国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RM-11 GROUP BLOCK.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:GROUP BLOCKDepartment(s)部门:EO Revenue ManagementApplied to:Reservation Agent / Revenue Manager / Sales ManagerBrand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RM-11Effective date有效日期:SOP Author作者:SOP approved by批准者:Manag

3、er of Revenue Management收益管理经理General Manager总经理StandardBlock groups efficiently and achieve the target market segment mix.Procedure1. After Sales Manager sends out the group contract to client, pass a copy to Reservations Sales Agent. Following information should be included: Group name Corporate /

4、 Travel Agency name Organizer Contact Information Arrival date and departure date with transportation mode and estimate time Type of room required, i.e. single, double Room rate and Breakfast rate Meal and Meeting Room Requirements Terms and Condition Method of payment Special request2. Check availa

5、bility of room types for dates required according to Group Contract. If rooms are not available, reservation agent need to inform Sales Manager and get approval from Revenue Manager.3. If rooms are available, Reservation Agent will create a block in Opera according to Group Contract, and status the

6、block as “Prospect”, and input the sign back date into “decision date” in Opera.4. Sales Manager should follow up the Group Contract sign back. Contract should be confirmed with signature in 3 days5. When receiving the signed back contract, Reservation Agent will change the status in Opera from “Pro

7、spect” to “Tentative”, and input the payment settle date into “decision date” in Opera.6. Reservation Agent will check the payment once a week, and inform Sales Manager to follow up the payment. If payment could not be settled on time, Reservation Agent needs to report to Revenue Manager.7. Group st

8、atus will be changed to “Definite” when receiving full payment or deposit. If the payment does not match the Contract, inform Sales Manager and Revenue Manager. 8. All group adjustments are sent by Sales Manager according to group adjustment procedures and a standard Contract that confirms or declines the adjustment will be sent to Reservation and the client.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