完成版VIPCATEGORIESSOP201006

1、 STANDARD OPERATING PROCEDURESSTANDARD OPERATING PROCEDURESVIP CATEGORIES AND MILLENIUM STAY PROGRAMVIP PROGRAM INDEX 貴賓計(jì)劃目錄Task No. Description描述VIP01 VIP Codes and Descriptions 貴賓級(jí)別及描述 VIP02 Return Guest Program 回頭客計(jì)劃VIP03 Milestone Stays 常規(guī)入住客人VIP04 Suite Bookings 套房客人TASK NO : VIP01VIP CODES AND

2、 DESCRIPTIONS貴賓級(jí)別及描述DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTANDARD PROCEDUREWHYVIP status should be reconfirmed by Reservations when they make the booking. VIP客人在做預(yù)定時(shí)要被確認(rèn).Details should be inputted into the system stating who granted the

3、guest VIP status.細(xì)節(jié)應(yīng)該由確認(rèn)者輸入電腦.Guest History Controller will monitor VIP status in the future to ensure it remains valid.客戶信息管理者將監(jiān)控VIP狀況并保證這些信息在將來還可以使用.VIP status must be granted by Excom members, the FOM, or Guest Relations Manager onlyVIP客人身份只可以由 行政高層管理者，F(xiàn)OM 或客戶關(guān)系經(jīng)理批準(zhǔn).VIP 5 Regular Guests and Long

4、Stay Guests 貴賓級(jí)別五：定期來訪及常住客人Regular Guests and Long Stay Guests (14 nights or more). A Regular Guest must have stayed at least twice before and also continue to stay twice every twelve months otherwise VIP status will be removed.定期來訪及常住客人A（一次入住十四天或以上）。定期來訪的客人是指以前入住酒店兩次，而且在以后的一年之中還要入住兩次的客人，否則貴賓級(jí)別自動(dòng)消除。

5、VIP 4 Milestone Stay Guests貴賓級(jí)別四：常規(guī)入住客人VIP 3 Special Occasion Guests 貴賓級(jí)別三：特殊來訪客人Guests staying with us at the time of a special occasion (Wedding Anniversary, Birthday, Honeymoon etc), very demanding guests or guests returning after a previous complaint指客人此次入住時(shí)正遇特殊紀(jì)念日（例如結(jié)婚紀(jì)念日，生日，新婚旅行等等），還指一些比較苛刻的客人

6、或上次入住有過投訴的客人。VIP 2 Special Attention Guests貴賓級(jí)別二：特殊關(guān)注客人Important guests to Sales and Marketing (Meeting Planners, Fam Groups, Presidents of Key Accounts, Site Inspections etc), the Media, Celebrities, minor CEOs, Premium Suite Occupants (at rack rate) and CHAP executives (note no amenities to be sen

7、t to CHAP executives other than fruit and water).指對(duì)酒店市場銷售部重要的客人（例如會(huì)議策劃者，團(tuán)隊(duì)組織者，重要客戶公司的總裁，預(yù)定決策人）媒體客人，名人，首席執(zhí)行官，高級(jí)套房入住者（付門市價(jià)格）以及卡爾森集團(tuán)亞太區(qū)高職（此類客人只享用水果和礦泉水）VIP 1 Top VIPs貴賓級(jí)別一：頂級(jí)貴賓Heads of State, National Dignitaries, CEOs of major “Fortune 100” type companies and our Owners. To be used sparingly and norma

8、lly only the Managing Director or Hotel Manager may designate a guest VIP 5.國家領(lǐng)導(dǎo)，高級(jí)官員，“財(cái)富100”有排名之重要公司首席執(zhí)行官，以及酒店的業(yè)主們。只有運(yùn)營總監(jiān)和酒店經(jīng)理可對(duì)如上客人做出定義。All VIPs grade 1, 2,3,4 will receive Butler service during their stay.所有的級(jí)別在一至四的貴賓客人，在住店期間都享受貼身管家服務(wù)。TASK NO : VIP02RETURN GUEST PROGRAM回頭客計(jì)劃DEPARTMENT: Front Offi

