酒店管理财务--信贷政策Credit-policy.docx

淮安万达嘉华酒店
Huaian Wanda Realm Hotel
政策与程序
Policy& Procedure
编号 No.:
FIN- P&P-2.2.01
批准人: 总经理
Approved By: General Manager
制定人：财务总监
Prepared By：Finance Controller
主题：信贷政策
Subject：Credit Policy

生效日期：2012年8月14日
Effective Date：14 August 2012

Objective 目标：

The most important tool used to achieve solid credit control is a comprehensive credit policy, adapted to each hotel’s particular requirements, periodically updated and made known to all necessary personnel in the reservations, front desk, marketing, accounting, food and beverage and A/R section.
此政策是信贷控制最重要的工具；充份诠释信用政策，使其适合每一个酒店的要求，定期对其进行更新并使所有相关部门了解，包括预定、前台、市场部、财务部、餐饮部及应收账组。

Content 目录:

1. Credit Committee & Credit Meeting 信贷委员会及信贷会议 3
(1.) Credit Committee信贷委员会 3
(2.) Monthly Credit Meeting信贷会议 4
2. Credit Applications 信贷申请 5
3. Credit, Charge & Billing Procedures信贷, 计费及发单程序 8
(1.) Company公司 8
(2.) Groups团队 9
(3.) Credit Cards 信用卡 9
(A.) International Credit Cards国际卡: 10
(B.) Local Credit Cards 本地卡: 10
(4.) Personal/Company Cheque个人/公司支票 10
(A.) Personal Cheque 个人支票 10
(B.) Company Cheque 公司支票 11
(5.) Travelers Cheques & Foreign Currencies旅行支票及外币 12
(A.) Travelers Cheques 旅行支票 12
(B.) Foreign Currencies 外币 13
(6.) Third Party Billing第三方付款 13
(7.) Personal Account个人账户 13
(8.) Travel Agents旅行社 14
(A.) No Credit 无信贷协议 14
(B.) With Credit 有信贷协议 14
(9.) Rates and Charges价格与计费 15
(10.) Staff Ledger 员工挂账 15
(11.) Long Staying Guest长租户 16
(12.) No-Show Charges应抵未抵客人的收费 16
(13.) Skippers逃账 16
(14.) Credit Card Refunds信用卡退款 17
(15.) Cheques Received by Mail邮寄支票 18
4. Departmental Responsibilities部门职责 18
(1.) Reservation预定部 18
(A.) Reservation Procedure预定程序 18
(B.) Accounts with Credit Facilities有信贷协议的公司 20
(C.) Guaranteed Reservations and Cancellations担保预定及其取消 20
(D.) After Hour Credit Request正常工作时间外的挂账申请 21
(E.) Accounts Without Credit Facilities无信贷协议的公司 21
(F.) Arrival list verification预抵客人名单的核查 21
(2.) Front Office前厅部 22
(A.) Check-in Procedures办理入住程序 22
(I.) Personal Account - Credit Cards个人账户 - 信用卡 22
(II.) Personal Account – Cash个人账户 - 现金 24
(III.) Walk-in Guests无预定客人 24
(IV.) Company Account公司账户 25
(V.) Airline/Travel Agent Voucher航空公司/旅行社订房单 25
(B.) Procedures to be Followed During the Guest’s Stay客人住店期间的风险防范 25
(C.) Check-out Procedures办理结账程序 26
(D.) Late Charge追账 27
(3.) Food & Beverage餐饮部 28
(A.) Outlets餐厅 28
(B.) Banquet宴会 29
(I.) Individual Guests 个人 29
(II.) Companies 公司 29
(III.) Cash/Credit Card 现金/信用卡 30
(IV.) Bank Transfer 银行转账 30
(V.) Advance Deposit Payment 预付定金 30
(VI.) Cancellation Policy 取消政策 31
(4.) Sales & Marketing 市场销售部 32
(5.) Accounts Receivable 应收账 33
(A.) Bills & Collection发单及收账 33
(B.) Bad Debts Procedures坏账处理程序 错误！未定义书签。

Appendixes 附件

A. Application for Credit Facility 信贷申请
B. Credit Application-Approval Letter信贷申请回复函-同意
C. Credit Application-Rejection Letter信贷申请回复函-不同意
D. Payment Authorization Form第三方付款授权书
E. Skipper Report逃账报告
F. Instant Check Out Authorization Form快速结账授权书
G. 1st Reminder Letter第一封催款信
H. 2nd Reminder Letter第二封催款信
I. Final Reminder Letter最终催款信
J. Write Off Form坏账冲销申请

