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: 44TASK任务: Credit card late charge (Page 1of 2)EQUIPMENT REQUIRED: Guest bucket/Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Getting approval.Check supporting Match signature G
3、et guest credit card informationPrepare one blank credit card voucher. Type necessary materials on credit card voucher.Any credit card late charge should be approved by Assistant Manager /Reception Manager at least,Check if all necessary supporting are on hand for credit card late charge.* Guest reg
4、istration card with full guest information.* Guest check or guest supporting which should be late charged.* Guest credit card number.To check if guest signature on registration card and one on guest check or supporting are same.Get guest credit card information from guest folio in computer or credit
5、 card imprint on guest bill folio.* Credit card number* Credit card valid date* Guest name If any late charge will be done, prepare one blank credit card voucher, which should be as same type as the credit card used by guest as settlement.Neatly and clearly type credit card number, valid date and gu
6、est name on blank credit card voucher as well as the charge which should be late charged Checked by Assistant Manager / Reception Manager to see if it is should be late charged by guest credit card.If necessary materials is not full,late charge cant be conducted.If not same, late charge cant be cond
7、ucted.Basic materials for credit card late charge.Credit card voucher should match credit card type Fill all information necessary for settlement with credit card.PREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期 DEPARTMENT部门: Front Office前厅部
8、JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 44TASK任务: Check in house guest balance for outlets cashier (Page 2 of 2)EQUIPMENT REQUIRED: Guest bucket/Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Post credit card settlement into computer. Print out one bill folio.File Post credit card settle
9、ment into computer to make balance to zero.Print out one bill folio with balance is zero, which include late charge and credit card settlement.Attach all materials together and pass to Financial department.* Bill folio for late charge* Guest registration card* Guest check which should be late charge
10、d* Credit card voucher Settle the charge in computer,One of necessary materialFor Financial department checking and money collection from bank.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
