酒店管理前厅 前厅培训——国际集团连锁酒店前台收银培训2018（叶予舜）.docx

酒店管理前厅 前厅培训——集团连锁酒店前台收银培训STANDARD OPERATION PROCEDURES标准工作程序FRONT DESK CASHIER前台收银FRONT DESK GUEST SERVICE ASSOCIATESTANDARD OPERATING PROCEDURESTask No. Description01 Check out a guest with credit card 结账时使用信用卡02 Check out a guest with deposit refund 结账时退还押金03 Check out a guest with transferring 结账时转账04 Check out a guest with foreign currency 结账时使用外币05 Check out a guest with cash 结账时使用现金06 Check out a guest with city ledger 结账时挂账07 Check out a guest ( P/B another in hse gst) 住店客人为另一住店客人付账08 Check out a guest ( Group ) 为团队结账09 Check out a guest (Long Staying ) 为长住客结账10 Computer down-time procedure 电脑系统无法使用时结账程序11 Check out a guest ( Late charge ) 信用卡追帐12 Rebate procedure 费用扣减程序13Correction procedure 修改账目程序14 Foreign exchange (Cash) 兑换外币 （现金）15 Foreign exchange (Travelers check) 兑换外币 （旅行支票）16 Cash advance 现金付出程序17 Shift end procedure 收银员关帐程序DEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FD-CA. 1 ( Page 1 of 5 )TASK: Check out guest with credit card结帐时使用信用卡EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucherWHAT TO DOHOW TO DOWHY1. Greet and welcome guest ,offer help问候2. Inquire guest room number and collect guest room key询问房号3. Check satisfaction of guest’s stay with gust 4. Inquire for Mini Bar usage询问客人是否有额外消费5. Print out bill folio打印账单确认账目Initiate to greet guest with smile:“Ni hao, Sir/Madam, May I help you.” 问候客人“您好，请问有什么能帮到您吗？”Politely ask for room number if guest request to check out by saying: “May I have your room number, please.” 客人要求退房时，礼貌询问客人房号 “How was your stay , Mr./Mrs. XX”Politely ask for room key by saying: “Mr./Ms. XX. May Ihave your room key, please?”If guest no key holding it, release the guest. Then ask guest if there was any additional charg