国际联号酒店前厅客房营销礼宾财务运营管理资料 mice.ppt

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1、 M.I.C.E.？M Meeting 会议I Incentive 奖励旅行C Convention 宴会E Exhibition 展览Front Front OfficeOffice MICE Group Training MICE Group Training MICE Group Profile Preview会议团队主单信息预览会议团队主单信息预览 Rundown Meeting 团队沟通会议团队沟通会议MICE Group Arrival Preparation会议团队预到准备会议团队预到准备MICE Group Check-In会议团队入住程序会议团队入住程序MICE Group

2、Daily Check 会议团队每日检查会议团队每日检查MICE Group Check-Out会议团队退房程序会议团队退房程序 Front Office MICE Group TrainingFront Office MICE Group TrainingPreview group profile 预览团队主单Check group profile with Opera system to ensure all the information are matched.确保团队主单信息与Opera系统中吻合。*Group name,Block code,Master bill,Billing

3、instruction,Date.Room type,Room rate,Total No.of rooms.团队名称，团队代码，主帐号，账目说明，日期,房型，房价，总房数。*Organizer name&Contact no.Billing signature authorizer,Resort coordinator name&Contact no.团队联系人姓名及联系方式，有效签单人，酒店团队协调员姓名及联系方式。Ensure VIP guests information has been correct updated in Opera system,including:VIP Lev

4、el,VIP Title,Arrival&Departure Date/Time,Transportation arrangement.确保贵宾信息已准确输入Opera系统，包括：贵宾级别，贵宾头衔，预到和预退日期/时间，接送机安排。Post group profile on Information Board.将团队主单及最新信息张贴在信息板。Front Office MICE Group TrainingFront Office MICE Group TrainingRundown Meeting 团队沟通会Review group profile,highlighted those un

5、clear points by the GSA who in charge of the group.负责接待团队的前台员工再次回顾团队主单，并标示出仍不清楚的重点。*Highlight guest special request,double check whether we could offer it or not.标示出客人特殊要求，并再次确认我们是否能够满足其要求*Confirm with organizer on how to handle cancellation,no show,early departure,extra booking,late check-out arran

6、gement.与团队会务者确认怎样操作预定取消，未到店，提前离店，增加预定以及延迟退房安排*If transportation is arranged by outside vendor,the vendors is required to inform us in advance,when the bus depart the airport with how many guest to ensure we could get rooms ready.如接机服务非酒店安排，需要求接机人员在班车离开机场时提告知前我们预到人数,以便酒店提前准备房间 Front Office Front Offi

7、ce MICEMICE Group Training Group Training*Group lounge arrangement.团队接待区的安排*Verify who will in charge guest accommodation from organizer side.确认会务方负责客人接待的人员*Take notes from organizers request&discuss.记录会务者的要求并协商*Pass the information to all front office section.传递会议信息给前厅所有分部门Front Office MICE Group T

8、rainingFront Office MICE Group TrainingArrival Preparation 团队预到准备Check group rooming list with Opera system to ensure all guest reservations have keyed in the system with correct information.核对团队客人名单是否与Opera中信息符合Pre-block rooms as much as possible,first priorities for those special request reservati

9、on.提前预分房间，对于有特殊要求的预定需优先安排Prepare group kit,group check-in envelop with information as follow:Guest name,arrival&departure date,arrival time,room type.准备团队信息夹，团队入住钥匙袋并注明以下信息：客人姓名，入住日期，退房日期，预到时间，房间类型。Inform IT&Engineering in advance for pre-set up group lounge.通知电脑房，工程部提前检查团队接待区域设施设备，以确保所有设施设备能够正常运转Fu

10、ll-set Stationary preparation.所需文具充分准备。Front Office MICE Group TrainingFront Office MICE Group TrainingCheck-In Procedure团队入住程序Group coordinator is required to assist on group room assignment according to group arrival time.团队协调员需根据团队抵店时间排房或调整房号Coordinate with housekeeping to trace the room status a

11、ccording to rooming list arrival time.根据预到时间与客房部沟通随时更新房间状态If the room key will be distributed by organizer,issue the key to organizer in advance,confirm and register each room No.and got the organizers signature 如房间是由会务组分发给客人，提前把房卡提供给会务组，同时候登记所给房号，总房数，房型，要求会务组签字确认。If the key will be distributed by R

12、eception,F/U the FIT C/I procedure.如房卡是由酒店接待人员发放，则遵从散客办理入住程序。Guest check-in sequence need to be control and coordinate with organizer,check-in must follow one by one check-in.客人办理入住时，需得到会务负责人的协调，以确保客人办理入住时的秩序井然Front Office MICE Group TrainingFront Office MICE Group TrainingConfirm the late arrival g

13、uest with organizer,hand over to night shift GSA&Night Manager careful on handle No Show如有晚到客人与团队会务者沟通确认，并与夜班前台员工，夜班经理沟通。妥当处理未到店房间Print out group in-house report by room no.and ask organizer to sign.the report should be file with group kit.打印团队住店明细表，与会务者签字确认。将已经签字的报表存放于团队资料夹内Room rate double check 仔

14、细检查房价If group have no show reservation,a document need to be file with group kit,confirm with Event on next day.如有未到预定，需在夜审前打印出报表，存档。于次日与宴会销售确认Double check group morning call with DTS by daily basis.与总机确认团队每日叫醒服务以确保叫醒服务准时传递Front Office MICE Group TrainingFront Office MICE Group TrainingDaily Check团队

15、日常检查团队日常检查Ensure daily group in-house print&file with group kit,as well as make sure all room rate is correct 确保打印每日团队在店明细报表，并存档于团夹中，同时确保每日房价正确Master bill check,to ensure daily group master all expense supporting to be found&filed with group kit 总帐检查，确保每日总帐中每笔消费小单存档于团队夹中Ensure update information pas

16、s to all Front Office sections 确保及时将团队任何更新信息需告知相关部门Any room early departure and room add on should conform Event or organizer and make comments on PMS.有任何提前离店及房间增加需及时告知宴会统筹或会务组确认，并在系统中详细备注。Front Office MICE Group TrainingFront Office MICE Group TrainingCheck Out 团队退房团队退房*Ensure guest bill correct pr

17、inting,guest settle all the bill belong to themselves accordingly.确保客人帐单打印的准确性,客人结清所有属于自己的账单。*Ensure guest and organizer to sign any guest bill which organizer agreed to pay by master and file the bill with group kit 让客人和会务者签字确认所有被授权由主帐支付的客帐，并将此类客帐全部存档于团夹里*Ensure organizer to sign any guest bill whi

18、ch organizer agreed to pay by master and file the bill with group kit 让团队会务者签字确认所有被授权由主帐支付的客帐，并将此类客帐全部存档于团夹里Ensure all the master bill supporting is ready before check the master bill 确保总帐中各类费用明细小单齐备Ensure Organizer sign the master bill and file it,and master checked out once all expense are cleared

19、.团队会务者签字确认并认可总帐费用无误后，需与团夹及所有单据保存。一旦所有费用无误，将总帐挂入后台Front Office MICE Group TrainingFront Office MICE Group TrainingIf there is extend staying room,confirm the bill instruction with guest and organizer,and update it in PMS.如有延住的房间，和客人及会务组确认该房间费用的结账方式，并在系统中相应更新信息。Front Office MICE Group TrainingFront Office MICE Group Training