Файл Front Office Policies and Procedures

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Front Office Policies and Procedures

Front Office Key Points

PROCEDURES

Advance Payment
- Cash Deposit
- Credit Card Deposit

Cancellation Policy

Cash and Credit Card Refund
- Refund Reason for Cash and Credit Card Deposit
- Cash Refund Procedure
- Credit Card Refund

Cash Float

Check-In for Individual Guests

Check-In for Group

Check-In for VIPs

Check-Out for Individual Guests

Check-Out for Group

Check-Out for VIPs

Credit-Limit Report

Filing and Administrative System
- Storeroom Requisition
- Archiving

Group Pay Master Closure

In-Coming faxes/Messages/Guest Mail

Log Book
- Bellman Log Book
- Reception Log Book
- Concierge Log Book

Luggage Down

Night Audit Procedure

No Show Procedure

Overbooking

Payments

- Payment Arrangement UpOn Arrival
- Payment Arrangement UpOn Departure
A. In case of Cash Payment
B. In case of Credit Card Payment
C. Company Payment
D. Voucher Payment

Payment Agreement

Quality Service Standard Guide

Rebate

Safety Deposit Box

Shift Handover

Telephone Calls Handling

Telephone Charges

Tickets Handling

- Theatre/Museum tickets
- Excursion
- Transport tickets

Transportation Arrangements

Unexpected “Charge To” Procedure

Uniform

Voucher Due Back

Wake Up Calls

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