收银工作职责

保持友好,整洁,专业的印象给客人。工作标准a)e.经常检查个人卫生,保持良好的仪容仪表。b)工作服要保持干净,整洁。c)友好的，并面带微笑的面对客人。DUTY2工作职责2Providecourteousservicetoguestsandrespondpromptlyandcarefullytoguests’complaints,requestsandesquires.为客人提供彬彬有礼的服务，对客人的投诉及要求等要迅速作出反应并适当地给予答复。PerformanceStandards工作标准a)对客人提出的要求或投诉要迅速的做出反应。b)要及时地对客人的投诉采取补救措施。c)确保客人离店前对我们提供的服务满意。d)Requestassistancefromsupervisorifcomplaintsandrequestscannotbehandled.如果客人的要求或投诉不能自行处理,要迅速请主管提供帮助。DUTY3工作职责3Maintainanup-to-daterecordforalltheroomaccounts.保证所有客人的帐目准确。PerformanceStandards工作标准a)Beginningofshift,preparealistofgroupsgoingtocheck-outs,partiesandmealallowanceasoftheday.每日接班后,应准备出预离的团队资料,核查杂费及餐费的消费情况。b)Postallcharges(Minibaretc.)totheappropriateroombillsaccuratelyassoonastheyarereceived.在收到其他部门送来的小单后,应立即入到相应的客人房间,例如房间酒水等。c)Attheconclusionoftheshiftclearuoutstandingworkfortheday.确保完好的完成每日的工作。d)Placethebalanceofcashreceived(representingthecomputerprint-outscashtotal)intheremittanceenvelope.结清每日的现金数量,根据系统中打印出的报表情况,将应收现金封存在封钱袋里。e)DropenvelopeintheCashDepository.将封好的封钱袋投进现金保险柜中。f)Balancecashiersandclosesit.Doublecheckifallpostingsarecorrectswithcashierreportandbillornot.平帐，并于下班前将系统中自己的账号关掉，并再次检查所入的所有帐是否与报表及账单相对应。g)Passondailyfollow-upjobstothenextShiftstaffandnotedownonFrontDeskLogbookofanydepartmentalinformationorleavetheTraceinthesystem.将需要下个班次跟进的事情写在交接班本中,或在系统中留Trace,以提醒相关人员注意跟进。DUTY4工作职责4Checkoutofhotelguests.为酒店客人结账PerformanceStandards工作标准a)FIT散客behelpfulandcourteousandgiveimmediateattentiontoguests.热情,有礼貌地对客人的要求迅速做出反应。Collectroomkeyfromguestandreconfirmtheroomnumberwithguest.收回客人房卡及钥匙,并再次确认客人房号。Greetandaddressguestbynamewithyoursmile.称呼客人的名字,微笑的向客人打招呼。InformHousekeepingtochecktheMinibarintheroom.通知客房部检查房间及酒水。Printoutthefolioforguest.为客人打印出账单。Confirmthepaymentwithguestandcheckoutforguest.与客人确认付账方式,并为客人结账。Checkwithguesthowaboutstayinghere,andforwardallsuggestionstoDutyManager.询问客人住在酒店的情况,并将反馈信息及客人建议及时转交给值班经理。Checkoutguestinsystemwith“0”balanceaftertheysettledthebillandhopeguesthaveanicetrip.客人付清所有的费用后,应及时在系统中做结账,账单应为零,并祝客人旅途愉快。Attachedthefolio,reservationformandallrelevantdocumentstogetherforAccounting.将账单,预定单及所有相关的详细资料订在一起,下班后转交给财务部。确保客人离店前将所有应付费用付清.PerformanceStandards工作标准1)ONGUEST’SOWNACCOUNT客人自付费用Greetingguestwithyoursmile.面带微笑向客人问好。Reconfirmguest'sroomnumberandaddressguestbyname.称呼客人名字,再次确认客人房号。Doublecheckwithguestthatifhe/sheusedtheminibarlastnightandinformedhousekeepingtochecktheroomandminibar,ifused,posttheminibarchargesintoguest’sbillandfindouttheregistrationcard.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,并找出登记卡。