In order to standardize the post operation process of cashiers in the hotel industry of the Group, improve the working efficiency of cashiers, meet the daily operation needs of the hotel industry to a greater extent, and establish the brand image of the hotel industry of the Group, these operating procedures are specially formulated.

The first part of the front desk cashier operation specification

A, succession preparation:

A, the cashier must arrive at work 15 minutes in advance, and check whether the work clothes are clean, whether the dress is standardized and whether the working environment is clean; If it is not neat, clean and standardized, it is necessary to clean up the specifications in time;

B, check whether the equipment needed for work is working normally, and report for repair in time if there are any problems;

C, check whether the work necessities are sufficient, such as invoices, receipts, printing paper, etc. Whether it needs to be supplemented in time.

Second, inheritance:

A, first of all, look at the log book, master all the recorded items, so as to handle them in time at work.

B, check whether the computer log report is consistent with the cash log book, and check whether the cash is consistent with the computer log report.

C. check whether the cash structure is reasonable and whether the change is sufficient.

D. Check whether the actual quantity of invoices, receipts and other bills and securities is consistent with the records in the log.

E. Check the documents in the guest room account folder with the computer data to see whether they are consistent, whether there are any missing or incomplete documents and whether the documents are misplaced in the account folder. If you have any questions, you should ask clearly about your work and then remedy them in time. If it can't be solved, report it to the superior immediately. Check whether the guests who pay by credit card exceed the authorized amount and need additional authorization.

F, check whether the "shift" column recorded in the computer program is correct, so as to avoid the confusion of cashier's statements caused by repeated shifts.

Third, the guest check-in procedures:

A. If the guest chooses to pay in cash, the hotel deposit should be collected according to the room type, number of rooms, check-in time, whether the guest needs to sign the guest list and the approximate amount of the guest list, but the balance must be sufficient. General hotel deposit amount is not less than one day's rent +300 yuan. When collecting the deposit, the system of singing, receiving and paying should be implemented (that is, when collecting the deposit, you should say "I received your deposit of RMB * *" and when giving the receipt to the guests, you should say "Here is your deposit slip of RMB * *, please keep it"). The receipt should be in the same case, and the guest's name, room number, date and other information should be clearly filled in, and the date should be specific to * * * *.

B, if the guest pays by credit card, the domestic card should use online transaction (that is, use POS card) instead of manual card; At present, foreign cards can only be swiped manually. When swiping domestic/foreign cards, guests are required to show their ID cards/passports and fill in their ID cards/passport numbers on the shopping list. Check the ID card/passport with the cardholder, check the authenticity of the certificate, check the guest's name with the pinyin on the credit card, and ask the guest to sign the purchase order (note: foreign card guests generally do not sign the purchase order when they check in, but only sign it on the back of the cover of the purchase order). Check the signature handwriting with the handwriting on the back of the credit card, check whether the guest signature on the accommodation registration form has been signed, and whether the signature handwriting is consistent with the guest handwriting on the back of the credit card. If the guest promises to pay for other companions, the guest also needs to sign the signature of the companion accommodation registration form.

C. If the guest is the signing unit of the agreement account, after signing the contract, it is necessary to check whether the guest is a valid signatory or whether it is effectively authorized, and whether the guest's handwriting is consistent with the handwriting left in advance. If the guest does not belong to the list specified in the other party's agreement, explain to the guest: "Sorry, your name is not in the agreement between your company and the hotel." If the guest insists on signing the bill, the cashier will contact the loan officer of the hotel finance department directly. And explained to the guest, "please wait a moment, we will contact the hotel finance department immediately and get back to you." Ask the lobby manager to be present when necessary.

D. Our store generally does not accept payment methods such as checks and money orders, and business units can only accept them after they have been approved by the Finance Department. E, it is required that the time span of the whole check-in procedure generally does not exceed 3 minutes.

Four, computer recording:

A, timely deposit the hotel deposit into the guest account in the computer, and pay attention to the receipt number when entering the bill, so as to check and find it, and clip the documents into the guest account folder.

B, all kinds of expenses of the business bar, coffee bar, commodity department and other areas of consumption, such as guest account, etc., should be timely input guest account, and check whether the signature is complete, whether it is consistent with the guest information and handwriting.

