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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:RATE STRUCTURE利率结构Department(s)部门:EO ReservationPosition(s)职位:Reservation SupervisorBrand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RES-SUP-10Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Revenue Managem
3、ent收益管理经理General Manager总经理Standard1. Reservation agents should have a thorough understanding of all rate plans and associated rates so that they can professionally and accurately quote rates to callers. 2. Reservation agents will be able to access and locate rate information using the propertys Pro
4、perty Management System (PMS, e.g. OPERA, Fidelio) menu as required. Negotiated rates will not be given to callers over the phone.1.预订代理应该对所有费率计划和相关费率有透彻的了解，以便他们能够专业，准确地向呼叫者报价。2.预订代理将能够根据需要使用物业的物业管理系统（PMS，例如OPERA，Fidelio）菜单访问和查找房价信息。协商费率不会通过电话提供给呼叫者。Procedure1. Reservation Agent will be familiar wit
5、h rates offered, applicable room types and room features and PMS rate codes, which include Corporate rates, rack rates, opening packages, etc.2. Reservation Agent will be able to locate rate information in the PMS. The full rate structures can be printed or screened from the report menu. 3. Only rac
6、k and package rates will be discussed over the phone. When a guest requests information about a negotiated corporate rate, the Reservation Agent will obtain the callers contact number and company name and access the company profile for the company contact. The inquirer will then be referred to the c
7、ompany representative for the rate.4. At no time will group and/or travel agent rates be given over the phone to callers. Wholesale rates will at all times be hidden to the arriving guest. Wholesale Frequent Independent Travelers (FIT) guests requiring information about room rates will be advised to
8、 contact their travel agent. 1.预订代理将熟悉所提供的价格，适用的房间类型和房间功能以及PMS房价代码，其中包括公司房价，门市价，开业套餐等。2.预订代理将能够在PMS中找到房价信息。可以从报告菜单中打印或筛选全费率结构。3.将仅通过电话讨论机架和包装费率。当客人请求有关协商的公司价格的信息时，预订代理将获取呼叫者的联系电话和公司名称，并访问公司资料以进行公司联系。询问者将被转介给公司代表以获取费率。4.任何时候都不会通过电话向呼叫者提供团体和/或旅行社费率。批发价将始终“隐瞒”到来的客人。建议需要房费信息的批发独立常客（FIT）旅客联系其旅行社。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