill are settled before guest leaveAvoid forgetting check out guest room in computer which 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 guest

16、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: ReceptionistTASK NO任务编号: 34TASK: Check out guest with credit card (Page 3 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folio/credit cardWHAT TO

17、 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Give the guest bill folio, credit card and customers credit card voucher copy to guest.Offer “ Departure card”Check if guest need any else helpBid fare well with guest. File Insert guest bill folio and credit card customers copy in check out envelop with

18、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, say, “ Mr./Ms. xx, here is oneImmigration departure card for your using at the customs.”Confirm with guest if they need a

19、ny 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 back again and have a pleasant trip.” Attach guest registration card, credit card voucher and bill folio together. One cop

20、y 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 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部门 checking. 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