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א ٢٤٧ אא אא J٢ אא
אאאא Introduction to Front office Operation
אאא
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אאWFunctions אאאא
אא،W ١ J אK ٢ J אאK ٣ J אK ٤ J אK ٥ J אK ٦ J אאFא،א،אאE
مدير المكاتب األمامية
الهاتف الصراف لزي الموحدلا الحجز االستعالمات
نائب مدير األماميةالمكاتب
االستقبال
א ٢٤٧ אא אא J٢ אא
אReservation אאאאאא
א א Kאא א א א אא א K אא
אאאאאאאאאאK
א אא Wאא א–א–אאא–אאאאK
אReception
אאאאאאא،אאאא
אאאא אא א ، אא אאאK
אאאאאאאא אא א א א א
אK א א א א א א
K
אConcierge אאאאאאאK
א א א W א ، א א אא א א א– א אא א– א
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א ٢٤٧ אא אא J٢ אא
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אאאW
אאאK אאאאאK אאK אאK אאאאאK אK אK אאאK אאאאאאאK אאK אאאאאK אאאא אאא א אא
אאK
א ٢٤٧ אא אא J٢ אא
אאW א א א א
אא א،אW ١ J אאאאאאK ٢ J אאאאK ٣ J אאאK ٤ J אאאאאאאאK ٥ J אאאאK ٦ J אאאK ٧ J אאאאאאK ٨ J אאאK ٩ J אאאאK
١٠ J אאאאאאK ١١ J אאאאK ١٢ J אאאK ١٣ J אאאK ١٤ J אאאאאK ١٥ J אאK ١٦ J אאאאאKK ١٧ J אאאאK ١٨ J אאאK
אאWFront Office Classification
אאW ١ Jא אW א א אא
אאאאW
א ٢٤٧ אא אא J٢ אא
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א א אא א א אW
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אאK
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א א א א א ،W
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א אא אאאאאא
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אWOccupancy אאאא،אW
J אאאK J אאK J אאאאאK J אאאK J אאK J אאאK J אאאאK J אK J אאאK
אWDeparture
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א ٢٤٧ אא אא J٢ אא
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אאW אאאא
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אאאKאאאאאאאאאאא א
אאאאK אאאאאאאאW
אK אK אאK אK אK K K אאK K אK
א ٢٤٧ אא אא J٢ אא
אWPrinciples of Good Service אאא،
אאאKW K אאK
K אאאאאK K אאאאK K א א א א
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אWBusiness Center Services
אאאאאאא،W
אK אאאK אK אK אאאK
אאאאאWfront Office Technology א א א א
אאא KאאאאאאW
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א ٢٤٧ אא אא J٢ אא
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א ٢٤٧ אא אא J٢ אא
א
אאאW אאאאW
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אאאאW ١ J א؟א ٢ J אאא؟אא
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א ٢٤٧ אא אא J٢ אא
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א ٢٤٧ אא אא J٢ א
אאאK אאK אאאאאאK
אאWPhone Functions
אאאאאאאKאאאW
١K אK ٢K אאK ٣K אK
אאאW
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٢ J W( Evening Shift )אאאא אאK
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א ٢٤٧ אא אא J٢ א
אSupervisors Responsibilities
١ J אאאאאK ٢ J אאאאאאאא
אאK ٣ J אאאאK ٤ J אאאאאאK ٥ J אאאאK ٦ J אאאאאאאא
אאK ٧ J אאאK
אאאאWThe Employees Duties & Responsibilities
٢K אאאאאאK ٣K אאאאאאאK ٤K אאאאK ٥K אאאאאאK ٦K אאאאאK ٧K אאאאאאK ٨K אאאאאאאK ٩K אאאK
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K
א ٢٤٧ אא אא J٢ א
١٥K אאK ١٦K אאK ١٧K אאאאאאאאאK ١٨K אאK
אאאWPhone Equipments
אאא،W ١E אאאאWאK
אאאאאK ٢E אאK ٣E אאאאאאאאK ٤E אWאא
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אאאאWPhone Skills
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א ٢٤٧ אא אא J٢ א
אאאWEmergencies Situations
אאאאאאא،אאאאא
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אאאWComplaints Calls
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א ٢٤٧ אא אא J٢ א
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K
אאאאPracticing
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אאKE אWK אWKKKLאLKKKאK
א ٢٤٧ אא אא J٢ א
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אWCalls Report
אאאא
אW
Sheraton Hotel
TELEFAX Room No.:…………………….. Date:…………….
