酒店有爭議的收費和客人帳單的服務程序
Objectives
目的
xto ensure fair treatment to all guests
確保公正公平地對待所有客人.
xto ensure repeat visits
確保客人“回頭”。
xto ensure positive word-of-mouth
確保良好的口碑，
Policy Statement
政策闡述
* It is the policy of the hotel that disputed rates and charges on the guest check are to be clarified or rectified to guests’ satisfaction and that repeat visits are ensured.
此項政策是酒店用來向客人澄清和調整有爭議的收費和客人帳單，以確保客人滿意度和其再度光臨我酒店的。
Procedures
程序
1. Disputed rates
有爭議的收費
a)Check the rate indicated on the registration card and on the
reservation form
檢查登記卡和預定表格的記錄。
b) E*plain logically the misunderstanding e.g. ta*es, service charge, breakfast
有條理性地說明誤解，如稅收，服務費，早餐費等。
c)--If the rate is incorrect, correct the guest account by posting
an allowance and ask the Guest Relations Officer to verify the allowance.
如果收費有誤，想客戶關系經理請示后，核實費用并給予更正。
d)Do not forget to put copies of the supporting documents
together with the allowance for accounting purposes
為清算帳目，不要忘記將支持性文件經過允許后放在一起。
2. Disputed charges
有爭議的收費
Most of the times the guest can not remember all charges
made – politely showing him the receipt will clarify the misunderstanding
很多時候客人不能很清晰的記住所有費用——禮貌的澄清發票中的項目.
When a bill is posted wrongly, deduct the amount from the
bill and / or transfer the charges to the right folio
當帳目有錯誤時，從賬目中扣除錯誤項,并/或將費用移到正確的憑證上。
When a charge can not be clarified (e.g. mini bar charges vs. telephone charges), the guest has to be given the benefit of the doubt and the allowance has to be verified by the GRO.
當費用不能被解釋時（如小酒吧或電話費用時），客人將得到這些有爭議的利益，其費用將由賓客關系主任核實。
Only when time permits, the disputed charge can be
thoroughly looked into – no need to extend the check out process too long that it keeps up the guest
如果時間允許，則徹底調查有爭議的費用。——不要延長客人的離店時間。
e) Do not forget to put copies of the supporting documents
together with the allowance for accounting purposes
為清算帳目，不要忘記將支持性文件經過允許后放在一起。
Tips for checking bills
檢查賬單的內容:
*Check dates and room number
檢查日期和房號
*Compare signature on the registration card and on the individual bill
比較登記卡和個人賬單上的房號。
CORRECTION / VOID修改/作廢
Date日期:編號No. 00 00 00
ITEM項目
E*PLANATION
說明
AMOUNT
總數
Guest name
客戶簽名
Room No.
房號
Prepar
ed by:
經手
Approved by:
批準人
篇2：酒店財務工作案例:遺忘帳單
酒店財務工作案例：遺忘的帳單
4月6日上午10點多鐘，我正在睡夢中，突然一陣電話鈴響：
"阿玲，昨晚娛樂部是不是有一張留單需轉到中餐代結？但登記本、電腦留單報表中又無此單的記錄，我剛才下去娛樂部留單夾里也沒有找到帳單，你仔細想一下單放哪了？現客人正在中餐等著結帳！"
原來是主管的來電，查找昨晚娛樂部轉中餐代結的一張留單。我一聽帳單不見了，頓時睡意全無，靜下心來仔細回憶著：昨天晚上確實有一張帳單，樓面經理擔保留單時，還特別叮囑我們明天一定要轉到中餐去，因為此單明天客人會在中餐一起結帳。
"單會不會掉到地上？或是掉到柜子后面了……？"想到此，我掛了電話，火速趕往公司。
回到娛樂部收銀臺，我第一時間就往地上找，果然，它正靜靜地躺在垃圾箱旁那兒等著呢！我不禁捏了一把汗……
帳單雖然找到，款項也及時收回了，但迄今為止我還心存余悸。是啊，在日常工作中，我們應該時時提醒自已：要認真、要仔細！
對于財務人員來說，不能漏過任何一張寫字的紙！
點評：
案例中的收銀員，忽略了對班后的檢查工作，導致跨部門代結帳單遺留在收銀臺，還差點因遺失造成不良后果；帳單、出品單、食品卡等都是酒店的重要單據，在我們的日常工作中，應重視對單據的清點、交接、保管工作，避免單據的遺失。
篇3：酒店有爭議收費和客人帳單服務程序
酒店有爭議的收費和客人帳單的服務程序
Objectives
目的
xto ensure fair treatment to all guests
確保公正公平地對待所有客人.
xto ensure repeat visits
確保客人“回頭”。
xto ensure positive word-of-mouth
確保良好的口碑，
Policy Statement
政策闡述
* It is the policy of the hotel that disputed rates and charges on the guest check are to be clarified or rectified to guests’ satisfaction and that repeat visits are ensured.
此項政策是酒店用來向客人澄清和調整有爭議的收費和客人帳單，以確保客人滿意度和其再度光臨我酒店的。
Procedures
程序
1. Disputed rates
有爭議的收費
a)Check the rate indicated on the registration card and on the
reservation form
檢查登記卡和預定表格的記錄。
b) E*plain logically the misunderstanding e.g. ta*es, service charge, breakfast
有條理性地說明誤解，如稅收，服務費，早餐費等。
c)--If the rate is incorrect, correct the guest account by posting
an allowance and ask the Guest Relations Officer to verify the allowance.
如果收費有誤，想客戶關系經理請示后，核實費用并給予更正。
d)Do not forget to put copies of the supporting documents
together with the allowance for accounting purposes
為清算帳目，不要忘記將支持性文件經過允許后放在一起。
2. Disputed charges
有爭議的收費
Most of the times the guest can not remember all charges
made – politely showing him the receipt will clarify the misunderstanding
很多時候客人不能很清晰的記住所有費用——禮貌的澄清發票中的項目.
When a bill is posted wrongly, deduct the amount from the
bill and / or transfer the charges to the right folio
當帳目有錯誤時，從賬目中扣除錯誤項,并/或將費用移到正確的憑證上。
When a charge can not be clarified (e.g. mini bar charges vs. telephone charges), the guest has to be given the benefit of the doubt and the allowance has to be verified by the GRO.
當費用不能被解釋時（如小酒吧或電話費用時），客人將得到這些有爭議的利益，其費用將由賓客關系主任核實。
Only when time permits, the disputed charge can be
thoroughly looked into – no need to extend the check out process too long that it keeps up the guest
如果時間允許，則徹底調查有爭議的費用。——不要延長客人的離店時間。
e) Do not forget to put copies of the supporting documents
together with the allowance for accounting purposes
為清算帳目，不要忘記將支持性文件經過允許后放在一起。
Tips for checking bills
檢查賬單的內容:
*Check dates and room number
檢查日期和房號
*Compare signature on the registration card and on the individual bill
比較登記卡和個人賬單上的房號。
CORRECTION / VOID修改/作廢
Date日期:編號No. 00 00 00
ITEM項目
E*PLANATION
說明
AMOUNT
總數
Guest name
客戶簽名
Room No.
房號
Prepar
ed by:
經手
Approved by:
批準人