BANQUET AND EVENT CHARGES

A. OBJECTIVES:

This policy is being issued to ensure that all banquet charges are completely posted and banquet guest checks
are properly kept.

B. STANDARD or SCOPE:

Banquet event charges should always be in agreement with the contract or Banquet Event Order agreed with
the client. Any additional orders during the event must be supported by duly signed Banquet Amendment
Form and it will be punched on a separate guest check.

C. PROCEDURE:

1. For every banquet event where charges are to be settled under specific Room Folio. Banquet and Events
Manager should forward all original guest checks to Front Office documented using a logbook. Banquet and
Events Manager should ensure that such guest checks are properly acknowledge/signed by the organizer

2. be attached to the folio including all original signed guest checks related to the event. No non-guest folio
should remain in the system beyond the event duration.

3. Any missing guest checks which were properly endorsed to Front Office as evidenced by Banquet or F&B’s
logbook will be the sole responsibility of the person who received it. Amount of missing guest check(s) will
be charged to the person responsible if such change was disputed by the guest/event organizer.

4. Checked out non-guest folio will be included in the Cashier’s Closure Report file drop.

CASHIER SETTLEMENT
OBJECTIVES:
This policy is being issued to establish control intended primarily to monitor different kinds of
settlement of FO.

STANDARD or SCOPE:
All payments must be posted immediately. Settlement shall be posted carefully and accordingly.

PROCEDURE:
FRONT OFFICE
1. CASH
a. All cash payments made must be posted using the transaction code “CASH”.
b. Indicate in the reference portion the OR number issued.
2. CHECK
 a. See policy for check payment
b. All check payments received must be posted using the transaction code
“CHECK”.
c. Indicate in the reference portion the OR number.
d. Check details such as number and bank type shall be indicated the remarks
portion.

3. CREDIT CARD/DEBIT CARD

a. Credit card payments must be posted using the designated transaction code per
card type:
i. Mastercard
ii. Visa Card
iii. American Express
iv. Diners Club
v. JCB Japan Credit Bureau
vi. Discover Card
vii. China Union Pay
viii. ATM/Debit Cards

b. Ensure all charge slips, folio, CardVer and registration card are properly signed by
the cardholder/guest.
c. Indicate the complete details required by the system (card number and approval
code)
d. Indicate the OR in the reference portion.
e. At the end of the shift, cashier print detailed report before settling the credit card
terminal assigned to him/her.
f. Cashier shall reconcile charges as per detailed report versus posted credit card
payments.

4. DIRECT BILLING / CITY LEDGER

a. All accounts with approved credit line must be settled using the transaction code
“DIRECT BILLING”. List of companies with approved credit line can be confirmed
with credit and collection section. Summary shall be saved in the common drive
for reference.
b. Cashier must ensure that charges to be settled as direct bill were
supported/covered the company’s LOA/PO.
c. Ensure that original signed folio, signed receipts (for any incidental charges)
registration card and LOA/PO were completely.
5. DIRECT BANK DEPOSIT
a. This payment is made through direct bank deposit. It may be in the form of cash,
check or telegraphic transfer.
b. Copy of deposit or remittance slip must be forwarded to credit section for
verification and posting.
 6. COMPLIMENTARY
a. Refer to Complimentary & House Use policy and complimentary Gift Certificate
policy.

7. PAID GIFT CERTIFICATE

a. Refer to Paid Gift Certificate policy.
8. EMPLOYEE LEDGER
a. Refer to Employee Ledger policy.

FOOD AND BEVERAGE (OUTLETS)

1. CASH
a. All cash payments made must be posted using the transaction code “CASH”
2. CREDIT CARD/DEBIT CARD
a. Credit card payments must be posted using the designated transaction code per
card type:
ix. Mastercard
x. Visa Card
xi. American Express
xii. Diners Club
xiii. JCB Japan Credit Bureau
xiv. Discover Card
xv. China Union Pay
xvi. ATM/Debit Cards

g. Ensure all charge slips and guest check are properly signed by the
cardholder/guest.
h. Indicate the complete details required by the system (card number and approval
code)
i. At the end of the shift, cashier print detailed report before settling the credit card
terminal assigned to him/her.
j. Cashier shall reconcile charges as per detailed report versus posted credit card
payments.
3. DIRECT BANK DEPOSIT
a. This payment is made through direct bank deposit. It may be in the form of cash,
check or telegraphic transfer.
b. Received payment for outlet reservations shall be posted under Non-Guest
account by credit section. Folio must be named properly (event name and date).
c. Charges for paid reservation shall be room charged to proper non-guest folio
where the deposit was posted.
4. ROOM CHARGE
a. These are the charges consumed by registered/in-house guest.
b. Only those guests with incidental deposit are allowed to have room charge.

5. COMPLIMENTARY
a. Refer to Officer’s check and Entertainment Charges policies.
 6. PAID GIFT CERTIFICATE
a. Refer to Paid Gift Certificate policy.
7. EMPLOYEE LEDGER
b. Refer to Employee Ledger policy.

CLOSE DAY – POS

OBJECTIJVES:
This policy is being issued to establish proper guidelines to ensure that revenue from Laundry and
F&B outlets are accurately recognized.

STANDARD or SCOPE
End of day / close day function of all POS machines must be performed before the Night Manager
runs the end of day process for Hotel module. Night Manager shall ensure that all POS machines are
closed for the day before performing the night audit run.

PROCEDURE
1. Outlet cashiers must perform close shift first before proceeding to close day function of
POS machine.

NOTE: Close shift is far different from close day. Close shift is the process that cashiers
will perform after every shift. While Close Day is the process to be done at the end of day
or end of the last shift.

2. For 24-hours operation like Room Service and Laundry, close day shall be performed at
1:00AM, before the Night Manager runs the night audit for Hotel. If Hotel module and
POS module are not at the same date, POS will not be able to perform room charge
transaction. Also, if outlet cashier failed to perform the end of the day process, revenue
of the said outlet will not be recognized; by the system.
3. If there are issues and/or problems encountered in the system, cashier shall immediately
report it to the Duty Manager and Team. If problem cannot be resolved, the Duty
Manager shall call the 24/7 hotline of IFCA’s support team (0917-8333264). Incident
shall be noted in the MOD log with complete details.

COMPLIMENTARY GIFT CERTICATES

D. OBJECTIVES:

This policy is being issued to establish control intended primarily to prevent abuse and implement monitoring.

