【正文】 Resorts Worldwide, Inc. 18 POSTING A “PAID OUT” FD DEP 61/1/02 Standard Under no circumstances will a Front Desk Ambassador take money out of their bank for any reason other then to distribute a “paid out” to a guest. A “paid out” is a cash refund to a guest or may be an “advance” on their credit card if permitted/authorized to do so. Procedure When a guest has made a cash deposit and upon checkout has a balance due to them the ambassador will give cash back in the amount owed. The Ambassador will also have the guest sign a cash paid out slip to confirm the receipt of cash. This paid out slip will then be placed in you bank and turned in with during your bank out procedures. The guest will be handed a checkout folio indicating the cash payment. Guests who paid by check will received there payment back by check within three weeks Any paid outs or petty cash to another manager must go through accounting or the Front Desk Manager as a last resort. 。 Additional Resources 2021 Brand Standards Quality Assurance Guest Departure Shopping Program Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Resorts Worldwide, Inc. 14 Responsibility Front Office Manager Front Desk Manager Front Desk Supervisor Front Desk Rooms Controller Front Desk Ambassador References amp。 Resorts Worldwide, Inc. 13 If the billing account was set up properly, the charges will fall to the D folio (other window in Galaxy) and automatically drop to the A/R account. If the charges do not drop properly, transfer the amount to the B folio, note the billing instructions in the Remarks and Comments field, and leave the balance on the B folio unsettled. Press ENTER through all fields and the balance will transfer to A/R. Verify the charges on the guest account to make sure that the directbilled charges drop to the D folio. Press F1 for the bar menu. Press A for Actions. Press T for Transfer posting. Pull up the guest account by entering the room number in the “transfer from” and “transfer to” fields. Enter P for Posting. Enter the location code of the charges to be transferred. Press F4 to enter a query. Press F5 to execute the query. Select the charges to be transferred. Enter D to transfer to the D folio. After you have transferred all postings, press F10 to save. Press ENTER again to bring up the guest record. Press F1 for the bar menu. Press A for Actions. Press O for Checkout and you will return to the checkout screen. Press F1 for the bar menu. Press Q for Quick. Enter RC for Remarks and Comments. Enter an explanation of the charges on the D folio. Press F10 to save. Hit ENTER to bring up the guest account again. Settle all charges on the A folio and leave the charges on the D folio hanging. The system will prompt you that there is no A/R account and ask you if you want to continue. Enter Y for yes. Hand the guest his/her folio. Using the guest’s name, thank him/her for staying and invite him/her to return. Benefit To consistently achieve Westin Standards and to exceed our Guest’s Expectations Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Resorts Worldwide, Inc. 12 For guest using a credit card no signature is required, as the swipe of the credit card at check in is their electronic signature based upon Paperless Checkin Procedures. When checking a guest out who is direct billed, review the charges which are to be direct billed and reconfirm with guest. Any incidental charges will be handled as normal. The directbilled portion of the bill will be checked out to the DB account and only a copy of any incidental charges not covered, will be handed to the guest. Procedure STEPS KEY POINTS Greet the guest. “Good morning, are you checking out? May I have your last name and room number?” Inquire about the guest’s stay. “How was your stay with us, Mr. Smith?” Collect the guestroom key. Verify with the guest that he/she has vacated the room. If the guest is staying in the room, make sure to notify the appropriate departments of the expected checkout time, and note this also in the Property Management System. Access the guest account. Enter 3 for the cashier menu. Enter 1 for the checkout screen. Enter the room number and press ENTER or press F4 to enter a query. After entering the guest’s name, press F5 and a list of guests with that name will appear. Choose the proper guest. Check to make certain that the billing address is correct. “I show that your charges will be billed to _______.” Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Resorts Worldwide, Inc. 11 CHECKOUT WITH DIRECT BILLING FD DEP 41/1/02 Standard Ambassador establishes immediate positive eye contact Ambassador assures guest