無錫某酒店前臺員工培訓(xùn)資料45-wenkub
2023-04-16 23:51:16 本頁面
【正文】 rd of Performance感謝賓客Thank the guest 核實賓客行李已從房間拿下。 現(xiàn)金支付Payment by cash 與賓客核實用現(xiàn)金支付Check with the guest that payment will be done by cash 在Fidelio系統(tǒng)中輸入現(xiàn)金金額Close the account cash on Fidelio 如果入住時用現(xiàn)金作押金，需要退款給客人If deposit paid at the checkin guest might be entitled to cash refund. 填寫現(xiàn)金退款單注明＂結(jié)賬時退還訂金＂Fill out paid out slip “Refund of deposit on checkout” 請賓客簽名，表示他已收到這筆錢Get guest’s signature indicating he/she received the money 給賓客一份副本One copy is given to the guest 第二個副本由收銀員留存Second copy retained by cashierIf not found it would be necessary to rebate the charges 如果金額超出，應(yīng)予以改正If the amount is over, correction should be done 不一致的要做扣減Difference should be rebated 當(dāng)班經(jīng)理/主管應(yīng)在折扣憑證上簽字Shift leader on duty should sign the rebate voucher 確認賓客收到所有消費憑證Check that the guest has collected all identification documents from the reception. 向賓客道別，并感謝其入住本酒店，并歡迎再次入住，如“Ｘ先生／女士，感謝您的入住，希望您再次光臨”Bid farewell to the guest and thank him for staying in the hotel and invite him to return,.. “Thank you for staying with us Mr/s. X , we hope to see you again soon”對于排隊的賓客，表現(xiàn)出很焦急，可以倚仗快速退房程序提供快速結(jié)賬服務(wù)，（房卡中有快捷結(jié)賬單）Queuing guests, who appear to be in a hurry, should be offered, “ Express check out”, as appropriate following the procedure involved. (Express check out form available in the key card
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