五星級酒店前臺收銀標準工作程序(參考版)
2024-07-25 21:16本頁面
【正文】 guest registration card from bucket 取出登記卡. balance with guest 與客人確定實際消費金額.7 Collect deposit receipt 收回預(yù)付定金收據(jù).Print out guest folio for guest review by saying:Mr./Ms. Here is your bill folio, would you please check it?打印出帳單讓客人檢查: XX先生這是您的帳單請過目.”Draw out guest registration card from guest bucket ready for guest checking.取出登記卡為結(jié)帳做好準備。Last impression is lasting impression. Asian hospitality is our key principle to serve guest.給客人留下良好的最后影響Anticipate guest request to show our genuine and consistent service.預(yù)見客人需要，關(guān)心客人All there materials will be passed to financial department for checking. 所有資料將交財務(wù)部PREPARED BY: APPROVED BY: DESIGNATION: SM SIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FDCA. 2 ( Page1 of 5 )TASK: Check out guest with deposit refund 結(jié)帳時退還押金EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucherWHAT TO DOHOW TO DOWHY1. Greeting and wele guest ,offer help問候2. Inquire guest room number and collect guest room key詢問房號3. Check satisfaction of guest’s stay with gust 詢問客人滿意度4. Inquire for Mini Bar usage詢問客人是否有酒水消費Initiate to greet guest with smile:Ni Hao, Sir/Madam, May I help you? 微笑著問候客人: “ 您好，先生我能幫您什么嗎？“ If guest wants to check out, say:Sir/Madam, May I have your room number? 如果客人要求結(jié)帳離店,說: 先生， 請問您的房間號?Politely collect guest room key for recycling.有禮貌地問客人回收鑰匙.“How was your stay, Mr./Mrs. XX“XX先生/小姐，請問您住得愉快嗎？” Politely ask guest: Mr./Ms. xxDo you use your mini bar in your room today? If yes, post the charge in puter. 有禮貌地詢問客人: XX先生，今天您用過MINIBAR嗎？如果用過, 將消費輸入電腦。”End checking out by saying。Print out one bill folio with zero balance for guest review, say:“Mr./Ms. XX. Here is your updated bill folio for your double checking.”給客人打印總額為零的賬單Return credit card to guest as well as customer copy of credit card and first copy of bill folio and Chinese invoice to guest. Use two hands pass above items to guest.給客人賬單和信用卡卡單Politely ask if guest need any transportation arrangement.
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