文档介绍：STANDARD OPERATION
PROCEDURES
标准工作程序
FRONT DESK CASHIER
前台收银
FRONT DESK GUEST SERVICE ASSOCIATE
STANDARD OPERATING PROCEDURES
Task No.
Description
01
Check out a guest with credit card
结账时使用信用卡
02
Check out a guest with deposit refund
结账时退还押金
03
Check out a guest with transferring
结账时转账
04
Check out a guest with foreign currency
结账时使用外币
05
Check out a guest with cash
结账时使用现金
06
Check out a guest with city ledger
结账时挂账
07
Check out a guest ( P/B another in hse gst)
住店客人为另一住店客人付账
08
Check out a guest ( Group )
为团队结账
09
Check out a guest (Long Staying )
为长住客结账
10
Computer down-time procedure
电脑系统无法使用时结账程序
11
Check out a guest ( Late charge )
信用卡追帐
12
Rebate procedure
费用扣减程序
13
Correction procedure
修改账日程序
14
Foreign exchange (Cash)
兑换外币（现金）
15
Foreign exchange (Travelers check)
兑换外币（旅行支票）
16
Cash advance
现金付出程序
17
Shift end procedure
收银员关帐程序
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Office
JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 1 ( Page lof5)
TASK: Check out guest with credit card
结帐时使用信用卡
EQUIPMENT REQUIRED: Fi
WHAT TO DO
delio work station/Bill folio/Cash r
HOW TO DO
efund voucher
WHY
Greet and welcome guest,offer help 问候
Inquire guest room number and collect guest room key 询问房号
Check satisfaction of guest's stay with gust
Inquire for Mini Bar usage 询问客人是否有额外消费
Print out bill folio 打印账单确认账目
Initiate to greet guest with smile: "Ni hao, Sir/Madam, May I help you.,,
问候客人“您好，请问有什么能帮到您吗？ ”
Politely ask for room number if guest request to check out by saying: "May I have your room number, please." 客人要求退房时，礼貌询问客人房号
"How was your stay , Mr./Mrs. XX”
Politely ask for room key by saying: "Mr./Ms. XX. May I have your room key, please?"
If guest no key holding it, release the guest. Then ask guest if there was any additional charge and if so, add to the guest folio. By saying:" Mr. / Ms XX do you have any minibar charge today or have booked limousine service to the airport?,