1.ARI平均房?jì)r(jià)指數 Average Rate Index是指房間平均房?jì)r(jià)在市場(chǎng)上所占比例。計算公式為：酒店平均房?jì)r(jià)/ 市場(chǎng)平均房?jì)r(jià)備注：市場(chǎng)平均房?jì)r(jià)=所有競爭酒店的房間收入總和2.CTP營(yíng)業(yè)利潤貢獻 Contribution to Trading Profit計算公式為：IHG營(yíng)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(jīng)營(yíng)利潤 Gross Operating Profit計算公式：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)部門(mén)總費用(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5.RGI收入產(chǎn)生指數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6. GSTS賓客意見(jiàn)調查系統 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(mǎn)意程度指數(衡量GSTS的一個(gè)重要指標)。是賓客對入住期間所接受的服務(wù)的總體評價(jià)。7.ESPS員工滿(mǎn)意度調查Employee Satisfaction Pulse SurveyESS= Employee Satisfaction Index(員工滿(mǎn)意指數)衡量員工對公司及崗位的整體滿(mǎn)意程度。Key Driver Report (關(guān)鍵項目報告)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)現問(wèn)題，從而最終提高客人的總體滿(mǎn)意度。)9 steps of TQM project (TQM的九個(gè)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(jīng)營(yíng)管理系統 Property Management System酒店主要使用Lanmark, Fidelio, Opera等。10.SOP標準經(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 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(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 (由集團全球客戶(hù)經(jīng)理負責)- Offer special rate generally (通常價(jià)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(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(hù)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(xiāo)售人員續簽合同)Priority focus in 2007 (是2007年的重點(diǎn))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簽一次)- NSO/RSO often provide assistance (中國區/地區銷(xiāo)售辦公室會(huì )提供協(xié)助)- Applied major from KNR (主要應用于KNR(重要公司協(xié)議價(jià)))- Available to accounts worldwide (適用于全球范圍的客戶(hù))14.FIT 散客 Fully Independent TravelerBook room individually, no organizer, clear account directly by him/herself when check-out.個(gè)人訂房，沒(méi)有組織者，? ??房時(shí)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(pán)，鮮花等。)

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