假日集团的销售 PNP 全套表单.doc

HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/01 DEPARTMENT:Sales & MarketingREFERENCE NO.: LL/GA/001/98/S&M SECTION:Group/TourDATE:01 August 1998SUBJECT:Group Reservation ConfirmationLAST UPDATE:01 August 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:All reservations from T/A must be handled within 24 hours according to this procedure. Purpose:1. To establish efficient working system within Group Section for easy reference.2. To keep the efficient flow of sales enquiries and administration to achieve targets set.Standard Operating Procedure:1. Any room reservation requests received from travel agents must be in writing e.g. fax, letter or telex.2. All room reservation requests received from travel agents must be responded within 24 hours.3. As soon as the Tour Coordinator receives the requests from travel agents, he/she needs to copy all necessary information to the Group Administrators Masterfile according to the agents company name. ( Sample attached ).4. Upon receiving room reservation requests from travel agents, Tour Coordinator needs to clarify all details first and then complete Group Confirmation Form ( Sample attached, printed on NCR paper ).5. The group room control sheet should be checked for room availability. The completed Group Confirmation Form then needs to be keyed into Lanmark in order to retrieveconfirmation number, in order for all reservations showing a confirmation number is taken as being confirmed.6.After getting the Confirmation Number, the Tour Coordinator should take all forms immediately respond by faxing the actual Confirmation Form thus advising them that the reservation has been confirmed.7.Also the confirmation number for said group should also be recorded down on Group Administrators Masterfile.8.The confirmed Group Confirmation Form and all relevant correspondence is filled into the Group Reservation Tracing system. ( See P & P on Group Reservation Tracing System ) DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.: LL/GA/002/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:FIT Group Handling LAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy: All FIT Group administration will be handled by Tour Coordinator with check in done by Reception.Purpose:To clarify the responsibilities and procedures of handling FIT groups between Reception and Group Administration Section in order to Achieve highest guest satisfaction.Standard Operating Procedure:1.All groups with 10 pax or below are defined as FIT groups.2.All FIT groups will be checked-in & out by F/O Reception Department as per procedures already determined.3.All administrative work concerning any sales enquiries from travel agents will be handled by Sales & Marketing Department and copied to Front Office accordingly.a)Upon receiving the sales enquiries e.g. reservations, amendments, cancellations etc.; the Tour Coordinator will be responsible for filling up relevant forms and for follow up.b)The forms used by Tour Coordinator are: - Reservation Order- Reservation Amendment/Cancellation Order - FIT Group Meal Summary. ( Samples attached printed out by Lanmark system)4.The Group Meal Summary will differentiate between the meal status/arrangement required for Groups and FIT Groups. This form will be issued every Friday for the period of Monday to Sunday for the following week to F/O and F & B Department.5. Upon checking in the FIT Groups, Reception will be responsible for filling in the In-house Group Information Form ( Sample attached ) and distributing to concerned departmentsfor necessary follow up. DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/003/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:30/15/7 Days Follow Up FaxLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:All FIT/GIT Reservation received 1 month before actual guest arrivaldates from travel agents must be updated by sending out the 30/15 Days Follow up Fax.Purpose:To maximize the hotel room revenue by reducing the cancellation and no-show.Standard Operating Procedure:1. The 30/15 Days Follow Up Fax will be issued only for those bookings ( esp. seriesbookings ) received before 1 month of actual guests arrival date.2.The format of this fax will be kept in the Reservation/Sales computer. The reservationist will be responsible for printing our and issuing to respective clients for feedback whenever required.3.This fax will usually be issued twice in total:a)The first issuing date is 30 days before guests actual arrival date.b)The second issuing date is 15 days before guests actual arrival date.c)The third issuing date is 15/7 days before guests actual arrival date.4.In situations when the bookings received are within 1 month of the arrival date, then usually it is not necessary to send this fax for clarification of any changes.5.The Hotel Bank Details for Deposit collecting purposes should be clearly stated on the 30/15/7 Days Follow Up Fax.6.Upon receipt of advance deposit, Tour Coordinator will be informed in writing by Accounts