Generally speaking, the main problem of hotel menu is that hotel waiters are not enough. If the number of waiters increases, they will not run away!
There is also a blacklist of customers who often run orders and directly recover them. If you are not hungry, it can be cheaper to eat without money!
If it is a credit card, you can also pay 15% more to ensure it; If it is cash and the guest is turned off, the hotel can't recover the account. If the amount is small, the hotel will only admit the loss itself. If the amount is large, it is recommended to call the police. And pull the guest's information into the blacklist. If you meet this guest in the future, be sure to ask the guest to pay more deposit.
And in this case, remind the landlord that when checking in, you must overcharge the guest's deposit according to the front desk operation standard, and ask the guest to leave his contact information, and be sure to let the guest sign the check-in registration form! ! ! Avoid the follow-up work after the guest evades the account.
In the daily operation and management of hotels and the process of customer service at the front desk, there are always many special accounting situations. This issue of Aixing Open Hotel Interconnection will deal with several common special cases of front desk bookkeeping.
1. The debts of hotel guests are increasing.
Some guests have used up the advance payment (deposit) during their stay in the hotel, and some guests have not decided on the check-out date for a long time after staying in the hotel, and their debts to the hotel are also rising. In this case, in order to prevent the guest from evading the account or causing other unnecessary troubles, the guest can be notified to pay when necessary. Pay attention to methods and language art when urging guests to pay. We can inform them by phone or by printing a notice, fill in the guest's room number, name, amount and date, put them in an envelope, give them to the front desk and put them in the key box. General guests will take the initiative to pay after seeing this notice. In case of special circumstances, if the guest refuses to pay, it should be handled in time.
2. When guest A's account is paid by guest B ..
Several people travel together, one person pays the bill or one person pays the bill, and one person has already left, so there are many people and things are complicated. At this time, there will often be cases of missed collection, which will bring losses to the hotel. In order to prevent this from happening, it should be noted on the handover record, and comments should be attached to the bills of both parties, so that they will not be forgotten when checking out and can be seen by successors. There is also a simple way to deal with this situation: if a B pays for a A and A leaves first, all accounts of A can be transferred to a B's bill, and A's account will become zero to deal with, but at this time, B must be informed in writing and authorized to avoid unnecessary disputes. For details, please refer to the "transfer" function in Aixingyun Hotel Management System (Aixingyun PMS).
3. The settlement has not been made after the refundable settlement time.
If it is not time to check out (usually noon 12:00), we should urge the guests. If it exceeds the time limit, the room rate can be charged according to the hotel regulations (Aixingyun Hotel Management System/Aixingyun PMS can set the check-out time and room rate standard through the background business settings to facilitate the front desk business).
Regarding the extra room charge, if the guest is a frequent visitor of the hotel or the company provides a large number of rooms for the hotel, as long as the guest calls the front desk and says that the check-out will be delayed for 2-3 hours, and it is not the peak season of the hotel, the hotel usually does not charge any fees for the guest.
4. When the guest checks out, he only asks for a discount, which is also in line with the preferential conditions, or when the cashier checks out, he finds that some expenses of the room are entered incorrectly for some reason.
At this time, the cashier should fill out a "Refund Notice" (in duplicate, the first one should be submitted to the Finance Department and the second one should be left at the checkout), and then the front office manager should sign for approval and indicate the reasons. Finally, the difference should be offset and refunded in the hotel management system.