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收取客人订金的程序Advance Deposits

总结无心插柳 发表了文章 • 0 个评论 • 23 次浏览 • 2016-09-21 07:16 • 来自相关话题

Objectives 目标:
    
通过制定收取客人订金的程序,能够减少由于客帐跑单而给酒店带来的经济损失。因此客人入住酒店、客房预订及宴会预订必须按规定收取订金。

    Check-in         Deposits received through cash payment, company cheque or Credit card 
                                             authorization.
    入住酒店        按规定以现金、公司支票或信用卡缴纳订金。

    Room Reservation     Deposits received through cash, company cheque, bank remittance.
客房预订    按规定以现金、公司支票、银行汇款缴纳订金。

    Banquet Function    Deposits received through cash, company cheque, bank  remittance, 
            宴会预订                 按规定以现金、公司支票、银行汇款缴纳订金。


Procedures 程序:

1.    Check-In客人入住酒店时

        1.1 
               客人办理入住手续时以现金或公司支票缴纳的订金必须记入客帐,并将从酒店系统中打印
               出 来的订金收据的客人联交给客人。客人在离店时应退还订金收据,如客人是以现金形式
               支付 的订金,其订金多余部分应在前台以“现金支出”方式退还客人;如订金是以支票的形
               式支付 的,其订金多余部分应由应收帐以支票方式退还;如必须从前台以“现金支出”方式
               退还的情 况,需经财务总监批准。现金支出凭单必须由客人及前台员工签字认可。

1.2    切记不得将任何外币当作“押金”并于客人退房时退还;收到的外币必须先兑换成人民币,然后以现金定金方式输入前台系统
              

       1.3    如果客人以信用卡作为押金,前台接待员应通过EDC机或电话向信用卡公司申请并获得必  
             要 金额的授权,并将已获得的授权号凭单与客人的入住登记表存放在一起;在刷卡机上不    
             做“销 售交易”的操作,待客人结帐时,在刷卡机上做“离线交易”的操作。
 
Example: 例如:
Eg. 1 例1    

Authorized Amount                               授权金额            RMB3,000
Total folio amount upon Check-out    离店时帐单总金额        RMB4,000

Upon Check-out: ( depending on Credit Card Company’s policy)
                                    
-    Do an OFFLINE posting of the total amount RMB3,000
-    And do a sales posting for the balance of  RMB1,000
-    Write down the Authorized Code on the Credit Card Imprint    
-     (Both Credit Card imprints must be signed  by guest)

Or
-    Cancel the authorized amount obtained at time of guest check in
-    And do a sales posting of the total amount RMB 4,000
          
               当客人离店时:(如何操作取决于信用卡公司的有关规定)

-    将帐单总额(人民币3,000)做“离线交易”
-    并将所要的授权号写在信用卡凭单上
(所有信用卡单必须由客人签字认可)

               或:取消先前的授权,并用实际金额做消费交易。

Eg. 2    例2
Authorized Amount            授权金额                 RMB3,000
Total folio amount upon Check-out    离店时帐单总金额    RMB2,000
Upon Check-Out:                                 客人离店时

               Just do an OFFLINE POSTING of RMB2,000.        仅对RMB2000元做“离线交易”。

         1.4 Total amount of deposit required  from the guest will be based on the following:
Room Charge    / Per day            =    A  (e.g. 800.00)
Incidental Charges / Per day                 =    B (e.g. 300.00)
Deposit Amount                =    (800+300) x No of days intends to stay

按以下规定收取客人订金金额:
    每日房费                =    A(举例:800元)
    每日杂费                =    B (举例:300元)
        订金金额                =    (800+300) x 预计入住天数

    Flexibility to be extended for regular guests and for guests who stay more than 7 days.
    对于常住客或居住天数超过7天的客人可灵活对待。


2.    Room Reservation Advance Deposit 房间预订订金

       2.1 An advance deposit can be done through payment in the form of a cash, cheque, bank draft, bank
              transfer, travel agent, direct mail.
             订金通常会以现金,支票,银行汇票,银行转帐,旅行社支付,直接邮寄的方式支付.

       2.2 Advance deposits will be posted and deposited immediately upon receipt.
             预收订金应立即入帐及及时投缴
  
       2.3           如果订金是以现金,支票支付, 且酒店已有相应预订的,应由前台员工直接输入到相关预订   
             中;如果酒店无相应预订,前台员工将输入到“假房 - 客房订金”中. (当客人入住时,前台接待
             应立即准备 “订金转移单”,从 “假房 - 客房订金” 中将此笔订金找到并转入到客人房帐中).将   
             现 金/支票封存进投币信封,并将其投入投币保险箱中.

2.4     如果订金是通过银行汇票,银行转帐,旅行社支付,直接邮寄的方式支付, 总出纳应将通过以上 
             各种方式收到的订金做汇总单, 此汇总单包括客人/公司姓名, 收到的人民币金额数(如收到是
             外币,应将外币核算成人民币)并将此汇总单递交给信贷经理.

2.5                 信贷经理应逐笔核对,并标上相应的预订号(如果有预定的话), 对于无预订的付款, 经与销售部 
             确认后,通知预定部将客人有关信息录入系统为客人作预定.

2.6          根据信贷经理提供的清单前台员工应用付款帐目为“支票”将已收订金录入到系统相应的预定   
            中. 每日日审经过核对后要确保系统中的此付款帐目下的金额与总出纳报告一致.

2.7    
             如果客人入住日期与预订不符, 只有前台经理或值班经理经过确认核实后才可受权转移相应   
             订金到客人房帐中.

2.8                 经过检查后日审应确保合理,正确的应用预付订金。

2.9                 每月底都要将过期的或未用的预付订金转到后台并对其进行详细记录, 包括客人姓名, 订金
             入帐日期,金额等信息, 并在总帐中体现出来.(即通过传票,将 “应收帐 – 汇票”的余额调整到 
            “客人订金”中去.)

3    Banquet Functions    宴会预订

       3.1    如订金是以现金或支票的形式支付的,宴会销售人员应领客人到前台交纳订金;前台员工   
              开收据给客人,并根据 “宴会预定单”在相应的 “餐饮订金房”中输入金额及有关资料;且订  
              金由前台收银投入保险箱中;

3.2    各营业点收银员根据“宴会预定单”上指定的PQ房号,结转相应帐单;并将帐单交前台;

3.3    当宴会结束时,酒店宴会销售人员会带领客人到前台结帐,这时,收银员一定要让客人退还订金收据,差额由客人在前台现付。

3.4    如果客人为住店客人,有关押金及消费费用应记入客人指定的房间帐, 相关的房间号会标注在 “宴会预定单”上。

3.5    无信贷协议的客户如若挂帐,必须由销售总监/餐饮总监同意并提议,且经财务总监及总经理批准后,方才生效。且挂帐需在宴会结束后7天内付清总额。

3.6    所有无预先允许挂帐的公司,在宴会结束时必须以现金、信用卡、支票结清余额。

4    财务总监应审阅每月已收订金记录,以确保没有保留从客人预计到店之日起60天以上的订金。任何未用的订金应立即调查及跟办相关事宜。 查看全部

Objectives 目标:
    
通过制定收取客人订金的程序,能够减少由于客帐跑单而给酒店带来的经济损失。因此客人入住酒店、客房预订及宴会预订必须按规定收取订金。

    Check-in         Deposits received through cash payment, company cheque or Credit card 
                                             authorization.
    入住酒店        按规定以现金、公司支票或信用卡缴纳订金。

    Room Reservation     Deposits received through cash, company cheque, bank remittance.
客房预订    按规定以现金、公司支票、银行汇款缴纳订金。

    Banquet Function    Deposits received through cash, company cheque, bank  remittance, 
            宴会预订                 按规定以现金、公司支票、银行汇款缴纳订金。


Procedures 程序:

1.    Check-In客人入住酒店时

        1.1 
               客人办理入住手续时以现金或公司支票缴纳的订金必须记入客帐,并将从酒店系统中打印
               出 来的订金收据的客人联交给客人。客人在离店时应退还订金收据,如客人是以现金形式
               支付 的订金,其订金多余部分应在前台以“现金支出”方式退还客人;如订金是以支票的形
               式支付 的,其订金多余部分应由应收帐以支票方式退还;如必须从前台以“现金支出”方式
               退还的情 况,需经财务总监批准。现金支出凭单必须由客人及前台员工签字认可。

1.2    切记不得将任何外币当作“押金”并于客人退房时退还;收到的外币必须先兑换成人民币,然后以现金定金方式输入前台系统
              

       1.3    如果客人以信用卡作为押金,前台接待员应通过EDC机或电话向信用卡公司申请并获得必  
             要 金额的授权,并将已获得的授权号凭单与客人的入住登记表存放在一起;在刷卡机上不    
             做“销 售交易”的操作,待客人结帐时,在刷卡机上做“离线交易”的操作。
 
Example: 例如:
Eg. 1 例1    

Authorized Amount                               授权金额            RMB3,000
Total folio amount upon Check-out    离店时帐单总金额        RMB4,000

Upon Check-out: ( depending on Credit Card Company’s policy)
                                    
-    Do an OFFLINE posting of the total amount RMB3,000
-    And do a sales posting for the balance of  RMB1,000
-    Write down the Authorized Code on the Credit Card Imprint    
-     (Both Credit Card imprints must be signed  by guest)

Or
-    Cancel the authorized amount obtained at time of guest check in
-    And do a sales posting of the total amount RMB 4,000
          
               当客人离店时:(如何操作取决于信用卡公司的有关规定)

-    将帐单总额(人民币3,000)做“离线交易”
-    并将所要的授权号写在信用卡凭单上
(所有信用卡单必须由客人签字认可)

               或:取消先前的授权,并用实际金额做消费交易。

Eg. 2    例2
Authorized Amount            授权金额                 RMB3,000
Total folio amount upon Check-out    离店时帐单总金额    RMB2,000
Upon Check-Out:                                 客人离店时

               Just do an OFFLINE POSTING of RMB2,000.        仅对RMB2000元做“离线交易”。

         1.4 Total amount of deposit required  from the guest will be based on the following:
Room Charge    / Per day            =    A  (e.g. 800.00)
Incidental Charges / Per day                 =    B (e.g. 300.00)
Deposit Amount                =    (800+300) x No of days intends to stay

按以下规定收取客人订金金额:
    每日房费                =    A(举例:800元)
    每日杂费                =    B (举例:300元)
        订金金额                =    (800+300) x 预计入住天数

    Flexibility to be extended for regular guests and for guests who stay more than 7 days.
    对于常住客或居住天数超过7天的客人可灵活对待。


2.    Room Reservation Advance Deposit 房间预订订金

       2.1 An advance deposit can be done through payment in the form of a cash, cheque, bank draft, bank
              transfer, travel agent, direct mail.
             订金通常会以现金,支票,银行汇票,银行转帐,旅行社支付,直接邮寄的方式支付.

       2.2 Advance deposits will be posted and deposited immediately upon receipt.
             预收订金应立即入帐及及时投缴
  
       2.3           如果订金是以现金,支票支付, 且酒店已有相应预订的,应由前台员工直接输入到相关预订   
             中;如果酒店无相应预订,前台员工将输入到“假房 - 客房订金”中. (当客人入住时,前台接待
             应立即准备 “订金转移单”,从 “假房 - 客房订金” 中将此笔订金找到并转入到客人房帐中).将   
             现 金/支票封存进投币信封,并将其投入投币保险箱中.

2.4     如果订金是通过银行汇票,银行转帐,旅行社支付,直接邮寄的方式支付, 总出纳应将通过以上 
             各种方式收到的订金做汇总单, 此汇总单包括客人/公司姓名, 收到的人民币金额数(如收到是
             外币,应将外币核算成人民币)并将此汇总单递交给信贷经理.

2.5                 信贷经理应逐笔核对,并标上相应的预订号(如果有预定的话), 对于无预订的付款, 经与销售部 
             确认后,通知预定部将客人有关信息录入系统为客人作预定.

2.6          根据信贷经理提供的清单前台员工应用付款帐目为“支票”将已收订金录入到系统相应的预定   
            中. 每日日审经过核对后要确保系统中的此付款帐目下的金额与总出纳报告一致.

2.7    
             如果客人入住日期与预订不符, 只有前台经理或值班经理经过确认核实后才可受权转移相应   
             订金到客人房帐中.

2.8                 经过检查后日审应确保合理,正确的应用预付订金。

2.9                 每月底都要将过期的或未用的预付订金转到后台并对其进行详细记录, 包括客人姓名, 订金
             入帐日期,金额等信息, 并在总帐中体现出来.(即通过传票,将 “应收帐 – 汇票”的余额调整到 
            “客人订金”中去.)

3    Banquet Functions    宴会预订

       3.1    如订金是以现金或支票的形式支付的,宴会销售人员应领客人到前台交纳订金;前台员工   
              开收据给客人,并根据 “宴会预定单”在相应的 “餐饮订金房”中输入金额及有关资料;且订  
              金由前台收银投入保险箱中;

3.2    各营业点收银员根据“宴会预定单”上指定的PQ房号,结转相应帐单;并将帐单交前台;

3.3    当宴会结束时,酒店宴会销售人员会带领客人到前台结帐,这时,收银员一定要让客人退还订金收据,差额由客人在前台现付。

3.4    如果客人为住店客人,有关押金及消费费用应记入客人指定的房间帐, 相关的房间号会标注在 “宴会预定单”上。

3.5    无信贷协议的客户如若挂帐,必须由销售总监/餐饮总监同意并提议,且经财务总监及总经理批准后,方才生效。且挂帐需在宴会结束后7天内付清总额。

3.6    所有无预先允许挂帐的公司,在宴会结束时必须以现金、信用卡、支票结清余额。

4    财务总监应审阅每月已收订金记录,以确保没有保留从客人预计到店之日起60天以上的订金。任何未用的订金应立即调查及跟办相关事宜。

2.2.01 Credit policy酒店信贷信用政策

总结无心插柳 发表了文章 • 0 个评论 • 14 次浏览 • 2016-09-21 07:11 • 来自相关话题

Objective 目标:

此政策是信贷控制最重要的工具;充份诠释信用政策,使其适合每一个酒店的要求,定期对其进行更新并使所有相关部门了解,包括预定、前台、市场部、财务部、餐饮部及应收帐组。

以下为信用政策。


Content  目录:

1.    Credit Committee & Credit Meeting 信贷委员会及信贷会议    4
(1.)    Credit Committee信贷委员会    4
(2.)    Monthly Credit Meeting信贷会议    4
2.    Credit Applications 信贷申请    5
3.    Credit, Charge & Billing Procedures信贷, 计费及发单程序    9
(1.)    Company公司    9
(2.)    Groups团队    10
(3.)    Credit Cards 信用卡    11
(A.)    International Credit Cards国际卡:    11
(B.)    Local Credit Cards 本地卡:    11
(4.)    Personal/Company Cheque个人/公司支票    12
(A.)    Personal Cheque 个人支票    12
(B.)    Company Cheque 公司支票    12
(5.)    Travelers Cheques & Foreign Currencies旅行支票及外币    14
(A.)    Travelers Cheques 旅行支票    14
(B.)    Foreign Currencies 外币    15
(6.)    Third Party Billing第三方付款    15
(7.)    Personal Account个人帐户    15
(8.)    Travel Agents旅行社    15
(A.)    No Credit 无信贷协议    15
(B.)    With Credit 有信贷协议    16
(9.)    Rates and Charges价格与计费    17
(10.)    Staff Ledger 员工挂帐    17
(11.)    Long Staying Guest长租户    18
(12.)    No-Show Charges应抵未抵客人的收费    19
(13.)    Skippers逃帐    19
(14.)    Credit Card Refunds信用卡退款    19
(15.)    Cheques Received by Mail邮寄支票    20
(16.)    Cash Advance提现    21
4.    Departmental Responsibilities部门职责    22
(1.)    Reservation预定部    22
(A.)    Reservation Procedure预定程序    22
(B.)    Accounts with Credit Facilities有信贷协议的公司    24
(C.)    Guaranteed Reservations and Cancellations担保预定及其取消    24
(D.)    Priority Club Rewards Reservations优悦会员预定    25
(E.)    After Hour Credit Request正常工作时间外的挂帐申请    25
(F.)    Accounts Without Credit Facilities无信贷协议的公司    26
(G.)    Arrival list verification预抵客人名单的核查    26
(2.)    Front Office前厅部    27
(A.)    Check-in Procedures办理入住程序    27
(I.)    Personal Account - Credit Cards个人帐户 - 信用卡    27
(II.)    Personal Account – Cash个人帐户  - 现金    30
(III.)    Walk-in Guests无预定客人    30
(IV.)    Company Account公司帐户    30
(V.)    Airline/Travel Agent Voucher航空公司/旅行社订房单    31
(B.)    Procedures to be Followed During the Guest’s Stay客人住店期间的风险防范    31
(C.)    Check-out Procedures办理结帐程序    32
(D.)    Late Charge追帐    33
(3.)    Food & Beverage餐饮部    34
(A.)    Outlets餐厅    34
(B.)    Banquet宴会    36
(I.)    Individual Guests 个人    36
(II.)    Companies 公司    36
(III.)    Cash/Credit Card 现金/信用卡    37
(IV.)    Bank Transfer 银行转帐    37
(V.)    Advance Deposit Payment 预付定金    37
(VI.)    Cancellation Policy 取消政策    38
(4.)    Sales & Marketing 市场销售部    39
(5.)    Accounts Receivable 应收帐    40
(A.)    Bills & Collection发单及收帐    40
(B.)    Bad Debts Procedures坏帐处理程序    41










Appendices 附件

A.    Application for Credit Facility 信贷申请
B.    Credit Application-Approval Letter信贷申请回复函-同意
C.    Credit Application-Rejection Letter信贷申请回复函-不同意
D.    Payment Authorization Form第三方付款授权书
E.    Skipper Report逃帐报告
F.    Instant Check Out Authorization Form快速结帐授权书
G.    1st Reminder Letter第一封催款信
H.    2nd Reminder Letter第二封催款信
I.    Final Reminder Letter最终催款信
J.    Write Off Form坏帐冲销申请


Procedure 程序:

1.    Credit Committee & Credit Meeting 信贷委员会及信贷会议

(1.)    Credit Committee信贷委员会

    The Hotel Credit Committee consists of:
                    酒店信贷委员会由以下人员组成:

A)    General Manager总经理
B )    Director of Finance and Business Support 财务总监
          C)    Credit Manager 信贷经理

    总经理主要负责建立有关信贷的规章制度. 在总经理的授权,在财务总监的指导下,由信贷经理负责监督具体的实施. 在具体的工作中,要特别注意遵守本政策中的规章制度。

(2.)    Monthly Credit Meeting信贷会议

      信贷会议每月召开一次,时间及地点要提前一周通知有关的参会人员。

     会议的主要内容是察看应收帐龄分析报告, 超过30天未付款的帐户及其他问题帐户。 如有需要,以下参会人员将负责跟踪解决问题。

     Attendees at the meeting should be参会人员:
•      General Manager  总经理    
•    Director of Finance and Business Support财务总监    
•    Assistant Director of Finance财务副总监
•    Director of Rooms客务部总监    
•    Director of Sales & Marketing市场销售总监
•    CMD /Conference Manager会议销售经理
•    Director of F & B餐饮部总监
•    Front Office Manager前厅部经理
•    Credit Manager信贷经理

    应收帐龄分析报告将在会上分发并具体讨论超过60天的未付款帐户。会议将做出是否采取法律手段追讨欠款,是否需要其他酒店或公司的协助,是否将客人列入黑名单,是否拒收旅行社订单等有关决议。有些决定,因时间关系,将由财务总监根据实际情况,直接吩咐信贷经理去实施完成。

    任何其他情况导致收帐困难的问题,也在会上提出,以便管理层及时做出决定,采取相应的措施,以防止问题进一步恶化。

    信贷会议上也要对信贷政策进行定期的核查,任何与实际操作有悖的条款要及时讨论。

    信贷经理负责会议记录。会议记录包括会议讨论的问题,采取的措施以及负责跟踪解决问题的部门及个人。

    会议纪录将在会后及时分发给所有参会人员。每次信贷会议将回顾上次的会议记录,核查有关责任人是否跟踪解决问题。

2.    Credit Applications 信贷申请

所有公司, 个人, 旅行社提出在酒店内部的宴会,会议,餐饮消费及客房消费挂帐由公司支付的,如果没有信贷协议,都需要事先填写信贷申请(附件A)。  信贷经理将负责有关调查并通知申请人结果。

客人将在提出申请的7天后被告知结果。

    客人提出挂帐申请后,要先在系统中检查该公司是否已经有信贷协议。若客人已经有信贷协议,则不需要再填写信贷申请。

    若客人没有信贷协议, 要求客人填写信贷申请。

所有部门总监及销售经理可以向客人发放信贷申请。会议经理将负责会议及宴会的挂帐申请。信贷经理将负责接听打到财务部的有关信贷方面的咨询电话。

    会议经理要负责确保客人在宴会前的14天将填好的信贷申请返还酒店。若信贷申请没有按时送回,则视为客人放弃信贷申请。

所有填好送回的信贷申请要在申请信贷有效起始日的前14天送到信贷经理。宴会及会议申请要附上会议经理提供的预计消费总额。

若客人的预定时间和消费时间非常接近,并提出挂帐申请,会议经理要请客人立即填写信贷申请并马上送至应收部去调查审批。为了能使信贷协议顺利得到审批,所有信息要填写完整。

注意:宴会消费 – 如果没有永久的信贷协议,每次宴会要分别申请临时信贷协议.   原则上, 所有宴会都要全额预付.