Receivable on the same day of receiving.7.In the event that no deposit has been received from T/A as deadline set, Reservationist should immediately advise DOSM for necessary action taken.8. Upon receiving feedback from agents, should there be any amendments, the Tour Coordinator is then responsible for completing the Group Amendment/Cancellation Form with the relevant information and distributing to all departments. DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/2DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/004/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:Group Reservation Tracing SystemLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:All reservations from T/A must be properly filed according to this tracing system.Purpose:To establish a filing system for easy allocating and tracing groups reservation forms.Standard Operating Procedure:1.This tracing system is set up with 3 filing cabinets, which are:a)Yearly Tracing Cabinet.b)Monthly Tracing Cabinet.c)Weekly Tracing Cabinet.2.There are 12 Hanging Files in the Yearly Tracing Cabinet each representing one month and arranged in month order i.e. January to December.3.There are 31 Hanging Files in the Monthly Tracing Cabinet each representing a date and arranged in date order i.e. from 1 to 31.4.There are 7 Hanging Files in the Weekly Tracing Cabinet each representing one day and arranged in day order i.e. from Monday to Sunday.5.All reservation files kept in the Yearly Tracing Cabinet are for the current year or for the following year only.6.All reservation files kept in the Monthly and Weekly Tracing Cabinet are for the current month and week only.7.All reservation files especially series bookings are usually kept first in the Yearly Tracing Cabinet by monthly order for necessary follow up. In the event that sales enquiries are received only in the current month or week, then the reservation files will be directly filed in the Monthly Tracing Cabinet or the Weekly Tracing Cabinet accordingly.8.On the last day of the current month, all reservation files for the following month should be taken out from the Yearly Tracing Cabinet and arranged in the Monthly Tracing Cabinet by date order for 30/15/7 days follow up.( Please see P & P on 30/15/7 Days Follow up Fax ).9. Also on the Thursday of the current week, all reservation files for the following week must be taken out from the Monthly Tracing Cabinet so that the Group Order can be issued accordingly. This is arranged into the Weekly Tracing Cabinet by day order for further reference. DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/005/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:Group OrderLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:Group Orders must be issued every Friday for groups arriving from thefollowing Monday - Sunday.Purpose:To update and coordinate closely with F/O, F&B and Acct. personnel to ensure communication and proper handling of the groups requirements.Standard Operating Procedure:1.Group Orders ( printed on NCR paper & Sample attached ) will be issued only for GIT groups which are groups with 10 or above pax as per procedures already determined.2.Group Order is for the hotels internal use only and represents the most updated & accurate details/arrangements for each expected group.3.Group Orders will be issued every Friday for groups arriving the following week from Monday to Sunday.4.Group Orders must be distributed by the reservationist by 8:00 am every Friday to FrontOffice, Food & Beverage and Accounting Departments.5.The reservationist must ensure that all requirements and arrangements for groups are clearly stated, especially the billing instructions.6.In the event that there are any changes made after Group Order has been issued, the Group Amendment/Cancellation Form will be then issued by the reservationist to keep concerned Departments updated of these changes.7.Any last minute changes or additional requirements from groups upon check in will be handled by the Tour Coordinator according to the Policy and Procedures. DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/006/98/S&M SECTION:Group/TourDATE:August 01. 1998SUBJECT:Master FileLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:All sales enquiries for reservations from T/A must be recorded down on this file.Purpose:1. To accurately record all reservations.2. To avoid chances of miscommunications internally and externally.3. To monitor individual T/As room night production.Standard Operating Procedure:1.Any GIT group reservations from T/A must be recorded on the Master File as per details required. 