酒店管理会所 酒店市场销售专用术语资料档

市场销售部标准操作程序1叶予舜2/7/201212:32:52PM市场销售部标准操作程序StandardOperatingProcedures-Sales&MarketingSM-SALES-001HiringaNewStaffSM-SALES-001雇佣新员工SM-SALES-002LookforaSalesStaffSM-SALES-002寻求新员工SM-SALES-003SelectaRightPersonSM-SALES-003正确选择员工SM-SALES-004FileSystemSM-SALES-004文件归档系统SM-SALES-005ChangeofFileInformationSM-SALES-005更新资料信息SM-SALES-006TraceSystemSM-SALES-006文件跟踪流程SM-SALES-007CorporateRateLetter/Contract/ThankYouLetterto1stVisitSM-SALES-007公司协议价/合同/初次拜访感谢信SM-SALES-008GroupDefinitionPolicySM-SALES-008“团队”的概念SM-SALES-009LocalCorporateAccountsGuaranteeSM-SALES-009当地重要客户订房保证SM-SALES-010GroupHandlingProcedureSM-SALES-010团队接待程序SM-SALES-011RoomingListSM-SALES-011分房名单市场销售部标准操作程序2叶予舜2/7/201212:32:52PMSM-SALES-012CorporateGroupHandlingSM-SALES-012商务团队接待程序SM-SALES-013OpeningaNewCorporateAccountSM-SALES-013建立新的公司协议SM-SALES-014ExecutiveFloorRateIntegritySM-SALES-014行政楼层房价操作标准SM-SALES-015LongStayingPolicySM-SALES-015长住房政策SM-SALES-016TravelAgent/AirlinesDiscountPolicySM-SALES-016旅行社/航空公司折扣政策SM-SALES-017CommissionEntitlementSM-SALES-017佣金分配政策SM-SALES-018TravelReservationProcedureSM-SALES-018旅行社订房操作程序SM-SALES-019GroupSellGuidelinesSM-SALES-019团队销售指南SM-SALES-020OneMonthGroupForecastSM-SALES-020一月内团队销售预测SM-SALES-021ThreeMonthGroupProjectionSM-SALES-021季度团队销售预测SM-SALES-022DailySalesCallReportSM-SALES-022每日电话销售报告SM-SALES-023WeeklySalesPlanSM-SALES-023每周销售计划SM-SALES-024RespondingtoFax/Email市场销售部标准操作程序3叶予舜2/7/201212:32:52PMSM-SALES-024传真/电子邮件的回复SM-SALES-025ResponseTimetoLeadsandEnquiresSM-SALES-025客户询问的回复时间规定SM-SALES-026MeetingGroupSpaceReleasePolicySM-SALES-026团体会议的预订确认SM-SALES-027FITDiscountGuidelinesSM-SALES-027散客折扣价格制定SM-SALES-028UpgradePolicySM-SALES-028客房升级政策SM-SALES-029GuestWalkPolicySM-SALES-029超额预订时客人安排政策SM-SALES-030SuiteReservationPolicySM-SALES-030套房预订政策SM-SALES-031DefaultsofContractTermsSM-SALES-031合同条款不履行时的处理政策SM-CS-001InsideBusinessHoursSM-CS-001内部操作流程SM-CS-002OutsideBusinessHoursSM-CS-002对客操作流程SM-CS-003MiceBookingProcedureSM-CS-003会奖旅游预订程序市场销售部标准操作程序4叶予舜2/7/201212:32:52PMSM-CS-004MeetingCheckinSM-CS-004会议团队报到SM-CS-005WelcomeMeetingSM-CS-005欢迎团队到店SM-CS-006MeetingCheckoutSM-CS-006会议团队离店SM-CS-007MandatoryFollowupSM-CS-007结束后跟进SM-RS-001ReservationOfficeHoursSM-RS-001预定部工作时间SM-RS-002ReservationFormSM-RS-002预订表格SM-RS-003MakingNewReservationSM-RS-003接受新预订SM-RS-004AmendmentReservationSM-RS-004修改预定的程序SM-RS-005ReservationCancellationSM-RS-005取消预订的程序SM-RS-006ConfirmationLetter/SlipSM-RS-006确认函/单SM-RS-007ReservationFormFilingSM-RS-007预定表格存档SM-RS-008ArrivalReportSM-RS-