_{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 guest with deposit refund 结帐时退还现金}

_{02/ Check out guest with traveler ‘S cheque 结帐时使用旅行支票}

_{03/ Check out guest with credit card 结帐时使用信用卡}

_{04/ Check out guest with transferring 结帐时转账}

_{05/ Check out guest with cash 结帐时使用现金}

_{06/ Check out guest with city ledger 结帐时挂账}

_{07/ Prepare for long staying guest check out 为常住客准备结帐}

_{08/ Prepare for group check out 为团队结帐做准备}

_{09/ Group check out procedure 团队结账程序}

_{10/ Computer down-time procedure 电脑系统无法使用时结账程序}

_{11/ Credit Card late charge 信用卡追帐}

_{12/ Check out guest with bank cheque 使用银行支票结帐}

_{13/ Rebate procedure 费用扣减程序}

_{14/ Correction procedure 修改帐项程序}

_{15/ Credit card acceptance procedure 信用卡收取程序}

_{16/ Cash pay-out procedure 现金付出程序}

_{17/ Shift end procedure 收银员完结程序}

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 1 ( Page 1 of 3 )			TASK: Check out guest with deposit refund 结帐时退还现金
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucher
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest。 问候客人。 2.Inquire guest room number 询问客人房间号码。 3.Collect guest room key. 收回客人的房间钥匙. 4.Inquire guest if there is any mini bar consumption in the room and inform HSKP to check immediately. 询问客人是否用过 房间酒水 ，并及时通知客房部检查。 5.Print out bill folio 打印帐单。 5.Withdraw guest registration card from bucket 取出登记卡. 6.Confirm balance with guest 与客人确定实际消费金额.		Initiate to greet guest with smile: Ni Hao, Sir/Madam, May I help you? Keep body straight and eye contact. 微笑着问候客人: “ 您好，先生我能帮您什么吗？“ 保持身体直立并注视着客人。 If guest claim to check out, say: Sir/Madam, May I have your room number? 如果客人要求结帐离店,说: 先生， 我能知道您的房间号吗? Politely collect guest room key for recycling. 有礼貌地问客人回收钥匙. Politely ask guest: Mr./Ms. xx Did you use your mini bar in your room today? If guest used mini bar, write what guest has used on Mini bar list and post the charge in computer. 有礼貌地询问客人: XX先生，今天您用过MINIBAR吗？ 用过,记录在MINI BAR 帐单上，并输入电脑。 Print out guest folio for guest review by saying: Mr./Ms. Here is your bill folio, would you please check it? 打印出帐单让客人检查: XX先生这是您的帐单请过目.” Draw out guest registration card from guest bucket ready for guest checking. 取出登记卡维结帐做好准备。 Confirm balance with guest, if balance is credit, say: Mr./Ms. XX. Your credit balance is RMB 310 which will be refunded to you, am I right? 与客人确定他的实际消费金额., 如果余额是负数,就问: XX,先生,我们将退还 RMB 310 给您,对吗?”		Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. 礼貌地，真挚地问候客人显示 我们随时准备为客人提供优质 服务 To get accurate guest information so as to provide precise service. 知道了客人的准确信息以便提 供准确的服务. Save cost care about hotel expense. 为酒店控制成本与花费. Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. Demonstrate our honesty on guest. 避免客人走后产生一些漏帐错 帐同时用礼貌的态度显示我们 对他的诚挚与尊敬.以表明我们对客 人的真诚. Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. 让客人检查可避免一些不必要 的争议,希望客人在我们真挚友善 的服务下能倍感愉快. Prepare all necessary materials well in case guest want double check, anticipate guest request to show our genuine service. 准备好所有必要的资料以便客 人想再看一遍表现我们真诚的 服 务 Respect guest decision right, let guest feel our humility and self esteem. 让客人判断正确与否,使其感到 我们的谦逊与对他的尊敬.
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 1 ( Page 2 of 3 )			TASK: Check out guest with deposit refund 结帐时退还现金
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucher
WHAT TO DO		HOW TO DO		WHY
7 Collect deposit receipt 收回预付定金收据. 8.Print out Pay out form. 打印现金支款凭证. 9. Invite guest to sign on paid out form. 请客人在现金支款凭证上签字. 10.Ask Service Manager to sign the Paid-Out form.. 通知当值经理签署现金支款凭证.		Politely collect deposit receipt from guest If guest loss copy of receipt kept by him/her, copy guest ID card and ask guest to sign on the folio with the note “loss deposit receipt”, check and compare with Registration card signature. If not that person come pick we can not refund the money to him. 有礼貌地从客人处收回定金收 据如客人不慎遗失,复印客人证件确认身份，请他在帐单注明 “押金收据丢失“，并签名。 与登记卡上的签字相核对。 如果不是客人本人我们不能 将钱退还。. If guest have no doubt on balance and bill folio, print out payout form from the system. 如果客人对帐单没有任何异议, 打印Pay out 账单。 If guest have no doubt on guest bill folio, politely invite guest to sign on the pay out form . Use a closed palm to point out where guest should sign. 如果客人对帐单没有任何异议, 用手为客人指明签名的地方, 请客人签字. After finishing paid out voucher, inform Duty Manager to sign on voucher for approval as per hotel financial policy. If SM is not in the Front Desk area, signature will be followed up later. 在填妥 Paid-out form 立即请 当值服务经理 签字。 如当值服务经理 不在,继续工作,稍后再签.		Avoid unnecessary dispute in future. Show we accurate on accounting procedure. 避免将来不必要的争议.,并显示 我们正确地执行财务程序. All cash refund should be written acknowledged by guest. Help guest to sign pay out form can avoid guest feel confused to look for sign area, this can let guest feel our helpfulness, genuine and humility service. 所有现金退款都需得到客人的认 可。指点客人如何签名,避免其不知所措,让其感受我们谦逊的服务. All deposit refund should be approved by Duty Manager. 所有现金退款必须由当值服务 经理 签名确认
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 1 ( Page 3 of 3 )			TASK: Check out guest with deposit refund 结帐时退还现金
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucher
WHAT TO DO		HOW TO DO		WHY
11.Counting cash for guest. 清点现金给客人.. 12.Posting cash refund in computer and check out guest folio at same time. 用现金退款将客帐结掉, 13. print out the zero balance folio to guest. 将余额为” 0” 的帐单打印出来交于客人 14.Check if guest need any else help. 试问客人是否还需要其他帮助. 16.Bid farewell with guest. 与客人道别. 17.File. 整理帐单		Carefully but efficiency count cash which should be refund to guest and hand it over to guest one by one. 迅速仔细地当着客人的面一张 一 张 清点现钞, 然后交给他. Check out guest folio in computer immediately to balance the bill to zero, and file bill folio, pay out form, deposit receipt, guest registration card together well. 结掉客帐, 将帐单, 登记卡, 押金收据，退款凭证整理好放在一起.. Pack the zero balance folio well and present to guest with the logo up with two hands with eye contact and smile. 将余额为” 0”的帐单折好,面带微 笑地用双手交给客人. Confirm with guest if they need any else help. For example we can remind him airport International Tax is RMB 90, Local Tax is RMB 50. 确认客人是否还需要其他帮助. 例如可告诉他 机场税国际是 90 RMB 国内是 50 RMB. Bid farewell guest by saying: Mr./Ms. XX. Thank you for you staying in . We wish you to come back again and have a pleasant trip. 谢谢入住常州富都商贸饭店。.希 望您能再次光临并祝旅途愉快. Attach guest registration card, pay out form, both guest and front desk copy of deposit receipt and bill folio with balance zero together. 将登记卡, 退款凭证, 定金预付单与帐单钉在一起放 好		Clearly count guest amount of refund cash to show our honesty service and use Asian hospitality to show our caring about guest money accuracy. 显示我们殷勤好客的宗旨,并保 证现金数目的准确. Provide efficiency service to delight guest. Avoid to forget check out guest room in computer which will cause loss of hotel room revenue at every time. 提供有效的服务取悦客人, 防止在系统中忘记结清房帐导致收入损失 The folio is for guest file. Well package of bill let guest feel our carefulness and humility. 这张帐单让客人保存体现我们 的关怀与谦逊. Anticipate guest request show our caring about guest at every time. 预测客人可能有的要求, 说明我们时刻关怀着他. Sincerely appreciate guest to stay in our hotel to show our courtesy, humility and warm service. Remember the last impression is the lasting impression. 体现我们亲切谦逊的服务, 因为最后印象是最持久的印象. For Financial department checking. 以便财务部审核.
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 2 ( Page1 of 3 )			TASK: Check out guest with traveler ‘ S check 结帐时使用旅行支票
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucher
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest. 问候 2.Inquire guest room number. 询问房号 3.Inquire guest if there is any additional charge(like mini bar) in the room . 询问客人是否有额外消费 4.Print out folio. 打印账单 5.Withdraw guest registration card from bucket. 取出登记卡 6.Confirm balance with guest and invite him/her to sign the bill. 客人签字 7.Confirm payment with guest. 确认付款方式		Initiate to greet guest with smile: Ni hao, sir/madam, may I help you. Keep body straight and eye contact. 问候客人 If guest claim to check out , say: Sir/Madam, may I have your room number? 客人要求退房时，询问房号 Politely ask guest : Mr./Mrs.XX, do you have any additional charge today? If guest used the mini bar, write what guest has used on Mini bar sheet and post the charge in computer. We also can ask guest : Mr./Mrs. Have you booked the limousine service to the airport ? If yes double check or post to guest account. 询问客人是否有额外消费，如酒水和订车。 Print out folio for guest review by saying: Mr./Mrs. Here is your bill ,would you please have a look? 打印账单给客人检查 Draw out guest registration card from guest bucket ready for guest checking. 取出登记卡为结账作准备 Confirm balance with guest , say: Mr./Mrs. XX ， if it’s all right for you bill, may I have your signature here ? 确认账目没问题，请客人签字 Politely confirm payment with guest: Mr./Ms. XX. You will settle your bill by traveler ‘s check, is it right? (Payment method has been indicated on registration card upon guest check in. If guest change the method of payment, immediately move to other step.) 付款方式在入住时已在登记单上标明，如客人付款方式有变化，立即相应改变服务步骤。 如确认客人使用旅行支票付款		Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务。 To get accurate guest information so as to provide precise service. 得到信息 Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. Demonstrate our honest to guest. 避免客人离店后追帐。 Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. 客人检查账单避免今后对账目发生疑问 Respect guest decision right let guest feel our humility and self esteem. 尊重客人 Double check with guest, ensure precise service can always be provided. Show our flexible service. 再次与客人确认，保证提供准确的服务
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION:GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 2 ( Page 2 of 3 )			TASK: Check out guest with traveler check 结帐时使用旅行支票
