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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 OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 24TASK: Handling Billing Instruction (Page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHA
2、T TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Clarify the billing instructionCollect deposit or imprint credit card.Billing instruction can be clarified as following:1. Guest A pays for guest B by cash or credit card. Both guests are in different rooms.Sufficient deposit should be collected or take the impr
3、int of credit card voucher and get enough approval amounts for credit card payment, which should cover the tow rooms estimated consumption.Tick on the registration card under: Bill instruction “YES”. Note the guest his/her signature is approved to pay guest Bs bill. Help the guest A to fill up the f
4、ollowing items at the back of the registration.* Guest A tick on “YES” under bill authorization.* Guest Bs name and room number* Payment instructionIf paid by the credit card, take EDC voucher of the credit card and attach with the guest As registration card.Different handling ways to different bill
5、ing instruction. Make sure precise service.Deposit policy should be applied.Care about hotel benefit.Always do more for the guest.For billing purposes.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Fr
6、ont OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 24TASK: Handling Billing Instruction (Page 2 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Collect depositTake the imprint credit cardMake remarksNon-registered guest A pays for in-house guest B by cash.Colle
7、ct enough cash deposit from guest A which should cover the estimated consumption of guest B.Politely invited guest A to sign on the Guest Bs R Card under the “Remarks” column.Non-registered guest A pays for in-house guest B by credit card.Take the imprint of Guest As credit card with one blank credi
8、t card voucher.Politely invite guest A to sign on the credit card voucher and guest Bs registration card.Write down the notice on the registration card and key in the notice in the guests folio-like, “P/B outside Mr. XXX, VISA #4500 XXX XXX, ”Deposit policy should be applied.Care about hotel benefit.For billing purposes.To alert other receptionistKeep consistent service is one point of Sofitel Hospitality.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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、SOP5