008预抵报表SM-RS-009NoShow市场销售部标准操作程序5叶予舜2/7/201212:32:52PMSM-RS-009预定未抵达SM-RS-010ReservationProcedurewithCreditArrangementSM-RS-010有信用担保的预定程序SM-RS-011ReservationProcedurewithoutPre-approvedCreditArrangementSM-RS-011无信用担保的预定程序SM-RS-012GuaranteeReservationSM-RS-012担保预定SM-RS-013GuaranteeReservationPolicySM-RS-013担保预定政策SM-RS-014HouseUseRoomandComplimentaryRoomSM-RS-014自用房及免费房预定SM-MC-001AdvertisingGraphicsandStandardsSM-MC-001广告的图像和标准SM-MC-002DirectoryAdvertisingSM-MC-002分类广告SM-MC-003CollateralPrintingRequisitionSM-MC-003附属品印刷申请SM-MC-004PhotographyRequisitionSM-MC-004摄影师的雇佣SM-MC-005PublicRelationsRelatedEventBookingsSM-MC-005公关活动预订SM-MC-006MediaRelationsSM-MC-006媒体关系SM-MC-007Photography/ArtworkProductionSM-MC-007影像/美术作品的制作市场销售部标准操作程序6叶予舜2/7/201212:32:52PMAppendix附录001SalesandMarketingGlossaryofTerms市场销售部门专用术语表SalesandMarketingGlossaryofTerms市场销售部门专用术语表Thefollowingisasetof“terms”oftenusedwithintheHospitalityIndustry.Pleaseusethislisttorefertowhenreferencingunfamiliarwordsorphrasesencounteredonadailybasis.以下是一组经常用于服务行业的专业术语，在日常工作中遇到陌生词汇和短语时请参考以下术语表格。HotelGlossary酒店术语表AdjoiningRooms毗邻房Twoormorehotelroomslocatedsidebysidewithoutprivateconnectingdoors.两间或两间以上左右相邻的酒店房间，房间内部无相互通道。AmericanPlan(AP)美式房价Ahotelratethatincludesabedandthreemeals.一种包括了一房晚及三餐餐费的房价形式。BestAvailable最有利状况(1)Areservationpledgingaprincipal(a)toprovidesomesortofaccommodationand(b)toupgradetheclientifpossible,当一项预定产生时，A承诺订房同时B承诺如果可能将为客人办理客房的升级。市场销售部标准操作程序7叶予舜2/7/201212:32:52PM(2)Arequestforareservationmeaning“I’lltakeanythingyouhave,butI’mwillingtopayforyourbest.”一种预定包含着下面这种含义“贵酒店提供的所有服务我都感兴趣，但是我只需要贵酒店做得最好的房间安排。”Check-in入住Thehoteldayusuallystartsat6:00am,however,occupancyofroomsbyarrivingguestsmaynotbepossibleuntilaftertheestablishedcheck-outtime.Guestsarerequiredtosignhotel’sregistrationcard.酒店营业中“一天”的概念一般指从早上6：00开始，然而只有在当日确定的结账时间以后抵店的顾客才能入住客房。客人必须签署客房入住登记卡。Check-out离店Allguestsshouldadvisehotelcashierupondepartureandfollowtheagreed-uponprocedureforpayment.Ifroomisrequiredbyguestbeyondhotel’spostedcheck-outtime,approvalmustbegivenbyhotelmanagement.所有客人在离开酒店前都必须根据协议程序付款并办理离店手续。如果客人要求的离店时间在酒店规定的离店时间之后，必须经管理人员同意之后方能办理。Commercial/CorporateRate商务/公司协议价格Therateagreeduponbyacompanyandthehotelforallindividualroomreservations.酒店和公司达成的关于单间房间预定的房价。ConfirmedReservation预定确认市场销售部标准操作程序8叶予舜2/7/201212:32:52PMAnoralorwrittenstatementbyasupplier(acarrier，hotel，carrentalcompany,etc.)Thathehasreceivedandwillhonorareservation.由供应商（公司，酒店或者是汽车租赁公司等等）口头或书面承诺将遵守预定的行为。Oralconfirmationshavenolegalworth;evenwrittenortelegraphedconfirmatio