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Best Western India

Accounts - Standard Operating Procedures A/c - 001


Handling Credit Card Payments

PROCEDURE: All the major credit cards are accepted. (eg: Amex, Visa, Master) The EDC [Electronic Data Capture] machine is used for handling credit cards. In case the machine is out of order, ensure that the accounts department is informed and a call is made to the support service centre informing them of the fault. In the manual procedure the card is checked through hot listed bulletins. In case of any problem, the nearest authorization centre is contacted on phone. In case of further problems like card getting declined / invalid card / card showing error, the guest is informed, if settling restaurant bill then through F&B and requested for another valid card to save the time. In case the guest is unhappy then he is given the option to speak to the bank. All transactions are required to be processed at the end of the day. Run the day end process to get the charge summary, print out the same and hand over the copy of it to the accounts department. This is very important piece of transaction sheet needs to be handled with care. The audit report is taken of the EDC machine and is verified with the credit card slips and if found correct, it is settled and the settlement report is printed and filed for the records. The charge slips is attached to the bills of the outlet and for the night auditor for checking. Any short change in credit card slips transactions. The Outlet Manager is informed and the Chief Accountant office is notified for the necessary corrective action.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures A/c - 002


Handling of Void Bill / Checks / Discounting

PROCEDURE: The void bills are attached to the reprint bill along with the reasons for voiding Then the bill goes to the night auditor and then to the controls. It is ensured that the void bills are as less as possible, except however it is unavoidable situation. The reasons are recorded on checks and approval is obtained from the concerned managers. The reasons may be as follows: Authority Remarks Supervisor / Sr. Captain / Cashier to write reason and record the Captain / Outlet Manager. same in lieu of the check.

Reason 1. Wrong Billing

2. Guest complaining The Chef. & Outlet Outlet manager to write the reason and about food. Manager / Sr. Captain sign for it. 3. Exemption of Taxes. Accounts Manager Cashier to write down the explanation & attach a copy of the document stating the reason of exemption taxes. For discounting the check he needs to get the signature or an authorization note from the respective person authorizing with prior approval of the GM. Cashier to accordingly. record the reasons

4. Offering of discounts

General Manager Outlet manager. Other Department Head Contracted discount card

5. Any other reason

Outlet manager.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures

THE TYPES OF THE VOID BILLS ARE: 1. Bills are voided due to the incorrect billing. When such a case happens, a current bill is generated and the void bill is attached to the duplicate copy of the revised bill. The appropriate reason must be recorded and the same is given to the Outlet Manager for his signature and approval.

2.

Bills may be voided, as it may be complimentary. When such a case happens, the Outlet Manager or the General Manager signs the void copy. It is advisable to write the details of the Guest, like; his Name, Organization, Room no, etc.

3.

Bills are voided due to the major complaints and dissatisfaction from either the service or the unhygienic food. When such a case happens, the Outlet Manager voids the bill and the matter is then recorded on the check and the Chef is informed when the matter is regarding the food. All the void bills must be attached together and presented to the Night Auditor and the F&B Controller the next day for verification and checking. The voiding of the bill must be kept at bare minimum and voided only by the coordinated efforts with the F&B Controller. At the end of the cashier shift the outlet cashier generates a void check report. All the void checks are attached to it and the outlet managers signature is obtained as the same.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures A/c - 003


Handling of Discount / Promotional Cards

PROCEDURE: The types of cards that are accepted are FHRAI, HAI and the Regional Association cards. FHRAI & HAI give FHRAI & HAI give 30% on room Published tariff 30% on food in case of cash settlement. 25% on food in case of credit card settlement.

There is no further Discount offered on a promotional offers, all discounts are offered on published tariffs. Regional cards give 15% discount on cash and credit on food The discount is not given on Beverages. The imprint of the discount card is taken on the check. For any other discount cards than above the discount is given as per prescribed rates. The imprint has to be taken on the check. For any clarification, the outlet manager is contacted. The most important thing to remember is that every check where the discounts are offered should have the sufficient information to offer to the Night Auditor of the Management.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures A/c - 004


Handling of KOT / BOT (Manually)

PROCEDURE: The order is taken and a KOT/BOT is prepared. The first copy is meant for the Bar/Kitchen. The second copy is for the cashier to be attached with the check and the third copy goes to the F&B Controls. For every repeated order, additional KOT/BOT are prepared with the table no written on it and marked as contd. The KOT/BOT is then fed in the system.

