1、管理規范示范文本 | Excellent Model Text 資料編碼：CYKJ-FW-147編號：_酒店有爭議收費和客人帳單服務程序審核：_時間：_單位：_酒店有爭議收費和客人帳單服務程序用戶指南：該管理規范資料適用于管理中，為使規則公開化，讓所有人保持集體的協調，維護集體的利益，從而充分發揮團體的力量，實現管理有法可依，內部運行有規則保障?？赏ㄟ^修改使用，也可以直接沿用本模板進行快速編輯。源自房地產資料酒店有爭議的收費和客人帳單的服務程序Objectives目的*To ensure fair treatment to all guests確保公正公平地對待所有客人.*To ensure

2、repeat visits確?？腿恕盎仡^”。*To 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?？腿藵M意度和其再度光臨

3、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 thereservation form檢查登記卡和預定表格的記錄。b) Explain logically the misunderstanding e.g. taxes, 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 postinga

4、n 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 documentstogether 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 remem

5、ber all chargesmade 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 thebill 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.

6、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 bethoroughly looked into no need to extend the check out proce

7、ss 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 documentstogether 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