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2.02 Policies & Procedures – Front Office, 99 pages
82.00 $
A basic agenda of P&P’s needed for the front office operation. Set in a commonly used international form and word format, easily to be altered, issues to be added and
Completed.
Description
Pre-view pages
Policies and Procedures
Room Division
AGENDA
FO 01 Cash Paid Out
FO 02 Credit Cards
FO 03 Cashier Shortage And Over Charge
FO 04 Tipping Policy
FO 05 Lost & Found
FO 06 Loss & Damage
FO 07 Robbery
FO 08 Theft Procedure
FO 09 Lost And Found
FO 10 Unclaimed Deposit Refund
FO 11 Room Master
FO 12 Room Search
FO 13 Rebate
FO 14 Remittance Procedures
FO 15 Disease
FO 16 Medical Emergency
FO 17 Medicine
FO 18 Medical Assistance
FO 19 Guest Injury
FO 20 Emergency Procedure
FO 21 Emergency Procedure Accidents
FO 22 Fire Extinguishers
FO 23 Back Of House Emergency House
FO 24 Tragedy Death
FO 25 Slept Out Room
FO 26 Room Found Vacant
FO 27 House Use Rooms
FO 28 Do Not Disturb Room
FO 29 Guest Master Key Car Holders
FO 30 Hotel Skippers
FO 31 Access Public
FO 32 Damage By Guest
FO 33 Telephone & Fax Management
FO 34 Phone Use
FO 35 Sales Phone
FO 36 Walkie Talkie
FO 37 Resort Vehicle Ownership
FO 38 Vehicles
FO 39 Front Office Club Cars
FO 40 Driver Allowance
FO 41 Driver Outside
FO 42 Control Vehicles
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Page 1
FO 43 Host Transportation
FO 44 Host Transportation 2
FO 45 Resort Transportation
FO 46 Mail Central
FO 47 On Line Newspaper
FO 48 Manager Log Book
FO 49 Daily Log Book
FO 50 Inspection Form
FO 51 Procedures Of Packages
FO 52 Save Opening
FO 53 Garbage Sorting Staff Area
FO 54 Gardeners
FO 55 Resort Fogging
FO 56 Lift Malfunction
FO 57 New Staff Housing Set-up
FO 58 Property Damage
FO 59 Wet Weather Policy
FO 60 Complimentary Accommodation
FO 61 Control Of Obstructions
FO 62 Front Office Basics
FO 63 Hydrochloric Acid
FO 64 Telephone Techniques
FO 65 Respect For Guests & Staff
FO 66 Caring For Guests
FO 67 Professionalism
FO 68 Grooming
FO 69 Anticipating Needs
FO 70 VIP Guests
FO 71 Royal Club Floor
FO 72 Royal Club Lounge
FO 73 Handling Complaints
FO 74 Empowerment
FO 75 Damage, Loss Of Property
FO 76 Accident & Injury
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| Department: Front Office
|
Ref: FO 01 | Page: 1/2 |
| Subject: Cash Paid Out
|
Date: 01 Mar 2004 | Date revised:
|
| Prepared by:
|
Approved by:
Resident Manager |
Approved by:
General Manager |
| Distribution: All Department Heads | Issued: | |
Purpose:
To establish guidelines for the captioned subject and to keep Paid Out to a minimum, and to ensure that Paid Out transactions are properly validated and authorized
Procedure
Paid Outs at Front Desk is classified as follows:
a Miscellaneous Paid Out – Paid out in the form of cash advance for guest services – purchase of flowers, guest transport, air ticket and goods at hotel’s shop arcade etc.
A Refund of guest’s deposits.
- Paid Outs shall be in local currency only.
2. The Paid Out Voucher must be handled and approved in the following manner:
3. Miscellaneous Paid Out.
4. Approval by Duty Manager for amount not exceeding $ 100.
5. Approval by Front Office Manager or Asst. Front Office Manager for amount above $ 100 up to maximum of $ 500.
- Approval by General Manager, Executive Assistant Manager or Financial Controller for amount exceeding $ 500
- A 5% handling fee will be charged to guest’s account for the Paid Out made.
- Refund of balance Guest Deposit
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- A refund of a guest’s balance deposit must be accompanied by the original copy of Cash Receipt issued to the guest when he checks in.
- If a guest misplaces the Cash Receipt, this should be indicated on the Paid Out Voucher. Guest must sign on both Paid Out Voucher and Guest Folio. The signature on the Voucher/Folio must be matched with the signature on the Guest Registration Card.
- Approval from Duty Manager, Asst. Front Office Manager or Front Office Manager must be obtained for refund exceeding RMB1, 000 and when a guest has lost the Cash Receipt.
- Upon receiving request for Paid Out, the Front Office Agent will print out Paid Out Voucher in Opera system or raise a multi-function voucher in duplicate if the system down. The following must be recorded.
- Guest Name
- Room Number
- Date
- Description/purpose of Paid Out transactions
- Amount
- The Front Office Agent’s signature
- The authorizing signature
- The guest’s signature
- Paid Out Voucher must be approved by authorized personnel before cash is paid.
- All Paid Out Vouchers must be used in numerical sequence. Cancelled vouchers must be returned to the Accounts Department (Night Audit). The employee will be charged $ 2 for each missing Paid Out Voucher.
Applicable Departments Front Office /Finance
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