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1、STANDARDOPERATIONPROCEDURES標(biāo)準(zhǔn)工作程序FRONTDESKCASHIER前臺(tái)收銀FRONTDESKGUESTSERVICEASSOCIATESTANDARDOPERATINGPROCEDURESTaskNo.Description01Checkoutaguestwithcreditcard結(jié)賬時(shí)使用信用卡02Checkoutaguestwithdepositrefund結(jié)賬時(shí)退還押金03Checkoutaguestwithtransferring結(jié)賬時(shí)轉(zhuǎn)賬04Checkoutaguestwithforeigncurrency結(jié)賬時(shí)使用外幣05Checkouta
2、guestwithcash結(jié)賬時(shí)使用現(xiàn)金06Checkoutaguestwithcityledger結(jié)賬時(shí)掛賬07Checkoutaguest(P/Banotherinhsegst)住店客人為另一住店客人付賬08Checkoutaguest(Group)為團(tuán)隊(duì)結(jié)賬09Checkoutaguest(LongStaying)為長(zhǎng)住客結(jié)賬10Computerdown-timeprocedure電腦系統(tǒng)無(wú)法使用時(shí)結(jié)賬程序11Checkoutaguest(Latecharge)信用卡追帳12Rebateprocedure費(fèi)用扣減程序13Correctionprocedure修改賬目程序14For
3、eignexchange(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(guān)帳程序SHANGRI-LAHOTEL，SHENZHENSTANDARDOPERATIONPROCEDUREDEPARTMENT:FrontOfficeJOBTITLE:GuestServiceAssociateTASKNO:FD-CA.1(Page1of5)TASK:Checkoutguestwithcreditcard結(jié)帳時(shí)使用信用卡EQUIPMENTREQUIRE
4、D:Fidelioworkstation/Billfolio/CashrefundvoucherWHATTODOHOWTODOWHY1.Greetandwelcomeguest,offerhelp問(wèn)候2.Inquireguestroomnumberandcollectguestroomkey詢(xún)問(wèn)房號(hào)3.Checksatisfactionofguest’sstaywithgust4.InquireforMiniBarusage詢(xún)問(wèn)客人是否有額外消費(fèi)5.Printoutbillfolio打印賬單確認(rèn)賬目Initiatetogreetguestwithsmile:“Nihao,Sir/Mad
5、am,MayIhelpyou.”問(wèn)候客人“您好，請(qǐng)問(wèn)有什么能幫到您嗎？”P(pán)olitelyaskforroomnumberifguestrequesttocheckoutbysaying:“MayIhaveyourroomnumber,please.”客人要求退房時(shí)，禮貌詢(xún)問(wèn)客人房號(hào)“Howwasyourstay,Mr./Mrs.XX”P(pán)olitelyaskforroomkeybysaying:“Mr./Ms.XX.MayIhaveyourroomkey,please?”Ifguestnokeyholdingit,releasetheguest.Thenaskguestiftherewa
6、sanyadditionalchargeandifso,addtotheguestfolio.Bysaying:”Mr./MsXXdoyouhaveanyminibarchargetodayorhavebookedlimousineservicetotheairport?”詢(xún)問(wèn)客人是否有額外的酒水或訂車(chē)消費(fèi)。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(qǐng)過(guò)目.”Sinceritytobereadytoserve
7、guestatfirsttimeandeverytime.表現(xiàn)我們的真誠(chéng)，禮貌的服務(wù)。Getaccurateguestinformationcanguaranteepreciseservice.得到準(zhǔn)確信息Savecost.Careabouthotelexpense.Showourcareaboutguest.Toeliminateanylatechargesafterguestdeparture.避免客人離店后追帳。Avoidanydispu