Verb (short for verb) close:

A, after receiving the guest room card and confirming the room number and whether to check out, notify the room service center to make rounds, and clean up the guest account folder at the same time, and check whether there are any missing or wrong orders in consumption. If so, it should be remedied in time to see if there is any payment for other rooms. After the waiter reports it, you can print the bill and give it to the guests for checking and signing. The whole checkout process generally does not exceed 3 minutes. If the room service center fails to make rounds in time, the guests should report on their own (note: if it is a group room or a long-term house, the summary bill should be printed before printing the bill for verification. It is particularly emphasized that group houses or long-term rental houses with AR accounts should submit the summary bill together with the subsidiary ledger to facilitate the loan officer to check with the borrower).

B. When the guest checks out with the deposit slip, carefully check whether the number and amount of the deposit slip are consistent with those in the computer. If the deposit slip is lost, the guest should be required to show his ID card to prove that the identity of the guest is completely consistent with the registration form, and ask the guest to mark the words "invalid deposit slip" on the bill, and then settle the bill. The principle of "sing, receive and pay" should also be observed when refunding (that is, when refunding, you must say "this is a refund for you, please keep it".

C. When the guest pays by credit card and swipes the card by hand, the credit card can only be filled in after the guest confirms that the consumption amount is correct. If it is a wild card, you must ask the guest to sign the purchase order before you can link the guest.

D, credit settlement should also be signed by the guest, confirm the amount and check-out time.

6. Go through the formalities of guest renewal: according to the room balance and whether to renew the room, prepare a dunning report, and remind the guest to make up the money at the front desk in time to make a new room card for the guest. If the payment has not been made at 8:00 pm, it should be reported to the lobby manager for handling.

Seven, succession:

One, will be the class failed to solve all kinds of problems in succession, if you need to report to the superior, report in time.

B, check whether the computer log report is consistent with the cash log payment, and check whether the cash is consistent with the computer log report.

C. Check the customer's account folder data with the computer data to see whether they are consistent, whether there are missing or incomplete files and the information is misplaced in the account folder. If you have any questions, ask the office clearly and remedy them in time. If it cannot be solved, it should be reported to the superior immediately to check whether the consumption of customers using credit cards exceeds the authorized amount and whether additional authorization is needed.

Part II Operating Specification for Catering and Entertainment Cashier 1, Preparation before class (same as cashier at the front desk, omitted):

Second, inheritance:

A, first of all, look at the log book, master all the recorded items, so as to handle them in time at work.

B, check the computer log sheet, whether there is an outstanding log sheet, and check with the log book. If there is a bill handed down at work, ask about it so that it can be handled in time, and report it to the superior in time if there is any problem.

C. Check whether the "shifts" recorded in the computer program are correct, so as to avoid the confusion of cashier's statements caused by repeated shifts.

Third, single input:

A. Opening a table: according to the wine list or food list issued by the waiter, open the table number in the computer, enter the number of people to eat, and save it. Because the computer distinguishes restaurants by station numbers, you should be careful not to enter the wrong station number and number of people when opening the station. If you open the wrong station number, you may enter the wrong restaurant, resulting in confusion of income accounts, and because of the different prices of different restaurants, it will also lead to overcharge or undercharge.

B, document input: according to the documents issued by the waiter, input them into the computer correctly.

Fourth, check out:

A, according to the figures reported by the waiter, print the consumption bill and give it to the waiter. If the guest pays in cash, invoice directly and pay the bill in the computer.

B. When the guest asks to sign the room account, the waiter will confirm the guest's identity and ask the guest to sign for approval. The cashier will transfer to the corresponding room account according to the room number and check whether the guest's signature is consistent with the room information.

C. When the guest is the signing unit of the agreement account, after the guest signs the contract, it is necessary to check whether the guest is a valid signatory or whether it is authorized effectively, and whether the guest's handwriting is consistent with the handwriting left in advance. And in the computer, transfer the collection to the accounts receivable system, and the corresponding general ledger unit is. If there is any dispute, please consult the cashier at the front desk and hand it over to the manager of the food and beverage department if necessary.

