酒店有争议的收费和客人帐单的服务程序提要：此项政策是酒店用来向客人澄清和调整有争议的收费和客人帐单，以确保客人满意度和其再度光临我酒店的
资料酒店有争议的收费和客人帐单的服务程序
Objectives
目的
*To ensure fair treatment to all guests
确保公正公平地对待所有客人.
*To ensure repeat visits
确保客人“回头”。
*To ensure positive word-of-mouth
确保良好的口碑，
Policy Statement
政策阐述
* It is the policy of the hotel that disputed rates and charges on the guest check are to be clarified or rectified to guests’ satisfaction and that repeat visits are ensured.
此项政策是酒店用来向客人澄清和调整有争议的收费和客人帐单，以确保客人满意度和其再度光临我酒店的。
Procedures
程序
1. Disputed rates
有争议的收费
a)Check the rate indicated on the registration card and on the
reservation form
检查登记卡和预定表格的记录。
b) Explain logically the misunderstanding e.g. taxes, service charge, breakfast
有条理性地说明误解，如税收，服务费，早餐费等。
c)--If the rate is incorrect, correct the guest account by posting
an allowance and ask the Guest Relations Officer to verify the allowance.
如果收费有误，想客户关系经理请示后，核实费用并给予更正。
d)Do not forget to put copies of the supporting documents
together with the allowance for accounting purposes
为清算帐目，不要忘记将支持性文件经过允许后放在一起。
2. Disputed charges
有争议的收费
Most of the times the guest can not remember all charges
made – politely showing him the receipt will clarify the misunderstanding
很多时候客人不能很清晰的记住所有费用——礼貌的澄清发票中的项目.
When a bill is posted wrongly, deduct the amount from the
bill and / or transfer the charges to the right folio
当帐目有错误时，从账目中扣除错误项,并/或将费用移到正确的凭证上。
When a charge can not be clarified (e.g. mini bar charges vs. telephone charges), the guest has to be given the benefit of the doubt and the allowance has to be verified by the GRO.
当费用不能被解释时（如小酒吧或电话费用时），客人将得到这些有争议的利益，其费用将由宾客关系主任核实。
Only when time permits, the disputed charge can be
thoroughly looked into – no need to extend the check out process too long that it keeps up the guest
如果时间允许，则彻底调查有争议的费用。——不要延长客人的离店时间。
e) Do not forget to put copies of the supporting documents
together with the allowance for accounting purposes
为清算帐目，不要忘记将支持性文件经过允许后放在一起。
Tips for checking bills
检查账单的内容:
*Check dates and room number
检查日期和房号
*Compare signature on the registration card and on the individual bill
比较登记卡和个人账单上的房号。
CORRECTION / VOID修改/作废
Date日期: 编号 No. 00 00 00
ITEM项目
EXPLANATION
说明
AMOUNT
总数
Guest name
客户签名
Room No.
房号
Prepar