E. STANDARD or SCOPE:

All COMP GCs must be signed and approved by the General Manger. Expiry date is strictly followed.
Moreover, any revision shall be counter-signed by General Manager.

ISSUANCE
5. All pre-printed Gift Certificates will be ordered and kept by the General Cashier in the safe.

6. Executive Assistant to GM is the only person authorized to request Complimentary Gift Certificate from
the General Cashier. EA will be issued an initial inventory of twenty (20) GCs. Moreover, request shall
be made thru request form when remaining inventory reaches ten (10) or below.

Number of GCs to be requested = 20 less remaining inventory

7. All Complimentary GC request shall be coursed through the EA using a Gift Certificate Request form.
All complimentary GCs must be approved and signed by the General Manager.

8. Gift Certificate are serially numbered, recorded and maintained by the EA with complete details such
as issued to, date and other relevant information. A monthly summary report (excel or physical) of all
complimentary GCs will be submitted to Audit. It is advisable that EA will have his/her own procedure
when it comes to the issuance of GC to the requestor to properly document receipt of the GC.

9. Gift Certificates are valid only up to date stated. Furthermore, GM, evidenced by a counter signature
beside the revision, shall be the authorized person to approve any extension.

10. All cancelled gift certificates shall be forwarded to Audit for monitoring.

REDEMPTION - Food and Beverage

1. Cashier shall first check the approval and validity of the actual GC presented. Photocopy or scanned
copy of the GC not be accepted.

2. F&B charges that are in the line with the GCs entitlement shall be settled as “COMP” and use GC as a
reason in the POS. GC number/code must be indicated as well. Charges in excess of the entitlement
shall be settled by either cash or credit card.

3. Cashier shall stamp “REDEEMED” at the face of the GC upon settlement, indicating as well the date,
name of the cashier accepted the GC and guest check number which it was used.

4. Used gift certificates shall be attached to the duplicate guest check and will be included in the
Cashier’s Closure Report file drop.

REDEMPTION - Rooms

1. For complimentary GCs, prior reservation shall be made with the reservation team at least 3 days
before the booking.

2. Scanned copy of the GC shall be sent to reservations before booking can be confirmed.

3. No revenue shall be recognized for complimentary GC bookings and shall be classified as

complimentary room with zero (0) rate.

4. Bearer of the complimentary GC shall present the actual/physical gift certificate to Front Desk check-
in, Photocopy or scanned copy of the GC shall not be accepted.

5. FO will attach the GC to the pertinent document like registration card upon check-out which will be
included in the daily Cashier’s Closure Report file drop
DEPOSIT REQUIREMENTS FOR ROOM
OBJECTIJVES:
This policy is being issued to ensure room and incidental charges of all in-house guests were covered
by a deposit.

STANDARD or SCOPE
1. All checking in guest are required to pay a corresponding deposit in form of cash or card
verification (CardVer/Authorization) unless otherwise pre-arranged billing and/or waived-
deposit arrangement was approved.
2. Deposit amount is equivalent to the room rate multiplied by room night plus Php2,000.00
per room night for the incidental charges.

PROCEDURE
4. Upon check-in, FO cashier will ask the guest for the said deposit either cash or credit
card. If guest prefers to settle thru credit card as deposit , Card Verification / Card
Authorization must be obtained.
NOTE: If total calculated amount exceeds eighty thousand pesos (Php80,000.00), the
maximum amount to be secured as CardVer is eighty pesos (Php80,000.00) only. Unless,
otherwise initiated by the guest the total amount to be secured upon check-in.

5. Guest staying for (7) seven days and up are considered as Long Staying Guest (LSG)
Charging for LSG will be done on a weekly basis or as per written and signed agreement
with client. Policy of High Balance monitoring must be considered as well.

EMPLOYEES F&B DISCOUNT

OBJECTIVES:
This policy is being issued to establish proper guidelines on F&B discounts granted to Savoy Hotel
Manila and Global One (Excom)

STANDARD or SCOPE:
Credit Card is valid and acceptable payment made for all hotel charges. Credit Card payment must
be settled accordingly – routed to its specific account per card type. Proper CC validation must be
followed (refer to CC validation policy).

PROCEDURE:
1. Upon check-out, Front Office Cashier shall confirm with the guest if the presented credit card
during check-in will be used for settlement. Guest folios must be presented to the guest for
review. Guest should sign the folios to indicate the confirmation to the charge. FO cashier to
double check the card and the CardVer amount.
 a. If the card verification amount is not sufficient to cover all the hotel bills, Front Office
Cashier must process the “Offline” equivalent to the CardVer initially secured. Any
excess must be process as “Sale” which will be swiped directly. The cardholder’s
copy must be given to the guest well as a copy of the settled folio.
2. If the guest opted to pay in cash, Front Office Cashier shall call the merchant service to
cancel the CardVer obtained. Settle the folio using “Cash Payment” (refers to Cash
Transaction Policy).
3. But if guest wants to settle using other credit card, swipe the card directly as “Sale” and let
the guest(s) sign the charge slip. After processing of payment, FO Cashier will call the
merchant service to cancel the CardVer obtained.
4. In case the guest has dispute regarding his/her bill and the credit card voucher has already
been signed, FO Cashier must adjust the charging thru credit card terminal and a new
imprint of credit card charge slip must be presented to the guest for signature indicating the
correct amount.

NOTE: Adjustment and voiding of credit card charges - such as tip, correction, etc. can still be
done as long as the terminal is not yet settled.

5. If another person assumes hotel bills of a certain guest through credit card, front desk must
compute for the estimated hotel bills for entire stay and must obtained a card verification
through the EDC. Printed CardVer Slip must be signed by the cardholder and will be attached
to the registration card of the guest(s) being settled. After check-out, a copy of the bill and
credit card slip will be forwarded to the cardholder thru email or they may pick it up at the
Front Desk.
6. Additional card verification approval must be obtained by Front Office Cashier once the guest
decided to extend his/her stay. Credit Department also monitors to the credit card approval
which appears in the High Balance Report (refer to High Balance Report policy).
7. Alterations on the final amount indicated in the credit card voucher is not allowed. Any
changes or revisions in the final amount must be supported by a new set of credit card slip
duly signed by the guest.
8. All late charges which will be added to the credit card upon check-out must be forwarded to
Accounts Receivable (AR). The reason for the late charge must be documented immediately.
FO Cashier must ensure that additional charges to be settled to guest’s credit card were duly
acknowledge by the cardholder/guest – thru email or screenshot of text conversation.
9. Request for Third Party Approval as mode of settlement must be forwarded to the Credit
Department (refer to TPA policy).
10. All credit card billing complaints must be endorsed to the Credit Section for proper handling.

