无锡酒店前台员工培训文件42

前台
FRONT DESK
部门/区域：DEPARTMENT/ AREA: FD 接待处
RECEPTION
服务内容/工作职责：SERVICE/ TASK: FD-SOP-032 现金支出
PAID OUTS
标准：STANDARD: 确保支付客人的金额数目正确且附有客人签名的凭证
To make sure that we give the correct amount of money to the guest with the proper signature for hotel records
迅速而高效地得到关心To be assisted promptly and efficiently 认真核查
Check If you can
issue a paid out
•所有现金支出必须有当班主管检查，告知其金额，缘故及来宾姓名。

Check with your supervisor if you can issue the paid-out. Mention the
amount, the reason and the name of the guest.
•礼貌告知客人酒店只能提供有限金额的信用卡提现，且需收取5%手续费
Kindly inform the guest that we can only give a certain amount on his
credit card as well we will be charging him 5% commission on his
account.
•确认来宾是否有足够的信用额度（预授权或预付现金），假如没有，报告
主管由其确认是否关心客人提现
Check if the guest has enough credit facilities (enough authorization
on his credit card or enough cash advance). If not, refer to your
supervisor who will take the decision of giving out the money or
refusing.
•主管在必要时须向客人要求更多预授权，或留言通知来宾支付现金押金。

Supervisor, take action when necessary; ask for more authorization on
credit card, send a message to the guest for cash deposit.
•将信用卡背面的签名与来宾登记卡上的签名校对。

假如不一致，不得提现
并报告主管
Check the signature on the back up presented to you against the
signature of the guest on the Registration Card. If it does not tally, do
not hand out the money and advise your supervisor.
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来宾期望Customer expectation 工作职
责
What
to do?
工作标准
Standard of Performance
用你的收银员编码进入客人帐单
Go in BILLING by cashier enter the password
输入M 进入菜单选框
Enter M to get the MENU screen
输入4进入入账窗口
Enter 4 NEW POSTING.
•选择现金支出的代码“800”
Use 800 department code for posting the paid out
•输入支出金额按yes确认
Enter the amount you like to post in the amount field press yes to confirm it •输入凭证号码在参考栏按enter完成入账
Enter the voucher number in the reference field press enter to complete the posting •填写支出单并要客人签字
Write the whole explanation in full in the voucher and get guest to sign.
•依照入住程序，所有客人在登记时应在登记卡上签字，假如没有，向客人索求签字模式否则不得提现
Supervisors, as per check-in procedure, the signature of all guests staying in the
room should appear on the Registration Card. If not, please contact the guest to
give a sample of their signature and authorize paid-out accordingly.
•填写现金支出单：来宾姓名/房号/日期/提现缘故
Fill in the paid-out slip : Name of the Guest/ Room Number / Date / Reason for Paid
Out
•假如款项直接记入信用卡且已包含手续费，填写一张手续费杂项单
If the paid-out is debited directly on a credit card and a commission has been
charged, fill in a separate miscellaneous voucher for the commission only.
•签名要求：
The required signatures are:
现金支出单：
On the Paid-Out Slip:
第三方和/或来宾/自己（收银员）/前台经理或主管
THE THIRD PARTY and/or THE GUEST (if present) / YOURSELF (as cashier) / FD
MANAGER or SUPERVISOR
杂项收费单：
On the Miscellaneous Slip:
来宾/自己（收银员）
THE GUEST / YOURSELF (as the cashier)
•把对应的单据和来宾的复印件放在一起并存档
Attach the corresponding back up to the guest’s copy and file it
•假如前厅经理，副经理或接待处经理在场，请他们复签结帐单。

假如不在，把单据保存在你的收银抽屉内
If the Front Desk Manager, Assistant Manager or Reception Manager is available,
have them countersign the paid out. If not, keep it in your float.
•在当班结束时把现金支出单装入现金袋交至财务部。

杂项单按要求放于前台
Send paid out to accounts in the cash envelope at the end of your shift. Place the
miscellaneous slip in the required spot in reception.
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