1、XXX PLAZA HOTELCREDIT MANUALOBJECTIVEThis Credit Manual has been prepared for the sole purpose of assisting management to control the accounts receivable; to minimise bad and doubtful debts and to outline procedures to be followed and adhered to as far as possible. It is prepared for easy reference
2、for all executives and personnel facing credit problems. The Hotels losses could be minimised if the hotel executives and personnel dealing with credit matters exercise the safety measures and procedures explained in this manual.This credit manual has been prepared solely for the use of the XXX Plaz
3、a Hotel and is confidential and should be shown to unauthorised persons.CREDIT POLICYRESPONSIBILITIES AND AUTHORISED PERSONNELAll credit facilities extended to persons or company on ad hoc or long term basis i.e. more than a year should only be allowed after review and scrutiny by the credit committ
4、ee chaired by the Financial Controller.Credit Committee comprises :i. General Managerii. Resident or Executive Assistant Manageriii. Financial Controlleriv. Assistant Financial Controller (Only in the absence of the FC)v. Credit Controller vi. Director of Sales & Marketing vii. Sales Manager (only i
5、n the absence of DOSM)viii. Front Office Managerix. Assistant FO Manager (only in the absence of FO Manager)Personnel recommending credit should also be present to give input during discussion by the Credit Committee.Request for last minutes credit arrangements should be referred to either one of th
6、e following executives:i. General Managerii. RM or EAM (only in the absence of General Manager)iii. Financial Controlleriv. Assistant Financial Controller (only the absence of FC)v. Credit ControllerWho shall have the authority to approve at his/her own discretion.Any personnel who accord credit wit
7、hout the approval from any of the above authorised members will be solely responsible for the account in the event of non-payment.PROCEDURESOverseas Agent1. No sales personnel is allowed to commit any credit arrangements to Agents unless prior approval is obtained. Should the sales personnel be over
8、seas and require immediate clearance, he/she can telex/call/fax the General Manager for approval. The agent concern will still have to complete the credit application from for deliberation by the Credit Committee. Refer to Appendix A.2. Should additional facilities be required, the matter has to be
9、again referred to the credit committee before any commitment is extended to the travel agent.3. Recommendations by sales must include the following points :i. )Indication of years in operationii. )Nature of business (out/inbound, wholesalers, retail etc.)iii. )Years of acquaintance with companyiv. H
10、ow was the company introduced to youv. Estimated volume of business per year paid-up capitalvi. Number of offices world-wide vii. Details of holding company if availableviii. Bank A/c number and name of bankerix. Name of DirectorsLocal Agent1. No credit facility should be extended to local agents wi
11、thout prior approval from the Credit Committee.2. Recommendation by sales will be reviewed by the Credit Committee.Approved Travel Agents with Credit FacilitiesA list of Travel Agents with approved credit limit and period indicated is attached - Appendix B.ContractBoth overseas and local agents with
12、 long term arrangement i.e. 12 months and above, should complete the Hotels contract as per Appendix C. The contract must be completed and duly signed by both parties and a copy each to be given to the Travel Agent concerned, the General Manager, the Sales Office, Front Office and Accounts Departmen
13、ts.Renewal of contract should be made at least one month prior to the expiry date.Ad Hoc Business - Conferences, meetings, banquet functions and incentive groups1. The procedure of payment for conference, meetings, banquet functions and incentive group are as follows :i.on confirmation - 30%ii.14 da
14、ys prior to arrival - 50%iii.balance to settle upon departure or billing to a maximum of US$ 5,000 or 20% whichever is lower, subject to approval by any of the Credit Committee members.2. For all business from outside Thailand, payment in US$ must be made to the hotel by bank draft, telegraphic tran
15、sfer of money order. If payment is by cheque, sufficient clearing time must be allowed depending on the country the cheque is drawn.NOTEa)Should the reservation be received less than 14 days prior to arrival, then 80% should be collected upon confirmation by bank draft and couriered to the hotel.b)
16、Any departure from the above credit procedure must have prior approval from any of the Credit Committee members. The person handling the business must give his/her recommendation.Corporate1. A list of corporate companies with approved credit limit indicated is attached - Appendix D.2. In all cases,