Procedure 程序：

1. Credit Committee & Credit Meeting 信贷委员会及信贷会议

(1.) Credit Committee信贷委员会

Ø The Hotel Credit Committee consists of:
酒店信贷委员会由以下人员组成:

A) General Manager总经理
B ) Financial Controller 财务总监
C） Director of Sales & Marketing 市场销售总监
D) Director of F&B 餐饮部总监
E) Assistant Financial Controller 财务副总监
F) Front Office Manager 前厅经理
F) Credit Manager 信贷经理

Ø The General Manger is generally responsible for the establishment of the hotel’s credit policies and procedures. The responsibility to carry out this function is delegated by him to the Credit Manager under the direct supervision of the Financial Controller. Extra care and caution should be exercised in the performance of such functions and are carried out in accordance with the policy and procedures herein outlined.
总经理主要负责建立有关信贷的规章制度. 在总经理的授权，在财务总监的指导下，由信贷经理负责监督具体的实施. 在具体的工作中，要特别注意遵守本政策中的规章制度。

(2.) Monthly Credit Meeting信贷会议

Ø A Credit Meeting will be held on monthly basis. Time and venue of meeting should be advised at least one (1) week prior to meeting.
信贷会议每月召开一次，时间及地点要提前一周通知有关的参会人员。

Ø Main objective of the meeting is to review the Accounts Receivable Aging Report, special accounts above 30 days and known problem accounts. Certain attendees will be allocated specific follow-up responsibilities, when necessary.
会议的主要内容是察看应收账龄分析报告, 超过30天未付款的账户及其他问题账户。 如有需要，以下参会人员将负责跟踪解决问题。

Ø Attendees at the meeting should be参会人员:
· General Manager 总经理
· Financial Controller财务总监
· Assistant Financial Controller财务副总监
· Director of Sales & Marketing市场销售总监
· Director of F & B餐饮部总监
· Front Office Manager前厅部经理
· Credit Manager信贷经理

Ø An A/R Aging report will be distributed and accounts over 60 days will be discussed. Decisions to take legal actions, request assistance from other parties, hotel etc., black list clients and refuse acceptance of travel agents vouchers, amongst other, would normally be taken at these meetings. Exceptions, due to timing needs, would be handled by the Credit Manager, through the Financial Controller, as required.
应收账龄分析报告将在会上分发并具体讨论超过60天的未付款账户。会议将做出是否采取法律手段追讨欠款，是否需要其他酒店或公司的协助，是否将客人列入黑名单，是否拒收旅行社订单等有关决议。有些决定，因时间关系，将由财务总监根据实际情况，直接吩咐信贷经理去实施完成。

Ø Any other matters causing collection difficulties are also discussed and course of action, to correct the situation before it becomes a major problem, is agreed upon.
任何其他情况导致收账困难的问题，也在会上提出，以便管理层及时做出决定，采取相应的措施，以防止问题进一步恶化。

Ø The Credit Policy may also be reviewed periodically during the Credit Meeting and any procedural deficiency should be addressed immediately.
信贷会议上也要对信贷政策进行定期的核查，任何与实际操作有悖的条款要及时讨论。

Ø The Minutes of the credit meeting will be taken by the Credit Manager. It should contain information related to various functional areas including a list of specific problems discussed, corrective action taken and follow up actions required by the various departments.
信贷经理负责会议记录。会议记录包括会议讨论的问题，采取的措施以及负责跟踪解决问题的部门及个人。

Ø The minutes must be distributed promptly to all attendees. These minutes are also reviewed at the following meeting to ensure agreed steps have been correctly followed up by those given the responsibility.
会议纪录将在会后及时分发给所有参会人员。每次信贷会议将回顾上次的会议记录，核查有关责任人是否跟踪解决问题。

2. Credit Applications 信贷申请

All companies, individuals, and travel agents requesting Credit facilities within the Hotel for Banquets, Conferences, Restaurant Outlets or regular accommodation must complete an Application for Credit Facility (Ref. Appendix A) if local Credit facilities are not held. The Crdiet Manager will then access the application and inform the applicant in writing the status of the application.
所有公司, 个人, 旅行社提出在酒店内部的宴会，会议，餐饮消费及客房消费挂账由公司支付的，如果没有信贷协议，都需要事先填写信贷申请（附件A）。 信贷经理将负责有关调查并通知申请人结果。

