国际酒店前厅管理手册Front Office Reception-RM-FO-GS-03-03 Market code and rate codes and booking source

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES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。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。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-03-03Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Market code & Rate code 市场代码,价格代码及预订来源_OBJECTIVE目的：Identify each Market/Rate codes in PMS, 认知各个市场代码,价格代码.POLICY政策：The market/rate

3、 codes could help you to get through with guest reservation.市场代码,价格代码及预订来源可帮助大使更深入的了解客人的预订信息.PROCEDURES 程序： Market CodesThe two categories of market codes, group and transient, are further divided into specific segments which tell you the reason the guest is staying at the hotel.两种不同的市场类型：团队及散客，可更多的

4、分成不同的种类帮助大使了解客人住店的目的。1. Group Market Codes 团队市场代码 Group market codes always start with a letter and change for each group. There may be several different groups checked-in to your hotel at the same time, and each group will have its own market 团队市场代码通常以团队名字的首字母开头，同时有不同团队在店时，每个团队都有自己的市场代码2. Transient

5、 Market Codes 散客市场代码Transient market codes always start with a number, unlike groups, they do not change. The same market code is used over and over again for each guest that is booked at that rate. There are four categories of transient rates, and each category contains several different rates. The

6、 four categories are: 散客市场代码通常以数字开头，该代码是不变的，同样的市场代码会用在所有通过相同渠道及价格的预订中。共有四种不同的散客市场代码2.1 REGULAR TRANSIENT RATES, which include:通常的散客价包括: *Rack Rate门市价 Rack rate is the highest published rate of a standard guest room and is the rate that discounts are based upon. 门市价是对外公布的一个标准房价,也是折扣的依据*Corporate公司价 A

7、 corporate rate, which is lower than the rack rate, is offered to guests traveling on business.公司价比门市价要低,是为差旅的客人提供的*Concierge or Club 门房或俱乐部价 For hotels that offer a Concierge or Club Level, there is a Concierge or Club rate. This rate is usually higher than the corporate rate due to the extra ameni

8、ties and service the guest receives.为酒店,提供礼宾或俱乐部层面上,有一个门房或俱乐部率.它的费用比公司价要高一些,因为客人要求其它的设施和服务.* Weekend周末 Hotels usually offer a weekend rate on Friday and Saturday nights. Depending on the type of property, the weekend rate may be higher or lower than the weekday rate酒店在周五和周六晚一般都根据不同的房型提供一个周末价.周末价格一般比

9、工作日价或高或低.2.2 BUSINESS TRANSIENT RATES, which include:商务市场代码* Special Corporate 公司特价Special Corporate rates are set up for companies whose employees use Marriott Hotels when they travel. The companies who have special corporate rates vary at each hotel, and company identification may be required to s

10、ecure this rate.公司特价是为了方便万豪集团旗下的员工外出旅行.每一家酒店的费用都不同.*Travel Agency Rates 旅行社价格Larger travel agencies, such as American Express Travel, which book large numbers of Rooms办公室 at Marriott Hotels, have a special travel agency rate they can offer their clients.大型的旅行社像是美运旅行社,在万豪预订了大量的酒店,它可以为自己的客人提供特殊的价格.2.3

11、 DISCOUNT TRANSIENT RATES, which include:折扣价包含* Advance Purchase 提前购买 Advance purchase rates are discounted rates offered for booking and making payment in advance. These rates are lower, however the guest must book theirreservation within certain time frames and reservations cannot be changed or ca

12、ncelled or the guests forfeits their deposits.提前购买是给提前预订和支付的利率,这种价格非常低但是客人一定要在一定时间范围 内做好预订并且不能更改或取消,否则客人要赔上她的押金* Promotional Rates 促销价 These rates are offered to qualifying individuals and special identification is necessary to obtain these rates. The rates vary by hotel and are offered on a space a

13、vailable basis, which means that if your hotel is expected to sell out on a certain night, the discounted rate may not be available. You will need to find out what promotional rates are offered at your hotel and what qualifies a guest to receive the rate.Examples of promotional rates are: Government

14、 Encore or Entertainment / Travel America V.I.P Athletic Rate这些利率都是提供给个人的,和特殊的身份来获得这样的费用.该费用因为酒店的不同,在一定的可以空间基础上,意味着如果你的酒店期望销售一定的房晚,折扣价就不适用.你将需要找出你们酒店所提供的促销价以及什么样的客人符合接受这样房费.例如;政府要求2.4 PACKAGE TRANSIENT RATES, which include 套餐价* Packages Certain packages may be offered which include a room and other

15、amenities. Example sare the Two for Breakfast rate, which includes breakfast for two, or a hotel near a major attraction may offer a package, Which includes a room and admission to the attraction. Packages vary by property, so you will need to find out What packages your hotel offers. 一定的套餐一般包含房费和其他

16、设施设备.例如包含两份早餐,如果你的酒店靠近景区套餐有可能包括景区的入场费.套餐根据酒店性质的不同而不同.因此你要找到酒店都提供什么样的套餐. * Net Wholesale 净批发 Wholesalers and Tour Operators sell packages to their clients, which include hotel Rooms办公室. Guests on wholesale rates usually present a voucher for payment of their room and should NEVER see the rate the hot

17、el is charging the wholesaler, as they have paid the wholesaler a higher rate for the room.批发商和旅行社将套餐卖给客人.批发价格预订过来的客人一般会带着记载有支付方式的礼券过来并且永远看不到批发公司的价格,因为他们付给批发公司的价格要比批发公司付的高10xxxx=Regular rate普通价格12xxxx=Corporate Rate公司价16GOVA=Government & Military Rate 政府,军用价17xxxx=Special Negotiated Corporate Rate特殊协议的公司价19xxxx=Long Term Stay长期入住21xxxx=Package Rate套餐价25xxxx=Qualified discount Rate 合适折扣价26xxxx=Whole Sale Rate批发价28MARH=Marriott Associate Rate万豪员工价28MARF=Marriott Fami