ihg洲际酒店业绩管理--财务回报.ppt

* * 2012 KPO Strategy - Front Office February 04th , 2012 2012 KPO Strategy - Front Office February 04th , 2012 2012 KPO Strategy – Front Office Financial Returns 财务回报 2012 KPO Strategy – Financial Returns Financial Returns 财务回报 Drive Room and Breakfast Upselling 推动房间升级销售及早餐销售 Conduct training for all FD and GRO staff 全体前台员工和GRO进行培训 Primarily target Leisure guests, PCR base members and families for most effective result 最有效的方法是以休闲客人，优悦会俱乐部会员和家庭客人作为首要目标 Drive Priority Club Enrolment Performance 推动优悦会会员入会数量 Individual target for each FO section has been assigned in order to guarantee minimum enrolment of 120 members per month 前厅部每个分部门制定个人目标以完成每月至少120的会员入会数量 Email capture of 60% to be supported by revised Registration Card and guest Business Card upon arrival 通过修改登记单以及在客人办理入住时收集名片来完成邮箱收集工作 Identify return guests and actively introduce Ambassador program 识别回头客并积极介绍大使卡计划 Drive Concierge Transportation and Business Centre revenue 推动礼宾部车队和商务中心的收入 Introduce VIP car amenities to make service more attractive 提供VIP车辆设施使这项服务员更具有吸引力 Consider to revise Business Centre price list to make service more attractive 考虑修改商务中心价目单使服务更具有吸引力 2012 KPO Strategy – Front Office Guest Experience 宾客体验 2012 KPO Strategy – Guest Experience Guest Experience 宾客体验 Front Office – Stay and Service Experience 前厅部——住宿及服务体验 Efficiency of Check-In 办理入住登记的效率 Front Desk Service Training to be conducted within Feb 2012, daily spot-checks to be carried out on daily basis by FD Supervisors 2012年2月，前台进行服务培训，前台主管每日进行抽查 Efficiency of Check-Out 退房过程的效率 Front Desk Service Training to be conducted within Feb 2012, daily spot-checks to be carried out on daily basis by FD Supervisors 2012年2月，前台进行服务培训，前台主管每日进行抽查 Front Desk Staff was Friendly 前台人员非常友好 Shortened IHG Be My Guest training to be carried out in Feb 2012 addressing staff service attitude and guest culture . 2012年2月将缩短的洲际集团“我的客人”培训课程完成，提高员工服务态度。 Courtesy of Bell Staff 行李