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TOURISM

Sector:
Qualification Title: FRONT OFFICE SERVICES NC II
Unit of Competency: PROVIDE CASHIERING SERVICES
Module Title: PROVIDING CASHIERING SERVICES
FRONT OFFICE SERVICES Date Developed: Document No.
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Providing Cashiering
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AIRBIL INTERNATIONAL SCHOOL for TOURISM

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LIST OF COMPETENCIES

CODE NO. CORE COMPETENCIES


TRS512315 Receive and process reservation
TRS512316 Operate computerized reservations system
TRS512317 Provide accommodation reception services
TRS512318 Conduct night audit
TRS512305 Provide club reception services
TRS5123109 Provide concierge and bell services
TRS5123110 Provide cashiering services

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome!

The unit, “Provide Cashiering Services”, is one of the competencies


of FRONT OFFICE SERVICES NC II, a course which comprises the
knowledge, skills and attitudes required for a TVET trainer to possess.

The module, Providing Cashiering Services, contains training


materials and activities related to identify learner’s requirements,
preparing guest folios.

In this module, you are required to go through a series of learning


activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self Checks, and Task/ Sheet. Follow
and perform the activities on your own. If you have questions, do not
hesitate to ask for assistance from your facilitator.

Remember to:

 Work through all the information and complete the activities in


each section.
 Read information sheets and complete the self-check. Suggested
references are included to supplement the materials provided in
this module.
 Most probably, your trainer will also be your supervisor or
manager. He is there to support you and show you the correct way
to do things.
 You will be given plenty of opportunities to ask questions and
practice on the job. Make sure you practice your new skills during
regular work shifts. This way, you will improve your speed,
memory and your confidence.
 Use the Self-Checks, Operation Sheets or Task or Job Sheets at
the end of each section to test your own progress. Use the
Performance Criteria Checklist or Procedural Checklist located
after the sheet to check your own performance.
 When you feel confident that you have had practice, ask your
Trainer to evaluate you. The results of your assessment will be
recorded in your Progress Chart and Achievement Chart.
 You need to complete this module before you can perform the next
module.

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QUALIFICATION FRONT OFFICE SERVICES NC II

UNIT OF PROVIDE CASHIERING SERVICES


COMPETENCY
MODULE TITLE PROVIDING CASHIERING SERVICES

INTRODUCTION

This unit deals with the skills and knowledge required by Front Office
personnel

This module consists of seven (7) learning outcomes. Each outcome


contains learning activities for both knowledge and skills, supported
with information sheets, self check, activities, and job/operation sheets,
gathered from different sources. Before you perform the manual
exercises, read the information / activity sheets and answer the self
activities provided to confirm to yourself and to your instructor that you
are equipped with knowledge necessary to perform the skills portion of
the particular learning outcomes.

LEARNING OUTCOME

At the end of this module you will be able to:

LO 7. Provide cashiering services

7.1 Prepare guest folio


7.2 Collect cash, cash equivalents or non-cash transactions
7.3 Process receipts and payments
7.4 Reconcile financial transactions at the end of the shift.

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LEARNING OUTCOME

LEARNING OUTCOME NO. 1 Prepare guest folio

CONTENTS:
1. Check with other departments of any unposted or late charges. All
unposted or late charges are posted in the property’s computerized
system.
2. Guest folio is printed and readied to be presented to guest.
3. Guest folio is presented to guest for review and approval.