17、a letter of authority/telex must be obtained before checking in or before service is rendered in the hotel outlets. An authorised signatories is required.3. Any companies seeking credit facilities but not in the approved list must be referred to the authorised personnel of approval.Government Depart
18、ment1. Credit facilities are generally accorded upon request.2. The person in liaison with the officer of the Government Department must obtain a letter of authority stating the billing address and the person the invoice should be forwarded to.Walk - in1. Receptionist have to collect cash upfront fo
19、r all walk-in guest if the mode of payment is by cash or travellers cheques prior to check-in.2. If guest indicate payment by credit card, the receptionist should request for an imprint of the credit card for pre-authorisation purposes. Recreational Facilities All charges on sport facilities must be
20、 collected in cash or any of our accepted forms of payment prior to utilisation unless arrangements have been made for billing.F & B Outlets1. All expenses incurred by guest in our F & B outlets must be settled by cash or any of our accepted forms of payment.2. No credit must be extended unless prio
21、r approval has been obtained.In House - credit limitThe credit limit for in-house guest on their folio expenses are:-US$ 1500Rmb. .for normal guestsUS$ 2500Rmb. .for guests occupying suitesUS$ 5000Rmb. .for group accountGuests expenditure over and above the limit must be reported by the Night Audito
22、r daily to the Credit Controller on the prescribed form for immediate action.Unauthorised CreditFor any departure from the above policy, the Billing Authorisation form (Appendix E) must be duly completed by the person concerned and submitted to the accounts department together with the relevant bill
23、s. Should the form not be completed, the total bill will then be charged to the account of the person concerned should the outstanding amount be uncollectable.MODE OF PAYMENTSThe policy of the hotel only permits the following methods of settlement upon checking out:-.Cash/Foreign Currencies (only li
24、sted currencies).Travellers Cheques .Credit Cards.Special BillingsForeign currencies and travellers cheque will first be changed at the Front Office Cashier counter.No personal or company cheques shall be accepted unless authorised and approved by one of the following executives :i.General Managerii
25、.RM or EAM (only in the absence of GM)iii.Financial Controller iv.Assistant Financial Controller (only in the absence of FC)v.Credit ControllerThe procedures to be followed with regards to the above mode of payments are stressed below:Payment by Cash / Foreign CurrenciesSettlement by local currencie
26、s is quite straight forward. However, the Front Office Cashiers should always be alert and aware of forgeries.On receipt of forged notes, the Cashier should record the particulars of the guest and immediately report to the Chief Security Officer, Duty Manager and/or Credit Controller.The following p
27、rocedures must be adopted for any exchange of foreign currencies.a.The cashier must always print out the Exchange memo form for all foreign currencies transactions. The main aim of such exercise is to maintain a record of all exchanges.b.The rate of exchange for foreign currencies should be determin
28、ed and updated into the computer system by the Asst Financial Controller periodically.c.The cashier should always be alert and aware of forgeries and to report such cases to the Chief Security Officer, Duty Manager and / or Credit Controller for appropriate action.Payment by Travellers ChequesTravel
29、lers cheques are acceptable in settlement of guests account upon checking out. They are treated similarly to foreign currencies. However, the following procedures must be observed :a.The cashier should always ensure that the paying guest countersign the travellers cheque in his/her presence whereby
30、the signatures can be compared. An exchange memo must be printed for every transaction.b.In case the travellers cheque has already been countersigned by the guest, the cashier should then request the guest to endorse the cheque. This will enable the cashier to witness the actual signing by the guest
31、 so as to be able to compare the relevant signatures.c. At the same time, the cashier should obtain identification from the guest by requesting for his/her passport or identity card, so that his/her particulars (name, passport/identity card number) may be indicated, together with the room number at
32、the back of the cheque.Payment by Credit CardsThe following Credit Cards are accepted by the hotel :American ExpressDiners ClubMastercardVisaJCBa.To facilitate a smooth guest check out, the mode of settlement must be established the very moment the guest checks in.b.If indication is given by the gue
