苏州宝岛花园酒店front desk cashier

SuZhouBaodaoGardenHotelStandard&Procedure苏州宝岛花园酒店标准与程序Department:FinancePosition:FrontOfficeCashiering部门：财务部职位：前厅收银员Date:July6,2004Code:SP-FIN-0004日期：2004年07月06日序号：SP-Fin-0004Dept.Head:GMApproval:部门经理：总经理批准：Task:FrontOfficeCashieringBusiness任务：前厅收银事务PrintedDate:28/09/04PAGE:PAGE8/2Purpose:ThemajorfunctionofFrontOfficeOperationwillbetheresponsibilitiesofhandlingtherecordsforrevenueandsettlementarisingfromFrontOfficeandRoomsservices.Providingasystemtocontroltheresourcestobeutilizedforgeneratingrevenue.Procedures:PART(I)-CashieringRoles&AttitudeFrontOfficeCashierisaguestcontactposition,besideshavingacompetenttechnicalknowledgeontheuseofaccountingmachineandonthepoliciesandproceduresoffrontdeskaccounting,thefollowingtraitsarealsoimportantinordertobeasuccessfulCashier.AccuracyAccuracyisthemostimportantfactorinacashieringposition.TheCashierworkswithfiguresthatrepresenttheprofitsofthehotel.Ifthecashfundisshort,thecashierwillbeheldresponsibleandifthecashfundisover,theCashiermayhaveshort-chargedacustomerormayhavemadeamistakeinmakingpayment,whichwilldefinitelyspoiltheimageoftheHotel.PublicRelationEveryemployeeistakinganactiveroleinpublicrelations.ACashieristhelastemployeetoserveortalktotheguest.His/hercontactwitheachguestcreatesalastingimpression.ItistheCashier’sresponsibilitytominimizeanyconsciousorsubconsciousirritationthatguestsmayfeel.Buildgoodwillwitheachcustomer.Restoreconfidenceintheguest’sgoodjudgementincomingtothehotel.ACashier’spersonalitymustbestrongandflexible;he/shewillbearthebrunt,inmostinstances,ofcustomercomplaints.His/hertactful&sympathetichandlingofsituations,speed&accuracyalongwithagenuinesmilehelptosettlemisunderstandings&assurefuturepatronage.标准：前厅收银操作部门的主要功能是记录负责处理从前厅或客房服务中所获得的收入及结算。提供一个体系，来控制可利用的资源以产生收入。程序：第一部分-收银员备用金收银员备用金是一笔小额现金，分发给被酒店雇用担任餐厅收银员的员工。收银员备用金将被用于餐饮服务中现金结算的找零所用。每个收银员在被酒店雇佣期间将全权负责处理其备用金。下列条款将是餐厅收银员都必须履行的责任。AccuracyAccuracyisthemostimportantfactorinacashieringposition.TheCashierworkswithfiguresthatrepresenttheprofitsofthehotel.Ifthecashfundisshort,thecashierwillbeheldresponsibleandifthecashfundisover,theCashiermayhaveshort-chargedacustomerormayhavemadeamistakeinmakingpayment,whichwilldefinitelyspoiltheimageoftheHotel.PublicRelationEveryemployeeistakinganactiveroleinpublicrelations.ACashieristhelastemployeetoserveortalktotheguest.His/hercontactwitheachguestcreatesalastingimpression.ItistheCashier’sresponsibilitytominimizeanyconsciousorsubconsciousirritationthatguestsmayfeel.Buildgoodwillwitheachcustomer.Restoreconfidenceintheguest’sgoodjudgementincomingtothehotel.ACashier’spersonalitymustbestrongandflexible;he/shewillbearthebrunt,inmostinstances,ofcustomercomplaints.His/hertactful&sympathetichandlingofsituations,speed&accuracyalongwithagenuinesmilehelptosettlemisunderstandings&assurefuturepatronage.PersonalAppearancePersonalappearanceisimportantbecausethecashiergiveseachpatronafirstimpressionthroughhis/herappearance.Wearclean,wrinkle-freeclothesandchoosetheirshoeswisely.TheCashierswillbestandingalwaysbecleanandstyledneatly.SincetheworkofaCashiercallsattentiontohis/herhands,itisimportanttohavecleanhands&attractivemanicure.Ifshewearsmake-up,keepitsimple.FriendlinessAfriendlysmilewillshowthecustomerthathispatronagesisappreciated.Learntoaddressregularcustomersbyname.Besuretonotetheirreturnafteralongabsencewithafriendly“WelcomeBack”.Rememberitdoesnottakemorethanamoment&justalittleeffort,tosayplease&thankyou,butthesewordsmeansomuch.AnticipateCustomerNeedsHaveageneralknowledgeofmajortrafficroutes,municipalbuildings,goodentertainmentspotstohelpdirecttravelers.Takeamomenttotalkwitheachofthemanyguestshe/shemeet.Lookdirectlyateachguest.Acashiermustenjoymeetingavarietyofpeople,andbeflexibletocopewithnewsituations,faces,voices&conversations.Talking&ListeningEverybodyhashisownaccentthatisdifficulttochange,butitisimportantthattheCashiershouldspeakclearlyandslowly.Trytogiveclear,concisesentences.Listentowhatthecallersays.Donotinterrupt.Repeatmessages&ifyouarenotsurewhatthecallerhassaid,askhimtorepeatthesentence.Trynottosoundgrumpy,everyifyoudofeelverylow.CommunicationNeedlesstosaythattheFrontOfficeCashierhastocommunicateskillfully&co-operatewithotherdepartmentsforinformationregardingguestaccounts.ItisofequalimportancetomaintaingoodinternalcommunicationamongCashiersinthemorningandafternoonshiftsandtheovernightauditors.Inthisrespect,alogbookisusedtodropdownmessagesregardingdailyevents&thingsneedtobefollowedup.TheCashiersarerequestedtoreaditdailywhencomingbackonduty.Anoticeboardisalsousedfordisplayingmemorandumconcerningrecentevents&Hotelpolices.AllFrontOfficeandRestaurantCashiersshouldreadthenoticeboardeveryitemwhencomingbackondutysothattheycouldbeawareofthehappeningsintheHotel.Ifnecessary,theCashierSupervisorsshouldbriefallsub-ordinatesduringthemeetingtostrengthentheiralertness.PromptAttentionWheneveraguestcomestothedesk,theCashiershouldstopwhateverhe/sheisdongandgreettheguest.Alwaysstandupwhenservingaguest.IftheCashierisoccupiedandunabletoattendtotheguestwhoiswaiting,he/sheshouldsay“Iwillbewithyouinaminute”aftergreetingtheguest.TheCashiershouldremember.CompetenceThefirstguidelinetosuccessasaCashieristolearnthecorrectwaytoperformjobresponsibilities.Accuracy,patienceandswiftnessaretheprimerequisites.Constantpracticeofcashieringdutieswillformgoodworkinghabits.DevelopingcorrectandefficientworkingtechniqueswillallowtheCashiertogainpoiseandconfidence,eliminatecarelessnessandmistakes.Park(II)--CashFloat&CashControlCashFloatTheCashiersaresuppliedwithafixedsumofmoneycalledcashfloat,thefloatiskeptsuppliedwithcurrencyandcoinscoinsformakingchanges,cashing‘travelers’chequesandforeigncurrencyandmakingminordisbursements.ThefloatforaFrontOfficeCashiercounteris________andforaMoneyExchangecounteris___________.ThesecashfloatsaregivenoutoftheGeneralCashier’sbankandacknowledgedreceiptbytheChiefCashier.ThecashfloatshouldatalltimescontaintheexactamountforwhichtheCashierisresponsibleanditwillbespotcheckedbytheincomeAuditorwithwitness.TheflowofthecashfloatisinacycleamongthedayCashier,eveningCashierandNightAuditor.CashControlThefollowingproceduresprovidemeansofprecautiontopreventlossesofmoneyduetocarelessnessofthepersonhandlingcashandinadequacyofprotectivemeasurestakenbytheHotel.Allemployeesassignedtocashhandlingmustbeinstructedofthefollowinginthedischargeoftheirdutiesandresponsibilities.Thecashdrawershouldneverbeleftunattended,evenforfewfeelaway,unlessitislockedfirst.Cashshouldneverbeleftlyingoutsideofthecashdrawerunlessitisunavoidablyforaveryshortperiodoftime.Loosecashisalwaysagreattemptationtopassers-by:Whencashisonthecounterforanyreason,theCashiershouldletnothingdistractherattention.Theamountofcashkeptinthedrawershouldbemaintainedatthecashfloatlevel.Excesscashrequiredshouldbekeptinsagedepositbox.Onlyonepersonshouldhaveaccesstoanycashfund.Cashgivenbyguestshouldbeplacedwithinsightoftheguestandshouldneverbeplacedinthedraweruntilthetransactionifcompletedtopreventanymisunderstandingorargument.Whenaguestmakesnumerouschangesaboutdenominations,currenciesetc.,theCashiershouldstop&takebackallofhisfund&startoveragainslowlyeachtimetheguestrequestsachange.TheCashiershouldcounthiscashonlyinalocked&protectedarea&neverwhereorwhenstrangersarepassingby.Whencarryingenvelopeoftakingtothedropsafe,theCashiershouldproceeddirectlytothedropsafemakingnodetoursontheway.UnauthorizedpersonsshouldnotbeallowedintheCashier’sareawhichshouldbeprotectedbyalockeddoor.TheGeneralCashier’sRoommustbeproperlyenclosed,protected&accessprohibitedwhenfundsarebeingcounted.Whentransportingfundsin&outoftheHotel,adequatesecurityprecautions&securityguardsareneeded.Thedepository(dropsafe)forCashiers’envelopescontainingtakingshouldbelargeenoughtoaccommodateallenvelopes&theslotofwhichshouldbeinstalledwithanti-fishdeviceandwithinsightofotheremployeestoavoidtampering.Park(III)–CashieringProceduresuponRegistration1.FreeIndependentTravelers(F.I.T)F.I.Tguestcheck-inisdoneattheReceptioncounter.AguestRegistrationCardF.I.Tguestcheck-inisdoneattheReceptioncounter.AguestRegistrationCardhastobecompletedbytheguest&whichshouldcontainguestname,address,methodsofpayment&otherrelevantinformationtogetherwithaspecimenoftheguest’ssignature.Checkwhether‘inc’d’foliohasbeenwalkedinforguestwithbillingarrangements.Setagent/companyaccountfoliotoNoPostingifonlyroomchargesisposted.2.GroupThereare‘A’&‘B’folioforallgroupmembers.(i)‘A’foliosareforgroupmembersguestownaccount.(ii)‘B’foliosareforchargestobepickedupbymasterbillforagent’sPark(IV)–PostingOfChargesInorderthatmoretimecanbesavedfortheCashiertoattendtoguests’needs&providebetterservice,postingdonebymorningshiftCashierislimitedonlytoguestledgersthatarecheckingout.Thisispossiblebecausepostingonacomputerizedsystemworksmuchmorequicklythanmechanicalpostingmachines&secondly,thefrontofficecomputerisinterfacedwithpointsofsalesterminalsinallrestaurantoutletswhichenablesrestaurantchargestobepostedimmediatelytoguestaccounts.Inthemorningshift,theCashiersareresponsibletofileonlyallsalesvouchers(bothcopies)receivedinthecorrespondingguestledgerenvelope.Beforefilling,theCashiershouldensurethatthename&thesignatureagreeswiththespecimenontheRegistrationCard.Intheafternoonshift,theCashierisresponsibletogothroughallguestledgerenvelopes&postallchargeswhicharefiledbythemorningshiftCashiertotheappropriateaccount.AllfurthersalesvoucherscominginwillbepostedimmediatelyintheafternoonshiftbytheCashiers.1.RequirementofCashinAdvanceOnenight’sdepositinadvanceshouldbeobtainedfromthoseguestswhocheckedinwithoutpriorreservation,withnobaggageorlightbaggage&bookingsthatdonothaveproperreferences.TheguestisrequestedtopayattheCashiercounteranadditionaldepositof____willbepresentedtotheguestuponregistration.MethodofpaymentbycashAletteradvisingtheguestoftheHotel’scollectionpolicyandcreditlimitof____willbepresentedtotheguestuponregistration.MethodofPaymentbyInternationalCreditCardIftheguestindicatesontheRegistrationCardthathisbillwillbesettledbycreditcard,imprintofguestcreditcardonchargevoucherisdoneuponchecking-in.TheCashiershouldfollowthroughwiththecreditcardlimit