酒店常用行業(yè)指標(biāo)

1、。1.ARI 平均房?jī)r(jià)指數(shù)Average Rate Index是指房間平均房?jī)r(jià)在市場(chǎng)上所占比例。計(jì)算公式為：酒店平均房?jī)r(jià)/市場(chǎng)平均房?jī)r(jià)備注：市場(chǎng)平均房?jī)r(jià) =所有競(jìng)爭(zhēng)酒店的房間收入總和2.CTP 營(yíng)業(yè)利潤(rùn)貢獻(xiàn)Contribution to Trading Profit計(jì)算公式為： IHG營(yíng)業(yè)利潤(rùn)貢獻(xiàn) =IHG管理費(fèi) +IHG獎(jiǎng)勵(lì)管理費(fèi)IHG 管理費(fèi) =酒店總收入 * 合同約定的比率IHG 獎(jiǎng)勵(lì)管理費(fèi) =酒店 GOP*合同約定比率3.GOP總經(jīng)營(yíng)利潤(rùn) Gross Operating Profit計(jì)算公式：酒店各生產(chǎn)營(yíng)業(yè)部門營(yíng)業(yè)毛利總和（包括 Room,F&B and other)- 非營(yíng)業(yè)

2、部門總費(fèi)用（包括 A&G,S&M,Engineering and Energy).各生產(chǎn)營(yíng)業(yè)部門營(yíng)業(yè)毛利=收入 - 直接成本 - 營(yíng)業(yè)費(fèi)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(chǎng)的 RevPAR（市場(chǎng)每間可賣房收入）市場(chǎng) RevPAR=所有酒店房間收入總和所有酒店的可賣房總數(shù)6

3、.GSTS賓客意見調(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(gè)重要指標(biāo)）。是賓客對(duì)入住期間所接受的服務(wù)的總體評(píng)價(jià)。1。7.ESPS員工滿意度調(diào)查Employee Satisfaction Pulse SurveyESS=Employee Sati

4、sfaction Index( 員工滿意指數(shù) ) 衡量員工對(duì)公司及崗位的整體滿意程度。Key Driver Report (關(guān)鍵項(xiàng)目報(bào)告 ) 最影響 ESS分值的五個(gè)問(wèn)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 overallsatisfaction. (TQM 致力于程序的改進(jìn)和創(chuàng)新，目的是從根本上發(fā)現(xiàn)問(wèn)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(gè)步驟 ) ：1)Project selection (項(xiàng)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(rèn)）7) Standardization（標(biāo)準(zhǔn)化）8) Setup maintenance system（建立維護(hù)系統(tǒng)）9) Review（回顧）9.PMS酒店經(jīng)營(yíng)管理系統(tǒng)Property Management Sys

6、tem酒店主要使用 Lanmark, Fidelio, Opera等。10.SOP標(biāo)準(zhǔn)經(jīng)營(yíng)程序 Standard Operating ProceduresThere are 2 types of Standard Operating Procedures (SOPs) used by Hotels Group, namely (i) Training SOPsand (ii) Flow Chart SOPs. Each hotel willbe required to use this framework and customized the SOPsaccordingly to suit t

7、heir 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。2。All the SOPs can be download from website.所有的 SOP都可以從集團(tuán)網(wǎng)站上下載。11.KNR重要公司協(xié)議價(jià)Key Negotiated Rate- Responsible by Global Key Account Manager (由集團(tuán)全球客戶經(jīng)理負(fù)責(zé))- Offer special rate generally (通常價(jià)格較低 )- Renew contract by RFP (由總部統(tǒng)一續(xù)簽合同 )- Proper strat

8、egy apply and control (需要制定正確的策略 )12.LNR"當(dāng)?shù)?" 公司協(xié)議價(jià) 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(gè)公司的間夜量少 )Higher contract rate than KNR mostly (通常比 KNR的合同價(jià)格高 )Renew contract by Sales（通過(guò)銷售人員續(xù)簽合同）Priority

9、focus in 2007（是 2007 年的重點(diǎn)）13.RFP 合作協(xié)議申請(qǐng) 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(guó)區(qū) / 地區(qū)銷售辦公室會(huì)提供協(xié)助）- Applied major from KNR（主要應(yīng)用于 KNR（重要公司協(xié)議價(jià)）- Available to accounts worldwide（適用于全球范圍的客戶）14.FIT散客 Fully Independent TravelerBook room

10、individually, no organizer, clear account directly by him/herself when check-out.個(gè)人訂房，沒(méi)有組織者，退房時(shí)直接與酒店結(jié)算。15.DND 請(qǐng)勿打擾 Do Not Disturb- DND light （ DND燈亮）- DND signage （懸掛 DND標(biāo)志牌）。3。16.VIP非常重要的人 Very Important Person-Hotel has different standard for different VIP set up, including fruitbasket,floweretc.(

11、 酒店對(duì)不同的 VIP 級(jí)別有不同的標(biāo)準(zhǔn)，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 CEOetc.PCRplatinummemberisVIPB, Golden member is VIPC.(VIPA主要包括政府首腦，官員，公司CEO，及社會(huì)名流等 ,白金會(huì)員是 VIPB，黃金會(huì)員是 VIPC)17.IBP 綜合經(jīng)營(yíng)計(jì)劃 Integrated Business PlanHotel complete figure/information system,

12、including operational andnon-operational data, involved in rooms, F&Band all the other department. From IBP you can clearly see the budget, actual, forecast numbers, hotel strategies and other quality control performance, such as TQM,ESPS， GSTS, PCRenrollment. To make the information correct and

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

14、ouslyimprovingour productsand services,we need to measure ourperformance to understand where we are, and what we need to improve on.The QualityEvaluationSystem is a toolthatfulfillsthe role;itmeasuresthe consistency and compliance of our hotels & resorts to Product and Service Standards of our brands.品牌是公司資產(chǎn)的一部分。品牌承諾是指按照先前設(shè)定的標(biāo)準(zhǔn)提供產(chǎn)品和服務(wù)。品牌服務(wù)的一貫