33、st that settlement is through one of the accepted credit cards, the receptionist should request from the guest their credit card in order to prepare an imprint on the relevant charge form.c.Thereafter, the Front Office Cashier will estimate the amount the guest is expected to incur and ensure that t
34、he authorisation code is obtained from the relevant credit card company. The authorisation code must be recorded on the charge form.d.The exercise described in (b) and (c) will help the Cashier to determine whether the card is authentic, stolen, cancelled or forged by referring to the periodic cance
35、llation bulletin received from the credit card company.e.Any cancelled, forget or stolen credit card received is to be retained by the cashiers and submitted to the Duty Manager of Credit Controller for further action.f.The cashiers must check the expiration date shown on every card.g.Cashier must a
36、lso ensure that the charge form is clearly imprinted with the cardholders account number. Illegible account number will lead to non-collectible debt.h.Cashier must also ensure that cardholders signature on the charge form correspond with that on the card.CHECKING-IN PROCEDURESGroup1. Sales will have
37、 a file for each individual group and the file must be handed to the Front Office four days prior to group arrival.2. Front Office must check to ensure that group details are complete and a rooming list be prepared. The rooming list will have the following information :-i.Arrival and departure dates
38、 and timeii.Name of Group / Convention / Meeting iii.Room number with each guest name and passport / IC no.iv.Payment / Accounts instruction v.Tour leader / escort / organiservi.Complimentary room accordedvii.Comments if any3. Upon arrival of the group, the Front Office Manager together with a Sales
39、 Personnel must liaise with the tour leader / organiser for any addition or reduction, amendment and meal arrangements. If there is any additional requirement, the credit department must be informed, otherwise, payment must then be on a cash basis.4. All vouchers are to be collected for billing purp
40、oses and if payment is by cash, the cashiers must be informed as to the person effecting payment.FIT1. Cardex and correspondence for the days arrivals must be at the reception counter in the morning.2. Upon arrival of the guest, the Receptionist must check to ensure all arrangements being accepted b
41、y guest as per reservation :-a.Category of roomb.Entitlement c.Deposit or prepayment3. Registration form must be completed in full and the guest has to indicate the mode of payment. The Hotel accepts the following forms of payment :-a.Cashb.Foreign currenciesc.Travellers chequesd.Credit cards (Ameri
42、can Express, Diners Club, Mastercharge, Visa and JCB)4. If payment is by special billing, the following will be accepted :a.Voucher from Travel Agents with credit arrangement ;b.Approved corporate accountsc.Charges approved by the following authorised persons :-i.General Managerii.RM or EAM (only in
43、 the absence of GM)iii.Financial Controlleriv.Asst. Financial Controller (only in the absence of FC)v.Credit Controller5. If there is any additional request not covered by special billing letter or Travel Agent vouchers, the extra charges must by collected in cash. A miscellaneous folio must be open
44、ed for these charges.6. If the guest indicates payment by credit card, a pre-authorisation request and approval must be obtained.7. If guest indicates payment by Cash or Travellers Cheques, personnel concerned should collect cash up-front equivalent to the number of nights the guest intends to stay
45、prior to check-in. Amount to be collected should include projected F & B and incidental charges.CHECKING-OUT PROCEDURESGroup/Convention/Meeting1. Two hours prior to the departure time, all outstanding folios must be ready for settlement by individual guests.2. Cashiers to ensure that all bills from
46、outlets not on-line are sent up and posted before presenting to guest for settlement.3. The Master Folios are to be settled by the Tour Leader / Organisers unless there is a credit arrangement.4. All paid folios are to be keyed paid and the original copy given to guests.FIT1. Estimated departure tim
47、e of guest is around 7.00 am to 12.00 noon and a call for bell service will signify that guest will be checking out.2. Bell service to check with cashiers to ensure that the account is settled before releasing their baggages.3. Cashiers are to check on the accounts instructions before presenting the folio to guest for signature (if on credit) or settlement.GENERAL PROCEDURES1. Checking out
