2.02 Policies _ Procedures Front Office_ 99 pages

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2.02 Policies _ Procedures Front Office_ 99 pages Powered By Docstoc

FO 01 FO 02 FO 03 FO 04 FO 05 FO 06 FO 07 FO 08 FO 09 FO 10 FO 11 FO 12 FO 13 FO 14 FO 15 FO 16 FO 17 FO 18 FO 19 FO 20 FO 21 FO 22 FO 23 FO 24 FO 25 FO 26 FO 27 FO 28 FO 29 FO 30 FO 31 FO 32 FO 33 FO 34 FO 35 FO 36 FO 37 FO 38 FO 39 FO 40 FO 41 FO 42 Cash Paid Out Credit Cards Cashier Shortage And Over Charge Tipping Policy Lost & Found Loss & Damage Robbery Theft Procedure Lost And Found Unclaimed Deposit Refund Room Master Room Search Rebate Remittance Procedures Disease Medical Emergency Medicine Medical Assistance Guest Injury Emergency Procedure Emergency Procedure Accidents Fire Extinguishers Back Of House Emergency House Tragedy Death Slept Out Room Room Found Vacant House Use Rooms Do Not Disturb Room Guest Master Key Car Holders Hotel Skippers Access Public Damage By Guest Telephone & Fax Management Phone Use Sales Phone Walkie Talkie Resort Vehicle Ownership Vehicles Front Office Club Cars Driver Allowance Driver Outside Control Vehicles


FO 43 FO 44 FO 45 FO 46 FO 47 FO 48 FO 49 FO 50 FO 51 FO 52 FO 53 FO 54 FO 55 FO 56 FO 57 FO 58 FO 59 FO 60 FO 61 FO 62 FO 63 FO 64 FO 65 FO 66 FO 67 FO 68 FO 69 FO 70 FO 71 FO 72 FO 73 FO 74 FO 75 FO 76

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Department: Front Office Subject: Cash Paid Out Ref: FO 01 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Department Heads

Purpose: To establish guidelines for the captioned subject and to keep Paid Out to a minimum, and to ensure that Paid Out transactions are properly validated and authorized Procedure 1. Paid Outs at Front Desk is classified as follows: a Miscellaneous Paid Out – Paid out in the form of cash advance for guest services – purchase of flowers, guest transport, air ticket and goods at hotel’s shop arcade etc. A Refund of guest’s deposits. 2. Paid Outs shall be in local currency only.


The Paid Out Voucher must be handled and approved in the following manner:


Miscellaneous Paid Out.

a. Approval by Duty Manager for amount not exceeding $ 100.

b. Approval by Front Office Manager or Asst. Front Office Manager for amount above $ 100 up to maximum of $ 500.

c. Approval by General Manager, Executive Assistant Manager or Financial Controller for amount exceeding $ 500 d. A 5% handling fee will be charged to guest’s account for the Paid Out made. ii. Refund of balance Guest Deposit a. A refund of a guest’s balance deposit must be accompanied by the original copy of Cash Receipt issued to the guest when he checks in.

b. If a guest misplaces the Cash Receipt, this should be indicated on the Paid Out Voucher. Guest must sign on both Paid Out Voucher and Guest Folio. The signature on the Voucher/Folio must be matched with the signature on the Guest Registration Card.

c. Approval from Duty Manager, Asst. Front Office Manager or Front Office Manager must be obtained for refund exceeding RMB1, 000 and when a guest has lost the Cash Receipt.

4. Upon receiving request for Paid Out, the Front Office Agent will print out Paid Out Voucher in Opera system or raise a multi-function voucher in duplicate if the system down. The following must be recorded. Guest Name Room Number Date Description/purpose of Paid Out transactions Amount The Front Office Agent’s signature The authorizing signature The guest’s signature

5. Paid Out Voucher must be approved by authorized personnel before cash is paid. 6. All Paid Out Vouchers must be used in numerical sequence. Cancelled vouchers must be returned to the Accounts Department (Night Audit). The employee will be charged $ 2 for each missing Paid Out Voucher.

Applicable Departments END

Front Office /Finance

Description: Hospitality Manuals for the Hotels, Resorts and Travel Agencys.