ASSESSMENT CRITERIA:

1. Accuracy in posting corresponding charges.


2. Able to present the guest folio.
3. Ability to answer guest’s inquiry about the charges.

CONDITIONS: METHODOLOGIES:
The students/trainees must be
provided with the following in the
PowerPoint presentation or video:

1.1 Credit card  Discussion


1.2 Checks  Modular
1.3 Cash payout  Demonstration
1.4 Posting charges  Video Presentation
1.5 Account settlement
1.6 Auditing accounts
1.7 Accounts receivable
1.8 Accounts payable
1.9 Debit cards
1.10 Deposits
1.11 Advance payments
1.12 Vouchers
1.13 Company Charges
1.14 Refunds
1.15 Traveler’s check
1.16 Foreign Currency
1.17 Other financial Transactions

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ASSESSMENT METHOD
 Interview
 Observation
 Demonstration of practical skills

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LEARNING EXPERIENCES

PREPARING GUEST FOLIO

Learning Activities Special Instructions

1. Read Information Sheet No. 7.1-1 Do not write anything on the module and
on Prepare Guest Folio including prepare a separate sheet of paper for self-
Posting Charges, Reversals and check and activity.
Rebates
2. Answer Self-Check No. 7.1-1 Compare your answer with the answer key
3. Read Information Sheet No. 7.1- Read information Sheet
2 Compute Service Charge and
Taxes
4.Answer Self-Check No. 7.1-2 Compare using assessment criteria. The
Perform task sheet 7.1-1 Learner may use calculator / mobile phone
calculator app
5. Read Information Sheet No. 7.2-1
Collect cash, cash equivalents or
non-cash transactions
6. Answer Self-Check No. 7.2-1 Compare your answer with the answer key

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INFORMATION SHEET 7.1-1

PREPARE GUEST FOLIO

Posting Charges, Reversals and Rebates

Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Prepare Guest Folio


2. Post, Reverse and Rebate charges
3. Compute Service Charge and Taxes

Overview:

Preparing Guest Folio is the most critical aspect of Front Office


Cashiering. It is the last stop of the guest to the establishment. Any
erroneous posting/s done in the Guest Folio would result to complaints,
breaking corporate trust, and worse – media blogs about the
incompetency of the hotel!

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CASHIER

LOGIN NAME

PASSWORD

Procedure in opening the Cashier Menu:

Enter Login Name, example; FOROMMEL


Enter Password, example: 13rommel

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CASHIER

CHECK-OUT

POSTING

FOREIGN EXCHANGE

CREDIT LINES

Procedure in Posting Charges:

Highlight the Posting Field using the keyboard arrow and press Enter;

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POSTING

Room No. _____ Code _____ Supplemental No. _____


Remarks _____ Amount _______________

Room No. _____ Code _____ Supplemental No. _____


Remarks _____ Amount _______________

Room No. _____ Code _____ Supplemental No. _____


Remarks _____ Amount _______________

Procedures in Posting:

1. Enter the correct room number of the guest;


2. Enter the correct number code or the charge itself, example: Code:
400 ; Charge: Transportation Charge;
3. Enter the Supplemental Number;
4. Encode remarks if there are any; and
5. Enter the precise amount of the charge.

POSTING

Room No. 101; Mr. Masafumi Takahashi Code 400-TR


Remarks TR#101 Amount Php 850.00

Room No. 102; Ms. Naomi Sanders Code 300-MB


Remarks MB#236 Amount Php 1, 995.00

Room No. 613; Dr. Abdulaziz Rahman Code 500-RS


Remarks RS#238 Amount Php 5, 378.65

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Note:

I. In the Posting Field, you can post multiple charges to


different rooms;
II. Enter the Room Number and the Name of the Guest will
automatically appear to avoid erroneous posting of
charges;
III. Codes will be given hereafter, should the posting officer
forgot the number code, just type the charge and the
number code will automatically appear;
IV. Do not forget to input the voucher number for each
corresponding charge.

POSTING

Room No. 101; Mr. Masafumi Takahashi Code 400-TR


Remarks TR#101 Amount Php 850.00

Room No. 101; Mr. Masafumi Takahashi Code 400-TR,AL


Remarks AV#018 Amount Php -850.00

Procedures in Reversal:

1. There are cases that we commit mistakes, whether it’s a wrong


amount, wrong room number, no charge because it is suppose to
be complimentary, etc.
2. If the charge was just made within the day (from system up to
night audit), you may do the same exact procedure except put (-)
or negative sign before the amount to reverse the charge into 0.00.
3. Remember that all the Reversal Entry must be authorized and
signed by the immediate superior.

