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Standard Operating Procedure
SOP No. 1200.40
Department
Front Office
Page
4/4
Subject
Incentive program
Issue Date
Revision
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Purpose The Up-selling Incentive Program is developed to generate extra room revenue by rewarding Front Desk employees to offer higher category rooms to our guests while ensuring maximum guest satisfaction, at the time of check-in. |
Цель
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Responsibility: It is responsibility of the Front Office Manager to ensure guest satisfaction in return of maximizing revenue. The Financial Controller is required to establish and maintain adequate control over upselling incentive payments. |
Ответственность: |
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Procedure: An upgrade to a higher class room can be offered to all arriving guests with the existing reservation for a supplement. Corporate rates can avail of this offer as well. Standard rooms to Business class room and Business class room to a Suite and etc. To upgrade from one room type to another the guest has to pay the difference between the retail rate for the room type he has originally booked and the retail rate of the room that he wants to upgrade to as a supplement per night on top of his original rate. The rate has to be amended in Opera according to the rate quoted to the guest. The rate on the registration card needs to be changed and the guest has to initial it. The pre-authorization of the credit card or the cash deposit have to be increased accordingly. The receptionist who did the up sell completes the up sell log (Name of the guest, room number, date, number of guests, number of nights, up selling amount, staff name) and gets a signature of the FO supervisor. A printout of the reservations changes and folio (paid invoice) from opera with the room type change is attached to the up sell log. The AFOM double checks the up-sells and attaches a copy of the folio as proof that the money has been paid by the guest on check out. Sheets for each staff member with the total up-sells are prepared by the AFOM. The FOM cross checks the results against the reservations and confirms the incentive together with the payroll for the current month (on the 1st working day of each month from 1st of the previous month that means full month from 1st previous till 30/31 previous month). The FC and GM approve the incentive. The Financial Controller is responsible that an incentive is paid together with the salary. • Every employee is responsible to log his own upsells. The FOM will then prove sign. Signed lists will be signed by the GM to approve the payment and then will be passed to the Accounting Department. • All Carlson Club Enrolment forms have to be signed, entered in the daily CC log by the employee who enrolled the guest and given to the FOM on the same day of enrolment. Points for selling higher categories and upgrades at the reception: Upselling on the Front desk (Minimum count of upsells per person must be 5 per month) - Walk in (per room) * Upselling on the Front desk (per room) STD ->JST - 150 RUB * 100 RUB JST->1ST -200 RUB *100 RUB
1ST->2ST -200 RUB *100 RUB STD->2ST -500 RUB *500 RUB Club Carlson Enrolments (monthly target must be reached – 60 CC cards), for the 61 enrolment – 500 rub bonus, and each following after 62 enrolment - 25 rub. Medallia responses Each hotel employee gets 500 Rub for each good and personal comment from the guest. The guest should write the name of the employee. Comment must be either in Medallia or in guest feedback book. The feedback will need to be printed or copied and attached to the bonus application. FOM is responsible for providing department heads with the comments from Medallia or feedback book, and each department head is responsible for providing or not providing bonus. |
Процедура: Чтобы повысить категорию номера с одного на другой, гость должен оплатить разницу между стандартным тарифом на данную категорию и стандартным тарифом номера высшей категории, в который гость хочет переселиться. Стоимость номера должна быть изменена в Опере соответственно. Специалист по работе с гостями должен заполнить регистрационную карточку, все данные должны быть изменены, гость должен ее подписать, супервайзер должен поставить подпись. Предварительная авторизация кредитной карты или залог наличными должны быть увеличены соответственно. Стандарт>Полулюкс - 150 рублей * 100 рублей Полулюкс ->Люкс -200 рублей *100 рублей
Люкс->Президентский люкс -200 рублей *100 рублей Стандарт->Президентский люкс -500 рублей *500 рублей Регистрация участников Клуб Карлсон (минимальное количество 60 карт в месяц), за 61 регистрацию – 500 руб., и за каждого последующего 25 руб. |