北京丽晶国际酒店 贵宾卡级别分类标准操作程序手册VIP CATEGORIES SOP 201006

1、 STANDARD OPERATING PROCEDURESThe Regent BeijingStandard Operating Procedures- Front Office Page PAGE 12 of NUMPAGES 12 STANDARD OPERATING PROCEDURESVIP CATEGORIES AND MILLENIUM STAY PROGRAMVIP PROGRAM INDEX 贵宾计划目录Task No. Description描述VIP01 VIP Codes and Descriptions 贵宾级别及描述 VIP02 Return Guest Prog

2、ram 回头客计划VIP03 Milestone Stays 常规入住客人VIP04 Suite Bookings 套房客人TASK NO : VIP01VIP CODES AND DESCRIPTIONS贵宾级别及描述DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTANDARD PROCEDUREWHYVIP status should be reconfirmed by Reservations when they make the b

3、ooking. VIP客人在做预定时要被确认.Details should be inputted into the system stating who granted the guest VIP status.细节应该由确认者输入电脑.Guest History Controller will monitor VIP status in the future to ensure it remains valid.客户信息管理者将监控VIP状况并保证这些信息在将来还可以使用.VIP status must be granted by Excom members, the FOM, or Gu

4、est Relations Manager onlyVIP客人身份只可以由 行政高层管理者，FOM 或客户关系经理批准.VIP 5 Regular Guests and Long Stay Guests 贵宾级别五：定期来访及常住客人Regular Guests and Long Stay Guests (14 nights or more). A Regular Guest must have stayed at least twice before and also continue to stay twice every twelve months otherwise VIP statu

5、s will be removed.定期来访及常住客人A（一次入住十四天或以上）。定期来访的客人是指以前入住酒店两次，而且在以后的一年之中还要入住两次的客人，否则贵宾级别自动消除。VIP 4 Milestone Stay Guests贵宾级别四：常规入住客人VIP 3 Special Occasion Guests 贵宾级别三：特殊来访客人Guests staying with us at the time of a special occasion (Wedding Anniversary, Birthday, Honeymoon etc), very demanding guests or

6、 guests returning after a previous complaint指客人此次入住时正遇特殊纪念日（例如结婚纪念日，生日，新婚旅行等等），还指一些比较苛刻的客人或上次入住有过投诉的客人。VIP 2 Special Attention Guests贵宾级别二：特殊关注客人Important guests to Sales and Marketing (Meeting Planners, Fam Groups, Presidents of Key Accounts, Site Inspections etc), the Media, Celebrities, minor CEO

7、s, Premium Suite Occupants (at rack rate) and CHAP executives (note no amenities to be sent to CHAP executives other than fruit and water).指对酒店市场销售部重要的客人（例如会议策划者，团队组织者，重要客户公司的总裁，预定决策人）媒体客人，名人，首席执行官，高级套房入住者（付门市价格）以及卡尔森集团亚太区高职（此类客人只享用水果和矿泉水）VIP 1 Top VIPs贵宾级别一：顶级贵宾Heads of State, National Dignitaries,

8、 CEOs of major “Fortune 100” type companies and our Owners. To be used sparingly and normally only the Managing Director or Hotel Manager may designate a guest VIP 5.国家领导，高级官员，“财富100”有排名之重要公司首席执行官，以及酒店的业主们。只有运营总监和酒店经理可对如上客人做出定义。All VIPs grade 1, 2,3,4 will receive Butler service during their stay.所有

9、的级别在一至四的贵宾客人，在住店期间都享受贴身管家服务。TASK NO : VIP02RETURN GUEST PROGRAM回头客计划DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTANDARD PROCEDUREWHYGuest Relations will attempt to speak with the guest personally during their second stay. Preferably face to fa

10、ce.客务关系接待员在客人第二次来的时候要与客人面对面的沟通。If unable to contact the guest a prepared and signed letter will be sent to the guests room from the Guest Relations Manager. 如果不能与客人联系最好送一封由经理签字的欢迎信。Guest will be invited to make a choice of two items from the prepared list. 客人将从列表中选择一种邀请方式。Choices will be noted as a

11、preference and passed to the Guest History Controller for future reference. 选项将作为一个客人偏爱传达给GHC。If unable to contact the guest this must also be noted as a reminder for the next visit.如果不能与客人联系上，在客人下次入住时必须提醒。Guest History Controller adds update after checking profile.GHC更新客人记录。All guests will receive

12、one bottle of still and sparkling mineral water and a simple fruit plate on check in. (Approx cost RMB35)所有的回头客人在入住时都将有一瓶汽矿和一盘水果作为礼品。（RMB35成本）Each guest will be contacted during their second visit to be offered more personalized amenities from their third stay onwards when they become VIP5. The emph

13、asis will be on personalized and practical. Guests will be offered a choice of one item from a prepared list below:每一位客人在第二次入住酒店时将被询问是否有个人的礼品喜好，将从第三次入住后提供。（称为贵宾级别五之后）。需要强调的是个人化的，实用的礼品。 有一份酒店提供的礼品清单供客人选择。Food食品Deluxe Fruit Basket (approx RMB70)豪华果篮（成本RMB70）Chocolates (approx RMB25)巧克力（成本RMB25）Cookies