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POSTING

Room No. 101; Mr. Masafumi Takahashi Code 400-TR


Remarks TR#101 Amount Php 850.00

Room No. 101; Mr. Masafumi Takahashi Code 409-TR,AL


Remarks AV#018 Amount Php -850.00

Procedure in Rebate:

1. There are cases that we commit mistakes, whether it’s a wrong


amount, wrong room number, no charge because it is suppose to
be complimentary, etc.
2. If the charge was made from previous date, it must be Rebate and
NOT Reversal. Just put the Allowance Voucher Number at the
Remarks and attach it at the receipt of the wrong charge;
3. Put (-) or negative sign before the amount to rebate the amount
into 0.00.
4. Remember that all the Rebate Entry must be authorized and sign
by the immediate superior.

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Charges and Codes:

Room Charge - 100


Room Service Charge - 101
Room VAT - 102
Room Local Tax - 103

Room Allowance - 109

Mini-Bar Charge - 300

Mini-Bar Allowance - 309

Transportation Charge - 400

Transportation Allowance - 409

Room Service (F&B) - 500

Room Service (F&B) Allowance - 509

Paid-Out Refund/Cash Advance - 600

Paid-Out Refund/Cash Advance Allowance - 609

Miscellaneous Charge - 700

Miscellaneous Allowance - 709

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SELF-CHECK NO. 7.1-1

Determine the Correct Code of each Charge:

1. Miscellaneous Charge - __________

2. Paid-Out Refund/Cash Advance - __________

3. Room Service Charge - ___________

4. Mini-Bar Charge - __________

5. Mini-Bar Allowance - __________

6. 100 - __________

7. 509 - __________

8. 600 - __________

9. 103 - __________

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ANSWER KEY NO. 7.1-1

1. 700
2. 600
3 101.
4. 300
5. 309
6. Room Charge
7. Room Service (F&B) Allowance
8. Paid-out-Refund / Cash Advance
9. Room Local Tax

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INFORMATION SHEET 7.2-1

COLLECT CASH, CASH EQUIVALENTS OR NON-CASH


TRANSACTIONS

1.In opening the Cashier Menu, the User must encode the LOGIN
Procedure twice, that’s number 1-to open the software and number 2-to
open the Cashier Menu;
2.This is very important because not all has an access to the Cashier
Menu, as this is a very sensitive field and menu;
3.Only FO Managers and Front Desk Clerks have the full access to the
menu; while Transportation Officers, Club Officers, and Outlet Cashiers
has access to POSTING menu. This is to lighten the responsibilities of
FO Cashiers.

TERMS and DEFINITIONS in Front Office Cashiering:

I. Cash Settlement – if the guest is paying by cash whether


FOREX or Local Currency.
II. FOREX – Foreign Exchange, example: US$, HK$, SG$, AU$,
Yen, Euro, Pounds, etc.,
III. CC Settlement – if the guest is paying using Credit Card;
VA – Visa
MC- Mastercard
AX – American Express
DI – Diners International
JC – JCBC

Another form of payment is using the Debit Card – Same code


might be used by the major and international credit card
companies. The difference between the Credit Card and Debit
Card will be defined hereafter:

Debit Card – in some Asian Countries, DC are like ATMs


(Automated Teller Machine), as long as there is a fund
/savings/
Money in the account / account number, the person who’s
holding it may gain complete access in withdrawing, depositing,
transferring, paying utility bills and even go shopping or pay
hotel bills.

