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FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
N
TASK LIST:
1. Issue a safe deposit box
2. Allow a customer access to the safe deposit box
3. Close a safety deposit box
4. Conduct a manual posting
5. Rebate a charge
6. Issue cash paid -out
7. Accept payment by credit card
8. Accept payment by voucher
9. Accept company payment
10. Accept payment by third person
11. Accept payment by traveler check
12. Check out a customer
13. Check out share room
14. Present a Folio
15. Make an audit
16. Balance your float/finish your shift
17. Obtain cash deposit upon check-in
18. Post advance deposit
19. Receive outlet checks
20. Daily check of the next day‟s departure
21. Daily check of long stay customers‟ invoices
22. Prepare the transfer of monthly long stay customers‟ invoice
23. Check out using back up system
24. Update of folio manually
25. Group check-out
26. Settle guest Account
27. Late charge / charge after check out
28. Preparing shift audit
29. Complete cash envelope
30. Closing foreign exchange shift
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 1: ISSUE A SAFE DEPOSIT BOX
PROCEDURES:
1. A customer approaches the front desk with the request to open a safety box. Call AM
first to receive one safe key out of the safe key cabinet.
2. Complete the safe deposit box record. Ask the customer to complete the following
details on the record. Customer‟s name, signature, departure date and room number.
Compare the details and the signature with the reg. card, because only residents are
given safe facilities. After the AM has forwarded to you a safe key you note down the
number on the safe deposit box record.
3. Show the guest to the deposit room by saying, “Mr. Miller, may I show you the safe
deposit box room.” Ensure the room is not already in use as only one customer can
access the safe deposit at a time. Open the door and allow the customer to enter first
as the customer will not know where to go
4. Do not forget to take the master key with you. Insert the master key and the box key
into the lock of the selected safe door and open the door. Only the combination of two
keys opens the door ( for security reason )
5. Place the safe box open on the table and ask the customer to deposit his valuables
into the safe box. Never leave him unattended in the vault room but do not take
notice of the contents of the box even if requested to do so. Stand by the door of
the room with your back to the customer until he has finished and closed the box. For
insurance purposes you must NOT witness safe contents even if requested to do so.
Insert the box into the safe.
6. Lock the door of the safe deposit box by using the guard key and individual safe box
key. Never give the guard key to the customer. Only this combination closed the door.
Place the box key into the safe key envelope and pass it to the customer by saying,
“ This is the only key Mr. Miller, please keep it safely as should you lose the key we
would have to charge you at US 250.00 “.
7. Guide customer back to the Lobby. Open the door letting the guest go through first.
File the safety deposit box card and place in under the correct room number in the
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
folio bucket so it is easy to find when the customer needs access to his safe box.
Make a note in the system under “add, remark”: “Guest keeps safe number…”
Form: Safety Deposit Box Record
Safety Key Envelope
Subject 2 : ALLOW A CUSTOMER ACCESS TO THE SAFE DEPOSIT BOX
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
PROCEDURES:
1. Acknowledge the customer by saying “Good morning / Afternoon / Evening can I help
you” to show the customer we are ready to assist them.
2. Ask the customer for his or her name and room number by saying “May I have your
name and your room number, Sir, so we can locate safe the deposit box record card
in the folio bucket”. Ask if the customer needs to keep the safe or if he wants to close
it (following is flow of “safe keeping”).
3. Once you have found the right room bucket remove the safe deposit box record card
from the bucket, cross reference the Folio Bucket number with that written on the safe
card.
4. Complete the safe the deposit box access record with the following details: box
number, date and the time of access, guest signature (first line) and signature of the
receptionist (second line).
5. Take the master key from the drawer next to the cashier‟s side. Insert the master key
and the customer safe key into the correct box number. Turn both keys to open the
box. Remove the insert box and place it on the table for customer. Stand by the door
with your back to the customer until he indicates he is ready to replace the box. Never
take notice of a customer‟s safe deposit box items even if you are requested to.
6. When the customer is finished, place the box in the safe box cabinet. Turn both keys
to relock the box, remove the keys. Return the key to him. Open the door of the room
to allow the customer leave first.
7. Replace the master key to its place, put the access card into the customer safe
deposit record card and file it in the folio bucket of the customers room no. to ensure
the card is easily accessible the next time the customer requests access to his safe.