ENTERTAINMENT CHARGES
F. OBJECTIVES:

This policy is being issued to implement clear guidelines pertaining to Entertainment Charges.

G. STANDARD or SCOPE:
 All entertainment charges incurred should be approved prior to the date entertainment evidenced by the
duly accomplished and approved Entertainment Form.

H. PROCEDURE:

11. Entertaining staff shall present the duly accomplished ENT form to the outlet cashier approved by the
Department Head concerned and by the General Manager upon arrival to the outlet or prior consumption.
In cases where prior approval is reasonably impossible due to time extremities, ENT form signed by the
entertaining staff maybe presented to the outlet cashier provided that He/She warrant approval for His/Her
Department Head. Furthermore, duly approved ENT form should be forwarded to Income Audit section
within a reasonable amount of time. Whereas was not able to seek subsequent approval of the ENT, He/She
will be accountable of the incurred entertainment charges.

12. The F&B Outlet Cashier shall print and issue the open guest check to the staff responsible for incurring the
entertainment charges.

13. The entertaining staff should ensure that the following information must be written clearly on the face of
the guest check:

a. The word “ENT”, name and signature of the staff;

b. The name of the company;

14. The F&B Cashier should settle the guest check as complimentary and choose “ENT” as a reason. Cashier
should also input the name of the entertaining staff. No check will remain unsettled at the end of every
shift.

15. If an employee fails to comply with the above procedures, the total charges incurred will automatically be
charged to the entertaining staff and will be required to pay in cash or credit card.

16. All ENT guest checks together with the approved ENT form should be forwarded to Income Audit Section as
part of Cashier Closure Report file drop.

FRONT DESK CREDIT CARD SETTLEMENT

OBJECTIVES:
This policy is being issued to ensure that all credit card settlement were properly validated, charged and
posted.

STANDARD or SCOPE:
Credit Card is valid and acceptable payment made for all hotel charges. Credit Card payment must be settled
accordingly – routed to its specific account per card type. Proper CC validation must be followed (refer to CC
validation policy).

PROCEDURE:
1. Upon check-out, Front Office Cashier shall confirm with the guest if the presented credit card during
check-in will be used for settlement. Guest folios must be presented to the guest for review. Guest should
sign the folios to indicate the confirmation to the charge. FO cashier to double check the card and the
CardVer amount.
b. If the card verification amount is not sufficient to cover all the hotel bills, Front Office Cashier
must process the “Offline” equivalent to the CardVer initially secured. Any excess must be
 process as “Sale” which will be swiped directly . The cardholder’s copy must be given to the
guest well as a copy of the settled folio.
3. If the guest opted to pay in cash, Front Office Cashier shall call the merchant service to cancel the
CardVer obtained. Settle the folio using “Cash Payment” (refers to Cash Transaction Policy).
4. But if guest wants to settle using other credit card, swipe the card directly as “Sale” and let the
guest(s) sign the charge slip. After processing of payment, FO Cashier will call the merchant service to
cancel the CardVer obtained.
5. Incase the guest has dispute regarding his/her bill and the credit card voucher has already been
signed, FO Cashier must adjust the charging thru credit card terminal and a new imprint of credit card
charge slip must be presented to the guest for signature indicating the correct amount.

NOTE: Adjustment and voiding of credit card charges - such as tip, correction, etc. can still be done as
long as the terminal is not yet settled.

6. If another person assumes hotel bills of a certain guest through credit card, front desk must compute
for the estimated hotel bills for entire stay and must obtained a card verification through the EDC.
Printed CardVer Slip must be signed by the cardholder and will be attached to the registration card of
the guest(s) being settled. After check-out, a copy of the bill and credit card slip will be forwarded to
the cardholder thru email or they may pick it up at the Front Desk.
7. Additional card verification approval must be obtained by Front Office Cashier once the guest decided
to extend his/her stay. Credit Department also monitors to the credit card approval which appears in
the High Balance Report (refer to High Balance Report policy).
8. Alterations on the final amount indicated in the credit card voucher is not allowed. Any changes or
revisions in the final amount must be supported by a new set of credit card slip duly signed by the
guest.
9. All late charges which will be added to the credit card upon check-out must be forwarded to Accounts
Receivable (AR). The reason for the late charge must be documented immediately. FO Cashier must
ensure that additional charges to be settled to guest’s credit card were duly acknowledge by the
cardholder/guest – thru email or screenshot of text conversation.
10. Request for Third Party Approval as mode of settlement must be forwarded to the Credit Department
(refer to TPA policy).
11. All credit card billing complaints must be endorsed to the Credit Section for proper handling.

HOUSE LIMIT FOR IN-HOUSE GUESTS

OBJECTIJVES:
This policy is being issued to ensure that hotel is protected against the risk of revenue loss due to uncollected
charges from guests without incidental deposit.

STANDARD or SCOPE
Room Charge privileges shall be granted only to those guests with incidental deposit. All checking in guests,
including group booking, will be required of the incidental deposit amounting to (Php2,000.00) Two Thousand
Pesos per night either thru cash of CardVer. Waving of deposit shall automatically put the guest on cash basis.
Furthermore, room charging will be disabled and guest must settle the incurred charges on the outlet either
thru cash or credit card.
PROCEDURE
1. Upon collection of the incidental deposit, FOA shall update the credit limit of the depositing guest.
Follow up must be created for reservations with meal allowance covered by an approved LOA to
serve as reference for other cashiers.
2. For group accounts with waived deposit, all guests from the said group shall be put on cash basis
unless the company will guarantee to settle ALL charges to be incurred by their guests’ evidence
by a duly signed LOA and/or PO.
3. Guest on cash basis should be tagged with (0) zero house limit. F&B and Laundry cashiers, shall
verify first the arrangement with FO before posting any charges to group folio.
4. Uncollected charges resulting from non-compliance of this policy will be charged to the staff
responsible after due process and investigation.

MANUAL POSTING OF CHARGES

OBJECTIVES:

This policy is being issued to avoid or lessen the disputes of charges which are manually posted in the system.