    信贷经理将联系客人提供的信用证明单位进行信用调查。

    信贷经理将根据调查结果给出初步意见。

    根据不同的信贷金额,将由不同的领导审核签字.  具体金额如下:

RMB 0.00 – 20,000:    Director, Finance & Business Support 
      RMB 20,000 plus:     Director, Finance & Business Support and General Manager

人民币 0.00 – 20,000元:    财务部总监 
人民币 20,000元以上:     财务部总监及总经理

    信贷协议获得批准后, 信贷经理将给该公司在系统中建立应收帐号,并记录在信贷申请上。

    除特殊情况外,本地公司或旅行社的帐期为30天。根据实际情况,有些公司或旅行社可能会被要求支付押金,以便信贷申请获得审批。

    所有签署信贷协议的旅行社要提供本旅行社的订房单样本。若前台服务员发现客人提供的订房单与该旅行社提供的样本不符,要上报当班主管,前厅部经理或信贷经理去做进一步核实。

    审批结果要通知客户。以下人员负责通知客户:

Conferences会议      :          CMD or designate会议经理或其指定人员
    Functions宴会        :        CMD or designate会议经理或其指定人员
         Permanent Accounts永久协议:    Credit Manager信贷经理
                         
    因海外公司范围太广, 要采取以下措施以防止坏帐:

销售部总监或副总监要向信贷经理提供由海外销售办公室提供的海外申请人的资信情况说明。 本步骤适用于与海外公司签定的任何合同。

若海外销售办公室不能提供资信证明,海外申请人需交预付款或押金。

    
对于政府机关或大使馆, 无需填写信贷申请。但是, 需要其提供书面担保函,以便审批。

    Credit Applications will be filed by the Credit Manager.
信贷经理负责对信贷申请进行存档保管。

    The Credit Manager will forward a copy of all approval letters (Ref. Appendix B) for accommodation accounts to Reservations, Sales and Front Office.  A list will also be compiled and updated on a monthly basis advising of those clients who have permanent accommodation or function Credit facilities with the Hotel.
信贷经理将把已经签署的房费挂帐信贷协议批准回复函 (附件 B) 复印给预定部,销售部和前厅部。每月一份包含所有已经签署永久信贷协议的公司名单将分发给有关部门。

    Credit facilities declined (Appendix C) will be advised by Department Heads nominated in above.  An alternative form of payment must be requested by that Department Head.  In most cases, full advance deposit would be required.
信贷协议拒绝回复函 (附件 C) 将由上述列出的人员通知客户。并要通知客户采取其他付款方式。大多数情况下,要求客户提前预付所有费用。

    Credit Department will then update the credit listing and circulate the departments concerned once every month.
信贷部门要每月提供最新的名单并分发给各有关部门。

3.    Credit, Charge & Billing Procedures信贷, 计费及发单程序

(1.)    Company公司

    Reservations/Front Office shall not accept any credit arrangement for billing back to the company without written confirmation of authorization form the party accepting responsibility for payment. 
预定部/前厅部在没有付款公司的书面确认的情况下,不可以同意客人的挂帐要求。

    It is imperative, therefore, that prior consultation with the Credit Manager is made to determine the status of the account before agreeing to such credit arrangement.
因此,在实际工作中,及时询问信贷经理就显得非常重要。

    A letter of undertaking should be requested at the time of reservation. If the letter is not available, the guest should be referred to the Front Office Manager/Duty Manager who will then commence investigations. The guest would then be required to produce their credit card for verification purpose during the investigation period. In the event that company denied undertaking, the charges would be processed into the credit card.
在预定阶段就要向客户索要公司担保函。若无担保函, 要报告前厅经理/值班经理跟进。在此期间,客人要先用自己的信用卡进行担保。若公司拒绝付款,则所有费用由客人自己承担。

    It must be noted the type of expenses, whether accommodations and/or incidentals in the letter of undertaking.
要特别注意公司担保函中确认的为客人支付的是何种费用,如房费或房杂费。

    Where the letter of undertaking does not cover all charges, the guest should be notified and ask how the settlement of the personal charges will be made and then follow the procedures during check-in, either cash deposits and/or credit card verification.
若公司不是支付所有费用, 在客人登记入住时,要告知客人并与客人确认如何支付个人费用, 是支付现金押金或是信用卡。

    Unless the letter of undertaking is received, with company in credit status, no routing should indicate billing back to company.
即使公司有信贷协议,在没有担保函的情况下, 也不可以同意客人挂帐。

    All guest invoices must be signed by the guest indicating full responsibilities for the charges incurred to avoid any dispute by the company and/or the guest in future.
所有帐单都要请客人签字,以证明客人对所有消费的认可,防止客人或公司日后有任何异议。

    
前厅负责保管好客人在住店期间的所有的小单 (帐单, 票据等)直至客人离店。这样可以方便客人在住店期间随时核查消费并减少结帐时的排队现象。客人离店后,所有小单,连同担保函及客人签字的帐单一并交到财务部。

(2.)    Groups团队

    In some instances, companies will make reservation for a group of rooms (e.g. conference). In the event of such group bookings (i.e. 5rooms or more), special credit policies will apply on a case-to-case basis.
有些时候, 公司会预定很多房间 (如会议)。在团队预定的情况下(即5间房或上),要根据实际情况采取不同的信贷政策。

    
前厅部, 销售部, 预定部和餐饮部在没有接到付款公司的担保函或确认函之前,不可以同意任何挂帐请求。只有有信贷协议的公司或旅行社才可以挂帐。在确认之前, 要将客人的预计消费总额通知信贷经理,以确保没有超过信贷限额。若超出信贷限额,超出部分客人要交押金。

    
在客人离店时,要特别注意团队主帐单, 即需要发给公司付款的包含所有公司需支付项目的帐单。在转交财务部前,值班经理/前厅经理要负责确保所有收费项目与团队资料上一致且签字齐全。确保客人在离店前结清所有个人消费。对于没有消费的餐饮项目不可以留到以后消费或退款。

(3.)    Credit Cards 信用卡

The following international/local credit cards are accepted ::
以下信用卡可以在使用:

(A.)    International Credit Cards国际卡:

Visa, MasterCard, American Express, JCB, Diners Club

(B.)    Local Credit Cards 本地卡:

All local credit cards 所有本地卡

    信用卡的收受取决于酒店和有关信用卡公司签署的协议。要严格遵守信用卡公司的条款,尤其是要取得预授权以防止在日后信用卡公司支付时出现麻烦。

    The following procedures are to be adhered to when approved credit card holders wish to charge the hotel expenses to their credit card:
当客人要用信用卡支付费用时,要遵守以下步骤:

•    Examine the card carefully, ascertaining that it is issued to the guest himself and that the expiry date is still valid. An authorization code should be obtained during check-in from the credit card center, in case of fraudulent cards.
仔细察看卡面,确认是客人本人的信用卡且在有效期内。向信用卡公司要预授权,以防止信用卡欺诈行为。

•    A swipe of the credit card should be done for a proper sale/offline instead of a manual keying to the BMP system or EDC machine. This is to capture more information to prove his presence.
要在BMP,EDC机上通过刷卡做销售或取得预授权,以取代在BMP,EDC机上通过手工输入卡号来进行以上交易。此步骤既可以使信用卡中心获得更多资料又可以证明客人实际到店。

•    The Front Office Agent/Outlet Cashier is to ensure that the guest signed on both the credit card charge slip and the invoice to avoid future discrepancies. Verification of the signature against that on the credit card is extremely important as most of the loss due to fraud result from failure to verify signatures.
前厅/餐厅收款员要确保持卡人在签购单和帐单上都签字,以防日后有任何异议。仔细核对信用卡上的签字和帐单/签购单上的签字,因为大部分诈骗之所以得逞,主要是收款员没有核对签字。

•    In case of the unavailability of an approval code, the Front Office Agent will have to call the respective authorization center immediately to obtain an approval code manually.
若不能取得预授权,前厅收款员要通过电话与信用卡中心联系取得预授权。

(4.)    Personal/Company Cheque个人/公司支票

(A.)    Personal Cheque 个人支票

Under no circumstances should the Front Office Agent be allowed to accept from the guests, their personal cheques for settlement of the hotel charges.
无论在任何情况下,都不可以接收客人的私人支票。

(B.)    Company Cheque 公司支票

•    Company cheque can not be accepted unless it is pre-approved by management or the Sales Manager.
无酒店管理层或销售经理的同意,不可以接收公司支票。

•    Walk in guest can not use company cheque as a payment or guarantee method.
无预定客人不可以用公司支票做为付款或担保方式。

•    In-house guest can not change his/her payment method to company cheque upon check-out.
住店客人不可以在结帐时将其他付款方式改为公司支票。

•    Company cheque can not be folded or spoiled.
公司支票不可以折叠或损坏。

•    The date and amount on the cheque should be correct.
票面日期、金额等必须正确。

•    The expire date is the tenth day from the date on the cheque.
支票有效期至从票面日期起的第十天。

•    The payee’s name should be 【Hotel Bank Account Name:】
收款人名称为【酒店银行帐户名称:】。

•    The ordinary form of a Chinese numeral should match with the capital numeral.
金额大小写要一致。

•    There should be no corrections on the company cheque.
票面不可以有涂改痕迹。

•    Company cheque can only be filled in by special ink pen (signature pen).
公司支票要用签字笔填写。

•    The company chop and personal chop on the face of the company cheque should be legible.
票面上的公司章及个人名章要清晰可辨认。

•    The endorsement includes the contact person’s name and telephone number. 
背书要填写公司的联系人及电话号码(只能写在背面框线外部)。

•    If the cashier fails to follow up the above procedure and causes the return of the company cheque, the department manager will be responsible for monitoring the cashier to exchange the company cheque.
若因收款员未按以上步骤操作造成退票, 相关部门经理负责监督该收款员换回支票。

•    If the company cheque did not exchange within 3 days, the department manager will contact the Sales Manager who is responsible for the account to exchange the returned cheque together.
若3天后还未换回支票, 相关部门经理要联系负责此公司的销售人员共同换回支票。

•    If the company cheque did not exchange within 7 days, the Credit Manager will be informed. The Credit Manager will report to the Director, Finance & Business Support if it is necessary.
若7天后还未换回支票, 应通知信贷经理。信贷经理将视情况上报财务总监。

(5.)    Travelers Cheques & Foreign Currencies旅行支票及外币

前厅员工要掌握辨别真假旅行支票和外币的知识。如果在实际工作中遇到任何疑问,要在接受客人现金或支票前,立即上报当班主管。

(A.)    Travelers Cheques 旅行支票

    Travelers Cheques (TC) may be cashed by the registered guests of the Hotel. In accepting TCs, the following procedures must strictly be adhered to:
酒店只为住店客人兑换旅行支票。在兑换旅行支票时, 要严格按照以下步骤执行:

•    TCs must not have been reported lost or stolen. The Front Office Agent should check against the list of such TCs given by the bank.
旅行支票未曾挂失。前厅员工在兑换旅行支票时要核对银行发出的挂失支票名单。

•    兑换人要在前厅员工面前签字。前厅员工应将此签字与旅行支票上的原始签字进行仔细核对。若签字不符,请客人提供其它身份证明文件。此外,旅行支票上客人的姓名要与登记入住的姓名一致。

•    In addition to the countersignature, the TCs should be examined for the possible requirement of an endorsement on the back of the cheque. 
除签字外, 检查支票背面是否要求背书。

•    只有可兑换外币的旅行支票才可以兑换成人民币。仔细阅读支票上的文字,核查是否有限制规定。如有任何疑问, 立即上报值班经理/前厅经理。

(B.)    Foreign Currencies 外币

    酒店只给住店客人兑换外币。兑换时, 要按照以下步骤执行:

•    前厅员工要确保所兑换货币为酒店允许兑换的货币。

•    仔细核查货币真伪。任何时候,都要用外币验钞机对所有外币进行扫描检测。

•    所有外币兑换交易都要按当地银行的有关要求,开具水单。

(6.)    Third Party Billing第三方付款

若第三方愿意给住店客人支付费用, 付款人要填写第三方付款授权书 (附件 D), 列明被付款人的姓名, 付费项目, 房号, 抵离店日期。前厅员工负责取得付款人信用卡的预授权并要求付款人在手工压卡签购单上签字。若第三方用现金支付,同样要填写此授权书。

(7.)    Personal Account个人帐户

No credit will be granted to any individual without approval from the General Manager, Director, Finance & Business Support.
没有总经理或财务总监的批准,不允许个人挂帐。

(8.)    Travel Agents旅行社

(A.)     No Credit 无信贷协议

    Only Travel Agents with prior credit approval are allowed billing back for their guests. All other Travel Agents’ method of payment will be based on either Pre-payment or Cash on Arrival. The Reservation/Front Office Agent must ensure that full prepayment has been received for all agents on non-credit account before guest is allowed to check-in.
只有有信贷协议的旅行社才可以挂帐。其他旅行社要预付或在到店时付款。对于没有信贷协议的旅行社, 预定/前厅员工要确保为客人办理入住手续前已经收到全额预付款。

    Cheques are NOT ACCEPTED for Cash on Arrival. Any prepayment by cheque should reach the Hotel no later than 5 days prior to arrival, unless Sales Manager agrees it. Therefore, the Reservation/Front Office Agent must ensure that the Hotel has received full prepayment by checking with the Duty Manager or the Credit Manager. Otherwise, he/she will be held responsible for the loss incurred and necessary action will also be taken.
到店付现金的旅行社不可以付支票。用支票支付预付款的,若无销售经理同意,至少要在客人到店前5天到帐。因此, 预定部/前厅部员工要与值班经理或信贷经理确认是否收到全额帐款。否则, 他将承担由此而造成的所有损失并给予相应的纪律惩罚。

    The guest will be FULLY RESPONSIBLE for all the charges incurred should there be no prepayment prior to departure. In such event, the Front Office Agent will have to explain to the guest on the situation and request for their own reimbursement from the Travel Agent direct. This is very imperative especially for “Black Listed” Travel Agents.
若在客人离店前还没有收到帐款,客人将负责支付所有费用。在此情况下, 前厅员工要向客人解释,并告知客人可以要求旅行社退款。对于上了黑名单的旅行社更应严格遵照此程序。

(B.)    With Credit 有信贷协议

    For Travel Agents with credit facilities, the following procedures must be noted by the Front Office Agent:
对于有信贷协议的旅行社, 前厅员工要按以下步骤操作:

•    Guests should be requested to present the travel agent accommodation voucher at check-in time, and this voucher is to be attached to the Registration Card with the correspondence received from Reservation Department.
请客人在办理入住手续时提交旅行社订房单, 此单要和从预定部转过来的其他资料一起订在入住登记卡上。

•    Absence of the voucher must be reported to the Front Office Supervisor for follow up.
若客人没有订房单,立即报告当班主管进行跟进。

•    Double check on the billing instructions on the voucher against that of the reservation correspondence to ensure no discrepancies. This billing instruction should appear correctly on the comment field.
仔细阅读订房单上的付款说明,核查是否和预订资料上的内容有出入。付款说明要准确显示在系统的备注栏里。

•    Upon departure, any other charges apart from that as indicated on the reservation correspondence will have to be settled by the guest.
在结帐离店时, 客人要结清所有自付费用。

•    As the contracted rate between the Hotel and the Travel Agent is strictly confidential, the Front Office Agent must not present the invoice for the accommodation charges to the guest for verification. This invoice should be submitted down to Accounts Department along with the voucher and the reservation correspondence.
因为酒店与旅行社的协议价格是保密的, 前厅员工不可以将由旅行社支付的客人房费帐单交给客人查阅。此帐单应和订房单及其他预定资料一起转交财务部。

(9.)    Rates and Charges价格与计费

    It is the responsibility of the Reservation Manager that correct rates are applied at the point of reservation and the Front Office Manager to ensure the correct and appropriate rates are posted and allocated to all accounts.
预定部经理负责保证客人在预定时采用了正确的房价,前厅部经理负责保证正确的房价每天输入到正确的帐户中。

    It is the responsibility of the Outlet Managers to ensure the necessary back up and correspondence is passed on to the Front Office.
各餐厅经理负责保证客人签署的帐单及其他资料及时转到前厅。

(10.)    Staff Ledger 员工挂帐
    
    An updated list of all staff eligible for city ledger entitlements will be supplied to Accounts Receivable on a monthly basis.
每月应收部将得到一份可以挂帐的员工名单。

    Charges will be posted to the Permanent House Employee Receivable folio at the discounted value of the service provided. 
员工打折后的消费应被输入到在前台开设的专用假房中。

    Employees will have to ensure that the discount is given at the outlet. The first copy of the guest check will be provided to the employee as a record.
餐厅员工要确保消费金额已被打折。将一份帐单交给员工做为凭证。

    Once transferred to A/R, staff members will be invoiced accordingly. 
帐目转到应收后, 员工将被按照帐单金额收费。

    The canceling of Employee Receivables and Laundry privileges is at the discretion of the General Manager and Director of Human Resources.
总经理和人事部总监有权决定是否终止员工的挂帐资格或洗衣优惠。

    City Ledger privileges are only extended to the staff member and their immediate family with the presence of the employee during consumption. (Exceptions may be authorised by the General Manager).
挂帐只适用于员工本人及和他一起用餐的家庭成员的消费。(如有例外需有总经理批准)

    The Front Office Agent will check the correctness of all staff ledgers before city ledger to Accounts Receivable at the pre-agreed time.
前厅员工在按规定时间将员工的挂帐转应收帐时,要确保核对其正确性。

    The Front Office Agent will be responsible for providing the pertaining supporting to Accounts Receivable.
前厅员工负责将有关的明细帐单一并转交应收帐。

    The Credit Manager will send the statements to each individual accordingly.
 信贷经理负责给每个员工发放帐单。

    Staff ledgers are to be deducted from their monthly salary.
员工的挂帐消费从其每月的工资中扣除。

    For resigned employees, as part of the Termination process the Human Resources Department must obtain from Accounts Receivable the balances due from the employee in order that the amount outstanding can be deducted from the termination payment for that employee.  
对于辞职员工, 做为离店手续之一,人事部要从应收帐处索取该员工的挂帐金额,以便从其最后的工资中扣除。

(11.)      Long Staying Guest长租户

Front Office will inform the long staying guests to settle the account at the end of each month at Front Office and the rental for the next month should be paid in advance unless payable in arrears as per contract.
前厅部负责通知长租户到前台支付上月的消费并预付下月的房费租金。依据合同支付
上月租金除外.

(12.)    No-Show Charges应抵未抵客人的收费

    The Duty Manager will distribute the no-show report every morning to the Management. 
值班经理每日早晨将应抵未抵客人报告提交给管理层。

    The guaranteed No-Shows are to be billed by the Front Office Department after the verification of the Management, with a full set of the correspondence attached for submission. 
管理层批准后,由前厅负责对有担保的预定客人收费并将有关资料随信用卡一并上交。

(13.)    Skippers逃帐

    In the unfortunate (and unlikely) event of a Skipper (i.e. a guest who leaves without settling his account), a “Skipper Report (Appendix E)” must be completed immediately by the Duty Manager, explaining the sequence of events leading to the situation, along with detailed explanation by the Front Office Agent.
若不幸发生逃帐 (即客人未结帐就离开酒店), 值班经理要立即填写逃帐报告(附件 E)”, 说明因何而导致逃帐,并附上前厅员工的详细说明。

    The Director, Finance & Business Support, Credit Manager, Front Office Manager and Security Manager are to be informed immediately, and provided with a copy of the report. All relevant documentation should also be forwarded to the Credit Manager for further handling.
同时通知财务总监,信贷经理,前厅部经理和保安部经理并提供逃帐报告。所有资料要转交信贷经理做进一步跟进。

    Details of such should then be updated in PMS as “Blacklist” and marked Skipper by the Front Office Manager.
前厅部经理要在系统中将此客人列入黑名单。

(14.)    Credit Card Refunds信用卡退款

    When a credit card inquiry fax is received, it must be replied within one (1) day. The relevant copy of invoices, folios signed by the cardholder should be faxed to the credit card center or the bank. If the cardholder still denies the charge, it should be passed to the relevant department managers (i.e. Front Office Manager or Outlet Managers) for further investigation.
收到信用卡查询传真后, 必须在1天内予以回复。将持卡人签字的有关帐单传真给信用卡中心或银行。若持卡人仍然拒付, 将有关资料转至相关部门经理(即前厅部经理或各餐厅经理) 做进一步调查。

    Once the department managers decide to refund, the following should be attached and submitted to Credit Manager:
若部门经理决定退款, 需提交以下资料至信贷经理:

•    Report stating reason for refund
退款原因

•    Attachment of initial credit card sales charge slip with cardholder’s name and/or card number
显示信用卡号码的原始收款签购单

•    Rebate Form duly approved/acknowledged by relevant Department Head, whose revenue will be rebated from
有相关部门经理签字的冲减单

•    Any other supporting documents pertaining to the refund (e.g. Guest’s dispute letter)
其他与退款相关的资料 (如客人发出的退款要求信函等)

    The Credit Manager will submit all the documents to the Director of Finance & Business Support for Approval.
信贷经理将所有资料报财务总监审批。

    A record of all credit card refunds and all of the documents should be filed by Accounts Receivable for further inquiry.
信贷经理对所有退款资料予以存档,以备日后查询。


(15.)    Cheques Received by Mail邮寄支票

    Cheques received via the post will be listed on a daily basis by the Executive Secretary. Information included on the sequentially numbered cheque lists will include-Drawer, Cheque Number, Bank Branch & State, Amount.
行政秘书对每日收到的信汇票据进行登记。按号登记的内容包括付款人名称,支票号,银行名称及国家,金额。

    Actual Cheques and the list including all back up and opened envelopes will be given to the General Cashier by the Executive Secretary.
行政秘书将支票,登记表,所有资料及开启的信封交给总出纳。

    The General Cashier will photocopy all the cheques received, and retain these for backing on the same day.
总出纳将支票复印后,于当天存入银行。

    The General Cashier will pass over the list, photocopies of cheques being banked, and supporting documents to the Credit Manager.
总出纳将支票复印件,登记表及相关资料转给信贷经理一份。

    Items listed on cheque list will be reviewed by Credit Manager, ensuring amounts are correctly allocated to A/R accounts, guest reservations, function deposits or Genera Ledger. Credit Manager will provide a copy of any advance deposits for guest reservation to the reservations department in order for the deposit to be processed. 
信贷经理核对支票登记表, 确保正确输入到应收帐客户,客人预订,宴会押金或总帐等相关帐户中。对于预定客人,信贷经理需将一份复印件交给预定部证明客人已经付款。

    Credit Manager will investigate unapplied credits or “mystery” payments by contacting the drawer to determine what cheque payments are for.
对于不明付款,信贷经理要与付款人联系,查询是何种付款。


(16.)    Cash Advance提现

    Front Office Agents may pay out cash advances in refund of credit balances without further approval only when a guest is checking-out. However if the guest has paid the advance using a cheque, the refund from the hotel should be way of cheque.
前厅员工在客人结帐离店时退还其剩余的现金押金时,不需要经过特别批准。但是若客人是支票付款,则退还余额时也要是支票。

    The purchase of services e.g. theatre tickets, parking charges, limousine services, etc. on behalf of guests will be treated as paid-outs. Paid outs are billed to the guest as follows:
代客支付或购买戏票,停车费,租车费等时可以提现。提现根据以下原则入帐:

•    In-house guests on guest folio  住店客人入房帐
•    Banquet functions on master/dummy folio宴会/会议入主帐单

    Paid-outs are only applicable to in-house guests, to be approved as following:
提现只适用于住店客人,并需要经过以下人员批准:


               Amount                                                       Approved By 

Under RMB1,000.00                                          Duty Manager
Under RMB2,000.00                                         Front Office Manager
Under RMB3,000.00                                         Director of Rooms
Above RMB3,000.00                                         Director of Finance & Business Support          
/Resident or General Manager             

金额                                                                            批准人

人民币1,000.00 元以下                         值班经理
人民币2,000.00 元以下                         前厅部经理
人民币 3,000.00元以下                         房务总监
人民币3000.00 元以上                          财务部总监/住店经理或总经理                                                                                        

    If the guest pays by credit card, a handling fee of 5% on the paid outs transaction should be passed to the guest,THE LIMITE MUST BE CONTROLLED UNDER 
RMB 2,000.00.
若客人使用信用卡付款, 需另付提现金额 5% 的手续费,限额必须被控制在人民币2000元。

    All paid-outs/credit card advances etc. should be posted to the guest’s folio to evidence the transaction thus obviating the risk of the guest claiming the transaction was in part or final settlement of his account.
所有提现及信用卡结算要入进客人的帐户中,以防客人声称其信用卡付款是为了支付其它消费项目的。

4.    Departmental Responsibilities部门职责

(1.)    Reservation预定部

(A.)    Reservation Procedure预定程序

    When a new reservation or amendment is received, it is essential that the reservation form/screen on PMS be fully completed.
当接到新预订或更改后, 要确保在预订单和系统中同时输入信息。

    The following information must be obtained:
以下信息必须获得:

•    Family name, middle name and initials. When ever appropriate, also include gender identification. Number of guests including children, company or travel agent, position and address are also important information.
姓名,如果可以,获得客人的称谓更好。包括儿童客人的人数, 所在公司或旅行社,职位和地址等重要信息。

•    Name of Company/Travel Agent公司/旅行社名称

•    Source of Reservation订房来源

•    Arrival information—Date, Time, Flight Details到店信息—日期,时间,航班信息

•    Number of Nights住店天数

•    Departure Information—Date, Time, Flight Details离店信息—日期,时间,航班信息

•    Number of Rooms, Room Type房间数, 房型

•    Rate Code and Rate房费代码和房价

•    Reservation Type and, for Guarantee Reservations, the holding time of the room
预定类型,若是担保预定,保留房间的时间

•    Statistical information. E.g. Market, Local Company and Source of Business
统计信息,即:市场,本地公司和生意来源等

•    Confirmation Number确认号

•    Reservation Agent’s initials wit date and time预定员的姓名缩写及日期和时间

•    Any special request and instructions是否有特殊要求及注意事项

•    Mode of Payment付款方式

•    Other information such as Type of Package, Reasons for Complimentary Room, Newspaper requirement, etc
其他信息,如何种包价,免费原因,是否要报纸等

    To ensure that the right information has been obtained, it is the responsibility of the person who took the reservation to review the details with the caller before ending the telephone conversation. Such information should be correctly input into the PMS to avoid any future discrepancies.
为确保获得正确的信息,预定员有责任和预订人在挂电话前将有关信息确认一遍。所有信息要输入系统中便于日后查询。

    If the system is temporarily out of operation, the guest request will be recorded manually, and the guest informed as soon as the system comes back on line.
若系统暂时不可以使用,先用手工方式接受预定,等系统恢复后在和客人联系。

    Reservations will be held until 1800 hours destination hotel time without a guarantee.
无担保的预定只保留到下午6点。

