Checking Out(结帐离店)_酒店餐饮

when preparing a guest's bill the cashier should pay special attention to the following things:

(a) check if the guest has paid a reservation deposit. if he has, take the amount of his deposit out of the bill.

(b) check with the guest if he / she is entitled to any kind of discount or complementary rate. if he / she is, make the necessary deduction.

(c) remind the guest to return his room key to the reception before he leaves the hotel.

(d) if the guest settles his / she account in traveller's check, make sure that he countersigns the check in front of you. do not accept checks that have already countersigned. then compare the two signitures carefully. when a traveller's ckeck is suspected to be a counterfeit one first look at the check closely and see if the portraits andpatterns are clearly printed. then feel the check with your hand. if it is a thomascook traveller's check th efringe should be printed in relief. with american express traveller's check if you rob it with a wet finger holding the check face down the blue ink on the left face value spot comes off. with other traveller's checks the cashier can look for warter marks by holding the check against the light or look for the special ink color by putting the check under a ultraviolet light. the above mentioned measures are applicapable to foreign bank notes too.

(e) in case when the guest wants to pay his bill by credit card, the cashier should always follow the procedure below:

--1. check and see if the card is still valid. the expiration date can be found at the front bottom of the card.

--2. if your hotel has received a warning notice, check and see if the guest's card number is listed on the latest copy. if it is, the cars is no good. remember the person's room number and remember how he / she looks if possible and report it to your superior immediately, if the guest's card is not listed on the latest copy of warning it it good.

--3. imprint the card onto a sales voucher and then write out on it the amount of transaction and date.

--4. make sure that the amount of sales dose not go beyond the authorized credit limit.

--5. ask the cardholder to sign in the disgnated space and then compare the signature with the signature panel on the back of the card.

--6. give the cardholder's copy to the guest and keep the establishment copy in your files for one year. mail the remaining copy to the credit card company within specified number of days accompanied by a complete summary card.

dialogue 1

cashier: good morning. can i help you?
guest: yes, i would like to check out.
cashier: yes, of course, sir. what is your name and your room number, please?
guest: dannis remington, room1408.
cashier: ok. here.is your bill, mr. remington.
guest: which of these is my bill?
cashier: oh, i'm sorry, sir. i forgot to explain that to you. this one here is an allowance slip. we made a mistake in your bill and overcharge you $120. so we had to write an allowance slip adn deduct $120 from your bill.
guest: i see. so this the bill then. and the total is...?
cashier: down here, $800.
guest: how do you wish to settle your account, sir, in cash or by credit card?
cashier: in cash.
guest: is that us dollar?
cashier: how do you spell it, please?
guest: yes.
cashier: just a moment, please. i'll write out an receipt for you.

dialogue 2

cashier: are you leaving, sir?
guest: yes, my name is derek lee and i'm in room 460. could i have my bill, please?
cashier: yes, mr. lee. one moment, please. here is your bill, sir.
guest: room charge for 5 nights: s$368, that's not right, i'm afraid. you see, i came on the summer celebration package. the room rate that you advertised was s$60. so it should be s$300 for 5 nights, not s$368.
cashier: yes, sir, the room rate we advertized was, as you said, s$60. but if you read the parts of the ad in small print carefully you would know that there was also a 10% service charge and a 5% government tax on top of that.besides, for the last two nights you moved into an harbor-view room and the rate for a harbor-view room is s$70 per night. so it is s$60×3+s$70×2. that makes s$320. and 15% 0f s$320 is s$48. so your room charge for 5 nights is s$368.
guest: no, no, no. that still isn't correct. you see, according your advertisement, any guest who stays longer than 3 days at this hotel is entitled to a 10% discount and i'v stayed here for five nights. so that earns me 10% discount on my bill. therefore the correct amount should be s$320+(s$320×5%), which is s$336.
cashier: yes, you are right. i'm sorry. we apologyze for the mistake. i'll write an allowanceslip for you and deduct s$32 from the total figure of your bill.
guest: good.
cashier: how do you like to pay your bill, please?
guest: by credit card.
cashier: what credit card are you holding, sir?
guest: master card.
cashier: ok. could i have your card, please?
guest: here you are.
cashier: (after checking the expiration date of the card and the black list she imprints the card onto a sales voucher) would you sign here, sir, please? (after he signs it she compares the signature with that on the card) thank you. here is your copy of the voucher and this your receipt and your card. you're welcome to stay with us next time you are in town.