9、ce APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTANDARD PROCEDUREWHYGuest Relations will attempt to speak with the guest personally during their second stay. Preferably face to face.客務(wù)關(guān)系接待員在客人第二次來的時(shí)候要與客人面對(duì)面的溝通。If unable to contact the guest a prepared and signed letter

10、 will be sent to the guests room from the Guest Relations Manager. 如果不能與客人聯(lián)系最好送一封由經(jīng)理簽字的歡迎信。Guest will be invited to make a choice of two items from the prepared list. 客人將從列表中選擇一種邀請方式。Choices will be noted as a preference and passed to the Guest History Controller for future reference. 選項(xiàng)將作為一個(gè)客人偏愛傳達(dá)給

11、GHC。If unable to contact the guest this must also be noted as a reminder for the next visit.如果不能與客人聯(lián)系上，在客人下次入住時(shí)必須提醒。Guest History Controller adds update after checking profile.GHC更新客人記錄。All guests will receive one bottle of still and sparkling mineral water and a simple fruit plate on check in. (App

12、rox cost RMB35)所有的回頭客人在入住時(shí)都將有一瓶汽礦和一盤水果作為禮品。（RMB35成本）Each guest will be contacted during their second visit to be offered more personalized amenities from their third stay onwards when they become VIP5. The emphasis will be on personalized and practical. Guests will be offered a choice of one item fr

13、om a prepared list below:每一位客人在第二次入住酒店時(shí)將被詢問是否有個(gè)人的禮品喜好，將從第三次入住后提供。（稱為貴賓級(jí)別五之后）。需要強(qiáng)調(diào)的是個(gè)人化的，實(shí)用的禮品。 有一份酒店提供的禮品清單供客人選擇。Food食品Deluxe Fruit Basket (approx RMB70)豪華果籃（成本RMB70）Chocolates (approx RMB25)巧克力（成本RMB25）Cookies (approx RMB20)點(diǎn)心（成本RMB20）Cheese Plate (approx RMB50)奶酪（成本RMB50）Evening Petit Fours (appro

14、x RMB20)晚間甜品（RMB20）Canaps (approx RMB20)Snacks (approx RMB20)小吃（成本RMB20）Drinks飲品Red Wine (RMB100)紅葡萄酒White Wine (RMB100)白葡萄酒Beer (Tsing Dao (RMB3), Heineken (RMB7.5), Erdinger (RMB17), Corona (RMB7.5)Soft Drinks (Coke (RMB2), Diet Coke (RMB2), Sprite (RMB2), Tonic (RMB3.5), Ginger Ale (RMB3.5), Mira

15、nda (RMB2) Deluxe Mineral Water each day (approx RMB20)每日礦泉水（成本RMB20）Fruit Juices (3 different, RMB10 approx per 100ml)Starbucks coffee each morning (approx RMB30)每日星巴克咖啡（成本RMB30）(NOTE - Starbucks closed until 8am!)Others其他Flowers (?)鮮花Aromatherapy Candles (?)香蕈浴蠟燭Aromatherapy Bath Oil (?)香蕈精油A Ciga

16、r (?)雪茄Music (approx RMB75)音樂（大致成本RMB75）Magazine of choice (subject to availability, approx RMB80)可選的雜志（視情況，大致成本RMB80）If a guest is a regular FIT (more than five visits) and is noted to be traveling with family on a trip then:如果客人是常來的客人（多于五次）并且這次是和家人一起來的：- a one off upgrade by one category should be

17、 offered if possible.在盡可能的情況下提供一級(jí)的免費(fèi)升級(jí)。 To give recognition to guests staying with us more than once and to make them feel more at home in our hotel. 給予常來客人更多的重視，讓他們感覺到家的感覺。TASK NO : VIP03MILESTONE STAYS常規(guī)入住客人DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK

18、BREAKDOWNSTANDARD PROCEDUREWHYAs part of our VIP Guest Program we will offer a special gift and a tailored F+B item to our most regular guests on every 10th visit. The F+B item should, if possible, reflect the guests personal preferences. 作為貴賓級(jí)別之一的常規(guī)入住客人，在每十次入住時(shí)，都將得到酒店提供的特殊禮物和量身定制的餐飲項(xiàng)目。餐飲項(xiàng)目盡可能滿足客人的喜

19、好。The Guest History Controller will note that a regular guest returning to the hotel will be visiting us on a designated Milestone Stay.客史資料管理員將在系統(tǒng)中注明哪些客人此次入住是常規(guī)的住店次數(shù)。The Guest Relations Manager will be responsible for liaising with F+B for the item and its delivery to the room. He will also be resp

20、onsible to select a gift item for the guest and ensure it is presented with a suitable card from the Management to thank the guest for their support and patronage of the hotel.客務(wù)關(guān)系經(jīng)理負(fù)責(zé)與餐飲部聯(lián)系將要提供給客人的餐飲項(xiàng)目并確保送至客人房間。還需負(fù)責(zé)禮品的選擇，并確保相關(guān)經(jīng)理的簽名信放置客人房間，以感謝客人的光顧。VIP status updated for that visit to VIP4.由此，常規(guī)入住客人

21、的貴賓級(jí)別升級(jí)為四級(jí)。On the date of arrival the guests visit will be discussed during the morning briefing.在客人到店當(dāng)天，客人的信息將在早例會(huì)上進(jìn)行討論。Guest will be greeted upon check in and the officer taking care of them will explain the special occasion. For the most important of regular guests one of the Management should gr

22、eet the guest personally.客人在入住時(shí)將受到熱情問候，和特別關(guān)照，并被告知此次入住數(shù)。對(duì)于特別常住的客人，要有一位經(jīng)理親自問候。TASK NO : VIP04SUITE BOOKINGS套房客人DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTANDARD PROCEDUREWHYWhen preparing the next day arrivals list the Rooms Administrator will

23、 note any bookings for suites reserved at the correct rate. A note will be put into the PMS for the guests benefits.房間管理員在準(zhǔn)備下次來店的報(bào)表時(shí)，將檢查套房的房價(jià)是否正確。在系統(tǒng)中注明客人的優(yōu)惠待遇。The guest will be explained about his additional benefits whilst be escorted to his accommodation.在引領(lǐng)客人去房間的時(shí)候，客人將被告知新增的優(yōu)惠，The Butler will gr

24、eet the guest on check in, offer his assistance and inquire about the bathroom amenities.客房管家將迎接客人，并向客人介紹浴室設(shè)備。Whilst not strictly VIP all guests who reserve a suite at an applicable suite rate (not upgraded) will receive the following additional benefits:同時(shí)所有以套房價(jià)格預(yù)定套房的客人將享受以下優(yōu)惠：Access to the Regent

25、Club.使用行政樓層。Butler Service throughout their stay.無所不在的客房管家服務(wù)。An offer of enhanced bathroom amenities from a preselected range.在預(yù)選的范圍內(nèi)增加浴室設(shè)備。AMENITIES SUMMARY TABLEVIP 0 First Time and Return GuestsVIP 5 Regular, five visits and over and Long Stay GuestsVIP 4 Milestone StaysVIP 3 Special OccasionVIP

26、2 Special AttentionVIP 1 Top VIPStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterFruit PlateFruit PlateFruit PlateFruit PlateDeluxe Fruit PlateDeluxe Fruit PlatePersonal amenity from 3rd StayPersonal amenity Personal amenity Choice of:CakeChampagneF+B Item (to be proposed by F+B)F+B Item (to be proposed by F+B)Spirits Bar S