STANDARD or SCOPE:

All charges which are classified as other income that are manually posted in the system should be properly
documented using a Miscellaneous Charge Voucher (MCV) and acknowledge/signed by the registered or
consuming guests.

The following charges are covered by this policy.

 Guests Telephone Call (located at Duty Manager’s Desk)

 Extra Guest Amenities/Supplies (Linens, bottled water, slippers)
 Business Center Transactions
 Other Charges such as Damaged/Broken Items, smoking fee, etc.
 Fitness Center Amenities (assorted drinks etc.)
PROCEDURE:

TELEPHONE CALL

1. In the event that guest directly proceed to the Front Desk for outgoing calls, the service
phone located at the Duty Manager’s desk must be used.
2. FO Agent or Cashier assisting the guest making the phone call is the one responsible in
preparing the MCV and posting the call charges.
3. A non-guest folio will be created monthly. Both charges and payment must be posted herein
unless otherwise guest requested to charge it to his/her room.
4. After guest finishes his/her phone call, the Front Office Agent or Cashier who assist the guest
shall prepare the MCV. The following details must be present:

a. Guest’s Full Name

b. Company Name (If will be under Group Booking or with Banquet Event/Function)
c. Telephone number called
d. Duration of call (in minutes)
e. Room Number (for room charge)
f. Total amount due

5. After preparing the voucher, ask the guest to sign as proof of his/her acknowledgement.
6. Once signed, Cashier shall post the charges using the correct transaction code – whether
local calls, IDD or NDD. Indicate the MCV number in the reference portion.
 7. Guest may opt to settle the charges thru cash, credit card or room charge (for in-house
guest). Indicate the OR number in reference portion for payment posting.
8. For Room Charge, cashier must validate first the name of the guest who made the call if
he/she is a registered guest. Once validated, cashier may post the charges to the correct
folio for the said room. Proper transaction codes must be used – local calls, IDD or NDD.
9. Original signed voucher shall be forwarded to Front Desk and must be inserted on the jacket
of the room being charge.
10. Print the folio and attach all the MCV’s. Highlight the transaction posted for the day for audit’s
reference. This will be part of Cashier’s Closure Report file drop.

GUEST SUPPLIES/AMENITIES

1. For guest requesting for extra amenities/supplies, Room Attendant or Housekeeping

personnel assisting the request is responsible in preparing the Miscellaneous Charge
Voucher.
2. Upon receipt of request, Room Attendant or Housekeeping personnel shall prepare the
voucher. He/she shall properly inform the requesting guest about the rates for chargeable
amenities or supplies. The following details must be written:

a. Guest’s Full Name

b. Items being requested
c. Quantity per Items
d. Room Number
e. Total Amount Due

3. Upon delivering the requested supplies/amenities to guest’s room, Room Attendant or

Housekeeping Personnel must bring the voucher as well. He/she shall ask the registered
guest to sign the voucher as proof of acknowledgement.
4. Once signed, Housekeeping Personnel or Room Attendant must forward the signed voucher
to Front Desk for posting evidenced by a logbook.
5. Receiving Front Office Cashier will be the one to post the charges using the proper
transaction code such as linens, bottled water, slippers, etc. Indicate the MCV number in the
reference portion. Once posted, he/she shall insert the voucher to the jacket assigned for
the particular room.
6. Any posting without supporting voucher that is being disputed by the guest will be charged to
the cashier posted the transaction.

BUSINESS CENTER TRANSACTION

1. Business Center Agent or assigned Cashier is responsible in preparing the Miscellaneous

Charge Voucher for every transaction to be done on his/her post.
2. A non-guest folio will be created monthly. Both charges and payment must be posted herein
unless otherwise guest requested to charge it to his/her room.
3. While assisting the guest, Cashier will be preparing the MCV indicating the following details:

a. Guest Full Name

b. Company Name (If will be under Group Booking or with Banquet Event/Function)
c. Service Rendered (Printing or Scanning, etc.)
d. Number of pages
e. Room Number (for room charge)
f. Total Amount Due
 4. Cashier shall ask the guest to sign the voucher once service has been done as proof of
his/her acknowledgement on the said charges.
5. Once signed, Cashier shall post the charges using the correct transaction code. Indicate the
MCV number in the reference portion
6. Guest may opt to settle the charges thru cash, credit card or room charge (for in-house guest).
a. Room Charge – cashier must validate first the name of the guest who made the
requested the service if he/she is a registered guest. Once validated, cashier may
post the charges to the correct folio of the respective room. Proper transaction codes
must be used – printing or scanning.

OFFICERS CHECK
OBJECTIVES:

This policy is being issued to implement clear guidelines pertaining to Officer’s duty meal.

STANDARD or SCOPE:

1. All Officer’s (EXCOM MEMBERS, ASrM, HOD1, HOD2, HOD3) are entitled to Officers Meal at (name of
Cafe) Furthermore, officers are only allowed to take (1) one meal per day regardless of meal period.
Entitlement days vary depending on the level:

a. EXCOM Members - Everyday

b. Area Sr. Managers, HOD1, HOD2 - Every Tuesday & Thursday

c. HOD3 - Either Tuesday

or Thursday

2. Officers are allowed to take the buffet regardless of its selling price plus 1 round of
Soda/Cofee/Tea/juice. If the officer opts to order Ala Carte, maximum amount based on the selling
price should be Php 900.00 nett. Any excess must be settled. Officer is not allowed to order both
buffet (except for the allowable 1 round of beverage for buffet) and Ala Carte.

3. Alcoholic beverage is not allowed to be consumed as Officer’s Check.

4. For Officers on grave yard shift, they may take their OC from Room Service worth Php 900.00 nett (at
selling price).

5. Officers shall not be on official, Rest Day or Holiday Off on the day of the consumption.

6. Area General Manager and Executive Chef are the only officers allowed to take their officer’s check
meals anytime without limit provided that is for personal consumption and without alcoholic
beverages.

7. Officer’s check is solely for the entitled officer and cannot be transferred or enjoyed by any other
employee or third party. Take-out or take-away of food id strictly prohibited.