Form: Safety Deposit Box Access Record
Subject 3 : CLOSE A SAFETY DEPOSIT BOX
PROCEDURES:
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
1 Acknowledge the customer by saying “Good morning / Afternoon / Evening can I help
you” to show the customer we are ready to assist them.
2 Ask the customer for his or her name and room number by saying “May I have your
name and your room number, Sir, so we can locate safe the deposit box record card
in the folio bucket”. Customer wishes to close his safe deposit box.
3 Once you have found the right room bucket remove the safe deposit box record card
from the bucket, cross reference the Folio Bucket number with that written on the safe
card.
4 Complete the safe the deposit box access record on the back with the following
details: box number, guest signature, date and the time of closing and signature of the
receptionist.
5 Give the customer access to the safe deposit room. Hold the door open for the
customer and allow and allow him to go through first, so the customer knows where to
go.
6 Take the master key from the drawer next to the cashier‟s side. Insert the master key
and the customer safe key into the correct box number, turn both keys to open the box.
Remove the insert box and place it on the table for customer. Stand by the door with
your back to the customer until he indicates he is ready to replace the box. Never take
notice of a customer‟s safe deposit box items even if you are requested to.
7 When the customer is finished, check carefully that the box is completely empty. Place
the box back. Turn both keys to relock the box, remove the keys. Keep the safety key.
Open the door of the room to allow the customer leave first.
8 Replace the master key to its place. The closed safe deposit record card will be filed in
the FO back office. The safe key will be turned to the AM who place it in the safe key
cabinet.
Subject 4 : CONDUCT A MANUAL POSTING
PROCEDURES:
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
1. Prepare posting document, i.e. the charge forms for those charges we wish to post,
for example: laundry, paid outs etc. and place them in piles sorted by department
code.
2. Posting the charges manually ensures the guest folio is complete with all charges
at all times. Select the correct folio to post to by entering the room number or name
to retrieve the folio. Compare the room number and guest name with the
information on the charge forming order to ensure you charge the right customer
with the right amount.
3. Post the individual transaction using the posting option (1). Describe the type of
charge using the transaction code, for laundry, lobby shop, gourmet shop you note
docket number in the field “refer”. If it is a miscellaneous charge write an
explanation in the supplement box such as stamps or theatre tickets so that to
ensure the guest understands his account (use the miscellaneous debit voucher).
4. Verify the docket has been posted and initial it with your posting ID.
5. File the first copy of the charge form to the room number accordingly; the second is
kept in the cashier drawer to ensure they do not get lost as they are required later
of auditing.
Form: Miscellaneous Debit Voucher
Subject 5: REBATE A CHARGE
PROCEDURES:
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
1. Complete the rebate form with the following information: Name of the guest, room
number of the guest, today‟s date, explanation/description of the rebate, amount. This
is to provide back up documentation of your audit.
2. Obtain authorization, i.e. under US 200 from the Assistant Manager, over US 200
either the Front Office Manager or another department head.
3. Post the rebate by using the posting option. Post the credit on the guest folio write the
explanation on the ”refer” line and sign on the rebate form.
4. File the rebate form and place it in the slots underneath your workstation and always
include the attachments so you can find it when you come to audit.
Form: Miscellaneous Credit/Rebate Voucher
Subject 6 : ISSUE A PAID -OUT
PROCEDURES:
1. Check if the customer resident, ask the name and room number and check against the
computer as we only allow paid outs for residents.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
2. Inform customer, that cash paid outs can be given in Vietnamese Dong only.
3. Advise guest of the service charge of 5 % of the total cash paid out. “Mr. Miller, may I
advise you that there will be a 5 % service charge for the paid out.”
4. Check the amount of the paid out by saying “How much money would you require
Mr………”
Check the amount with the hotel limit for paid outs, Us 50.00 is the limit with the
authorization of the Assistant Manager. About US 50.00 it is up to the duty manager,
desecration of department head or Assistant Manager. Whoever is authorizing any
amount above US 50.00 has to inform the Financial Controller about the paid out.
5. Check there is enough credit to cover the amount of paid-out. Check the registration card
and computer folio to check if we are holding a deposit or a valid credit card to make sure
we get the money back which we advanced to the customer.
6. To provide back up documentation for our audit complete the paid out form as follows:
a. Name and room number
b. Date
c. Explanation/ description of the paid out
d. Amount requested
e. Service charge (5%)
f. Total paid out
7. Obtain the authorization for the paid out from the Assistant Manager explaining to the
guest, “I have to obtain the Assit. Mgrs. Authorization Mr. Miller, one moment please.
