酒店部分專業(yè)術語解析

1、酒店部分專業(yè)術語解析酒店部分專業(yè)術語的解析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=全部競爭酒店的房間收入總和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嘉獎管理費IHG管理費=酒店總收入*合同商定的比率 IHG嘉獎管理費=酒店GOP*合同商定比率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,FB and other)-非營業(yè)部門總費用

2、（包括AG,SM,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。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)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=全部酒店房間收入總和全部酒店的可賣房總數(shù)GSTS來賓看法調(diào)查系統(tǒng)Guest Satisfaction Tra

3、cking SystemGSS= Guest Satisfaction Index. (A key measure within GSTS).A guest overall evaluation of the quality of service received during their stay.GSS來賓滿足程度指數(shù)（衡量GSTS的一個重要指標）。是來賓對入住期間所接受的服務的總體評價。ESPS=Employee Satisfaction Pulse Survey (員工滿足度調(diào)查)ESS= Employee Satisfaction Index(員工滿足指數(shù))衡量員工對公司及崗位的整體

4、滿足程度。Key Driver Report (關鍵項目報告)最影響ESS分值的五個問題。TQM全面質量管理TQM= Total Quality Management (全面質量管理)TQM is focusing on process improvement and innovations and the purpose is to find the problem root ca 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)覺問題，從而最終提高客人的總體滿足度。)9 steps of TQM pr

5、oject (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）QES質量評估系統(tǒng)QES= Quality Evaluation System (質量評估系統(tǒng))To ensure that

6、 we are consistently meeting guest expectations 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 complia

7、nce of our hotels resorts to Product and Service Standards of our brands.The Full Annual Audit is mandatory and needs to be completed once a year by all hotels. The audit provides rs the opportunity to:Efficiently monitor the compliance to the essential standardso Fire Life Safetyo Brand Specific St

8、andardso Construction Designo Cleanliness Condition Standards品牌是 公司資產(chǎn)的一部分。品牌承諾是指根據(jù)從前設定的標準供應產(chǎn)品和服務。品牌服務的一貫性是首要的，否則顧客將失去品牌信任，由于他們不知道將在我們酒店得到什么。在產(chǎn)品和服務標準上的不連貫性將會極大的影響顧客的忠誠度，甚至降低收入。為確保我們能不斷的滿意客人期望，提高產(chǎn)品和服務，我們需要適時的自查一下，明確我們處在什么位置，哪些地方需要提高。QES作為自查工具，能較好的檢查集團品牌產(chǎn)品服務標準的執(zhí)行狀況及敏捷性。年度審核是強制性的，全部酒店每年必需審核一次。審核給用戶供應了下列

9、機會：1.有效地監(jiān)控基本標準的執(zhí)行狀況火災預防生命平安 品牌細節(jié)標準 建筑工程設計 清潔衛(wèi)生2.可以將執(zhí)行分數(shù)與區(qū)域最低標準比較3.低于區(qū)域最低標準的方面制定行動方案4.可在酒店內(nèi)部進行縱向比較或不同酒店間橫向比較完成年度審核后，審核報告將會自動發(fā)給酒店所在地區(qū)總經(jīng)理、區(qū)副營運總監(jiān)、亞太區(qū)（AP）技術服務人員和亞太區(qū)質監(jiān)員供他們參考。接著將會依據(jù)酒店低于最低標準的方面列出詳細管理行動方案。PMS酒店經(jīng)營管理系統(tǒng)PMS= Property Management System (酒店經(jīng)營管理系統(tǒng))酒店主要使用Lanmark, Fidelio, Opera等。SOP(標準經(jīng)營程序)SOP= Stan

10、dard Operating Procedures (標準經(jīng)營程序)There are 2 types of Standard Operating Procedures (SOPs) d by InterContinental Hotels Group, namely (i) Training SOPs and (ii) Flow Chart SOPs. Each hotel will be required to -use this framework and customise the SOPs accordingly to suit their individual hotel requ

11、irements.每一酒店需依據(jù)各自要求使用此結構及定制 SOP。All the SOPs can be download from I-Connect.全部的SOP都可以從I-Connect上下載。KNR重要公司協(xié)議價KNR (Key Negotiated Rate)= 重要公司協(xié)議價- Responsible by IHG Global Key Account Manager - 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)- Proper strategy apply and contro

12、l (需要制定正確的策略)LNR"當?shù)?quot;公司協(xié)議價LNR(Local Negotiated Rate)= "當?shù)?quot;公司協(xié)議價Sign 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）Priority focus

13、 in 2022 （是2022年的重點）RFP= Request for Proposal (合作協(xié)議申請)- 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)銷售辦公室會供應幫助）- Applied major from KNR （主要應用于KNR（重要公司協(xié)議價） ）- Available to accounts worldwide （適用于全球范圍的客戶）FIT (散客)FIT=Fully Independent Traveler (散客)Book r

14、oom 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算。IBP(綜合經(jīng)營方案)IBP= Integrated Business Plan(綜合經(jīng)營方案)Hotel complete figure/information system, including operational and non-operational data, involved in rooms, FB and all the other departemnt. Fro

15、m IBP you can clearly see the budget, actural, forecast numbers, hotel strategies and other quality control performance, such as TQM, ESPS， GSTS, PCR enrollment. To make the information 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，餐飲及全部的其它部門。通過IBP可以清晰的看到酒店的預算、實際及猜

16、測數(shù)據(jù)，酒店的經(jīng)營策略以及其它質量掌握方面的表現(xiàn)，例如TQM, ESPS, GSTS, PCR會員進展等。為了保證IBP信息的正確性及活躍性，必需準時更新數(shù)據(jù)。CRO (全球預訂中心)VCRO= Virtual Central Reservation OfficeVCRO is the program of CRO. When Guest Service Center received room reservation requirement by phone call, operators will confirm it is the same day reservation or the

17、day after. If it is latter, operator will transfer the phone to CRO. CRO has exactly the same data as our reseration department has. It is good for our reservation to reduce the phone call answering presure and can maximumly answer the phone call to make sure non of the business lost due to the busy telephone line. When