酒店常用行業(yè)指標

1、1.ARI 平均房價指數(shù)Average Rate Index是指房間平均房價在市場上所占比例。計算公式為：酒店平均房價/ 市場平均房價備注：市場平均房價 =所有競爭酒店的房間收入總和2.CTP 營業(yè)利潤貢獻Contribution to Trading Profit計算公式為： IHG 營業(yè)利潤貢獻 =IHG 管理費 +IHG 獎勵管理費IHG 管理費 =酒店總收入 *合同約定的比率IHG 獎勵管理費 =酒店 GOP* 合同約定比率3.GOP 總經(jīng)營利潤Gross Operating Profit計算公式：酒店各生產(chǎn)營業(yè)部門營業(yè)毛利總和（包括 Room,F&B and other)- 非營業(yè)部

2、門總費用（包括 A&G,S&M,Engineering and Energy).各生產(chǎn)營業(yè)部門營業(yè)毛利=收入 -直接成本 -營業(yè)費用。4.RevPAR 平均每間可賣房間的收入Revenue Per Available Room公式為： RevPAR= Total Room Rev.房間總收入Total Available Room可賣房總數(shù)5.RGI 收入產(chǎn)生指數(shù) Revenue Generation Index公式為： RGI= 酒店 RevPAR （平均每間可賣房收入）市場的 RevPAR （市場每間可賣房收入）市場 RevPAR= 所有酒店房間收入總和所有酒店的可賣房總數(shù)6.GSTS 賓

3、客意見調(diào)查系統(tǒng)Guest Satisfaction Tracking SystemGSS= Guest Satisfaction Index. (A key measure within GSTS).A guest overall evaluation of the quality of service received during their stay.GSS 賓客滿意程度指數(shù)（衡量 GSTS 的一個重要指標）。是賓客對入住期間所接受的服務(wù)的總體評價。.7.ESPS 員工滿意度調(diào)查Employee Satisfaction Pulse SurveyESS= Employee Satisfa

4、ction Index( 員工滿意指數(shù) )衡量員工對公司及崗位的整體滿意程度。Key Driver Report ( 關(guān)鍵項目報告 )最影響 ESS 分值的五個問題。8.TQM 全面質(zhì)量管理Total Quality ManagementTQM is focusing on process improvement and innovations and the purpose is to find the problem root cause so that to meet guest overall satisfaction. (TQM致力于程序的改進和創(chuàng)新， 目的是從根本上發(fā)現(xiàn)問題， 從而

5、最終提高客人的總體滿意度。 )9 steps of TQM project (TQM的九個步驟)：1) Project selection ( 項目選擇 )2) Setup data collection system（建立數(shù)據(jù)搜集系統(tǒng)）3) Data analysis （數(shù)據(jù)分析）4) Diagnosis （診斷）5) Solution （解決方案）6) Confirmation （確認）7) Standardization （標準化）8) Setup maintenance system（建立維護系統(tǒng)）9) Review（回顧）9.PMS 酒店經(jīng)營管理系統(tǒng)Property Manageme

6、nt System酒店主要使用 Lanmark, Fidelio, Opera等。10.SOP 標準經(jīng)營程序Standard Operating ProceduresThere are 2 types of Standard Operating Procedures (SOPs) used by Hotels Group, namely (i) Training SOPs and (ii) Flow Chart SOPs. Each hotel will be required to use this framework and customized the SOPs accordingly

7、to suit their individual hotel requirements.每一酒店需根據(jù)各自要求使用此結(jié)構(gòu)及定制SOP 。.All the SOPs can be download from website. 所有的 SOP 都可以從集團網(wǎng)站上下載。11.KNR 重要公司協(xié)議價Key Negotiated Rate- Responsible by Global Key Account Manager (由集團全球客戶經(jīng)理負責(zé))- Offer special rate generally (通常價格較低 )- Renew contract by RFP (由總部統(tǒng)一續(xù)簽合同 )-

8、Proper strategy apply and control (需要制定正確的策略 )12.LNR 當?shù)?公司協(xié)議價 Local Negotiated RateSign Contract with hotel directly (直接與酒店簽訂協(xié)議 )Big amount of account and lower contribution from each ( 客戶多，但是每一個公司的間夜量少 )Higher contract rate than KNR mostly (通常比 KNR 的合同價格高 )Renew contract by Sales（通過銷售人員續(xù)簽合同）Priorit

9、y focus in 2007（是 2007 年的重點）13.RFP 合作協(xié)議申請Request for Proposal- Mostly sign or renew on yearly basis (大多數(shù)每年簽訂或續(xù)簽一次)- NSO/RSO often provide assistance （中國區(qū) /地區(qū)銷售辦公室會提供協(xié)助）- Applied major from KNR （主要應(yīng)用于 KNR （重要公司協(xié)議價）- Available to accounts worldwide（適用于全球范圍的客戶）14.FIT散客 Fully Independent TravelerBook ro

10、om individually, no organizer, clear account directly by him/herself when check-out.個人訂房，沒有組織者，退房時直接與酒店結(jié)算。15.DND請勿打擾 Do Not Disturb- DND light （ DND 燈亮）- DND signage （懸掛 DND 標志牌）.16.VIP非常重要的人Very Important Person-Hotel has different standard for different VIP set up, including fruit basket, flower e

11、tc.( 酒店對不同的 VIP 級別有不同的標準，包括果盤，鮮花等。 )-Hotel has VIPA,B,C( 酒店有 VIPA 、B、C 不同的設(shè)定 )-VIPA mainly Government leaders, company CEO etc. PCR platinum memberis VIPB, Golden member is VIPC.(VIPA 主要包括政府首腦， 官員，公司 CEO ，及社會名流等 , 白金會員是 VIPB ，黃金會員是 VIPC)17.IBP 綜合經(jīng)營計劃Integrated Business PlanHotel complete figure/info

12、rmation system, including operational and non-operational data, involved in rooms, F&B and all the other department. From IBP you can clearly see the budget, actual, forecast numbers, hotelstrategies and other quality control performance, such as TQM, ESPS ， GSTS, PCR enrollment. To make the informa

13、tion correct and alive, need to update in time.IBP 是酒店完整的數(shù)據(jù)信息綜合系統(tǒng)， 包括經(jīng)營的及非經(jīng)營的數(shù)據(jù)資料。 涉及客房，餐飲及所有的其它部門。通過 IBP 可以清楚的看到酒店的預(yù)算、實際及預(yù)測數(shù)據(jù)，酒店的經(jīng)營策略以及其它質(zhì)量控制方面的表現(xiàn)， 例如 TQM, ESPS, GSTS, PCR 會員發(fā)展等。為了保證 IBP 信息的正確性及活躍性，必須及時更新數(shù)據(jù)。18.QES 質(zhì)量評估系統(tǒng) Quality Evaluation SystemTo ensure that we are consistently meeting guest expe

14、ctations and continuously improving our products and services, we need to measure our performance to understand where we are, and what we need to improve on. The Quality Evaluation System is a tool that fulfills the role; it measures the consistency and compliance of our hotels & resorts to Product and Service Standards of