8. For clarity, complete list of Officer’s is saved in shared drive. This must be regular regularly updated
by HR.

PROCEDURE:

1. The F&B outlet cashier print and issue the presentation check to the officer availing his duty meal.
 2. The Officer should ensure that the following information must be written clearly on the face of the
guest check;

a. The word “OC” or “EM”

b. The name and signature of the officer;

3. The F&B Cashier should settle the guest check as complimentary and choose “Officer’s Check (OC)
as a reason. Cashier should also input the name of the availing Officer. No check will remain
unsettled at the end of every shift.
4. Any consumption of meals in excess of the meal privilege will be charged to the personal account
of the officer. Such charge has to be settled either in Cash or Credit Card at a full price and is non-
negotiable.

5. All OC guest check should be forwarded to Income Audit as part of Cashier Closure Report file drop.

OFFICIAL RECEIPT ISSUANCE

OBJECTIVES:

This policy is being issued to establish clear guidelines intended primarily on proper issuance of Official
Receipt.

STANDARD or SCOPE:

All payments collected in the form of cash, credit card sales and cleared checks should be covered by an
Official Receipt in accordance with ruling of BIR. Non-compliance will expose the Hotel to risk of being
audited by BIR which may translate to a hefty fine/penalty charges.

PROCEDURE:

FRONT OFFICE

1. Cashiers must issue an Official Receipt upon receipt of cash or credit card payments (except for Virtual
Cards from OTA bookings such as Expedia, Agoda, Hotelbeds, Rakuten, Trip etc.)
a. For check payment, only an acknowledgement receipt shall be given. Official Receipt will be
issued once check has been cleared.
b. OR for payments made thru direct bank deposit shall be issued by finance (LENNY COMMENT:
OR for payments thru direct bank deposit shall be issued by FO upon confirmation of deposit
by Gen. Cashier).

2. Cashier shall indicate in the OR the following details:

a. For personal account payment:

i. Name of the guest
ii. Date
iii. Amount in figure and in words
iv. Breakdown (e.g. vat amount, vatable sales, senior citizen etc.)
v. Corresponding payments for (e.g. room accomodations, F&B, banquet and event) –
full payment of deposit.

b. For company account payment:

i. Name of the company
ii. Date
iii. TIN
 iv. Address
v. Amount in figure and in words
vi. Business type (if available)
vii. Breakdown (e.g. vat amount, vatable sales, senior citizen etc.)
viii. Corresponding payments for (e.g. room accomodations, F&B, banquet and event) –
full payment of deposit.

3. The OR is distributed as follows:

a. White Copy – Client/Payor’s copy
b. Yellow Copy – Audits Copy
c. Pink Copy – BIR’s copy
White copy is to be given to the guest/payor. The yellow copy shall be attached to the cashier’s closure
report – both for FOAs and outlet cashier.

4. For Senior Citizen and PWD payments, SC ID or PWD ID must be presented. Aside from the above details,
following shall be indicated as well.
a. SC/PWD ID number and signature of the SC/PWD must be indicated in the portion
provided.
b. In the absence of SC ID, any government issued ID with birthdate will suffice.
Photocopyof which shall be attached to the yellow copy of OR and other documents like
settled folio – as part of cashier’s report drop.

5. All Invalid ORs are marked as “VOID” and are duly signed by the Duty Managers, indicating the reason
for the voiding.
a. White and Yellow copy of voided OR must be reattached to the pink copy.
6. For lost OR, a notarized Affidavit of Loss must be secured stating the receipt number. This must be
attached to the booklet upon returning it to the General Cashier for replenishment.

7. POS receipt (closed check) is considered as Official Receipt. But if guest requested for an OR, cashier
may issue such but POS receipt must be collected. It shall be attached to the yellow copy and submitted
along with the cashier’s closure report.

8. Always ensure that there will be “No double issuance” of Official Receipt.

PAID GIFT CERTIFICATES

OBJECTIVES:
This policy is being issued to establish control intended primarily to monitor and usage of paid GCs.

STANDARD or SCOPE
All paid GCs must be signed and approved by the Duty Manager. No pre-approved GCs shall be issued. Rate of
Gift Certificates for room may vary depending on the rate provided by Sales Department.

PROCEDURE
ISSUANCE
1. All pre-printed Gift Certificates will be ordered and kept by General Cashier in the safe.
2. Sale of GC shall be centralized at the Front Desk. Duty Managers will be issued an initial
inventory of (10) GCs per rom type. Moreover, request shall be made thru a request form,
 when remaining inventory reaches (5) or below. Copy of monitoring sheet must be
attached.
3. GCs issued to DMs will be logged and monitored. DMs are accountable to their respective
GCs and shall make sure that they maintain a monitoring sheet detailing the date of
issue, name of FOA, name of guest, settlement type and GC particulars.
4. When requesting GCs from DMs, FOA or cashier shall provide the latter a proof of
payment before issuing the GC.
5. Upon validation of payment, Duty Manager shall issue the GC to the requesting employee
or cashier. Rate must be indicated on the lower right part of GC using the below code

W A Y T O P R I C E
1 2 3 4 5 6 7 8 9 0

Ex: Amount of GC is Php 3,456.47 CODE would be YTOP.TR

6. FOA or Cashier will post the sale in the system using the transaction code “Gift
Certificates Sales”. GC number(s) must be indicated in the remarks portion for audit
purposes. Regular payment and settlement procedure shall apply.
7. Duty Manager shall submit the GC monitoring sheet monthly to Income Audit.
8. Summary of paid gift certificate will be created and saved in the common drive. File will
be updated by Audit based on the actual posting and issuance. FO Reservation and F&B
will be given a viewing access for reference when validating GC payments.

REDEMPTION – Food and Beverage

1. Cashier shall first check the validity of actual GC presented. Photocopy or scanned copy
of the GC shall not be accepted.
2. Cashier shall settle the charges using the “Paid Gift Certificate” button. GC number/code
must be indicated as reference. No refund or change will be entertained for portions not
utilized or consumed.
3. Monetary GC is not redeemable for cash. Any charges in excess of the amount of GC will
be settled by the guest in cash or credit card.
4. Cashier shall stamp “REDEEMED” at the face of the GC upon settlement. Indicating the
date, name of the cashier accepted the GC and guest check number which it was used.
5. Used gift certificates shall be attached to the duplicate/closed guest check and will be
included in the daily file drop or cashier’s closure report.

