您好,欢迎访问三七文档
当前位置:首页 > 行业资料 > 酒店餐饮 > 国际品牌酒店索菲特内控培训材料
国际品牌酒店内部控制Outline•Roomsales•Treasury•Receivables•FoodandBeverageSales•Purchasesandstocks•Personnelandpayroll•RiskpreventionROOMSALESGuaranteesofpaymentGuestinhousecontrolNoshowComplimentaryRebate/PaidoutRoomreconciliationBreakfastROOMSALES-Guaranteesofpayment•-Isacreditcardauthorisation/advancepaymentrequestedfortheindividualguests?是否对个人客户要求信用卡授权/提前付款?•-AretheguaranteesofpaymentforCorporateGuestsandvouchersforTourOperatorsrequested?是否对公司客户要求付款担保,以及对旅行社机构要求凭据?•-IsasuitablepaymentguaranteerequiredfromCorporateGuestsandTourOperatorswhoseextrasarenotcovered?对公司客人和旅行社人员的额外消费是否要求了适当的付款担保?ROOMSALES-GuestinHousecontrol•Arethedailycontrolsperformedonaspotcheckbasisformalised?•在抽查的基础上进行的每日控制是否正式化?•Whichelementsarechecked?检查了哪些要素?•-Suitableguaranteesofpayment适当的付款担保•-Ratesapplied适当的房价•-Existenceofthepointsofsalesbills销售点的账单是否正确•-Client'ssignatureonthepointsofsalesbills在销售站点的账单上客人的签名ROOMSALES-GuestinHousecontrol•-RemovalofdocumentationfromFrontOfficefilesafterclientdeparture客人离店后,将客人资料从前台文档中转出•-Guestovercreditlimit客人消费超过信用限额•-Permanentbillsaccountfollow-up永久账户(或称假房/哑房等未决事项的账户)跟进•-DebtorswaitingtobetransferredtotheBackOffice等待被转入后台的应收账款•-Localrequirementsintermsofguestregistrationatcheck-in(ex:policeformforeachforeignguest)当地有关客人入住时登记的要求(如公安部门要求的每位外国客人要填写的登记表)ROOMSALES-GuestinHousecontrol•Arethecontrolssupervisedformallybythehierarchy?以上控制是否由更高层上级督导?•Isthedepositofguestsvaluablesleftinthehotelsafeaswellastheremittanceofkeysofindividualsafelocatedatthefrontdesk(andtheirreturn)formalisedonacounterfoilbook?客人寄存在酒店保险柜的贵重物品以及保留在前台(以及其归还)的各个保险柜的钥匙是否规范地记录在登记簿中?ROOMSALES-Noshows•Aretheno-showsinvoiced?对预订未到的客人是否收取费用?•Aretheno-showsformallyandstatisticallyfollowedupandcategorisedundertheheadingsofoccurred,invoicedandpaid?对预订未到的客人是否正式统计及跟进,并按照“已发生”,“收取费用”和“已付款”来分类?•Dotheno-showshaveanimpactontheoccupancyrate?预订未到对酒店入住率是否有影响?•Doestheno-showsprocedure(invoicing,follow-up,chasing)allowtheoptimizationoftheno-showrevenue?预订未到的程序(收取费用,跟进和追踪)是否对预订未到收入有改善?ROOMSALES-Complimentaries•ArethecomplimentariesformallyauthorisedbytheGeneralmanagement?所有免费赠送房是否都由总经理批准?•DoestheFrontOfficeManagerformallycontrolthecomplimentariesonadailybasis?前台经理是否每天规范化地控制免费赠送房?•ArethedailycontrolsformallycheckedbytheGeneralManager?总经理是否每天规范化地检查免费赠送房的控制?ROOMSALES-Deductions/Refunds•Arethejustificationsforthedeductions/refundspostedsufficient(systematicandclearwording)?发生的扣减/退款是否有正当的理由(规范和清楚的文字说明)•Dothename/initialsoftheoperatorwhopostedthededuction/refundappearsystematically?是否系统地要求了需要注明执行扣减/退款的操作员的姓名/字首大写字母?