外资酒店前台工作任务分析表3.2 CC Cash Advance v2Final Jan 12.doc

PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 1OABFront OfficeCustomer Service Associate Front desk3. CashieringNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES3.2.Credit Card Cash AdvancesEnsure that credit card cash advances are performed based on the approved P & P # 025 on maximum transaction of RMB200.00 (inclusive of 4% surcharge). This service only provide to registered guest.PRE-REQUISITESØ How to use ComancheØ Credit Card Handling and Verification TrainingPREPARATIONØ Sample of credit cardOJT HOURS (40 mins.)Ø Intro 5 mins.Ø Demo 5 mins.Ø Demo w/exp 10 mins.Ø Guided Practice 8 mins.Ø Practice 6 mins.Ø Test 6 mins.STEPS1. Determine type of credit card to be used2. Check authenticity and validity of credit card3. Swipe credit card in credit card machine 5. Complete miscellaneous voucher6. Present miscellaneous voucher and credit card slip to guest for acknowledgementØ Only accept international Credit Card: Visa, American Express, Master, and JCB. Ø Check the back of Credit Card signature against the guests registration. If the signature has discrepancy, politely inform the guest that he/she could provide another credit card that the signature is match the signature on the RC. Ø Make sure to select the function of credit card is for Sale on the machine. Ø Ensure that the correct amount is settled including the 4% surcharge on top of the amount of cash advanceØ Reflect amount of cash advance and 4% surchargeØ Ensure you write the name of the guest, apartment number and date of transaction on the miscellaneous voucher. Ø Present ball pen with the ballpoint facing you and show where to signØ Ensure guest signature is secured for both voucher and credit card slipPROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 2OABFront OfficeCustomer Service Representative Front Desk4. Guest ServicesNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINESSTEPS (contd)7. Post item in Comanche8. Settle charges in Comanche9. Present local currency to guest10. Give guest copy of the miscellaneous voucher and credit card slip11. Organize signed miscellaneous voucher and credit card slip for submission to FinanceØ Go to “Postings”, select “Paid Out”, input amountØ Go to “Postings, select “Miscellaneous”, input amount of 4% surcharge”Ø Select Credit Card (VA for VISA) and double check amount to be chargedØ Ensure you have counted the money at your station firstØ Count again the money at the desk in front of the guestØ Offer guest property envelopeØ Compile in a remittance envelope and submit at the end of the shift