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
8.Invite guest to present the T/C and then sign on it. 客人出示旅行支票并签字 9.Match guest signature. 核对签名 10.Change foreign currency traveler ‘s cheque to RMB. 兑换 11.Post credit charge into computer make bill balance to zero and check out the guest folio. 现金输入系统结清账目 12.Printing out bill folio with zero balance for guest checking. 打印余额为零账单供客人查询		Upon receiving guest traveler ‘ s check, politely invite guest to do the counter signing( follow the T/C policy). Any traveler ‘ s check which has been signed in advance are definitely acceptable. By saying: I ‘ m sorry sir/madam, would you mind signing it again?” 严格按照旅行支票接收程序： 客人必须当场在柜台签字，已签好字的旅支决不允许接受。 Politely ask for guest’ s passport and carefully matches guest signature on traveler ‘ s check and the other on passport. If it is not same, traveler ‘ s check can not be accepted. If same should record the passport No. and guest name on the reserve side of the Traveler’ s Check and Foreign exchange memo. 与护照上的签名核对是否一致，必将护照号和客人姓名记录在兑换水单上 Follow foreign currency exchange procedure to change foreign currency traveler ‘ s check to RMB for the guest. 根据兑换程序将旅支兑换为人民币。 Post credit charge into computer to make bill balance to zero. Check out guest folio in computer immediately and file bill folio, guest registration card together well. 在系统中立即用人民币现金结清所有账目，将所有资料订在一起缴财务。 Print out guest bill folio with zero balance for guest checking: Mr./Ms. XX. Here is your updated bill folio for your checking. 打印余额为零账单供客人查询		All traveler ‘ s check should be signed upon using as payment, we should adhere to account policy. 旅支必须在使用时当场签字生效。 Prove the traveler ‘ s check belong to guest. This is ruled by bank. Carefully working is caring about hotel benefit. 签名不符不允许接受，确保持有旅行支票者的利益 Foreign currency can ‘ t be used directly to pay the bill. And in our computer, it is calculated in RMB. 外币不可用来直接结算帐目 Ensure guest balance are settled. Avoid to forget check out guest room in computer which will cause loss of hotel room revenue at every time. 立即在系统中结清，避免忘记
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 2 ( Page 3 of 3 )			TASK: Check out guest with traveler check 结帐时使用旅行支票
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
13.Refund resting cash to guest if have. 退还客人剩余现金 14.Give one of zero balance guest bill folio to guest 给客人账单 15.Check if guest need any else help. 提供额外帮助 16.Bid farewell with guest . 送别 17.Escort guest to main entrance for farewell.(If not busy) 送客人至正门或指引正门方向 18.File all materials. 整理资料		Refund exchange to guest if have by saying: Mr./Ms. XX. Here is your exchange RMB15, would you please check. 兑换现金与客人账目总额之间如有余款，退还客人。 Pack it well , hand the bill to guest with the logo up with two hands by saying: “ Mr./Ms. XX. Here is your bill folio.” Hand it over to guest with two hands. 将余额为零账单交给客人 Confirm with guest if they need any else help by saying: “Mr./Ms. XX. Is there anything else I can do for you.” 与客人确认是否需要其他帮助 Bid farewell guest by saying: “Mr./Ms. Thank you for your staying in . We wish you come back again and have a pleasant trip.” 送别客人，祝旅途愉快。 Show guest the way to main entrance by saying :” This way please, sir/madam. We hope you will come back soon.” 如不忙，送客人到正门。或指引正门方向。 File guest registration card, foreign exchange form and bill folio well. 将所有资料整理归类。		Clearly tell guest amount of refund cash to show our honesty service. 说明余款数目 Anticipate guest request show our caring about guest at every time. 预见客人需要，关心客人 Show our warm and natural care to our guest. 表现我们热情真诚的服务 All these material are needed by financial department for checking. 所有资料将交财务部
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 3 ( Page 1 of 3 )			TASK: Check out guest with credit card 结帐时使用信用卡
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest. 问候 2.Request guest room number . 询问房号 3.Inquire about any additional charge (like mini bar). 询问客人是否有额外消费 4. Verify all charges and print out the folio to the guest for checking . 打印账单确认账目 5.Withdraw guest registration card 取出登记卡 6.Release safety deposit box if the guest has asked for this service. 退还保险箱		Initiate to greet guest with smile: “Ni hao, Sir/Madam, May I help you.” Keep body straight and eye contact. 问候客人 Politely 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 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 do you have any additional charge today or have booked limousine service to the airport?” 询问客人是否有额外消费，如酒水和订车。 Print out the updated bill and present it to the guest. Politely invite guest to review it and wait for his/her approval . By saying:: “Mr./ Ms XX May I review your account with you?" 打印更新账单给客人检查 Withdraw guest registration cards with credit card voucher.. 取出登记卡为结账作准备 See the check out message. If the C/O message is showing: “SD#123” that indicate that guest has safety deposit box with us. By saying : “Mr./Ms. XX. have you closed your safety box with us?” 查看系统中退房留言， 提醒客人退还保险箱		Be courtesy and make guest feel self esteem. Sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务。 Get accurate guest information can guarantee precise service. 得到准确信息 Save cost. Care about hotel expense. Show our care about guest. To eliminate any late charges after guest departure. 避免客人离店后追帐。 Avoid any dispute to show our professional service. Regard guest decision. Do more for the guest. 客人检查账单避免今后对账目发生疑问 To remind guest to release the box. Alert guest not to forget item in hotel after departure. 提醒客人离店时不要忘记取走所有物品
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 3 ( Page 2 of 3 )			TASK: Check out guest with credit card
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
7.Mode of settlement. 结账方式 8.Settle bill. 结账		If guest don ‘ t close safe deposit box, kindly invite guest to fill one Access Application form and meet you in safety deposit box room to close the box. 按照退还保险箱程序，帮客人退还保险箱。 Check with guest if he is paying with the same credit card which has given upon check in. (Copy voucher attached to registration card.). By saying : “ Would you like to use the same credit card or not?” 确认是否使用入住时所压信用卡结账 If yes, check if approval amount of credit card is enough amount to cover guest consumption. If not enough amount , refer to EDC machine, use authorization function to get approval amount. If have enough amount, refer to EDC machine to use OFF-LINE function to settle bill with approval. 如使用同一信用卡，检查授权是否足够。如果不够，使用EDC系统要足够授权。如果授权足够，使用EDC系统作离线交易。 If change to another credit card, collect card and check its valid date to see if it is expire and follow EDC machine procedure. The previous credit card approval code should be canceled by fax to the Bank. 如改为另一信用卡，首先检查信用卡，再根据EDC系统使用步骤结账。入住时所压信用卡授权根据相应步骤取消。 If guest pay credit card, use printed out voucher with transaction machine, kindly invite guest to sign on it . to match the signature on voucher with the specimen of signature on credit card to see if is same. Ask guest to sign again as the same as the Registration Card. If not similar, refer to Service Manager. 请客人在信用卡单上签字，核对卡单和信用卡背面签名样式是否一致。 如登记单签名与信用卡签名样式不符，请客人再签和登记单相同的签名。如不符，通知服务经理。		Put guest at first position, never make decision instead of guest. 尊重客人，不要替客人做决定 Ensure credit card is useful. Care about guest benefit and follow the Bank policy. 确保信用卡有效。 Ensure the credit card is belong to guest. Care about hotel benefit. 确保更换的信用卡属于此客人
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 3 ( Page 3 of 3 )			TASK: Check out guest with credit card 结帐时使用信用卡
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
9.Post credit charge into computer and check out the room.. 在系统中退房 10.Print out one bill folio with zero balance. 打印成零账单 11.Give credit card and voucher and bill folio to guest. 给客人账单和信用卡卡单 12.Ask if guest need any else help. 提供额外帮助 13.Farewell with guest and escort guest to main entrance (if not busy). 送客人至正门或指引正门方向 14.Alert bellman to be ready to serve guest. 提醒行李员服务客人 15.File all materials. 整理资料		Post credit charge into computer to make balance to zero and check out room in computer. 使用相应信用卡在系统中入账使总额成零，在系统中退房。 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.” 给客人打印成零账单。 Return credit card to guest as well as customer copy of credit card and first copy of bill folio to guest. Use two hands pass above items to guest. 给客人账单和信用卡卡单 Politely ask if guest need any else help. For example you can ask the guest by saying: “Do you need to book a room in another Shangri-La hotel that we can arrange the room reservation for you.” 与客人确认是否需要其他帮助 End checking out by saying; “Thank you for staying with us. Mr./Ms.XX. We wish seeing you again. Have a pleasant trip. “ This way please we hope to see you again.” 如不忙，送客人到正门。或指引正门方向。 Use eye sight, gesture or words to alert bell man to be ready to serve guest. 使用手势，眼神提醒行李员服务客人 File guest registration card, voucher, bill folio etc. well. 将所有资料整理归类。		Ensure all charge has been settled in computer. 确保在系统中退房 For guest reference. 客人今后参考 Anticipate guest request show our sincerely welcome to guest. 预见客人需要，关心客人 Last impression is lasting impression. Asian hospitality is our key principle to serve guest. 给客人留下良好的最后影响 Anticipate guest request to show our genuine and consistent service. 预见客人需要，关心客人 All there materials will be passed to financial department for checking. 所有资料将交财务部
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 4 ( Page 1 of 3 )			TASK: Check out guest with transferring 结帐时转账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Transfer voucher
