1.ARI平均房價指數 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總經營利潤 Gross Operating Profit計算公式：酒店各生產營業(yè)部門營業(yè)毛利總和(包括Room,F&B and other)-非營業(yè)部門總費用(包括A&G,S&M,Engineering and Energy).各生產營業(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5.RGI收入產生指數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6. GSTS賓客意見調查系統(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(衡量GSTS的一個重要指標)。是賓客對入住期間所接受的服務的總體評價。7.ESPS員工滿意度調查Employee Satisfaction Pulse SurveyESS= Employee Satisfaction Index(員工滿意指數)衡量員工對公司及崗位的整體滿意程度。Key Driver Report (關鍵項目報告)最影響ESS分值的五個問題。8.TQM全面質量管理 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)現問題，從而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(建立數據搜集系統(tǒng))3) Data analysis (數據分析)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酒店經營管理系統(tǒng) Property Management System酒店主要使用Lanmark, Fidelio, Opera等。10.SOP標準經營程序 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 to suit their individual hotel requirements.每一酒店需根據各自要求使用此結構及定制 SOP。All the SOPs can be download from website.所有的SOP都可以從集團網站上下載。11.KNR重要公司協(xié)議價Key Negotiated Rate- Responsible by Global Key Account Manager (由集團全球客戶經理負責)- 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 control (需要制定正確的策略)12.LNR當地公司協(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)Priority 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 room individually, no organizer, clear account directly by him/herself when check-out.個人訂房，沒有組織者，? ??房時直接與酒店結算。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 etc.(酒店對不同的VIP級別有不同的標準，包括果盤，鮮花等。)

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