&itsvalidity.Allimprintedcreditcardchargevoucherswithregardtoadvancedpaymentforwalk-inguestsshouldbesignedwiththeamountcolumncompleted.Thetotalamountofroomchargeswhichwillbeincurredbytheguestshouldbefilledin.InnocircumstancesshouldaChargeVoucherbesignedwiththeamountcolumnleftblank.TheFrontOfficecashiershavetoremindtheguesttopasstothecounterforreceiptanditemizedbillupondeparture.Thusadjustmentforactualamountincurredcanbemadeatthattime.CityLedgerIfaguestindicatesthathisbillistobepaidbyacompany,aletterofguaranteefromthecompanydulyapprovedbytheCreditManagershouldbeattachedtotheRegistrationCard.Checking-inregistrationcardfromReceptionCheckthattheroomrateontheRegistrationCardagreeswiththefolio.1.AccuracyWheneverpostingismade,theCashiershouldensurethatpostingmediabearsname,roomnumberandsignatureoftheguestandthatallpostingsarepostedtotherightaccount.Speedisimportant,butdonotsacrificeaccuracyforspeed.2.ValidationAllpostedsalesvouchersmustbemarked‘posted’sincethereisnomachineinthecomputerizedsystem.Manualvalidationisnecessaryinordertoavoidduplicateposting.GuestBalancetransferredtoAnotherGuest’sAccounta.Alltransactionsofthisnaturemustbeapprovedbythepayingguestattheoutstandingbill.ApprovalfromtheCreditManagershouldalsobeobtainedunlesspreviouscreditarrangementhasbeenmade.Check-outtheleavingguestandprintafoliooftheleavingguestassupportingtothetransferandfilledwiththepayingguest.PostingtoandfromHOLDAccounta.Walk-inasanon-guestaccountunder(HOLD)sonon-guestaccountswillnotbeautomaticallyzeroedduringnightauditupdating.Accounttobedebitedshouldbeenteredintothesystemfirst.Printdetailfoliooftheaccounttransferredassupportingtotheholdaccountandcheck-outthetransferredaccount.ModificationModificationcandofourfunctionsprovidedthatthepostingvoucherispostedonsamedayandmodifiedbythesameCashier.ManualGroupMasterBilla.PrintRoomRevenueReporteverydayandcheckagainstallmovementofgroupmembersforthatdaywithRoomChangeReportandup-datetheManualMasterFolio.StandingChargesPostingofstandingchargeswhichincludesroom,servicechargeandgovernmenttaxisdonebyNightAuditors.FilingsAlloriginalchargeVouchersaretobefiledwiththecorrespondingguestledgerenvelopeswhereascopiesshouldbefiledbysaleslocationsforauditingbytheNightAuditors.Park(V)–RebateandDiscountAlladjustmentsintheamountschargedtoguestaccountsaretobemadebymeansofRebateVoucher,Thesevouchersmustbefullycompletedincludingexplanationofrebate,signatureoftheCashierpostingthechangeandproperapproval.FrontOfficestaffauthorizedtoapproverebatesareFrontOfficemanager,AssistantFrontmanagerandAssistantManager.RebateVoucherswillbesenttotheRoomsDivisionmanager,theControllerandGeneralManagerforfurtherapproval.Park(VI)—ChangeofRoomsandRatesInformationisreceivedfromReceptionbymeansof“Rate/RoomChangeSlip”.TheCashiershouldcheckwillthesystemtoseewhethergueststatusisupdated.Necessaryrebatewillhavetobemadeforadjustmentrelatedtopreviousdays.TheCashiershouldalsoamendthemanualgroupmasterbillifnecessary.Park(VII)—PaidOutandAdvancetoGuestPaidoutsarecashpaidoutbytheFrontOfficeCashierforaguest’saccount.Cashadvanceinrespectofservices,e.g.transportation,postage,willberecoveredfromtheguestatcheck-outwhenthebillissettled.Incaseguestsettlesbycreditcard,5%commissiontocreditcardcompanywillbechargedtoguest.Cashadvancetoguestshouldnotexceed______unlessapprovedbytheControllerorGeneralManager.AllpaidoutsandcashadvanceshouldbesupportedbyapaidOutVoucher.AllPaidOutVouchershouldbeapprovedbytheCreditManagerorAssistantManager.Guestmustberequestedtosigninordertoacknowledgereceipt.Park(VIII)—RoomReservationDepositProcedures1.DepositReceivedRecordForpreparationanddistributionofDepositReceivedRecordbyAccountsReceivable.PleasereferguidanceofdepositforRoomReservation.2.HandingatReservationReceiptDepositReceivedRecordwillbesenttoReservationDept.daybydaywillcontroltotal.InputInputthedeposittothecorrespondingreservation.ValidationStamp“POSTED”onthedepositrecord.FilingDepositReceivedRecordistobefiledtogetherwithconcernedguestcorrespondence.PrintOutAhardcopyofdailydepositinputtransactionlistingshouldbesentdowntoAccountsReceivableforchecking.3.HandingatReceptionGuestCheck-inDepositwillautomaticallybeappliedtoguest’sfoliouponcheckingin.DepositappliedlistingissuedattheendofeachdaywillbeusedforupdatingthemanualDepositControlRecordbyAccountsReceivable.DepositforthedaynotappliedItisprintedoutattheendofeachdayandtherecordisautomaticallydeletedforno-shows.4.HandlingatCashierFillingDepositRecordSheetisfiledaccordingtoexpectedarrivaldate.CheckingPulloutthedepositrecordforthedayandcheckagainstin-houseguestlisttomakesuretheyareproperlyentered.Depositnotappliedforno-showsshouldbekeptinseparatefileinalphabeticalorder.AlldepositappliedshouldbekeptforNightAuditortomatchwiththedepositappliedlistingreleasedafterupdateandthelistshouldbesenttoAccountsOfficeforupdatingtheManualControlSystem.SpecialdepositapplyThedepositforguestwhocheck-inaftertheexpectedarrivaldatehastobeappliedbyCashierbyusingtransferandreleasethedebitbalancetoAccountsReceivable.DepositreceivedatFrontOfficeSometimes,cashdepositwillbepaidtoFrontOfficeCashierafterofficehours.TheCashierwillpostthepaymentintoaholdaccount,theF.O.DepositReceivedMaster.Depositwillbecreditedtoguestaccountuponcheckingin.Iftheexpectedarrivaldateisnotwithinaweek’stime,thedepositwillbereleasedtoA/CReceivableforpreparationofDeposit.DepositrefundDepositrefundonaccountofnoshoworearlydepartureshouldbearrangedbetweentheguestandtravelagent.RefundondepositshouldonlybemadetothepartywhohassentthedeposittotheHotel.5.HandlingatAccountsReceivableAllexistingmanualcontrolsystemwillremainunchargedbecausethesystemdoesnotkeeprecordsforno-showdeposit.Park(IX)–GuestCheckOutCheck-outconcludestheguest’sstayattheHotel.Manyoftheactivitiesperformedatcheck-outappeartoberoutine.HowevertheamountoffriendlyservicegiventotheguestalwaysdeterminewhethertheguestwillreturninthefutureofrecommendtheHoteltootherpeople.SometimestheFrontDeskCashiergivegueststheimpressionthattheyarebusyinpostingdutiesorotherimportantfunctions.Althoughtheseactivitiesarenecessary,he/sheshouldnevertakeprecedenceovercourteousservice.Check-outisthelastopportunitytheHotelstaffhastopersonallyinteractwithguests.ItmustbeemphasizedthattheCashiersshouldmakethecheck-outprocessasmooth,efficient,andpleasantexperienceforguest.1.F.I.T.Greetguestswithapleasantsmile.Askhowyoumayhelpthem.Iftheyarecheckingout,askfortheirroomnumber,displayfolioonthescreenandrepeattheirname.Makesurethattheguestreallywantstocheck-out,notthatheonlywantstopaypartofhisbill.GettheregistrationCardandallsupportingSalesVouchers(Postedandnotyetposted)knowtheguestledgerenvelope.TimestamptheRegistrationCard.Postallchargesthatarenotyetpostedandaskiftheguesthasmadeanyrecentchargestohisroomsuchasminibar.FollowuponthecheckingofminibarandlongdistancecallreminderwithHousekeepingandTelephoneDepartmentifnecessary.ToSpeedupcheckingout,crosscheckforminibarchargeswithHousekeepingcouldbeskippediftheguestsaidhehasnotconsumedanychargefortheday.AdailyGuestDeparturelistissuedbyFrontOfficeissenttoHousekeepingthenightbeforetofacilitatetheHousekeepingstaffincheckingbarsandallminibaringrouproomswillbelockedthenightbeforetheirdeparturethuslatechargeisminimized.Telltheguesttheamountowedandverifyexactlyhowtheguestwishestosettletheaccount.TheAssistantManagerwillbeinformedofanydisputeonchargesandwillthencontactthedepartmentconcernedforrectification.Collectpaymentfromtheguest.Markpaymentandenter‘Y’tocheckouttheroomfromthesystem.GiveReceipttotheguest,RegistrationCard,copyoftheFolioandsupportingVouchersshouldbestapledtogetherandwhichwillbecheckedbytheNightAuditors.Forcourtesyandinordertoimpresstheguest,theCashiershouldnotalwaysreferinquiresthatarenotrelatedtocashieringtotheAssistantManager.However,theyareencouragedtoreduceunnecessaryconversations.MarktheroomnumberontheCheck-outControlSheetwhichisarecordforallcheck-outroomsforusebytheCashiertoconfirmwithBellDepartmentthattheguestisfreetoleavetheHotel.2.GroupPrepareGroupCheck-out(i).PrepareManualMasterBillStatementandmatchwithbalanceplusgroupbreakfast,ifany.(ii).Makesuretheno.ofcomplimentaryroomiscorrect.\GroupMemberscheck-outTosubmitoutstandingbalanceforGroupMasterthatarecheckingoutthenextmorning.(i).Addservicechargetaxtogetherwiththebalanceonmasterbill.Thiswillbethenight’sroomchargeforthatspecifiedgroup.(ii).Submitthemasterbillfoliototheagentaspro-formainvoiceforsettlement.GroupmemberwhoextendshisstayWillthencontactthedepartmentconcernedforrectification.(i).Checkoutthemasterfolio.(ii).Ownaccountshouldbetransferredtonewre-check-infoliobutbesuretoprintanitemizedbillfirstbeforetransfer.ConfirmingCheck-OutGrouptoBellDepartmentCashierhastoensurethatallindividualbillsaresettledandthatthemasterbillissigned/paidpriortogivingOKtoBellDepartmenttoreleasethegroup.3.SettlementofGuestAccountsAccountpaidbycash(i)Amountofcashcollectedshouldbecarefullycounted.(ii).Foliomustbemarkedpaid,originalcopyofthefolioisgiventotheguestasreceipt.(iii).Anycreditcardvoucherimprintedatcheck-inforcreditpurposesmustbedestroyedintheguest’spresence.Accountpaidbyinternationalcreditcard(i).Cardsacceptedgenerally:Name,Visa,AmericaExpress,Dinerslub,FederalCard,MasterCard(ii).ObtaincreditcardfromtheguestandimprintaChargeVoucher.(iii).UsetheauthorizationmachinecheckblacklistedcardsandobtainapprovalontheamountchargedincaseofVisaandAmericanExpresscards.Markdownapprovalcode.(iv).Forothercards,checkcancellationbulletinandphonecreditagenttoobtainapprovalforamountsexceedingfloorlimit.Checkingofthesecardsarenotrecommendedtobeincorporatedintheauthorizationsystemassuchwillprobablylowertherespondingtimeofthemachine.Besides,theusingofthesecardsbytheguestiscomparativelylessthanAmericanexpressandDiners.(v).Ifthecreditcardisfoundblacklisted.TheCashiershouldretainthecardandreturnittothecreditcardagent.ARewardwillbegiventotheCashierbythecreditcardcompany.(vi).Fillinthevouchercompletelybeforepresentingittotheguestforsignature.(vii).Verifythesignatureindenturethatthecardisnotexpired.(viii)Giveallsalesvouchers,creditcardchargevouchercustomer’scopyandlstcopyofguestfoliototheguest.(ix).Stap