This process goes on till the close of the check is required by the stewards.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures A/c - 005


Handling a sudden failure of the system

THE TYPES OF FAILURES ARE: 1. Tripping of system: unable to operate the system. 2. Black outs: due to the power failure. 3. Any other obstacles. In the event that the system is unable to handle the billings online, the following steps are followed: 1. Inform the Outlet Manager about the problem. 2. Ascertain the cause of the problem and find out likely down time of the system. 3. Wait for the systems billings, if the likely down time is very low. 4. In case there is an uncertainty, then the manual billing is the best option. One has to be ready for this by taking preventive measures, like: a) Have the menu prices all-inclusive. b) Proper loose stationery, like a calculator, manual imprinter for credit cards. c) As the F&B people know some of the regular guests, take the help of them under these situations. d) Coordinate with the night auditor and feed all the manual checks back into the system once the Power is back.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures A/c - 006

Handling a company cheque payment

PROCEDURE: Firstly no Personal Or Company cheque is to be handled at the Front Office cashier, in case you receive one then kindly call on the Credits Department / Accounts personal / Accounts Manager for instructions or approvals. Handling the company checks is like handling the normal checks. If the company has any function or stay in our organization, they book the rooms or the banquets as required. The bill is settled by giving the card of an authorized person of that particular company. Hence our transaction is made easier as the particular account has already been opened in the systems. The bill is charged to the account that is with the organization in reference of the same person. Finally it is forwarded to the Night Auditor for recording. The Restaurant Manager can approve the final check in absence of the holding Executive. Ensure that the guest has signed the bill and his/her name, designation, etc is recorded or a business card is obtained from the guest, which will be then attached to the bill. Follow instructions as per the letter of the requesting company e.g. liquor to be direct. In such case collect all liquor expense from the pantry.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures A/c - 006

Handling EDC Machine

PROCEDURE: The machine that handles the credit cards is called the EDC (Electronic Data Capture) machine. Once the credit cards are received the card is swiped on the machine. Once the card is swiped, the amount is put on the bill in the EDC machine and the "enter" button is pressed. To convert the paisa into rupees two 00's are added to the actual amount. For example: to the number 50 if two 00's are added then the amount automatically comes to Rs.50/-. Then the print out is taken out as the merchant copy and the cardholder copy as two copies. One of them is the original copy and the other one is a carbon copy. But on the HSBC machine only one copy is taken out i.e. the merchant copy. After the first copy is removed, the "enter" button is pressed and the 2nd copy i.e. the cardholder copy is also removed. Both the copies are then sent to the guest for his signature. After that the copy is attached to the bill. If the guest has given tips, the adjacent key is pressed on the EDC machine and four 0's are entered as password. The EDC machine then asks for the trace no., which is there on the credit card slip. It will then automatically display the amount that is there on the credit card slip. After this the tip amount is added. The paisa is converted to rupees. In this way the tips are added to the bill amount which gets charged to the credit card slip. The same procedure is followed for the Citibank EDC machine.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures In the event that the EDC machine flashes message invalid error", pick up the card and do exactly as the machine directs. Also, inform the Outlet Manager about it. A/c - 007

Maintaining of Impress money

PROCEDURE: The Impress book means maintaining day to day handover of float amount of the outlet. During the handover procedures of cashiers, i.e. while changing the shift in the outlet, the cashier counts the money in the drawer and removes the department cash of that particular shift from users ID and makes the necessary envelope for depositing the cash. The balance amount is also checked which should always be there with the cashier. This balance amount is called as the Impress amount or the float amount, which is received from the account. There are different float amounts for different outlets. The handover-taking cashier writes the float amount in the Impress book for record.

FORMAT:
Date Day Outlet Shift Cashiers Name Impress Amount.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures

A/c - 008
Duties & Functionality of Front office Cashier

PROCEDURE: Front Office Cashier plays a major role in Front Office Accounting Operations. All Days cash / credit card / Guest billing / Cash receipt is handled here. Thus making the Font Office Cashiers role a pivot of cashiering Or accounting process in the hotel process. Cross checking of Billing and Money Receipts take place here for all previous days & todays transactions done during a particular day. Regarding the Billing of Corporate they tally the Mode of Payment is done with proper documentation or not. Example: Hero Honda guest Mr. Thomson is staying in the Hotel for last two month. So, the whole Bill is to be sent to the company. There should be a proper documentation for the same. It must be signed by the Authorized signatory of the company & if the credit facility is extended to the company then the it should be accepted and the needful to be done Regarding the Night audit should be done before by/after midnight by the night auditor after checking of all the cashiering reports from all departments handling money related transaction. Every day morning one accounts personnel comes to the reception counter and takes handover the whole money which is counted properly by the Front Office Assistance after Night audit and stapled properly in a envelop. The Accountant tallies the whole money with the cash settlement of the previous day. He counts the money in the Front Office Counter itself. After that he carries it at Accounts and then as per the Company Policy he goes to the bank and deposits in the Hotels Current Account. Accountant also tallies each and every Bill with the Payment detail and Discount if any.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

Best Western India

Accounts - Standard Operating Procedures Any confusion regarding the Billing Front Office Manager and the Duty Manager needs to explain with exact reason.

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Strictly Confidential, not for free distribution. Copyright of Cabana Hotel Management Private Limited This is a referral guide and is not to be duplicated in any form. To be returned to Master Franchisee of Best Western International at Bangalore upon completion of the contractual obligation, along with the other Confidential material Edition: June_2009

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