In the UK, (United Kingdom) or even in USA (United States of


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America), DC can be used in many ways like receiving salaries
from their employers. As what others may say…the people in
UK live in plastic cards, they don’t bring much cash because
they pay using their Credit/Debit Cards! Most of the important
information about a person can be traced in their Credit and/or
Debit Cards, specially their Social Security Numbers. Should
they fail to pay their bills and debts after much legal
considerations, their name and SS Number will be banned to
purchase commodities and loan.
Most Debit Card companies in the UK and US allow their client
to exceed a bit on their Debit Limit. For example:
Ms. Martha Webster has a Debit Limit of 500. 00 BP, she can
exceed and purchase it up to its maximum limit of
700.00 BP! In this case, the Service Industry of Outbound Call
Center enters, collecting money from their clients, calling them
using a CUED-Computerized Dialing System, more oftentimes
all day long until the client promised to pay and commit an
exact day of payment.

IV. City Ledger – another form of payment that can be used by a


guest, meaning that his/her company will shoulder all the
expenses incurred or some specified bills “only” An LOA must
be faxed/mailed on or before the guest checks-in.
V. LOA – Letter of Authority or Letter of Authorization, sometimes
termed as Send Bill.

Few Components of LOA:

1. Must have a letterhead of the company


2. Addressed to the Credit Manager of the hotel
3. MUST have a Credit Line and good Credit Standing with the
hotel;
4. Specimen Signature must be the same or likeness with the
company’s authorized signatory;
5. Exact information is required – i.e. Name of the guest, flight
details, length of stay, specified bills to be paid by the
company;
6. If in some case, as it always happen, should the company
doesn’t have a Credit Line, then they have to pay the deposit
or leave a fund at the FOC (Front Office Cashier);

VI. Prepayment – means that the bill must be paid prior to arrival.

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VII. PUCO – payment upon check-out, meaning that the company
or travel agency is allowed to pay after their client/guest
checked-out without any hassles.
VIII. Posting – an act of encoding/inputting charges.
IX. MB – Mini Bar charges or consumption.
X. NC – No consumption from the mini-bar.
XI. Split Charges – done by guest-colleagues who shared the same
room and charges but will pay separately during settlement or
check-out.
XII. Rebate – to deduct charge due to faulty charges or discounts.
XIII. Cash paid-out – also know as cash advance either from the
credit card or to withdraw money from the hotel fund (if allowed
by the establishment) but with corresponding
surcharge/service charge.
XIV. Room Charge – room rate per night charged to the guest. Note:
Room charge varies from one guest to another, one company to
another, one travel agency to another, thus, room charge is
very confidential
XV. Room Service Charge – 10 % additional charge based on the
“base rate” of the room charge or any food and beverage
ordered by the guest. For the service received. Service Charge
is accumulated and divided equally among Probationary and
Regular employees each month.
XVI. VAT – Value Added Tax imposed by the government, additional
12% charge based on the “base rate” of the room charge or any
food and beverage ordered by the guest.
XVII. Local Tax – Additional charge imposed by the local government
(city or municipality) based on the “base rate” of the hotel
charge. Usually .75 %.

Thus Room Rate X 1.2275 = Net Price

Example:

Room charge Php 5,000.00


Service Charge (10%) 500.00
VAT (12%) 600.00
Local Tax (.75%) 37.50
__________________________________

Total Charge Php 6,137.50

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SELF-CHECK NO. 7.2-1

Compute the Room Rates Manually using the computer calculator or


mobile phone:

1. Room Rate Php 15, 000.00


Service Charge ____________
VAT ____________
Local Tax ____________

2. Room Rate Php 8, 00.00


Service Charge ____________
VAT ____________
Local Tax ____________

3. Food Charge Php 1, 800.00


Service Charge ____________
VAT ____________
Local Tax ____________

4. Beverage Charge Php 500.00


Service Charge _____________
VAT _____________
Local Tax _____________

5. Base Charge Php 250, 000.00


Service Charge _____________
VAT _____________
Local Tax _____________

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ANSWER KEY NO. 7.2-1

1. Room Rate Php 15, 000.00


Service Charge _____1,500.00
VAT _____1,800.00
Local Tax ______ 112.50

2. Room Rate Php 8, 000.00


Service Charge _______800.00
VAT _______960.00
Local Tax ________60.00

3. Food Charge Php 1, 800.00


Service Charge _______180.00
VAT _______216.00
Local Tax ________13.50

4. Beverage Charge Php 500.00


Service Charge ________50.00
VAT ________60.00
Local Tax _________3.75

5. Base Charge Php 250, 000.00


Service Charge _____25, 000.00
VAT _____30, 000.00
Local Tax ______1, 875.00

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SELF-CHECK NO. 7.2-3

1. Cash Settlement:
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
_______________________________________________________

