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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 44TASK: Credit card late charge (Page 1of 2)EQUIPMENT REQUIRED设备要求: Guest bucket/Fidelio work st
2、ationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Getting approval.Check supporting Match signature Get 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批准 Assistant Manager /Reception Manager at
3、least,Check if all necessary supporting are on hand for credit card late charge.* Guest registration 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 s
4、upporting are same.Get guest credit card information from guest folio in computer or credit 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 car
5、d used by guest as settlement.Neatly and clearly type credit card number, valid date and guest 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 necessar
6、y materials is not full,late charge cant be conducted.If not same, late charge cant be conducted.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编写人: APPROVED BY批准DESIGNATION名称Fron
7、t Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期 DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 44TASK: Check in house guest balance for outlets cashier (Page 2 of 2)EQUIPMENT REQUIRED设备要求: Guest bucket/Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 Po
8、st credit card settlement into computer. Print out one bill folio.File Post credit card settlement 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部
9、门.* Bill folio for late charge* Guest registration card* Guest check which should be late charged* Credit card voucher Settle the charge in computer,One of necessary materialFor Financial DEPARTMENT部门 checking and money collection from bank.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/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