(B.)    Accounts with Credit Facilities有信贷协议的公司

    If the account is to be billed back to the company, the reservation agent will check while making the booking if the company has a city ledger account. If it does, the caller will be asked to fax/email a confirmation of booking prior to guests’ arrival, unless prior approval is obtained from General Manager, Director of Finance & Business support. Any of such special arrangements should be made known to the Front Office/Accounts Receivable in writing. The fax must be on company letterhead and should include the following details:
若公司为客人付款,预定员要核查该公司是否和我酒店有信贷协议。如果有,要求预定人以传真/电子邮件方式将公司付款说明在客人到店前传至酒店;有总经理,财务部总监事先批准的除外。任何特殊安排要以书面形式通知前台/信贷经理。传真要用印有公司名称的信纸,并包括以下内容:

•    Company or Travel Agent name and address公司或旅行社名称,地址

•    Contact name, Telephone, fax and e-mail contacts联系人姓名,电话,传真和电子邮件

•    Name of guest(s) 客人姓名

•    Arrival and departure dates抵离日期

•    Order/voucher number订单号码

•    Precise details of what the Company/Travel Agent is paying for准确列明公司/旅行社支付的项目

(C.)      Guaranteed Reservations and Cancellations担保预定及其取消

    Guaranteed all night Reservations and reservations secured by advance deposit will be held until check out time.
所有担保预定和已交押金的预定要保留到离店日期。

    To secure a Guaranteed All Night Reservation there will be an advance deposit in cash, company cheque, Remittance or one of the following:
所有担保预定要以现金,支票,汇款方式交付押金或按以下任一情况操作:

•    An acceptable credit card number will be requested in case the guest fails to cancel the reservation by 18:00 PM.
要求提供一个可接受的信用卡号码以防客人在下午6点前没有取消预定。

•    Company name, address and telephone number where the company has a signed agreement with InterContinental Hotels Group to guarantee payment
获得公司名称, 地址和电话号码,如果该公司与我集团有担保协议。

•    A travel agent ARC/IATA number with guarantee status
旅行社的IATA 号码。

•    Prior to billing a no-show, the hotel will check with HOLIDEX Plus to verify the reservation was not cancelled by the Central Reservations Office.
在收取违约费用前, 酒店要与 HOLIDEX Plus 联系以确保客人没有取消预定。

(D.)    Priority Club Rewards Reservations优悦会员预定

    Where the Service Centre contacts the hotel regarding Guaranteed Room Availability for Platinum level members because no booking could be make via the Central Reservations Office (CRO), travel agents or the Internet, the following standards apply:
如果通过其他途径无法预定,而服务中心又来电为优悦Platinum级会员预定, 按以下步骤操作:

•    The reservation will be made whilst the Service Centre is on the line
立即在线和客服中心人员为客人做预定

•    Service Centre will provide the member’s room preference and credit card number
客服中心人员提供客人喜欢的房型及信用卡号码

•    Service Centre will then be provided with the confirmation number, this will then be passed on to the member in a written confirmation
告知客服中心人员确认号码,随后书面通知优悦会员

(E.)    After Hour Credit Request正常工作时间外的挂帐申请

    During after hours, details for any credit inquiries should be logged in the Duty Manager’s logbook and handed over to the Credit Manager the following morning. Under no circumstances should the RESERVATIONS manager or a Reservations Agent authorize credit facilities.
正常工作时间外的挂帐申请,值班经理要详细记录在交班本上,并于次日早上交给信贷经理。任何情况下,预定部经理或员工都不可以答应客人的挂帐要求。


(F.)    Accounts Without Credit Facilities无信贷协议的公司

    Upon confirmation of booking, the Company/Travel Agent for the account is required to prepay the total room charges.  
确认预定时, 公司/旅行社要预付房费。

    The deposit in cash must be paid in full at least at the guest’s arrival.
全额现金付款至少要在客人到店时收到。

    The deposit in company cheque must be paid in full at least 5 working days prior to the guest’s arrival, unless the Sales Manager agrees.
如果没有销售经理的同意, 全额支票付款要在客人到店前5个工作日支付。

    Deposits can be paid into the hotel’s bank account. The deposit must be made in full at least 24 hours prior to the guest’s arrival.
预付款可以汇进酒店银行帐户。全额预付款至少要在客人到店前1个工作日到帐。


(G.)    Arrival list verification预抵客人名单的核查

    The reservation form, including any related correspondence should be filed alphabetically by date of arrival. A day before arrival, the Reservation Supervisor should recheck each reservation correspondence with the details entered into PMS before the final arrival list is printed out. This check is performed to ensure unfailing accuracy of the reservation record.
预定单,包括其他资料要按到店日期以字母顺序排列。在到店前一天,预定主管在打印到店报告之前要将预定资料和系统逐一核对。此步骤可以确保预定资料和系统中的信息准确无误。

    In the event a fax or e-mail reservation request is received incomplete in respect to the above-mentioned details, every effort should be made to obtain such information prior to guest’s arrival. A trace should be left on the reservation to alert the Front Office Agent to request further details. This is especially important in respect of billing instructions.
若收到的传真或电子邮件的信息不全,要尽快与客人取得联系,在客人到店之前,获得所有需要的信息。预定部要给前厅留言,便于跟进获得所需信息。尤其是付款信息要提前获得。

    On Fridays, the correspondence for Saturday and Sunday should be updated to ensure that there would be no queries during the weekend.
每周五, 要核查周六和周日的预定资料,确保在周末的时候不会有任何问题发生。



(2.)    Front Office前厅部

Note: The Front Office procedures in this section only go so far as those that interrelate with the Credit Department. For Front Office operational procedures, reference should be made to the Front Office manual.
注:本政策的操作程序只涉及与信贷部门有关的内容。前厅部的具体的操作程序请参阅前厅部门的工作手则。

(A.)    Check-in Procedures办理入住程序

    The check-in procedure is critical to the effective control of credit. Front Office Agent should request all guests to complete the registration card. This must include the passport or identity card number, complete address, telephone & fax number, e-mail address and payment arrangement.
入住程序对于风险防范至关重要。前厅员工邀请所有登记客人完整填写入住登记卡。其中包括护照或身份证号码,详细地址,电话及传真号码,电子邮件地址和付款方式。

    The guest should be asked how the account is to be settled, if no prior information has been given. 
如果事先没有安排,一定要与客人确认付款方式。
(I.)    Personal Account - Credit Cards个人帐户 - 信用卡
International Credit Cards: 国际卡
      
•    Ask the guest to present the Credit Card and swipe the card on BMP or EDC system.
请客人出示信用卡并在BMP或EDC系统上刷卡。

•    Key in the amount to be pre-authorized .
输入预授权金额。

•    Ensure that the signature on the Registration Card is the same as on the back of the Credit Card before returning the card to the Guest.
在还给客人信用卡之前要核对信用卡背面的签字是否和登记卡上的签字相符。

•    Double check the expiry date on the credit card to ensure that the credit card is valid throughout the period of the guest’s stay.
仔细核对客人住店期间是否在信用卡的有效期之内。

•    When BMP/EDC system is not in operation, take the manual imprint sales slip of the credit card, request the guest’ signature on the slip and get the pre-authorization by telephone or from BMP/EDC system after the guest is checked in to the room.
若BMP/EDC系统暂时不可使用,手工压卡并请客人在手工签购单上签字,通过电话要授权或等系统恢复后在系统中要预授权。

•    Return the credit card to the guest after processing.
完成以上步骤后,归还客人信用卡。

•    File the Registration Card, credit card imprint and any other supporting correspondence and documents. 
将登记卡, 信用卡手工签购单或预授权单以及其他资料一起放入客人的帐卡夹中。

•    Should authorization not be granted by the credit card center, the Front Office Agent must immediately notify the guest and request for alternative settlement of hotel charges, i.e. other credit cards or cash payment. The procedures should be adhered to.
若信用卡不能获得预授权,前厅员工要立即与客人取得联系,要求客人改用其他方式付款,如其他信用卡或现金等。 一定要严格按照此步骤执行。

Local Credit Cards:本地卡
   
All Local Credit Cards are accepted: 所有本地卡都可以收取:

•    Ask the guest to present his Credit Card. Swipe the card to get pre-authorization and take the manual imprint sales slip of the credit card.
请客人出示信用卡,刷卡取得预授权同时手工压卡在手工签购单上。

•    Request the guest’s signature on the manual sales slip.
请客人在手工签购单上签字。

•    Ensure that the signature on the manual sales slip, on the Registration Card is the same as on the back of the Credit Card before returning the card to the guest.
在还给客人信用卡之前,核对手工签购单上的签字,登记卡上的签字和信用卡上的签字是否一致。

•    Double check the expiry date on the credit card to ensure that the credit card is valid throughout the period of the guest’s stay.
仔细核对客人住店期间是否在信用卡的有效期之内。

•    Return the credit card to the guest after processing.
完成以上步骤后,归还客人信用卡。

•    File the Registration Card, credit card imprint and any other supporting correspondence and documents. 
将登记卡, 用卡手工签购单或预授权单以及其他资料一起放入客人的帐卡夹中。

•    Should authorization not be granted by the credit card center, the Front Office Agent must immediately notify the guest and request for alternative settlement of hotel charges, i.e. other credit cards or cash payment. The procedures should be adhered to.
若信用卡不能获得预授权,前厅员工要立即与客人取得联系,要求客人改用其他方式付款,如其他信用卡或现金等. 一定要严格按照此步骤执行。

Thirty Party Credit Cards: 第三方信用卡付款

•    The owner of the card to bring the credit card to the Front Office and fill in the Payment Authorization Form. Approval by signed letter of fax from the cardholder is unacceptable. 
持卡人带卡到前台并当面填写第三方付款授权书。不可以接受持卡人传真来的授权书。

•    The Front Office Agent will take a pre-approval based on the estimated total guest spend.
前厅员工根据预算消费金额要预授权。

•    The owner of the card will be required to sign the pre-approved credit card voucher in person.
持卡人要在已经取得预授权的签购单上签字。

•    If during the guest’s stay the folio total exceeds the pre-approved amount, the above process (1-3) will be repeated.
若在客人住店期间消费金额超过预授权金额, 重复(1-3) 步骤。

•    If process 1-3 can’t be carried out by the cardholder, alternative payment method will be requested. I.e. cash, remittance, Company Cheque or other person’s credit card.
如果持卡人不能完成以上步骤,请客人改用其他付款方式。如现金,汇款,支票或本人的信用卡等。

•    Any exceptions will be approved by General Manager, Director of Finance & Business Support.
如有例外,要有总经理,财务总监的批准。


(II.)    Personal Account – Cash个人帐户  - 现金

    Should a guest with a reservation not wish to pay by credit card, the Front Office Agent must inform the guest that he will be required to pay a deposit:
若客人在预定时不愿意用信用卡结算, 前厅员工要告知客人交押金。

•    The Deposit is equivalent to Room Rate inclusive of taxes and service charge multiply by the number of room nights plus 50% .  
押金金额为房费加服务费的和乘以入住天数后再加50%。

•    His account is to be settled in full upon check out. Should the guest’s account balance exceed the deposit, the guest will be requested to make an interim payment and settle the balance upon departure.
离店时要结清所有余额。若客人在住店期间消费金额超过押金金额,要立即请客人续交押金,并于离店时结清所有余额。

(III.)    Walk-in Guests无预定客人

    A deposit equal in multiples of the room rate by the number of days involved plus 50% is required from a walk-in guest.
无预定客人的押金金额同样为房费加服务费的和乘以入住天数后再加50%。

    Requests to bill a company or third party will normally not be accepted. If the Duty Manager decides that the reasons are sufficiently valid to accept a guest in this category, he/she will prepare a brief report summarizing the facts and submit it to Credit Manager for further follow-up.
无预定客人不可以挂帐或由第三方支付其消费。若值班经理确认客人可以挂帐或由第三方付款,他要简要说明情况并转交信贷经理去进一步跟进。

     Exceptions may be made for very regular guests.
酒店熟客可以例外。

(IV.)    Company Account公司帐户

    If the guest indicates that the account is to be paid by a company or third party, the Front Office Agent will ascertain the validity of the statement, i.e. the company has approved credit, the guest is carrying an approved voucher, there is a fax on file approved by the credit department confirming that the guest’s account is to be passed to a company.
若客人声称公司或第三方支付其酒店消费,前厅员工要进行核实,如:该公司是否有信贷协议,客人是否持有有效的订房单,在预定资料中已经有公司的付款传真并已经由应收部门确认。

    The Front Office Agent will ascertain whether any limitations exist i.e. the party to be billed will only pay room, tax etc. and if so, will verbally advise the guest of these limitations. If the guest disagrees with the limitations, the Front Office Agent will refer the guest to the Duty Manager. If he concurs a method of payment will be secured for extras.
前厅员工要核实公司支付何种费用;如:只支付房费等,在此情况下要口头与客人确认。若客人有任何异议,前厅员工要报告值班经理。请客人为自付费用交押金。

    The deposit for extras is RMB500.00 per person per day.
自付费用押金为每人每天人民币500元。

(V.)    Airline/Travel Agent Voucher航空公司/旅行社订房单

    If the guest produces a travel agent voucher, airline voucher or other payment document, the Front Office Agent will verify that the document is an agreement to pay as opposed to a request for a reservation is valid and is accepted by the property. The original voucher will then be attached to the registration card. The Front Office Agent will inform the guest of any limitation specified on the voucher (such as room and tax only), will secure a method of payment for extras.
若客人持航空公司/旅行社订房单或其它付款凭证,前厅员工要确认其是本酒店认可的有效的付款凭证。订单原件要订在登记卡上。前厅员工要口头与客人确认此付款凭证支付何种费用并请客人为自付费用交押金。

    The deposit for extras is RMB500.00 per person per day.
自付费用押金为每人每天人民币500元。

(B.)    Procedures to be Followed During the Guest’s Stay客人住店期间的风险防范

    It is the responsibility of the Front Office Manager to check the “Guest In-House-By Room” report on a daily basis. All in-house guests should have sufficient cash deposit or credit card verification to cover the expenses incurred during their stay. 
前厅部经理负责每日核查“住店客人报表”。逐间检查客人的押金或信用卡预授权金额是否充足。

•    Print the Guest INH-By Room Report from the PMS System around 2 pm Daily, as the morning report will include the guests who suppose to check out in the morning. 
每日下午2点打印“住店客人报表”,因为晨报将包含当日早上会结帐离店的客

•    Using the report, the FOM will review each guest’s account balance and the credit limit.  If the Credit limit is exceeded or is estimated to be exceeded, the FOM will request the Assistant Manager to obtain credit pre-authorisations on Credit Cards or a cash payment from Cash Only guests.
用此报表,前厅经理将逐间检查客人余额。若客人的消费超过或预计超过押金余额或与授权金额时, 前厅经理将让值班经理追加预授权或请客人续交押金。

•    All actions taken should be noted on the report. This report should then be submitted, on the same day, to the Credit Manager for review.
在报告上标明所有采取的措施。此报告在当天转交信贷经理。

•    It is the responsibility of the Credit Manager to check that all the appropriate actions have been taken, and to initiate any further actions deemed necessary to obtain the payment.
信贷经理负责核查是否采取了必要的措施,并提议是否采取进一步措施。

•    The FOM will be responsible to carry out any instructions from the Credit Manager.
前厅经理负责实施信贷经理提出的行动措施。

•    Credit Check Reports will be filed for a period of two months by the Credit Manager.
信贷经理负责对该报告存档两个月。


(C.)    Check-out Procedures办理结帐程序

    Front Office Agent should verify that the originally established payment arrangements are not changed. For example, a guest who advised payment by a credit card or cash upon check-in, may request upon checkout to pay with a cheque or have the bill sent to his company. Any problems should be immediately brought to the attention of the Duty Manager.
前厅员工要确保客人没有更改在入住时同意的付款方式。例如,客人入住时同意用现金或信用卡结算,在结帐时要求用支票结算或挂公司帐。如有此问题要立即报告值班经理。

    Guests should sign credit card vouchers upon checkout.
客人离店前要在信用卡签购单上签字。

    If guests check out from the guest’s room or agree that they may leave the property without checking out, the guests must be asked to sign the pre-approval credit card voucher and fill in the “Instant Check Out Authorization Form (Appendix F)”.
若客人选择在房间结帐或离店后用预先留下的信用卡结帐,客人必须要在已经取得预授权的手工签购单上签字并填写 “快速结帐授权书 (附件 F)”。

    For payments by voucher (travel, airline etc.), the Front Office Agent will scrutinize the voucher to be sure the guest’s charges are covered and request that the guest pay for all incidental charges not specifically mentioned on the voucher.
若用订房单付款(旅行社,航空公司等),前厅员工要仔细核对订房单上说明的付款项目,并要求客人付清所有自付项目的消费。

    For payments by company, the guests should be asked to sign on the bills to indicate they acknowledge the charges.
若是公司付款,客人要在帐单上签字以证明其承认所有消费。

    If a guest is due a refund at checkout i.e. his advance deposit exceeds his total charges, he will be refunded in the way the deposit was paid i.e. if his deposit was paid by cheque, he will not be given a cash refund, the refund will be by cheque.
若需要退还余额,即客人的消费金额小于押金金额,要用与其押金支付方式相同的方式退还。即押金是用支票支付的就退支票,而不能退现金。

    Front Office Agents are not expected to resolve complex billing arrangements with guests, not should they enter into controversial discussions with guests. All unusual problems should be referred to the Duty Manager.
前厅员工不要在客人有争议时或提出复杂的付款要求时自行解决问题。如有此问题要立即报告值班经理。

(D.)    Late Charge追帐
   
    Every guest should be asked upon their departure if they have used any of the outlets recently, i.e. breakfast, or if they have consumed any items from the mini bar. If the guest declares any charges that have not been posted, the Front Office  Guest Service Officer (GSO) should contact the outlet and ask them to post the charge immediately. If there is not sufficient time to do so the GSO must manually post the charges prior to settling the account.
客人结帐时要询问客人是否刚签过帐单,如早餐,或是否用过客房小酒吧。如果客人申明有签单但还未被录入系统,前厅员工要与餐厅联系要求其立即入帐。若时间紧迫,前厅员工可以手工入帐。

    All late charges under RMB100.00 should be written-off. 
人民币100元以下不做追帐,直接冲减。

    For guests paid by credit card, any charge over RMB100.00 should be late charged to the guest’s credit card.
若客人用信用卡结帐, 超过人民币100元的消费要通过信用卡追帐。

    For guests paid by company, all bills should be posted to the guests’ account and transferred to Accounts Receivable.
若客人是挂帐, 直接入进客人的帐户后转应收。

    No late charge for guests paid in cash.
现金付款的客人不做 查看全部

Objective 目标:

此政策是信贷控制最重要的工具;充份诠释信用政策,使其适合每一个酒店的要求,定期对其进行更新并使所有相关部门了解,包括预定、前台、市场部、财务部、餐饮部及应收帐组。

以下为信用政策。


Content  目录:

1.    Credit Committee & Credit Meeting 信贷委员会及信贷会议    4
(1.)    Credit Committee信贷委员会    4
(2.)    Monthly Credit Meeting信贷会议    4
2.    Credit Applications 信贷申请    5
3.    Credit, Charge & Billing Procedures信贷, 计费及发单程序    9
(1.)    Company公司    9
(2.)    Groups团队    10
(3.)    Credit Cards 信用卡    11
(A.)    International Credit Cards国际卡:    11
(B.)    Local Credit Cards 本地卡:    11
(4.)    Personal/Company Cheque个人/公司支票    12
(A.)    Personal Cheque 个人支票    12
(B.)    Company Cheque 公司支票    12
(5.)    Travelers Cheques & Foreign Currencies旅行支票及外币    14
(A.)    Travelers Cheques 旅行支票    14
(B.)    Foreign Currencies 外币    15
(6.)    Third Party Billing第三方付款    15
(7.)    Personal Account个人帐户    15
(8.)    Travel Agents旅行社    15
(A.)    No Credit 无信贷协议    15
(B.)    With Credit 有信贷协议    16
(9.)    Rates and Charges价格与计费    17
(10.)    Staff Ledger 员工挂帐    17
(11.)    Long Staying Guest长租户    18
(12.)    No-Show Charges应抵未抵客人的收费    19
(13.)    Skippers逃帐    19
(14.)    Credit Card Refunds信用卡退款    19
(15.)    Cheques Received by Mail邮寄支票    20
(16.)    Cash Advance提现    21
4.    Departmental Responsibilities部门职责    22
(1.)    Reservation预定部    22
(A.)    Reservation Procedure预定程序    22
(B.)    Accounts with Credit Facilities有信贷协议的公司    24
(C.)    Guaranteed Reservations and Cancellations担保预定及其取消    24
(D.)    Priority Club Rewards Reservations优悦会员预定    25
(E.)    After Hour Credit Request正常工作时间外的挂帐申请    25
(F.)    Accounts Without Credit Facilities无信贷协议的公司    26
(G.)    Arrival list verification预抵客人名单的核查    26
(2.)    Front Office前厅部    27
(A.)    Check-in Procedures办理入住程序    27
(I.)    Personal Account - Credit Cards个人帐户 - 信用卡    27
(II.)    Personal Account – Cash个人帐户  - 现金    30
(III.)    Walk-in Guests无预定客人    30
(IV.)    Company Account公司帐户    30
(V.)    Airline/Travel Agent Voucher航空公司/旅行社订房单    31
(B.)    Procedures to be Followed During the Guest’s Stay客人住店期间的风险防范    31
(C.)    Check-out Procedures办理结帐程序    32
(D.)    Late Charge追帐    33
(3.)    Food & Beverage餐饮部    34
(A.)    Outlets餐厅    34
(B.)    Banquet宴会    36
(I.)    Individual Guests 个人    36
(II.)    Companies 公司    36
(III.)    Cash/Credit Card 现金/信用卡    37
(IV.)    Bank Transfer 银行转帐    37
(V.)    Advance Deposit Payment 预付定金    37
(VI.)    Cancellation Policy 取消政策    38
(4.)    Sales & Marketing 市场销售部    39
(5.)    Accounts Receivable 应收帐    40
(A.)    Bills & Collection发单及收帐    40
(B.)    Bad Debts Procedures坏帐处理程序    41










Appendices 附件

A.    Application for Credit Facility 信贷申请
B.    Credit Application-Approval Letter信贷申请回复函-同意
C.    Credit Application-Rejection Letter信贷申请回复函-不同意
D.    Payment Authorization Form第三方付款授权书
E.    Skipper Report逃帐报告
F.    Instant Check Out Authorization Form快速结帐授权书
G.    1st Reminder Letter第一封催款信
H.    2nd Reminder Letter第二封催款信
I.    Final Reminder Letter最终催款信
J.    Write Off Form坏帐冲销申请


Procedure 程序:

1.    Credit Committee & Credit Meeting 信贷委员会及信贷会议

(1.)    Credit Committee信贷委员会

    The Hotel Credit Committee consists of:
                    酒店信贷委员会由以下人员组成:

A)    General Manager总经理
B )    Director of Finance and Business Support 财务总监
          C)    Credit Manager 信贷经理

    总经理主要负责建立有关信贷的规章制度. 在总经理的授权,在财务总监的指导下,由信贷经理负责监督具体的实施. 在具体的工作中,要特别注意遵守本政策中的规章制度。

(2.)    Monthly Credit Meeting信贷会议

      信贷会议每月召开一次,时间及地点要提前一周通知有关的参会人员。

     会议的主要内容是察看应收帐龄分析报告, 超过30天未付款的帐户及其他问题帐户。 如有需要,以下参会人员将负责跟踪解决问题。

     Attendees at the meeting should be参会人员:
•      General Manager  总经理    
•    Director of Finance and Business Support财务总监    
•    Assistant Director of Finance财务副总监
•    Director of Rooms客务部总监    
•    Director of Sales & Marketing市场销售总监
•    CMD /Conference Manager会议销售经理
•    Director of F & B餐饮部总监
•    Front Office Manager前厅部经理
•    Credit Manager信贷经理

    应收帐龄分析报告将在会上分发并具体讨论超过60天的未付款帐户。会议将做出是否采取法律手段追讨欠款,是否需要其他酒店或公司的协助,是否将客人列入黑名单,是否拒收旅行社订单等有关决议。有些决定,因时间关系,将由财务总监根据实际情况,直接吩咐信贷经理去实施完成。

    任何其他情况导致收帐困难的问题,也在会上提出,以便管理层及时做出决定,采取相应的措施,以防止问题进一步恶化。

    信贷会议上也要对信贷政策进行定期的核查,任何与实际操作有悖的条款要及时讨论。

    信贷经理负责会议记录。会议记录包括会议讨论的问题,采取的措施以及负责跟踪解决问题的部门及个人。

    会议纪录将在会后及时分发给所有参会人员。每次信贷会议将回顾上次的会议记录,核查有关责任人是否跟踪解决问题。

2.    Credit Applications 信贷申请

所有公司, 个人, 旅行社提出在酒店内部的宴会,会议,餐饮消费及客房消费挂帐由公司支付的,如果没有信贷协议,都需要事先填写信贷申请(附件A)。  信贷经理将负责有关调查并通知申请人结果。

客人将在提出申请的7天后被告知结果。

    客人提出挂帐申请后,要先在系统中检查该公司是否已经有信贷协议。若客人已经有信贷协议,则不需要再填写信贷申请。

    若客人没有信贷协议, 要求客人填写信贷申请。

所有部门总监及销售经理可以向客人发放信贷申请。会议经理将负责会议及宴会的挂帐申请。信贷经理将负责接听打到财务部的有关信贷方面的咨询电话。

    会议经理要负责确保客人在宴会前的14天将填好的信贷申请返还酒店。若信贷申请没有按时送回,则视为客人放弃信贷申请。

所有填好送回的信贷申请要在申请信贷有效起始日的前14天送到信贷经理。宴会及会议申请要附上会议经理提供的预计消费总额。

若客人的预定时间和消费时间非常接近,并提出挂帐申请,会议经理要请客人立即填写信贷申请并马上送至应收部去调查审批。为了能使信贷协议顺利得到审批,所有信息要填写完整。

注意:宴会消费 – 如果没有永久的信贷协议,每次宴会要分别申请临时信贷协议.   原则上, 所有宴会都要全额预付.

