希爾頓收益管理英文版

#DistributionChannelManagementVoiceReservations-SellingProtocol-ThesellingprotocolistoquotetheBestAvailableRatefortherequestedstaypatternandforthecustomerspreferredroomtypeandthenupsellbyquotingtheUpgradedroomdescriptionandrateofthesameroomtype.Forexample:aKingsizebedtypewouldbequotedaswellas1KingBedExecutiveRoom.Basedonthecustomerspreferredroomtypetheagentwouldthenassumethesalebyaskingforacommitmentfromthecustomertopurchasearoom.Ifrateresistanceisencounteredthenextlowerrateofanyroomtypewouldthenbequotedifoneexists,orofferSRPsthatmayhavefeaturesorrestrictionsresultinginalowerroomrate.Ifthecallerrequestsaspecificrate,thestandardratequotationwillnotbeusedandtheonlyrateofferedisthecustomersrequestedrateifavailable.OngoingVoiceReservations-BookingMessagesIfyourhotelhasamessagethatthecustomerneedstobeawareofwhenmakingareservation,thenabookingmessageshouldbeplacedintheCRS.Forexample:poolisbeingrenovated.ForHiltonHotelsthepropertyfact/bookingmessageneedstobefacilitatedthroughGDM.ForDoubletreehotelsbookingmessagescanbeplaceddirectlyinOnQpM.AsneededStandardratequotationprotocolcanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>RMResourceCenter>gotoHRCCandselectVoiceDistributionProtocol.ThePropertyFacts/BookingMessageFormforHiltonHotelscanbefoundbyfollowingthepathbelow:OnQInsider>Departments>GlobalDistributionServices.DoubleclickonGlobalDistributionServices>GlobalDistributionManagement.UndertheoptionslistselectGDMForms>selectyourhotelbrandandgotothePropertyFacts/BookingMessageForm.DistributionChannelManagementCategoryTopicRevenueManagementStandardFrequencyInstructions,ReportsandToolstouseVoiceReservations-ShopCallsCross-functionalhotelteamtoconduct5shopcallspermonthforyourhoteldeskVoiceReservations-ShopCallsCross-functionalhotelteamtoconduct5shopcallspermonthforyourhoteldeskunlessadifferentstandardexistsforyourhoteldesk(callsmustbeconductedregardlessifyourhoteldeskrequiresornot).Callsshouldbeconductedbyvariousmembersofthehotelteam.AsindicatedinstandardDistribution-ChannelManagementIn-housereservationshotels:Shopin-housereservations5timespermonth.GothroughHRCCshopcalltrainingwhenconvertingtoaconsolidatedreservationsenvironment.Wherereservationsmanagersexist,theyshouldberesponsibleforconducting/delegatingshopcalls.VoiceForhotelswithconsolidatedhoteldesks:HotelstoparticipatewithHRCCorganizedfamAsindicatedinstandardReservationsTrainingandCommunicationwithHRCCtripsatleastonceperyear.HotelpersonnelmustvisitHRCCofficewherethehoteldeskexistsatleastonceperquarterand2ofthesetripsamemberoftheRevenueManagementDepartmentisrequiredtoattend.HotelmustparticipateonaDistribution-ChannelManagementconferencecallwithHRCCatleastoncequarterlyorasoftenasneededtomaintaineffectivesellingstrategies.UtilizethestandardHRCCshopcallformwhichcanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>RMResourceCenter>gotoHRCCandselectHotelReservationsandCustomerCare.Crosssellprotocolcanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>RMResourceCenter>gotoHRCCandselectVoiceDistributionProtocolandthenselectthelinkforCitySearch,AlternateHotels,CrossSell.ManyHRCCofficesuseaHotelCommunicationScorecardtoshowifstandardgoalsarebeingmetbyeachhotel.Measurementstatisticsincludenumberofshopcallscompleted,visitstothecenterandparticipationonmonthlyconferencecalls.FormoreinformationregardingthisScorecard,contacttheHRCCrepresentativeforyourhotel.Informationhotelscanprovidethehoteldeskare:ahotelvideo,PowerPointpresentation,rackbrochures,giveaways,andtrainingmaterialtohelptheagentsellthehotelmoreeffectively.ManyHRCCofficesuseaHotelCommunicationScorecardtoshowifstandardgoalsarebeingmetbyeachhotel.Measurementstatisticsincludenumberofshopcallscompleted,visitstothecenterandparticipationonmonthlyconferencecalls.FormoreinformationregardingthisScorecard,contacttheHRCCrepresentativeforyourhotel.Fornon-resorthotelswithlessthan600rooms,therevenuemanagementteammustvisitonceayearataminimum.Hotelpersonnelmustvisitaminimumoftwiceayear.