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest. 问候 2.Inquire guest room number. 询问房号 3.Collect guest room key. 收取钥匙 4.Inquire guest if there is any additional charge in the room . 询问客人是否有额外消费 5.Print out bill folio. 打印账单 6.Withdraw guest registration card from bucket. 取出登记卡 7.Confirm balance with guest and invite guest to sign the bill . 客人签字		Initiate to greet guest with smile “Ni Hao. Sir/Madam. May I help you?” Keep body straight up and eye contact. 问候客人 If guest claim to check out, say: “Sir/Madam, may I have your room number?” 客人要求退房时，询问房号 Politely collect guest room key for recycling use. 礼貌收取钥匙，用以循环使用 Politely ask guest:” Mr./Ms. XX Do you have any additional charge in your room today.” If guest used mini bar, write what guest has used on Mini bar list and post the charge in computer. We also can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?” If yes double check or post to guest account. 询问客人是否有额外消费，如酒水和订车。 Print out guest folio for guest review by saying: “Mr./Ms. XX. Here is your folio for your review.” 打印账单给客人检查 Draw out guest registration card from guest bucket ready for guest checking. 取出登记卡为结账作准备 Confirm balance with guest, if balance is debit balance by saying : “ Mr./Ms. Your debit balance is RMB3000, is it right?” If the guest have no dispute on the folio invite guest to sign the bill by saying : “ May I have your signature here, thank you.” 确认账目没问题，请客人签字		Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务。 To get accurate guest information so as to provide precise service. 得到准确信息 Save cost care about hotel expense. 节约成本 Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. 避免客人离店后追帐。 Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. 客人检查账单避免今后对账目发生疑问 Respect guest decision right, let guest feel our humility and self esteem. 尊重客人
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 4 ( Page 2 of 3 )			TASK: Check out guest with transferring 结帐时转账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Transfer voucher
WHAT TO DO		HOW TO DO		WHY
8.Confirm payment with guest. 确认付帐方式 9.Check authoriztion form. 检查授权书 10.Transfer charge to receiver ‘ s room account. 转账 11.Explain bill folio to receiver. 解释账目 12.Invite receiver to sign on bill folio. 签字 12.Check out guest folio in computer. 在系统中退房 13 Give bill folio to guest 给客人账单		Politely confirm payment with guest. “Mr./Ms. XX, your room charge will be paid by Mr./Ms. YY who is in room XX , is it right.” (Payment method has been indicated on registration card upon get check in) 确认是否与入住是同样的付帐方式，由其他房间结算。 If yes, check if the content of authoriztion form back of the registration card. 检查登记单背面授权书内容 If authorization form is acceptable, transfer part or full charge to receivable room account. If it is part of charge transferred, ask guest to settle the rest charge by himself or herself. Transfer part or total amount of charge to receiver ‘ s room account according to guest instruction.(Please use 555 transfer to do the bill to keep the bill history instead of transfer directly) 根据授权书内容转账（使用 “555”功能转账保留账目资料) Clearly and friendly explain guest bill folio to receiver. 清楚，耐心解释账目 Kindly invite receiver to sign on bill folio and use closed palm to point out signing area. 请客人在帐单上签字 Check out guest folio in computer immediately 立即在系统中退房 Give one bill folio with zero balance to guest 将成零的账单给客人		Double check with guest, ensure precise service can always be provided. 再次确认以提供准确服务 Written approval by payer is definitely requested to protect hotel. Caring about hotel benefits is one of every GSA responsibility. 书面授权书保护酒店利益 Conduct according to guest instruction, keeping our consistent and precise service. Carefully finish transferring for guest in computer, any mistake will cause hotel losses and precise service principle 严格按授权书内容转账 Avoid to forget check out guest room in computer which will cause loss of hotel room revenue. Caring about hotel revenue at every time. 避免在系统中忘记结账 For guest future reference. 客人今后参考
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO:FD- CA. 4 ( Page 3 of 3 )			TASK: Check out guest with transferring 结帐时转账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Transfer voucher
WHAT TO DO		HOW TO DO		WHY
14.Check if guest need any else help. 提供额外帮助 15.Alert bell men to be ready to serve guest. 提醒行李员服务客人 16.Bid farewell with guest and escort the guest. 送别 17.File all materials 整理资料		Confirm with guest if they need any else help, say: “Mr./Ms., is there anything else I can do for you.” Or you can ask the guest : “Do you need to book a room in another Shangri-La hotel that we can arrange the room reservation for you.” 与客人确认是否需要其他帮助 Use gesture, eye sight or words to alert bell man to be ready to serve guest leaving. 使用手势，眼神提醒行李员服务客人 Bid fare well guest, saying: “Mr./Ms., thank you for staying with us in Traders Hotel, Changzhou . We wish you to come back again and have a pleasant trip.” Show guest to the main entrance by saying : “ This way please, Sir/Madam, we will be glad to see you again.’ 如不忙，送客人到正门。或指引正门方向。 File guest registration card, bill well. 将所有资料整理归类。		Anticipate guest request show our caring about guest at every time. 预见客人需要，关心客人 Anticipate guest request to show our carefully and genuine service. 预见客人需要，关心客人 All these materials will be passed to financial department for checking. 所有资料将交财务部
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 5 ( Page 1 of 3 )			TASK: Check out guest with cash 结帐时使用现金
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest. 问候 2.Inquire guest room number. 询问房号 3.Collect guest room key. 收取钥匙 4.Inquire guest if there is any additional charge in the room. 询问客人是否有额外消费 5.Print out bill folio for guest checking. 打印账单给客人检查 6.Withdraw guest registration card from bucket. 取出登记卡 7.Confirm balance with guest and invite guest to sign the bill . 客人签字		Initiate to greet guest with smile “Ni hao. Sir/Madam. May I help you.” Keep body straight up and eye contact. 问候客人 If guest claim to check out, say: “Sir/Madam, may I have your room number.” 客人要求退房时，询问房号 Politely collect guest room key for recycling. 礼貌收取钥匙，用以循环使用 Politely ask guest:“ Mr./Ms. XX Do you have any additional charge in your room today.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. Also we can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?” If yes double check or post to guest account. 询问客人是否有额外消费，如酒水和订车。 Print out guest folio for guest review by saying: “Mr./Ms. XX. Here is your bill folio may I review your account with you ?" 打印账单给客人检查 Draw out guest registration card from guest bucket ready for guest checking. 取出登记卡为结账作准备 Confirm balance with guest, if balance is a debit amount say: “ RMB3450, is it right?” If yes by saying : “ May I have your signature here? 确认账目没问题，请客人签字		Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务。 To get accurate guest information so as to provide precise service. 得到准确信息 Save cost care about hotel expense. 节约成本 Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. 避免客人离店后追帐 Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. 客人检查账单避免今后对账目发生疑问 Respect guest decision right, let guest feel our humility and self esteem. 尊重客人
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 5 ( Page 2 of 3 )			TASK: Check out guest with cash 结帐时使用现金
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
8.Confirm payment with guest. 确认付帐方式 9.Collect money from guest. 收取现金 10.Count money. 清点 11.Give change to guest. 找零 12.Post cash payment in computer then check it out . 入账 13.Print one bill folio with zero balance for guest review. 打印帐单 14.Check if guest need any else help. 提供额外帮助		Politely confirm payment with guest, “Mr./Ms., you will settle your account by cash, is it right.” (Payment method has been indicated on registration card upon get check in) 确认是否与入住是同样的付帐方式，由现金结算。 Use two hands to receive guest money, say: “Mr./Ms. XX, I receive your RMB3500, thank you.” 收取现金 Carefully but efficiency count money. 仔细但有效率清点现金 Give change to guest, say, “Mr./Ms. XX, here is your change RMB50, please check.” Use two hands to hand money over to guest. 找还现金余额给客人 Immediately post cash payment and check out the room in computer correctly. 立即在系统中入账 Print out one bill folio with zero balance for guest review. If the guest have no dispute on it stamp “PAID” on it. 打印成零账单，加盖“已付”章。 Confirm with guest if they need any else help, say “Mr./Ms. XX, is there anything else I can do for you.” For example we can ask the guest: “ Do you need book the room in another Shangri-La Hotel? We can arrange the reservation for you.” 与客人确认是否需要其他帮助		Double check with guest, ensure precise service can always be provided. 再次确认以提供准确服务 Clearly speak out amount of cash received from guest to confirm with guest. Use Asian style courtesy to show our respect, humility and appreciation to guest. 清楚说出所收客人现金数额 Clearly speak out amount of money refund to guest to confirm with guest, and show our honest service. 清楚说出找还客人现金数额 For checking out folio in computer and immediately posting avoid guest waiting. Avoid to forget check out guest room in computer which will cause loss of hotel room revenue. Caring about hotel revenue at every time. 入账后好立即在系统中退房 Anticipate guest request show our caring about guest at every time. 预见客人需要，关心客人
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 5 ( Page 3 of 3 )			TASK: Check out guest with cash 结帐时使用现金
EQUIPMENT REQUIRED: Fidelio work station/Bill folio
WHAT TO DO		HOW TO DO		WHY
