國際酒店前廳管理手冊前臺接待12-03 付費升級Upselling Procedure - TBA

1、國際酒店前廳部操作手冊酒店管理之家前廳部Front Office前臺服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標(biāo)準(zhǔn)運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM FO GS-12-03Effective Date:22/10/2013Division:Front Office前廳部Revised Date:22/10/2013Section:ReceptionPrepared by : Lynn LiuApproved by 批準(zhǔn)人:SUBJECT:Up Selling 付費升級_OBJECTIVE目的：To maximize the room revenue by introducing a new category to the g

3、uest to create awareness on different categories of our hotel Rooms辦公室 and enhances guest satisfaction and needs.最大化酒店的客房收入，向客人推薦更好的房型，提高賓客滿意度。To motivate associate and in return achieve recognition for increasing revenues.為提高大使積極性，給分一定比例的紅利。POLICY政策：Up selling is based on one category above the one

4、 booked, i.e. the staff can up sell the guest one category above his original booking.付費升級是將客人推薦更好的房型，說服客人付費入住。PROCEDURES 程序： When the up selling is successfully performed at the Reception, the followingProcedure is to be undertaken for the information to be keyed into the PMS:當(dāng)客人有付費升級需求時，前臺大使需要在系統(tǒng)中

5、進(jìn)行以下操作： a) Fill in the Misc form and request guest to sign for the up sell difference. 填寫雜項憑證，讓客人為升級的差價簽字。b) To input the correct up sell package code, and make comments as:” up sell from *to *,RMB*/N,P/B *,Up sell by* 輸入正確的Up selling Package.在comments輸入Up Sell from*to *,RMB*/N, P/B*, up sell By*c)

6、If Room up sell charge is paid by the Company, choose the correct package code and make comments accordingly. 如果付費升級的費用是由公司付費的，同樣讓客人簽字確認(rèn)。 d) Reception must input the correct package code, UPS/UPI with the right rate difference. 前臺大使必須在系統(tǒng)中選擇正確的包價代碼。e) After the check-in process and the above have bee

7、n performed, the Reception need to copy the Registration card the and file in up selling as proof for a completion of up selling room and to check with the feed back report from TSA. 上述步驟完成后，前臺大使需要復(fù)印有客人簽字的入住登記單并存到付費升級的文件夾內(nèi)作為憑證，同時用來和TSA報表進(jìn)行核對。 The Key driver will remind the potential guest/ buyer in

8、the daily briefing to ensure that the associates will be aware of the potential target guest so as to perform the up selling to achieve better revenue.賓客服務(wù)經(jīng)理會在每天的會議上跟大家分析潛在的付費升級客人。The key driver will check and block room with nice status for Reception to offer to up sell guest.賓客服務(wù)經(jīng)理每天會檢查準(zhǔn)備房間狀態(tài)非常好的房

9、間作為前臺接待升級房間用。Ambassador collect late checkout charge RMB200 from guest, post the charge to guests bill with the code part day #16200, print out the billing and hand over to Key driver.大使通過提供客人延遲退房至下午18：00收取的RMB200費用，用Part day#16200的code 入賬，客人結(jié)賬后打印賬單，下班前提交給GSM。 Key driver adjust the part day incentiv

10、e to TSA report after receive the part day bill from Reception.賓客服務(wù)經(jīng)理收到大使遞交的半天放費收入的賬單后，將該筆獎勵輸入到TSA報表中，和upsell 一起計算。FOM/AFOM will double confirm and acknowledge on the report form TSA and then submit to Accounts Department monthly.前廳部經(jīng)理或副經(jīng)理會隨時核對所有從TSA公司返回的報表，并在每月的結(jié)算期內(nèi)提供到財務(wù)部。Incentive Scheme entitleme

11、nt Incentive Scheme entitlement for individual team member, Flat fee for incentive depends on the room type up sell to guest:每個員工可以通過為客人付費升級拿到津貼，具體的津貼比例按照客人付費后升級到的房型決定。 a. To pay 8 % of the total incremental revenue based on up sell guest to Non suite room type 如客人付費升級到非套房的房型，可獲取升級付費總額的8%。 b. To pay

12、 for 10 % of the total incremental revenue based on up sell guest to suite room. 如客人付費升級到套房房型，則可獲取升級付費總額的10%。c. Ambassador collect late checkout charge RMB200 from guest, can also get 10% incentive. 大使通過提供客人延遲退房至下午18：00收取RMB200的費用，可獲取10%獎勵。Up selling incentives are applicable for Reception, Concierg

13、e Bellboy, Concierge Captain, Guest Service Officer, Chief Concierge and Guest Service Manager.可以獲取付費升級津貼的有：前臺大使，行李員，行李主管，賓客服務(wù)主任，禮賓司，賓客服務(wù)經(jīng)理。 The incentive will be paid to the associates by the following month, together with the salary. However, please note that appropriate deductions will be done for income tax from the gross salary獎勵補貼會和下個月工資一起發(fā)放，工資發(fā)放時會按照當(dāng)?shù)囟悇?wù)部門政策扣除一定稅費。The first ob