Large paid outs must be authorized by management.”
8. Ask the customer to sign it by saying:” May I ask you to sign the form Mr. Miller” to
reconfirm the customer has received the money.
9. Unlock your float and take the money out. Count the money twice and then count it out to
the customer to ensure it is correct.
10. File the paid out docket in the slots underneath your workstation. You will need them for
your audit.
Form: Cash paid out Voucher
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 7 : ACCEPT PAYMENT BY CREDIT CARD
PROCEDURES:
1. Check to ensure that the credit card is accepted by the hotel. Whenever possible
prompt the customer to use Visa or Mastercard as we pay the lowest commission on
these ones.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
2. Obtain the Credit Card by saying “May I have your credit card, please, Mr. Miller to
finalize your account.”
3. Take imprint on correct credit card voucher.
4. Check the Credit Card for the following:
a. The expire date must be valid
b. The customer name should correspond
c. Signature of the customer on the charge form should correspond with the card.
d. Check limit, if over obtain authorization from credit card company.
e. Fill in today‟s date and amount
5. Obtain the customers signature by saying “would you please sign the credit card
voucher and the bill for me, Mr.”
Compare the signature on the voucher with the signature on the credit card. The
customer confirms this way that he agrees with the payment. Do final posting in the
system, print invoice again with zero balance.
6. REMEMBER TO RETURN THE CREDIT CARD TO THE CUSTOMER. Present the
amount (with zero balance) to the guest, staple the bottom copy neatly to the
customer‟s copy of the folio. Always make sure that it is stapled to the top edge of the
print.
7. Secure the hotel copy (with customer‟s signature) staple the top copy of the charge
form to the accounts copy of the folio and place it in the individual slots underneath the
work station. You need this to complete your audit.
8. If you are unable to get the authorization by machine you need to call the bank.
Usually you place the call from the back office. If you should need to call for
verification from the desk, i. e. the cardholder is in front of you, and you do not want to
give obvious information to the bank (for instant you suspect the credit card is
counterfeit) you announce to the receiving party “code 10”. In this case the party will
ask you questions you answer just with “yes” and “no”. this enables you to give all
information necessary to the bank without the card holder knowing.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 8: ACCEPT PAYMENT BY VOUCHER
PROCEDURES:
1. If the customer presenting a TA voucher is a walk-in or if the reservation was originally
on “own account” check if the voucher is acceptable, i.e. have an account and credit
facilities with us (check reservation TA file). Check with the Supervisor, Reservation
Manager or the Credit Manager if you are in any doubt.
2. Read the Voucher carefully. Ensure following information are on the voucher:
“Voucher”
Hotel‟s name, i .e. StarCity Saigon Hotel
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Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Guest‟s name
Arrival and Departure date(must be identical with booking)
Room type
Number of Guests
Value of voucher (room only, room and breakfast, etc..)
Travel agent‟s name(ensure we are holding a contract with them)
Signature or chop of travel agent.
3. If the voucher does not cover the whole stay the customer will have to settle the
difference.
Obtain payment for any remaining charges from the customer by saying: ”Mr. ….this
voucher covers room and American breakfast for 3 nights, How would you like to
settle the remaining charges”?
4. Attach the original voucher to the accounts copy of the bill with the relevant
attachments to the registration card and forward it to the accounting department after
your shift. A voucher is money and must be kept secure. Accounting must send the
voucher with invoice to collect payment from the Agent.
5. Only the incidental folio will be presented upon check out. NET TRAVEL AGENT
RATES ARE STRICTLY CONFIDENTIAL.
Subject 9 : ACCEPT COMPANY PAYMENT
PROCEDURES:
1. A written confirmation of the company‟s authorization to bill them for the guest‟s
charges has to be either faxed before the arrival or presented to the front desk latest
before check out.
2. The company has to have credit facilities with us.
3. Read the authorization letter carefully. Ensure following information are on the letter:
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
a. Hotel‟s name,
b. Guest‟s name
c. Arrival and Departure date(must be identical with booking)
d. Room type
e. Number of Guests
f. Coverage (room only, room and breakfast, etc..)
g. Company‟s name
h. Signature or chop of authorized person/company.
4. Reconfirm the coverage of the authorization letter to the guest; ask politely how the
other charges are to be settled.
