STANDARDOPERATIONPROCEDURES标准工作程序FRONTDESKCASHIER前台收银FRONTDESKSTANDARDOPERATINGPROCEDURESTaskNo.DescriptionCA01Cashpay-outprocedure现金付出程序CA02CheckoutGoldenCircleLSGFolio’s贵宾金环会长住客人结算CA03Checkoutguestwithbankcheque使用银行支票结账CA04Checkoutguestwithcash结账时使用现金CA05Checkoutguestwithcityledger结账时挂账CA06Checkoutguestwithcreditcard结账时使用信用卡CA07Checkoutguestwithdepositrefund结账时退还现金CA08Checkoutguestwithtransferring结账时转账CA09Checkoutguestwithtravelercheque结账时使用旅行支票CA10Computerdown-timeprocedure电脑系统无法使用时结账程序CA11Correctionprocedure修改帐项程序CA12Creditcardacceptanceprocedure信用卡收取程序CA13CreditCardlatecharge信用卡追帐CA14Groupcheckoutprocedure团队结账程序CA15GuaranteeNoShowBillingProcedure担保预定未到的账务处理CA16Prepareforgroupcheckout为团队结账做准备CA17Prepareforlongstayingguestcheckout为常住客准备结账CA18Rebateprocedure费用扣减程序CA19Shiftendprocedure收银员关帐程序DEPARTMENT:FrontOfficeJOBTITLE:GuestServiceAssociateTASKNO:FD-CA01TASK:Cashpaid-out现金付出程序(Page1of2)EQUIPMENTREQUIRED:OperaworkstationWHATTODOHOWTODOWHY1.AskguestorGSAtoconfirmthepaid-outitem..现金付出原因2.InquireguestroomNoornameforconfirmtheguestisourin-houseguestorregisteredguest.询问房号3.Getapproval.取得批准4.RequesttheguesttopresentthecreditardorthecardnumberwhichreceivedbyGSA.AskguestorGSAtoconfirmwhichpaid-outitemtheyneed.a.Refundofdeposit.b.Disbursement:Includemainlyconciergerelateditemssuchaspostage,courierandtransportationchargesaswellascashadvancebackedupbycredit-cards.c.PurchasesofAir-ticketsforHotelRegisteredGuest.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Iftheguestaskforcashadvancefromcreditcardorforpostageandpurchasesairticket.Shouldverifyiftheguestisourin-houseguestorregisteredguest.询问房号，确认是否为登记的住店客人Allpaid-outvouchersmustbeapprovedbySM,FOMandsignedbyguest.LimitedtoRMB2000perindividualguest.AboveRMB2000,mustgetapprovefromFC.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ComparethespecimensignatureonthecardwiththesignatureonFollowthehotel‘spolicy.遵循酒店财务政策Followthehotel‘spolicy.遵循酒店财务政策Followtheaccountingpolicy遵循酒店财务政策Ensuretheguestisthecardholder.出示信用卡theRegistrationcard.对比信用卡背面的签名样式是否和登记卡上的签名一致确保客人为持卡人PREPAREDBY:JOANYANGAPPROVEDBY:MRJAMESXIDESIGNATION:FOMSIGNATURE/DATEDESIGNATION:GMSIGNATURE/DATEDEPARTMENT:FrontOfficeJOBTITLE:GuestServiceAssociateTASKNO:FD-CA01TASK:Cashpaid-out现金付出程序(Page2of2)EQUIPMENTREQUIRED:FiddleworkstationWHATTODOHOWTODOWHY5.Preparepaid–outvoucherandMisc.quickform..现金付出单和杂项单6.GetcreditcardapprovalcodefromEDCmachine信用卡授权7.Postingthechargesandpaymenttoguestfoliooronepermanentfolio.入账8.CountthemoneytotheguestandbidfarewellwiththeguestorgivethecashtoGSAwhohandlethepaidout清点现金给客人或相关员工9.Printoutbillfolio.打印帐单10.FilematerialsFillinthepaid-outvoucherandasktheguesttosignonit.Thenusepaidoutformquickformtoadd2.75%commissionforcashadvanceandpurchaseofair-ticket.准备现金付出单和填写杂项单以收取3%的手续费。UseEDCmachinetogettheapprovalcode.Thetotalamountshouldbecashadvanceadd3%servicecharge.ExpectGoldenCirclemembercanbewaived3%commissionwithinRmb2000.00...