Name:…………………………. Time:……………..
Telefax No:…………………….
Massage:……………………………………………………………………………
……………………………………………………………………………………
…………………………………………………………………………………..
א ٢٤٧ אא אא J٢ א
אW Call Bill
Sheraton Hotel
Telephone Charge
Room No:………….. Date:……….
Name:……………… Time:………
Called No.:……………..
Place Called:………………………….
Charge:……………………
Signed By:…………………….
אW Message
א ٢٤٧ אא אא J٢ א
א אאאW
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אאאאאאK
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א
אאאW ١K FEאאאאK ٢K FEאאK ٣K FEאאאאK ٤K FEאאK ٥K FEאאאאK ٦K FEאאאK ٧K FEאאK ٨K FEאאאאK ٩K FEאאא
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אאאאאK ٢E אאWאאאאא
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א ٢٤٧ אא אא J٢ אאא
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אFאאEHead CashiersK אאאאאFront Office Cashier K אאאNight Auditor K אאאK אאאFא–א–אאEK
אאאאאWJob Description
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אאאאWCashier's Responsibilities & Duties
אאאאאאאאKאאאW
אאאK אאאK אאאK אאאK
א ٢٤٧ אא אא J٢ אאא
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אאאK
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אאאאK
٤ J אWAccount Closing אאאא
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אאW Cash Payment
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K - אאאK - אK - אאK - אK
א ٢٤٧ אא אא J٢ אאא
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אאW Credit Card
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،אאאאאאאא
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K אאאאK אאאK אK
א ٢٤٧ אא אא J٢ אאא
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W Jאאאא Jא Jא Jא JאK
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אW Safe Boxes
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،אאאאKאאאאאאאאK
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K ٣K אאK
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אאWאאאאאא،א
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אK אאאWאאאFאאא
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אK אאWאאאאא،אא
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אאאאWCash Register אאאאאא
אאW NCR :אאאאאאאאK
אאאאאKאאK
אWא א א אא א א
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١- אאW
Department Control Sheet אאא
Voucher No.
Room No. Guest Name Amount Memo
א ٢٤٧ אא אא J٢ אאא
٢ JאאW Safe Boxes Form
Sheraton Hotel
Safe Deposit א
Room No.:…………………………………………………………..
Name:………………………………………………………………..
Received By:…………………………………………………………
Guest Signature:………………………………………………………
Date:…………………………………………………………………...
Guest Ledger Summary Report Room No. Name Folio No. Open Bal. Charges Credit Close Bal.
304 Al-harbe 0345 0 80 0 80.00
305 Alghamdy O604 60 90 0 30
401 Khaled 0165 100 80 0 180
402 Ahmed 0548 0 120 150 -30
403 Khaled 0453 200 300 500 0
Total 360 670 650 260
א ٢٤٧ אא אא J٢ אאא
٥ Jאא :Front Office Cash Sheet
Misc
''L
Cash R
eceipt
Front Office C
ash Sheet
אא
Hotel:_________________ From
:_________ To:__________ D
ate:__________
C
ashier's Nam
e:__________________
City
Ledger
Guest
Ledger
Paid on
Acco
unt
Room
Num
ber
Folio N
o.
Guest
Nam
e
Explanation
R
oom
No.