5. Attach the authorization to the correspondence.
Subject 10 : ACCEPT PAYMENT BY THIRD PERSON
PROCEDURES:
OUTSIDE GUEST:
1. Take an imprint of the third person‟s credit card accepted by the hotel.
2. Ensure the credit card is valid.
3. Ask third person to sign on the credit card imprint. Ensure the signature is the
same like on the back of the credit card.
4. Obtain an approval code immediately.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
5. Attach the credit card as usual to the invoice and correspondence.
IN-HOUSE GUEST:
1. Third person‟s signature must be on the registration card of the person he is paying for.
2. Clear instruction which charges are covered has to be obtained.
3. A credit card imprint has to be obtained from the third person if not taken before.
4. Proceed as previous procedures.
Subject 11: ACCEPT PAYMENT BY TRAVELER CHEQUE
PROCEDURES:
1. Only registered guests can cash traveler‟s cheques.
2. Ensure that there is already one signature on the traveler‟s cheque.
3. Request the guest to produce the passport.
4. Write down the passport number on the back of the cheque.
5. Ask the guest to countersign on the traveler‟s check in the presence of the Guest
Relation Agent. If already countersigned, ask the guest to sign on the back of the
check again.
6. Ensure that all signatures are identical.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
7. Any alterations to the check must not be accepted.
8. Check that the traveler‟s check has not been reported lost or included in the black list.
9. Proceed with the check-out.
Subject 12: CHECK OUT A CUSTOMER
PROCEDURES:
i. Acknowledge the guest immediately and identify his needs. Greet the guest with a smile
and make eye contact: “Good morning, may I help you?” You are the last impression he
has of the standard of service offered by the hotel.
ii. If the customer states he wishes to check out.
Ask the customer for his room number and collect the room key. Enter the room
number in the computer using the billing option in the cashier menu.
iii. Ask the guest if he/she has incurred any late charges (restaurant, long distance or mini bar
charges).
iv. If late charges have been incurred, call the appropriate department to obtain the charge
and add the charges to the guest's bill.
v. Personalize the guest interaction:
a. Use guest's name.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
b. Inquire about guest's stay.
c. Be aware of guest‟s time restraints.
d. Maintain eye contact
vi. If guest expresses any dissatisfaction
a. Apologize.
b. Thank guest for bringing it to your attention.
c. Address problem before the guest's departure.
d. If unable to resolve, contact your supervisor.
vii. Retrieve the documentation from the folio bucket and verify the billing is correct. Check if
there are any special instructions shown, for example, “call Duty Manager upon
departure/do not present bill (if on agent‟s account)” action accordingly.
viii. Print out the folio and ask the customer to confirm the charges so any errors can be found
before closing the account. If the bill is correct ask the customer to sign at the bottom as
acknowledgement.
ix. Reconfirm the method of payment: “You are settling your account by VISA, Mr. Miller” in
case he would now prefer to pay in other way.
x. Process the method of payment the customer has chosen and close the account to be
able to finalize the check out.
xi. Print out the final statement again with zero balance.
xii. Prepare the check-out slip for the bell service to release the luggage (room number and
your signature on the back)
xiii. Give the zero balanced original of the bill to the customer. If he has paid by credit card,
attach his copy of the sales voucher to the folio.
xiv. Fold the statement neatly, place it in an envelope and hand it to the customer together
with the check-out slip by saying “I do hope you enjoyed your stay with us, Mr. Miller. Is
there anything else I can do for you?” To be able to assist him if he has any other
requests. If not thank him for stay and ask him to forward the check-out slip to the bell
service in order to release his/her luggage.
xv. Stable the complete back up with the signed invoice on top together and keep it for your
shift end audit.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 13 : CHECK OUT SHARE ROOM
PROCEDURES:
i. Follow normal FIT check-out procedures.
ii. Print both folios and present them to individual for verification that charges are billed
as instructed. If not, they must be adjusted.
iii. Check out both folios using appropriate transaction codes.
iv. If guests are departing at different times, folios may be checked out at the specified
time.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 14 : : PRESENT FOLIO
PROCEDURES:
1. Each guest receives the opportunity to review final bill before processing payment.
2. Excuse yourself and go to the registration bucket to remove the registration card
from behind the room number.
3. Remove the credit card voucher from the registration card.
4. Run and present the folio to the guest.
5. Politely ask the guest to take a moment and review all charges on his/her
account.
