商贸饭店-前台收银标准操作程序cashiersop.docx

STANDARD OPERATION PROCEDURES
标准工作程序

FRONT DESK CASHIER
前台收银

FRONT DESK
STANDARD OPERATING PROCEDURES

Task No. Description

CA01 Cash pay-out procedure 现金付出程序

CA02 Check out Golden Circle LSG Folio’s 贵宾金环会长住客人结算

CA03 Check out guest with bank cheque 使用银行支票结账

CA04 Check out guest with cash 结账时使用现金

CA05 Check out guest with city ledger 结账时挂账

CA06 Check out guest with credit card 结账时使用信用卡

CA07 Check out guest with deposit refund 结账时退还现金

CA08 Check out guest with transferring 结账时转账

CA09 Check out guest with traveler cheque 结账时使用旅行支票

CA10 Computer down-time procedure 电脑系统无法使用时结账程序

CA11 Correction procedure 修改帐项程序

CA12 Credit card acceptance procedure 信用卡收取程序

CA13 Credit Card late charge 信用卡追帐

CA14 Group check out procedure 团队结账程序

CA15 Guarantee No Show Billing Procedure 担保预定未到的账务处理

CA16 Prepare for group check out 为团队结账做准备

CA17 Prepare for long staying guest check out 为常住客准备结账

CA18 Rebate procedure 费用扣减程序

CA19 Shift end procedure 收银员关帐程序

DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO : FD-CA 01

TASK : Cash paid-out
现金付出程序( Page 1 of 2 )
EQUIPMENT REQUIRED: Opera work station
WHAT TO DO
HOW TO DO
WHY

1. Ask guest or GSA to confirm the paid-out item. .
现金付出原因

2. Inquire guest room No or name for confirm the guest is our in-house guest or registered guest.
询问房号

3. Get approval.
取得批准

4. Request the guest to
present the credit ard or the card number which received by GSA.
出示信用卡

Ask guest or GSA to confirm which paid-out item they need.
a. Refund of deposit.
b. Disbursement :
Include mainly concierge related
items such as postage, courier and
transportation charges as well as
cash advance backed up by credit-
cards.
c. Purchases of Air-tickets for Hotel
Registered Guest.
询问客人或员工现金付出的原因
a. 押金退款
b. 支付款项
包括礼宾部有关的项目，如邮寄
费，特快专递费，租车费等

If the guest ask for cash advance from credit card or for postage and purchases air ticket. Should verify if the guest is our in-house guest or registered guest.
询问房号，确认是否为登记的住店客人

All paid-out vouchers must be approved by SM, FOM and signed by guest. Limited to RMB 2000 per individual guest. Above RMB 2000, must get approve from FC
.
所有现金付出必须得到前厅部经理（人民币2000内），人民币2000以上必须得到财务总监或总经理同意。
并且客人必须在现金付出单上签字

Compare the specimen signature on the card with the signature on the Registration card.
对比信用卡背面的签名样式是否和登记卡上的签名一致

Follow the hotel‘s policy.
遵循酒店财务政策

Follow the hotel‘s policy.
遵循酒店财务政策

Follow the accounting policy
遵循酒店财务政策

Ensure the guest is the card holder.
确保客人为持卡人

PREPARED BY: JOAN YANG

APPROVED BY: MR JAMES XI
DESIGNATION:FOM

SIGNATURE/DATE

DESIGNATION:GM

SIGNATURE/DATE

DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO : FD-CA 01
TASK : Cash paid-out
现金付出程序( Page 2 of 2 )
EQUIPMENT REQUIRED: Fiddle work station
WHAT TO DO
HOW TO DO
WHY

5. Prepare paid –out
voucher and Misc. quick form..
现金付出单和杂项单

6. Get credit card
approval code from EDC machine
信用卡授权

7. Posting the charges
and payment to guest folio or one permanent folio.
入账

8. Count the money to the guest and bid farewell with the guest or give the cash to GSA who handle the paid out
清点现金给客人或相关员工

9. Print out bill
folio.
打印帐单

10. File materials
整理资料

Fill in the paid-out voucher and ask the guest to sign on it. Then use paid out form quick form to add 2.75% commission for cash advance and purchase of air-ticket.
准备现金付出单和填写杂项单以收取3%的手续费。

Use EDC machine to get the approval code. The total amount should be cash advance add 3% service charge.
Expect Golden Circle member can be waived 3% commission within Rmb2000.00 per stay.
使用EDC系统或的信用卡授权，总额为现金付出额加3%手续费。

Use Paid-Out code to posting the amount of cash advance and Misc. code for 4% commission then settle it. The balance must be zero.
在系统中入账，现金付出额账目，手续费账目和信用卡帐目，最后余额必须为零。

Carefully but efficiency count money and give it to the guest one by one
for double check. Then bid farewell guest.
清点现金给客人或相关员工，与客人道别。

Print out bill folios attach with credit-card slip submit to accounting
打印帐单并随付信用卡单送交财务部。

