am-0003highbalancereport高余额报表

Task Number 序号 FO-AM0003 Jiuzhai Complex 九寨饭店集群 Department 部门 FO assistant manager 前厅大堂副理 Date Issued 发行日 01/2007 Standard Operating Procedure 标准操作规程 Time To Train 培训时间 20 minutes 分钟 Approved By 批准人 DOR 房务总监 High balance report 高余额报表 Page 页码 1/4 Task – High Balance ReportPage 1 of 4 GUEST EXPECTATION 客人期望 N/A 无 Why is this task important for you and our guests 为什么该任务对你和我们的客人都很重要 Answers 答案 1. Guest can experience our efficiently and accurately service.客人可以体验到我们高效无误的 服务。 2. We must maximize guest satisfaction. 我们必须使我们的客人满意度最大化。 3. Avoid guest complaints. 避免客人投诉。 4. Demonstrate my professionalism. 展示我的职业道德。 5. Improve GSTS score 提高客人满意度调查分数。 STEPS 步骤 How /Standards 标准 Training Question 培训的问题 1 Understand the high balance 理解 高余额 Assistant Manager must check High Balance Report on a daily basis and highlight high balances on the list and appropriate action must be taken according to the of payment listed below. 大堂副理须核查每日高余额报表并 在列表上突出高余额部分。按照下 列付款方式采取相应的行动。 High Balance accounts must be reviewed and the appropriate actions taken in order to anticipate credit risks and avoid unnecessary financial loss. 须核实高余额帐户，并采取相应行 动。目的是预测信用风险、避免不 必要的财务损失。 Credit Card Authorization or Cash Deposit is collected upon check-in. However, guest balances may Is it really necessary to review the high balance report everyday 真的有必要去核查每日高余额报表 吗 What is the appropriate action 什么是相应的行动 How much deposit do we need to take 我们要收多少押金Task Number 序号 FO-AM0003 Jiuzhai Complex 九寨饭店集群 Department 部门 FO assistant manager 前厅大堂副理 Date Issued 发行日 01/2007 Standard Operating Procedure 标准操作规程 Time To Train 培训时间 20 minutes 分钟 Approved By 批准人 DOR 房务总监 High balance report 高余额报表 Page 页码 2/4 Task – High Balance ReportPage 2 of 4 exceed their Credit Limit. 在登记入 住时，就要做信用卡授权或收取现 金押金。然而，客人的余额可能超 过他们的信用权限。 Therefore,the following procedures must take place. 因此，要采取以下程序。 2 Cash payment 现 金支付 Assistant Manager must contact the guest and ask him to review his bill and politely ask for an additional deposit. 大堂副理须联系客人并让他查看他 的帐单，同时礼貌地收取额外的押 金。 The total amount requested must be equal to the Guests average daily expenditure, multiplied by the number of days the guest intends to remain in the hotel. 需求总量必须与客人每日平均花消 乘以客人入住酒店天数相等。 Why does the Assistant Manager have to ask for an additional deposit from the guest 为什么大堂副理要向客人收取额外 的押金 What can I do if the guest is really running out of cash 如果客人真的现金不够，我该怎么 办 3 Credit Card payment信用卡支付 Assistant Manager must contact the guest and ask him to review his bill and ask for an additional credit authorization 大堂副理须联系客人并让他核查他 的帐单，同时询问附加的信用授权。 Obtain guest’s credit card. What should I do if the guest refuses to respond 如果客人拒绝回复，我应该怎么做Task Number 序号 FO-AM0003 Jiuzhai Complex 九寨饭店集群 Department 部门 FO assistant manager 前厅大堂副理 Date Issued 发行日 01/2007 Standard Operating Procedure 标准操作规程 Time To Train 培训时间 20 minutes 分钟 Approved By 批准人 DOR 房务总监 High balance report 高余额报表 Page