国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RM-09 SPP.doc

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1、国际酒店预订收益管理-Reservation&Revenue Management前厅部Front Office国际酒店预订收益管理Reservation&Revenue Management SOP国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导

2、。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。Standard Operating Procedure标准操作程序SOP Title标题:SPPDepartment(s)部门:EO Revenue ManagementApplied to:Revenue Management / Sales Manager / Finance DepartmentBrand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RM-09Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager o

3、f Revenue Management收益管理经理General Manager总经理Standard1. SPP is a loyalty program designed to capture, share and increase revenues from meetings market by rewarding meeting planners worldwide with Starpoints for booking hotels. Meeting event and catering planners earn one Starpoint for every US$3 in r

4、evenue booked through the Sales & Catering Office.2. Make sure the points awarded to SPP is correct and comply with policies.Procedure SPP Program Terms & Conditions:1. The Preferred Planner program (“Program”) provides Preferred Guest Points (“Starpoints”) to meeting planners and travel agents (“Pl

5、anner(s)”) who book meetings at participating Hotels and Resorts worldwide. 2. Planner will be awarded Starpoints only for meetings booked and actualized (actualized shall mean meetings held and paid as contracted). 3. To qualify for Starpoints, Planner must be a member of the Preferred Guest progra

6、m in good standing. 4. Starpoints are issued only to the Planner named in the contract for the meeting and may not be transferred or assigned. Starpoints may be allocated among a maximum of three eligible Planners. 5. Planner must provide his/her Preferred Guest membership number in the contract or

7、prior to the contracted meeting. 6. Eligible Planners do not need to attend the meeting to receive Starpoints. 7. A Maximum of TWENTY THOUSAND (20,000) Starpoints per contract meeting event applies, excluding special promotions and incentives. 8. There is no limit to the number of events per year or

8、 total points that can be earned per year. 9. Excluding special promotions and incentives, one (1) Star point for every three ($3.00) U.S. dollars (or U.S. Dollar equivalent) is earned for eligible group business as follows: - All group room revenue regardless of form of payment - Meeting Room renta

9、l - Catering events booked and/or services through the hotel catering department. It is not necessary to consume room nights in conjunction with eligible catering business. 10. Starpoints may be awarded based on all group rates, exclusive of tax, gratuities, and related charges. 11. For room night c

10、redit, group business/events must be contracted through the sales or catering department to be eligible for Starpoints. 12. Starpoints will not be awarded on complimentary or barter rooms and events. 13. Preferred Planner Starpoint awards may not be combined with other Preferred Guest Promotions. 14

11、. reserves the right to modify, change or terminate any of the terms and conditions of the Preferred Planner program at any time, without notice. 15. Starpoints are not transferable. 16. Void where prohibited by law. 17. Use of Starpoints is subject to terms and conditions of the Preferred Guest pro

12、gram. Awarding Points Procedure:1. SPP Starpoints award should be written into the contract, and the related term should been signed by Revenue Manager,2. The Preferred Planner standard is for the hotel to award Starpoints upon receipt of full payment for each event. 3. Upon receipt of full payment

13、or completion of the event or departure of the group, the sales manager will complete the on-line Starpoints form. (The on-line form and specific directions for using the form are available on One).4. The awarded Starpoints calculation should comply with both SPP terms & conditions and contract.5. I

14、f a Preferred Planner member contacts the Preferred Guest Service Center to question the number of points awarded for a specific meeting, Preferred Guest representatives will redirect the client to the property sales manager to resolve any issues. Supporting Documents支持文档NIL-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家