天津集贤佰悦酒店工作标准程序.docx

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STANDARD OPERATING PROCEDURES 标准工作程序 SALES AND MARKETING DEPARTMENT 市场销售部目录房价结构管理 S&M-001 门市价管理 S&M- 002 促销和包价管理 S&M- 003 商务协议价管理 S&M-004 协议价格体系 S&M- 005 政务价指引 S&M- 006 旅行社职员价 S&M- 007 旅游行业价（包括酒店员工） S&M- 008 家庭价 S&M-009 第三人价(加床) S&M-010 免费房 S&M-011 会展奖励计划 S&M-012 取消宴会预订 S&M-013 协议客户预定的修改和取消 S&M-014 旅行社协议管理 S&M-015 签订新客户 S&M-016 商务客户的房间预定 S&M-017 团队预定和接待 S&M-018 担保政策 S&M-019 授权 S&M-020 押金 S&M-021 升级 S&M-022 市场销售划分 S&M-023 客史系统 S&M-024 销售会议 S&M-025 礼品和客人赠品 S&M-026 宴请和考察 S&M-027 销售拜访 S&M-028 电话销售 S&M-029 酒店参观 S&M-030 展会报价 S&M-031 展会和会议的布置规范 S&M-032 广告 S&M-033 会议团体的接待 S&M-034 试菜 S&M-035 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Rate Structure 主题：房价结构 Ref: 参考号：S&M-001 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 - To establish guideline for the selling price of different market segments 建立针对不同市场群体的有区别的价格执行规范。 PROCEDURES 流程 1. Rate Structure includes: 价格结构包括： - Rack Rate门市价 - Corporate Rate商务价 - Government Rate政务价 - Aircrew航空公司价 - Domesitc FIT leisure 国内旅游价 - Inbound FIT leisure 入境旅游价 - Group团队价 2. All rates will be valid for a minimum of 6 months to one (1) year 所有房价的施行有效期为六个月到一年。 3. Proposed rates or any rate changes must be approved by the General Manager 建议房价和执行房价的任何变化必须经总经理批准。 4. Corporate rates/Wholesale/Group/Consortia rates offered require the approval of the Director of Sales & Marketing, in his/her absence, the Hotel Manager. 采用任何公司协议价、国内价、团队价、国外价, 必须通过市场销售总监批准，如其不在岗，则由酒店经理批准后执行。 5. All rates offered will be reviewed annually. 所有执行的房价每年度审查修订。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Rack Rates in Distribution Channels 主题：门市价管理 Ref: 参考号：S&M-002 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 - To ensure rack rates in the various distribution channels (GDS, internet etc.) are valid and up-to-date - 确保通过各种媒介公布的门市价格是有效可行的并能及时更新。 PROCEDURES 流程 1. To maintain rack rates in the various distribution channels for the next twelve months as a minimum. 确保在各种媒介上发布的未来十二个月内的门市价格是最低的。 2. In the absence of a rack rate increase, the current rack rates should be automatically extended to meet the twelve-month minimum requirement. 公布的门市房价不上涨的情况下，现行的价格可以自行上调以适应未来十二个月内的需求。 3. Rates confirmed prior to any rate change notification should be honored. 任何调整后价格的发布的必须预先确认。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Promotion/Package 主题：促销及套票价管理 Ref: 参考号：S&M-003 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 - To generate business to improve room occupancy and revenue during soft periods 淡季拓展业务以提高酒店入住率和收入. PROCEDURES 流程 1. Promotion and package should be planned as part of the hotel’s annual marketing plan. 酒店年度的市场销售计划中应包括促销价的施行计划。 2. Director of Marketing will submit a proposal outlining the special rate offered, the validity, the targeted audience and the benefits included to General Manager for approval. 市场总监应向总经理提交施行大纲，阐述特殊房价执行的有效性、目标消费群体和收益情况，获得批准后方可执行。 3. A detailed plan contained the budget of costs incurred for the promotion as well as the strategy should also be attached. 随件应附促销推广计划和策略，推广计划中必须包含执行促销价所需费用的预算。 4. If the proposed promotional offer is approved, a copy of which should be distributed to all concerned. 提议的促销方案批准后，需抄送相关部门。 5. All promotion or package will be valid for 6 months only. 所有促销价只能执行六个月。 6. Any promotion or package required for extension beyond 6 months, approval must be obtained from the General Manager. 经总经理批准可延长促销价的执行期。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject:Contractual Agreement 主题：商务协议价管理 Ref: 参考号: S&M-004 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 - To ensure the rates and conditions agreed by the Hotel and the clients (Corporation/Travel Agency/Airline) are clearly specified 确保与协议公司、旅游机构、航空公司既定的房价清晰明确，宜执行。 