G
ust L
edger
Cash
Disbursem
ent
City or
Misc'L
א ٢٤٧ אא אא J٢ אאא
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אאאW
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אאאWFunctions of Night Audit
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א ٢٤٧ אאא אא J٢ אאא
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• אWDiscounts Report • אWOccupation RatioWאאא
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ف الضيو
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صلينف الوا
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مغادرين آش
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وقت الوصول
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الجنسية
رقم الهوية
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المغادرةوقت
رقم الغرفة
اسم الضيف
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א ٢٤٧ אאא אא J٢ אאא
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AUDIT PROGRAMME
FRONT OFFICE OPERATION * Room Reservation
* Room Revenue * Safe Deposit Box Facility
COMPANY : ____________________________ PREPARED BY : __________________
AUDIT PERIOD : ________________________ REVIEWED BY : __________________
Audit Objectives : (1) To ascertain the adequacy of internal controls pertaining to the front office operation..
(2) To ascertain the accuracy and reliability of the accounting records for the front office operation, in particular, whether all room revenue are completely and accurately taken up in the accounting system.
AUDIT PROCEDURES AWP Ref Matters Arising
Initial & Date
General
1. Document the front office procedures.
2. Review previous working papers, audit reports,management letters, etc. to identify critical auditareas/weaknesses that require follow-up and warrant special attention.
3. From the management accounts for the period ofaudit coverage, extract figures for monthly averageoccupancy, average room rate and room revenue.Obtain explanations for material fluctuations with budget.
4. Compare hotel performance with competitors andthe industry. Obtain explanation for any materialdeviation from management.
Maintenance of Room Rates
1. Enquire into the procedures how room rates areupdated into the front office reservation systemsand how overrides can be effected, controlled anddetected.
א ٢٤٧ אאא אא J٢ אאא
AUDIT PROCEDURES AWP Ref
Matters Arising
Initial & Date
2. Test vouch quoted rates in the rates’ table to thestandard price list or customers’ contracts. Examinefor evidence of review by an independent official. Enquire whether the room rates are subjected to periodic review, benchmark against market rates and distinct between peak and off-peak rates.Reservation System
1. Obtain Daily Reservation Report and ensure thatthere is evidence of check by Reservation/FrontOffice Manager on the entries keyed in by theReservation Clerks, in particular, the room ratesquoted to customers.
2. Test vouch some of the quoted room rates in theDaily Reservation Report to the reservation forms. Ensure the reservation forms are duly signed/initialed by the Reservation Clerks.Ensure that proper reservation forms are raised forall reservations made.
3. Enquire from Senior Credit Officer how customers’credit limits/credit standing are taken into accountin accepting reservations for hotel rooms.
4. Check to reservation file kept at Reservation Deptto ensure that written confirmation (telex/fax) isreceived from travel agents/guests and attached tothe reservation form pertaining to ad hoc/non-contracted rate extended to the agents/guests.
5. Test check some of the memo/correspondence onsuspended credit limits/accounts to the EnquiryMenu reservation system to ensure that all suspendedaccounts are updated into the system.Completeness & Accuracy of Room Revenue
1. Peruse the “Expected Arrival Guest Report” forevidence of check by sales manager on the roomrates quoted to customers.
2. Select entries from the Daily List of Rooms withzero rates and trace to Request for Complimentary/Discounted Accommodation Form ensuring:- it is approved by the GM or other authorised officials.- reasons for authorisation are indicated, and acceptable in accordance with hotel policy.
א ٢٤٧ אאא אא J٢ אאא
AUDIT PROCEDURES AWP Ref
Matters Arising
Initial & Date
3. Enquire into front office registration of hotel guestprocedures upon guest arrival and how these areinput into the system for income recognition. Creditcard approval and deposit collection proceduresshould be considered.
4. Consider test checking the registration cards to thenumber of occupied rooms as per Room Status/KeyReport and the Daily Room Charges Report toensure that all occupied rooms are billed.
5. Select occupied rooms noted on the Room Status/Key Report for checking to the registration cards.This is to ensure that registration cards are raisedfor all rooms that are occupied.
6. Ascertain whether the Duty Manager has reviewedthe Room Status Report in conjunction with theHousekeeping Discrepancy Report to ensure thatall occupied rooms have been billed.