2. FOREX and Example of FOREX:


________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
_______________________________________________________

3. CC and Sample Major CC:


________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
_______________________________________________________

4. City Ledger:
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
_______________________________________________________

5. Components of LOA:
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
_______________________________________________________

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ANSWER KEY NO. 7. 2-3

a. Cash Settlement:
 Local currency, Foreign currencies, Traveller’s
check

b. FOREX and Example of FOREX:


 Dollar, Riyal, British Pounds, Euro, Yen, Francs

c. CC and Sample Major CC:


 Visa, Mastercard, American Express, JCB

d. City Ledger:
 Send bill arrangement with Letter of Authorization

e. Components of LOA:
 Guest name, duration of stay, specification of
charges

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FOREIGN EXCHANGE

Foreign Currency: Conversion Rate


Peso Equivalent

US$ (United States of America – Dollars) 43.00

¥ (Japanese Yen) .41

€ (European Union Money) 60.00

£ (British Pounds) 70.00

SG$ (Singapore Dollars) 30.00

AU$ (Australian Dollars) 35.00

HK$ (Hongkong Dollars) 5.00

SR (Saudi Riyal) 12.00

Airbil Hotel
Foreign Currency Receipt
TIN # 1111111111 VAT # 1111111111

Guest Name: Mr. Jason Anderson Room No. 101

US$ 100.00 45.00 Php 4,500.00

_______________ _________________
Guest’s Signature Cashier’s Signature

Guest’s Copy

Airbil Hotel
Foreign Currency Receipt
TIN # 1111111111 VAT # 1111111111

Guest Name: Mr. Jason Anderson Room No. 101

US$ 100.00 45.00 Php 4,500.00

_______________ _________________
Guest’s Signature Cashier’s Signature

FO Cashier’s Copy

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GUEST FOLIO

Guest Name: Mr. Jason Anderson Room Number: 2329


Check-in: July 01, 2015 Check-out: July 05, 2015
Company Name: Fox River
Room Rate Php 6,000.00 TOTAL Php 35,000.00

July 01, 2015 Room Charge Php 6,000.00

July 02, 2015 Room Charge 6,000.00

July 03, 2015 Room Service 2,000.00


Local Call 25.00
Local Call 25.00
Room Charge 6,000.00

July 04, 2015 Sky View Restaurant 2,500.00


International Call 250.00
Room Charge 6,000.00
Mini-Bar 200.00

July 05, 2015 Room Charge 6,000.00

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

If you press (1 – Check Out); the following choices will appear:

*Cash
*Credit Card
*Cheque
*City Ledger

If you press (Cash); the following choices will appear:

*Philippine Peso
*US Dollars
*Japanese Yen
*Euro
*British Pound
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*Singapore Dollars
*Australian Dollars
*Hongkong Dollars
*Saudi Riyal

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

If you press (1 – Check Out); the following choices will appear:

*Cash
*Credit Card
*Cheque
*City Ledger

If you press (Credit Card); the following choices will appear:

*VA – Visa
*MC – Mastercard
*AX – American Express
*JC – JCBC

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

If you press (1 – Check Out); the following choices will appear:

*Cash
*Credit Card
*Cheque
*City Ledger

If you press (Cheque) the following information will appear:

Bank Name __________________________


Account Number ______________________
Amount _____________________________
Date ________________________________

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1 – Check Out 2 – Print Only 3 – Cancel Check Out
4 – Pay Only 5 – Posting

If you press (1 – Check Out); the following choices will appear:

*Cash
*Credit Card
*Cheque
*City Ledger

If you press (City Ledger) the following information will appear:

Amount ______________________________
Company Name ________________________

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

If you press (2-Print Only) – an inquiry will appear

#1 To-date only – means that you may print the bill as the present date
and time only;

#2 Proforma Invoice - means that you may print the bill that will include
all the dates of your stay (Number of Room Nights).