6. Ask if there are any questions. Promptly investigate any disputed charges.
7. Should a guest dispute any charges, follow these steps:
a. Listen carefully to the guest's explanation. Do not interrupt.
b. Ask the guest for permission to research the dispute.
c. If the guest is irav te, refer him/her to the manager.
d. Thoroughly investigate and determine status as quickly as possible.
e. If guest disputes telephone charge, politely show the guest the number
phoned and explain that phone calls are automatically, not manually,
posted.
f. If guest disputes the rate, refer to the signed registration card.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
g. Determine solution.
Subject 15 : MAKE AN AUDIT
PROCEDURES:
i. An audit requires space & concentration. Leave the reception desk. Prepare your
documentation forms; separate your documentation into different transactions codes
for examples: cash, city ledger, mini bar, laundry, AMEX, etc. As this makes the end of
day audit much easier.
ii. Total the different transactions such as credit, cash, etc.
iii. Balance your totals with the computer printed “Employee Audit” (must be equal). You
must balance at all times before finishing your shift.
iv. If your audit does not add up, check any discrepancies: You may have lost a charge
form or a bill or just added them up incorrectly. If your audit still does not balance
check your bills against the posting.
If you have a missing bill reprints it from the billing option.
v. Count your float by taking your cash from the desk to the audit workstation (secure
area). Count the cash and ensure it balances with the computer total.
vi. Confirm your banking audit and close your cashier. Complete your cash envelope;
insert the cash and credit cards. Seal the envelope with tape. Print your shift reports.
Have a colleague witness your cash drop into the drop safe and both of you must sign
the witness sheet.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
vii. Complete your audit. Neatly package all audit documentation with the shift reports and
place in the night auditor‟s drawer. So by the end of day your audit can be efficiently
balanced by the Night Auditor.
Subject 16 : BALANCE YOUR FLOAT/FINISH YOUR SHIFT
PROCEDURES:
i. Ensure security, empty your cash drawer and put your cash into your cash box for
handover.
ii. Prepare your checks and foreign currency. Add them up by denomination using the
calculator for example: Cash – US Dollars, HKG Dollar
Travelers checks – US Dollars, HKG Dollar
iii. Amount to pay is cash bills minus paid outs minus currency exchange. Prepare
your cash envelope:
Write on the envelope: date, name, date, department, shift times, the amount of
cash minus the paid-outs/ currency/ checks, the amount you have to pay to
the hotel.
iv. Take the cash amount you have to pay to accounting from your float.
v. Insert cash, checks, foreign currency and paid outs into the envelope.
vi. Count your float after every shift. Ensure the total is your float amount including
“Due Backs”. Check any discrepancies immediately by adding up the above
transactions again, or by double checking your cash bills and paid outs. Your float
must be in balance at all times.
vii. Report any discrepancies. Always pay in the correct amount but show any float
shortage on the back of the envelope. All over/shorts must be immediately
reported to the supervisor and Duty Manager. The whole audit must be re-checked
to ensure a mistake has not been made.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
viii. Forward payment to Accounting Department, seal out your cash envelope and
have a colleague witness you dropping it into the safe in the back office. You must
both sign the witness sheet.
ix. Hand over your float to the next shift. Both persons involved in the handover have
to sign in the Float Control Book as acknowledgement.
Subject 17 : OBTAIN CASH DEPOSIT UPON CHECK-IN
PROCEDURES:
IF THE CUSTOMER HAS INDICATED HIS PREFERRED METHOD OF PAYMENT IS CASH
(WALK-IN & NON CORPORATE AFFILIATED ACCOUNTS.)
i. Ask for full pre-payment for the total number of nights of the stay including
surcharge plus US$ 100-per night (as per policy). Other arrangements are up to
the desecration of superior levels( note: whoever authorizes other arrangements
will be kept responsible for any losses.)
By saying to the customer:
“Mr. Lee, could I credit your account with a deposit of ….US$ which is equal to each
night‟s accommodation charge including surcharge plus an additional US$ 100-to
cover any other charges or if you have a credit card……..,Sir.”
If the customer does not have enough cash for a full deposit on the stay you have to
ensure the additional credit required is followed up on (place trace!)
IF THE CUSTOMER IS STAYING 1 OR 2 NIGHTS AND DOES NOT HAVE ENOUGH
CASH TO COVER THE REQUIRED PAYMENT, THE DUTY MANAGER MUST BE
INFORMED IMMEDIATELY.
ii. Take the cash payment, count it twice. Then place it on your desk, out of reach
from the customer.
