1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-18-05Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:GUEST DISPUTED CHARGE HANDLE 处理客人结帐时对帐目的争议_OBJECTIVE目的：Any guest disputes during check out must be handled in a friendly and efficient way and
2、 minimizing any delays caused by the dispute.必须高效友好地处理客人结帐时对帐目的争议，避免耽误客人时间。PROCEDURES 程序： Follow FIT Check Out Procedures (Credit Card) except for the following:除以下几点其余按照客人正常结账程序进行：1 If a guest disputes any charges on the bill, the GSA will make every effort to resolve the dispute quickly and in a f
3、riendly manner, by explaining the charge, checking back up from outlets etc.如果客人对任何帐目有争议，前台接待员必须以友好方式，通过详细解释帐目内容或查询必要单据快速的解决问题。2 If the disputed charge cannot be justified, the GSA has the authority to remove the charge from the guests bill, but will explain that it will be investigated and that the
4、 hotel will charge the guest afterwards if it turns out that the charge was correct. If necessary, the Shift-leader or Guest Service Manager can be called for assistance.如果不能马上解决，前台接待员有权先扣除此费用，但要告诉客人如果最终查明帐目正确，酒店还会收取此费用。如果有必要，可以寻求当班主管或客务服务经理帮助解决。 3 It is the responsibility of the GSA involved to ens
5、ure that any disputes are nvestigated thoroughly and that the Front Office Manager is informed, to ensure a follow up letter is sent to the guest with the outcome if the disputed charge will be charged.前台接待员必须彻底调查此项帐目，将最终结果通告前厅部经理，以便前厅部经理发信向客人解释酒店将收取此费用4 The GSA has the authority to, and is encourag
6、ed to, rebate any minor disputes such as telephone charges, mini bar charges etc upon check-out, to ensure total guest satisfaction and avoid a formal letter of complaint and a time-consuming investigation etc. All back up and supporting documents should be sent to Finance Department.前台接待员有权处理客人帐目争议
7、，并且要鼓励员工处理例如客人关于电话费，房间酒水的争议，直到客人满意，这样可以避免客人投诉以及减少处理投诉所花费的时间，所有辅助证明材料必须要上交给财务部。5It is the responsibility of the Front Office Manager that all disputes are resolved in a satisfactory way for both guests and the hotel and that disputes arising from charges from other departments are brought to the attention of the Department Head concerned for attention and action.前厅部经理有责任在保证客人和酒店利益的前提下完满解决争议，并将发生争议较多的帐目，通知相关部门经理，以便相关部门经理监督和改进。Reviewed by : Approved by: _ Division Head General Manager2