There are guests who ask for print out only, that’s why you have to
double-check the guest’s request. If you assume that he/she will check-
out when he/she is not, there will be a discrepancy with housekeeping’s
report and a severe complaint will arise.

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

If you press (3-Cancel Check Out) – an inquiry will appear

Are you sure? Yes or No

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Just highlight the answer to reactivate or cancel the inquiry. This
happens at times should the guest decided to extend stay after checking
out and seeks to occupy the same room.

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

By pressing (4-Pay Only) – you may post deposit or payment to the


guest’s account.

The usual mode of payment will also appear: Cash, Credit Card, Cheque,
and City Ledger.

1 – Check Out 2 – Print Only 3 – Cancel Check Out


4 – Pay Only 5 – Posting

By pressing (5-Posting) – you may post any charges to the guest’s


account. This access is only given to the FO Managers, FO Supervisors
and Reception Clerks who has access to Cashiering. One of the
advantages of this field is you can see directly the other charges
compared to the Multiple Posting Access that other sections have.

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TASK SHEET 7.1-1

Title: PREPARE GUEST FOLIO

(ACCURATELY POST CHARGES, REVERSALS and REBATES)


Performance Objective: You should be able to post charges, reversals and
rebates accurately.
Supplies/Materials: Bond paper, pen, pencil, eraser

Equipment: Laptop / desk top computer, calculator, calculator on mobile


app
Steps/Procedures:

1. Collect supplemental vouchers


2. Log in to the Hotel Software
3. Log in to Cashiers Section
4. Enter password
5. Highlight “Posting Menu” then press Enter
6. Enter the correct room number (double check the occupant’s
name)
7. Post the charge with its corresponding code then press Enter
8. Stamp “Posted” to the Supplemental Voucher and sign
9. Close the Cashier Menu.

Assessment Method:
Demonstration, Questioning

PERFORMANCE CRITERIA CHECKLIST


TASK SHEET 7.1-1

Trainee’s Name__________________________ Date ________________


FRONT OFFICE SERVICES Date Developed: Document No.
NC II April 2015 Issued by:
Developed by: Page 30 of 32
Rommel A. Libria Revision # ____
Providing Cashiering
Services
Criteria YES NO
1.Collect Supplemental Voucher
2.Log in to Hotel Software
3.Log in to Cashier Section

4.Enter Password

5.Highlight “Posting Menu” then press Enter

6.Enter the correct number (double-check the


occupant’s name)

7.Post the charge with its corresponding code then


press Enter

8.Stamp “Posted” to the Supplemental Voucher and


sign

9.Close the Cashier Menu.

Comments/Suggestions:

Trainer: ___________________________ Date: ________

REFERENCES:

RAL Concepto, Front Office Simplified


2015 Edition, Copyright 2015, pp.2 -10 to 90 -92

Google Search Engine www.google.com.ph/search?


biw=1024&bih=430&noj=1&tbm=isch&sa=1&q=front+office+clip+a

FRONT OFFICE SERVICES Date Developed: Document No.


NC II April 2015 Issued by:
Developed by: Page 31 of 32
Rommel A. Libria Revision # ____
Providing Cashiering
Services
rt

www.google.com.ph/search?
biw=1024&bih=430&noj=1&tbm=isch&sa=1&q=teamwork+logo

FRONT OFFICE SERVICES Date Developed: Document No.


NC II April 2015 Issued by:
Developed by: Page 32 of 32
Rommel A. Libria Revision # ____
Providing Cashiering
Services