    信贷经理将联系客人提供的信用证明单位进行信用调查。

    信贷经理将根据调查结果给出初步意见。

    根据不同的信贷金额,将由不同的领导审核签字.  具体金额如下:

RMB 0.00 – 20,000:    Director, Finance & Business Support 
      RMB 20,000 plus:     Director, Finance & Business Support and General Manager

人民币 0.00 – 20,000元:    财务部总监 
人民币 20,000元以上:     财务部总监及总经理

    信贷协议获得批准后, 信贷经理将给该公司在系统中建立应收帐号,并记录在信贷申请上。

    除特殊情况外,本地公司或旅行社的帐期为30天。根据实际情况,有些公司或旅行社可能会被要求支付押金,以便信贷申请获得审批。

    所有签署信贷协议的旅行社要提供本旅行社的订房单样本。若前台服务员发现客人提供的订房单与该旅行社提供的样本不符,要上报当班主管,前厅部经理或信贷经理去做进一步核实。

    审批结果要通知客户。以下人员负责通知客户:

Conferences会议      :          CMD or designate会议经理或其指定人员
    Functions宴会        :        CMD or designate会议经理或其指定人员
         Permanent Accounts永久协议:    Credit Manager信贷经理
                         
    因海外公司范围太广, 要采取以下措施以防止坏帐:

销售部总监或副总监要向信贷经理提供由海外销售办公室提供的海外申请人的资信情况说明。 本步骤适用于与海外公司签定的任何合同。

若海外销售办公室不能提供资信证明,海外申请人需交预付款或押金。

    
对于政府机关或大使馆, 无需填写信贷申请。但是, 需要其提供书面担保函,以便审批。

    Credit Applications will be filed by the Credit Manager.
信贷经理负责对信贷申请进行存档保管。

    The Credit Manager will forward a copy of all approval letters (Ref. Appendix B) for accommodation accounts to Reservations, Sales and Front Office.  A list will also be compiled and updated on a monthly basis advising of those clients who have permanent accommodation or function Credit facilities with the Hotel.
信贷经理将把已经签署的房费挂帐信贷协议批准回复函 (附件 B) 复印给预定部,销售部和前厅部。每月一份包含所有已经签署永久信贷协议的公司名单将分发给有关部门。

    Credit facilities declined (Appendix C) will be advised by Department Heads nominated in above.  An alternative form of payment must be requested by that Department Head.  In most cases, full advance deposit would be required.
信贷协议拒绝回复函 (附件 C) 将由上述列出的人员通知客户。并要通知客户采取其他付款方式。大多数情况下,要求客户提前预付所有费用。

    Credit Department will then update the credit listing and circulate the departments concerned once every month.
信贷部门要每月提供最新的名单并分发给各有关部门。

3.    Credit, Charge & Billing Procedures信贷, 计费及发单程序

(1.)    Company公司

    Reservations/Front Office shall not accept any credit arrangement for billing back to the company without written confirmation of authorization form the party accepting responsibility for payment. 
预定部/前厅部在没有付款公司的书面确认的情况下,不可以同意客人的挂帐要求。

    It is imperative, therefore, that prior consultation with the Credit Manager is made to determine the status of the account before agreeing to such credit arrangement.
因此,在实际工作中,及时询问信贷经理就显得非常重要。

    A letter of undertaking should be requested at the time of reservation. If the letter is not available, the guest should be referred to the Front Office Manager/Duty Manager who will then commence investigations. The guest would then be required to produce their credit card for verification purpose during the investigation period. In the event that company denied undertaking, the charges would be processed into the credit card.
在预定阶段就要向客户索要公司担保函。若无担保函, 要报告前厅经理/值班经理跟进。在此期间,客人要先用自己的信用卡进行担保。若公司拒绝付款,则所有费用由客人自己承担。

    It must be noted the type of expenses, whether accommodations and/or incidentals in the letter of undertaking.
要特别注意公司担保函中确认的为客人支付的是何种费用,如房费或房杂费。

    Where the letter of undertaking does not cover all charges, the guest should be notified and ask how the settlement of the personal charges will be made and then follow the procedures during check-in, either cash deposits and/or credit card verification.
若公司不是支付所有费用, 在客人登记入住时,要告知客人并与客人确认如何支付个人费用, 是支付现金押金或是信用卡。

    Unless the letter of undertaking is received, with company in credit status, no routing should indicate billing back to company.
即使公司有信贷协议,在没有担保函的情况下, 也不可以同意客人挂帐。

    All guest invoices must be signed by the guest indicating full responsibilities for the charges incurred to avoid any dispute by the company and/or the guest in future.
所有帐单都要请客人签字,以证明客人对所有消费的认可,防止客人或公司日后有任何异议。

    
前厅负责保管好客人在住店期间的所有的小单 (帐单, 票据等)直至客人离店。这样可以方便客人在住店期间随时核查消费并减少结帐时的排队现象。客人离店后,所有小单,连同担保函及客人签字的帐单一并交到财务部。

(2.)    Groups团队

    In some instances, companies will make reservation for a group of rooms (e.g. conference). In the event of such group bookings (i.e. 5rooms or more), special credit policies will apply on a case-to-case basis.
有些时候, 公司会预定很多房间 (如会议)。在团队预定的情况下(即5间房或上),要根据实际情况采取不同的信贷政策。

    
前厅部, 销售部, 预定部和餐饮部在没有接到付款公司的担保函或确认函之前,不可以同意任何挂帐请求。只有有信贷协议的公司或旅行社才可以挂帐。在确认之前, 要将客人的预计消费总额通知信贷经理,以确保没有超过信贷限额。若超出信贷限额,超出部分客人要交押金。

    
在客人离店时,要特别注意团队主帐单, 即需要发给公司付款的包含所有公司需支付项目的帐单。在转交财务部前,值班经理/前厅经理要负责确保所有收费项目与团队资料上一致且签字齐全。确保客人在离店前结清所有个人消费。对于没有消费的餐饮项目不可以留到以后消费或退款。

(3.)    Credit Cards 信用卡

The following international/local credit cards are accepted ::
以下信用卡可以在使用:

(A.)    International Credit Cards国际卡:

Visa, MasterCard, American Express, JCB, Diners Club

(B.)    Local Credit Cards 本地卡:

All local credit cards 所有本地卡

    信用卡的收受取决于酒店和有关信用卡公司签署的协议。要严格遵守信用卡公司的条款,尤其是要取得预授权以防止在日后信用卡公司支付时出现麻烦。

    The following procedures are to be adhered to when approved credit card holders wish to charge the hotel expenses to their credit card:
当客人要用信用卡支付费用时,要遵守以下步骤:

•    Examine the card carefully, ascertaining that it is issued to the guest himself and that the expiry date is still valid. An authorization code should be obtained during check-in from the credit card center, in case of fraudulent cards.
仔细察看卡面,确认是客人本人的信用卡且在有效期内。向信用卡公司要预授权,以防止信用卡欺诈行为。

•    A swipe of the credit card should be done for a proper sale/offline instead of a manual keying to the BMP system or EDC machine. This is to capture more information to prove his presence.
要在BMP,EDC机上通过刷卡做销售或取得预授权,以取代在BMP,EDC机上通过手工输入卡号来进行以上交易。此步骤既可以使信用卡中心获得更多资料又可以证明客人实际到店。

•    The Front Office Agent/Outlet Cashier is to ensure that the guest signed on both the credit card charge slip and the invoice to avoid future discrepancies. Verification of the signature against that on the credit card is extremely important as most of the loss due to fraud result from failure to verify signatures.
前厅/餐厅收款员要确保持卡人在签购单和帐单上都签字,以防日后有任何异议。仔细核对信用卡上的签字和帐单/签购单上的签字,因为大部分诈骗之所以得逞,主要是收款员没有核对签字。

•    In case of the unavailability of an approval code, the Front Office Agent will have to call the respective authorization center immediately to obtain an approval code manually.
若不能取得预授权,前厅收款员要通过电话与信用卡中心联系取得预授权。

(4.)    Personal/Company Cheque个人/公司支票

(A.)    Personal Cheque 个人支票

Under no circumstances should the Front Office Agent be allowed to accept from the guests, their personal cheques for settlement of the hotel charges.
无论在任何情况下,都不可以接收客人的私人支票。

(B.)    Company Cheque 公司支票

•    Company cheque can not be accepted unless it is pre-approved by management or the Sales Manager.
无酒店管理层或销售经理的同意,不可以接收公司支票。

•    Walk in guest can not use company cheque as a payment or guarantee method.
无预定客人不可以用公司支票做为付款或担保方式。

•    In-house guest can not change his/her payment method to company cheque upon check-out.
住店客人不可以在结帐时将其他付款方式改为公司支票。

•    Company cheque can not be folded or spoiled.
公司支票不可以折叠或损坏。

•    The date and amount on the cheque should be correct.
票面日期、金额等必须正确。

•    The expire date is the tenth day from the date on the cheque.
支票有效期至从票面日期起的第十天。

•    The payee’s name should be 【Hotel Bank Account Name:】
收款人名称为【酒店银行帐户名称:】。

•    The ordinary form of a Chinese numeral should match with the capital numeral.
金额大小写要一致。

•    There should be no corrections on the company cheque.
票面不可以有涂改痕迹。

•    Company cheque can only be filled in by special ink pen (signature pen).
公司支票要用签字笔填写。

•    The company chop and personal chop on the face of the company cheque should be legible.
票面上的公司章及个人名章要清晰可辨认。

•    The endorsement includes the contact person’s name and telephone number. 
背书要填写公司的联系人及电话号码(只能写在背面框线外部)。

•    If the cashier fails to follow up the above procedure and causes the return of the company cheque, the department manager will be responsible for monitoring the cashier to exchange the company cheque.
若因收款员未按以上步骤操作造成退票, 相关部门经理负责监督该收款员换回支票。

•    If the company cheque did not exchange within 3 days, the department manager will contact the Sales Manager who is responsible for the account to exchange the returned cheque together.
若3天后还未换回支票, 相关部门经理要联系负责此公司的销售人员共同换回支票。

•    If the company cheque did not exchange within 7 days, the Credit Manager will be informed. The Credit Manager will report to the Director, Finance & Business Support if it is necessary.
若7天后还未换回支票, 应通知信贷经理。信贷经理将视情况上报财务总监。

(5.)    Travelers Cheques & Foreign Currencies旅行支票及外币

前厅员工要掌握辨别真假旅行支票和外币的知识。如果在实际工作中遇到任何疑问,要在接受客人现金或支票前,立即上报当班主管。

(A.)    Travelers Cheques 旅行支票

    Travelers Cheques (TC) may be cashed by the registered guests of the Hotel. In accepting TCs, the following procedures must strictly be adhered to:
酒店只为住店客人兑换旅行支票。在兑换旅行支票时, 要严格按照以下步骤执行:

•    TCs must not have been reported lost or stolen. The Front Office Agent should check against the list of such TCs given by the bank.
旅行支票未曾挂失。前厅员工在兑换旅行支票时要核对银行发出的挂失支票名单。

•    兑换人要在前厅员工面前签字。前厅员工应将此签字与旅行支票上的原始签字进行仔细核对。若签字不符,请客人提供其它身份证明文件。此外,旅行支票上客人的姓名要与登记入住的姓名一致。

•    In addition to the countersignature, the TCs should be examined for the possible requirement of an endorsement on the back of the cheque. 
除签字外, 检查支票背面是否要求背书。

•    只有可兑换外币的旅行支票才可以兑换成人民币。仔细阅读支票上的文字,核查是否有限制规定。如有任何疑问, 立即上报值班经理/前厅经理。

(B.)    Foreign Currencies 外币

    酒店只给住店客人兑换外币。兑换时, 要按照以下步骤执行:

•    前厅员工要确保所兑换货币为酒店允许兑换的货币。

•    仔细核查货币真伪。任何时候,都要用外币验钞机对所有外币进行扫描检测。

•    所有外币兑换交易都要按当地银行的有关要求,开具水单。

(6.)    Third Party Billing第三方付款

若第三方愿意给住店客人支付费用, 付款人要填写第三方付款授权书 (附件 D), 列明被付款人的姓名, 付费项目, 房号, 抵离店日期。前厅员工负责取得付款人信用卡的预授权并要求付款人在手工压卡签购单上签字。若第三方用现金支付,同样要填写此授权书。

(7.)    Personal Account个人帐户

No credit will be granted to any individual without approval from the General Manager, Director, Finance & Business Support.
没有总经理或财务总监的批准,不允许个人挂帐。

(8.)    Travel Agents旅行社

(A.)     No Credit 无信贷协议

    Only Travel Agents with prior credit approval are allowed billing back for their guests. All other Travel Agents’ method of payment will be based on either Pre-payment or Cash on Arrival. The Reservation/Front Office Agent must ensure that full prepayment has been received for all agents on non-credit account before guest is allowed to check-in.
只有有信贷协议的旅行社才可以挂帐。其他旅行社要预付或在到店时付款。对于没有信贷协议的旅行社, 预定/前厅员工要确保为客人办理入住手续前已经收到全额预付款。

    Cheques are NOT ACCEPTED for Cash on Arrival. Any prepayment by cheque should reach the Hotel no later than 5 days prior to arrival, unless Sales Manager agrees it. Therefore, the Reservation/Front Office Agent must ensure that the Hotel has received full prepayment by checking with the Duty Manager or the Credit Manager. Otherwise, he/she will be held responsible for the loss incurred and necessary action will also be taken.
到店付现金的旅行社不可以付支票。用支票支付预付款的,若无销售经理同意,至少要在客人到店前5天到帐。因此, 预定部/前厅部员工要与值班经理或信贷经理确认是否收到全额帐款。否则, 他将承担由此而造成的所有损失并给予相应的纪律惩罚。

    The guest will be FULLY RESPONSIBLE for all the charges incurred should there be no prepayment prior to departure. In such event, the Front Office Agent will have to explain to the guest on the situation and request for their own reimbursement from the Travel Agent direct. This is very imperative especially for “Black Listed” Travel Agents.
若在客人离店前还没有收到帐款,客人将负责支付所有费用。在此情况下, 前厅员工要向客人解释,并告知客人可以要求旅行社退款。对于上了黑名单的旅行社更应严格遵照此程序。

(B.)    With Credit 有信贷协议

    For Travel Agents with credit facilities, the following procedures must be noted by the Front Office Agent:
对于有信贷协议的旅行社, 前厅员工要按以下步骤操作:

•    Guests should be requested to present the travel agent accommodation voucher at check-in time, and this voucher is to be attached to the Registration Card with the correspondence received from Reservation Department.
请客人在办理入住手续时提交旅行社订房单, 此单要和从预定部转过来的其他资料一起订在入住登记卡上。

•    Absence of the voucher must be reported to the Front Office Supervisor for follow up.
若客人没有订房单,立即报告当班主管进行跟进。

•    Double check on the billing instructions on the voucher against that of the reservation correspondence to ensure no discrepancies. This billing instruction should appear correctly on the comment field.
仔细阅读订房单上的付款说明,核查是否和预订资料上的内容有出入。付款说明要准确显示在系统的备注栏里。

•    Upon departure, any other charges apart from that as indicated on the reservation correspondence will have to be settled by the guest.
在结帐离店时, 客人要结清所有自付费用。

•    As the contracted rate between the Hotel and the Travel Agent is strictly confidential, the Front Office Agent must not present the invoice for the accommodation charges to the guest for verification. This invoice should be submitted down to Accounts Department along with the voucher and the reservation correspondence.
因为酒店与旅行社的协议价格是保密的, 前厅员工不可以将由旅行社支付的客人房费帐单交给客人查阅。此帐单应和订房单及其他预定资料一起转交财务部。

(9.)    Rates and Charges价格与计费

    It is the responsibility of the Reservation Manager that correct rates are applied at the point of reservation and the Front Office Manager to ensure the correct and appropriate rates are posted and allocated to all accounts.
预定部经理负责保证客人在预定时采用了正确的房价,前厅部经理负责保证正确的房价每天输入到正确的帐户中。

    It is the responsibility of the Outlet Managers to ensure the necessary back up and correspondence is passed on to the Front Office.
各餐厅经理负责保证客人签署的帐单及其他资料及时转到前厅。

(10.)    Staff Ledger 员工挂帐
    
    An updated list of all staff eligible for city ledger entitlements will be supplied to Accounts Receivable on a monthly basis.
每月应收部将得到一份可以挂帐的员工名单。

    Charges will be posted to the Permanent House Employee Receivable folio at the discounted value of the service provided. 
员工打折后的消费应被输入到在前台开设的专用假房中。

    Employees will have to ensure that the discount is given at the outlet. The first copy of the guest check will be provided to the employee as a record.
餐厅员工要确保消费金额已被打折。将一份帐单交给员工做为凭证。

    Once transferred to A/R, staff members will be invoiced accordingly. 
帐目转到应收后, 员工将被按照帐单金额收费。

    The canceling of Employee Receivables and Laundry privileges is at the discretion of the General Manager and Director of Human Resources.
总经理和人事部总监有权决定是否终止员工的挂帐资格或洗衣优惠。

    City Ledger privileges are only extended to the staff member and their immediate family with the presence of the employee during consumption. (Exceptions may be authorised by the General Manager).
挂帐只适用于员工本人及和他一起用餐的家庭成员的消费。(如有例外需有总经理批准)

    The Front Office Agent will check the correctness of all staff ledgers before city ledger to Accounts Receivable at the pre-agreed time.
前厅员工在按规定时间将员工的挂帐转应收帐时,要确保核对其正确性。

    The Front Office Agent will be responsible for providing the pertaining supporting to Accounts Receivable.
前厅员工负责将有关的明细帐单一并转交应收帐。

    The Credit Manager will send the statements to each individual accordingly.
 信贷经理负责给每个员工发放帐单。

    Staff ledgers are to be deducted from their monthly salary.
员工的挂帐消费从其每月的工资中扣除。

    For resigned employees, as part of the Termination process the Human Resources Department must obtain from Accounts Receivable the balances due from the employee in order that the amount outstanding can be deducted from the termination payment for that employee.  
对于辞职员工, 做为离店手续之一,人事部要从应收帐处索取该员工的挂帐金额,以便从其最后的工资中扣除。

(11.)      Long Staying Guest长租户

Front Office will inform the long staying guests to settle the account at the end of each month at Front Office and the rental for the next month should be paid in advance unless payable in arrears as per contract.
前厅部负责通知长租户到前台支付上月的消费并预付下月的房费租金。依据合同支付
上月租金除外.

(12.)    No-Show Charges应抵未抵客人的收费

    The Duty Manager will distribute the no-show report every morning to the Management. 
值班经理每日早晨将应抵未抵客人报告提交给管理层。

    The guaranteed No-Shows are to be billed by the Front Office Department after the verification of the Management, with a full set of the correspondence attached for submission. 
管理层批准后,由前厅负责对有担保的预定客人收费并将有关资料随信用卡一并上交。

(13.)    Skippers逃帐

    In the unfortunate (and unlikely) event of a Skipper (i.e. a guest who leaves without settling his account), a “Skipper Report (Appendix E)” must be completed immediately by the Duty Manager, explaining the sequence of events leading to the situation, along with detailed explanation by the Front Office Agent.
若不幸发生逃帐 (即客人未结帐就离开酒店), 值班经理要立即填写逃帐报告(附件 E)”, 说明因何而导致逃帐,并附上前厅员工的详细说明。

    The Director, Finance & Business Support, Credit Manager, Front Office Manager and Security Manager are to be informed immediately, and provided with a copy of the report. All relevant documentation should also be forwarded to the Credit Manager for further handling.
同时通知财务总监,信贷经理,前厅部经理和保安部经理并提供逃帐报告。所有资料要转交信贷经理做进一步跟进。

    Details of such should then be updated in PMS as “Blacklist” and marked Skipper by the Front Office Manager.
前厅部经理要在系统中将此客人列入黑名单。

(14.)    Credit Card Refunds信用卡退款

    When a credit card inquiry fax is received, it must be replied within one (1) day. The relevant copy of invoices, folios signed by the cardholder should be faxed to the credit card center or the bank. If the cardholder still denies the charge, it should be passed to the relevant department managers (i.e. Front Office Manager or Outlet Managers) for further investigation.
收到信用卡查询传真后, 必须在1天内予以回复。将持卡人签字的有关帐单传真给信用卡中心或银行。若持卡人仍然拒付, 将有关资料转至相关部门经理(即前厅部经理或各餐厅经理) 做进一步调查。

    Once the department managers decide to refund, the following should be attached and submitted to Credit Manager:
若部门经理决定退款, 需提交以下资料至信贷经理:

•    Report stating reason for refund
退款原因

•    Attachment of initial credit card sales charge slip with cardholder’s name and/or card number
显示信用卡号码的原始收款签购单

•    Rebate Form duly approved/acknowledged by relevant Department Head, whose revenue will be rebated from
有相关部门经理签字的冲减单

•    Any other supporting documents pertaining to the refund (e.g. Guest’s dispute letter)
其他与退款相关的资料 (如客人发出的退款要求信函等)

    The Credit Manager will submit all the documents to the Director of Finance & Business Support for Approval.
信贷经理将所有资料报财务总监审批。

    A record of all credit card refunds and all of the documents should be filed by Accounts Receivable for further inquiry.
信贷经理对所有退款资料予以存档,以备日后查询。


(15.)    Cheques Received by Mail邮寄支票

    Cheques received via the post will be listed on a daily basis by the Executive Secretary. Information included on the sequentially numbered cheque lists will include-Drawer, Cheque Number, Bank Branch & State, Amount.
行政秘书对每日收到的信汇票据进行登记。按号登记的内容包括付款人名称,支票号,银行名称及国家,金额。

    Actual Cheques and the list including all back up and opened envelopes will be given to the General Cashier by the Executive Secretary.
行政秘书将支票,登记表,所有资料及开启的信封交给总出纳。

    The General Cashier will photocopy all the cheques received, and retain these for backing on the same day.
总出纳将支票复印后,于当天存入银行。

    The General Cashier will pass over the list, photocopies of cheques being banked, and supporting documents to the Credit Manager.
总出纳将支票复印件,登记表及相关资料转给信贷经理一份。

    Items listed on cheque list will be reviewed by Credit Manager, ensuring amounts are correctly allocated to A/R accounts, guest reservations, function deposits or Genera Ledger. Credit Manager will provide a copy of any advance deposits for guest reservation to the reservations department in order for the deposit to be processed. 
信贷经理核对支票登记表, 确保正确输入到应收帐客户,客人预订,宴会押金或总帐等相关帐户中。对于预定客人,信贷经理需将一份复印件交给预定部证明客人已经付款。