DO NOT PLACE THE MONEY IN YOUR CASH DRAWER UNTIL THE
TRANSACTION IS COMPLETE IN CASE THE CUSTOMER QUERIES THE
AMOUNT HE GAVE YOU.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
iii. Post the deposit the customer‟s account using the correct posting code (CSH) to
show the credit under the correct posting code and to ensure you can audit your
cash.
iv. Once posted, fill in the receipt with amount, explanation („‟deposit for room”), room
number guest name, date and your signature. The original (white) remains with the
cashier, the second fly (blue) will be forward to the customer, the third (yellow) will
be attached to the RC.
Saying: “Thank you very much, Mr. Lee. This is your receipt. So the customer has a
written receipt of the payment.
v. Count the change required if any out of your cash drawer and counts it twice in
front of the customer.
vi. Place the payment in your cash drawer and lock it to ensure the money is kept
safely.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 18 : POST ADVANCE DEPOSIT
PROCEDURES:
1. You might receive advance deposit for reservations or banquets from accounting,
banquet or sales department.
2. Deposit posting have to be conducted in US only. If you receive Dong you need to
convert them in US before posting.
3. Go to “Reservation Function”,”Post deposit”, enters folio number and proceeds with
the posting.
4. Fill in an official receipt and forward it to the customer.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 19: RECEIVE OUTLET CHECKS.
PROCEDURES:
1. When receiving the checks from the different outlets ensure you receive the correct
number of checks. If some are missing inform the sender accordingly and make a note
of it.
2. Usually all checks have been posted already in PMS
3. When filling the checks in the folio bucket to the folio accordingly you need to ensure
the signature on the check is identical with the signature on the RC.
4. If the signature is difference from the RC one you need to alert your supervisor or
assistant manager immediately who tries to identify the signature and the correct room
number in order to transfer the outlet charges.
5. If this attempt fails the supervisor or assistant manager needs to inform the outlet
immediately in order to trace the customer. In this case you have to rebate the check
from the wrong folio.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 20 : DAILY CHECK OF THE NEXT DAY’S DEPARTURE
PROCEDURE:
1. The afternoon shift prints the departure report for the next day.
2. Each folio of the next day‟s departing customers is thoroughly checked in order to
guarantee a smooth operation the next morning.
3. Take the folio out of the folio bucket and retrieve the room number in the system.
4. Ensure the confirmed room rate noted on either correspondence or reception
instruction form is identical with the computer posting.
5. Ensure all incidental back ups are completed. If one is missing you need to get a copy
of the back up stored in Accounts Receivable.
6. Sort the back up in date order.
7. Make corrections if necessary.
8. If credit card payment check the amount of the invoice including the last night. If the
amount of the total invoice is over the credit card‟s limit you need to obtain the
authorization code. Credit card limits: VISA US 500.00, VISA GOLD & Premier US
1,500, Master US 1,000, JCB US 1,500, Amex US 1,500, DINERS US 4,000.
9. If you are unable o obtain an authorization code you have to inform the Assistant
Manager immediately for further information.
10. If the folio is complete are correct file it back into the folio bucket.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 21 : DAILY CHECK OF LONG STAY CUSTOMERS’ INVOICES
PROCEDURES:
1. Print the Long Staying Guest List based on Market Segment.
2. Take the folio out of the bucket and review the room and incidental charges within the
last 24 hours.
3. Ensure the room rate is according to the back up.
4. Ensure all incidental back ups is complete and correct posted.
5. Do corrections if necessary.
6. If back up is missing arrange the copy form Accounts Receivable accordingly.
7. If the folio is correct place it back into the folio bucket.
Subject 22 : PREPARE THE TRANSFER OF MONTHLY LONG STAY CUSTOMERS’ INVOICE
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
PROCEDURES:
1. On the last day of each month the long stay folio will be transferred out to the
Accounting Dept. by Night Auditors.
2. Print the long stay list.
3. Take the folio out of the bucket and check the back-ups are completed according to
the postings made in the computer. Make adjustment if necessary.
4. Print the invoice. The completed back up documents with the invoice are sent to AR/
guest room for payment.
5. The folio will be transferred to a house folio by the Night Auditors during the following
night.
Subject 23 : CHECK OUT USING BACK UP SYSTEM
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
STANDARD: Check out guests using the back up system must be done efficiently.
Departure report, latest printed back up folios, guest ledger balance report must be
prepared. Back up folio should be sort into the folio bucket by room number.