Printoutthefolioforguest.为客人打印账单。Confirmthepaymentwithguestandcheckoutforguest.与客人确认付账方式。a)Bycashuponsettlethebill用现金付账。Checkdepositiscashorcreditcard.确认押金是现金还是信用卡。Ifdepositiscash,collectbackthedepositreceiptfromguestandsettlethebill.如果是现金,将客人手中的押金收据收回,并按照实际数额结账。Ifdepositiscreditcard,pleasecollectcashfromguestandauthorizationcodeshouldbecanceledafterguestlefthotel.如果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取消。Stamponthe“Cancelauthorizationcodeletter”byFOM,andfaxthislettertothebank.请前厅经理在取消授权信上盖章,并发传真至银行。b)ByCreditCarduponsettlethebill用信用卡付账UseofflineofEDCtosettlethebillbyauthorizationcode.按照客人账单,用授权号码在EDC上做离线交易。JustslipthecreditcardonEDCtosettlethebillifnoauthorizationcode.如果没有授权号码,在EDC上按照客人账单直接做一般交易。Rememberaskguesttosignthecreditcardvoucherandbill,anddoublecheckthesignature.让客人在账单和信用卡单上签字,并核对信用卡背面的签字。Checkoutsystemwithzerobalance,andhopeguesthaveanicetrip.将客人房间在系统中做结帐,并祝客人旅途愉快。Afterguestleft,attachregistrationcard,folio,reservationlistandrelevantdocumenttogether.客人走后,将登记卡,预订单,客人账单和相关资料订在一起,下班交给财务部。2)Roomchargetocompany房费由公司付Followingtheaboveproceduretosettleguest'sincidentalbill.用以上程序将客人杂费结清。Remarks备注:Doublecheckifalldetailsaresamewithbackupornot.确认所有细节是否与公司付账传真相一致。*Guestname客人姓名*Companyname公司名字*Guest'sduration客人入住日期及天数*Theitemswhichbepaidbycompany公司所付款项名称Ifyes,mustletguestsignthebilloftheroomchargeandcheckoutInsystembyCityLedger.如果所用细节相同,让客人在账单上签字,并将系统做结账。Ifit’sdifference,trytocontactwithcompanytoreconfirmorInformdutymanagertohandle..如果实际与付账传真有出入,请马上与公司联系确认,或交给大堂经理处理。▲Neverpendingthebillbystaff,onlycanbeauthorizedbyDutyManager.不准私自为客人挂帐,所有挂帐必须得到值班经理的同意。3)Allchargetocompany所用费用由公司承担Followthesameprocedure.与以上程序相同。Checkdetailswithbackup,andsameabove.确认付账传真是否与实际相符,步骤同上。Mustaskguestsignthebill.必须让客人在账单上签字。4)Roomchargetotravelagency房费由旅行社支付Followthesameproceduretoaskguesttosettletheincidentalcharge.用以上步骤将客人的杂费结清。Roomrateisconfidential.房费必须对客人保密。Neverinformtheroomratetoguestorprintouttheroomchargeforguest.千万不能将房费告知客人,或将房费错误地打印出来给客人。Mustcheckallthedetailswithtravelagencyvoucher.必须与旅行社的付款凭证再次确认：*Hotelname酒店名称*Guestname客人姓名*Travelagencyname旅行社名称*Guest'sduration入逐日期及天数*Theitemswhichbepaidbytravelagency旅行社所付费用5)PaybyandPayfor客人之间承付费用Reconfirmwithguestthetotalroomnumbers.与客人确认清楚所结的房间数。Balancetransfersallthebillstotheunderwriter'sroom.将被付人的账目转至付账人的房帐。NeveruseDtransfer,becauseguest'sfoliohistorywillbelost.千万不要在系统中使用”D”功能键转账,否则客人的账单记录会就此丢失。Checkoutoneroombyoneroom.Don'tleft.一间一间将所付的房间在系统中做结帐,不要漏结。6)Checkoutshareroom为同住一间房的两个客人结账ReviewtheNRfoliofirst,ifn