Filing all bill folio.
整理所有相关账单资料

Follow the accounting policy
遵循酒店财务政策

Follow the accounting policy
遵循酒店财务政策

Follow the hotel ‘ s policy
遵循酒店财务政策

Follow the hotel‘s policy.
遵循酒店财务政策

Follow the accounting policy
遵循酒店财务政策

For accounting checking.
备财务部检查

PREPARED BY: JOAN YANG

APPROVED BY: MR JAMES XI
DESIGNATION:FOM

SIGNATURE/DATE

DESIGNATION: GM

SIGNATURE/DATE

DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO : FD-CA 02
TASK :Checking Out GC LSG Folio’s
贵宾金环长住客人结算( Page1 of 1 )
EQUIPMENT REQUIRED: Fiddle work station
WHAT TO DO
HOW TO DO
WHY

1. Creating a sharer or dummy folio.
建立分享或假房账单

2. Adjustments on Guest Folio.
调整账单

3 .Settlement and transfer of folios.
结算转帐

4. Check out of share folio.
将分享帐退房。

Creating a sharer dummy folio. Ensure that the Rate Code is No Rate. Check in the reservation .
建立分享或假房账单。确保没有价格，再将其办理入住。

The accorded discount /rebate must be given on guest folio depending on contract signed between hotel and guest. It is recommended that transactions should be marked according to department code and transferred to separate window in the sharer (Use window 1,2,3 and 4 ).
根据酒店和客人之间的合同，给客人打折或冲减。按照不同消费项目，分别放在1，2，3，4窗口中。

Transfer all settled item to Share folio.
The folio can be city ledger off directly at the end of each month or in accordance to contract signed.
将调整好的帐目转入分享帐单。当每月的月底运用城市挂账将帐目转入财务部或按照所签合同的要求处理。

Upon making settlement, the sharer folio is to be checked out of the system in order to clean off payments which have been made.
在电脑中将调整好的帐目，办理退房。

Prepare for adjust guest folio.
为调整客人账务做准备。

Deliver benefit for guest according to contract. Separate window allows for clearer data.
按照合同，给客人提供优惠。
将账目分别放在不同窗口，确保账目清晰。

Follow the Contract benefit policy
遵循合同优惠

Follow the hotel’s policy.
遵循酒店财务政策

Follow the hotel‘s policy.
遵循酒店财务政策

PREPARED BY: JOAN YANG

APPROVED BY: MR JAMES XI
DESIGNATION:FOM

SIGNATURE/DATE

DESIGNATION: GM

SIGNATURE/DATE

DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO : FD-CA 03
TASK : check out guest with bank cheque
使用银行支票结账(Page 1 of 3)
EQUIPMENT REQUIRED: Opera work station/Printer
WHAT TO DO
HOW TO DO
WHY

1. Greeting guest.
问候

2. Inquire guest room number.
询问房号

3. Collect guest room key.
收取钥匙

4. Inquire guest if there is any late charge in the room.
询问客人是否有额外消费

5. Print out bill folio.
打印账单

6. Withdraw guest registration card from bucket.
取出登记卡

7. Confirm balance with guest and invite guest to sign the bill.
客人签字

8. Confirm payment with guest.
确认付账方式

Initiate to greet guest with smile
“Ni hao. Sir/Madam. May I help you?” Keep body straight up and eye contact.
问候客人

If guest claim to check out, say:
“Sir/Madam, may I have your room number.”
客人要求退房时，询问房号

Politely collect guest room key for recycling.
礼貌收取钥匙

Politely ask guest:” Mr./Ms. XX
Do you have any additional charge in your room today?” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer.
Also we can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?”
If yes double check or post to guest account.
询问客人是否有额外消费，如酒水和订车。

Print out bill folio for guest review by saying:“Mr./Ms, XX here is your folio may I review your account with you?"
打印账单给客人检查

Draw out guest registration card from guest bucket ready for guest checking.
取出登记卡为结账做准备

Confirm balance with guest, if balance is a debit amount say:
“RMB3450, Am I right? And
may I have your signature here?”
确认账目没问题，请客人签字

Politely confirm payment with guest .(Payment method has been
Indicated on register card upon guest check in.)
礼貌与客人确认付账方式是否与入住是一致

Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time.
表现我们的真诚，礼貌的服务

To get accurate guest information so as to provide precise service.
得到准确信息

Save cost care about hotel expense.
循环再用，节约成本

Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest.
避免客人离店后追帐

Let guest have a check to avoid any dispute. Respect guest right , delight guest with our honesty and friendly service.
客人检查账单避免今后对账目发生疑问

Respect guest decision right, let guest feel our humility and self esteem.
尊重客人

PREPARED BY: JOAN YANG
APPROVED BY: MR JAMES XI

DESIGNATION; FOM

SIGNATURE/DATE

DESIGNATION: GM

SIGNATURE/DATE

DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO : FD-CA 03
TASK : Check Out Guest with Bank Cheque
使用银行支票结账(Page 2 of 3)
EQUIPMENT REQUIRED: Guest bucket/Opera work station
WHAT TO DO
HOW TO DO
WHY
9. Collect the cheque from the guest and check.
收取支票，检查

