外资酒店前台工作任务分析表2.2.4 Front Desk (Foreign Currency)Final Jan 17 R.doc

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1、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 GUIDELINES2.2.4Payment through Foreign CurrencySTEPS1. Re

2、quest for mode of payment2. Convert amount on bill3. Accept cash and count in the presence of the guest4. Inform guest of the cash received and exchange rate5. Select method of payment in Comanche6. Enter total amount received in ComancheEnsure that all charges are settled accurately and guest is pr

3、ovided with an official invoice.Only the following currencies are accepted:US Dollar, Japanese Yen, British Sterling, Hong Kong Dollar, French Francs, Canadian Dollar, Singapore Dollar, Australian Dollar,European currencies Say, “Mr. /Ms. Guest how would you like to settle your bill?” Say, “The tota

4、l bill of amount in RMB is equivalent to amount in foreign currency. Our exchange rate is amount in RMB per amount in the foreign currency.” Count in the presence of the guest above the Front desk counter Discreetly verify authenticity by checking the serial number is evenly spaced and aligned; trea

5、sury seal (US dollars have 13 stars) and as instructed in the Forex Counterfeit Detection Training. Say, “Mr. /Ms. Guest, I have received amount to settle your account of amount due. Ensure correct currency is selected Ensure correct amount is encodedPRE-REQUISITES Use of Comanche Forex P&P # 061PRE

6、PARATION Sample official invoiceOJT HOURS (40 mins.) Intro 5 mins. Demo 5 min. Demo w/exp 8 mins. Guided Practice - 8 mins Practice 8 mins. Test 6 mins.PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 2OABFront OfficeCustomer Service Representative Front Desk

7、2. Check-Out2.2 PaymentSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINESSTEPS (contd)7. Print official invoice8. Present official invoice to guest9. Present change, where applicable 10. Execute check-out in Comanche Print in blank A4 paper Fold the sheet 1/3 from the b

8、ottom and 1/3 from the top Ensure that invoice is in an property stationary envelope Change is only given in local currency Count correct change above the counter in front of the guest before giving change back to him/her Select “Normal Check-Out” if all charges are settled Check that apartment status is now VD (Vacant Dirty)