1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Credit Card settlementsEffective Date:01 June 2006Revised Date:NilApplicable :All Staff Forms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure all staff handling cashiering duties are a
2、ware of the correct way of handling credit cards payments and have a sound knowledge of the floor limits of each type of card.PolicyIt is the policy of Hyatt Regency Dongguan that all staff handling credit card settlements must exercise caution and care to ensure the hotel does not incur any loss du
3、e to carelessness or lack of knowledge on the part of the staff.Procedures1. If settlement is to be made with credit card, the Reception staff should have already received an imprinted charge voucher when checking in the guest. This gives the Guest Services Officers ample time: - to make sure that t
4、he card is valid- to check its expiry date- to ensure the name and serial number are clearly imprinted - (compare the name to that on the registration card)- to check the card against the latest cancellation bulletinAs soon as a guests bill exceeds the credit or floor limit allowed by the credit car
5、d company, obtain and record the authorization for the anticipated excess amount.2. If a guest decides at check-out time to pay by credit card, print out the appropriate folio, present it to the guest and obtain the guests credit card.3. While the guest examines his bill, carefully check the credit
6、card for expiry date and name and obtain approval code through the credit card authorization code terminal.4. If a cancelled/discontinued/invalid or stolen credit card has been presented by the guest, do not return it; instead, request that the guest pay with another credit card or cash and notify t
7、he Assistant Manager Front Office immediately.5. Once the credit card sales voucher has been completed and the guest has signed the voucher, his/her signature must be verified against the one on the credit card. This is very important as most losses are due to fraud which was not detected when verif
8、ying signatures!6. If approval code cannot be obtained, i.e. declined by credit card Company, ask the guest politely for an alternate form of payment or credit card.7. If there is any doubt about the authenticity of the signature, additional identification should be requested. It must be kept in min
9、d that a credit card in itself is not a form of identification. It is, therefore, not at all out of the ordinary to request actual identification.8. To close the transaction, return the credit card to the guest and enter the appropriate payment code and amount into the computer to close the folio an
10、d clear the room. Attach the guests copy of the charge voucher to the folio, fold both neatly into the departure folder and hand it to the guest.9. The GSO Front Office should attach the merchants copies of the credit card voucher to the hard copy of the guest folio and retain both in the cash drawe
11、r for balancing at the end of the shift. If the vouchers are not self-carbonized, it is recommended that Guest Services Officer always give the guest all of the carbon sheets of the voucher when returning the card and the voucher copy.10. At the end of each shift, batch the credit card vouchers by company and include them with identified, balanced totals in the Guest Services Officers envelope which is deposited in the drop-safe.Prepared byJames FanDate01 Jun 2006Approved byDate Page 2
