【酒店管理知識】酒店業常用的各類指標

名聯獵頭2019-06-12 12:13:34

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營業利潤貢獻 Contribution to Trading Profit
計算公式為:IHG營業利潤貢獻=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:酒店各生產營業部門營業毛利總和(包括Room,F&B and other)-非營業部門總費用(包括A&G,S&M,Engineering and Energy).
各生產營業部門營業毛利=收入-直接
成本-營業費用。

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 Guest Satisfaction Tracking System
GSS= 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 Survey
ESS= 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 Management
TQM 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新,目的是從根本上發現問題,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)
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)
9) Review (回顧)

9.PMS酒店經營管理系統 Property Management System
酒店主要使用Lanmark, Fidelio, Opera等。

10.SOP標準經營程序 Standard Operating Procedures
There 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 (由總部統一續簽合同)
- Proper strategy apply and control (需要制定正確的策略)

12.LNR"當地"公司協議價Local Negotiated Rate
Sign Contract with hotel directly (直接與酒店簽訂協議)
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(通過銷售人員續簽合同)
Priority focus in 2007 (是2007年的重點)

13.RFP合作協議申請 Request for Proposal
- Mostly sign or renew on yearly basis (大多數每年簽訂或續簽一次)
- NSO/RSO often provide assistance (中國區/地區銷售辦公室會提供協助)
- Applied major from KNR (主要應用于KNR(重要公司協議價))
- Available to accounts worldwide (適用于全球范圍的客戶)

14.FIT 散客 Fully Independent Traveler
Book room 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。

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。)
- Hotel has VIPA,B,C(酒店有VIPA、B、C 不同的設定)
- VIPA mainly Government leaders, company CEO etc. PCR platinum member is VIPB, Golden member is VIPC.(VIPA 主要包括政府首腦,官員,公司CEO,及社會名流等, 白金會員是VIPB,黃金會員是VIPC)
17.IBP綜合經營計劃 Integrated Business Plan
Hotel complete figure/information system, including operational and non-operational data, involved in rooms, F&B and 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, PCR enrollment. To make the information correct and alive, need to update in time.IBP是酒店完整的數據信息綜合系統,包括經營的及非經營的數據
資料。涉及客房,餐飲及所有的其它部門。通過IBP可以清楚的看到酒店的預算、實際及預測數據,酒店的經營策略以及其它質量控制方面的表現,例如TQM, ESPS, GSTS, PCR會員發展等。為了保證IBP信息的正確性及活躍性,必須及時更新數據。

18.QES質量評估系統Quality Evaluation System
To ensure that 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 compliance of our hotels & resorts to Product and Service Standards of our brands.
品牌是公司資產的一部分。品牌承諾是指按照先前設定的標準提供產品和服務。品牌服務的一貫性是首要的,否則顧客將失去品牌信任,因為他們不知道將在我們酒店得到什么。在產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足客人期望,提高產品和服務,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品服務標準的執行情況及靈活性。




刘伯温一肖中特中