REDEMPTION – ROOMS

1. Upon Reservation, reservation agent shall request a copy of gift certificate to be used.
He/she shall validate the details of GC from the monitoring sheet saved in common drive.
2. Once validated, reservation agent will proceed on the reservation process. He/she must
indicate in the billing instruction portion the GC number and that the guest is utilizing
paid GC for the room charges. A follow up maybe created for additional notes.
3. The room rate shall run at the value based on the code indicated on the paid GC.
4. Upon check-in, guest will present the actual paid gift certificate. FOA shall first check the
validity / authentically of the actual GC presented. Once validated, FO Agent / Cashier
shall proceed to the actual check-in process and attach the GC to the registration card.
5. Photocopy or scanned copy of GC shall NOT be accepted.
 6. Upon check-out FO agent or Cashier shall settle the room charges by posting a negative
amount using the transaction code “GIFT CERTIFICATE REDEMPTION” equivalent to the
rate indicated in its code.
7. FO Cashier shall stamp “REDEEMED” at the face of the GC indicating the date,
confirmation number and name of the cashier accepted the GC.
8. FO will attach the GC to the pertinent document like registration card and settled folio
upon check-out which will be included in the daily file drop.
9. Any incidental charges consumed by the guest must be settled accordingly.

PAID OUT TRANSACTIONS

OBJECTIJVES:
This policy is being issued to establish control intended primarily to monitor all paid outs made in the system.

STANDARD or SCOPE
All paid outs MUST be acknowledged and sign by the guest and approved by the Duty Managers. Only
registered guest may claim his/her unutilized deposit.

PROCEDURE
6. No credit card encashment shall be extended to the guest.
7. Upon Check-out, the registered guest may sign and acknowledge the receipt of the excess or
unutilized deposit evidenced by his signature which should match his/her signature on the registration
card.
8. After doing the paid-out transaction in the system, cashier shall print the folio and let the guest sign
beside the paid out amount for acknowledgement.
9. In cases where registered guest is capable of doing so, he/she should provide duly signed
authorization letter – signature should match in the registered guest’s signature on the registration
card. The authorized person shall present his/her valid original ID aside from the duly signed
authorization letter.
10. The same shall be signed by the cashier and approved by the Duty Manager.
11. For paid out transactions to be considered as valid, following documents are needed:

a. Registered guest ids the claimant of the excess/unutilized deposit:

i. Photocopy of ID of the guest who claimed the deposit
ii. Deposit Receipt
iii. Photocopy of the Registration Card
iv. Signed guest folio (signature of the guest beside the paid-out amount)
v. Signed authorization letter

12. If requirements are not met, NO paid-out transaction shall be facilitated.

13. The cashier shall make sure that all paid out transaction for the day shall be supported by documents.
14. Cashier shall print summary of all his/her shift and attached the individual paid-out documents at the
end of his/her shift and attached the individual paid-out documents. This will be part of the Cashier
Closure Report file drop.

PWD TRANSACTIONS
OBJECTIJVES:
This policy is being issued to establish clear guidelines regarding the PWD Person with Disability privileges.
STANDARD or SCOPE
Before discount can be given, PWD must be registered and dining guest and PWD ID must presented. Special
or discounted rates cannot be furthermore discounted.

PROCEDURE
ROOM ACCOMODATION
1. PWD must be registered guest.
2. Discount of 20% can only be granted if room rate availed is published rate.
3. PWD shall present the PWD-IDC to avail the privilege.
4. After presentation of Valid ID, the front office agent shall do a negative posting using the
transaction “PWD Discount”
5. Amount to be posted shall be computed as below:
Amount of Discount = Accomodation Nett x ____
6. The discount is considered as a rebate. Moreover, folio shall be printed and must be
approved by the Duty Manager
7. For promotional rates, only the VAT-exemption shall be granted. FOA shall do negative
posting using the transaction code “PWD VAT Rebate”.
8. PWD-IDC number must be written in the Official Receipt to be issued. Guest shall also be
sign pin the portion provided. (refer to Official Receipt Issuance policy)
9. Unlike Sr. Citizen ID, PWD-IDC does not have any substitute. Discount cannot be given. If
no identification card presented.

FOOD& BEVERAGE (OUTLETS)

1. PWD must be the dining guest. Only the items consumed by the PWD guest are subject to
20% discount and VAT exemption.
2. After presenting the PWSD-IDC, F&B cashier shall punch the 20% discount. After which,
cashier shall do the VAT-exemption.
3. Cashier must indicate in the presentation check the name of the dining PWD guest and
his/her ID number to be signed by the guest.
4. Unlike Sr. Citizen ID, PWD-IDC does not have any sub-IDC does not have any substitute.
Discount cannot be given. If no identification card presented.

Any violation on this policy shall be dealt with accordingly.

REFERENCE:

REPUBLIC ACT NO.9442 – also known as “Magna Carta for Disabled Persons”
SECTION 1. A new chapter, to be denominated as “Chapter 8 Other privileges and Incentives” in hereby
Added to Title Two of Republic Act No. 7277, otherwise known as the “Magna Carta for Disabled Persons”, with
new Sections 32 and 33 to read as follows:

CHAPTER 8. Other Privileges and Incentives

SEC. 32 Persons with disability shall be entitled to the following:

(a.) At least twenty percent (20%) discount from all establishment relative to the utilization of all
services in hotels and similar lodging establishments; restaurant s and recreation centers for the
exclusive use of enjoyment of persons with disability.
The abovementioned privileges are available only to persons with disability who are Filipino citizens upon
submission of any of the following as proof of his/her entitlement thereto:

(a.) An Identification card issued by the city or municipal mayor the barangay captain of the place
where the persons with disability resides;
(b.) The passport of the persons with disability concerned ; or
(c.) Transportation discount fare Identification Card (ID) issued by the National Council for the Welfare
of Disabled Persons (NCWDP).

The privileges may not be claimed if the persons with disability claim a higher discount as may
Be granted by the commercial establishment and/or under other existing laws or in combination with other
discount program/s.

REBATE TRANSACTIONS
OBJECTIVES:
This policy is being issued to establish the control intended primarily to monitor all rebates made in the system.

STANDARD or SCOPE:
All rebates MUST be reasonable and shall be supported by necessary documents and approved by the Duty
Manager.

