Learned from Duty Manager

When a guest just arrived at hotel by taxi, his credit card could not be accepted to pay for taxi fare for some reason. We suggested that we paid for it instead and taxi fare was charged additionally to his room charge. It was kindly accepted by a guest, and a guest requested to have a receipt of taxi fare. I asked a front clerk to give the receipt to a guest after checking in, but a front clerk unfortunately said we only could give a copy of receipt because we have to hand in original receipt to the financial department since we actually paid for his taxi fare. A guest still requested the original, and it was a uncomfortable situation for a front clerk.

Duty manager kindly and quickly advised a front clerk to give the original receipt to a guest and make a copy for our internal procedure as long as a guest requested. I learned form duty manager that we should be flexible for customers.