15.Alert bell men to be ready to serve guest. 提醒行李员服务客人 16.Bid farewell with guest and escort the guest. 送别 17.File materials. 整理资料		Use gesture, eye sight or words to alert bell man to be ready to serve guest leaving. 使用手势，眼神提醒行李员服务客人 Bid farewell guest, saying “Mr./Ms., thank you for your staying We wish you to come back again and have a pleasant trip.” Show guest to the main entrance by saying : “ This way please, Sir/Madam, we will be glad to see you again.’ 如不忙，送客人到正门。或指引正门方向。 File bill folio(guest approval signature folio and zero balance folio) , guest registration card together well. 将所有资料整理归类。		Anticipate guest request to show our carefully and genuine service. 预见客人需要，关心客人 Passed all materials to Financial department for checking. 所有资料将交财务部
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 6 (Page 1 of 4)			TASK: Check out guest with city ledger 结帐时挂账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Liability form
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest 问候 2.Inquire guest room number. 询问房号 3.Collect room key. 收取钥匙 4.Inquire guest if there is any additional charge in the room. 询问客人是否有额外消费 5.Print out bill folio 打印账单给客人检查 6.Withdraw guest registration card from bucket. 取出登记卡 7.Confirm balance with guest. 确认账目		Initiate to greet guest with smile, say: “Ni hao, Sir/Madam. May I help you keep body straight up and eye contact. 问候客人 If guest claim to check out, say: “Sir/Madam, May I have your room number?” 客人要求退房时，询问房号 Politely collect guest room key for replacing. 礼貌收取钥匙，用以循环使用 Politely ask guest:” Mr./Ms. XX Do you have any additional charge in your room today.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. We also can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?” If yes double check or post to guest account. 询问客人是否有额外消费，如酒水和订车。 Print out the bill folio for guest review, say: “Mr./Mrs., here is your bill may I review your account with you?” 打印账单给客人检查 Draw out guest registration card from guest bucket ready for guest checking. 取出登记卡为结账作准备 Confirm balance with guest, if balance is credit, say: “Mr./ Mrs XX, your debit balance is RMB3450. Am I right?” 确认账目没问题，请客人签字		Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务。 To get accurate guest information so as to provide precise service. 得到准确信息 Save cost care about hotel expense. 节约成本 Avoid any late charge after guest departure, use our politely manner to show our courts and respect to guest. 避免客人离店后追帐 Let guest have a check to avoid any dispute. Respect guest delight with our honesty and friendly service. 客人检查账单避免今后对账目发生疑问 Respect guest decision right. Let guest feel our humility and self esteem. 尊重客人
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DISINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 6 (Page 2 of 4)			TASK: Check out guest with city ledger 结帐时挂账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Liability form
WHAT TO DO		HOW TO DO		WHY
8.Confirm payment with guest. 确认付帐方式 9.Check company letter or travel agent voucher. 检查公司挂帐单或旅行社入住单 10.Check if there is A/R number in computer. 检查系统中挂帐授权		Politely confirm payment with guest. “Mr./Ms. XX, your room charge will be paid by company or travel agent, is it right.” (Payment method has been indicated on registration card upon guest check in) 确认是否与入住是同样的付帐方式，房费由公司或旅行社结算。 When guest is checking bill folio, GSA should carefully but efficiency check company letter or travel agent voucher. Regarding company letter, check: *Guest name. *Arrival date/departure date. *Room type/room rate. *Payment statement (part or full of charge will be paid by company) *Company authorized person signature *Company chop 在客人检查账单时，仔细快速的检查公司挂帐单： 客人姓名；入住离店日期；房型房价；付款说明；公司授权人签名和公司印章。 Regarding travel agent voucher check: *Travel agent name *Guest name *Arrival date/departure date *Room type *Meal arrangement *Travel agent chop 检查旅行社入住单： 旅行社名称；客人姓名；入住离店日期；房型；餐饮安排；旅行社印章。 Go to computer to check if there is A/R number with authorization already set by Credit Manager in computer. If there is no A/R number, contact credit manager immediately or refer to Service Manager in case credit manager can ‘ t be reached. 在系统中检查是否信贷部经理已给挂帐授权。 如未给，联系信贷部经理或服务经理给挂帐授权。		Double check with guest, ensure precise service can always be provided. 再次确认以提供准确服务 Save time, care about guest time: Check if guest staying period has been exceed limited date originally by company. Care it hotel can get payment from company and travel agent. 节省客人时间 注重酒店利益
PREPARED BY:			APPROVED BY:
DEISINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 6 (page 3 of 4)			TASK: Check out guest with city ledger 结帐时挂账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Liability form
WHAT TO DO		HOW TO DO		WHY
11.Invite guest to sign on bill folio. 签字 12.Settle rest balance which will not paid by company and travel agent. 客人自付帐项 13.Ask if guest need any else help. 提供额外帮助 14.Alert bell men to be ready to serve guest. 提醒行李员服务客人 15.Bid farewell with guest and escort the guest to main entrance. 送别 16.Post city ledger in computer, print out one bill folio settled by city ledger and check out guest folio. 在系统中结帐		Politely invite guest to sign bill folio. If room is booked through travel agent. Only incidental charge can be shown to guest for signing. All charge paid by travel agency e.g. room charge, meal charge should be kept for collecting money from travel agency. It is confidential to guest. 请客人签字。切记，由旅行社付款的帐项决不可透露给客人。 Politely ask guest how to settle rest charge which will not be settled by company or travel agent. Following the procedure of check out with cash, traveler ‘ s cheque and credit card. 请客人结清自付帐项 Confirm with guest if they need any else help, say: “Mr./ Ms. XX, is there anything else I can do for you?” 与客人确认是否需要其他帮助 Use eye sight or words to alert bell men to be ready to serve guest leaving. 使用手势，眼神提醒行李员服务客人 Bid farewell guest, saying: “Mr./Ms, I thank you for your staying in . We wish you to come back again and have a pleasant trip.” 如不忙，送客人到正门。或指引正门方向。 After guest departure, post city ledger in computer to settle the charge which will be paid by company or travel agent. Print out this folio and check out guest room in computer. 客人离开柜台后，将相应帐项挂账，在系统中结帐		All charge which will be settled by city ledger should be signed by guest for acceptance except travel agent reservation. 除旅行社预订，其他挂账的帐单须由客人签字确认。 Avoid any late charge after guest departure care about hotel benefit. 避免客人离店后追帐 Anticipate guest request show over caring about guest at every time. 预见客人需要，关心客人 Anticipate guest request to show our carefully and genuine service. 预见客人需要，关心客人 Conduct posting and checking out procedure is to avoid to make guest wait, care about guest time to let guest feel our caring and genuine service. 节省客人时间 避免员工忘记在系统中结帐
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 6 (Page 4 of 4)			TASK: Check out guest with city ledger 结帐时挂账
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Liability form
WHAT TO DO		HOW TO DO		WHY
17.File all materials. 整理资料		File guest registration card, bill folio, and guest checks together. If the guest pay part of expense in CASH and rest by City Ledge, please copy one of R. card , the original one attach the C/L check out folio, the other attach to cash settlement folio. 将所有资料整理归类。 如果客人部分账目为挂账，部分为自付，应将登记单复印，原件附在挂账帐目之后，复印件附在客人自付帐目后。		All necessary materials regarding city ledger should be attached together for financial checking and collecting payment from company or travel agent. 所有资料将交财务部
PREPARED BY:			APPROVED BY:
DEISINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office					JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 7 (page 1 of 1)					TASK: Prepare for long staying check out 为常住客准备结帐
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Long staying contract
WHAT TO DO			HOW TO DO			WHY
	1.Read through long staying guest contract one day before guest check out. 核查常住合同 2.Print out bill folio for discount. 账单准备 3.Discount for Long Staying guest ‘ s F&B, Laundry, Photo Copy, etc consumption. 折扣 4.Reprint the updated folio for guest check . 打印账单 5.Check credit. 检查信用卡 6. File 整理资料			Carefully read through long staying guest contract. Be familiar with privilege which entitle, payment terms and conditions. 常住客退房前一天核查常住合同 Print out bill folio in summary and check it carefully according to contract. 根据合同查看总帐单 Posting the credit amount for discount(Use Rebate Code)and should follow up the discount rate which set up by Sales. 根据合同条款对账目在系统中做打折。 Print out the detail or summary folio for the guest review by his/ her request upon guest C/O. 打印明细和总帐单备客人结帐时给客人检查。 Check guest credit . If the guest will settle his account by credit card to see is there enough approval amount from bank. 检查客人付款方式，如信用卡结账，核查授权额是否足够。 File guest registration card, all guest checks and contract well and together. 将所有资料整理用以备查。			Get detail of guest information to be ready for providing precise service to guest. 良好准备是提供优质服务的前提 Find out mistake if have it have in advance of guest check out so as to avoid guest waiting and feeling upset carefully work can assist us to provide excellent service. 提前检查是否有错误 According to the Sales contract. 根据合同 Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. 客人检查账单避免今后对账目发生疑问 Care about hotel benefit. 注重酒店利益 Keep all materials well to be ready to serve guest at first time and every time with our excellent service. 将所有资料整理用以客人需要时备查。
PREPARED BY:					APPROVED BY:
DESINATION: FOM		SIGNATURE/DATE			DESINATION: GM			SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 8 (page 1 of 1)			TASK: Prepare for group/convention check out 为团队结帐做准备
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Long staying contract