    Credit Manager will investigate unapplied credits or “mystery” payments by contacting the drawer to determine what cheque payments are for.
对于不明付款,信贷经理要与付款人联系,查询是何种付款。


(16.)    Cash Advance提现

    Front Office Agents may pay out cash advances in refund of credit balances without further approval only when a guest is checking-out. However if the guest has paid the advance using a cheque, the refund from the hotel should be way of cheque.
前厅员工在客人结帐离店时退还其剩余的现金押金时,不需要经过特别批准。但是若客人是支票付款,则退还余额时也要是支票。

    The purchase of services e.g. theatre tickets, parking charges, limousine services, etc. on behalf of guests will be treated as paid-outs. Paid outs are billed to the guest as follows:
代客支付或购买戏票,停车费,租车费等时可以提现。提现根据以下原则入帐:

•    In-house guests on guest folio  住店客人入房帐
•    Banquet functions on master/dummy folio宴会/会议入主帐单

    Paid-outs are only applicable to in-house guests, to be approved as following:
提现只适用于住店客人,并需要经过以下人员批准:


               Amount                                                       Approved By 

Under RMB1,000.00                                          Duty Manager
Under RMB2,000.00                                         Front Office Manager
Under RMB3,000.00                                         Director of Rooms
Above RMB3,000.00                                         Director of Finance & Business Support          
/Resident or General Manager             

金额                                                                            批准人

人民币1,000.00 元以下                         值班经理
人民币2,000.00 元以下                         前厅部经理
人民币 3,000.00元以下                         房务总监
人民币3000.00 元以上                          财务部总监/住店经理或总经理                                                                                        

    If the guest pays by credit card, a handling fee of 5% on the paid outs transaction should be passed to the guest,THE LIMITE MUST BE CONTROLLED UNDER 
RMB 2,000.00.
若客人使用信用卡付款, 需另付提现金额 5% 的手续费,限额必须被控制在人民币2000元。

    All paid-outs/credit card advances etc. should be posted to the guest’s folio to evidence the transaction thus obviating the risk of the guest claiming the transaction was in part or final settlement of his account.
所有提现及信用卡结算要入进客人的帐户中,以防客人声称其信用卡付款是为了支付其它消费项目的。

4.    Departmental Responsibilities部门职责

(1.)    Reservation预定部

(A.)    Reservation Procedure预定程序

    When a new reservation or amendment is received, it is essential that the reservation form/screen on PMS be fully completed.
当接到新预订或更改后, 要确保在预订单和系统中同时输入信息。

    The following information must be obtained:
以下信息必须获得:

•    Family name, middle name and initials. When ever appropriate, also include gender identification. Number of guests including children, company or travel agent, position and address are also important information.
姓名,如果可以,获得客人的称谓更好。包括儿童客人的人数, 所在公司或旅行社,职位和地址等重要信息。

•    Name of Company/Travel Agent公司/旅行社名称

•    Source of Reservation订房来源

•    Arrival information—Date, Time, Flight Details到店信息—日期,时间,航班信息

•    Number of Nights住店天数

•    Departure Information—Date, Time, Flight Details离店信息—日期,时间,航班信息

•    Number of Rooms, Room Type房间数, 房型

•    Rate Code and Rate房费代码和房价

•    Reservation Type and, for Guarantee Reservations, the holding time of the room
预定类型,若是担保预定,保留房间的时间

•    Statistical information. E.g. Market, Local Company and Source of Business
统计信息,即:市场,本地公司和生意来源等

•    Confirmation Number确认号

•    Reservation Agent’s initials wit date and time预定员的姓名缩写及日期和时间

•    Any special request and instructions是否有特殊要求及注意事项

•    Mode of Payment付款方式

•    Other information such as Type of Package, Reasons for Complimentary Room, Newspaper requirement, etc
其他信息,如何种包价,免费原因,是否要报纸等

    To ensure that the right information has been obtained, it is the responsibility of the person who took the reservation to review the details with the caller before ending the telephone conversation. Such information should be correctly input into the PMS to avoid any future discrepancies.
为确保获得正确的信息,预定员有责任和预订人在挂电话前将有关信息确认一遍。所有信息要输入系统中便于日后查询。

    If the system is temporarily out of operation, the guest request will be recorded manually, and the guest informed as soon as the system comes back on line.
若系统暂时不可以使用,先用手工方式接受预定,等系统恢复后在和客人联系。

    Reservations will be held until 1800 hours destination hotel time without a guarantee.
无担保的预定只保留到下午6点。

(B.)    Accounts with Credit Facilities有信贷协议的公司

    If the account is to be billed back to the company, the reservation agent will check while making the booking if the company has a city ledger account. If it does, the caller will be asked to fax/email a confirmation of booking prior to guests’ arrival, unless prior approval is obtained from General Manager, Director of Finance & Business support. Any of such special arrangements should be made known to the Front Office/Accounts Receivable in writing. The fax must be on company letterhead and should include the following details:
若公司为客人付款,预定员要核查该公司是否和我酒店有信贷协议。如果有,要求预定人以传真/电子邮件方式将公司付款说明在客人到店前传至酒店;有总经理,财务部总监事先批准的除外。任何特殊安排要以书面形式通知前台/信贷经理。传真要用印有公司名称的信纸,并包括以下内容:

•    Company or Travel Agent name and address公司或旅行社名称,地址

•    Contact name, Telephone, fax and e-mail contacts联系人姓名,电话,传真和电子邮件

•    Name of guest(s) 客人姓名

•    Arrival and departure dates抵离日期

•    Order/voucher number订单号码

•    Precise details of what the Company/Travel Agent is paying for准确列明公司/旅行社支付的项目

(C.)      Guaranteed Reservations and Cancellations担保预定及其取消

    Guaranteed all night Reservations and reservations secured by advance deposit will be held until check out time.
所有担保预定和已交押金的预定要保留到离店日期。

    To secure a Guaranteed All Night Reservation there will be an advance deposit in cash, company cheque, Remittance or one of the following:
所有担保预定要以现金,支票,汇款方式交付押金或按以下任一情况操作:

•    An acceptable credit card number will be requested in case the guest fails to cancel the reservation by 18:00 PM.
要求提供一个可接受的信用卡号码以防客人在下午6点前没有取消预定。

•    Company name, address and telephone number where the company has a signed agreement with InterContinental Hotels Group to guarantee payment
获得公司名称, 地址和电话号码,如果该公司与我集团有担保协议。

•    A travel agent ARC/IATA number with guarantee status
旅行社的IATA 号码。

•    Prior to billing a no-show, the hotel will check with HOLIDEX Plus to verify the reservation was not cancelled by the Central Reservations Office.
在收取违约费用前, 酒店要与 HOLIDEX Plus 联系以确保客人没有取消预定。

(D.)    Priority Club Rewards Reservations优悦会员预定

    Where the Service Centre contacts the hotel regarding Guaranteed Room Availability for Platinum level members because no booking could be make via the Central Reservations Office (CRO), travel agents or the Internet, the following standards apply:
如果通过其他途径无法预定,而服务中心又来电为优悦Platinum级会员预定, 按以下步骤操作:

•    The reservation will be made whilst the Service Centre is on the line
立即在线和客服中心人员为客人做预定

•    Service Centre will provide the member’s room preference and credit card number
客服中心人员提供客人喜欢的房型及信用卡号码

•    Service Centre will then be provided with the confirmation number, this will then be passed on to the member in a written confirmation
告知客服中心人员确认号码,随后书面通知优悦会员

(E.)    After Hour Credit Request正常工作时间外的挂帐申请

    During after hours, details for any credit inquiries should be logged in the Duty Manager’s logbook and handed over to the Credit Manager the following morning. Under no circumstances should the RESERVATIONS manager or a Reservations Agent authorize credit facilities.
正常工作时间外的挂帐申请,值班经理要详细记录在交班本上,并于次日早上交给信贷经理。任何情况下,预定部经理或员工都不可以答应客人的挂帐要求。


(F.)    Accounts Without Credit Facilities无信贷协议的公司

    Upon confirmation of booking, the Company/Travel Agent for the account is required to prepay the total room charges.  
确认预定时, 公司/旅行社要预付房费。

    The deposit in cash must be paid in full at least at the guest’s arrival.
全额现金付款至少要在客人到店时收到。

    The deposit in company cheque must be paid in full at least 5 working days prior to the guest’s arrival, unless the Sales Manager agrees.
如果没有销售经理的同意, 全额支票付款要在客人到店前5个工作日支付。

    Deposits can be paid into the hotel’s bank account. The deposit must be made in full at least 24 hours prior to the guest’s arrival.
预付款可以汇进酒店银行帐户。全额预付款至少要在客人到店前1个工作日到帐。


(G.)    Arrival list verification预抵客人名单的核查

    The reservation form, including any related correspondence should be filed alphabetically by date of arrival. A day before arrival, the Reservation Supervisor should recheck each reservation correspondence with the details entered into PMS before the final arrival list is printed out. This check is performed to ensure unfailing accuracy of the reservation record.
预定单,包括其他资料要按到店日期以字母顺序排列。在到店前一天,预定主管在打印到店报告之前要将预定资料和系统逐一核对。此步骤可以确保预定资料和系统中的信息准确无误。

    In the event a fax or e-mail reservation request is received incomplete in respect to the above-mentioned details, every effort should be made to obtain such information prior to guest’s arrival. A trace should be left on the reservation to alert the Front Office Agent to request further details. This is especially important in respect of billing instructions.
若收到的传真或电子邮件的信息不全,要尽快与客人取得联系,在客人到店之前,获得所有需要的信息。预定部要给前厅留言,便于跟进获得所需信息。尤其是付款信息要提前获得。

    On Fridays, the correspondence for Saturday and Sunday should be updated to ensure that there would be no queries during the weekend.
每周五, 要核查周六和周日的预定资料,确保在周末的时候不会有任何问题发生。



(2.)    Front Office前厅部

Note: The Front Office procedures in this section only go so far as those that interrelate with the Credit Department. For Front Office operational procedures, reference should be made to the Front Office manual.
注:本政策的操作程序只涉及与信贷部门有关的内容。前厅部的具体的操作程序请参阅前厅部门的工作手则。

(A.)    Check-in Procedures办理入住程序

    The check-in procedure is critical to the effective control of credit. Front Office Agent should request all guests to complete the registration card. This must include the passport or identity card number, complete address, telephone & fax number, e-mail address and payment arrangement.
入住程序对于风险防范至关重要。前厅员工邀请所有登记客人完整填写入住登记卡。其中包括护照或身份证号码,详细地址,电话及传真号码,电子邮件地址和付款方式。

    The guest should be asked how the account is to be settled, if no prior information has been given. 
如果事先没有安排,一定要与客人确认付款方式。
(I.)    Personal Account - Credit Cards个人帐户 - 信用卡
International Credit Cards: 国际卡
      
•    Ask the guest to present the Credit Card and swipe the card on BMP or EDC system.
请客人出示信用卡并在BMP或EDC系统上刷卡。

•    Key in the amount to be pre-authorized .
输入预授权金额。

•    Ensure that the signature on the Registration Card is the same as on the back of the Credit Card before returning the card to the Guest.
在还给客人信用卡之前要核对信用卡背面的签字是否和登记卡上的签字相符。

•    Double check the expiry date on the credit card to ensure that the credit card is valid throughout the period of the guest’s stay.
仔细核对客人住店期间是否在信用卡的有效期之内。

•    When BMP/EDC system is not in operation, take the manual imprint sales slip of the credit card, request the guest’ signature on the slip and get the pre-authorization by telephone or from BMP/EDC system after the guest is checked in to the room.
若BMP/EDC系统暂时不可使用,手工压卡并请客人在手工签购单上签字,通过电话要授权或等系统恢复后在系统中要预授权。

•    Return the credit card to the guest after processing.
完成以上步骤后,归还客人信用卡。

•    File the Registration Card, credit card imprint and any other supporting correspondence and documents. 
将登记卡, 信用卡手工签购单或预授权单以及其他资料一起放入客人的帐卡夹中。

•    Should authorization not be granted by the credit card center, the Front Office Agent must immediately notify the guest and request for alternative settlement of hotel charges, i.e. other credit cards or cash payment. The procedures should be adhered to.
若信用卡不能获得预授权,前厅员工要立即与客人取得联系,要求客人改用其他方式付款,如其他信用卡或现金等。 一定要严格按照此步骤执行。

Local Credit Cards:本地卡
   
All Local Credit Cards are accepted: 所有本地卡都可以收取:

•    Ask the guest to present his Credit Card. Swipe the card to get pre-authorization and take the manual imprint sales slip of the credit card.
请客人出示信用卡,刷卡取得预授权同时手工压卡在手工签购单上。

•    Request the guest’s signature on the manual sales slip.
请客人在手工签购单上签字。

•    Ensure that the signature on the manual sales slip, on the Registration Card is the same as on the back of the Credit Card before returning the card to the guest.
在还给客人信用卡之前,核对手工签购单上的签字,登记卡上的签字和信用卡上的签字是否一致。

•    Double check the expiry date on the credit card to ensure that the credit card is valid throughout the period of the guest’s stay.
仔细核对客人住店期间是否在信用卡的有效期之内。

•    Return the credit card to the guest after processing.
完成以上步骤后,归还客人信用卡。

•    File the Registration Card, credit card imprint and any other supporting correspondence and documents. 
将登记卡, 用卡手工签购单或预授权单以及其他资料一起放入客人的帐卡夹中。

•    Should authorization not be granted by the credit card center, the Front Office Agent must immediately notify the guest and request for alternative settlement of hotel charges, i.e. other credit cards or cash payment. The procedures should be adhered to.
若信用卡不能获得预授权,前厅员工要立即与客人取得联系,要求客人改用其他方式付款,如其他信用卡或现金等. 一定要严格按照此步骤执行。

Thirty Party Credit Cards: 第三方信用卡付款

•    The owner of the card to bring the credit card to the Front Office and fill in the Payment Authorization Form. Approval by signed letter of fax from the cardholder is unacceptable. 
持卡人带卡到前台并当面填写第三方付款授权书。不可以接受持卡人传真来的授权书。

•    The Front Office Agent will take a pre-approval based on the estimated total guest spend.
前厅员工根据预算消费金额要预授权。

•    The owner of the card will be required to sign the pre-approved credit card voucher in person.
持卡人要在已经取得预授权的签购单上签字。

•    If during the guest’s stay the folio total exceeds the pre-approved amount, the above process (1-3) will be repeated.
若在客人住店期间消费金额超过预授权金额, 重复(1-3) 步骤。

•    If process 1-3 can’t be carried out by the cardholder, alternative payment method will be requested. I.e. cash, remittance, Company Cheque or other person’s credit card.
如果持卡人不能完成以上步骤,请客人改用其他付款方式。如现金,汇款,支票或本人的信用卡等。

•    Any exceptions will be approved by General Manager, Director of Finance & Business Support.
如有例外,要有总经理,财务总监的批准。


(II.)    Personal Account – Cash个人帐户  - 现金

    Should a guest with a reservation not wish to pay by credit card, the Front Office Agent must inform the guest that he will be required to pay a deposit:
若客人在预定时不愿意用信用卡结算, 前厅员工要告知客人交押金。

•    The Deposit is equivalent to Room Rate inclusive of taxes and service charge multiply by the number of room nights plus 50% .  
押金金额为房费加服务费的和乘以入住天数后再加50%。

•    His account is to be settled in full upon check out. Should the guest’s account balance exceed the deposit, the guest will be requested to make an interim payment and settle the balance upon departure.
离店时要结清所有余额。若客人在住店期间消费金额超过押金金额,要立即请客人续交押金,并于离店时结清所有余额。

(III.)    Walk-in Guests无预定客人

    A deposit equal in multiples of the room rate by the number of days involved plus 50% is required from a walk-in guest.
无预定客人的押金金额同样为房费加服务费的和乘以入住天数后再加50%。

    Requests to bill a company or third party will normally not be accepted. If the Duty Manager decides that the reasons are sufficiently valid to accept a guest in this category, he/she will prepare a brief report summarizing the facts and submit it to Credit Manager for further follow-up.
无预定客人不可以挂帐或由第三方支付其消费。若值班经理确认客人可以挂帐或由第三方付款,他要简要说明情况并转交信贷经理去进一步跟进。

     Exceptions may be made for very regular guests.
酒店熟客可以例外。

(IV.)    Company Account公司帐户

    If the guest indicates that the account is to be paid by a company or third party, the Front Office Agent will ascertain the validity of the statement, i.e. the company has approved credit, the guest is carrying an approved voucher, there is a fax on file approved by the credit department confirming that the guest’s account is to be passed to a company.
若客人声称公司或第三方支付其酒店消费,前厅员工要进行核实,如:该公司是否有信贷协议,客人是否持有有效的订房单,在预定资料中已经有公司的付款传真并已经由应收部门确认。

    The Front Office Agent will ascertain whether any limitations exist i.e. the party to be billed will only pay room, tax etc. and if so, will verbally advise the guest of these limitations. If the guest disagrees with the limitations, the Front Office Agent will refer the guest to the Duty Manager. If he concurs a method of payment will be secured for extras.
前厅员工要核实公司支付何种费用;如:只支付房费等,在此情况下要口头与客人确认。若客人有任何异议,前厅员工要报告值班经理。请客人为自付费用交押金。

    The deposit for extras is RMB500.00 per person per day.
自付费用押金为每人每天人民币500元。

(V.)    Airline/Travel Agent Voucher航空公司/旅行社订房单

    If the guest produces a travel agent voucher, airline voucher or other payment document, the Front Office Agent will verify that the document is an agreement to pay as opposed to a request for a reservation is valid and is accepted by the property. The original voucher will then be attached to the registration card. The Front Office Agent will inform the guest of any limitation specified on the voucher (such as room and tax only), will secure a method of payment for extras.
若客人持航空公司/旅行社订房单或其它付款凭证,前厅员工要确认其是本酒店认可的有效的付款凭证。订单原件要订在登记卡上。前厅员工要口头与客人确认此付款凭证支付何种费用并请客人为自付费用交押金。

    The deposit for extras is RMB500.00 per person per day.
自付费用押金为每人每天人民币500元。

(B.)    Procedures to be Followed During the Guest’s Stay客人住店期间的风险防范

    It is the responsibility of the Front Office Manager to check the “Guest In-House-By Room” report on a daily basis. All in-house guests should have sufficient cash deposit or credit card verification to cover the expenses incurred during their stay. 
前厅部经理负责每日核查“住店客人报表”。逐间检查客人的押金或信用卡预授权金额是否充足。

•    Print the Guest INH-By Room Report from the PMS System around 2 pm Daily, as the morning report will include the guests who suppose to check out in the morning. 
每日下午2点打印“住店客人报表”,因为晨报将包含当日早上会结帐离店的客

•    Using the report, the FOM will review each guest’s account balance and the credit limit.  If the Credit limit is exceeded or is estimated to be exceeded, the FOM will request the Assistant Manager to obtain credit pre-authorisations on Credit Cards or a cash payment from Cash Only guests.
用此报表,前厅经理将逐间检查客人余额。若客人的消费超过或预计超过押金余额或与授权金额时, 前厅经理将让值班经理追加预授权或请客人续交押金。

•    All actions taken should be noted on the report. This report should then be submitted, on the same day, to the Credit Manager for review.
在报告上标明所有采取的措施。此报告在当天转交信贷经理。

•    It is the responsibility of the Credit Manager to check that all the appropriate actions have been taken, and to initiate any further actions deemed necessary to obtain the payment.
信贷经理负责核查是否采取了必要的措施,并提议是否采取进一步措施。

•    The FOM will be responsible to carry out any instructions from the Credit Manager.
前厅经理负责实施信贷经理提出的行动措施。

•    Credit Check Reports will be filed for a period of two months by the Credit Manager.
信贷经理负责对该报告存档两个月。


(C.)    Check-out Procedures办理结帐程序

    Front Office Agent should verify that the originally established payment arrangements are not changed. For example, a guest who advised payment by a credit card or cash upon check-in, may request upon checkout to pay with a cheque or have the bill sent to his company. Any problems should be immediately brought to the attention of the Duty Manager.
前厅员工要确保客人没有更改在入住时同意的付款方式。例如,客人入住时同意用现金或信用卡结算,在结帐时要求用支票结算或挂公司帐。如有此问题要立即报告值班经理。

    Guests should sign credit card vouchers upon checkout.
客人离店前要在信用卡签购单上签字。

    If guests check out from the guest’s room or agree that they may leave the property without checking out, the guests must be asked to sign the pre-approval credit card voucher and fill in the “Instant Check Out Authorization Form (Appendix F)”.
若客人选择在房间结帐或离店后用预先留下的信用卡结帐,客人必须要在已经取得预授权的手工签购单上签字并填写 “快速结帐授权书 (附件 F)”。

    For payments by voucher (travel, airline etc.), the Front Office Agent will scrutinize the voucher to be sure the guest’s charges are covered and request that the guest pay for all incidental charges not specifically mentioned on the voucher.
若用订房单付款(旅行社,航空公司等),前厅员工要仔细核对订房单上说明的付款项目,并要求客人付清所有自付项目的消费。

    For payments by company, the guests should be asked to sign on the bills to indicate they acknowledge the charges.
若是公司付款,客人要在帐单上签字以证明其承认所有消费。

    If a guest is due a refund at checkout i.e. his advance deposit exceeds his total charges, he will be refunded in the way the deposit was paid i.e. if his deposit was paid by cheque, he will not be given a cash refund, the refund will be by cheque.
若需要退还余额,即客人的消费金额小于押金金额,要用与其押金支付方式相同的方式退还。即押金是用支票支付的就退支票,而不能退现金。

    Front Office Agents are not expected to resolve complex billing arrangements with guests, not should they enter into controversial discussions with guests. All unusual problems should be referred to the Duty Manager.
前厅员工不要在客人有争议时或提出复杂的付款要求时自行解决问题。如有此问题要立即报告值班经理。

(D.)    Late Charge追帐
   
    Every guest should be asked upon their departure if they have used any of the outlets recently, i.e. breakfast, or if they have consumed any items from the mini bar. If the guest declares any charges that have not been posted, the Front Office  Guest Service Officer (GSO) should contact the outlet and ask them to post the charge immediately. If there is not sufficient time to do so the GSO must manually post the charges prior to settling the account.
客人结帐时要询问客人是否刚签过帐单,如早餐,或是否用过客房小酒吧。如果客人申明有签单但还未被录入系统,前厅员工要与餐厅联系要求其立即入帐。若时间紧迫,前厅员工可以手工入帐。

    All late charges under RMB100.00 should be written-off. 
人民币100元以下不做追帐,直接冲减。

    For guests paid by credit card, any charge over RMB100.00 should be late charged to the guest’s credit card.
若客人用信用卡结帐, 超过人民币100元的消费要通过信用卡追帐。

    For guests paid by company, all bills should be posted to the guests’ account and transferred to Accounts Receivable.
若客人是挂帐, 直接入进客人的帐户后转应收。

    No late charge for guests paid in cash.
现金付款的客人不做

2.1.04 Unidentified Payments未确认的银行付款

总结无心插柳 发表了文章 • 0 个评论 • 28 次浏览 • 2016-09-21 07:01 • 来自相关话题

Objective 目标:

    未确认的银行付款必须立即存入银行并进行全面调查以便确认,这些付款不能保持未确定状态。


Procedures 程序:

当收到未确定的银行付款,相关的负责员工将:

1.    将支票立即存入酒店的银行帐户。

2.    将收到的付款转入应收帐。

3.    对于无法找到相应应收帐帐户的付款或多付款,应设立“悬帐-未确定付款”帐户并输入付款。

4.    立即联系支票或银行转款的付款人,了解付款的相关信息,然后确认/转移付款。

5.    将未确定的付款于6个月后转去“其他收入”,除非本地法律禁止。 查看全部

Objective 目标:

    未确认的银行付款必须立即存入银行并进行全面调查以便确认,这些付款不能保持未确定状态。


Procedures 程序:

当收到未确定的银行付款,相关的负责员工将:

1.    将支票立即存入酒店的银行帐户。

2.    将收到的付款转入应收帐。

3.    对于无法找到相应应收帐帐户的付款或多付款,应设立“悬帐-未确定付款”帐户并输入付款。

4.    立即联系支票或银行转款的付款人,了解付款的相关信息,然后确认/转移付款。

5.    将未确定的付款于6个月后转去“其他收入”,除非本地法律禁止。

2.1.03 月度应收帐帐龄报表Monthly Aging Report

总结无可取代 发表了文章 • 0 个评论 • 17 次浏览 • 2016-09-19 07:19 • 来自相关话题

Objective 目标:

月度应收帐帐龄报表是衡量酒店应收帐的回款状况并且帮助识别、显示需解决的帐务问题。

Procedure 程序:

1.    债务人名称必须反映在其相应的组别中 -公司、政府、本地旅行社、海外旅行社、宴会、航空公司、员工帐务等。

2.    债务人帐务帐龄按以下分类:

    当前期            -  帐单发生日期后的1-30 天
    30 天               -  帐单发生日期后31至60天
    60 天               -  帐单发生日期后61至90天
    90 天               -  帐单发生日期后91至120天
    120天或以上 -  单发生日期后121以上

3.    未确定的付款和客人预付款不能被贷记应收帐以减少应收余额,这将影响误报应收帐的总额。

4.    应收明细帐的总额必须与总帐金额一致。

5.    信贷委员会,包括总经理,财务总监,销售总监,销售经理,房务总监,餐饮总监,宴会经理,信贷经理及应收文员;信贷委员会每月至少举行一次信贷会议,以应收帐龄报表为工具,来研究应收帐务出现的问题并讨论解决方案;记录会议纪要,会议纪要将存于财务总监办公室。 查看全部

Objective 目标:

月度应收帐帐龄报表是衡量酒店应收帐的回款状况并且帮助识别、显示需解决的帐务问题。

Procedure 程序:

1.    债务人名称必须反映在其相应的组别中 -公司、政府、本地旅行社、海外旅行社、宴会、航空公司、员工帐务等。

2.    债务人帐务帐龄按以下分类:

    当前期            -  帐单发生日期后的1-30 天
    30 天               -  帐单发生日期后31至60天
    60 天               -  帐单发生日期后61至90天
    90 天               -  帐单发生日期后91至120天
    120天或以上 -  单发生日期后121以上

3.    未确定的付款和客人预付款不能被贷记应收帐以减少应收余额,这将影响误报应收帐的总额。

4.    应收明细帐的总额必须与总帐金额一致。

5.    信贷委员会,包括总经理,财务总监,销售总监,销售经理,房务总监,餐饮总监,宴会经理,信贷经理及应收文员;信贷委员会每月至少举行一次信贷会议,以应收帐龄报表为工具,来研究应收帐务出现的问题并讨论解决方案;记录会议纪要,会议纪要将存于财务总监办公室。

2.1.02 城市挂账之后台调整 City Ledger - Back Office Adjustment

总结无可取代 发表了文章 • 0 个评论 • 21 次浏览 • 2016-09-19 07:16 • 来自相关话题

Objective 目标:


因帐户余额错误而需要进行的调整;即使余额是正确的,有时外币付款和信用卡回款业务产生的差异可能也需要调整。


Procedures 程序:

1.    应收帐的帐务更正及调整必须经助理财务总监的审批后,才可输入应收系统中。

2.    调整单据必须包括:

1.1        客人姓名及帐单号码或信用卡持卡人及日期
1.2        金额及日期
1.3        调整的理由及相关附件
1.4        申请人签字 
1.5        财务总监或助理财务总监签字

3.    财务部必须留存一联凭证及所以相关附件。 查看全部

Objective 目标:


因帐户余额错误而需要进行的调整;即使余额是正确的,有时外币付款和信用卡回款业务产生的差异可能也需要调整。


Procedures 程序:

1.    应收帐的帐务更正及调整必须经助理财务总监的审批后,才可输入应收系统中。

2.    调整单据必须包括:

1.1        客人姓名及帐单号码或信用卡持卡人及日期
1.2        金额及日期
1.3        调整的理由及相关附件
1.4        申请人签字 
1.5        财务总监或助理财务总监签字

3.    财务部必须留存一联凭证及所以相关附件。

2.1.01 旅游机构佣金Travel Agent Commissions

总结无可取代 发表了文章 • 0 个评论 • 19 次浏览 • 2016-09-19 07:12 • 来自相关话题

Accounts Receivable (A/R) Section 应收组

1、应收文员将根据旅行社佣金报表递交总帐应付旅行社佣金。

2、应收文员必须跟踪当月中的付款并对旅行社佣金报表中已付的旅行社敲上付讫章。

3、对于那些未入系统但在当月中已支付给旅行社的佣金,相关信息必须记录以便确定将来旅行社佣金报表的准确性。
4、应收文员将监督此报表与预定经理所提供的周报一致。

5、当申请支票时,下面第7 和 8点将提及。

GL Section 总帐组

根据第一条,当月佣金将计提:

Dr  Comm – Travel Agents 62204 – 1100  借: 佣金 – 旅行社      62204-1100
Cr Accrual Travel Agent Commission   23020  贷:计提旅行社佣金   23020
 

上月计提将冲回

Dr Accrual Travel Agent Commission   23020   借:计提旅行社佣金   23020
Cr Comm – Travel Agents 62204 – 1100                贷: 佣金 – 旅行社      62204-1100


Accounts Payable (A/P) Section 应付组

所有付款将直接记入费用帐目

Dr Comm – Travel Agents 62204 – 1100  借:佣金 – 旅行社 62204-1100
    Cr Bank    贷:银行 


当月相关的佣金在当月付款时,应在付款申请中备注说明以便做相应调整。 查看全部
Accounts Receivable (A/R) Section 应收组

1、应收文员将根据旅行社佣金报表递交总帐应付旅行社佣金。

2、应收文员必须跟踪当月中的付款并对旅行社佣金报表中已付的旅行社敲上付讫章。

3、对于那些未入系统但在当月中已支付给旅行社的佣金,相关信息必须记录以便确定将来旅行社佣金报表的准确性。
4、应收文员将监督此报表与预定经理所提供的周报一致。

5、当申请支票时,下面第7 和 8点将提及。

GL Section 总帐组

根据第一条,当月佣金将计提:

Dr  Comm – Travel Agents 62204 – 1100  借: 佣金 – 旅行社      62204-1100
Cr Accrual Travel Agent Commission   23020  贷:计提旅行社佣金   23020
 

上月计提将冲回

Dr Accrual Travel Agent Commission   23020   借:计提旅行社佣金   23020
Cr Comm – Travel Agents 62204 – 1100                贷: 佣金 – 旅行社      62204-1100


Accounts Payable (A/P) Section 应付组

所有付款将直接记入费用帐目

Dr Comm – Travel Agents 62204 – 1100  借:佣金 – 旅行社 62204-1100
    Cr Bank    贷:银行 


当月相关的佣金在当月付款时,应在付款申请中备注说明以便做相应调整。

酒店权限表

资料无可取代 发表了文章 • 0 个评论 • 18 次浏览 • 2016-09-19 07:03 • 来自相关话题

1.6.02 Cash Sales & Open Check Testing

总结无心插柳 发表了文章 • 0 个评论 • 29 次浏览 • 2016-09-12 11:09 • 来自相关话题

6.4.7 Cash Sales Testing现金测试
Cash sales tests and open check tests (ref: 6.4.8) must be performed if revenue minimum control standards are to be met. The omission to perform one or other or both will be viewed as a serious shortcoming.
为使收入流失最小化,必须执行现金测试和开单测试。没有进行其中任何一项测试都是存在严重风险隐患的。

Cash sales tests must be performed quarterly in all revenue generating outlets. Employees should be advised that the hotel will utilize 'silent shoppers'. This procedure will not only assist in detecting misappropriation, but will also act as a deterrent and can be used to provide feedback to management on service, cleanliness, and the overall F&B experience.
现金测试每季度进行一次,范围包括所有有收入的营业点。此程序不仅仅能够协助监测挪用款项的行为,起到一定的威慑作用,而且也可以作为管理层收集有关服务、清洁度和整个餐饮体验反馈的有效手段。

For cash sales tests to be effective, persons familiar with F&B operations and independent of the hotel must execute them, i.e. not known to F&B staff. The silent shopper should be briefed thus:
为使现金测试有效开展,测试者应该由熟悉餐饮运作流程且独立于酒店之外的人员担当,不认识餐饮部员工。注意事项如下:

i)    All outlets should be tested. 测试针对所有营业点

ii) The shopper should be advised to order commonly consumed items, thus affording staff the opportunity to re-sell checks.
告知测试者点最常见的消费项目,给想作弊的员工以可乘之机。

Re-selling checks: The majority of hotels operate electronic POS systems. If staff are adhering to correct POS procedures (ref: 6.4.3), a check will be opened when the guest places an order. If check voiding procedures are properly controlled (ref:6.4.2), it will be difficult for a staff member, intent on misappropriation, to cancel an open check and 'pocket' a cash payment. Staff who are planning to misappropriate are likely to wait for a frequently ordered item to be requested. If the guest settles the account with cash and leaves the check unmarked on his table, the waiter is afforded the opportunity to re-sell the check i.e. re-use the check
重新贩卖帐单:大部分酒店都使用POS系统。如果员工严格执行POS操作程序,那么在客人点餐时就会开单。若销单程序严格控制,那么员工想要投机,不开单私藏现金付款是很难的。一般来说,员工想要私藏现金,都会对常见消费项目下手。如果客人以现金结帐并且未在帐单上签字,则服务员就有机会重新贩卖帐单。

ii)    When paying, note the waiter’s name. 付款时留意服务员的姓名

iv)  The check should not be defaced or taken as a receipt. It should be left in the outlet, thus affording the waiter the opportunity to re-sell it.
帐单不应该污损或留作收据,应把帐单留在餐厅,给服务员重新售卖的机会。

v)The tester should note the check details i.e. time check opened, check number, check amount, and the time that the cash payment was made.
测试者应留意帐单的细节,如开单时间、帐单号、帐单金额,以及现金结算时间

vi) As soon as reasonably possible after completing the test, the shopper should compile a short report summarising the information gathered. The Financial Controller, or designate, should trace the check through the system, ensuring it has been closed correctly to cash and that the time the check is closed corresponds to the time the shopper left the outlet. After the Financial Controller’s review, the shopper’s report should have the check and the testing results attached. The report must be signed by the Financial Controller or designate and kept on file for the current year and the following year. If misappropriation is detected, appropriate action should be taken.
测试结束后,测试者应提交总结报告。财务总监或指定人员应通过系统查询此笔交易,确保已入现金,且此帐单在测试者离开时已经关帐。财务总监审阅后,测试者提交的报告后附帐单和测试结果,给财务总监或指定人员签字存档。报告应保存两年。如发现违规操作,应立即采取措施纠正。

6.4.8 Open Check Testing 开单测试
Open check testing must be performed in all revenue generating outlets by a Food & Beverage Supervisor. The procedure is designed to ensure check-opening procedures are adhered to and thus revenues are 100% captured.
开单测试应由各餐厅主管进行。旨在使开单程序得到贯彻,收入流失最小。

A member of the Accounting Department must perform the procedure on a monthly basis in every outlet, sign each test report, and place it in the F&B filing system along with the Cash Sales Test and Menu Price Verification Test. The procedure should be executed thus:
财务部员工应每月检查核对各餐厅的开单报告,将其与现金测试报告和菜牌菜价测试报告一起存档于餐饮档案中。具体程序如下:

i) The tester should proceed, without prior notice, to the outlet under review and print from the POS system the status of all open checks. It may be possible to print the open check status report from the POS server, thus adding to the element of surprise.
无需提前通知,测试者从POS终端上打印出开单状况表。也可直接从POS服务器上直接打印开单报告,使检查出其不意。

ii) To have maximum effect, the procedure should be carried out when the outlet is busy. Please note that all outlets should be tested.
为使测试效果最大化,测试最好在餐厅繁忙时段进行。请注意测试范围包括所有营业点。

iii) Using the open check report, the tester should ensure checks have not been open for unreasonable lengths of time. If a check has been left open for a seemingly unreasonable length of time, it is indicative of check re-selling.
开单报告中,测试者应确保每单都有合理的开单时间长度。若发现帐单中有不合理的开帐时长,则有可能为帐单重新贩卖。

iv) Each occupied table should have an open check; the omission to open a check for a table increases the risk of revenue leakage. Attention should be paid to the number of covers; omission to charge the correct number of covers, as well as corrupting production statistics, can also give rise to revenue leakage, particularly where buffets are involved.
每桌均应开单。不开单增加了收入流失的风险。同时还应注意每桌人数。忽略每桌人数和出品率统计的,也可能造成收入的流失,尤其是自助餐。

v) Discrete efforts should be made to ensure that the check reflects what is being consumed. The omission to reflect what is being consumed increases the risk of revenue loss but also suggests poor food issuance procedures (ref: 6.4.3).
同时需不断改进,使帐单反映现时的消费项目。不如实反映消费项目不仅会造成收入损失,同时也会造成上菜错误。

vi) The tester should note the condition of the EFT printer ribbon and printer ink.
测试者应注意检查打印机色带的状况 查看全部
6.4.7 Cash Sales Testing现金测试
Cash sales tests and open check tests (ref: 6.4.8) must be performed if revenue minimum control standards are to be met. The omission to perform one or other or both will be viewed as a serious shortcoming.
为使收入流失最小化,必须执行现金测试和开单测试。没有进行其中任何一项测试都是存在严重风险隐患的。

Cash sales tests must be performed quarterly in all revenue generating outlets. Employees should be advised that the hotel will utilize 'silent shoppers'. This procedure will not only assist in detecting misappropriation, but will also act as a deterrent and can be used to provide feedback to management on service, cleanliness, and the overall F&B experience.
现金测试每季度进行一次,范围包括所有有收入的营业点。此程序不仅仅能够协助监测挪用款项的行为,起到一定的威慑作用,而且也可以作为管理层收集有关服务、清洁度和整个餐饮体验反馈的有效手段。

For cash sales tests to be effective, persons familiar with F&B operations and independent of the hotel must execute them, i.e. not known to F&B staff. The silent shopper should be briefed thus:
为使现金测试有效开展,测试者应该由熟悉餐饮运作流程且独立于酒店之外的人员担当,不认识餐饮部员工。注意事项如下:

i)    All outlets should be tested. 测试针对所有营业点

ii) The shopper should be advised to order commonly consumed items, thus affording staff the opportunity to re-sell checks.
告知测试者点最常见的消费项目,给想作弊的员工以可乘之机。

Re-selling checks: The majority of hotels operate electronic POS systems. If staff are adhering to correct POS procedures (ref: 6.4.3), a check will be opened when the guest places an order. If check voiding procedures are properly controlled (ref:6.4.2), it will be difficult for a staff member, intent on misappropriation, to cancel an open check and 'pocket' a cash payment. Staff who are planning to misappropriate are likely to wait for a frequently ordered item to be requested. If the guest settles the account with cash and leaves the check unmarked on his table, the waiter is afforded the opportunity to re-sell the check i.e. re-use the check
重新贩卖帐单:大部分酒店都使用POS系统。如果员工严格执行POS操作程序,那么在客人点餐时就会开单。若销单程序严格控制,那么员工想要投机,不开单私藏现金付款是很难的。一般来说,员工想要私藏现金,都会对常见消费项目下手。如果客人以现金结帐并且未在帐单上签字,则服务员就有机会重新贩卖帐单。

ii)    When paying, note the waiter’s name. 付款时留意服务员的姓名

iv)  The check should not be defaced or taken as a receipt. It should be left in the outlet, thus affording the waiter the opportunity to re-sell it.
帐单不应该污损或留作收据,应把帐单留在餐厅,给服务员重新售卖的机会。

v)The tester should note the check details i.e. time check opened, check number, check amount, and the time that the cash payment was made.
测试者应留意帐单的细节,如开单时间、帐单号、帐单金额,以及现金结算时间

vi) As soon as reasonably possible after completing the test, the shopper should compile a short report summarising the information gathered. The Financial Controller, or designate, should trace the check through the system, ensuring it has been closed correctly to cash and that the time the check is closed corresponds to the time the shopper left the outlet. After the Financial Controller’s review, the shopper’s report should have the check and the testing results attached. The report must be signed by the Financial Controller or designate and kept on file for the current year and the following year. If misappropriation is detected, appropriate action should be taken.
测试结束后,测试者应提交总结报告。财务总监或指定人员应通过系统查询此笔交易,确保已入现金,且此帐单在测试者离开时已经关帐。财务总监审阅后,测试者提交的报告后附帐单和测试结果,给财务总监或指定人员签字存档。报告应保存两年。如发现违规操作,应立即采取措施纠正。

6.4.8 Open Check Testing 开单测试
Open check testing must be performed in all revenue generating outlets by a Food & Beverage Supervisor. The procedure is designed to ensure check-opening procedures are adhered to and thus revenues are 100% captured.
开单测试应由各餐厅主管进行。旨在使开单程序得到贯彻,收入流失最小。

A member of the Accounting Department must perform the procedure on a monthly basis in every outlet, sign each test report, and place it in the F&B filing system along with the Cash Sales Test and Menu Price Verification Test. The procedure should be executed thus:
财务部员工应每月检查核对各餐厅的开单报告,将其与现金测试报告和菜牌菜价测试报告一起存档于餐饮档案中。具体程序如下:

i) The tester should proceed, without prior notice, to the outlet under review and print from the POS system the status of all open checks. It may be possible to print the open check status report from the POS server, thus adding to the element of surprise.
无需提前通知,测试者从POS终端上打印出开单状况表。也可直接从POS服务器上直接打印开单报告,使检查出其不意。

ii) To have maximum effect, the procedure should be carried out when the outlet is busy. Please note that all outlets should be tested.
为使测试效果最大化,测试最好在餐厅繁忙时段进行。请注意测试范围包括所有营业点。

iii) Using the open check report, the tester should ensure checks have not been open for unreasonable lengths of time. If a check has been left open for a seemingly unreasonable length of time, it is indicative of check re-selling.
开单报告中,测试者应确保每单都有合理的开单时间长度。若发现帐单中有不合理的开帐时长,则有可能为帐单重新贩卖。

iv) Each occupied table should have an open check; the omission to open a check for a table increases the risk of revenue leakage. Attention should be paid to the number of covers; omission to charge the correct number of covers, as well as corrupting production statistics, can also give rise to revenue leakage, particularly where buffets are involved.
每桌均应开单。不开单增加了收入流失的风险。同时还应注意每桌人数。忽略每桌人数和出品率统计的,也可能造成收入的流失,尤其是自助餐。

v) Discrete efforts should be made to ensure that the check reflects what is being consumed. The omission to reflect what is being consumed increases the risk of revenue loss but also suggests poor food issuance procedures (ref: 6.4.3).
同时需不断改进,使帐单反映现时的消费项目。不如实反映消费项目不仅会造成收入损失,同时也会造成上菜错误。

vi) The tester should note the condition of the EFT printer ribbon and printer ink.
测试者应注意检查打印机色带的状况

1.6.01 Cash Testing现金测试

总结无心插柳 发表了文章 • 0 个评论 • 28 次浏览 • 2016-09-12 11:04 • 来自相关话题

Objective 目标:

Cash sales tests must be performed if revenue minimum control standards are to be met. Cash sales tests must be performed quarterly in all revenue generating outlets. Employees should be advised that the hotel will utilize 'silent shoppers'. This procedure will not only assist in detecting misappropriation, but will also act as a deterrent and can be used to provide feedback to management on service, cleanliness, and the overall F&B experience.
为使收入流失最小化,必须执行现金测试。现金测试每季度进行一次,范围包括所有有收入的营业点。此程序不仅仅能够协助监测挪用款项的行为,起到一定的威慑作用,而且也可以作为管理层收集有关服务、清洁度和整个餐饮体验反馈的有效手段。




Procedure 程序:

For cash sales tests to be effective, persons familiar with F&B operations and independent of the hotel must execute them, i.e. not known to F&B staff.为使现金测试有效实施,选定人员必须由熟悉餐厅运作流程,并独立于本酒店之外的人员担当,不认识酒店餐饮部员工。

The shopper should be advised to order commonly consumed items, thus affording staff
the opportunity to re-sell checks. 告知测试者点最常见的消费项目,给想作弊的员工创造机会,使之有机可乘。

1、    Select “silent shoppers” (designated by finance or Executive Office)
物色测试者(统一由财务部或行政办公室安排)

2、    Prepare cash and scanning it.
准备现金,扫描钞票;

3、    Inform the tester bellowed essential concerns:
告知测试者注意事项:

—    Note the waiter(waitress)’s name ( if visible )记住服务员姓名(如果能看见)

—    Note the table No.(If available)  记住台号或桌号 (如果有)

—    When paying, don’t need to mention the bill or Fapiao by himself. And say no if the waiter ask whether need Fapiao. If waiter show the bill to tester, the tester can take it or not.  
结帐时,不需主动向服务员要求帐单或发票。如果服务员询问是否需要帐单或发票,回答否。如果服务员主动送来帐单,也可接收,也可不接收。

4、    The tester places order at appointed outlet. Note the commence time and finishing time.  
测试者开始到指定地点或餐厅消费。可记下开始和结束时间。

5、    Ten or fifteen minutes later after the tester settles the bill, EOD should check the outlet cashier’s counter. If the bill exist, indicating the check be posted into system, and it’s appropriate operation.
测试者付钱结帐后,约10—15分钟,酒店行政值班经理前往收银台检查,如发现有测试者刚结的帐单,说明此消费已输入电脑,属于正常。

6、    Besides, verify whether the payment cash is still in cash box. If yes, it’s proper operation.
    另外,还需检查测试者所付的现金是否也在收款箱内,如在,属于正常。

7、    If the check is not posted into system or cash payment is gone, security must investigate the case and record the process.
如发现此消费并未输入电脑,现金也不在收款箱内,应属于不正常,立刻寻找收款的服务员,到保安部办公室进行询问、调查,记录事情经过。

8、    The waiter may explain it’s too busy to post the check into system. But normally it’s always excuses. Truth must be told.
如果服务员推说由于客人太多或工作太忙,还未及时输入电脑,这应是服务员的借口,需立刻找其谈话,让其说出事请的真相。

9、    Does not establish timetable, may momentarily arrange the test.
暗查不设定时间表,可随时安排检查。

10、A written report must be submitted to General Manager and Director of Finance & Business Support after every test. 
每次暗查后,必须向总经理、财务总监提交书面报告。 查看全部
Objective 目标:

Cash sales tests must be performed if revenue minimum control standards are to be met. Cash sales tests must be performed quarterly in all revenue generating outlets. Employees should be advised that the hotel will utilize 'silent shoppers'. This procedure will not only assist in detecting misappropriation, but will also act as a deterrent and can be used to provide feedback to management on service, cleanliness, and the overall F&B experience.
为使收入流失最小化,必须执行现金测试。现金测试每季度进行一次,范围包括所有有收入的营业点。此程序不仅仅能够协助监测挪用款项的行为,起到一定的威慑作用,而且也可以作为管理层收集有关服务、清洁度和整个餐饮体验反馈的有效手段。




Procedure 程序:

For cash sales tests to be effective, persons familiar with F&B operations and independent of the hotel must execute them, i.e. not known to F&B staff.为使现金测试有效实施,选定人员必须由熟悉餐厅运作流程,并独立于本酒店之外的人员担当,不认识酒店餐饮部员工。

The shopper should be advised to order commonly consumed items, thus affording staff
the opportunity to re-sell checks. 告知测试者点最常见的消费项目,给想作弊的员工创造机会,使之有机可乘。

1、    Select “silent shoppers” (designated by finance or Executive Office)
物色测试者(统一由财务部或行政办公室安排)

2、    Prepare cash and scanning it.
准备现金,扫描钞票;

3、    Inform the tester bellowed essential concerns:
告知测试者注意事项:

—    Note the waiter(waitress)’s name ( if visible )记住服务员姓名(如果能看见)

—    Note the table No.(If available)  记住台号或桌号 (如果有)

—    When paying, don’t need to mention the bill or Fapiao by himself. And say no if the waiter ask whether need Fapiao. If waiter show the bill to tester, the tester can take it or not.  
结帐时,不需主动向服务员要求帐单或发票。如果服务员询问是否需要帐单或发票,回答否。如果服务员主动送来帐单,也可接收,也可不接收。

4、    The tester places order at appointed outlet. Note the commence time and finishing time.  
测试者开始到指定地点或餐厅消费。可记下开始和结束时间。