PROCEDURES 流程 1. All contractual agreements must be in writing and are not considered valid unless countersigned by the General Manager. 所有的价格协议必须书面化，以合同形式体现，经总经理审查批准后方有效。 2. A contractual agreement must never be drawn up for longer than a one-year period. 所有的价格合同有效期为一年。 3. Copies of the signed contracts should be forwarded to the Director of Financial, the Director of Rooms Division. and in some cases the Food & Beverage Director. 签署的价格合同应抄送财务总监、房务总监。特殊情况下还应抄送餐饮总监。 4. All contracts, which should be regarded as confidential documents, should not be discussed with a third party. 价格合同属于机密文件，不得外泄。 5. All contracts are to be reviewed 3 months prior to the actual expiry date. 所有价格合同到期前三个月应予以审查。 6. No contract should be entered into for a period less than 3 months. 任何执行期少于三个月的价格合同不予签署。 7. Company’s policy on credit and credit worthiness is to be duly incorporated in such agreements. 签署价格合同要审查协议公司的信用度。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Corporate rate Structure 主题：公司协议价体系 Ref: 参考号：S&M-005 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 - To establish corporate rate guideline for commercial companies based on their business potential 建立健全的协议价格体系，向较大商业潜力的客户提供公司规范的商务价格。 PROCEDURES 流程 1. Corporate rate Structure: 公司协议价体系： Room Rate (RMB) Room Nights Required 房价（人民币）房晚 Preferred首选 Corporate A Corporate B Corporate C 2. 40% discount off all Club rooms & Suites 会所客房和套房给于40%折扣。 3. All rates are non-commissionable. 所有商务房价不可转让他人使用。 4. All room rates will be valid for one (1) year. 所有公司协议价有效期为一年。 5. All rates proposed require approval from the Director of Marketing/General Manager before implementation. 公司协议价执行前必须经市场总监和总经理批准。 6. All rates offered will be reviewed annually. 所有公司协议价每年度审查。 7、将客户订于某一个级别应考虑以下条件：为酒店提供实际客人的总量，整体看客人的分布或与酒店的关系。商务客户的等级决定销售人员的周期，（如：多少时间去拜访一次何种级别的商务客户）提供的房价（一般情况，高产量的客户应提供优惠的价格），付款的方式、特殊的优惠待遇等。 8、以下表格显示商务客人的等级，以及销售周期，一般情况下，酒店不应有很多的“好客户”，有多少商务客户或商务客户级别，取决于需要。客户等级定义价格销售周期 “Ａ” 很多客人有待商议的价格至少一个或两个星期 “Ｂ” 客人来源适中一般价格两至三个星期固定的合作价格 “Ｃ” 低客人来源一般价格四个星期有潜力客户建议“Ｂ”价格三个星期有可能无客源的客户建议“Ｃ”价格　　四个星期　估计将无客源的客户建议“Ｃ”价格　　视具体情况而定无客源的客户　　　　　　　取消记录　　　　　代办 9、如何划分商务客户的级别划分商务客户等级，应以客源数量做依据，具体分析如下： l 酒店可提供的房间 l 度假者及商务旅行者的旅行方式 l 商务客户在该地区的经营种类 l 商务客户在该地区的市场经营范围 l 可望提供酒店的直接竞争者 l 特殊酒店的直接的竞争者 l 全面的经营管理目标 10、建立价格结构提供给不同等级的客户的房间价格要依据需求而定，要考虑酒店的季节性，房间出租能力，如：公司无客源提供给店方或提供客源非常有限以至无法达到店方规定的最低限额，应考虑放弃这个客户，运作程序如下： 1）检查该客户客源提纲情况的原始记录，查明是否属以下三种情况 A\无客源 B\有少数客源 C\有一段时间无客源如果属于A，该客户应立即取消如果属于B、C，应加强联系尽力挽回客源 2)取消名单被取消客户的名单应定期制定方案，并交由市场销售总监申请批准。一旦市场销售总监批准所申请的客户取消名单，应将此客户在电脑数据库中的所有信息取消，并将报告递交销售经理及销售人员传阅。 3)善后工作保持往来，继续关注其动向，偶尔予以拜访。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Government Rate Guideline 主题：政务价格指引 Ref: 参考号：S&M-006 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 To minimize confusion and standardize the eligibility for government rates at Park Wise Hotel 避免混乱和制定政务价格。 PROCEDURES 流程 1. All PRC government employee whether traveling on business or leisure will be extended the special government rates subject to room availability. 所有政府雇员不论是出差还是旅行都可在所需房型充足时享受政府价。 2．All reservation generated from government unit and payment to be settled by the government unit, special government rates will apply. 所有政府部门预定或及付账的房间，将申请执行政府价。 3．Should be reservation is generated from a government unit however payment on guest’s account, Corporate A rate will apply. 通过政府预定，如果是私人付账，将执行公司协议价A。 4. A letter from the government unit to support the reservation request is required with clear information of mode of payment, guest name, arrival and departure date. 政府发来的预定信件必须明确付款方式、客人姓名、到店和离店日期等信息。 5．Special government rates also apply to employees of military and educational institutions. 政府价格适用于：由政府提供基金的军事和教育机构。 6．