Hotel menu guests

I. Providing checkout service for customers

The cashier should not only be quick, but also accurate when providing checkout service. Do not sell low-priced goods at high prices, which will harm the interests of customers; It is also not allowed to sell high-priced goods at low prices, which harms the interests of enterprises. For goods that cannot be scanned, the code of the goods should be entered, and the numbers should be read clearly when entering to prevent mistakes.

Second, provide consulting services to customers.

Cashiers should not only master cashier skills, but also fully understand the commodity layout of the whole shopping mall. When customers ask questions, they should be able to answer customers' questions accurately, treat customers warmly and politely, and do a good job in guiding services.

Third, cash management.

Cashiers have to contact a lot of cash every day because of their work needs, so they must strictly abide by the relevant cash management regulations of supermarkets. If you don't bring cash to work, you can't count it at work.

Fourth, supermarket loss prevention.

When customers check out, they will leave several items at the checkout counter for some reason. At this time, the cashier should put the goods that customers don't need back on the shelf in time to avoid unnecessary losses. To some extent, the cashier is also a part-time loss prevention officer.

Verb (abbreviation for verb) promotion and promotion activities

Supermarkets often have various promotional activities. In addition to normal cashier operations, cashiers should pay special attention to publicity and notification. The contents of the notification mainly include the following three items:

1. Conditions for getting discounts or gifts

When the amount of goods purchased by customers is close to the amount needed for this activity, the cashier should remind customers to buy more goods in order to get some discounts or gifts, so that customers can get some satisfaction and feel respected.

2. Relevant precautions

When answering customers' questions about promotional activities, cashiers should inform customers of relevant precautions, such as the deadline and participation conditions.

3. Types of promotional activities

Promotional activities can be divided into cumulative calculation and non-cumulative calculation. In the "non-cumulative" calculation of promotional activities, cashiers should pay attention to publicizing and explaining the characteristics of this activity to avoid several unpleasant scenes.

Fixed duties of cashier

1. Excellent, efficient and enthusiastic service.

A. Be polite to customers and welcome them. Use polite language. Example: Hello, welcome, thank you, and good morning.

B. When customers leave, help them put the goods into the shopping bag and use polite expressions. Example: Welcome to visit again.

2. When checking out, the cashier must sing "Receiving and Paying". Don't throw the money at the customer, give it to the customer together with the receipt.

A. Sing "Pay" and "How much is your product" when collecting money from customers, and sing "How much is your change" when changing money.

B. keep a cordial and friendly smile to customers.

C. patiently answer customers' questions.

D. During peak business hours, listen to other work arranged by the person in charge of the day. For example, check prices, clean trolleys, and exchange petty cash.

3. Customers provide shopping bags.

A. separate food from non-food, raw and cooked. For example, put hard and heavy products below, fragile products and puffed food above, and separate frozen products, bean products and other products that are easy to get out of water. Bagged products shall not be higher than the mouth of the bag. Avoid inconvenience for customers to carry.

Ensure the goods

A. The advertisements or gifts sent by the supermarket in the promotion activities are put into the bag after confirmation.

Avoid putting goods from different customers in the same shopping bag when bagging.

C tie the oversized items with a rope, which is convenient for customers to carry.

D. Remind customers to take away all goods and prevent things from being left at the cashier.

5. Keep the cashier clean and tidy at all times.

6. Check the special goods carefully. Examples: suitcases, handbags, boxes of household appliances (pencil boxes) and cartons. It's packed.

Reply 1: Main contents of cashier rules and regulations

3. If the guest pays by credit card, first confirm whether the credit card is accepted by the hotel, directly extract the corresponding authorization from the pos machine, and ask the cardholder to sign the blank card list, and then return the credit card and certificate to the guest after verification.

4. The debit card and stored value card of the internal card can only be used when checking out, and cannot be used as a deposit.

5. If a guest asks to sign a bill and hang it in the company account, ask the guest's company name first to see if it is possible for the company that the guest reported in the computer to hang the bill. If the guest is a valid signatory, his signature should be consistent with the signature pattern reserved in the computer; If the guest is not a valid signer, it should be politely informed that the guest must be signed by a valid signer before hanging the company account. Under special circumstances, the sales manager shall confirm and sign the registration form for temporary occupancy guarantee.