PROCEDURES:
1. Guest approaches the desk with the request to check out. Obtain his room number.
2. Take out his folio of the bucket.
3. Place calls to mini bar attendant as well as telephone operator to inform them about
the room number.
4. Ask the Guest if he has used the Business Center, any F & B outlets within the last 2
hours. Ask for any mini bar consumption.
5. Await feed back from mini bar attendant and switchboard.
6. Check the folio if complete.
7. Add manually additional charges with the calculator.
8. Present the invoice with the total amount to the guest.
9. Ask for the method of payment.
10. Note on invoice “payment by credit card / cash” ect.
11. Process with the usual procedure.
12. After guest left, use the blue pen and mark on the departure report behind Guest
name “Out”.
13. Fill in the manual check-out update as follows: guest name, room number, time of
check-out, payment method (cash, Visa, Voucher, etc). If the guest has a multiple folio
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
use 2 lines, one for e.g, payment “Visa” and charges (remarks is “room and breakfast”,
second line “Incidental”).
14. Place complete back up back up back into the plastic file and put it in the tray.
15. As soon as the system is back process with the check out in the computer. Sign the
manual check-out update as soon as room is checked out of the system in order to
ensure the balance.
Form: Manual check-out update
Subject 24 : UPDATE OF FOLIO MANUALLY
STANDARD: Updating of folio manual has to be done immediately as soon as check
received from any outlets.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
PROCEDURES:
1. Sort by room numbers.
2. Take out the folio one by one out of the bucket.
3. Take the back up folio and do the manual posting with the time, ie:
4. Update guest ledger balance accordingly.
5. Place the check and the folio back into the plastic file and the bucket.
Subject 25 : GROUP CHECK-OUT
PREPARATION: ONE DAY PRIOR
1. Reed the group instruction and check the detail as follows:
2. Check “multi folio”, i.e. routing instructions.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
3. Check on room rate, breakfast and other meal rates and arrangements.
4. Check all supporting bill for the master as well as individual folios:
5. If some missing please get copy from AR
CHECK-OUT:
1. Check out the individual folio first according to the payment methods requested by
guests.
2. Received the payment for the master
3. All document will be passed to AR
Subject 26 : SETTLE GUEST ACCOUNT
PROCEDURES
Verify if guest will be using method of payments established at check-in:
1. Credit cards
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
1. Verify that credit card belongs to the guest and that correct voucher has been
imprinted.
2. Verify that same card is used as presented upon check-in,
3. Ensure approval amount is sufficient for total charges. If not, obtain approval for
additional amount.
4. Ensure that imprinted information is legible and the expiration date is valid.
5. Enter total charges.
6. Present voucher for guest signature.
7. Ensure signature tallies.
8. Process check-out in computer
2. Cash/travelers checks
1. Collect cash/travelers check
2. Check to make sure traveler cheque is not counterfeit
3. Witness guest signing travelers check
4. Check signatures for match
5. Put guests and your initials and the room number in the designated endorsement
section on the back of the travelers check.
6. Count cash/travelers checks received.
7. Post cash/travelers checks using proper transaction code.
8. Make appropriate change or refund balance.
9. For travelers‟ checks, post amount of folio as payment and complete check exchange
in the amount of change given.
3. If guest has paid cash at check-in, check to see if guest is due a credit refund
a. Fill out a paid-out to include:
guest name
room number
date
amount to be refunded
explanation
b. Have guest sign paid-out.
c. Attach copy of 0 balance folio to paid-out.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
4. By company Cheque ( Only local cheque accepted)
a) Ensure check accepted at check-out as payment is a certified check.
b) Review check for correct amount, printed address, signature, date.
5. If guest changes method of payment established at check-in, follow procedures for the
guest's new payment method:
a) Return or destroy any original card vouchers in the presence of the guest.
b) Obtain and record approval information for new credit card.
c) Attach any credit card vouchers and present a final copy of the folio to each guest.
d) Attach copy of credit card voucher and registration card to the folio and keep with work
for your final shift audit.
6. Direct bill:
a) Show folio to guest to verify accuracy of posting and provide guest a copy if requested.
b) Verify the address is correct and change if necessary.
c) Verify that correct direct bill code is in place. Contact supervisor if there is no direct bill
code.
d) Have guest sign copy of folio being billed.
e) Attach all vouchers to direct bill folios (FIT, MCO, government lodging).
f) Check out folio.
g) Process incidental folio according to guest's preference (see above procedures).
h) Print two copies of the direct bill folio.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
Subject 27: LATE CHARGE / CHARGES AFTER DEPARTURE
PROCEDURES
1. All late charges to be posted to room.
2. Copy of voucher is prepared and sent to guest. Guest is explained the reason of late
charge.