14、 (approx RMB20)点心（成本RMB20）Cheese Plate (approx RMB50)奶酪（成本RMB50）Evening Petit Fours (approx RMB20)晚间甜品（RMB20）Canaps (approx RMB20)Snacks (approx RMB20)小吃（成本RMB20）Drinks饮品Red Wine (RMB100)红葡萄酒White Wine (RMB100)白葡萄酒Beer (Tsing Dao (RMB3), Heineken (RMB7.5), Erdinger (RMB17), Corona (RMB7.5)Soft Drink

15、s (Coke (RMB2), Diet Coke (RMB2), Sprite (RMB2), Tonic (RMB3.5), Ginger Ale (RMB3.5), Miranda (RMB2) Deluxe Mineral Water each day (approx RMB20)每日矿泉水（成本RMB20）Fruit Juices (3 different, RMB10 approx per 100ml)Starbucks coffee each morning (approx RMB30)每日星巴克咖啡（成本RMB30）(NOTE - Starbucks closed until

16、8am!)Others其他Flowers (?)鲜花Aromatherapy Candles (?)香蕈浴蜡烛Aromatherapy Bath Oil (?)香蕈精油A Cigar (?)雪茄Music (approx RMB75)音乐（大致成本RMB75）Magazine of choice (subject to availability, approx RMB80)可选的杂志（视情况，大致成本RMB80）If a guest is a regular FIT (more than five visits) and is noted to be traveling with family

17、 on a trip then:如果客人是常来的客人（多于五次）并且这次是和家人一起来的：a one off upgrade by one category should be offered if possible.在尽可能的情况下提供一级的免费升级。 To give recognition to guests staying with us more than once and to make them feel more at home in our hotel. 给予常来客人更多的重视，让他们感觉到家的感觉。TASK NO : VIP03MILESTONE STAYS常规入住客人DEP

18、ARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTANDARD PROCEDUREWHYAs part of our VIP Guest Program we will offer a special gift and a tailored F+B item to our most regular guests on every 10th visit. The F+B item should, if possible, reflect the gu

19、ests personal preferences. 作为贵宾级别之一的常规入住客人，在每十次入住时，都将得到酒店提供的特殊礼物和量身定制的餐饮项目。餐饮项目尽可能满足客人的喜好。The Guest History Controller will note that a regular guest returning to the hotel will be visiting us on a designated Milestone Stay.客史资料管理员将在系统中注明哪些客人此次入住是常规的住店次数。The Guest Relations Manager will be responsib

20、le for liaising with F+B for the item and its delivery to the room. He will also be responsible to select a gift item for the guest and ensure it is presented with a suitable card from the Management to thank the guest for their support and patronage of the hotel.客务关系经理负责与餐饮部联系将要提供给客人的餐饮项目并确保送至客人房间。

21、还需负责礼品的选择，并确保相关经理的签名信放置客人房间，以感谢客人的光顾。VIP status updated for that visit to VIP4.由此，常规入住客人的贵宾级别升级为四级。On the date of arrival the guests visit will be discussed during the morning briefing.在客人到店当天，客人的信息将在早例会上进行讨论。Guest will be greeted upon check in and the officer taking care of them will explain the sp

22、ecial occasion. For the most important of regular guests one of the Management should greet the guest personally.客人在入住时将受到热情问候，和特别关照，并被告知此次入住数。对于特别常住的客人，要有一位经理亲自问候。TASK NO : VIP04SUITE BOOKINGS套房客人DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE:TASK BREAKDOWNSTA

23、NDARD PROCEDUREWHYWhen preparing the next day arrivals list the Rooms Administrator will note any bookings for suites reserved at the correct rate. A note will be put into the PMS for the guests benefits.房间管理员在准备下次来店的报表时，将检查套房的房价是否正确。在系统中注明客人的优惠待遇。The guest will be explained about his additional ben

24、efits whilst be escorted to his accommodation.在引领客人去房间的时候，客人将被告知新增的优惠，The Butler will greet the guest on check in, offer his assistance and inquire about the bathroom amenities.客房管家将迎接客人，并向客人介绍浴室设备。Whilst not strictly VIP all guests who reserve a suite at an applicable suite rate (not upgraded) will

25、 receive the following additional benefits:同时所有以套房价格预定套房的客人将享受以下优惠：Access to the Regent Club.使用行政楼层。Butler Service throughout their stay.无所不在的客房管家服务。An offer of enhanced bathroom amenities from a preselected range.在预选的范围内增加浴室设备。AMENITIES SUMMARY TABLEVIP 0 First Time and Return GuestsVIP 5 Regular,

26、five visits and over and Long Stay GuestsVIP 4 Milestone StaysVIP 3 Special OccasionVIP 2 Special AttentionVIP 1 Top VIPStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterStill / Sparkling Mineral WaterFruit PlateFruit PlateFruit PlateFruit PlateDeluxe Fruit PlateDeluxe Fruit PlatePersonal amenity from 3rd StayPersonal amenity Personal amenity Choice of:CakeChampagne