HOW TO PROCESS THE PAYMENT

Guest expect the staff to process my payment in a professional and timely manner.

Why is this task important for you and our guests?

Answers: 

1. To maximize the guest satisfaction

2. To keep up 5 star image of the hotel

3. To avoid any wrong charging

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Payment by cash: Show the bill to the guest discreetly. Check the amount of cash received from the guest. Write the amount receive on the lower left hand corner of the bill. Place bill and cash on folder and pass it to the cashier for processing. Checks the amounts of cash returned by the cashier and place it in the bill folder on top of the guest receipt.	Change must be returned to the guest within 3 minutes. Check the amount before you leave the cashier counter to ensure accuracy.	Why should you write the amount receive on the lower left hand corner of the bill? 2.  How to place the guess receipt?
Payment to Room Account: Offer your pen to the guest Advice guest politely to print his name, room number and signature Go to Micros and double check name and room number before passing it on to the cashier.	Use clean hotel pen. Color should be black or blue. Name must be printed in block letters. A copy of the bill must be given to the guest for reference. If you do not know the guest by name, read the bill after the guest printed his name.  Then, bid farewell and thank you using his name “Mr.….” Do not accept room-charge bill with guest’s writing that you cannot read.	1.  Why should you offer black or blue hotel pen? 2.  Why should you advice the guests to print his name, room number and signature?
Payment by Credit Card: Accept credit card from guest with both hands and check for expiry date. Place bill and credit card into a folder and pass to the cashier for processing. Obtain credit card, bill and credit slip from cashier. Ensure an imprint of the credit card has been made on the back of the bill Approach guest, open up bill folder and offer your pen to the guest for signature on the credit slip and guest bill. Verify signature Tear out the correct copy of the credit slip, fold it with the guest’s receipt and present the card, slip and receipt with both hands to the guest.  Say, “Thank You Mr. / Mrs……  We look forward to serving you again.”	Check expiry date discreetly after receiving the card from the guest Hotel pen must be blue / black in color. Ensure signature on the credit slip matches that of the credit card. Use guest’s name.  Bid farewell to guest with his name.  Read the credit card, you’d surely see his/her name.  Use it when you say, “Thank you, Mr/Mrs.….”	1.  Why should you check the expiry date discreetly after receiving the card form the guest? 2.  Why should you ensure the signature on the credit slip matches that of the credit card?
Excuse yourself from the table with a smile

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why should you write the amount receive on the lower left hand corner of the bill?

2. How to place the guess receipt?

3. Why should you offer black or blue hotel pen?

4. Why should you advice the guests to print his name, room number and signature?

5. Why should you check the expiry date discreetly after receiving the card form the guest?

6. Why should you ensure the signature on the credit slip matches that of the credit card?