2.A Master File is issued for each travel agent.3.It is the reservationists responsibility to update the Master File daily.4.Confirmation numbers are required to be noted in the Master File once received from the Reservations Department.5.Masterfile must be updated with materialization information for future record.DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/007/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:In-House Group InformationLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:In-house Group Information Forms must be completed and distributed for all FIT/GIT groups to concerned departments on the same day of arrival. Purpose:To ensure all check-in groups requirements have been handled accordingly by the concerned departments to maximize guest satisfaction. Standard Operating Procedure:1.In-house Group Information ( Sample attached; printed on NCR paper ) must be completed after GIT groups have been checked in.2.Tour Coordinator will be responsible for completing the In-house Group Information for in-house GIT groups.3.This form should be completed accurately with the help of the N/G and/or Tour Leader by providing all required information about groups itinerary/arrangements as detailed on the form.4.The person who checks in the particular group must note down his name and date on the form for future reference in the event that details need to be clarified.5.The completed form must be distributed immediately to all concerned departments.6.If any last minute changes are received after the In-house Group Information form hasbeen ssued, all concerned departments will then be informed by receiving another In-house Group Information with “Amendment ” marked on it.DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.: LL/GA/008/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:Tour Coordinator LogbookLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:Any events/feedback/problem received during the day to day work must be recorded in the logbook.Purpose:To keep management informed of all feedback received from groups for necessary action required or rectification.Standard Operating Procedure:1.This logbook will be used by Tour Coordinator on duty only as internal communication tool for their day to day work.2.Events such as:a)Early arrival/departure groups.b)Feedback such as guest satisfaction/complaints/compliments.c)Problems such as difficulties in coping with last minute changes.d)Any information about our booking sources such as names of foreign agents.etc. must be recorded on the logbook.3. The logbook must be handed over to DOSM for reviewing at 8:00 am every morning4.Then this logbook will be returned to Tour Coordinator by 9:00 am the same day. DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/1DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/009/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:Cancellation/No-show Fee Notice to T/A LAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:Any cancellation or no show will be penalized according to limits as agreed in contracts.Purpose:1. To encourage an efficient and accurate room blocking by agents.2. To maximize rooms revenue.3. To assist credit officer on payments settlement with T/A.Standard Operating Procedure:1. The Cancellation/No-show Fee Notice will be sent out by the DOSM with a notice to GM -T/A in form of a fax as sample attached within 24 hours whenever there is Cancellation/no-show received from T/A.2.The following points must be clearly noted on the notice fax:a)Name of group canceled/no-show.b)Original staying dates/period.c)Hotel Cancellation/No-Show Policy as stated on our formal Agency Contract.d)Total amount of room charges owed to our hotel.3.This notice must be copied to the Credit Officer for follow up with the help of Sales & Marketing Department if necessary.4.A weekly report on this will need to be prepared and minuted at S&M meeting.5.Based on weekly report. a Monthly Cancellation/No-show Fee Summary Report will be submitted as part of Tour Coordinator Monthly Report to DOSM with a copy to GM for information and Credit Officer for necessary follow up. DISTRIBUTION LIST : General Manager Executive Housekeeper Financial Controller Food & Beverage Manager Front Office Manager HOLIDAY INN GUIYANGPOLICY AND PROCEDUREPAGE NO. 01/2DEPARTMENT:Sales & MarketingREFERENCE NO.:LL/GA/010/98/S&M SECTION:Group/TourDATE:August 01, 1998SUBJECT:Travel Agents Fam Groups HandlingLAST UPDATE:August 01, 1998ISSUED BY:Lily LooAPPROVED BY:General ManagerPolicy:All T/A Familiarisation Group must be handled according to this procedure.Purpose:To maximize the sale potentials of hosting travel agents fam groups.Standard Operating Procedure:1.Full reservation details of the group as per a normal booking should be requested from the Local/Overseas handling agent. The additional information required would be:a)Job titles of the group members.b)Travel agency with which each group number works for.c)Purpose for visit.2. Room Rates, room setup and meals or hosted meals required may be negotiated separately or given as complimentary. This is on a case to case basis and requires prior approval from GM/DOSM. 3.A scheduled appointment for a hotel site inspection must be prearranged prior to groups arrival. 4.All T/A fam groups must be reported and minuted at the Sales & Marketing meeting one week prior to groups arrival.5.The Tour Coordinator then will hig