PROCEDURE:
1. All rebates due to guest complaints/disputes, errors or others shall be applied to the guest folio.
2. FO personnel shall use the appropriate transaction code in the system. Further, the reason for rebate
must be indicated beside the amount being rebated. Necessary documents shall be attached to justify
the rebate.
3. Rebate folio must be printed out and approved by Duty Manager by affixing his/her signature.
Unsigned rebate folio will be treated as unauthorized adjustment and will be subject to audit findings.
4. FO personnel shall print the summary of his/her rebate transaction and make sure all rebates are
approved and complete. Report will be part of the cashier’s report drop.
5. Approval of the DM does not automatically warrant the rebate. Income audit section will verify the
reasonableness of the rebate transactions. Moreover, final approval will come from the Financial
Controller and General Manager.
REVERSAL TRANSACTIONS
OBJECTIJVES:
This policy is being issued to establish control intended primarily to monitor all reversal transactions made in
the system.

STANDARD or SCOPE
All reversals MUST be reasonable and approved by the Duty Manager with complete documentation.

PROCEDURE
1. Upon reversal, FO personnel shall input the complete reason in the system. He/she shall copy (print
screen) and print. Printed copy shall be signed by the cashier posting the reversal and serve as an
attachment in reversal report.
2. Reversal must be approved by DM evidenced by his/her signature on the printed copy of support (print
screen)
3. Print summary of reversal transaction and make sure necessary documents to support the reversal
were attached.
4. Summary shall be approved by the Duty Manager.
5. Approval of DM does not automatically warrant the reversal. Income Audit verify the reasonableness of
the reversed transactions. Moreover, final approval will come from :

a. Room Revenue – Financial Controller and General Manager.

b. F&B Revenue – Financial Controller and General Manager

SENIOR CITIZEN TRANSACTIONS

OBJECTIVES:
This policy is being issued to establish clear guidelines regarding the Senior Citizen privileges.

STANDARD or SCOPE:
Before discount can be given, Senior Citizen must be registered and dining guest and OSCA ID must be
presented special or discounted rates cannot be furthermore discounted (refer to RA No. 9994 Sec 4)

PROCEDURE:
ROOM ACCOMODATION
1. Senior Citizen must be the registered guest.
2. Discount of 20% can only be granted if room rate availed is published rate.
3. Senior Citizen shall present the OSCA ID to avail the privilege. In the absence of OSCA ID, any
government issued ID bearing his/her birthdate may suffice.
4. After presentation of Valid ID, the front office agent shall do a negative posting using the
transaction “Senior Citizen Discount”.
5. Amount to be posted shall be computed as below:
Amount of Discount = Accommodation Nett x _______
6. The discount is considered as a rebate. Moreover, folio shall be printed and must be approved by
the Duty Manager (refer to rebate policy)
 7. The promotional rates, only the VAT-exemption shall be granted. FOA shall do negative posting
using the transaction code “Senior Citizen VAT Rebate”.
8. Senior Citizen ID number must be written in the Official Receipt to be issued. SC shall also sign in
portion provided. In cases where ID presented is not an OSCA ID, FOA shall photocopy the ID
presented and must be attached to the audit’s OR copy. (refer to OR issuance policy)

FOOD AND BEVERAGE (OUTLETS)

1. Senior Citizen must be in the dining guest only the items consumed by the Senior Citizen are
subject to 20% discount and VAT exemption.
2. After presenting the OSCA ID, F&B cashier shall punch the discount. After the discount, cashier
shall now do the punching of VAT- exemption.
3. Cashier must indicate in the presentation check the name of the dining SC guest and his/her SC
ID number to be signed by the guest.
4. In the absence of OSCA ID, any government issued ID will suffice. Photocopy of said ID must be
attached to the audit’s copy of check as part of the file drop.

Any violation on this policy shall be dealt with accordingly.

REFERENCES:

REPUBLIC ACT NO. 9994 – also known as “Expanded Senior Citizen Act of 2010”.

Eligibility of Senior Citizen privilege:

a. Must be a Filipino Citizen who is a resident of the Philippines
b. Must be 60yrs old and above
c. May apply to senior citizens with dual citizenship provided that they prove their Filipino
citizenship and have at least six months residency in the Philippines

Section 4 of Republic Act No. 7432, as amended by Republic Act No. 9257, otherwise known as the
“Expanded Senior Citizens Act of 2003”, is hereby further amended to read as follows.

“SEC. 4. Privileges for the senior citizens”

The senior citizens shall be entitled to the following:
a) The grant of twenty percent (20%) discount and exemption from the value-added tax (VAT) if
applicable, on the sale of the following goods and services from all establishments, for the
exclusive use and enjoyment or availment of the senior citizen.
b) On the utilization of services in hotels and similar lodging establishments, restaurants, and
recreation centers;
“In the purchase of goods and services which are on promotional discount, the senior citizen
can avail of the promotional discount or the discount provided herein, whichever is higher
UNCLAIMED GUESTS DEPOSIT
OBJECTIJVES:
This policy is being issued to establish control intended primarily to monitor all unclaimed guest deposits.

STANDARD or SCOPE
All unclaimed guest deposits must be closed using the appropriate transaction code. Recognition and all
disbursement shall be guided by the procedures below.

PROCEDURE
INDIVIDUAL
 Recognition
a. If the guest did not pass by the front desk to claim his/her excess deposit, FO shall post an
amount equivalent to the utilized deposits to guest folio using the transaction code “Excess
Deposit”
b. FO shall put the name of the guest on the reference/remarks field.

 Disbursement
1. Before making any disbursement of the excess deposit. FO shall check first the schedule which
will be saved in common drive and verify if the guest has excess deposit. FO shall input necessary
remarks in the file to prevent confusion among team members.
2. If the excess deposit is valid, FO shall create a non-guest folio and post negative amount
equivalent to the utilized deposit. Normal procedure of paid-out shall be followed (Refer to Paid-
Out policy)
3. Guest may opt to use the excess deposit for his/her future booking provided that the registered
guest is the same person as the guest who has excess deposit with the hotel. Follow must be
created in the new reservation where excess payment will be applied as the front desk’s
reference.

CORPORATE
 Recognition
1. FO shall notify the credit section with regards to the excess payments of corporate accounts.
2. Credit will do the necessary verification with Sales and Audit before proceeding with the excess
deposit recognition.

