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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:SPECIAL RATE APPROVALDepartment(s)部门:EO Revenue ManagementApplied to:Reservation Agent / Revenue Manager / Sales Manager Brand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RM-01Effective date有效日期:SOP Author作者:SOP approved
3、by批准者:Manager of Revenue Management收益管理经理General Manager总经理Standard1. Special Rate bookings will be handled efficiently and accurately to ensure smooth operation for all individuals concerned. 2. Special Rates will be kept confidential and not revealed to irrelevant parties.Procedure1. When receivin
4、g an enquiry for special rate, sales manager check availability of room types (“Shift+F2” in Opera) for dates required, with consideration given to:- Rate category closeout period- Special events during the period- Estimated FIT and corporate demand- Previous business from same tour/group company- C
5、ontracted wholesale group rate, corporate group or ad hoc business2. Where the inquiry has a negotiated contract rate, please advise the contract rate first.3. If there is no contracted rate or guest requests lower rate than contract rate, fill in Special Rate Application Form with detailed informat
6、ion and send it to Revenue Manager. 4. Revenue Manager will advise appropriate rate with deposit and cancellation policies to sales manager.5. If the rate is accepted by sales manager, Revenue Manager should send the form to GM for approval.6. If the rate is not acceptable, the Director of Sales & M
7、arketing will be informed by sales manager. DOSM, RM and Sales Manager will coordinate a discussion prior to getting GM involved.7. Special Rate Application Form will be distributed to reservation departments after GM approval. .8. Reservation Agent should handle the booking accurately and efficient
8、ly, and send sales manager the confirmation number.9. The signed Special Rate Application Form will be a supporting document for rate discrepancy audit for Finance Department.10. All prices quoted are subject to 15% service chargeSupporting 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