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OMNI SAIGON HOTEL_ VIETNAM

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  • pg 1
									                   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
         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
            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

								
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