WHAT TO DO		HOW TO DO		WHY
1.Reading through group correspondence. 阅读团队资料 2.Check wake up call time 叫早服务 3.Print out master bill folio to check. 总帐 5.Inform relevant departments regarding any group arrangement change(If have). 通知相关部门团队的任何变更 6.File group correspondence 归档		Carefully read group correspondence. Check number of rooms, room rate, number of complimentary rooms, meal type. Pay of meal, price of meal, payment method, routine instruction, guest name list, etc. 仔细阅读团队资料，包括：房间数；房价；免费房间数；用餐安排；付款方式等等。 Supervisor or team leader should check group wake up call time and scheduled check out group. If necessary, arrange enough GSA to be on duty at morning shift. 领班检查叫早服务时间，安排足够的员工在相应的时间为团队结帐。 Print out master bill folio in detail and check it carefully according to contract. 打印总帐仔细检查 If have any group arrangement change a amendment group inform form should be submitted immediately to all relevant department for updating information e.g. inform housekeeping for check out time change, inform telephone operator for wake up call time change, inform restaurants for meal arrangement and time change, inform concierge for luggage down time change. 发出团队变更表给相关部门: 如通知客房部离店时间更改；通知总机叫早时间更改；通知餐厅就餐时间更改；通知礼宾部下行李时间更改。 File all group correspondence together in one bucket “today check out group”. All in house group which check out date is the day after next day should be filed in one bucket “in house group” by check out date. 将次日离店的团队资料存于“当天结账团队”的资料夹中。		Get detail of guest information to be ready for providing precise service to guest. 掌握详细的团队资料为团队结账做好准备 Prepare enough manpower to guarantee efficiency, precise and excellent service. 足够的人力提供有效的服务。 Find out mistake if have an advance of guest check out so as to avoid guest waiting and feeling upset, carefully work can assist us to provide excellent service. 提前发现问题，避免结帐时客人等候，提高我们的服务质量。 Keep updated group information to relevant department, use our team work of Shangri-La spirit to provide excellent service to guest. 随时将团队的更新资料分发给相关部门，保持我们高质量服务 Keep all materials well to be ready to serve guest at first time and every time with our excellent service. 提前准备好所有相应资料是我们提供优质服务的前提
PREPARED BY:			APPROVED BY:
DESINATION: FOM	SIGNATURE/DATE		DESINATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 9 (page 1 of 2)			TASK: Check out group procedure 团队结账程序
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Group correspondence
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest and tour leader. 问候 2.Inquire group name & No. or the group member ‘ s room No. 团队名称和房号 3.Collect room key. Use walkie-talkie if there is any mini bar consumption in the room. 收取钥匙，查询酒水 4.Print out master bill folio and guests incidental bill folios. 总帐，杂项帐 5.Invite tour leader to sign on master bill folio. 请领队在总帐签字		Initiate to greet guest and tour leader with smile, say: “Nihao, Sir/Madam, may I help you?” Keep body straight up and eye contact. 问候客人和团队领队 Politely inquire group name or room No. By saying: “ May I have your room No. or group name sir/madam?” Withdraw group order from “expect check out group” for guest double check . 礼貌询问团队名称和房号。从“当日离店团队”资料夹中取出团队资料。 Politely collect room key from tour leader for replacing use. Politely invite tour leader to inquire guest it use mini bar “Mr./Ms. XX, would you please ask the guests if they used any late consumption today.” If guest used mini bar, write what guest has used on Mini bar list and post the charge in computer. 礼貌收取钥匙，请领队帮助询问客人是否在前一天晚上和当天用过房间酒水。 Print out guest incidental folio to tour leader for guest review and collecting payment, say: “Mr./Ms XX, here is your group guests bill folio.” Print out group master folio for tour leader review. 打印总帐和客人杂项帐 If master bill folio is sending to company or travel agent, kindly invite tour leader to sign on master bill folio. “Mr./Ms. XX, if you agree to this bill folio, would you please sign here”. Use closed palm to point our signing area. Pay attention to tour leader’ s Room Charge ‘ s settlement. If it is not paid by T/A, should collect the deposit for room charge. 如房费挂账公司或旅行社，请领队签字确认。如不属于挂账，请领队现付。		Initiate to greet guest to show out courtesy and sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务。 To get accurate guest information so as to provide precise service. And can verify the guest ‘ s Group name & No. 获得详细团队资料 Avoid any revenue losses after departure use our politely manner to show our courtesy and respect to guest. 避免酒店收入损失 Let tour leader be responsible to collect payment will save time. 请领队协助结账会节省时间 All master folio should be signed by tour leader for acknowledge the charge amount. 所有总帐必须经领队签字确认
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 9 (page 2 of 2)			TASK: Check out group procedure 团队结账程序
EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Group correspondence
WHAT TO DO		HOW TO DO		WHY
6.Collect payment for incidental charge. 收取杂项费用 7.Post payment into computer. 入账 8.Double check all incidental folio with tour leader or local guide. 复查杂项费用 9.Bid farewell with guest. 送别 10.Post city ledger into computer and check out group in computer. 退房 12.Filing 归档		Under tour leader ‘ s assistance, collect all charge payment from guest. 在领队协助下，向客人收取杂项费用 Post payment in group member ‘ s folio immediately. 在系统中入账 Consistently check all incidental charge folio with group leader for confirm if they have been settled. 与领队复查所有杂项费用是否付清 Friendly bid fare well with guest, say: “Thank you for staying in . We wish you come back again and have a pleasant trip.” 真诚与客人送别 If it is sending bill for group, post city ledger into computer to make master bill folio to zero and check out group in computer. 在系统中挂账退房 File group correspondence, master folio group voucher if it is tour group and all necessary checks together. 将所用团队资料订在一起		Friendly cooperate with tour leader to serve guest with our excellent service. 与领队友好的合作使我们提供优质的服务 Avoid any revenue losses after guest departure caring about hotel benefit. 避免客人离店后出现未结帐项，保护酒店利益 Finish group check out procedure in computer. Avoid forgetting to let vacant room selling. Care about hotel revenue in our daily job. 马上在系统中退房，避免忘记 For financial department checking and collect payment from company or travel agent. 所有相关团队资料和账单将交财务部。
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 10 (Page 1 of 1)			TASK: Computer down time procedure 电脑系统无法使用时结账程序
EQUIPMENT REQUIRED: Printer/Fidelio work station
WHAT TO DO		HOW TO DO		WHY
1.Call EDP and relevant sections 致电电脑房和相关部门 2.Print out open balance report 打印报表 3.Keep contact with HSKP.Tel 与客房部，总机保持联系 4.Update information in computer 更新信息		As soon as any front desk GSA find the warning in computer to show there is problem in computer or informed to sign off the terminal by EDP staff in mid-night should call EDP department immediately as well as inform Service Manager. 一旦前台员工发现在系统中的任何警示语，马上通知电脑房和服务经理。 Print out “Contingency report” at first no matter computer is down or not. The following report need to be included: 1. Open Balance report 2.Arrival report 3.In house by alpha 4.In house by room 5.Message report 6.Vacant room report 7.Departure balance report( After N.A posting the Room Chg. & Tax) 8.Posting summary 9.Group departure 打印“紧急情况报表”，包括以上报表 Keep contacting with Housekeeping and telephone operator regarding room check in, check out, room change. Every check in/out room inform HSKP and telephone operator to shut on or shut off telephone line. Keep update information with relevant sections at any time. 每个房间入住，退房，换房都应马上通知客房部，总机。 As soon as computer is recovered, check in or check out all rooms which are manual check in or out during computer down time. 系统恢复正常后，马上在系统中更新所有相关信息。		Report problem at first time to ensure it is solved at first time and guarantee first time service. 第一时间报告问题，就可在第一时间解决问题 Ensure we have open balance report at any time in case computer is down at any time. We can make check out for guest with open balance report. 无论电脑系统是否真的无法使用，第一时间打印所有相关报表以备不时之需。 Keep communication with relevant sections to ensure our consistent service. 与相应部门保持联系以确保我们的服务质量。 Update information in computer immediately. 马上更新信息以提高系统中信息的准确性
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 11 (Page 1 of 2)			TASK: Credit card late charge 信用卡追帐
EQUIPMENT REQUIRED: Guest bucket/Fidelio work station
WHAT TO DO		HOW TO DO		WHY
1.Getting approval 批准 2.Check supporting 资料 3.Get guest credit card information 信用卡资料 4.Use EDC machine to do the late charge except local credit card. 使用EDC系统 5.Write necessary materials on credit card voucher 在信用卡单上注明相关信息 6. Post credit card settlement into computer. 入账		Any credit card late charge should be approved by Service Manager. 任何信用卡追帐都须得到服务经理的批准。 Check if all necessary supporting are on hand for credit card late charge n Guest registration card with full guest information n Guest credit card number To check guest signature on registration card 检查是否支持资料齐全：齐全的客人登记单；信用卡资料和登记单上客人签名。 Get guest credit card information : Credit card number Credit expire date Guest name 卡号；有效期；客人姓名。 If any late charge will be done, use the EDC machine to do it. If is local credit card prepare one blank credit card voucher which should be as same type as the credit card used by guest as settlement. 任何追帐使用EDC系统，当地卡无法使用EDC系统的，采用相应的手工单。 Neatly and clearly write credit card number, valid date and guest name on blank credit card voucher as well as the charge which should be late charge. 在空白卡单上注明卡号，有效期，客人姓名，追帐金额。 Post credit card settlement into computer to make balance to zero. 在系统中入账		If necessary materials is not full, late charge can not be conducted. 不全的资料无法进行追帐 Credit card voucher should match credit card type. 信用卡单必须与信用卡种类相一致 Fill all information necessary for settlement with credit card. 信息齐全 Settle the charge in computer. 在系统中结帐 .