The client will be advised of Credit facility approval or denial within 72 hours or 3 days of receipt of application.
客人将在提出申请的72小时或3天后被告知结果。

Ø When Credit is requested, the PMS A/R system will be checked as to whether the client has already been issued with a Credit facility. If the client does have Credit facility, the Application for Credit Facility is not required.
客人提出挂账申请后，要先在系统中检查该公司是否已经有信贷协议。若客人已经有信贷协议，则不需要再填写信贷申请。

Ø If the client does not have Credit facility, then an Application for Credit Facility is to be forwarded to the client.
若客人没有信贷协议, 要求客人填写信贷申请。

All Department Heads including the Sales Managers can forward credit applications requesting accommodation. The Sales Manager will be responsible for Conference and Banquet credit requests. Credit Manager will be responsible for Credit requests made directly to the Finance Department
所有部门总监及销售经理可以向客人发放信贷申请。销售经理将负责会议及宴会的挂账申请。信贷经理将负责接听打到财务部的有关信贷方面的咨询电话。

Ø It is the responsibility of the Sales Manager to ensure that applications for functions and conferences are returned by clients at least 14 working days (two weeks) prior to the event date. If applications are not returned, then Credit facilities will not be provided.
销售经理要负责确保客人在宴会前的14天将填好的信贷申请返还酒店。若信贷申请没有按时送回，则视为客人放弃信贷申请。
All returned applications should be forwarded to the Accounts Receivable at least fourteen (14) working days (two weeks) prior to the date Credit is required. Function and conference applications are to be accompanied by an estimate of the amount of Credit required. This estimate is to be provided by the Sales Manager.
所有填好送回的信贷申请要在申请信贷有效起始日的前14天送到应收部门。宴会及会议申请要附上销售经理提供的预计消费总额。

Where short lead functions are booked and require Credit facilities, the Sales Manager must get the Credit Application completed immediately and forward to Credit Department for processing. In order to get the application approved, all information must be completed.
若客人的预定时间和消费时间非常接近，并提出挂账申请，销售经理要请客人立即填写信贷申请并马上送至应收部去调查审批。为了能使信贷协议顺利得到审批，所有信息要填写完整。

NOTE: Banquet functions  the Application For Credit Facility must be used for each banquet function if permanent credit has not been previously authorized. Each function must be individually assessed to determine whether Credit will be extended. In general, all social functions must be paid in full prior to the event.
注意：宴会消费 – 如果没有永久的信贷协议，每次宴会要分别申请临时信贷协议. 原则上, 所有宴会都要全额预付.

Ø The Credit Manager will contact Credit references.
信贷经理将联系客人提供的信用证明单位进行信用调查。

Ø The Credit decision will be made by the Credit Manager based on information obtained from references.
信贷经理将根据调查结果给出初步意见。

Ø All Credit Applications Approval by Financial Controller and GM.
所有的信贷申请最终由财务部总监及总经理审批

Ø Once approvals are obtained, an account will be created in the PMS A/R System and details of such noted on the Application Form by the Credit Manager.
信贷协议获得批准后, 信贷经理将给该公司在系统中建立应收账号，并记录在信贷申请上。

Ø Local companies and travel agents, if granted credit, will be extended a credit term of thirty (30) days, unless otherwise stated. If necessary, some local travel agents may be required to provide cash deposit prior to extension of credit.
除特殊情况外，本地公司或旅行社的账期为30天。根据实际情况，有些公司或旅行社可能会被要求支付押金，以便信贷申请获得审批。

Ø All Travel Agents with approved credit must provide a specimen copy of the travel agent voucher. Any variation to the specimen vouchers should be referred to the Front Office Supervisor, Front Office Manager or Credit Manager by the Front Office Agent.
所有签署信贷协议的旅行社要提供本旅行社的订房单样本。若前台服务员发现客人提供的订房单与该旅行社提供的样本不符，要上报当班主管，前厅部经理或信贷经理去做进一步核实。

Ø The client will then be advised of the Application decision. The persons responsible for advising of credit decisions are:
审批结果要通知客户。以下人员负责通知客户：

Conferences会议 : Sales Manager or designate销售经理或其指定人员
Functions宴会 : Sales Manager or designate销售经理或其指定人员
Permanent Accounts永久协议: Credit Manager信贷经理

