1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提
2、供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待 TASK NO任务编号: 47TASK任务: Shift end procedure (Page 1of 2)EQUIPMENT REQUIRED: Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Classify bill foliosCalculate the amountPrint out reportCheck tota
3、l amount of bill folios of each category FileCheck cash float Classify all bill folios, which have been printed out during the duty shift and guest checks/supporting in different category according to the department code. Calculate the total amount of bill folios or guest checks/supporting under dif
4、ferent department code. Attach the slip, which is printed out, from the calculator and show the total amount to the bill folios of each category.Print out “Ledger by department code”report. Match all total amounts of bill folios or guest checks/supporting of each department code on the slip to the c
5、orresponding amount of each department code on “Ledger by department code” report.If not matches, check if some bill folio is missing or carelessness reason,e.g. wrong department code is used when post in computer, more or less money is collected from guest, wrong change is given to guest or wrong c
6、redit card voucher is used.If matches file all bill folios, credit card vouchers, guest checks or supporting and “Ledger by department code” report.Check cash float to see if the amount of cash in the cash float can match the amount of cash show on “Ledger by department code” report. For checking.Fo
7、r checking.For checkingEnsure the settlement of each department code are correctFor passing to Financial department.Ensure the amount of cash in the cash float is always as same as the fixed amount set by hotel.PREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIG
8、NATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 47TASK任务: Shift end procedure (Page 2 of 2)EQUIPMENT REQUIRED: Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Prepare for cash remittance Invite team leader to check RemittanceEnd of shift If not match
9、es, check if wrong department code is used when post in computer, lend money to colleague during shift, more or less money is collected from guest or give wrong change to guest.If check cash float and confirmed cash amount in it matches the amount show on “Ledger by department code”, Close duty in c
10、omputer and print out one “Close cashier report”a) If cash amount of cash float is over the fixed amount set by hotel, the over part should be drawn out and put in remittance envelop with “Close cashier report” to General cashier.b) If cash amount of cash float is shorter than the fixed amount set b
11、y hotel, it is only “Closed cashier report” should be put in remittance envelop. After checked by team leader and getting approval, put bill folios, guest checks/supporting and “Ledger by department code” report together in the designated place for passing to auditor.Under security guards witness, d
12、rop remittance envelop into designated safe deposit box. Both front desk receptionist and Assistant Manager are requested to sign on remittance record form. Check if any things needed be handed over to next shift, if no, finish the shift. All over part of cash should be passed to General cashier For
13、 collecting the short part of cash from General cashier For checked by auditorFor recordEnsure all follow up things has been handed over to keep our consistent service. PREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP
