Evaluation index of star-rated hotels

Refers to the share of average house price in the market.

The calculation formula is: average hotel price/average market price.

Remarks: Average market price = sum of room income of all competing hotels.

2. Contribution of 2.CTP operating profit to trading profit

The calculation formula is: IHG operating profit contribution =IHG management fee +IHG incentive management fee.

IHG management fee = total hotel revenue * the proportion agreed in the contract.

IHG incentive management fee = hotel GOP* contract ratio

3. The total operating profit is 3. Republican Party

Calculation formula: the total operating gross profit of all production and operation departments of the hotel (including rooms, F&; B and others)-Total expenses of non-operating departments (including A & amp； G, S & ampm, Engineering and Energy).

Gross profit of each production and operation department = income-direct cost-operating expenses.

4. The average income of each saleable room in 4.RevPAR.

The formula is RevPAR= total room income rev.

Total number of saleable houses

5.RGI income index

The formula is: RGI= hotel RevPAR (average saleable income per room)

Market RevPAR (income of each saleable house in the market)

Market RevPAR= sum of all hotel room revenues.

Total number of saleable houses in all hotels

6.GSTS Guest Opinion Survey System Guest Attitude Tracking System

GSS= customer satisfaction index. (This is a key indicator of GSTS).

The overall evaluation of the quality of service received by the guests during their stay.

GSS guest satisfaction index (an important indicator to measure GSTS). It is the overall evaluation of the services received by the guests during their stay.

7.ESPS employee satisfaction survey employee satisfaction pulse survey

ESS= Employee Satisfaction Index (EMPLOYEE Satisfaction Index) measures employees' overall satisfaction with the company and position.

Five issues that most affect the ESS score in the report of key drivers.

8.TQM Total Quality Management

Total quality management focuses on process improvement and innovation, aiming at finding the root cause of the problem and satisfying the overall satisfaction of the guests. TQM is committed to the improvement and innovation of the scheme, with the aim of fundamentally finding problems and ultimately improving the overall satisfaction of the guests. )

Nine steps of TQM project (TQM

1) project selection

2) Establish a data collection system (establish a data collection system)

3) Data analysis (data analysis)

4) Diagnosis (diagnosis)

5) Solutions

6) Confirmation

7) Standardization

8) Establish a maintenance system (establish a maintenance system)

9) Review

9.PMS hotel management system

Hotels mainly use Lanmark, Fidelio, Opera and so on.

10.SOP standard operating procedure

Hotel Group uses two standard operating procedures, namely (i) training standard operating procedures and (ii) flow chart standard operating procedures. Each hotel will be required to use the framework and customize the sop accordingly to suit its own hotel requirements.

Every hotel needs to use this structure and customize SOP according to its own requirements.

All standard operating procedures can be downloaded from the website. All SOPs can be downloaded from the Group website.

1 1.KNR Important Company Agreement Price Key Negotiation Price

-Responsible by the Global Key Account Manager (responsible by the Group Global Account Manager)

-Special prices are usually offered (usually at a lower price)

-Contract renewal through RFP (unified contract renewal by headquarters)

-Apply and control appropriate strategies (correct strategies need to be formulated)

12.LNR local companies negotiate prices.

Sign a contract directly with the hotel (sign an agreement directly with the hotel)

The account amount is large and the mutual contribution is low (there are many customers, but there are few nights between companies)

The contract price is mostly higher than KNR (usually higher than the contract price of KNR).

Renew the contract by the salesperson (renew the contract through the salesperson)

Work priorities in 2007 (work priorities in 2007)

13.RFP cooperation agreement application proposal

-Most of them are signed or renewed annually (most of them are signed or renewed once a year).

-NSO/rsoft will provide assistance (China Sales Office will provide assistance).

-The application major is from KNR (mainly applying for KNR (Important Company Agreement Price))

-For global customers (for global customers)

14. Suitable for completely independent individual travelers.

Book the room separately, and the organizer will settle the bill directly by himself/herself when checking out.

Personal reservation, unorganized, will be settled directly with the hotel when checking out.

15. Do not disturb, do not disturb.

-Do not disturb light (Do not disturb light is on)

-Do not disturb sign (hang do not disturb sign)

16.VIP very important person

-Hotels have different standards for different VIP settings, including fruit baskets and flowers. Hotels have different standards for different VIP levels, including fruit bowls and flowers. )