Ø For Government Bodies/Embassies, approval of credit may be extended without the presence of the Credit Application Form. However, a letter of undertakings has to be forwarded prior to guests arrival and/or conference.
对于政府机关或大使馆, 无需填写信贷申请。但是, 需要其提供书面担保函，以便审批。

Ø Credit Applications will be filed by the Credit Manager.
信贷经理负责对信贷申请进行存档保管。

Ø The Credit Manager will forward a copy of all approval letters (Ref. Appendix B) for accommodation accounts to Reservations, Sales and Front Office. A list will also be compiled and updated on a monthly basis advising of those clients who have permanent accommodation or Credit facilities with the Hotel.
信贷经理将把已经签署的房费挂账信贷协议批准回复函 (附件 B) 复印给预定部，销售部和前厅部。每月一份包含所有已经签署永久信贷协议的公司名单将分发给有关部门。

Ø Credit facilities declined (Ref. Appendix C) will be advised by Department Heads nominated in above. An alternative form of payment must be requested by that Department Head. In most cases, full advance deposit would be required.
信贷协议拒绝回复函 (附件 C) 将由上述列出的人员通知客户。并要通知客户采取其他付款方式。大多数情况下，要求客户提前预付所有费用。

Ø Credit Department will then update the credit listing and circulate the departments concerned once every month.
信贷部门要每月提供最新的名单并分发给各有关部门。

3. Credit, Charge & Billing Procedures信贷, 计费及发单程序

(1.) Company公司

Ø Reservations/Front Office shall not accept any credit arrangement for billing back to the company without written confirmation of authorization form the party accepting responsibility for payment.
预定部/前厅部在没有付款公司的书面确认的情况下，不可以同意客人的挂账要求。

Ø It is imperative; therefore, that prior consultation with the Accounts Receivable is made to determine the status of the account before agreeing to such credit arrangement.
因此，在实际工作中，及时询问应收部门就显得非常重要。

Ø A letter of undertaking should be requested at the time of reservation. If the letter is not available, the guest should be referred to the Front Office Manager/Duty Manager who will then commence investigations. The guest would then be required to produce their credit card for verification purpose during the investigation period. In the event that company denied undertaking, the charges would be processed into the credit card.
在预定阶段就要向客户索要公司担保函。若无担保函, 要报告前厅经理/值班经理跟进。在此期间，客人要先用自己的信用卡进行担保。若公司拒绝付款，则所有费用由客人自己承担。

Ø It must be noted the type of expenses, whether accommodations and/or incidentals in the letter of undertaking.
要特别注意公司担保函中确认的为客人支付的是何种费用，如房费或房杂费。

Ø Where the letter of undertaking does not cover all charges, the guest should be notified and ask how the settlement of the personal charges will be made and then follow the procedures during check-in, either cash deposits and/or credit card verification.
若公司不是支付所有费用， 在客人登记入住时，要告知客人并与客人确认如何支付个人费用, 是支付现金押金或是信用卡。

Ø Unless the letter of undertaking is received, with company in credit status, no routing should indicate billing back to company.
即使公司有信贷协议，在没有担保函的情况下, 也不可以同意客人挂账。

Ø All guest invoices must be signed by the guest indicating full responsibilities for the charges incurred to avoid any dispute by the company and/or the guest in future.
所有账单都要请客人签字，以证明客人对所有消费的认可，防止客人或公司日后有任何异议。

Ø Front Office will retain all supporting documents (checks, vouchers, etc) of in-house guests till their departure. This is to enable guests’ verification of their bills during their stay and to avoid delays in the Front Office check-out queue. After guests’ departure, all these documents, together with the letter of undertaking and a copy of the signed invoice, will be submitted to the Finance Department.
前厅负责保管好客人在住店期间的所有的小单 (账单, 票据等)直至客人离店。这样可以方便客人在住店期间随时核查消费并减少结账时的排队现象。客人离店后，所有小单，连同担保函及客人签字的账单一并交到财务部。

(2.) Groups团队

Ø In some instances, companies will make reservation for a group of rooms (e.g. conference). In the event of such group bookings (i.e. 5rooms or more), special credit policies will apply on a case-to-case basis.
有些时候, 公司会预定很多房间 (如会议)。在团队预定的情况下(即5间房或上),要根据实际情况采取不同的信贷政策。

Ø Front Office, Sales & Marketing, reservations and Food & Beverage should not accept any credit arrangement without written confirmation or authorization from the party accepting responsibility for payme