Government rate is also available to cost-reimbursable contractors who produce a letter of eligibility from the government unit. 对于提供政府出具要求执行政府价的人士，也执行政府价。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Discount To Travel Agency Personnel 主题：旅游社职员价 Ref: 参考号：S&M-007 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 To provide clear guideline when extending special discount room rate authorized travel agency personnel. 针对旅行社授权的员工住店时执行特殊价格和折扣制定的规范。 PROCEDURES 流程 1. Authorized travel agency personnel will be granted a minimum of 50%room rate reduction based on space availability (85% and below) 有授权的旅行社员工可更具酒店入住情况，享受最低50%的房费减免。(入住率在85%以下) 2. Reservation must be confirmed with an indication of the rate discounted and the travel agency personnel must produce travel agency ID card or letter of authorization from his / her company upon check-in to obtain discount. 所做的预定必须详细确认所使用的价格和折扣，旅行社员工只有在登记入住时出示员工卡或由其单位出具的授权信才能适用特殊价格和折扣。 3． Request for further reductions, extension of length of stay or complimentary accommodation are to be transmitted with the reservation and will be granted at the direction of the Director of Marketing. 如果需要更多优惠折、延长入住时间或免房费，必须联系订房部，经市场销售总监的审查批准进行。 4．Travel agency personnel who arrive at the hotel without prior reservation will be granted a 50% room rate reduction at the discretion of the hotel. 旅行社员工如在无预定的情况下到店，可按酒店规定享受50%的房费减免。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Discount to Travel Industry (including hotel personnel) 主题：旅游行业价（包括酒店员工）折扣价 Ref: 参考号：S&M-008 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 To provide a guideline when extending special discount of 50% off room rate to travel industry personnel 针对向旅游行业员工执行50%折扣制定的规范 PROCEDURES 流程 1. All travel industry personnel will be entitled to a minimum 50% room rate reduction at Park Wise Hotel based on space availability.（85% and below）旅游行业员工在酒店入住率低于85%时，住店可减免50%房费。 2. Reservations are to be transmitted as confirmed with clear indication of rate reduction, affiliation of the traveler and the expectation for publicity, if known. 预定将会被视作已经确认了价格的预定， 3. Hotel personnel must present valid ID card or letter of authorization from the hotel upon check-in to obtain discount. 酒店员工必须在登记入住时出示有效员工证以获得折扣。 4. Request for further rate reduction or complimentary accommodations are to be transmitted with the reservation and will be granted at the discretion of the Director of Marketing. 如果需要进一步的折扣或免房费，须联系预定部后经市场销售总监审查批准。 5. Request for guest room rate reductions from bona-fide print and broadcast travel writers, travel editors and photographer should be directed to the Communications Manager for handling. 印刷出版业旅游广播电台作者，编辑以及摄影师如要求享受减免房费，应直接交予公关部经理处理。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Family Plan 主题：家庭计划 Ref: 参考号：S&M-009 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 To provide clear guideline when extending Family Plan. 为“家庭计划”价格的实行提供指导规范。 PROCEDURES 流程 1. Family Plan provide children under 18 free accommodation when staying in the same room with their parents. “家庭计划”是如果18岁以下儿童与其父母住一间房，儿童的房费全免。 2. In the event that more than one room is required to accommodate the children, each room will be made available at the single room rate. 如果儿童独立使用一间房，则房价与其父母所适用的房价不同。 3. Extra bed to be provided only when it can physically be accommodated in the room. 如果房间足够父母和孩子共同使用时，会在房间内加床。 Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Third person rate 主题：第三人价格 Ref: 参考号：S&M-010 Prepared by: Director of Sales and Marketing 起草：市场销售总监 Date: August 28，2007 日期：2007- 8 – 28 Approved by: General Manager 批准：总经理 Date: August 28，2007 日期：2007- 8 – 28 OBJECTIVE 目的 To provide guideline for staff to be

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