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1、收银工作职责 工作标准 a)e.经常检查小我卫生, 保持优胜的仪容外表。b)工作服要保持洁净,整洁。c)友爱的，并面带微笑的面对客人。DUTY 2 工作职责2Provide courteous service to guests and respond promptly and carefully to guests complaints, requests and esquires.为客人供给彬彬有礼的办事，对客人的投诉及要求等要灵敏作出反响并适本地赐与答复。 Performance Standards 工作标准 a)对客人提出的要求或投诉要灵敏的做出反响。b)要及时地对客人的投诉采取挽救方
2、法。c)确保客人离店前对我们供给的办事知足。d)Request assistance from supervisor if complaints and requests cannot be handled.假如客人的要求或投诉不克不及自行处理, 要灵敏请主管供给赞助。DUTY 3 工作职责3Maintain an up-to-date record for all the room accounts.包管所有客人的帐目精确。Performance Standards 工作标准 a)Beginning of shift, prepare a list of groups going to ch
3、eck-outs, parties and meal allowance as of the day.每日交班后,应预备出预离的团队材料, 核查杂费及餐费的花费情形。b)Post all charges (Mini bar etc.) to the appropriate room bills accurately as soon as they are received.在收到其他部分送来的小单后,应急速入到响应的客人房间,例如房间酒水等。c)At the conclusion of the shift clear u outstanding work for the day.确保无缺的完成
4、每日的工作。d)Place the balance of cash received (representing the computer print-outs cash total) in the remittance envelope.结清每日的现金数量,依照体系中打印出的报表情形,将应收现金封存在封荷包里。e)Drop envelope in the Cash Depository.将封好的封荷包投进现金保险柜中。f)Balance cashiers and closes it. Double check if all postings are corrects with cashier
5、 report and bill or not.平帐，并于下班前将体系中本身的账号关掉落，并再次检查所入的所有帐是否与报表及账单相对应。 g)Pass on daily follow-up jobs to the next Shift staff and note down on Front Desk Logbook of any departmental information or leave the Trace in the system.将须要下个班次跟进的工作写在交代班本中,或在体系中留Trace, 以提示相干人员留意跟进。DUTY 4 工作职责4Checkout of hotel
6、guests.为酒店客人结账Performance Standards 工作标准 a)FIT 散客 be helpful and courteous and give immediate attention to guests. 热忱, 有礼貌地对客人的要求灵敏做出反响。 Collect room key from guest and reconfirm the room number with guest.收回客人房卡及钥匙, 并再次确认客人房号。 Greet and address guest by name with your smile.称呼客人的名字, 微笑的向客人打呼吁。 Info
7、rm Housekeeping to check the Mini bar in the room. 通知客房部检查房间及酒水。 Print out the folio for guest.为客人打印出账单。 Confirm the payment with guest and check out for guest.与客人确认付账方法,并为客人结账。 Check with guest how about staying here, and forward all suggestions to Duty Manager.询问客人住在酒店的情形,并将反馈信息及客人建议及时转交给值班经理。 Che
8、ck out guest in system with “0” balance after they settled the bill and hope guest have a nice trip.客人付清所有的费用后,应及时在体系中做结账,账单应为零,并祝客人旅途快乐。 Attached the folio, reservation form and all relevant documents together for Accounting.将账单,预定单及所有相干的具体材料订在一路,下班后转交给财务部。确保客人离店前将所有敷衍费用付清.Performance Standards 工作标
9、准 1)ON GUESTS OWN ACCOUNT客人自付费用 Greeting guest with your smile.面带微笑向客人问好。 Reconfirm guests room number and address guest by name.称呼客人名字, 再次确认客人房号。 Double check with guest that if he/she used the mini bar last night and informed housekeeping to check the room and mini bar, if used, post the mini bar
10、charges into guests bill and find out the registration card. 与客人确认前一晚是否用过酒水, 并通知客房部检查房间和酒水, 如用过酒水,将酒水费用入进客人房帐, 并找出挂号卡。 Print out the folio for guest. 为客人打印账单。 Confirm the payment with guest and check out for guest.与客人确认付账方法。a) By cash upon settle the bill 用现金付账。 Check deposit is cash or credit card.
11、确认押金是现金照样信用卡。 If deposit is cash, collect back the deposit receipt from guest and settle the bill.假如是现金, 将客人手中的押金收据收回, 并按照实际数额结账。 If deposit is credit card, please collect cash from guest and authorization code should be canceled after guest left hotel.假如客人是用信用卡付的押金,请按照实际数额收取现金,并在客人离店后将信用卡授权撤消。 Stam
12、p on the “Cancel authorization code letter” by FOM, and fax this letter to the bank. 请前厅经理在撤消授权信上盖印, 并发 至银行。b) By Credit Card upon settle the bill 用信用卡付账 Use off line of EDC to settle the bill by authorization code.按照客人账单, 用授权号码在EDC上做离线交易。 Just slip the credit card on EDC to settle the bill if no au
13、thorization code.假如没有授权号码, 在EDC上按照客人账单直截了当做一样交易。 Remember ask guest to sign the credit card voucher and bill, and double check the signature.让客人在账单和信用卡单上签字,并查对信用卡后头的签字。 Check out system with zero balance, and hope guest have a nice trip.将客人房间在体系中做结帐, 并祝客人旅途快乐。 After guest left, attach registration c
14、ard, folio, reservation list and relevant document together.客人走后, 将挂号卡, 预订单, 客人账单和相干材料订在一路, 下班 交给财务部。 2)Room charge to company 房费由公司付 Following the above procedure to settle guests incidental bill.用以上法度榜样将客人杂费结清。 Remarks 备注:Double check if all details are same with back up or not.确认所有细节是否与公司付账传本相一致。
15、 * Guest name 客人姓名 * Company name 公司名字 * Guests duration 客人入住日期及天数 * The items which be paid by company 公司所付款项名称 If yes, must let guest sign the bill of the room charge and check out In system by City Ledger.假如所用细节雷同, 让客人在账单上签字, 并将体系做结账。If its difference, try to contact with company to reconfirm or In