5、    Ten or fifteen minutes later after the tester settles the bill, EOD should check the outlet cashier’s counter. If the bill exist, indicating the check be posted into system, and it’s appropriate operation.
测试者付钱结帐后,约10—15分钟,酒店行政值班经理前往收银台检查,如发现有测试者刚结的帐单,说明此消费已输入电脑,属于正常。

6、    Besides, verify whether the payment cash is still in cash box. If yes, it’s proper operation.
    另外,还需检查测试者所付的现金是否也在收款箱内,如在,属于正常。

7、    If the check is not posted into system or cash payment is gone, security must investigate the case and record the process.
如发现此消费并未输入电脑,现金也不在收款箱内,应属于不正常,立刻寻找收款的服务员,到保安部办公室进行询问、调查,记录事情经过。

8、    The waiter may explain it’s too busy to post the check into system. But normally it’s always excuses. Truth must be told.
如果服务员推说由于客人太多或工作太忙,还未及时输入电脑,这应是服务员的借口,需立刻找其谈话,让其说出事请的真相。

9、    Does not establish timetable, may momentarily arrange the test.
暗查不设定时间表,可随时安排检查。

10、A written report must be submitted to General Manager and Director of Finance & Business Support after every test. 
每次暗查后,必须向总经理、财务总监提交书面报告。

1.5.03Mini Bar Control迷你吧控制

总结无心插柳 发表了文章 • 0 个评论 • 27 次浏览 • 2016-09-12 11:02 • 来自相关话题

Objective 目标:

Par Stock : Par Stock level should be set up in every floor in a specially made cabinet with lock and controlled by the Floor Supervisor. The Par is to be replenished on a weekly basis.
标准库存:每个楼层都应建立迷你吧保准库存,存放于上锁额专用橱柜内,由楼层主管控制并每周补仓。


Procedure 程序:

1.    The Room Attendants are to check the guest’s consumption every morning while making up the room.
客房服务员每天早上打扫房间时,都应检查客人的迷你吧消费。
    
2.    The Room Attendant is responsible to complete the Mini Bar Voucher and Mini-Bar Check List immediately (if hotel’s Call Accounting System has Mini Bar input function, the Attendant also need input consumption items to PMS through the telephone system). 
客房服务员负责填写迷你吧消费单据及记录迷你吧检查清单(如果酒店的电话计费系统是支持电话入帐的,那么服务员还应按操作要求通过客房电话将客人迷你吧消费输入到前台收银系统中)。
    
3.    Forward Mini Bar Voucher to the Housekeeping Clerk for justification for guest after being batched together at the end of shift. And Housekeeping Clerk will forward the 3rd copy of Mini Bar Voucher to Front Office Service Agent for inserting the voucher into the Guest folder.
客房服务员应在下班时,将本班次开具的迷你吧消费单据交予客房部文员;客房部文员应将收集到的迷你吧消费单据第三联交予前台服务员放入客人帐夹内。
    
4.    The Room Attendant should pass the Mini-Bar Check List to the Supervisor at the end of shift for replenishment of stock.
客房服务员应于换班时,将检查清单交予主管以作补仓用。
    
5.    After replenishment, copy of the Mini Bar Check Lists should then be passed to the Night Guest Service Agent for reconciling with the computer. Any discrepancy with the Vouchers should then be adjusted in the Guest Ledger.
    补仓完后,迷你吧检查清单副本应交予前台夜班与系统核对。任何差异都应在客帐中进行调整。
    
6.    After the verification by the Night Guest Service Agent and the Income Guest Service Agent, all the Mini Bar Check Lists are then passed to the Cost Controller.
经前台夜班及日审审核后,所有迷你吧检查清单应交与成本控制经理。

7.    On a weekly basis, a summary should be prepared by the Cost Controller, which is used to verify against the Beverage Requisition prepared by the Housekeeping for replenishing the Floor Supervisor’s cabinets.
成本控制总监应每周准备一次汇总表,与管家部为补仓而填写的酒水申请单进行核对。

8.    The Cost Controller from the Mini Bar Check list will prepare a Potential Sales analysis. Any major discrepancy with actual sale should be immediately investigated.
成本控制总监根据迷你吧检查清单制做潜在销售分析报告。任何与实际销售的差异应即刻进行调查。
    
9.    Usually, an Expected Check - Out List can be generated in the Property Management System by the Housekeeping Department. The Room Attendant should check the Mini Bars of these expected checkout rooms first to avoid loss.
通常,管家部应使用酒店电脑管理系统打印一份预计退房报表。客房服务员应先检查即将结帐的房间的迷你吧,以避免逃帐。
    
10.    Upon the guest check out, the Guest Service Agent should immediately inform the Room Attendant for Mini Bar check. In addition, the Front Office should also ask the guests if they have consumed the Mini Bar. Most of the times, the guest’s words are taken in good faith. The quantities of Mini Bar consumed as stated by the guest can usually be taken for granted and a Mini Bar Voucher can be prepared at the Guest Service Agent and posted to the folio accordingly. This would smoothen the check out process. 
客人退房时,前台员工应马上通知客房服务员检查迷你吧。另外,前台员工应询问客人是否消费过迷你吧。大部分时候,客人的话语时诚实的。客人通常能正确地说出迷你吧的消费数量,前台员工出具迷你吧消费收据并附于客人帐单上。使退房程序顺利进行。

11.    Should it be warranted to late charge a guest’s credit card, it must be approved by GM and then the Credit Manager would attend the folio. The Credit Manager shall inform the guest in writing of the late charge to avoid any future dispute by the guests or Credit Card Company.
若对信用卡客人追收迷你吧逃帐需总经理同意,信贷经理应处理客人帐单,并书面通知客人原因,以避免未来可能引起的与客人或信用卡公司的纠纷。 查看全部
Objective 目标:

Par Stock : Par Stock level should be set up in every floor in a specially made cabinet with lock and controlled by the Floor Supervisor. The Par is to be replenished on a weekly basis.
标准库存:每个楼层都应建立迷你吧保准库存,存放于上锁额专用橱柜内,由楼层主管控制并每周补仓。


Procedure 程序:

1.    The Room Attendants are to check the guest’s consumption every morning while making up the room.
客房服务员每天早上打扫房间时,都应检查客人的迷你吧消费。
    
2.    The Room Attendant is responsible to complete the Mini Bar Voucher and Mini-Bar Check List immediately (if hotel’s Call Accounting System has Mini Bar input function, the Attendant also need input consumption items to PMS through the telephone system). 
客房服务员负责填写迷你吧消费单据及记录迷你吧检查清单(如果酒店的电话计费系统是支持电话入帐的,那么服务员还应按操作要求通过客房电话将客人迷你吧消费输入到前台收银系统中)。
    
3.    Forward Mini Bar Voucher to the Housekeeping Clerk for justification for guest after being batched together at the end of shift. And Housekeeping Clerk will forward the 3rd copy of Mini Bar Voucher to Front Office Service Agent for inserting the voucher into the Guest folder.
客房服务员应在下班时,将本班次开具的迷你吧消费单据交予客房部文员;客房部文员应将收集到的迷你吧消费单据第三联交予前台服务员放入客人帐夹内。
    
4.    The Room Attendant should pass the Mini-Bar Check List to the Supervisor at the end of shift for replenishment of stock.
客房服务员应于换班时,将检查清单交予主管以作补仓用。
    
5.    After replenishment, copy of the Mini Bar Check Lists should then be passed to the Night Guest Service Agent for reconciling with the computer. Any discrepancy with the Vouchers should then be adjusted in the Guest Ledger.
    补仓完后,迷你吧检查清单副本应交予前台夜班与系统核对。任何差异都应在客帐中进行调整。
    
6.    After the verification by the Night Guest Service Agent and the Income Guest Service Agent, all the Mini Bar Check Lists are then passed to the Cost Controller.
经前台夜班及日审审核后,所有迷你吧检查清单应交与成本控制经理。

7.    On a weekly basis, a summary should be prepared by the Cost Controller, which is used to verify against the Beverage Requisition prepared by the Housekeeping for replenishing the Floor Supervisor’s cabinets.
成本控制总监应每周准备一次汇总表,与管家部为补仓而填写的酒水申请单进行核对。

8.    The Cost Controller from the Mini Bar Check list will prepare a Potential Sales analysis. Any major discrepancy with actual sale should be immediately investigated.
成本控制总监根据迷你吧检查清单制做潜在销售分析报告。任何与实际销售的差异应即刻进行调查。
    
9.    Usually, an Expected Check - Out List can be generated in the Property Management System by the Housekeeping Department. The Room Attendant should check the Mini Bars of these expected checkout rooms first to avoid loss.
通常,管家部应使用酒店电脑管理系统打印一份预计退房报表。客房服务员应先检查即将结帐的房间的迷你吧,以避免逃帐。
    
10.    Upon the guest check out, the Guest Service Agent should immediately inform the Room Attendant for Mini Bar check. In addition, the Front Office should also ask the guests if they have consumed the Mini Bar. Most of the times, the guest’s words are taken in good faith. The quantities of Mini Bar consumed as stated by the guest can usually be taken for granted and a Mini Bar Voucher can be prepared at the Guest Service Agent and posted to the folio accordingly. This would smoothen the check out process. 
客人退房时,前台员工应马上通知客房服务员检查迷你吧。另外,前台员工应询问客人是否消费过迷你吧。大部分时候,客人的话语时诚实的。客人通常能正确地说出迷你吧的消费数量,前台员工出具迷你吧消费收据并附于客人帐单上。使退房程序顺利进行。

11.    Should it be warranted to late charge a guest’s credit card, it must be approved by GM and then the Credit Manager would attend the folio. The Credit Manager shall inform the guest in writing of the late charge to avoid any future dispute by the guests or Credit Card Company.
若对信用卡客人追收迷你吧逃帐需总经理同意,信贷经理应处理客人帐单,并书面通知客人原因,以避免未来可能引起的与客人或信用卡公司的纠纷。

1.5.02 Business Center商务中心

总结无心插柳 发表了文章 • 0 个评论 • 25 次浏览 • 2016-09-12 11:01 • 来自相关话题

Objective 目标:

To ensure that there are adequate controls so that the Business Centre revenues are maximize.
确保将客人的消费记账,使商务中心收入最大化。


Procedure 程序:

1.     Guests when requesting facsimile & long distance call, photocopy, typing and secretarial service in the Business Center, the Business Center Guest Service Agent is responsible to fill up the Business Center Charge Voucher (Miscellaneous Voucher) immediately after the services have been rendered and posted it into the Guest Ledger. The “Charge Voucher” should be batched at the end of the shift together with the batch summary report printed out from the PMS and then be forwarded to the Front Office Guest Service Agent for filling.
客人如果需要商务中心提供传真、打长途电话、复印、打印或者秘书服务,商务中心员工应于服务开始后,即刻填写商务中心收费凭证(杂项凭证)并输入客人账户。“杂项凭证”应在每轮班结束时收集齐,并与从PMS打印出的汇总表一起交予前台存档。

Prior to filing, the Front Office Guest Service Agent is required to verify that the posting have been correctly inputted by the Business Center Guest Service Agent.
存档前,前台员工必须审查以确保商务中心员工正确入账。
    
2.     In the event of cash sales, the Business Center Guest Service Agent will post the transaction into a ‘Business Center’ Permanent Folio and pass the cash receipts to the guest. At the end of the shift, the cash collected is to be enclosed in the Cashier’s Remittance Envelope and deposited into the Drop Safe. 
客人付现时,商务中心员工应将交易输入永久帐户“商务中心”中,并开出现金收据给客人;下班时将现金装入缴款袋,并投入投款箱。

3.     A Batch Summary Report should also be printed out from the PMS by the Business Center Guest Service Agent promptly according to the Charge Voucher in sequence before the Business Center is closed. This Report should be forwarded to the Income Auditor for verification against the Charge Voucher to ensure the accuracy to the charges in Guest Ledger.
在商务中心关闭前,商务中心员工应从前台收银系统中打印出按收费凭证号码排序的汇总报表。此报表应交给日审对收费单作审查,以确保客人帐单的收费正确。
    
4.     In case of cancellation, a “Rebate Voucher” to be prepared by the Business Center Guest Service Agent and approved by the Front Office Manager or Assistant Manager before forwarding to the Front Office Guest Service Agent for posting.
如果发生取消作废情况,商务中心员工应准备好“冲减凭证”给前台经理或大堂副理批准后,才可交给前台员工输入客人账户。
    
5.     The Batch Summary Report and Charge Vouchers after having checked by the Income Auditor is to be filed in folder.
汇总报表和收费凭证经日审核查后存档。
    
6.     The Income Auditor is responsible to spot check the Business Center Voucher on the accuracy, evidenced by his/her signature on the “Charge Voucher”. Any difference or omission should be immediately informed to the Front Office Manager for further investigation.    
日审负责抽查商务中心收费单的准确性,并在收费单上签字。如发现任何不同或遗漏应即刻上报前台经理作进一步的调查。 查看全部
Objective 目标:

To ensure that there are adequate controls so that the Business Centre revenues are maximize.
确保将客人的消费记账,使商务中心收入最大化。


Procedure 程序:

1.     Guests when requesting facsimile & long distance call, photocopy, typing and secretarial service in the Business Center, the Business Center Guest Service Agent is responsible to fill up the Business Center Charge Voucher (Miscellaneous Voucher) immediately after the services have been rendered and posted it into the Guest Ledger. The “Charge Voucher” should be batched at the end of the shift together with the batch summary report printed out from the PMS and then be forwarded to the Front Office Guest Service Agent for filling.
客人如果需要商务中心提供传真、打长途电话、复印、打印或者秘书服务,商务中心员工应于服务开始后,即刻填写商务中心收费凭证(杂项凭证)并输入客人账户。“杂项凭证”应在每轮班结束时收集齐,并与从PMS打印出的汇总表一起交予前台存档。

Prior to filing, the Front Office Guest Service Agent is required to verify that the posting have been correctly inputted by the Business Center Guest Service Agent.
存档前,前台员工必须审查以确保商务中心员工正确入账。
    
2.     In the event of cash sales, the Business Center Guest Service Agent will post the transaction into a ‘Business Center’ Permanent Folio and pass the cash receipts to the guest. At the end of the shift, the cash collected is to be enclosed in the Cashier’s Remittance Envelope and deposited into the Drop Safe. 
客人付现时,商务中心员工应将交易输入永久帐户“商务中心”中,并开出现金收据给客人;下班时将现金装入缴款袋,并投入投款箱。

3.     A Batch Summary Report should also be printed out from the PMS by the Business Center Guest Service Agent promptly according to the Charge Voucher in sequence before the Business Center is closed. This Report should be forwarded to the Income Auditor for verification against the Charge Voucher to ensure the accuracy to the charges in Guest Ledger.
在商务中心关闭前,商务中心员工应从前台收银系统中打印出按收费凭证号码排序的汇总报表。此报表应交给日审对收费单作审查,以确保客人帐单的收费正确。
    
4.     In case of cancellation, a “Rebate Voucher” to be prepared by the Business Center Guest Service Agent and approved by the Front Office Manager or Assistant Manager before forwarding to the Front Office Guest Service Agent for posting.
如果发生取消作废情况,商务中心员工应准备好“冲减凭证”给前台经理或大堂副理批准后,才可交给前台员工输入客人账户。
    
5.     The Batch Summary Report and Charge Vouchers after having checked by the Income Auditor is to be filed in folder.
汇总报表和收费凭证经日审核查后存档。
    
6.     The Income Auditor is responsible to spot check the Business Center Voucher on the accuracy, evidenced by his/her signature on the “Charge Voucher”. Any difference or omission should be immediately informed to the Front Office Manager for further investigation.    
日审负责抽查商务中心收费单的准确性,并在收费单上签字。如发现任何不同或遗漏应即刻上报前台经理作进一步的调查。

1.4.01Laundry Dry Cleaning洗衣及干洗

总结无心插柳 发表了文章 • 0 个评论 • 32 次浏览 • 2016-09-11 14:32 • 来自相关话题

Objective 目标:

To ensure that there are adequate controls so that the Laundry & Dry Cleaning revenues are maximize.
确保将客人的消费记账,使洗衣收入最大化。


Procedure 程序:

1.    Guests when sending laundry or dry cleaning are required to fill up the Laundry & Dry Cleaning List. The Laundry & Dry cleaning List is then checked by the Laundry Clerk and marked immediately for any discrepancy and the guest should be notified immediately. (Refer to Housekeeping policy on this matter)
客人要求洗衣或干洗服务前,需填写洗衣单;洗衣房员工应核对清单,如发现差异应立刻记录并告知客人。(请参照客房部相关政策)

2.    The Laundry & Dry cleaning List should be distributed as follows:
洗衣单应按如下方式分发:  

    1st  Copy -  Retained by Laundry Department , filed in sequence of date & room no. and to be    
referred to in case of dispute with guests.
第一联  -  洗衣房留底,按日期和房间号顺序存档,以便当与客人发生分歧时作参考;

    Duplicate  - To be attached to guest’s laundry when delivered to guest.
第二联     -  送抵客人洗衣时附上;
    
    Triplicate  - To be forward to the Front Office.
    第三联    -  交予前厅部。

3.    The Laundry Clerk is responsible to input to POS immediately, and forward the 3rd copy of Laundry & Dry Cleaning List to the Front Office Guest Service Agent for justification for guest after being batched together at the end of each shift. The Laundry Clerk is required to print out the batch summary report prior to shift closing from the POS.
洗衣房文员负责将金额输入收银系统;每天换班时,将当班的洗衣单第三联一并送往前台客服处作收款凭证,并从收银系统中打印当班的汇总报表。        

4.    The Income Auditor will review the batch summary report for verification against the Laundry & Dry Cleaning List to ensure the accuracy of the charges in Guest Ledgers.
日审根据洗衣单对汇总报告作审核,保证客人账单的准确性。

5.    In case of cancellation for whatsoever reason, a “Rebate Voucher” is to be prepared by the Laundry Clerk and approved by the Laundry Manager or Assistant Manager before posting. Similarly, a batch summary report should be printed out prior to shift closing from the POS before forwarding to the Front Office Reception. All reports forwarded to Front Office Reception must be initialed by the Laundry Clerk.
无论什么原因需取消收入,洗衣房员工应准备“冲减凭证”,并在输入系统前交洗衣房经理或大堂副理批准;同样地,洗衣房文员应于下班前从POS系统打印当班的汇总报表并交到前台接待处;所有交到前台接待的报表都应由洗衣房文员签字。

6.    The Front Office Guest Service Agent upon receipt of the batch summary reports must verify all the entries were correctly inputted by the Laundry Clerk noting the signatures and room nos. against the Guest Ledgers.
前台客服处于收到报表后,核对电脑中所有洗衣房文员输入系统的记录,确保客人签字及房号都准确。

7.    The batch summary reports together with the attachments after being checked by the Income Auditor for his/her filing.
汇总报表及其附件被日审审核后存档。

8.    The Income Auditor is also responsible to spot check the Laundry & Dry Cleaning List on the accuracy and against the batch summary report, evidenced by his/her signature on the Laundry & Dry Cleaning List. Any differences or omission should immediately be informed to the Laundry Manager for further investigation.
日审负责抽查洗衣单及汇总报表是否准确并在洗衣单上签字作证。如发现任何差异或问题应即刻通知洗衣经理作进一步调查。 查看全部
Objective 目标:

To ensure that there are adequate controls so that the Laundry & Dry Cleaning revenues are maximize.
确保将客人的消费记账,使洗衣收入最大化。


Procedure 程序:

1.    Guests when sending laundry or dry cleaning are required to fill up the Laundry & Dry Cleaning List. The Laundry & Dry cleaning List is then checked by the Laundry Clerk and marked immediately for any discrepancy and the guest should be notified immediately. (Refer to Housekeeping policy on this matter)
客人要求洗衣或干洗服务前,需填写洗衣单;洗衣房员工应核对清单,如发现差异应立刻记录并告知客人。(请参照客房部相关政策)

2.    The Laundry & Dry cleaning List should be distributed as follows:
洗衣单应按如下方式分发:  

    1st  Copy -  Retained by Laundry Department , filed in sequence of date & room no. and to be    
referred to in case of dispute with guests.
第一联  -  洗衣房留底,按日期和房间号顺序存档,以便当与客人发生分歧时作参考;

    Duplicate  - To be attached to guest’s laundry when delivered to guest.
第二联     -  送抵客人洗衣时附上;
    
    Triplicate  - To be forward to the Front Office.
    第三联    -  交予前厅部。

3.    The Laundry Clerk is responsible to input to POS immediately, and forward the 3rd copy of Laundry & Dry Cleaning List to the Front Office Guest Service Agent for justification for guest after being batched together at the end of each shift. The Laundry Clerk is required to print out the batch summary report prior to shift closing from the POS.
洗衣房文员负责将金额输入收银系统;每天换班时,将当班的洗衣单第三联一并送往前台客服处作收款凭证,并从收银系统中打印当班的汇总报表。        

4.    The Income Auditor will review the batch summary report for verification against the Laundry & Dry Cleaning List to ensure the accuracy of the charges in Guest Ledgers.
日审根据洗衣单对汇总报告作审核,保证客人账单的准确性。

5.    In case of cancellation for whatsoever reason, a “Rebate Voucher” is to be prepared by the Laundry Clerk and approved by the Laundry Manager or Assistant Manager before posting. Similarly, a batch summary report should be printed out prior to shift closing from the POS before forwarding to the Front Office Reception. All reports forwarded to Front Office Reception must be initialed by the Laundry Clerk.
无论什么原因需取消收入,洗衣房员工应准备“冲减凭证”,并在输入系统前交洗衣房经理或大堂副理批准;同样地,洗衣房文员应于下班前从POS系统打印当班的汇总报表并交到前台接待处;所有交到前台接待的报表都应由洗衣房文员签字。

6.    The Front Office Guest Service Agent upon receipt of the batch summary reports must verify all the entries were correctly inputted by the Laundry Clerk noting the signatures and room nos. against the Guest Ledgers.
前台客服处于收到报表后,核对电脑中所有洗衣房文员输入系统的记录,确保客人签字及房号都准确。

7.    The batch summary reports together with the attachments after being checked by the Income Auditor for his/her filing.
汇总报表及其附件被日审审核后存档。

8.    The Income Auditor is also responsible to spot check the Laundry & Dry Cleaning List on the accuracy and against the batch summary report, evidenced by his/her signature on the Laundry & Dry Cleaning List. Any differences or omission should immediately be informed to the Laundry Manager for further investigation.
日审负责抽查洗衣单及汇总报表是否准确并在洗衣单上签字作证。如发现任何差异或问题应即刻通知洗衣经理作进一步调查。

1.3.01Utilising Long Distance Call Control长途电话控制

总结无心插柳 发表了文章 • 0 个评论 • 21 次浏览 • 2016-09-11 14:31 • 来自相关话题

Objective 目标:

The usage of long distance call (domestic & overseas) facilities should be properly controlled to ensure that these facilities used are solely for business in nature. Any personal calls should be identified and paid by the individual concerned. Henceforth, the integrity of all individuals is highly regarded.
应妥善控制长途电话(国内和国际)的使用,确保只用于公事。任何私人电话应由个人付款。因此,应高度重视员工的诚实道德品质。


Procedure 程序:

1.     All administrative telephone lines should be given IDD/DDD access based on seniority and/or job necessity. 
所有行政用电话都应根据职位及工作需要设置IDD/DDD使用权限。

2.     Director of Rooms/Front Office Manager should draw up the checklist of all administrative lines for the General Manager’s approval. 
房务总监/前台经理应编制汇总所有行政用电话使用权限的清单报总经理批准。

3.     This list should be reviewed from time to time. 
这份电话清单应被经常复核。

4.     Every Monday, a weekly telephone print out is distributed to all relevant Department Heads to be verified, indicating the name of the receiver and company, evidenced by his / her signature and returned to the Income Auditor for filing.
每周一,应打印出所有行政用的一周电话清单,交予相关部门经理审阅,并标注出对方电话接听人及公司的名称,待经理签字后交回由收入审计存档。

5.     Should such copies not be returned to the Finance Department promptly, the Finance Department has the liberty to charge the full cost to the Department Head concerned.
如上述资料不能迅速送达财务部,财务部有权向有关的部门经理收取相应的全部费用。

