国际酒店前厅管理手册Front Office Reception-RM-FO-GS-17-01 现金结账Check Out with Cash.doc

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1、国际酒店前厅部操作手册前厅部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。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-17-01Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Check Out With Cash 现金结账_OBJECTIVE目的：All check out procedures must be processed accurately in a friendly and efficient way.客人结账程序

3、必须准确和高效。POLICY政策：The GSA must offer a pleasant departing comment to the guest. 临别时要预祝客人旅途愉快。PROCEDURES 程序： Follow FIT check out procedures (Credit Card) except for the following:除以下几点外其余按照客人正常结账程序进行：1. If guest has indicated upon check in that he will pay by credit card but now wants to pay cash, ca

4、ncel the approval code that was previously obtained.如果客人在入住时是以信用卡作担保，但现在想付现金，必须取消信用卡的授权.2. Tear up the credit card authorization voucher in front of the guest. Or give back to the guest在宾客面前将信用卡的授权单销毁，或者还给客人3. Post the payment using the appropriate settlement code. 用相应的代码结账。4. Print the final copy o

5、f the folio. Place it in the guest departure envelope together with his copy of the official receipt. Hand it to the guest, thank him and bid him farewell.打印最后账单。将账单和正式发票放入结账信封交给客人。感谢客人入住本酒店，并愉快道别。5. Settlement with foreign currencies must first change to RMB, then settle the executed with the settlement code.外币结账必须首先兑换成人民币，然后可以采用相应的代码结账.6. Attach the copy of the folio together with Registration Card; place them in the drawer for shift balancing.将登记卡和账单订在一起以备平帐用。Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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酒店管理之家