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 11 (Page 2 of 2)			TASK: Credit card late charge 信用卡追帐
EQUIPMENT REQUIRED: Guest bucket/Fidelio work station
WHAT TO DO		HOW TO DO		WHY
7. Print out one bill folio. 打印账单 8. File 资料整理		Print out one bill folio with balance is zero which include late charge and credit card settlement. 打印成零账单，包括追帐账目和信用卡结清条目。 Attach all materials together and pass to Financial department. -bill folio for late charge - Guest registration card - Credit card voucher or EDC voucher. 将所有相关资料整理交财务部：追帐项目；登记单；信用卡单。		One of necessary material. 必要资料 For Financial department checking and money collection from bank 完整资料便于财务部进行追帐
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA 12 (Page 1 of 3)			TASK: check out guest with bank cheque 使用银行支票结帐
EQUIPMENT REQUIRED: Fedelio work station/Printer
WHAT TO DO		HOW TO DO		WHY
1.Greeting guest. 问候 2.Inquire guest room number. 询问房号 3.Collect guest room key. 收取钥匙 4.Inquire guest if there is any late charge in the room . 询问客人是否有额外消费 5.Print out bill folio. 打印账单 6.Withdraw guest registration card from bucket. 取出登记卡 7.Confirm balance with guest and invite guest to sign the bill . 客人签字 8.Comfirm payment with guest 确认付帐方式		Initiate to greet guest with smile “Ni hao. Sir/Madam. May I help you.” Keep body straight up and eye contact. 问候客人 If guest claim to check out, say: “Sir/Madam, may I have your room number.” 客人要求退房时，询问房号 Politely collect guest room key for recycling. 礼貌收取钥匙 Politely ask guest:” Mr./Ms. XX Do you have any additional charge in your room today.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. Also we can ask the guest:” Mr./Ms, have you booked the limousine service to the airport?” If yes double check or post to guest account. 询问客人是否有额外消费，如酒水和订车。 Print out bill folio for guest review by saying :”Mr/Ms, XX here is your folio may I review your account with you?" 打印账单给客人检查 Draw out guest registration card from guest bucket ready for guest checking. 取出登记卡为结账作准备 Confirm balance with guest, if balance is a debit amount say: “ RMB3450, Am I right? And may I have your signature here?” 确认账目没问题，请客人签字 Politely confirm payment with guest .(Payment method has been indicated on register card upon guest check in.) 礼貌与客人确认付帐方式是否与入住是一致		Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. 表现我们的真诚，礼貌的服务 To get accurate guest information so as to provide precise service. 得到准确信息 Save cost care about hotel expense. 循环再用，节约成本 Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. 避免客人离店后追帐 Let guest have a check to avoid any dispute. Respect guest right , delight guest with our honesty and friendly service. 客人检查账单避免今后对账目发生疑问 Respect guest decision right, let guest feel our humility and self esteem. 尊重客人
PREPARED BY:			APPROVED BY:
DESIGNATION; FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: CA. 12 (Page 2 of 3)			TASK: Check Out Guest with Bank Cheque 使用银行支票结帐
EQUIPMENT REQUIRED: Guest bucket/Fidelio work station
WHAT TO DO		HOW TO DO		WHY
9.Collect the cheque from the guest and check. 收取支票，检查		Personal cheque , Overseas cheque and Overseas company cheque are not acceptable. The guest ‘ s company cheque must be strictly adhere to following procedure: 个人支票，海外支票不接受。公司支票必须严格按以下项目核查才可接受： a. Hotel will only accept a company cheque which is issued by a bank located in Changzhou. b. Cheque should not be dated very early as cheque are generally valid for ten days only. c. The cheque should made payable to “Traders Hotel, Changzhou ” or blank. d. Ensure that the cheque bear three type of stamps from the company -The Company name stamp -The finance Dept. stamp -The authorized person stamp e. The cheque should be written in black ink using black signing pen f. If there is a limit indicated on the cheque, ensure that expense are within that limit. Any amount in excess of the limit must be paid by cash or valid credit card. g. The following information should be written down at the back of the cheque better in pencil: -Company Tel No. & address -Guest name ID card No. 在常州必须有所发公司支票的银行；公司支票发出日期不可太早，因为支票有效期为发出日期十日内；支票收款方为常州商贸饭店或空白；支票须有公司印章，法人章，财务章；支票需用黑色签字笔书写；注意支票的限用金额是否足够付清酒店帐项；支票背书包括- 客人姓名，证件号码，公司电话和地址。		Avoid skipping risk and care about hotel benefit. 避免空头支票，保护酒店利益。
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 12 ( Page 3 of 3 )			TASK: check out guest with bank cheque 使用银行支票结帐
EQUIPMENT REQUIRED: Fiddle work station
WHAT TO DO	HOW TO DO				WHY
10.Post cheque payment in computer then check it out . 入账 11.Print one bill folio with zero balance for guest review. 成零账单 12.Check if guest need any else help. 提供额外帮助 13.Alert bell men to be ready to serve guest. 提醒行李员服务客人 14.Bid farewell with guest. 送别 12.File materials. 整理资料	Immediately post cheque payment and check out the room in computer correctly. 在系统中入账退房。 Print out one bill folio with zero balance for guest review. 打印成零账单给客人复查 Confirm with guest if they need any else help, say “Mr./Ms. XX, is there anything else I can do for you.” 与客人确认是否需要其他帮助 Use gesture, eye sight or words to alert bell man to be ready to serve guest leaving. 使用手势，眼神提醒行李员服务客人 Bid farewell guest, saying “Mr./Ms., thank you for your staying . We wish you to come back again and have a pleasant trip.” 真诚的送别客人，并希望下次光临。 File bill folio(guest approval signature folio and zero balance folio) , guest registration card together well. 整理资料，客人登记单，账单。				For checking out folio in computer and immediately posting avoid guest waiting. Avoid to forget check out guest room in computer which will cause loss of hotel room revenue. Caring about hotel revenue at every time. 立即在系统中入账退房，避免客人久等和保障酒店利益。 Respect guest decision. 尊重客人 Anticipate guest request show our caring about guest at every time. 预见客人需要，关心客人 Anticipate guest request to show our carefully and genuine service. 预见客人需要，关心客人 Passed all materials to Financial department for checking. 将所有资料交财务部。
PREPARED BY:				APPROVED BY:
DESIGNATION: FOM		SIGNATURE/DATE		DESIGNATION:GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 13 ( Page 1 of 1 )			TASK: Rebate procedure 费用扣减程序
EQUIPMENT REQUIRED: Guest bucket/Fiddle work station
WHAT TO DO		HOW TO DO		WHY
1.Prepare supporting. 相关资料准备 2.Get approval from manager. 经理授权 Fill rebate form and signauture 填写扣减单据，签字 4.Rebate 进行扣减 5.Post rebate in computer. 入账 6.Print out one bill folio. 账单 7.File. 整理资料		Prepare supporting well, such as guest check, registration card, long staying guest contract. 相关资料准备：客人消费单据；登记单；常住客合同等。 Before any rebate is made, approval should be got from Service Manager (RMB 1000 or below) Front Office Manager (2500 or below)GM/RM/FC (2500 and above) F&B ,Telephone and Mini Bar rebate for dispute should get the guest ‘ s signature. 做扣减前，得到相应经理同意：服务经理（人民币1000以下），前厅经理（人民币2500以下）；总经理/财务总监（人民币2500以上） 餐饮，电话和房间酒水的扣减必须得到客人签字。 Fill concerned items and detailed reason in rebate form. 填全扣减单据，标明详细原因，并由经理签字。 According to Accounting policy to design the rebate amount. 根据财务制度进行扣减 Post rebate in computer immediately. 在系统中入账 Print out one bill folio with rebate posted show on it. And mark it. 打印账单，标明所做扣减的帐项。 Attach bill folio, rebate voucher, guest registration card and all necessary supporting together and pass to Financial department. 整理资料：账单； 扣减单据；登记单和相关资料。		As payment of rebate. 扣减依据 Any rebate should be approved and signed by manager. 任何扣减必须经理签字同意 Follow with Financial policy. 严格按照财务制度 Reference for Financial department. 财务部作为参考 For Financial department checking and filing. 所有资料交财务部。
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 14 ( Page 1 of 1 )			TASK: Correction procedure 修改帐项程序
EQUIPMENT REQUIRED: Guest bucket/Fiddle work station
WHAT TO DO		HOW TO DO		WHY
1.Check. 核查 2.Prepare supporting. 准备材料 3.Get approval. 经理同意 4.Post correction in computer. 入账		Check if there is wrong posting in the folio and is it posted on same day and posted by whom. If not on same day rebate it only. Although the telephone and mini bar charge on same day just can do the rebated for it. 检查错误输入帐项是否发生在当天，由谁输入。如不是当天发生，只能做扣减。另外，电话和房间酒水即使是发生在当天，也只能做扣减。 Prepare supporting well, such as guest check, registration card long staying contract.. 准备相关材料：客人消费单据；登记单；常住客合同等。 Inform Service Manager or Service Leader to get approval. 经经理或领班同意。 Post correction charge in computer immediately. Key in detailed reason in supplement field. Telephone Mini bar use rebate code to do it. 在系统中入账并注明原因，电话和房间酒水只能做扣减。		Correction can only be made for charge which is posted in same day except Telephone charge and Mini bar charge and posted GSA is same GSA who will made correction. 除电话费和房间酒水费，发生在当天的费用都可修改，但必须由入此帐项的员工本人作修改。 Reference for Financial department. 财务部作为参考
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 15 ( Page 1 of 2 )			TASK: Credit card acceptance procedure 信用卡收取程序
EQUIPMENT REQUIRED: Guest bucket/Fiddle work station
WHAT TO DO		HOW TO DO		WHY
