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1、国际酒店前厅部操作手册前厅部Front Office前台服务程序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。LOCAL STANDARD OPERATING PROCEDURES本地
2、标准操作程序LSOP No.:RM FO FD -16-05Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Check Out With Credit Card 信用卡结账_OBJECTIVE目的：All check out procedures must be processed accurately in a friendly and efficient way.客人结账程序必须准确和高效。POLICY政策：Appro
3、val codes must be obtained for guests paying by credit card to ensure payment. 每笔信用卡结账都必须事先获得授权。PROCEDURES 程序： 1. Greet the guest. If the guests name is unknown, politely request the name, room number and the room key. 问候客人。如果不认识客人，礼貌地询问客人姓名，房号和收回房间钥匙。2. Retrieve the registration card and supporting
4、 documents from the pit to verify any account instructions and method of payment.拿出客人登记卡和账单，确认客人账目信息和付账方式。3. Politely inquire the guest if he has incurred any last minute charges such as personal bar charge. 礼貌地询问客人是否消费其它费用如房间酒水等。4. Post charges if necessary.如果有消费要立刻入账。5. Print the updated folio and
5、 present the folio to the guest for his perusal and explain the folio.打印最新账单请客人核对并解释账单。6. If the guest queries any of the account charges, present the relevant supporting vouchers for the guest to verify the charge.如果客人对账目有任何疑问，要出示相关的入账凭证。7. Confirm the method of payment by inquiring whether the gue
6、st still wishes to settle his account with the method of payment as stated.询问客人是否还用原来的付账方式结账。8. But for the guest wishes to pay by credit card and has already presented a credit card for imprint upon check in, politely request credit card from the guest again. Check that sufficient charge authorizat
7、ion has been approved. Normally, the authorization code and the amount authorized would have already been obtained upon check-in and recorded on the reverse side of the Registration Card. If the folio amount exceeds the previous authorized amount, another authorization code has to be obtained. The a
8、uthorization code must be entered on the voucher. 如果客人还用入住时刷过的信用卡付账，有礼貌地向客人再次借用信用卡。核对授权是否充足。通常客人入住时已经要过授权。在登记卡后面会有相应的记录。如果结账金额超过授权金额，必须再要一次授权。9. If the guest wishes to use another credit card, obtain the new card, check the expiry date, and obtain approval code. Remember to cancel the approval code
9、for the previous card after check out procedure is completed.如果客人用另外的信用卡结账，拿到信用卡后，核对有效期，并要授权。结账后一定要取消原来信用卡的授权。10. Obtain the guests signature on the charge voucher and the guest folio.请客人在卡单和账单上签字。11. Verify the signature against that on the registration card to ensure that they match.核对卡单上签字和信用卡预留签
10、字是否相符。12. Post the payment using the appropriate settlement code. Check the guest out of the room.用相应代码结账。13. Separate the copies of the credit card voucher. Attach the cardholders copy to the top copy of the final folio. Place them in the guest departure envelope and hand it to the guest. Thank the
11、 guest and bid him farewell.将信用卡客人留存联和客人账单装入结账信封，交给客人并和客人道别。14. Attach the other copies of the credit card voucher to your copy of the folio, registration card and other supporting documents. Place it in the cash drawer for shift balancing.将卡单剩余部分和客人账单，登记卡，以及其它单据订在一起放入抽屉以备平帐用。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