6.     Should there be any personal charges indicated, the Income Auditor will make a copy to the Accounts Receivable to charge the individual’s city-ledger account, which is to be settled at the end of each month.
如存在需收费的私人电话,收入审计应通知应收主管输入相关的个人账户并于月末结算。

7.     In the event that the caller does not have access, but requires the operator to assist in the call, the operator on duty must first obtain permission from the relevant department head.
如其他无权限使用长途电话的员工要总机协助接通长途时,总机必须首先征得部门经理得同意。

8.     The weekly print out of the call should be forwarded subsequently to the department head for initial to acknowledge approval.
打印出的一周电话单应随后交到部门经理作签字批准。 查看全部
Objective 目标:

The usage of long distance call (domestic & overseas) facilities should be properly controlled to ensure that these facilities used are solely for business in nature. Any personal calls should be identified and paid by the individual concerned. Henceforth, the integrity of all individuals is highly regarded.
应妥善控制长途电话(国内和国际)的使用,确保只用于公事。任何私人电话应由个人付款。因此,应高度重视员工的诚实道德品质。


Procedure 程序:

1.     All administrative telephone lines should be given IDD/DDD access based on seniority and/or job necessity. 
所有行政用电话都应根据职位及工作需要设置IDD/DDD使用权限。

2.     Director of Rooms/Front Office Manager should draw up the checklist of all administrative lines for the General Manager’s approval. 
房务总监/前台经理应编制汇总所有行政用电话使用权限的清单报总经理批准。

3.     This list should be reviewed from time to time. 
这份电话清单应被经常复核。

4.     Every Monday, a weekly telephone print out is distributed to all relevant Department Heads to be verified, indicating the name of the receiver and company, evidenced by his / her signature and returned to the Income Auditor for filing.
每周一,应打印出所有行政用的一周电话清单,交予相关部门经理审阅,并标注出对方电话接听人及公司的名称,待经理签字后交回由收入审计存档。

5.     Should such copies not be returned to the Finance Department promptly, the Finance Department has the liberty to charge the full cost to the Department Head concerned.
如上述资料不能迅速送达财务部,财务部有权向有关的部门经理收取相应的全部费用。

6.     Should there be any personal charges indicated, the Income Auditor will make a copy to the Accounts Receivable to charge the individual’s city-ledger account, which is to be settled at the end of each month.
如存在需收费的私人电话,收入审计应通知应收主管输入相关的个人账户并于月末结算。

7.     In the event that the caller does not have access, but requires the operator to assist in the call, the operator on duty must first obtain permission from the relevant department head.
如其他无权限使用长途电话的员工要总机协助接通长途时,总机必须首先征得部门经理得同意。

8.     The weekly print out of the call should be forwarded subsequently to the department head for initial to acknowledge approval.
打印出的一周电话单应随后交到部门经理作签字批准。

1.2.01 Banquet Revenue Control宴会收入控制

总结无心插柳 发表了文章 • 0 个评论 • 20 次浏览 • 2016-09-11 14:30 • 来自相关话题

Objective 目标:

    To maximize banquet revenue by ensuring that all banquet functions are properly accounted for and charged accordingly.
    通过正确地核算和收取宴会的收入,使宴会收入最大化。

Procedure 程序:

1.    All tentative and confirmed functions must be documented in a “Function Book”. Cancelled functions must be erased or noted to prevent the unnecessary denial of business.
所有待定的和确认的宴会必须登记在“宴会登记薄”上。取消的宴会必须在“宴会登记薄”上删除或清楚注明以避免给酒店的收入带来损失(酒店有可能因此而拒绝新的预订)。

2.    The Banquet Manager will maintain the “Function Book”. The purpose of the Function Book is to provide a permanent record of all functions.
宴会登记薄由宴会厅经理保管,用以永久记录所有的宴会。
    
3.    The following information must be included in the Function Book for tentative bookings, recorded in pencil:
宴会登记薄上记录的待订预订要用铅笔记录以下信息:

    Name and address of the party (group, company, etc.) 
该团体(团队、公司等)的名称和地址
    
    Method of payment, rate quoted and set-up requirements.
付款方式、报价及宴会设置要求

4.    When the function is confirmed, the information concerning the function (including event order number) will be entered into the Function Book in ink.
宴会经确定后,关于该宴会的信息(包括宴会预订单号)必须用钢笔记录到宴会登记薄上。

5.    A signed contract, deposit or form of guarantee should be obtained for all banquet functions. Contracts should be executed in accordance with the hotel’s credit policy. The Director, Finance & Business Support must approve any deviations from the standard contract.
所有的宴会都必须签订合同,并预付定金或签署付款担保书。合同的相关规定须遵循酒店的信贷政策。对于与标准合同有偏差的部分必须得到财务总监的批准后,才能被签署。

6.    All individuals and groups with functions to be billed on account must have prior approval by the credit department.
所有个人或团队宴会的消费挂账都必须预先得到信贷部的同意。

7.    A numbered Event Order will be prepared for each function. Information on this form will be basically the same as that recorded in the Function Book, except that greater detail is provided concerning the detail menu items, prices, minimum covers, miscellaneous charges, service and equipment requirements, entertainment gratuities, etc.
每一个宴会都需编制带有编号的宴会定单。除了详细的菜单、价格、最低保证人数、杂项收费、服务和所需设备、活动小礼品等相关的详细资料外,预定单上的信息应基本上和宴会登记簿上一致。

8.    The Event Order will be in multiple copies for distribution to all relevant departments (chef, F&B director, Chief Steward etc) for planning and scheduling of employees. A copy must be forwarded to the finance department to allow comparison with the final banquet bill. All amendments to the Event Order must be numbered with reference to the original and similarly circulated.
为了做好工作计划和人员安排,将宴会预订单的复印件分送到所有相关的部门(总厨、餐饮总监、管事部经理等)。每个宴会预订单的复印件应转交一份给财务部便于和最终的宴会消费账单对照。所有修改的宴会单的编号必须与原单一致,并分发到相关部门。

9.    An Event Order must be nominated the master. Likely, the master Event Order will be retained by the captain/manager overseeing the event. The master Event Order will record all amendments i.e. number of covers consumed, menu items etc.
每次宴会都需另外有一个主宴会定单,主定单应由领班或经理保管以便总体检查;宴会主定单要记录所有的信息及修改,如消费客人的人数,菜单明细等。

10.    Beverage accountability forms should be completed for all banquets. The forms should indicate the type of beverage, opening stock, closing stock, consumption and sales.
每个宴会所消耗的酒水都必须有详细记录,该表格应包括酒水品种、期初数、结存数、消耗及销售数量。

11.    Banquet bills should be raised on the same day as the function, or the following day for late night functions. He guaranteed number of guests or the actual number present, whichever is the greater, should be charged.
宴会帐单应该在宴会举行当天开出;如果宴会在深夜结束,帐单可在第二天开出;如果实际人数大于保证人数,按照实际人数收费。

12.    All items on the Event Order, and amendments to the Event Order and incidentals, such as telephone calls, should be appropriately charged. If management chooses to waive a charge, there should be adequate documentation to support the decision.
所有列在宴会预定单、修改单上的收费项目或其他应收费项目(如电话费等)必须按合同规定收取相应的费用。如果管理层决定免收,须将相关资料附后。

13.    The Income Auditor is responsible to verify and match all banquet bills posted against the Event Order to ensure that all revenue are properly recorded. Any deviations should immediately be followed up with the Banquet Manager and notify the Director, Finance & Business Support.
收入审计负责根据宴会预订单来审查所有的项目是否正确入帐,任何的偏差必须马上通知宴会部经理来跟进,并报告财务总监。

14.    The copy of charged Banquet bill together with the respective Event Order should also be sent to the Executive Chef the day following the function for his verification on the accuracy of these revenue figures, evidenced by his signature on the charged bill.
宴会结束后,相关宴会预定单必须和帐单订在一起交行政总厨以便检查收入的正确性,并要求在帐单上签名确认。

15.    After the verification by the Executive Chef, the copy of charged bill and Event Order should be filed and maintained by the Income Auditor in date sequence. A Control Sheet showing Event Order number and date should also maintain as cross-reference.
行政总厨检查后,宴会预订单和账单交给收入审计按日期归档保存,收入审计要有一个控制表反映宴会预订单的编号和举行的日期以供参考。

16.    Periodically the Income Auditor should verify the Function Book against the Event Order in his file to ensure that all confirmed banquet events were charged, evidenced by his signature with date on the Function Book.
收入审计定期要根据存档的宴会定单与宴会登记薄进行核对,以确保所有记录在宴会登记薄上的已确认宴会都已举行并入帐,核对后在宴会登记簿上签名及注明日期。

17.    The Cost Controller is responsible to verify and reconcile the Function Requisition and Return Sheet against the Banquet Guest Bill, and to prepare the profit and loss statement for each Banquet Function for management review.
成本部负责根据每个宴会账单去检查并核对相关的宴会出库单和退库单,并编制损益表以供管理层分析。

18.    Food cost for each function should be made based on the storeroom issues and inter-kitchen transfers. Event Order with food cost over 40% should be reported to the Executive Chef and F&B Director for proper explanation
每个宴会的食品成本应根据出库单和厨房内部调拨来核算。如果宴会的食品成本超过40%应该通知行政总厨和餐饮总监来作出合理的解释。 查看全部

Objective 目标:

    To maximize banquet revenue by ensuring that all banquet functions are properly accounted for and charged accordingly.
    通过正确地核算和收取宴会的收入,使宴会收入最大化。

Procedure 程序:

1.    All tentative and confirmed functions must be documented in a “Function Book”. Cancelled functions must be erased or noted to prevent the unnecessary denial of business.
所有待定的和确认的宴会必须登记在“宴会登记薄”上。取消的宴会必须在“宴会登记薄”上删除或清楚注明以避免给酒店的收入带来损失(酒店有可能因此而拒绝新的预订)。

2.    The Banquet Manager will maintain the “Function Book”. The purpose of the Function Book is to provide a permanent record of all functions.
宴会登记薄由宴会厅经理保管,用以永久记录所有的宴会。
    
3.    The following information must be included in the Function Book for tentative bookings, recorded in pencil:
宴会登记薄上记录的待订预订要用铅笔记录以下信息:

    Name and address of the party (group, company, etc.) 
该团体(团队、公司等)的名称和地址
    
    Method of payment, rate quoted and set-up requirements.
付款方式、报价及宴会设置要求

4.    When the function is confirmed, the information concerning the function (including event order number) will be entered into the Function Book in ink.
宴会经确定后,关于该宴会的信息(包括宴会预订单号)必须用钢笔记录到宴会登记薄上。

5.    A signed contract, deposit or form of guarantee should be obtained for all banquet functions. Contracts should be executed in accordance with the hotel’s credit policy. The Director, Finance & Business Support must approve any deviations from the standard contract.
所有的宴会都必须签订合同,并预付定金或签署付款担保书。合同的相关规定须遵循酒店的信贷政策。对于与标准合同有偏差的部分必须得到财务总监的批准后,才能被签署。

6.    All individuals and groups with functions to be billed on account must have prior approval by the credit department.
所有个人或团队宴会的消费挂账都必须预先得到信贷部的同意。

7.    A numbered Event Order will be prepared for each function. Information on this form will be basically the same as that recorded in the Function Book, except that greater detail is provided concerning the detail menu items, prices, minimum covers, miscellaneous charges, service and equipment requirements, entertainment gratuities, etc.
每一个宴会都需编制带有编号的宴会定单。除了详细的菜单、价格、最低保证人数、杂项收费、服务和所需设备、活动小礼品等相关的详细资料外,预定单上的信息应基本上和宴会登记簿上一致。

8.    The Event Order will be in multiple copies for distribution to all relevant departments (chef, F&B director, Chief Steward etc) for planning and scheduling of employees. A copy must be forwarded to the finance department to allow comparison with the final banquet bill. All amendments to the Event Order must be numbered with reference to the original and similarly circulated.
为了做好工作计划和人员安排,将宴会预订单的复印件分送到所有相关的部门(总厨、餐饮总监、管事部经理等)。每个宴会预订单的复印件应转交一份给财务部便于和最终的宴会消费账单对照。所有修改的宴会单的编号必须与原单一致,并分发到相关部门。

9.    An Event Order must be nominated the master. Likely, the master Event Order will be retained by the captain/manager overseeing the event. The master Event Order will record all amendments i.e. number of covers consumed, menu items etc.
每次宴会都需另外有一个主宴会定单,主定单应由领班或经理保管以便总体检查;宴会主定单要记录所有的信息及修改,如消费客人的人数,菜单明细等。

10.    Beverage accountability forms should be completed for all banquets. The forms should indicate the type of beverage, opening stock, closing stock, consumption and sales.
每个宴会所消耗的酒水都必须有详细记录,该表格应包括酒水品种、期初数、结存数、消耗及销售数量。

11.    Banquet bills should be raised on the same day as the function, or the following day for late night functions. He guaranteed number of guests or the actual number present, whichever is the greater, should be charged.
宴会帐单应该在宴会举行当天开出;如果宴会在深夜结束,帐单可在第二天开出;如果实际人数大于保证人数,按照实际人数收费。

12.    All items on the Event Order, and amendments to the Event Order and incidentals, such as telephone calls, should be appropriately charged. If management chooses to waive a charge, there should be adequate documentation to support the decision.
所有列在宴会预定单、修改单上的收费项目或其他应收费项目(如电话费等)必须按合同规定收取相应的费用。如果管理层决定免收,须将相关资料附后。

13.    The Income Auditor is responsible to verify and match all banquet bills posted against the Event Order to ensure that all revenue are properly recorded. Any deviations should immediately be followed up with the Banquet Manager and notify the Director, Finance & Business Support.
收入审计负责根据宴会预订单来审查所有的项目是否正确入帐,任何的偏差必须马上通知宴会部经理来跟进,并报告财务总监。

14.    The copy of charged Banquet bill together with the respective Event Order should also be sent to the Executive Chef the day following the function for his verification on the accuracy of these revenue figures, evidenced by his signature on the charged bill.
宴会结束后,相关宴会预定单必须和帐单订在一起交行政总厨以便检查收入的正确性,并要求在帐单上签名确认。

15.    After the verification by the Executive Chef, the copy of charged bill and Event Order should be filed and maintained by the Income Auditor in date sequence. A Control Sheet showing Event Order number and date should also maintain as cross-reference.
行政总厨检查后,宴会预订单和账单交给收入审计按日期归档保存,收入审计要有一个控制表反映宴会预订单的编号和举行的日期以供参考。

16.    Periodically the Income Auditor should verify the Function Book against the Event Order in his file to ensure that all confirmed banquet events were charged, evidenced by his signature with date on the Function Book.
收入审计定期要根据存档的宴会定单与宴会登记薄进行核对,以确保所有记录在宴会登记薄上的已确认宴会都已举行并入帐,核对后在宴会登记簿上签名及注明日期。

17.    The Cost Controller is responsible to verify and reconcile the Function Requisition and Return Sheet against the Banquet Guest Bill, and to prepare the profit and loss statement for each Banquet Function for management review.
成本部负责根据每个宴会账单去检查并核对相关的宴会出库单和退库单,并编制损益表以供管理层分析。

18.    Food cost for each function should be made based on the storeroom issues and inter-kitchen transfers. Event Order with food cost over 40% should be reported to the Executive Chef and F&B Director for proper explanation
每个宴会的食品成本应根据出库单和厨房内部调拨来核算。如果宴会的食品成本超过40%应该通知行政总厨和餐饮总监来作出合理的解释。

1.1.03 Rate Code房价代码,菜单价格等审阅

总结无心插柳 发表了文章 • 0 个评论 • 58 次浏览 • 2016-09-08 14:07 • 来自相关话题

Objective 目标:

To ensure that Room rate and code inputted into the PMS (Opera) and Menu/Beverage prices in POS System (Micros) are approved rates/prices and verified correct. Call Accounting charges must also be configured with the agreed mark-up applicable to the local telephone company rates.
确保将房价及代码输入酒店前台系统,酒店餐饮系统的菜单/酒水价格得到批准并核对准确,也必须根据本地电话公司同意的上浮金额设定电话系统价格。


Procedure 程序:

Room Rate and Rate Code 房价及代码

1.     All categories of room rates and rate codes must be documented, approved by the Director of Sales & Marketing, Director of Revenue Manager and General Manager before being loaded into the hotel’s PMS and reservations systems (Opera) including Sales and Catering system.
    所有房价及代码的种类必须有书面文件,在输入酒店前台及预定系统包括销售系统前由销售总监,收益总监及总经理批准。
    
2.     Room rates and rate codes are to be inputted by Reservationists based on the approved rate and code structure.
           房价及代码将由预定人员根据批准的房价及代码结构输入系统。
    
3.     Income Auditor should review and verify the room rates/codes that inputted to system by Reservationists, evidenced by his signature on the related form or document.
收入审计将复核系统中预定人员输入的房价/代码,并在相关表格或文件上签名确认。

4.     Should there be any discrepancy found during the review, the Income Auditor must immediately notify the Director of Finance & Business Support for further action. However, all findings must be documented and filed for future reference.
在审核中如发现任何差异,收入审计必须立即通知财务总监以采取措施,但是,所有问题必须书面存档以做参考。

5.     In the event of rate or code changes during the period, the above procedure must be adhered to.
如房价或代码在此期间有变化,必须坚持以上程序。

Menu/Beverage Pricing 菜单/酒水价格

1.    The Director of Food & Beverage and General Manager must approve all food and beverage (F&B) menu prices, inclusive of banquet menus. Pricing must be reviewed at least twice yearly.
餐饮总监及总经理必须批准所有餐饮菜单价格,包括宴会菜单。必须每年审阅两次菜单价格。

2.    F&B Secretary will input the menu/beverage prices into the POS.
餐饮秘书将菜单及酒水价格输入系统。

3.    Income Auditor must ensure that menu/beverage prices agree to those configured in the POS using the print out from the POS against the Menu/Beverage Prices List. This should be evidenced by his signature  and filed for reference.
收入审计必须确保从系统打印出的菜单/酒水价格与批准的价格一致,并在打印出的价格报表上签字,存档以做参考。

4.    Should there be any discrepancy found during the review, the Income Auditor must immediately notify the Director of Finance & Business Support for further action. However, all findings must be documented and filed for future reference.
在审核中如发现任何差异,收入审计必须立即通知财务总监以采取措施,然而,所有问题必须书面存档以做参考。

5.    In the event of menu/beverage price changes or addition of menu items during the period, the above procedure must be adhered to.
如遇菜单/酒水价格变动或增加菜单项目,必须坚持以上程序。

Telephone电话

1.    IT Manager should ensure that all hotel lines (include guest room or banquet telephone lines) are configured to the hotel’s PMS. Calls must either be routed to guest folios, master folios or permanent folios(House Use). The system must be configured to flag no posts, i.e. calls that have not been posted to one or other of the above folios. The no-post folio should be reviewed daily by Income Auditor and any excessive or abnormal postings should be  brought to the attention of the Dir of Finance 
电脑经理必须确保所有酒店电话线(包括客房电话或宴会电话线)设入酒店PMS系统,电话费用必须转到客人帐单、主帐单或永久帐单中(行政电话线)。系统对未入账必须有标注,以示没有入至前面所提及账单,日审对未入账必须审核,任何反常的记录必须引起财务总监注意。

2.    IT Manager should ensure on a monthly basis that the configured telephone rates, plus agreed mark-up reasonably agree to the applicable telephone rates, i.e. China Telecom.
电脑经理确保设定的电话价格,加上同意的上浮价格部分,与中国电信的电话价格一致。

Others 其他

1.    All rates/prices (including mini-bar, laundry list, etc) must be approved by the General Manager. The Income Auditor is to conduct his audit based on approved rates/prices lists.
所有价格(包括客房小冰箱,洗衣清单等)必须由总经理批准,收入审计将根据批准的价格核查。

2.    Should the Income Auditor discover any variances/discrepancies, he must immediately notify the Director of Finance & Business Support for further action.
如收入审计发现任何差异,他必须立即通知财务总监以采取措施。 查看全部

Objective 目标:

To ensure that Room rate and code inputted into the PMS (Opera) and Menu/Beverage prices in POS System (Micros) are approved rates/prices and verified correct. Call Accounting charges must also be configured with the agreed mark-up applicable to the local telephone company rates.
确保将房价及代码输入酒店前台系统,酒店餐饮系统的菜单/酒水价格得到批准并核对准确,也必须根据本地电话公司同意的上浮金额设定电话系统价格。


Procedure 程序:

Room Rate and Rate Code 房价及代码

1.     All categories of room rates and rate codes must be documented, approved by the Director of Sales & Marketing, Director of Revenue Manager and General Manager before being loaded into the hotel’s PMS and reservations systems (Opera) including Sales and Catering system.
    所有房价及代码的种类必须有书面文件,在输入酒店前台及预定系统包括销售系统前由销售总监,收益总监及总经理批准。
    
2.     Room rates and rate codes are to be inputted by Reservationists based on the approved rate and code structure.
           房价及代码将由预定人员根据批准的房价及代码结构输入系统。
    
3.     Income Auditor should review and verify the room rates/codes that inputted to system by Reservationists, evidenced by his signature on the related form or document.
收入审计将复核系统中预定人员输入的房价/代码,并在相关表格或文件上签名确认。

4.     Should there be any discrepancy found during the review, the Income Auditor must immediately notify the Director of Finance & Business Support for further action. However, all findings must be documented and filed for future reference.
在审核中如发现任何差异,收入审计必须立即通知财务总监以采取措施,但是,所有问题必须书面存档以做参考。

5.     In the event of rate or code changes during the period, the above procedure must be adhered to.
如房价或代码在此期间有变化,必须坚持以上程序。

Menu/Beverage Pricing 菜单/酒水价格

1.    The Director of Food & Beverage and General Manager must approve all food and beverage (F&B) menu prices, inclusive of banquet menus. Pricing must be reviewed at least twice yearly.
餐饮总监及总经理必须批准所有餐饮菜单价格,包括宴会菜单。必须每年审阅两次菜单价格。

2.    F&B Secretary will input the menu/beverage prices into the POS.
餐饮秘书将菜单及酒水价格输入系统。

3.    Income Auditor must ensure that menu/beverage prices agree to those configured in the POS using the print out from the POS against the Menu/Beverage Prices List. This should be evidenced by his signature  and filed for reference.
收入审计必须确保从系统打印出的菜单/酒水价格与批准的价格一致,并在打印出的价格报表上签字,存档以做参考。

4.    Should there be any discrepancy found during the review, the Income Auditor must immediately notify the Director of Finance & Business Support for further action. However, all findings must be documented and filed for future reference.
在审核中如发现任何差异,收入审计必须立即通知财务总监以采取措施,然而,所有问题必须书面存档以做参考。

5.    In the event of menu/beverage price changes or addition of menu items during the period, the above procedure must be adhered to.
如遇菜单/酒水价格变动或增加菜单项目,必须坚持以上程序。

Telephone电话

1.    IT Manager should ensure that all hotel lines (include guest room or banquet telephone lines) are configured to the hotel’s PMS. Calls must either be routed to guest folios, master folios or permanent folios(House Use). The system must be configured to flag no posts, i.e. calls that have not been posted to one or other of the above folios. The no-post folio should be reviewed daily by Income Auditor and any excessive or abnormal postings should be  brought to the attention of the Dir of Finance 
电脑经理必须确保所有酒店电话线(包括客房电话或宴会电话线)设入酒店PMS系统,电话费用必须转到客人帐单、主帐单或永久帐单中(行政电话线)。系统对未入账必须有标注,以示没有入至前面所提及账单,日审对未入账必须审核,任何反常的记录必须引起财务总监注意。

2.    IT Manager should ensure on a monthly basis that the configured telephone rates, plus agreed mark-up reasonably agree to the applicable telephone rates, i.e. China Telecom.
电脑经理确保设定的电话价格,加上同意的上浮价格部分,与中国电信的电话价格一致。

Others 其他

1.    All rates/prices (including mini-bar, laundry list, etc) must be approved by the General Manager. The Income Auditor is to conduct his audit based on approved rates/prices lists.
所有价格(包括客房小冰箱,洗衣清单等)必须由总经理批准,收入审计将根据批准的价格核查。

2.    Should the Income Auditor discover any variances/discrepancies, he must immediately notify the Director of Finance & Business Support for further action.
如收入审计发现任何差异,他必须立即通知财务总监以采取措施。