1.Request guest to present credit card. 客人出示信用卡 2. Check if credit card is accepted by hotel 检查是否是酒店可接受信用卡 3.Check signature specimen on credit card. 检查签名 4.Check if credit card valid. 检查信用卡是否有效 5.Get approval amount with EDC machine as well as print out credit card voucher. 得到授权 6.Imprint credit card on relevant forms. 压印信用卡		If guest indicate to settle account by credit card upon check in. 如果客人入住时声明用信用卡付帐，请客人出示信用卡 The following credit cards are accepted by hotel: International card: American Express, Diners Club, Visa, Master Card, JCB Local cards: Great Wall Card, Peony Card 以下信用卡酒店可接受： 国际卡：美国运通卡，大莱国际卡，维萨卡，万事达卡，JCB卡 国内卡：长城卡，牡丹卡 Check if signature specimen on credit card match the signature on guest passport and registration card. If not match, credit card can not be accepted. 检查信用卡背面的签名样式与护照和登记单签名是否一致。如不一致，不可接受此卡。 Checking credit card expire date 核查信用卡有效期 Use EDC machine to get approval amount which should be 1.5 time of total room charge throughout guest staying duration. As well as print out credit card voucher with EDC machine. 使用EDC系统按酒店财务要求取得客人住店期间预计发生费用的足够授权，并打印出授权金额单据。 Imprint credit card on card holder’ s registration card and liability form if have. 将信用卡资料压印在登记单或相关授权表上。		Check credit card. 检查信用卡 Avoid receive unacceptable card to make guest and hotel in unnecessary trouble. Caring for both hotel and guest ‘ s benefit. 避免收取酒店不接受的信用卡 Verify if guest is really credit card holder. Caring for hotel benefit 确认客人是否为真正持卡者，保护酒店利益。 Expire card will not be accepted by bank. 过期卡不被接受 . Ensure enough approval amount to protect hotel benefit. 确保取得足够授权保护酒店利益。 For bank reference when collecting money from bank. 作为今后财务参考
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: CA. 15 ( Page 2 of 2 )			TASK: Credit card acceptance procedure 信用卡收取程序
EQUIPMENT REQUIRED: Guest bucket/Fiddle work station
WHAT TO DO		HOW TO DO		WHY
7.Attach voucher. 授权单 8.Pay attention to special arrangement. 特殊情况		Attach credit card voucher on the back of card holder ‘ s registration card. 将打印出的信用卡授权单附在登记单后。 When check guest credit for outlets cashier, some relevant special arrangement should be alerted, e.g. Guest is top VIP set by hotel management. Guest ‘ s consumption in hotel all are in house account. Guest is approved by hotel management or credit manager to pay upon departure. Guest consumption is paid by company who have enough deposit or sign privilege. 当为餐饮收银员查询信用卡时，以下特别情况应注意： 如：客人为酒店的高级贵宾； 客人的所有消费挂酒店帐； 客人经管理层或信贷部经理同意，所有帐项离店时结清； 客人所有费用由公司结算。		File credit card voucher well to avoid missing and easy to check. 以防丢失 In daily job, special arrangement should taken serious attention because it may affect hotel reputation or revenue seriously. Always care about hotel benefit in our daily job by providing consistent, precise service. 在日常运作中，一定注意特殊情况，因为它会影响酒店的声誉和收入。
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 16 ( Page 1 of 2 )			TASK: Cash paid-out 现金付出程序
EQUIPMENT REQUIRED: Fiddle work station
WHAT TO DO	HOW TO DO				WHY
1.Ask guest or GSA to confirm the paid-out item. . 现金付出原因 2.Inquire guest room No or name for confirm the guest is our in- house guest or registered guest. 询问房号 3.Get approval . 得到批准 3.Request the guest to present the credit card or the card number which received by GSA. 出示信用卡	Ask guest or GSA to confirm which paid-out item they need. a. Refund of deposit. b. Disbursement : Include mainly concierge related items such as postage, courier and transportation charges as well as cash advance backed up by credit cards. c. Purchases of Air-tickets for Hotel Registered Guest. 询问客人或员工现金付出的原因： a. 押金退款 b. 支付款项 包括礼宾部有关的项目，如邮寄 费，特快专递费，租车费等。 c. 住店客人购买机票 If the guest ask for cash advance from credit card or for postage and purchases air ticket. Should verify if the guest is our in-house guest or registered guest. 询问房号，确认是否为登记的住店客人 All paid-out voucher must be approved by SM, FOM and Chief Concierge(for concierge related item up to RMB 800.00) and signed by guest. Limited to RMB 2000 per individual guest. Above RMB 4000, must get approve from FC . 所有现金付出必须得到前厅经理（人民币4000内），服务经理（人民币2000内），礼宾部经理（人民币800内-有关礼宾部服务项目），人民币4000以上必须得到财务总监或总经理同意。 并且客人必须在现金付出单上签字 Compare the specimen signature on the card with the signature on the R.card. 对比信用卡背面的签名样式是否和登记卡上的签名一致				Follow the hotel ‘ s policy. 遵循酒店财务政策 Follow the hotel ‘ s policy. 遵循酒店财务政策 Follow the accounting policy 遵循酒店财务政策 Ensure the guest is the card holder. 确保客人为持卡人
PREPARED BY:				APPROVED BY:
DESIGNATION:FOM		SIGNATURE/DATE		DESIGNATION:GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 16 ( Page 2 of 2 )			TASK: Cash paid-out 现金付出程序
EQUIPMENT REQUIRED: Fiddle work station
WHAT TO DO		HOW TO DO			WHY
4.Prepare paid -out voucher and Misc. quick form.. 现金付出单和杂项单 5.Get credit card approval code from EDC machine 信用卡授权 6.Posting the charges and payment to guest folio or one permanent folio. 入账 7. Count the money to the guest and bid farewell with the guest or give the cash to GSA who handle the paid- out.. 清点现金给客人或相关员工 8.Print out bill folio. 打印帐单 9. File materials. 整理资料		Fill in the paid-out voucher and ask the guest to sign on it. Then use Misc. quick form to add 3% commission for cash advance and purchase of air-ticket. 准备现金付出单和填写杂项单以收取3%的手续费。 Use EDC machine to get the approval code. The total amount should be cash advance add 3% service charge. Excepect Golden Circle member can be waived 3% commission within Rmb2000.00 per stay. 使用EDC系统或的信用卡授权，总额为现金付出额加3%手续费。 Use Paid-Out code to posting the amount of cash advance and Misc. code for 4% commission then settle it. The balance must be zero. 在系统中入账，现金付出额账目，手续费账目和信用卡帐目，最后余额必须为零。 Carefully but efficiency count money and give it to the guest one by one for double check. Then bid farewell guest. 清点现金给客人或相关员工，与客人道别。 Print out two bill folios one attach paid-out voucher another for EDC or credit card voucher. 打印两份帐单，一份附在现金付出单后，一份附在信用卡单后。 Filing all bill folio. 整理所有相关账单资料			Follow the accounting policy 遵循酒店财务政策 Follow the accounting policy 遵循酒店财务政策 Follow the hotel ‘ s policy 遵循酒店财务政策 Follow the hotel ‘ s policy. 遵循酒店财务政策 Follow the accounting policy 遵循酒店财务政策 For accounting checking. 备财务部检查
PREPARED BY:				APPROVED BY:
DESIGNATION:FOM	SIGNATURE/DATE			DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 17 ( Page 1 of 2 )			TASK: Shift end procedure 收银员完结程序
EQUIPMENT REQUIRED: Fidelio work station
WHAT TO DO		HOW TO DO		WHY
1.Print out the shift summary report 打印报表 2.Clear and check all the bill folio 检查所有帐单		There is a function in the system which can print out the cashier ‘ s all operation in same day. It consists of every charges, payment and C/O posting, all bill folios which have been printed out during the duty shift and guest checks/supporting in different category according to the department code. 打印收银员报表，报表包含的内容为收银员当天所入的每一笔帐项，并根据入帐的部门号顺序分类打印。 Calculate the total amount of bill folios or guest checks/supporting under different department code to check If it is balanced with the amount in the computer. Separate the charges folio(Rebate, Misc room charge, etc.) and payment folio(C/O folio with credit card , deposit receipt etc).Attach the tap which is printed out from the calculator and show the total amount to the bill folios of each category. 根据不同的入账部门号核对帐单的总额和系统中是否一致。如一致，根据入账部门号分类装订并打印总额小单附在按部门号分类的帐单上。 If not balances, check if some bill folio is missing or carelessness reason, e.g. wrong department code is used when post in computer, more or less money is collected from guest, wrong change is given to guest or wrong credit card voucher is used. 如不相符，检查是否有账单丢失或计算错误。如，在系统中入账时用错部门号；错收现金；或错误的信用卡单使用。 If balanced, file all bill folios, credit card vouchers, guest checks or supporting and “Ledger by department code” report. 如果账目相符，将所用账单和信用卡单及报表按顺序整理好		For checking. 核查 For checking. 核查 . For checking 核查 For passing to Financial department. 用以交财务部
PREPARED BY:			APPROVED BY:
DESIGNATION: FOM	SIGNATURE/DATE		DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 17 ( Page 2 of 2 )			TASK: Shift end procedure 收银员完结程序
EQUIPMENT REQUIRED: Fidelio work station
WHAT TO DO		HOW TO DO			WHY
3.Count the cash ,cheque which receive on that day and check the cash float and money exchange deposit fund.. 核查现金和支票 4.Invite team leader to check. 主管检查 5.Remittance and hand in all the supporting 投币，交账 6.End of shift 结束班次		Check cash float to see if the amount of cash in the cash float can match the amount of cash show on “Ledger by department code” report. If not balanced check if wrong department code was used when post in Fidelio , lend money from SM's house bank during shift, more or less money is collected from guest or give wrong change to guest. 检查备用金金额是否和系统中相一致，如不一致，检查是否在系统中入账时错用部门号，是否问服务经理借过现金，多收或少收客人现金。 If check cashed float and confirmed cash amount is balanced with the amount show on the report. Close duty in computer and print out one “Close cashier report”. 确保现金平帐后，在系统中进行完结程序，并打印“收银员完结报表”。 GSTL will double check all the audit and also check the EDC summary if it is balanced with the total amount which has posted by every GSA. After checked by team leader and get approval , put all the supporting and “ Ledger by department code” report together in the designated place for passing to day auditor. 领班将核查所有帐项，并对EDC系统的帐目总额和所有收银员信用卡交易总额核对无误后，收银员可将所有相关资料交财务部。 Under witness drop remittance envelop into designated safe drop. Both front desk GSA and security guide are requested to sign on remittance record form. Make all the folio, supporting and vouchers neatly and clearly attach to the “Close cashier report” then drop into the auditor ‘ s box. 和证人一起将现金信封投入财务部保险箱，账目放入日审交帐箱中。 Check if any things needed be handed over to next shift, if no, finish the shift. 核查是否有需要交班事宜，如没有，结束班次。			Ensure the amount of cash in the cash float is always as same as the fixed amount set by hotel. 确保备用金总是保持酒店分发时的数额。 Follow accounting policy. 遵循酒店财务政策 For checked by auditor. 以备日审核查。 Ensure all follow up things has been handed over to keep our consistent service. 确保所有需跟进事宜进行交班，来保持我们良好的服务。
PREPARED BY:				APPROVED BY:
DESIGNATION:FOM	SIGNATURE/DATE			DESIGNATION: GM		SIGNATURE/DATE

