國際星級酒店前廳部前臺接待崗位技能培訓標準RM-FO-GS-14-02 Cashier Close結賬及班次交接

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-14-02Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Cashier Closing and Shift Hand Over 結賬及班次交接_OBJECTIVE目的：To ensure all associates are performing a blind drop procedure according to the

2、 Local Marriott Operating Standard.確保所有大使了解酒店盲投政策。POLICY政策：All ambassadors should print out D140 report to check all the bills one by one and then checked by GSO.所有大使投賬要打印D140報表對自己的賬單進行核對，并交主管檢查。PROCEDURES 程序： BILLThere are five types bill according to the settlement:按照客人結賬方式，賬單可分為：* Cash 現(xiàn)金* Cash P

3、aid Out 現(xiàn)金退款* Credit Card 信用卡*City Ledger 掛帳* MR 萬豪禮賞幾分兌換2. There are two types bill according to the posting 按照入賬類型可分為兩種： * Miscellaneous Form 雜項賬單 * Rebate Form 扣減賬單BINDING ORDER of BILLCash 現(xiàn)金 The bill with guests settle payment 帶結賬方式的賬單 The bill with guests signature 有客人簽字確認消費的賬單 The accounting

4、keeping slip of invoice 發(fā)票記賬聯(lián)（如有） Registration Form 入住登記單 Reservation Form預訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如客人不要）Cash Paid 現(xiàn)金退款 Cash paid out folio with guests signature 有客人簽字的現(xiàn)金退款的憑證 Receipt collect from guest and Receipt kept in Reception 從客人處收回的現(xiàn)金付款收據(jù)和在前臺存放的付款收據(jù) The bill with g

5、uests settle payment 帶客人結帳方式的賬單 The bill with guests signature 有客人簽字確認消費金額的賬單。 The accounting keeping slip of invoice 發(fā)票記賬聯(lián)（如有） Registration Form 入住登記單 Reservation Form預訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如客人不要）Credit Card 信用卡 Credit Card slip信用卡記賬聯(lián) The accounting keeping slip of invo

6、ice 發(fā)票記賬聯(lián)（如有） The bill with guests settle payment 帶客人結帳方式的賬單 The bill with guests signature 有客人簽字確認消費金額的賬單。 Registration Form 入住登記單 Reservation Form預訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如客人不要）City Ledger 掛帳 The bill with guests settle payment 帶客人結賬方式的賬單 The bill with guests signature。（

7、If necessary） 有客人簽字確認消費金額的賬單。(如有必要) Confirm letter(If have) 掛帳公司或旅行社的確認函（如果有） Registration Form 入住登記單 Reservation Form預訂單 Consumption from other outlets. 客人在酒店其它營業(yè)點消費的小單（如有客人自己雜費掛帳）MR Redemption 萬豪禮賞兌換 The bill with guests settle payment 帶客人結賬方式的賬單 The bill with guests signature。（If necessary） 有客人簽字

8、確認消費金額的賬單。(如有必要) Registration Form 入住登記單 Reservation Form預訂單Posting Bill 入賬賬單 Miscellaneous Form雜項單 The bill print out from Opera 從Opera 打印的入賬賬單Rebate Bill 扣減賬單 Rebate Form （With the sufficient approval，get the signature accordingly） 扣減單（扣減原因要詳細證據(jù)充分，按照酒店規(guī)定簽批） The bill print out from Opera 從Opera 打印的入賬賬單SHIFT HAND OVERHand over the trace report, what should be follow up交接需要下一班次繼續(xù)跟進的事