7. Determine whether the Duty Manager performsrandom checks on unoccupied rooms to ensure their vacancy.
8. Enquire whether the Duty Manager performs areconciliation of keys held at the front office atnight, to ensure that keys to unoccupied rooms arenot taken away.
9. Ensure that the exercise in (6) - (8) are reviewedand followed up as appropriate by the IncomeAuditor.
10. Review reasonableness of room rates per the DailyRoom Charge Report and test check the rates toreservation forms/standard price list/customers’contracts, if necessary, for unusual/exceptionalrates.
11. Enquire into the procedures for accounting of “day-used” rooms , “health club” clients , “no-show” guests & late-check-out.
12. Review the Night Auditor’s and Income Auditor’swork done on the Daily Auditing Summary, General
Cashier’s Report and the Accounts Receivable DailyBatch Control Summary.
א ٢٤٧ אאא אא J٢ אאא
AUDIT PROCEDURES AWP Ref
Matters Arising
Initial & Date
Safe Deposit Box Facility
1. Enquire into the existing procedure for the grantingof safe box facility to hotel guests, custody of theguests’ items and eventual return of the safe boxkey.
2. Determine if the facility is extended to hotel staff.This practice is discouraged for security reasons.
3. Ascertain whether there is adequate disclosure of themaximum exposure on the part of the hotel underthe Innkeepers Act Cap 139 or a similar statute inthe event of any claims of loss from hotel guests.
4. Consider checking the physical number of safe boxkeys remaining against the key register and reconcileto the actual no. of safe box utilised by the guestsas evidenced by the Safe Deposit Box RegistrationCards.
5. Enquire into any incidents of missing safe box keyand subsequent action taken by the relevantpersonnel.
Others1. Assess the appropriateness of the accounting and operational
procedures laid down. Ensure compliance. Wherever applicable and appropriate, consider whether improvements can be made to improve the operational efficiency of the front office.
Conclusion1. Summarise the audit results/findings and consider the
need for inclusion in audit report..
א ٢٤٧ אאא אא J٢ אאא
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رقم الهوية
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اسم الضيف
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א א א א א א א
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אאW Evaluation
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١K אאK ٢K אאK ٣K אאאK ٤K אאK ٥K אאK
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אW Single Room
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Triple Room
Twin Room
Double-Double
Suite
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א Adjacent Room
Occupied Room
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א Stay over
א On Change
א Don’t Disturb
אא Skipper
Vacant and Ready
א ٢٤٧ אא אא J٢ אא
א Out of Order
Out of Service
אא Block out
אא Check out
א Accounting Posting Machine
א Account Receivable
Guaranteed Reservation
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א Arrival Date
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Book
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א Concierge
א Credit Card
א Registration
א ٢٤٧ אא אא J٢ אא
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Folio
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Walk in
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א Room Status Report
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א Back Offices
א ٢٤٧ אא אא J٢ אא
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א ٢٤٧ אא
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١ J א،Kאאאאא،٢٠٠،אK ٢ J אאאא،אאא،٢٠٠٤K ٣ J אאאא،אאא،٢٠٠٤K
אאא
1- John R. Walker, Introduction to Hospitality, 2002, Pearson Education Inc.
2- Alen T. Stautts, Hotel and Lodging Management, 2001, John Wiley & Son Inc.
3- Joseph West, Strategic Management in The Hospitality Industry,1998, John Wiley
& Son Inc.
4- Peter, Renner. Basic Hotel Front Office Procedures, Third Edition 1994, John
Wiley & Son Inc.
5- M ichael L. Kasavana. Managing Front Office Operations, Educational Institute.
א ٢٤٧ א
אא J٢
א
אאFאאE
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אאאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK٧ אאאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK٧
אאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK٨ אאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK٩
אאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK١٢ אאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK١٣
אKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK١٤ אאאאאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK١٥
אאאאKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK١٧ אKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK٢٤
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