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1、STANDARDOPERATIONPROCEDURES標準工作程序FRONTDESKCASHIER前臺收銀FRONTDESKGUESTSERVICEASSOCIATESTANDARDOPERATINGPROCEDURESTaskNo.Description01Checkoutaguestwithcreditcard結賬時使用信用卡02Checkoutaguestwithdepositrefund結賬時退還押金03Checkoutaguestwithtransferring結賬時轉賬04Checkoutaguestwithforeigncu
2、rrency結賬時使用外幣05Checkoutaguestwithcash結賬時使用現(xiàn)金06Checkoutaguestwithcityledger結賬時掛賬07Checkoutaguest(P/Banotherinhsegst)住店客人為另一住店客人付賬08Checkoutaguest(Group)為團隊結賬09Checkoutaguest(LongStaying)為長住客結賬10Computerdown-timeprocedure電腦系統(tǒng)無法使用時結賬程序11Checkoutaguest(Latecharge)信用卡追帳12Rebat
3、eprocedure費用扣減程序13Correctionprocedure修改賬目程序14Foreignexchange(Cash)兌換外幣(現(xiàn)金)15Foreignexchange(Travelerscheck)兌換外幣(旅行支票)16Cashadvance現(xiàn)金付出程序17Shiftendprocedure收銀員關帳程序SHANGRI-LAHOTEL,SHENZHENSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOfficeJOBTITLE:GuestServiceAssociateTASKNO:F
4、D-CA.1(Page1of5)TASK:Checkoutguestwithcreditcard結帳時使用信用卡EQUIPMENTREQUIRED:Fidelioworkstation/Billfolio/CashrefundvoucherWHATTODOHOWTODOWHY1.Greetandwelcomeguest,offerhelp問候2.Inquireguestroomnumberandcollectguestroomkey詢問房號3.Checksatisfactionofguest’sstaywithgust4.Inquiref
5、orMiniBarusage詢問客人是否有額外消費5.Printoutbillfolio打印賬單確認賬目Initiatetogreetguestwithsmile:“Nihao,Sir/Madam,MayIhelpyou.”問候客人“您好,請問有什么能幫到您嗎?”Politelyaskforroomnumberifguestrequesttocheckoutbysaying:“MayIhaveyourroomnumber,please.”客人要求退房時,禮貌詢問客人房號“Howwasyourstay,Mr./Mrs.XX”Politely
6、askforroomkeybysaying:“Mr./Ms.XX.MayIhaveyourroomkey,please?”Ifguestnokeyholdingit,releasetheguest.Thenaskguestiftherewasanyadditionalchargeandifso,addtotheguestfolio.Bysaying:”Mr./MsXXdoyouhaveanyminibarchargetodayorhavebookedlimousineservicetotheairport?”詢問客人是否有額外的酒水或訂車
7、消費。Printoutguestfolioforguestreviewbysaying:Mr./Ms.Hereisyourbillfolio,wouldyoupleasecheckit?打印出帳單讓客人檢查:XX先生這是您的帳單請過目.”Sinceritytobereadytoserveguestatfirsttimeandeverytime.表現(xiàn)我們的真誠,禮貌的服務。Getaccurateguestinformationcanguaranteepreciseservice.得到準確信息Savecost.Careabouthotelex
8、pense.Showourcareaboutguest.Toeliminateanylatechargesafterguestdeparture.避免客人離店后追帳。Avoidanydispu