前台SOP-Accepted Forms of Payment 接受不同付费方式

STANDARD OPERATING PROCEDURES

标准操作程序

ACCEPTED FORMS OF PAYMENT

接受的付帐方式

TASK

NUMBER

任务序号:

DEPARTMENT

部门:

DATE

ISSUED

发布日期

:

GUEST

EXPECTATION:

客人的期望:

FD-0013 前台-0013

Front Desk 前台

August,2009

I expect my deposit/payment to be handled quickly and accurately. It must reflect my charges so I do not have

any delay during check out.

我期望我的押金/付款能快捷，准确的办理。在退房的时候决不能因为付费问题有任何拖延。

TIME TO

TRAIN培训时间: 25 minutes 二十五分钟

Why is this task important for you and our guests?

为什么这项任务对于你和酒店客人很重要?

Answers:回答：

1. We must handle guest payment quickly and accurate.

我们必须快速而准确地处理客人的帐务。

2. We are able to show our professionalism

展示我们的专业化。

3. We are able to increase our GSTS score.

增加客人的满意度。

WHAT / STEPS

步骤

1) Credit card Check-out

信用卡退房

a) Print

打印

b) Obtain authorization if the previous

amount is not enough

如果先前获取的授权金额不足

c) Post credit code

输入授权号码

HOW/ STANDARDS

标准

If the guest is paying by credit card, the

authorization voucher would have been printed

when the guest checked in and this would be

attached to the registration card.

如果客人使用信用卡付帐，在办理入住时，已经申请了预授权凭证并附在登记卡上。

Normally, the authorization code and the amount

authorized would have already been obtained upon

check in. If the folio amount exceeds the previous

authorized amount, another authorization code has

to be obtained. The authorization code must be

noted on the voucher.

按惯例在办理入住时应获取授权号码，如果帐单金额超出先前授权金额要获取其它授权号，必须要把授权号码备注在凭证上。

The amount on the credit card should be posted as

a credit using the appropriate code.

消费金额应在先前的预授权范围内

A copy of the folio with a zero balance and a copy

of the credit card voucher are to be returned to the

guest.

一联结余为零的账单和一联信用卡签购单需要给客人。

TRAINING QUESTIONS

问题

Why do I have to get the credit card

authorization first?

为什么要先获取信用卡预授权？

Why do we have to do the second

authorization?

为什么要第二次授权？

Why do I have to post the amount on the credit

card?

为什么要在信用卡上刷取此数额？

Why do I have to return the voucher to the

d) Return copy to guest

将客户联返还给客人

2) Cash

现金

a) Use folio as receipt

账单凭据

b) Post amount

入帐

c) Print folio

打印账

3) Personal cheques

个人支票

Personal cheques are NOT accepted.

不接受个人支票。

Company cheques will be accepted with prior

arrangement with the Finance Department.

The guest folio will act as a receipt unless an

official receipt is requested by the guest.

除非客人索要正式发票，一般情况我们提供客人的账单

Post the appropriate amount as a cash transaction,

which will zero the account balance.

当现金付账时入适当的金额，在系统内平帐为零。

Print the folio with the zero balance, which can now

act as a receipt.

打印出结余为零的账单，它可以当作收据。

guest?

为什么要给客人凭证？

Why can the folio be used as receipt?

为什么账单可以当作收据？

Why can’t we accept personal cheques?

为什么我们不能接受个人支票？

Why do we only accept company cheques?

我们为什么只接受公司支票？

公司支票的接受要由财务部安排。

Post the appropriate amount as a cash

transaction, which will zero the account balance.

入适当的金额，像现金一样处理，把账结平为零。

Summary questions:问题汇总：

1. a) Why do I have to get the credit card authorization first?

为什么我们要做信用卡预授权？

b) What circumstances would make me obtain a second authorization?

什么情况要做第二次授权？

c) Why do I have to post the amount on the credit card?

为什么要在信用卡上交易金额？

d) Why do I have to return the voucher to the guest?

为什么要给客人凭证

2. a) How does the cash payment process work?

如何操作现金支付？

b) What happens to the account balance when you post the appropriate amount as a cash transaction?

现金平帐时，客人帐务会发生什么情况？

3. a) How do you handle a guest who complains that “Hotel ABC accepts my cheques but you don’t”

客人投诉Hotel ABC 可以接受我的支票，为什么你们不能，你该怎样处理？

b) Are there any specific areas on a company cheque that you should check before accepting it?

在接受支票之前要查看公司支票什么特殊的地方？

c) Do we have a preferable form of payment?

我们有更好地付帐方式吗？