員工管理_無錫某酒店前臺(tái)員工培訓(xùn)資料12

部門/區(qū)域：DEPARTMENT/ AREA: FD 接待處 RECEPTION服務(wù)內(nèi)容/工作職責(zé)：SERVICE/ TASK:FD-SOP-028 入賬 POSTING CHARGES DURING GUEST STAY標(biāo)準(zhǔn)：STANDARD: 確認(rèn)前臺(tái)所有入賬準(zhǔn)確無誤To provide an accurate account of all Front Desk postings 賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance所有賬目準(zhǔn)確無誤All accounts to be accurate確保入住時(shí)從賓客處拿到信用卡進(jìn)行授權(quán)或現(xiàn)金押金Make sure that you take the Credit card or Deposit from a guest upon check in. 入賬前確認(rèn)款額Count the money before you post in the system 與客人再次確認(rèn)收到的金額Double check with the guest the amount you have received. 及時(shí)入賬Do not leave the money to post later in the system. 進(jìn)入系統(tǒng)客人帳戶Go to in-house in Fidelio under BILLING 輸入密碼Enter password 僅用三號(hào)鍵付款Use key 3 for pay only 輸入賓客房號(hào)Enter the room number of the guest 輸入M打開菜單Type M key to bring up the menu 在菜單下選擇 NEW POSTINGSUnder Menu select NEW POSTINGS 選擇要求的費(fèi)用Select the charge required 打印副本Print copy 輸入金額Post deposit received by guest. 按enter鍵以確認(rèn)費(fèi)用已經(jīng)輸入 Press enter to make sure the charges have been posted 打印副本以供參考或財(cái)務(wù)需要Print duplicate copy for our reference and for accounting purposes努力了的才叫夢想，不努力的就是空想！如果你一直空想的話，無論看多少正能量語錄，也趕不走滿滿的負(fù)能量！你還是原地踏步的你，一直在看別人進(jìn)步。 賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance有付款方式選擇權(quán)To be given options旅行支票Travellers cheques外匯Foreign exchange輸入金額Enter amount信用卡Credit Cards 如果收到旅行支票，確保賓客在你面前簽字If receiving travelers check, ensure the guest signs in front of you at the desk. 進(jìn)入收銀員菜單的外匯項(xiàng)，輸入密碼，選擇相應(yīng)外幣Go to foreign exchange in cashier menu, enter the password and choose the currency you would like to change 輸入金額并按yes取得收據(jù)Enter the amount you are exchanging and press yes for receipt. 確保賓客在收據(jù)上簽字并把其中一聯(lián)交給賓客Ensure the guest signs the receipt and give a copy to the guest. 保存賓客簽字的原始單據(jù)，以供財(cái)務(wù)核查需要Keep the original, which is signed by the guest for accounting purposes. 信用卡結(jié)賬使用POS機(jī)For Credit card postings on settlement go to the POS machine for credit card. 如果入住時(shí)未刷預(yù)授權(quán)，則直接從POS機(jī)上刷消費(fèi) If not given a credit on check in, go to sale in the pos machine and enter the password, swipe the credit card and enter the amount in the pos machine. 按yes確認(rèn)金額，然后按yes打印收據(jù)。把收據(jù)給賓客Press yes to confirm the amount and press yes for receipt to print. Give guest the receipt 如果收到外幣，應(yīng)向賓客解釋，如果要退回錢款，將以當(dāng)?shù)刎泿哦峭鈳判问酵嘶豂f receiving foreign currency, explain to guest that if money is needed to be refunded it will be returned in local currency not in foreign currency. 如果押金是外幣，進(jìn)行外幣兌換并將其中一聯(lián)給賓客，有賓客簽字的原始收據(jù)留做財(cái)務(wù)核查需要If deposit received in foreign currency, make sure you give guest a copy of the receipt and the original signed by guest is retained for accounting purposes. 沒有入賬的外幣不應(yīng)存在現(xiàn)金抽屜里Do not keep any foreign currency in the cash drawer without it being posted in the system. 不要接受任何事先簽好的旅行支票Do not receive any travellers check that are signed in advance. 退房時(shí)不能使用個(gè)人支票，除非公司持有支票且得到值班經(jīng)理或財(cái)務(wù)部經(jīng)理同意許可。No personal cheques are allowed to be received by the reception on check-out unless a company holding cheque is approved by the duty manager or credit manager. 賓客簽完字后打印，并把帳單和發(fā)票給賓客Print to sign after guest signed and give a copy to guest with the invoice. 保存帳單副本和發(fā)票以供核查Keep the duplicate copy with the invoice for reference.賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance所有收費(fèi)準(zhǔn)確無誤That all charges are accurate每一筆帳目應(yīng)對應(yīng)一張雜項(xiàng)收費(fèi)單Write a miscellaneous charge voucher for each posting made賓客爭議Guest disputes 確保所有賬目都及時(shí)掛入房帳。Make sure you have a hard copy for all postings 每一個(gè)帳目對應(yīng)一個(gè)代碼Each posting must be done in accordance with the department codes set-up in Fidelio. 每一個(gè)帳目必須對應(yīng)一個(gè)雜項(xiàng)單號(hào)記錄在系統(tǒng)中Each posting must have a miscellaneous charge voucher number recorded in Fidelio 在備注欄內(nèi)輸入簡單描述，如記影印費(fèi)“10 張”Type a short description in supplement field, e.g. posting a photocopying charge “10 copies” 當(dāng)賓客爭議時(shí)When guest disputes- 核實(shí)爭議是否正確Check if the dispute is valid- 如果屬實(shí)