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2.02 Policies _ Procedures Front Office_ 99 pages

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					POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE

AGENDA
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POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE

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POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE
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.

3.

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

i.

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.

POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE
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

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