3. Handle any late charges not posted prior to guest check-out in the following way:
a. Check account to ensure charges are not already posted.
b. Reinstate folio.
c. Post charges.
d. Make out a new voucher for the late charge.
e. Indicate on the voucher what type of charge it is (i.e., after departure long
distance, restaurant, bar). Obtain approval.
f. Write "Signature on File" in the card holder signature space.
4. Print copy of bill. Mail bill, credit card receipt and late charge letter to guest.
5. If the after departure charge is posted to an account without credit, treat as a direct bill
for any amount over $ . If under $ , rebate balance on account.
Subject 28: PREPARING SHIFT AUDIT
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
PROCEDURE
1. At the end of the shift, print shift audit in computer.
2. Separate your work according to the different codes. The most common codes on
your shift audit include:
a. American Express
b. MasterCard
c. Diner's Club
d. Visa
e. Cash
f. Check
3. Match your completed work to the shift audit report.
4. Check all credit cards to see:
a. The totals for each credit card code match the totals on your shift audit. Run a
tape for each credit card code.
b. Each credit card voucher has sufficient credit reserved to cover the cost of the
charges on the
c. Each credit card voucher is dated and signed appropriately.
5. Review all checks to see:
a. The total for the checks in your work matches the total on your shift audit. Run
a tape for all the checks in your work.
b. There is a check for each transaction on your shift audit.
c. All necessary information for accepting checks is recorded on the check.
d. All checks are signed and dated appropriately.
e. All checks made payable to us.
6. Check your vouchers to see:
a. The totals for each type of voucher in your work matches the totals on your shift
audit. Run a tape for each voucher code.
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
b. All PO vouchers have been signed by the guest or manager.
c. Correction/allowance, PO vouchers over designated amount are signed by the
supervisor.
d. Voucher contains full explanation of the transaction processed.
7. Review your Direct Billing transactions (City Ledger Transfer(s)):
a. The totals for the direct bills in your work equal the totals under City Ledger
Transfers on your shift audit. Run a tape on the total amount direct billed.
b. All direct bills have the appropriate billing summary code or direct billing
authorization.
c. Print two copies of each direct bill folio.
d. The guest has signed a copy of the direct bill.
8. Correct errors/adjustments accordingly and run tape. Run updated shift audit.
9. Have your supervisor/manager check your shift audit accuracy and initial.
10. Enclose your check-out folios, all vouchers, direct-bills and posted charges with your
shift audit and place in designated area.
Subject 29: COMPLETE DEPOSIT ENVELOPE AND COUNT BANK
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
PROCEDURE
Complete your cash envelope:
Review audit banking report
Place the total cash amount n the cash envelope
List all paper currency included in the envelope by type.
List all coins included in the envelope by type.
List total amount of checks separately.
Total paper currency, coin currency and checks and subtract paid-outs and refunds.
Note on hand over cash float book
Hand over by your Name
Total cash in VND and USD
Paid Out issue ( If any)
Received by “ Name” of following shift
No shortage is accepted. Any shortage must be approved by FOM
Report to Duty Manager if any shortages/overages
Complete the drop of your envelope:
Place required cash, checks, traveler's checks in deposit envelope. Have your
supervisor/manager verify and sign the contents of your deposit envelope.
Record the drop of your envelope by signing the drop log, noting date and time and
have a witness also sign the drop log.
Drop your envelope in the presence of your witness.
Place your bank in the assigned safety deposit box.
Subject 30: CLOSING FORGEIN EXCHANGE FLOAT
PROCEDURE
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
FRONT OFFICE DEPARTMENT
CASHIERING POLICIES & PROCEDURES
1. Cash Summary
a) Place foreign exchange voucher following controlled number
b) Record all slip on Summary report following by Voucher number, exchanged amount.
c) Copy summary report for filing
d) Place summary report together with all voucher attached foreign currencies
e) Sealed envelope after writing total amount in VND
f) Record on Safe Drop
g) Drop envelope in the Safe
2. Record on Float Hand over Book by following:
Date
Shift (Morning, Afternoon, Evening)
Total of cash float in
Reviewed By Approved By Reviewed Date Effective Date
Tram Tu Ha Lam Arief Gunawan
Front Office Manager General Manager