D. If it is a hotel waitress, check whether the signer is a valid signer of the hotel. If it is an invalid signatory, it should be required to show a valid hospitality list, otherwise it can only be charged for personal consumption.

Verb (short for verb) hand over/file:

A. After all the bills of this class are settled, the handover report should be printed and checked with the money received by this class.

B. Register the guest account, hospitality, bill amount and bill number on the relevant daily summary report for checking at night.

C payment: in the presence of at least one witness, put the business money collected on that day into the designated coin box, and register and sign for confirmation. At the same time, the duty report and all bills are sorted according to the order of bill numbers from small to large, and handed over to the designated place for night check.

D. Handover: If there are other unfinished matters in this shift, it should be noted in the shift book in time so that it can be handled after work.

The third part of the night audit operation specification

1. Take over the cashier work at the front desk, and handle the check-in and check-out procedures for the guests (see the cashier section at the front desk for specific business processes, which is omitted here).

Second, the preparation work before the night trial.

A, check whether all the bills and statements at the cashier are handed in, and whether there is a phenomenon of underpayment of bills; Check whether there are any open bills in the computer. If there is such a phenomenon, the cashier will record it and submit it to the cashier's supervisor for handling.

B, check whether there are unrecorded documents sent by various departments at the front desk. If yes, enter it into the computer and put it into the account folder in their respective rooms.

C. Check the room status and house price with the front desk and floor, whether there is any discrepancy between the room status and house price, whether there is a phenomenon that the guest has checked in but not checked in, and whether the guest has returned the computer. If yes, find out the reason in time.

Third, computer night trial.

A. perform rent pre-examination and entry. Select "No" to check whether the entries in the rent pre-trial report are abnormal. After the inspection, the rent will be pre-examined and entered again. After exceeding the rent, generate a rent entry report and print it.

B, perform night trial and other processing, and check whether the computer performs the guest renewal. After it is correct, the computer will automatically review it. After the audit, check whether the system automatically changes the business date.

C. After the night audit and the date change, the guest will check into the hotel before 6: 00 a.m., and check and record the rent again at 6: 00 a.m., so that the computer can automatically check the rent.

Fourth, auditing.

A * Print the statement on the day of IC card system, and incorporate it into Maxima IC card system to print the statement on the day of IC card impairment. Check the two statements to see if the difference is consistent with the amount received, remedy the mistakes in time and record the cashier's operation.

B * Print IC card consumption report, restaurant income and financial record daily report, entertainment income and financial record daily report, guest room income and financial record daily report, guest room, restaurant and entertainment transfer to AR account report, and check whether IC card consumption is consistent.

C. Check whether the daily report of restaurant income and financial records, entertainment income and financial records are consistent with the daily report of room income and financial records.

D, print the reception form of the front desk and comprehensive cashier, check it with the actual bill, and check whether the reception is in line with the procedures.

E, print the catering discount and service fee change table, give away free of charge, single item discount report, zero free report, single reduction report and abnormal bill report, review the catering and entertainment bill and check whether it meets the prescribed procedures.

F, print the previous day's (if the "night trial" is not conducted in the computer, it will be the same day) menu statistical report and check with each bill, check whether the bill amount is consistent with the corresponding statistics on the report (if it is inconsistent, report it immediately), check whether there are any bills that have not been handed in, check whether there are any underpayments or overpayments, and check whether the use of various coupons, free coupons and securities complies with relevant regulations.

G. The front desk prints the actual check-out report to review the check-in time, check-out time and check-out time of the front desk, whether the rent is all-inclusive, whether half-day rent or full-day rent should be charged, and whether there are prescribed approval procedures for exemption or underpayment.

H. Review the daily room mini-bar report, miscellaneous rent report, business bar consumption report and compensation report, and check with the figures in the daily room business report;

I, check whether the guest's consumption in the hotel is all included in the room account, whether there is any omission or miscalculation, whether the bill calculation is correct, and whether the accounts are all settled.

J, check whether the amount of money on the check-out bill is correct, whether it conforms to the prescribed procedures, whether there is a guest signature, and whether the cash settlement is consistent with the computer report.

K, enter the account query, query the cashier account at the front desk, and print the adjustment account, offset account and discount account. And check with the bill at the front desk, check whether the discount and offset at the front desk are normal and conform to the procedures.

