1、国际酒店前厅部操作手册前厅部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。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-20-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Group Master Account Check Out 团队主账单退房_OBJECTIVE目的：All group masters and group members folios must be set up correctly as per pay
3、ment instruction, to ensure correctly posting and charges.所有团队主账单和团员个人账单必须按照团队分账要求准确设置，保证入账和收费准确。POLICY政策：The GSO and night shift associate will check group master accounts every evening and double check in half-an hour prior to the group check out.当班主管和夜班员工每晚都需检查主账单账目。并在团队离店半小时前再次核对团队主账单的账目PROCEDUR
4、ES 程序： 1. Each night shift GSA must print out a copy of all in-house master folios, and check that only valid charges are on the folio, as per payment instructions for the group or function. Any other charges must be transferred to the appropriate guest folios.每天晚间，前台宾客服务员必须打印团队主账单，只有团队预订中规定的费用才可以出现
5、在主账单中，如有其它费用必须转到相应的个人账单中。2. Morning GSO must check the group billing daily and make sure the incidental charges in the master folio with supporting voucher.早班的当值主管每天必须要检查团队账单，并保证团队主单内的各项收费单据完整。3. Verify billing instructions and “Routing instruction in computer system is in accordance with the Group
6、Order.检查电脑中的分账指令是否与预订信息一致4. At least half an hour before the group is due to check-out, the GSA must print a copy of the groups master folios again, and check that only authorized charges have been posted.在团队离店时间半小时前，前台宾客服务员必须重新打印主账单，以确认团队主账单的正确性。5. Individual guests within the group will come to th
7、e Front Desk for check-out. In most cases, the individual guest account will be for incidental charges only. Contact the Tour Leader or group organizer if there is any guest that has not settled their account.一般团队客人会主动到前台结账。大部分情况下个人账单只有一些散账。如果有团队客人未结账，要及时联系领队或团队组织者协助通知客人结账。6. After all individual gu
8、est of group have been checked out, check out the group master folio.所有团员结账后，按照团队预订的要求结掉总账。7. Place the group master account and necessary accounting back-up, accompanying vouchers etc for Accounting to process.在团队主账单后面附上相应的账务资料并上交到财务部，由财务部跟进处理。.Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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酒店管理之家
