国际酒店前厅管理手册前台接待12-03 付费升级Upselling Procedure - TBA

1、国际酒店前厅部操作手册酒店管理之家前厅部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

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-12-03Effective Date:22/10/2013Division:Front Office前厅部Revised Date:22/10/2013Section:ReceptionPrepared by : Lynn LiuApproved by 批准人:SUBJECT:Up Selling 付费升级_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办公室 and enhances guest satisfaction and needs.最大化酒店的客房收入，向客人推荐更好的房型，提高宾客满意度。To motivate associate and in return achieve recognition for increasing revenues.为提高大使积极性，给分一定比例的红利。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.付费升级是将客人推荐更好的房型，说服客人付费入住。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:当客人有付费升级需求时，前台大使需要在系统中

5、进行以下操作： a) Fill in the Misc form and request guest to sign for the up sell difference. 填写杂项凭证，让客人为升级的差价签字。b) To input the correct up sell package code, and make comments as:” up sell from *to *,RMB*/N,P/B *,Up sell by* 输入正确的Up selling Package.在comments输入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. 如果付费升级的费用是由公司付费的，同样让客人签字确认。 d) Reception must input the correct package code, UPS/UPI with the right rate difference. 前台大使必须在系统中选择正确的包价代码。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. 上述步骤完成后，前台大使需要复印有客人签字的入住登记单并存到付费升级的文件夹内作为凭证，同时用来和TSA报表进行核对。 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.宾客服务经理会在每天的会议上跟大家分析潜在的付费升级客人。The key driver will check and block room with nice status for Reception to offer to up sell guest.宾客服务经理每天会检查准备房间状态非常好的房

9、间作为前台接待升级房间用。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.大使通过提供客人延迟退房至下午18：00收取的RMB200费用，用Part day#16200的code 入账，客人结账后打印账单，下班前提交给GSM。 Key driver adjust the part day incentiv

10、e to TSA report after receive the part day bill from Reception.宾客服务经理收到大使递交的半天放费收入的账单后，将该笔奖励输入到TSA报表中，和upsell 一起计算。FOM/AFOM will double confirm and acknowledge on the report form TSA and then submit to Accounts Department monthly.前厅部经理或副经理会随时核对所有从TSA公司返回的报表，并在每月的结算期内提供到财务部。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:每个员工可以通过为客人付费升级拿到津贴，具体的津贴比例按照客人付费后升级到的房型决定。 a. To pay 8 % of the total incremental revenue based on up sell guest to Non suite room type 如客人付费升级到非套房的房型，可获取升级付费总额的8%。 b. To pay

12、 for 10 % of the total incremental revenue based on up sell guest to suite room. 如客人付费升级到套房房型，则可获取升级付费总额的10%。c. Ambassador collect late checkout charge RMB200 from guest, can also get 10% incentive. 大使通过提供客人延迟退房至下午18：00收取RMB200的费用，可获取10%奖励。Up selling incentives are applicable for Reception, Concierg

13、e Bellboy, Concierge Captain, Guest Service Officer, Chief Concierge and Guest Service Manager.可以获取付费升级津贴的有：前台大使，行李员，行李主管，宾客服务主任，礼宾司，宾客服务经理。 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奖励补贴会和下个月工资一起发放，工资发放时会按照当地税务部门政策扣除一定税费。The first ob