Verb (abbreviation for verb) declaration

A, check whether the night trial worksheet is flat. If it is not flat, the statistical report should be executed again in the night trial. If it is still not flat, it should be reported to the finance department.

B, register the ledger, check whether the ledger settlement amount is correct, whether the unit is correct, and whether it conforms to the prescribed procedures, and check with the AR account statements of rooms, restaurants and entertainment.

C. print the summary of cash receipts for the day.

Audit report on intransitive verbs

Record the problems found in the trial day and night one by one, wait for the cashier's supervisor to verify and deal with them, sort out the documents of the day, and make a good shift change.

The fourth part of the IC card operation process

I. Card Issuance/Change

1, issuing card:

A. If the guest wants to buy an IC card, please go to the cashier at the front desk. The starting point for handling IC cards is 5000 yuan, that is, the amount deposited in the card for the first time shall not be less than 5000 yuan, and 20 yuan handling fee shall be paid separately.

B. When the cashier at the front desk requests to buy an IC card, he should insert the new IC card into the card reader to enter the VIP card management in the Westsoft IC card operating system, read the card number, and check whether the card number is consistent with the embossed card number on the IC card, otherwise the card cannot be issued.

C, when receiving the advance payment from the guest, open a receipt in the financial processing of Westsoft IC card operating system and enter the IC card retrieval column. Find the IC card number in the card reader and double-click. According to the amount of advance payment paid by the guest, enter the amount in the payment column according to the payment method of the guest, and enter the receipt number for confirmation.

D, read the card again, and after checking that the amount is accurate, you can give the IC card together with the receipt to the guest.

2. Card replacement (applicable to Huayuan Hotel):

A. if the IC card pattern held by the guest is 1999 collector's edition IC card, please ask the guest to apply for a new card in the financial office. Because this card is the original DOS IC card, it can't be exchanged at the front desk.

B. If the IC card pattern held by the guest is consistent with the IC card currently used, but there is no embossed card number with the beginning of X or the embossed card number is not the card number with the beginning of X, it is the Maxima system IC card, which can only be used after changing the card at the front desk.

C, changing the card, first enter the Maxima IC card system, read the card to confirm the IC card number, then perform the withdrawal function on the card, and take out all the balances (if a password is required during the withdrawal operation, just enter the capital 6 f), then read the card to confirm that the balance on the card is zero, and then withdraw the card; Then change a new IC card into the West Soft IC card system, and perform the C and D steps in card issuing. The difference is that the card number of the old IC card should be entered in the odd column.

D at the same time, before handing over the new IC card to the guest, ask the guest to confirm that the balance on the old and new IC cards is correct and consistent.

Second, consumption.

A. When a guest asks to pay a deposit with an IC card at check-in, the cashier should open his account and click the receipt. When the deposit input dialog box appears on the display screen, press ctrl+k, select an internal card in the card reading selection bar, and click Exit after confirming that its balance is sufficient. Then enter the amount to be prepaid in the deposit input dialog box, print a receipt for the guest to sign and confirm, and give it to the guest (* Note: at this time, the computer defaults to all the balances on the card.

B. If the guest wants to check out with an IC card, click Check Out first, then click Collect, and then follow the steps described in step "a".

C. When checking in, the guest will check out in advance with the IC card. No cash can be refunded, but the balance can only be returned to the IC card. The specific steps are as described in step "b". D. When a restaurant guest checks out with an IC card, he/she should click Check Out, and the payment check-out dialog box will pop up. Press ctrl+k to confirm that the balance is sufficient. Only after the payment amount is correct can the restaurant check out, print the receipt and ask the guest to sign it for confirmation, and give it to the guest.

Third, matters needing attention

A, all IC card settlement must print receipts, otherwise you should check whether the IC card balance is normal, whether the account is issued successfully, or check whether there is this record in the IC card consumption report in the following common reports in the accounting audit of report experts.

B. When issuing/changing cards, you should print an IC card recharge report and check it with the receipt/Maxima impairment report to see if the operation is correct.

C, all IC card operations are not allowed to use "positive" function, only "positive" and "negative" can be used.