•Arethedeductions/refundssubjecttoaformalisedanddailycontrolbytheFrontOfficeManager?扣减/退款是否由前台经理进行规范化、每日的控制?•DoestheGeneralManagerformallysupervisethesecontrolsonadailybasis?总经理是否每日正式地监督这些控制措施?ROOMSALES-Roomreconciliation•Arealltherooms(includingthevacant/cleanonesaccordingtotheFrontOfficePMSreport)physicallycheckeddaily?是否所有的房间(根据前台的PMS报告,包括空房/干净房)都每日进行了实际的检查?•DoestheHousekeeperdrawupaformalisedandreliablereportoftheroomsoccupied/cleaned(completenessandaccuracyofthereporteddata)?客房部人员是否编制了一份格式化的可靠的有关售出/已打扫房间的报告(报告数据完整、准确)?•DoestheFrontOfficedrawupaformalisedandreliablereportoftheroomsoccupied/sold?前台是否编制了一份格式化的和可靠的有关已入住/已售出房间的报告?ROOMSALES-Roomreconciliation•Arethosetworeportscarriedoutbytwodifferentpeopleandontwodifferentdocuments?这两份报告是否由两个不同的人员完成,并体现在两份不同的文件中?•ArebothofthesereportsformallyreconciledbyapersonindependantfromtheFrontOfficeandtheHousekeepingonadailybasis?这两份报告是否每日正式的由不属于前台和客房部的另外一位人员进行对账?•IsthecompletenessofthediscrepanciesdetectedbetweentheFrontOfficeandHousekeepingformallyhighlighted?是否将在前台和客房部之间对账中发现的所有差异明显地标注出来?ROOMSALES-Roomreconciliation•Arethedetecteddiscrepanciesformallyanalysedandexplained?对发现的差异是否正式进行了分析和解释?•DoestheGeneralManagerformallysupervisetheroomreconciliationonadailybasis?总经理是否每日正式对房态差异报告进行了监督?•Iftheroomcleaningissubcontracted,doesthereportperformedbythehousekeeper(hotelemployee),enablethecontrolandvalidationofthesubcontractorinvoicinginlinewiththecontract?如果客房清理是外包的,客房经理(酒店员工)提交的报告是否能够控制和确认承包商的计价与合同相符?ROOMSALES-Breakfast•Doesthehotelanalysetheoverallcapturerateonamonthlybasis?酒店是否每月对总体的早餐使用率进行分析?•Isastatementofthebreakfastsservedfilledin?是否填写了已提供早餐数量报表?•Arebreakfastsinvoicedaccordingtotheserved-breakfastlisting?在已提供早餐数量报表和进行的客房收入扣减之间是否有规范化的对账,以确保扣减是正当的?•Arethecontrolscarriedoutformallysupervisedbythehierarchy?各级管理层是否对规范化控制进行了监督?TREASURY1.Collectionandcontrolofpayments2.Bankdeposit3.Supplierpayments/pettycash4.Bankreconciliationsandpendingbankaccounts5.Creditcards/Othermeansofpayment(luncheonvouchers)6.ForeigncurrencyexchangeTREASURY-Collectionandcontrolofpayments•Doupdatedcashfloatallocationsexistforallthecashfloatsofthehotel?是否对酒店的所有备用金的分配记录进行更新?•Arethecashfloatssecured(limitedaccess,nopublicexposure…)?备用金的保管是否安全(规定接触的权限,不暴露于公众)?•Areunexpectedandformalisedcontrolsonallthehotelcashfloatsregularlycarriedoutbyamanagernotresponsibleforthecashfloatsconcerned?是否由经理或不对相关备用金负责的人员对酒店所有的备用金进行了不定期抽查的和规范化的控制?TREASURY-Collectionandcontrolofpayments•Inthecaseofdiscrepancies,aretheyreportedtothehierarchy?当出现差错的时候,是否将其报告管理层?•Atthechang
本文标题:国际品牌酒店索菲特内控培训材料
链接地址:https://www.777doc.com/doc-4044859 .html