酒店常用行業(yè)指標(biāo)(共4頁(yè))

1、精選優(yōu)質(zhì)文檔-傾情為你奉上1.ARI平均房?jī)r(jià)指數(shù) Average Rate Index是指房間平均房?jī)r(jià)在市場(chǎng)上所占比例。計(jì)算公式為：酒店平均房?jī)r(jià)/ 市場(chǎng)平均房?jī)r(jià)備注：市場(chǎng)平均房?jī)r(jià)=所有競(jìng)爭(zhēng)酒店的房間收入總和2.CTP營(yíng)業(yè)利潤(rùn)貢獻(xiàn) Contribution to Trading Profit計(jì)算公式為：IHG營(yíng)業(yè)利潤(rùn)貢獻(xiàn)=IHG管理費(fèi)+IHG獎(jiǎng)勵(lì)管理費(fèi)IHG管理費(fèi)=酒店總收入*合同約定的比率IHG獎(jiǎng)勵(lì)管理費(fèi)=酒店GOP*合同約定比率3.GOP總經(jīng)營(yíng)利潤(rùn) Gross Operating Profit計(jì)算公式：酒店各生產(chǎn)營(yíng)業(yè)部門(mén)營(yíng)業(yè)毛利總和（包括Room,F&B and other)-非營(yíng)業(yè)

2、部門(mén)總費(fèi)用（包括A&G,S&M,Engineering and Energy).各生產(chǎn)營(yíng)業(yè)部門(mén)營(yíng)業(yè)毛利=收入-直接成本-營(yíng)業(yè)費(fèi)用。4.RevPAR平均每間可賣(mài)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(mài)房總數(shù)5.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(mài)房收入）市場(chǎng)的RevPAR（市場(chǎng)每間可賣(mài)房收入）市場(chǎng)RevPAR=所有酒店房間收入總和所有酒店的可賣(mài)房總數(shù)6.GSTS賓客意見(jiàn)調(diào)查系統(tǒng)

3、 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(shù)（衡量GSTS的一個(gè)重要指標(biāo)）。是賓客對(duì)入住期間所接受的服務(wù)的總體評(píng)價(jià)。7.ESPS員工滿意度調(diào)查Employee Satisfaction Pulse SurveyESS= Employee Satisfaction Index

4、(員工滿意指數(shù))衡量員工對(duì)公司及崗位的整體滿意程度。Key Driver Report (關(guān)鍵項(xiàng)目報(bào)告)最影響ESS分值的五個(gè)問(wèn)題。8.TQM全面質(zhì)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(jìn)和創(chuàng)新，目的是從根本上發(fā)現(xiàn)問(wèn)題，從而最終提高客人的總體滿意度。)9 st

5、eps of TQM project (TQM的九個(gè)步驟 )：1) Project selection (項(xiàng)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(rèn)）7) Standardization （標(biāo)準(zhǔn)化）8) Setup maintenance system （建立維護(hù)系統(tǒng)）9) Review （回顧）9.PMS酒店經(jīng)營(yíng)管理系統(tǒng) Property Management System 酒店主要使用La

6、nmark, Fidelio, Opera等。10.SOP標(biāo)準(zhǔn)經(jīng)營(yíng)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 indi

7、vidual hotel requirements. 每一酒店需根據(jù)各自要求使用此結(jié)構(gòu)及定制 SOP。All the SOPs can be download from website.所有的SOP都可以從集團(tuán)網(wǎng)站上下載。11.KNR重要公司協(xié)議價(jià)Key Negotiated Rate- Responsible by Global Key Account Manager (由集團(tuán)全球客戶經(jīng)理負(fù)責(zé))- Offer special rate generally (通常價(jià)格較低)- Renew contract by RFP (由總部統(tǒng)一續(xù)簽合同)- Proper strategy apply an

8、d control (需要制定正確的策略)12.LNR"當(dāng)?shù)?quot;公司協(xié)議價(jià)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(gè)公司的間夜量少)Higher contract rate than KNR mostly (通常比KNR的合同價(jià)格高)Renew contract by Sales（通過(guò)銷售人員續(xù)簽合同）Priority focus in 2007 （是2007

9、年的重點(diǎn)）13.RFP合作協(xié)議申請(qǐng) Request for Proposal- 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(guó)區(qū)/地區(qū)銷售辦公室會(huì)提供協(xié)助）- Applied major from KNR （主要應(yīng)用于KNR（重要公司協(xié)議價(jià)）- Available to accounts worldwide （適用于全球范圍的客戶）14.FIT 散客 Fully Independent TravelerBook room individually, no orga

10、nizer, clear account directly by him/herself when check-out.個(gè)人訂房，沒(méi)有組織者，退房時(shí)直接與酒店結(jié)算。15.DND 請(qǐng)勿打擾Do Not Disturb- DND light （DND燈亮）- DND signage （懸掛DND標(biāo)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(duì)不同的VIP級(jí)別有不同的標(biāo)準(zhǔn)，包括果盤(pán)，

11、鮮花等。)-Hotel has VIPA,B,C(酒店有VIPA、B、C 不同的設(shè)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(huì)名流等, 白金會(huì)員是VIPB，黃金會(huì)員是VIPC)17.IBP綜合經(jīng)營(yíng)計(jì)劃 Integrated Business PlanHotel complete figure/information system, including operational and

12、 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 updat

13、e 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(yíng)的及非經(jīng)營(yíng)的數(shù)據(jù)資料。涉及客房，餐飲及所有的其它部門(mén)。通過(guò)IBP可以清楚的看到酒店的預(yù)算、實(shí)際及預(yù)測(cè)數(shù)據(jù)，酒店的經(jīng)營(yíng)策略以及其它質(zhì)量控制方面的表現(xiàn)，例如TQM, ESPS, GSTS, PCR會(huì)員發(fā)展等。為了保證IBP信息的正確性及活躍性，必須及時(shí)更新數(shù)據(jù)。18.QES質(zhì)量評(píng)估系統(tǒng)Quality Evaluation SystemTo 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