Personal cheque , Overseas cheque and Overseas company cheque are not acceptable. The guest ‘ s company cheque must be strictly adhere to following procedure:
个人支票，海外支票不接受。公司支票必须严格按以下项目核查才可接受：
a. Hotel will only accept a company cheque which is issued by a bank located in Kunshan.
b. Cheque should not be dated very early as cheque are generally valid for ten days only.
c. The cheque should made payable to Traders Hotel Kunshan or blank.
d. Ensure that the cheque bear three type of stamps from the company
-The Company name stamp
-The finance Dept. stamp
-The authorized person stamp
e. The cheque should be written in black ink using felt pen
f. If there is a limit indicated on the cheque, ensure that expense are within that limit. Any amount in excess of the limit must be paid by cash or valid credit card.
g. The following information should be written down at the back of the cheque better in pencil:
-Company Tel No. & address
-Guest name ID card No.
在昆山必须有所发公司支票的银行；公司支票发出日期不可太早，因为支票有效期为发出日期十日内；支票收款方为昆山商贸饭店或空白；支票须有公司印章，法人章，财务章；支票需用黑色签字笔书写；注意支票的限用金额是否足够付清酒店帐项；支票背书包括-
客人姓名，证件号码，公司电话和地址。
Avoid skipping risk and care about hotel benefit.
避免空头支票，保护酒店利益。

PREPARED BY: JOAN YANG

APPROVED BY: MR JAMES XI
DESIGNATION: FOM

SIGNATURE/DATE

DESIGNATION: GM

SIGNATURE/DATE

DEPARTMENT: Front Office
JOB TITLE : Guest Service Associate
TASK NO : FD-CA 03
TASK : check out guest with bank cheque
使用银行支票结账( Page 3 of 3 )
EQUIPMENT REQUIRED: Fiddle work station
WHAT TO DO
HOW TO DO
WHY

10. Post cheque payment in computer then check it out.
入账

11. Print one bill folio with zero balance for guest review.
成零账单

12. Check if guest need any else help.
提供额外帮助

13. Alert bell men to be ready to serve guest.
提醒行李员服务客人

14. Bid farewell with guest.
送别

12. File materials.
整理资料

Immediately post cheque payment and check out the room in computer correctly.
在系统中入账退房。

Print out one bill folio with zero balance for guest review.
打印成零账单给客人复查

Confirm with guest if they need any else help, say “Mr./Ms. XX, is there anything else I can do for you.”
与客人确认是否需要其他帮助

Use gesture, eye sight or words to alert bell man to be ready to serve guest leaving.
使用手势，眼神提醒行李员服务客人

Bid farewell guest, saying “Mr./Ms., thank you for your staying Traders Hotel, Kunshan.
We wish you to come back again and have a pleasant trip.”
真诚的送别客人，并希望下次光临。

File bill folio(guest approval signature folio and zero balance
folio) , guest registration card together well.
整理资料，客人登记单，账单。

For checking out folio in computer and immediately posting avoid guest waiting.
Avoid forgetting check out guest room in computer which will cause loss of hotel room revenue. Caring about hotel revenue at every time.
立即在系统中入账退房，避免客人久等和保障酒店利益。

Respect guest decision.
尊重客人

Anticipate guest request show our caring about guest at every time.
预见客人需要，关心客人

Anticipate guest request to show our carefully and genuine service.
预见客人需要，关心客人

Passed all materials to Financial department for checking.
将所有资料交财务部。

PREPARED BY: JOAN YANG

APPROVED BY: MR JAMES XI
DESIGNATION: FOM

SIGNATURE/DATE

DESIGNATION:GM

SIGNATURE/DATE

DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO : FD-CA 04
TASK : Check out guest with cash
结账时使用现金( Page 1 of 3 )
EQUIPMENT REQUIRED: Opera work station/Bill folio
WHAT TO DO
HOW TO DO
WHY
1. Greeting guest.
问候

2. Inquire guest room number.
询问房号

3. Collect guest room key.
收取钥匙

4. Inquire guest if there is any additional charge in the room.
询问客人是否有额外消费

5. Print out bill folio for guest checking.
打印账单给客人检查

6. Withdraw guest registration card from bucket.
取出登记卡

7. Confirm balance with guest and invite guest to sign the bill .
客人签字

8. Confirm payment with guest.
确认付账方式

Initiate to greet guest with smile
“Nin hao. Sir/Madam. May I help you.” Keep body straight up and eye contact.
问候客人

If guest claim to check out, say:
“Sir/Madam, may I have your room number.”
客人要求退房时，询问房号

Politely collect guest room key for recycling.
礼貌收取钥匙，用以循环使用

Politely ask guest:“ Mr./Ms. XX
Do you have any additional charge in your room today.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer.
Also we can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?”
If yes double check or post to guest account.
询问客人是否有额外消费，如酒水和订车。

Print out guest folio for guest r