 Disbursement
1. Before making any disbursement of the excess deposit. Authorized signatory of the corporate
client shall draft a letter requesting the refund of the excess payment detailing the amount and
specific reservation or event together with the BIR 2303 (BIR Registration) of the company.
2. If the refund is valid, the disbursement shall be processed thru check payment. Moreover, check
must be payable to the company and not to be authorized signatory.
3. If the company opts to use the excess deposit as payment for their future reservation, a letter of
request detailing the boking event where excess originated, amount of the excess and the
intended date of future reservation/event where it will be applied signed by the authorized
signatory shall be submitted to the credit section.
4. Before proceeding with the application, credit section shall notify audit section
5. Follow must be created in the new reservation where excess payment will be applied as front
desk’s reference.
VOID TRANSACTIONS
OBJECTIVES:

This policy is being issued to implement clear guidelines pertaining to F&B void transactions.

STANDARD or SCOPE:

All Void transactions should be properly traced and approved.

PROCEDURE:

1. Before voiding an order, guest check containing the void item(s) should first be printed cashier should
write the word ‘VOID” on the guest check.
2. After voiding an order, reason for such shall be properly written on the void form.
3. Outlet Manager or F&B Manager will review and approve the void form by affixing his/her signature. In
cases where the outlet manager or F&B Manager is unavailable, the Duty Manager can authorize the
voiding procedure.
4. Cashier should attach the approved void form with the printed copy of guest check with voided item(s).
Both document shall be forwarded to audit as per of His/Her Cashier Closure Report file drop.
5. Failure to submit approved void form shall mean the void items are not authorized and that the cashier
who facilitated the voiding process will be accountable and answerable.

CASH TRANSACTIONS AND REMITTANCE

I. OBJECTIVES:

This policy is being issued to establish control intended primarily to provide a ready reference to minimize
potential revenue loss mishandling of cash.

J. STANDARD or SCOPE:

FRONT OFFICE

1. Cashier should post all cash transactions and settle it appropriately to cash.
2. At the end of the shift, cashier must remit all cash received includes foreign currency. Cashier will
print the Cashier Closure Report from IFCA. Remittance should tally the cash amount reflected on
cashier report.
3. The drop must be performed using a remittance envelop and have the cashier report generated
from the IFCA attached. Remittance envelop should be completed in full.

In performing the deposit at the drop safe:

4. The information on the “Daily Cash Drop Sheet” or logbook which is placed on the top of the
drop-safe is to be completed accurately and in full. The “Daily Cash Drop Sheet” will have the
date and hour which the envelop was dropped, name of the and name of the witness.
5. The depositing of envelops WITHOUT a witness would be considered a serious violation of this
procedure.
6. The cashier is requested to open the drop window again after depositing the “Remittance of
Funds” envelope to ensure that the envelope dropped into the drop-safe and not caught in a
place where it can be retrieved easily.
7. DO NOT tamper with the “Daily Cash Drop Sheet” or make any unnecessary alternations.
8. The “Daily Cash Drop Sheet” is dated. Cashier must use a new form if he/she is making a drop
for the next day. New date must be filled in.
9. The “Daily Cash Drop Sheet” will collected on each working day by the General Cashier in the
presence of a witness – Security Personnel.

IMPORTANT NOTE: The witness is only there to witness that the “Remittance of Funds” envelope
being deposited into the safe. The witness DOES NOT witness the amount that is being deposited.
The staff depositing in cash is fully responsible and accountable for the accuracy of the funds
deposited.

F&B OUTLET / LAUNDRY

1. Cashier should post all transactions and settle it appropriately to cash.

2. At the end of the shift, cashier must remit all cash received. Cashier will print the cashier report
totals from POS terminal. Remittance should tally the cash amount reflected on cashier report.
3. The drop must be performed using a remittance envelope and have the cashier report generated
from the system attached. Remittance envelope should be completed in full. Aside from the
signature of the cashier on the remittance envelope. F&B Team Leader of Manager on duty must
validate and sign the remittance envelope. Absence of the signature of F&B Manager on duty will
be considered a serious violation of the procedure.
4. After the end of every shift, cashier MUST endorse the complete cash float to the next cashier on
duty evidenced by a document (logbook). The document MUST be validated and signed by F&B
Manager on duty. Absence of the signature of F&B Manager on duty will be considered a serious
violation of the procedure.

In performing the deposit at the drop-safe:

5. The information on the “Daily Cash Drop Sheet” or logbook which is placed on the top of the
drop-safe is to be completed accurately and in full. The “Daily Cash Drop Sheet” will have the
date and hour which the envelop was dropped, name of the cashier and name of the witness.
6. The depositing of envelopes WITHOUT a witness would be considered a serious violation of this
procedure.
7. The cashier is requested to open the drop window again after depositing the “Remittance of
Funds” envelope to ensure that the envelop dropped into the drop-safe and not caught in a place
where it can be retrieved easily.
8. DO NOT tamper with the “Daily Cash Drop Sheet” or make any unnecessary alterations.
9. The “Daily Cash Drop Sheet” is dated. Cashier must use a new form he/she is making a drop for
the next day. New date must be filled in.
10. The “Daily Cash Drop Sheet” will collected on each working day by the General Cashier in the
presence of a witness – Security Personnel.
IMPORTANT NOTICE: The witness is only there to witness that the “Remittance of Funds” envelope is
being deposited into the safe. The witness DOES NOT witness the amount that is being deposited. The
staff depositing the cash is fully responsible and accountable for the accuracy of the funds deposited.

CREATION OF NON – GUEST FOLIO

A. OBJECTIVES:
This policy is being issued to establish control intended primarily to monitor nature of Non- Guest
account.

B. STANDARD or SCOPE:
All non-guest folios created must be authorized by AFOM and duly noted by the Audit section and
Department Head of employee requesting the creation of non-guest folio evidenced by a signed
form.

C. PROCEDURE:
1. Non-guest account is normally created due to unpaid balances or uncovered charges
consumed by guests mainly because:
a. Guest did not pass by to check out
b. Cashiers discover charges for guest already checked out such as minibar or
incorrect posting of room charge.
c. Uncovered/Unauthorized charges
d. Due to Skipper
2. Cashier (FO or F&B) must contact the guest first and inform him/her about the unsettled
charges.
3. Non-Guest Request Form shall be accomplished by the concerned employee/Sales
Manager handling the account. FOM or DM shall create the non-guest folio upon receipt
of duly approved form attaching all documents related.
4. It is the FOM/DM’s responsibility to monitor and follow up the settlement of the said
account from Sales Manager or employee requested the creation of non-guest folio.
5. Any unsettled charges after (7) seven days shall be treated in accordingly. (refer to PM/PX
Non-Guest report).