1、FD-0006 Page 1 of 4STANDARD OPERATING PROCEDURETASK: CASH HANDLING PROCEDURETASK NUMBER: FD-0006DEPARTMENT: Front DeskDATE ISSUED: January 2005GUEST EXPECTATION: I expect all my requests to be handled quickly, friendly and efficient by knowledgeable staff in a professional manner.TIME TO TRAIN: 25 m
2、inutesWhy is this task important for you and our guests?Answers: 1. The guest wants to have a good and secure service at front desk.2. We must know how to secure our cash handling.3. We are able to increase the GSTS score by delivering service professional.4. Demonstrates my professionalism.FD-0006
3、Page 2 of 4STEPS HOW/ STANDARDS TRAINING QUESTIONS1)Cash drawer never be left unattended Cash drawers must never be left unattended, even for a short period of time, unless it is locked first.Why do I have to keep the cash drawer locked when I do not use it?2)Never leave cash outside the drawer Cash
4、 must never be left lying outside the cash drawerWhat is the problem if I keep cash outside the drawer? 3)Concentration When cash is on the counter for any reason, the Front Desk Agent should let nothing distract his attention until it is removed.4)Responsible of the “Cash Flow” Every Front Desk Age
5、nt will have a Cash flow which has to be secured in Front Office Safe Deposit Box.Why do I have to handle the “Cash Flow”?5)Avoid dispute and complication When receiving cash payments directly from guests, the Front Desk Agent should never place the money into his cash drawer, until the transaction
6、is completed. The cash should be placed within sight of the guest but out of his reach.What is the safest way for me to handle guest payment?6)Keep money safe After completing a transaction, the Front Desk Agent needs to place the cash in his cash drawer, before serving the next guest.Why do I have
7、to place the cash back to the drawer before serving the next guest?FD-0006 Page 3 of 4STEPS HOW/ STANDARDS TRAINING QUESTIONS7)Quick change requests The Front Desk Agent may be confronted with a quick change artist at some time. He usually portrays himself as an influential person. While the Front D
8、esk Agent is making change, he may change his mind about the denominations he wants several times, in order to confuse the Front Desk Agent. In these cases, the Front Desk Agent should stop, take back all of his funds, and start over again slowly, each time the person requests a change of denominati
9、ons.What is a quick change artist doing? Is the money-change service offered to everybody?8)Use cashier envelope A cashier envelope has to be issued after every shift to the Front Desk Agent on duty.Why do I have to use the cashier envelope?9)Report shortage or overage Shortage or overage have to be
10、 immediately announced to the Front Office Manager/Assistant Front Office Manager /Duty ManagerHow can I avoid shortage or overage ?FD-0006 Page 4 of 4Now ask the Trainee to practice the Task from start to end to test competency.Summary questions:1. What is the importance of the cash handling proced
11、ure?2. Why do I have to keep the cash drawer locked at all times?3. What is the problem if I keep cash outside the drawer?4. What is the safest way for me to handle guest payment?5. Why do I have to place cash back to the drawer before serving the next guest?6. Is the money exchange service offered to everybody?7. Why do I have to use the cashier envelope?8. How can I avoid shortage or overage?9. Why do I need to report shortage or overage?
