外资酒店前台工作任务分析表2.2.3 Front Desk (traveler's cheques)Final Jan 17.doc

PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 1OABFront OfficeCustomer Service Representative Front Desk2. Check - Out2.2 PaymentSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES2.2.3Travelers ChequesSTEPS1. Request for mode of payment2. Secure Travelers Cheques and verify authenticity3. Select method of payment in Fidelio4. Enter amount in FidelioEnsure that all charges are settled accurately and guest is provided with an official invoice.Only the following Travelers Cheques are accepted:1. American Express, in US, Hong Kong, Canadian, Singapore, Australia, Swiss, British currencies2. Visa, in US currency onlyØ Say, “Mr. /Ms. Guest how would you like to settle your bill?” Ø Verification can be made with checking the two signatures appearing on the cheques. 1st signature made by the customer when he purchased the cheque from the issuing bank; 2nd signature when submitting to you as payment. Ø Ensure that the guest has made the 2nd signature in your presence. If the signature has already been affixed, request guest to sign again at the back of the cheque.Ø Both signatures must be the sameØ Select “Current Room Conversion Rate” if in US$Ø If in other currency, select correct currencyØ Ensure correct amount is encodedPRE-REQUISITESØ Use of ComanchePREPARATION Sample AMEX and Visa Travelers ChequesSample Official InvoiceSample OAB stationary envelopeOJT HOURS (50 mins.)Ø Intro 10 mins.Ø Demo 5 min.Ø Demo w/exp 10 mins.Ø Guided Practice - 10 minsØ Practice 8 mins.Ø Test 7 mins.PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 2OABFront OfficeCustomer Service Representative Front Desk2. Check-Out2.2 PaymentSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINESSTEPS (contd)5. Print official invoice6. Present official invoice to guest7. Execute check-out in FidelioØ Print in blank A4 paperØ Fold the sheet 1/3 from the bottom and 1/3 from the topØ Ensure that invoice is in an property stationary envelopeØ Select “Normal Check-Out” if all charges are settledØ Check that apartment status is now VD (Vacant Dirty)