_{STANDARD OPERATION PROCEDURE}

DEPARTMENT: Front Office			JOB TITLE: Guest Service Associate
TASK NO: FD-CA. 13 ( Page 1 of 1 )			TASK: In Room Safe (Knox Safe) Opening
EQUIPMENT REQUIRED: Fidelio work station / PC of Knox Safe / Metal key for Knox Safe
WHAT TO DO		HOW TO DO		WHY
1. When guest ask to open the In Room Safe. 2. Go to guest room. 3. Get In Room Safe open. 4. Register on GSM-Duty Manager Safe Log Book. 5. Force open the In Room Safe. 6. Keep In Room Safe Metal Key. 7. Open In Room Safe. 8. Locked up In Room Safe after guest check out. 9. Log down In Room Safe.		- When staff receive the guest’s call for open the In Room Safe, he/she should inform GSM-Duty Manager by telephone or pager immediately. - GSM-Duty Manager who receives the call or page should go to the guest’s room with Master code which given by Front Office Manager. - Call Front Office Manager from guest room, and get In Room Safe open. Please make sure when open In Room Safe, the guest who request to open it should be in the room with GSM-Duty Manager as witness. - After opening, GSM-Duty Manager should come down to register immediately on GSM-Duty Manager Safe Log Book with date, time of open, room number, action, name of GSM-Duty Manager, signature with remarks. - Force open the In Room Safe should only be done after Front Office Manager are taking normal day off or not available in the office. - In Room Safe Metal Key should keep in one of the Guest Safe Box at back of Front Desk. The key to open the Guest Safe Box should always keep by Security dept. - To open the Guest Safe for getting the Knox Safe Metal key, GSM-Duty Manager needs to call Security-GSTL personally. Then Security-GSTL he/she needs to bring the Guest Safe Key to Front Desk and open the box with GSM-Duty Manager to getting the In Room Safe Metal Key. - GSM-Duty Manager, GSTL-Security should go to guest room together to open In Room Safe in front of the guest. Come down register immediately (The procedure refers to No. 4). - After guest checked out and In Room Safe locked up by any reason, GSTL-Housekeeping needs to use the master code which given by Front Office Manager to get computer number. Log down the number display on the In Room Safe screen. Report to Housekeeping office to centralize. - GSTL-Housekeeping will log down all request with code and call Front Office Manager to get computer password to open the In Room Safe with proper record. Front Office Manager also needs to record down all the open safe detail, such as date/time, room number, request by and password.		Safety and security reason. One stop shop service. Easy process for internal customer. In order to avoid misunderstand between guest and hotel. Make a proper record for future reference. Open Safety Policy. Safety and security reason. Easy process for staff. Record for future reference.
PREPARED BY:			APPROVED BY: Mr.Charles Cable
DESIGNATION	SIGNATURE/DATE		DESIGNATION		SIGNATURE/DATE