CategoryTopicRevenueManagementStandardFrequencyInstructions,ReportsandToolstouseDistribution-ChannelManagementVoiceReservations-CallVolumeStatisticsandConversionReportsReviewreportspostedontheHRCCResMAXwebsitewiththerevenuecommitteeonamonthlybasis.OpportunitiesforimprovementshouldbediscussedonregularconferencecallswiththerespectiveHRCCrepresentative.Reportscanbereviewedmoreregularlyifroomnightproductiondecreasesandthehotelwantstocrossreferencewithreservationcallvolume.MonthlyPleasecontactyourHRCCrepresentativeforthewebsiteaddressandpasswordforyourhoteldesk.City/ConventionVisitorsBureauWebSites(CVB)DRMtoreviewCVBwebsitesquarterlytoensurethehotelknowsalloftheeventsinthecitythatcouldimpactdemandandparticipateinanymarketingpromotionswhereapplicable.CompressionCalendarandpricingshouldbeupdatedaccordingly.Somecitiesalsoshowpromotionalratesforparticipatinghotelssothisshouldbereviewedtoensurehotelpricingiscompetitive.QuarterlyTheCVBdistributestotheDOSM(DirectorofSalesandMarketing)ofeachhotelacalendarofeventsthatcanhelphotelsunderstandfuturegroupbookings.CheckwiththeCVBtodeterminewhatreportsareavailableforreviewasitpertainstocitypromotions.Distribution-ChannelManagement

CategoryTopicRevenueManagementStandardFrequencyInstructions,ReportsandToolstouseDistribution-ManagementChannelPiM-PropertyInformationManagerEveryhotelisrequiredtomaintainallapplicableunrestrictedfieldsinPiMonanongoingbasis.ThisprocessshouldbefacilitatedbytheDRMwithcontributionsfromacrossfunctionalTeam.Note:ReviewtheHotelDescriptiontoensureitssearchenginefriendly.AnychangesneedtobefacilitatedbytheHotelContentTeam.Semi-annually(wasquarterly)uponachangeinhotelinformationDistribution-ManagementChannelInternet-BrandWebSitesHotelsshouldvisittheirownwebsitesandreviewdisplayorder,retailratesaswellashoteldescription,roomtypedescriptions,pictures,policiesandprocedures,facilitiesandamenities,mappinganddrivingdirectionsandauditforaccuracyandcompleteness.AnydiscrepanciescanbefirstresearchedinHIDBandalsoresolvedwiththeContentteaminDallas.Ifdiscrepanciesexist,youshouldrepeatthisprocedureintwoweekstoensureresolutionwiththeContentTeam.Semi-annuallyEnhancementstothehotelswebsitesuchastextandpicturescanbemadebytheHotelContentandSupportTeaminDallasandcanbereachedbyemailatVisityourbrand'sinternetmarketingtoolkitbyfollowingthepathbelow:OnQInsider>Departments>GlobalDistributionServices.DoubleclickonGlobalDistributionServices>clickonHotelContentManagementandselectthemarketingtoolkitforyourhotelbrand.AThirdPartyContentSourceGuidecanbefoundbyfollowingthepathbelow:Internet-ApprovedWebSitesHotelsmaynotparticipateinany"nonretail"websitewiththeexceptionofthefollowing:Priceline,Hotwire,,Expedia,Cendant,Orbitz,TravelocityandTravelweb.OnlyapprovedHiltonHotelContractsmaybeusedwiththesecompanies.OngoingOnQInsider>Department>RevenueManagement>CorporateSupport>OnlineRevenueAnalysisTeamDistribution-ManagementChannelCategoryTopicRevenueManagementStandardFrequencyDistributionChannelManagementInternet-3rdPartyMerchantSales“OnePlay,AllPlay”：AhotelthatentersagreementwithanyHHC-Accreditedthird-partyonlinemerchantdistributorsmustparticipatewithALLAccreditedMerchantdistributors.”ParticipationallowedundertermsofapprovedHiltoncontractonly,whichdoesnotrequirefixedallotments.NetratessubmittedatafixedpercentageoffBAR-DJ/DJ1SRP(18%margin,22%mark-up),Dueto18%margin,rateshouldnotbeavailablewhenanticipatingaselloutandcanbemanagedviaSRPratelevelassignment.RateparitywithbrandWebsitesisrequired.HotelsarenotallowedtoparticipateinanythirdpartypromotionsthatarenotapprovedbyHHC.ConsultwithOnlineChannelAnalystinDallastoensuremaximizationofopportunitiesandreviewscreendisplayssemi-annuallyormorefrequentlyasneeded.ScreenDisplay-Hotelsshouldvisitandreviewroomtypesoffered,rates,aswellashoteldescription,pictures,policiesandprocedures,facilitiesandamenities,andauditforaccuracyandcompleteness.Anydiscrepanciesshouldbesubmittedtoappropriatemarketmanagerandtracedforfollowup.Distribution-ChannelManagementInternet-TrackingStandardsEachmonththeDRMwillproduceaspreadsheetdepictingmixofsalesfortheapproved3rdpartychannelsincludingthebrandwebsite,transientSRPsandtheGroupandTransientMixtohelpthehotelsidentifyadditionalopportunitiesandrecognizecontributionfromeachchannel.Theproductionshouldbereviewedwiththerevenuecommitteemonthly.MonthlyInstructions,ReportsandToolstouseStandardoperatingproceduresforallthirdpartymerchantsiteswhichincludesathirdpartycontentsourceguidecanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>DoubleclickonRMResourceCenter>DistributionChannels.Forquestions,pleasecontactOn-LineAnalysisTeamwhosenumberscanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>DoubleclickonRMResourceCenter>DistributionChannelsandgotoOn-lineRevenueandDistributionAnalysis.TheeMixOnlineChannelMixofSalesToolcanbefoundintheToolkit.OnQInsider>Departments>RevenueManagement>ToolkitCategoryTopicRevenueManagementStandardFrequencyInstructions,ReportsandToolstouseDistributionManagementDistributionManagementDistribution-ManagementChannelChannelChannelInternet-HotwireInternet-PricelineInternet-OnlineChannelAnalysisParticipationrecommendedaslongashotelisopaque.Everyhotelshouldhave1SRPbuiltwith1profitablerateloadedacrossallstandardroomtypes(orHOUSforHiltonbrand).Therateshouldtargethotel,neighborhood,competitivesetandmarketdemand.Availabilityshouldbemanagedoutofthesameratelevelas.Rateshouldnotbeavailablewhenanticipatingasellout.ThisismanagedviaSRPratelevelassignment.Thechoiceofratelevelshouldbedeterminedbyexaminingwhatratelevelsareavailablewhenthehotelisnotsoldout,whatratelevelsareclosedwhenaselloutisanticipatedandwhatconstitutesadistressedorneeddate.UsingQRLfunctionalityshouldbeconsideredforOnQR&Ihotels.StarratingbasedonAAArating.Sitereceptivetochangingratings.Vacationpackageparticipationrequiresasecond,higher-ratedSRP.ScreenDisplay-Hotelsshouldvisitandreviewratesaswellashoteldescription,pictures,policiesandprocedures,facilitiesandamenities,andauditforaccuracyandcompleteness.Participationisrecommendedaslongashotelisopaque.Hotelshouldhave3SRP’sbuiltwith15profitableratesloadedacrossthesame5roomtypesineachSRP.The15ratesshouldtargetarangeofoffersin$5incrementsorpricepointsasdictatedbythemarket,less'smargin.RatesshouldnotbeavailablewhenanticipatingaselloutandcanbemanagedviaSRPratelevelassignment..UsingQRLfunctionalityshouldbeconsideredforOnQR&Ihotels.AllSRPsshouldliveinthesameratelevel.StarratingsbasedonMobilratingsandaggressiveinternalguidelines.LittleflexibilitytochangeSTARlevelifguidelinenotmet.ThehotelwillreceiveanOnlineChannelAnalysisandSRPStandardsAuditatleastonceayearandmustaddressallactionitems.DRMmayrequestadditionalreports.ConsultwithOnlineChannelAnalystinDallastoensuremaximizationofopportunitiessemi-annuallyormorefrequentlyasneeded.ConsultwithOnlineChannelAnalystinDallastoensuremaximizationofopportunitiessemi-annuallyormorefrequentlyasneeded.Semi-AnnuallyormoreoftenasneededStandardoperatingprocedurescanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>DoubleclickonRMResourceCenter>Distributionchannels.Forquestions,pleaseconsultwiththeOnlineRevenueAnalysisTeamwhosecontactinformationcanbefoundbyfollowingthepathbelow:OnQInsider>Department>RevenueManagement>CorporateSupport>OnlineRevenueAnalysisTeamStandardoperatingprocedurescanbefoundbyfollowingthepathbelow:OnQInsider>Departments>RevenueManagement>Library.DoubleclickonLibrary>DoubleclickonRMResourceCenter>DistributionChannels.Forquestions,pleaseconsultwiththeOnlineRevenueAnalysisTeamwhosecontactinformationcanbefoundbyfollowingthepathbelow:OnQInsider>Department>RevenueManagement>CorporateSupport>OnlineRevenueAnalysisTeamTorequestthesereports,contactJulieJachimczak,OnlineRevenueAnalystat(972)383-3978orviaHiltone-mail.CategoryTopicRevenueManagementStandardFrequencyTraining&DevelopmentTRAILTheTRAILisanintroductiontoHiltonHotelsRevenueManagementprogramandmustbecompletedwithin7businessdaysofstartdateforallnewmanagersintheRMdepartment.Courseisinasequentialmoduleformatandeachmodulerequiresapassinggradebeforemovingtothenexttopic.Thiscourseisalsoavailabletootherteammembersinthehotel.AllRMpersonnelshouldbegivenapropertyandAshiredCreateduponTraining&TrainingPlan-positionspecifictrainingchecklistuponhire.TheyhireandDevelopmentotherRMshouldreviewwiththeDRMandprovidestatusupdatedTraining&DevelopmentpersonnelStaffingGuidelines-updatesuntilcomplete.Thefollowingarestaffingguidelinesforrevenuemanagementpersonnelbasedonhotelsize,cateringrevenuesandnumberofhotelsthatrevenuemanagementoversees:WhenGCRMhasbeenrolledouttoallhotelsinlate2005,thefollowingstaffingguidelinesshouldbeinplace:A).Upto250rooms:DRM(or)RevenueManagerandSSBDA(possiblyclusteredorwithadditionalresponsibilitiessinceitwillnotbeawholeFTE)B)251to599roomswithlessthan$5millioninCatering:DRMandSSBDA.C)251to599roomswith$5millionormoreinCatering:DRM,SSBDAandRevenueAnalystD).600-999rooms:DRM,Asst.DRMandSSBDA..1000-1499rooms-DRM,AssistantDRM,RevenueAnalystandSSBDA..1500-1999rooms-DRM,DirectorofGroupandCateringRevenueManagement,AssistantDRM,RevenueAnalystandSSBDA..2000+rooms-DRM,DirectorofGroupandCateringRM,2AssistantDirectorsofRevenueManagement,aRevenueAnalystandaSSBDA.Bi-weekly&SRPStandards/SettingsAuditsInstructions,ReportsandToolstouseYoucanfindandcompletetheTRAILinHilton'sOnQLearningManagementSystembyfollowingthepathbelow:OnQInsider>ToolsApplications>OnQLearningManagementCategoryTopicRevenueManagementStandardFrequencyInstructions,ReportsandToolstouseTraining&DevelopmentTraining&DevelopmentStaffingGuidelinesContinued…SuccessionPlanningIncomplexeswheretheDRMismanagingmorethanonehotel,thefollowingrulesareineffect:A).Takethelargesthotelinthecomplexandapplythestaffingguidelinesabove.B).Foreachadditionalhotelinthecomplex,addaRevenueAnalysttotheaboveguidelinesifthehotelislessthan400rooms,andanAssistantDRMifthehotelis400+rooms.An"AreaDRM"isestablishedincertaincircumstancesasapprovedbytheRegionalDRMandAreaVice-President.DRMmusthaveadevelopmentplanforanydirectreportsandidentifypotentialcandidatesforrevenuemanagementpositions,bothin-houseandintheirmarketarea.OngoingAllDRMsshouldhaveintermediateleveltrainingAsNeededAsoutlinedinMicrosofttrainingguidelinesfortheirofficeTraining&DevelopmentMicrosoftOfficeProductsforExcelandbasictrainingforWord,AccessandPowerPoint.TheyshoulduseOfficeProductsthatareapprovedbyHilton'sInformationTechnologyGducts.CBTTrainingforAllRMpersonnelshouldcompletetherequiredFirst2weeksofForHiltonhotelsusingOnQR&I,therateandinventoryTraining&DevelopmentOnQPMandOnQR&ICBTtrainingmodulesinsideOnQPM.Trainingtomanageratesandinventoryshouldbecompletedviatheapplicablemethodforyourbrand.hiremodulemustbetakenviaOnQLearningManagementbyfollowingthepathbelow:OnQInsider>Tools>Applications>OnQLearningManagement.AcompletestepbystepguidetoOnQR&ItrainingcanbefoundonOnQInsiderbyfollowingthispath:OnQInsider>Departments>InformationTechnology>OnQRate&InventoryTrainingInformation.ForDThotels,theinventorymaintenancemodulewithinOnQPMmustbetaken.AllRMManagersandabovemusttakethiscourseWithinfirst60OnQRMcourseenrollmentproceduresarefoundbyTraining&OnQRM(Revenueafterbeinginthepositionnolongerthan60days.daysofbeingfollowingthepathbelow:ManagementAtaminimum,oneadditionalpersonatthehotelhiredDevelopmentSystem)mustbetrainedonOnQRMtoassistintheDRMsabsence.OnQInsider>Departments>RevenueManagement>TrainingPrograms.

CategoryTopicRevenueManagementStandardFrequencyInstructions,ReportsandToolstouseTraining&DevelopmentDelphi-DMPEAllRMManagersandaboveshouldhavebasicknowledgeofDelphinavigationandreporting.TheseRMpositionsneedaccesstoDelphiattheirworkstationintheiroffice.Priortoinstallationandobtainingpasswords,theymusttakeCBTcourseandthencompletepaperworktoreceivepassword.AllRMpositionsIdentifiedwithtitleSalesBookingDataAdministrator,GroupandCateringAnalyst,Manager,orDirectorMUSTattendtheSalesandCateringTrainingClasses.AsDelphi-DMPEisinstalledContactyourhotel’sDelphiadministratororSalesSystemBoo