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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:MARSDepartment(s)部门:EO Revenue ManagementApplied to:Reservation Agent / Revenue Manager / Sales Manager / Front Office DepartmentBrand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RM-12Effective date有效日期:SOP Author作者:SOP a
3、pproved by批准者:Manager of Revenue Management收益管理经理General Manager总经理Standard1. MARS stands for Minimized Abandoned Reservations Calls2. Improve profitability and guest service by converting to FULL MARS. 3. Seamlessly meet the callers need for reservations and information, by working closely with CCC
4、.1.MARS代表最小化的废弃预订呼叫2.通过转换为全方位服务，提高盈利能力和客户服务。3.与CCC紧密合作，无缝满足来电者的预订和信息需求。ProcedureHow MARS works.1. MARS team provides each hotel with a toll free number unique to the hotel. This number remains unpublished.2. This toll free number is labeled so that a call transferred to MARS has your hotels details
5、populated and the associate can provide a more seamless experience.3. MARS calls are given priority in queue over National Toll Free Calls in CCC4. The data from this line and the production data generated is combined and available to the hotel on Type of MARS services1. MARS Full Service ()2. MARS
6、TraditionalMARS Reports provides hotels with the following reports:1. MARS Property Report - 90 days of call and production report generated in half hourly intervals2. Rate plans by arrival and booking dates3. No sells and denials by arrival and booking dates4. MARS monthly summary reports5. Group V
7、 transient report6. Turndown by market segment7. Full MARS report tutorial offered within the first month of using MARS serviceHow to work with CCC1. Rates - Load them, link them and open them for CCCs to sell. These include our LNRs. Remember, CCC are our reservations team. They work for our hotels
8、! All corporate accounts must have SET number All corporate rates must be loaded in PMS and activated in KAMs Rate codes in PMS must match those of KAMs Non-Contracted / potential GP/SP/SPB accounts will return SETGP/SP/GAC rates, depending on account type Promotional Rate ID should start with “APP”
9、 List Inclusions in rate short info / rate plan description Use appropriate package code2. Booking parity - if our reservations department is not requesting for mandatory credit card guarantee, ensure that CCC associates are also able to make reservations without mandatory credit card guarantee. 3.
10、Update our hotel information on StarLink. More than 1,000 CCC associates around the world depend on Starlink to sell our property, so make information available for the associates.4. Keep our associates informed of whats happening at our hotel so they can connect better with our callers. Send them o
11、ur e-brochures or monthly e-newsletters.5. CCC briefings - Make CCC an annual stop in our sales trips. In addition to highlighting to them our Unique Selling Points, educate our associates on our competition, what are we are up against and how do we overcome potential customer objections.6. Support
12、CCC in familiarization trips. Nothing beats the experience of seeing, touching and feeling our brand and the hotels they sell.7. Let CCC know in advance what our need periods are so they can raise awareness amongst the CCC community.8. New hotels - keep them informed of our opening, send them new ho
13、tel information.9. Participate in our Free Sell Car Transfer Program.Procedure for Transferring to MARS Full Service1. Customer Contact Center Assigned2. Time Line3. System Audit4. Training for Reservationists to be Group Coordinators etc.5. CCC Presentation6. Sales Action Plans on Corporate Special
14、 account handling7. Education of Corporate Special clients8. FAM Trip (optional)/ Schedule a date/ Determine/Develop a complete presentation/Execute9. Education of Front Office etc. on call handling10. Initial cut-over dateHow to handle MARS form1. MARS form should be followed up by hotel reservatio
15、n team within 24 hours. 2. Hotel reservation team should keep CCC updated about our solution to the MARS form.3. MARS form should be properly filed with hotels action and solution. 1.MARS代表最小化的废弃预订呼叫2.通过转换为全方位服务，提高盈利能力和客户服务。3.与CCC紧密合作，无缝满足来电者的预订和信息需求。1.火星代表最小化的废弃预订呼叫2通过转换为全方位服务，提高盈利能力和客户服务。三。与CCC公司紧
16、密合作，无缝满足来电者的预订和信息需求。程序火星的工作原理。1.火星团队为每家酒店提供一个酒店独有的免费电话号码。这一数字尚未公布。2.这个免费电话号码被贴上标签，这样转接到火星的电话会填充您酒店的详细信息，员工可以提供更无缝的体验。3.在CCC中，MARS呼叫优先于国家免费呼叫4.此生产线的数据和生成的生产数据合并后，可供酒店使用火星服务类型1.全方位服务()2.火星传统火星报告 为酒店提供以下报告：1.火星财产报告-每半小时生成90天的呼叫和生产报告2.按到达日期和预订日期对计划进行定价3.在到达和预订日期前，没有销售和拒绝4.每月总结报告5.V组瞬态报告6.细分市场的营业额7.在使用火星
17、服务的第一个月内提供完整的火星报告教程如何使用CCC1.费率-加载它们，链接它们并打开它们供CCC销售。包括我们的LNR。记住，CCC是我们的预订团队。他们为我们的酒店工作！所有公司账户都必须有一个固定号码所有公司费率必须载入PMS并在KAMs中激活PMS中的费率代码必须与KAM中的费率代码相匹配非合约/潜在GP/SP/SPB账户将根据账户类型返回SETGP/SP/GAC利率促销价格标识应以“APP”开头列出费率简要信息/费率计划说明中包含的内容使用适当的程序包代码2.预订对等-如果我们的预订部门没有要求强制信用卡担保，请确保CCC员工也可以在没有强制信用卡担保的情况下进行预订。3.在Star
18、Link上更新我们的酒店信息。全球超过1000名CCC员工依靠Starlink出售我们的物业，因此请向员工提供信息。4.让我们的员工了解酒店的情况，以便他们能更好地与来电者联系。向他们发送我们的电子宣传册或每月电子通讯。5.CCC简报-使CCC成为我们销售之旅的年度停靠站。除了向他们强调我们独特的卖点外，还向我们的员工介绍我们的竞争对手、我们面临的挑战以及我们如何克服潜在的客户异议。6.支持CCC熟悉行程。没有什么比看到、触摸和感受我们的品牌和他们销售的酒店的体验更棒了。7.提前让CCC知道我们的需求周期，以便他们提高CCC社区的意识。8.新酒店-随时通知他们我们的开业情况，向他们发送新的酒店
19、信息。9.参加我们的免费汽车转让计划。转火星全方位服务程序1.指定客户联络中心2.时间线3.系统审计4.培训预订员成为团队协调员等。5.CCC演示6.公司特殊账户处理的销售行动计划7.企业特殊客户教育8.FAM行程（可选）/安排日期/确定/制定完整的演示/执行9.前台等电话处理教育10.初始移交日期如何处理火星形态1.酒店预订团队应在24小时内跟进MARS表。2.酒店预订团队应及时向CCC报告我们对MARS表格的解决方案。3.MARS表应与酒店的行动和解决方案一起妥善归档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