6. If the guest pays for more than one room, please politely ask the payer to sign the "Payment Commitment Letter".

The minimum minimum payment for an acceptance check is 100 yuan:

1. When you accept a check, check for wrinkles or breakage.

2. Check whether the seal is clear and complete; There are two kinds of seals: financial special seal and legal person seal.

3. The date must be capitalized, whether it is within the stipulated ten-day validity period.

4. Check whether the password is complete; Or the password space is stamped with the words "No password check, please manage".

5. The part that should be filled in the check should be complete and formal, and shall not be altered.

6, the amount should be standardized, and the case should be consistent. Amount in words should fill in immediately, and shall not be altered. Please be sure to fill in the check with a signature pen.

7. When accepting a check, you should register your ID number, name, telephone number and address on the bill and ask for a business card. Before the guest leaves the store, call the unit where the check belongs to confirm whether there is such a person. If you are off duty, please check whether there is this company at 1 14.

Foreign currency exchange service standard:

1. Confirm whether the guest's foreign currency is the foreign currency accepted by the hotel.

2. Report the foreign currency exchange rate of the day to the guests.

3. Ask the guests how much foreign currency they need to change.

4. Collect foreign currency cash from guests.

5, strictly implement the "multipoint system", and to sing tickets.

6. Calculate the amount of RMB that should be exchanged for the guests with the amount of foreign currency cash and foreign currency exchange rate.

7. Please show me your passport and check whether the changer is the passport holder.

8. If the guest cashes the traveler's check, please ask the guest to sign it in front of the cashier. The exchange rate of checks is higher than that of paper money, and there is a handling fee. (Handling fee: amount × exchange rate ×0.9925)

9. Fill in foreign currency exchange water in quadruplicate. (According to the selected bank)

10, please sign the "foreign currency exchange form", and the cashier should indicate the room number.

1 1. The cashier shall affix the cashier's private seal and the official seal of foreign currency exchange on the "foreign currency exchange form".

12, check the amount of RMB payable to guests, and strictly implement the "multiple counting system".

13. Give the "foreign currency exchange form" together with the second passport and RMB cash to the guests and sing the tickets.

14. Every time you exchange foreign currency, you should register it in time, and register it in the daily report of foreign currency exchange details.

1, do a good job of cashier settlement accurately and quickly; Strictly follow the operating rules, consciously abide by the financial discipline and financial system when collecting money, dare to stop and expose those who violate the financial discipline and financial system, and play an effective supervisory role.

2. In the process of collecting money, we should be quick, accurate, good and leak-free, and the authenticity of all kinds of banknotes should be verified.

You are not allowed to take private money to work during working hours, and you must earn cash every day. You must conscientiously implement the provisions of "long payment and short compensation", and you must not learn from each other's strengths. If you find long or short payment, you must truthfully report it to your superiors; The reserve fund must be handed over, checked every day, recorded in writing, and enough change prepared after work.

4. Public funds shall not be used for private purposes.

5. When accepting credit card settlement, it should be carefully accepted in accordance with the relevant regulations of the bank.

6. At the end of each shift, you must carefully check whether the number of statements is consistent with the paid-in amount, and do a good job of succession. We shall not disclose information and data about the operating income of our department to irrelevant personnel.

7. Fill in the payment list carefully, the money is consistent with the list, and the investment report must be filled out. The investment needs to be witnessed and signed on the Payment Report of the Collection Point.

8. Take good care of and correctly use all kinds of mechanical equipment (such as computers, printers, calculators, money detectors, etc.). ), and do a good job of cleaning and maintenance.

9. Do a good job in the health work inside and outside the collection post before and after the market opening, and keep the work area clean and tidy.

10, wear work clothes in strict accordance with regulations, and keep personal gfd clean and generous.

1 1, actively participate in cashier training and complete other tasks assigned by superiors.

12, consciously abide by all hotel rules and regulations.

Procedures for collecting guest deposit:

1. When guests check in, they need to collect a housing deposit. First, ask the guests how to pay.

2. If the guest pays in cash, on the basis of the pre-stay days, in addition to the room charge for one more day, if the guest wants to make a long-distance call and sign the bill at other consumption points in the hotel, the deposit shall be charged according to the hotel regulations. When collecting cash, he should check, sing and verify the authenticity of the money in front of the guests, then issue a "deposit receipt" to the guests, write down the guest's room number, amount and signature of the payee, and ask the guests to sign it, and then give the voucher to the guests.