1、國際酒店前廳部操作手冊前廳部Front Office前臺服務程序國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標準運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標準運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、標準操作程序LSOP No.:RM FO FD -050Effective Date:Division:Front Office前廳部Revised Date:Section:Reception前臺接待員Prepared by : Approved by批準人:SUBJECT:Rebates 扣減_OBJECTIVE目的：When guest disputes a charge appearing on the folio, the GSA must try to explain what the charge is for當客人對其賬目有異議時，當班接待員 應耐心同客人解釋POLICY政策：

3、Any rebate must be agreed by the Manager.扣減需經(jīng)理同意減免PROCEDURES 程序： 1. Situations where Cash Paid Out is necessary only refund of deposit balance.只有在退還客人定金的情況下允許支出現(xiàn)金。2. Print out a Cash Paid out Form from Fidelio System indicating the name of guest to whom it is to be charged, room number, date, descri

4、ption of the charge, amount to be paid out, and your initials.通過電腦系統(tǒng)打印現(xiàn)金支出單，寫清客人的姓名，房間號碼，日期，現(xiàn)金支出項目，現(xiàn)金支出金額，最后由員工簽名。3. Politely ask the guest to sign the Paid Out Form and make sure to request guest return the Deposit Voucher and double check the signature on the registration from.禮貌地請客人在現(xiàn)金支出單上簽字, 并請客

5、人歸還定金收據(jù)同時核對客人簽名是否與入住登記表一致。4. If guest lost Deposit Voucher upon check out, must copy guest ID and request to write down a acknowledge form before paid out the money.如客人退房時遺失押金單，必須復印客人的證件并讓客人填寫押金單遺失說明。5. If outside guest with the authorization form and Deposit Voucher to settle the bill, must copy th

6、e out side guests ID、telephone number and contact in house guest before paid out the money.如非住店客人持客人的授權書和押金單結(jié)賬，必須復印非住店客人的證件并記錄其聯(lián)系方式，在現(xiàn)金支出前，與住店客人聯(lián)系確認。6. Paid Outs are summarized via the shift audits of the GSA at the end of their shift. The paid out slip is to be banked with the GSA remittance envelo

7、pe to support the total amount paid out as stated through the Opera system.賓客服務員在下班時應通過當班審計匯總現(xiàn)金支出。現(xiàn)金支出單應放入賓客服務員投錢信封內(nèi)用于和 OPERA 系統(tǒng)顯示的現(xiàn)金支出數(shù)進行核對.7. All Paid Outs must be signed by the guest. A copy of the Paid Out is to be given to the guest and the second copy banked into the box of the income audit.所有

8、現(xiàn)金支出必須有客人簽名。 一份現(xiàn)金支出復印件給客人，另一份復印件和相應的賬單投到賬單箱。8. Any paid outs processed must be clearly indicated on the cashier summary. In addition, the cashier must balance all paid outs with the Opera system. The report for the day must be submitted with official receipt for Income Audit final summary.所有的現(xiàn)金付出都在系統(tǒng)里做賬，讓房間賬目Balance為O，并打印出Balance為O的賬單和有客人簽名的賬單及收回的押金收據(jù)釘在一起投給日審。9. Paid Outs must be completed fully with all details as to what the paid out is for.現(xiàn)金支出應該細節(jié)完整、原