完成版VIP CATEGORIES SOP

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1、STANDARDOPERATINGPROCEDURESSTANDARDOPERATINGPROCEDURESTheRegentBeijingStandardOperatingProcedures-FrontOfficePage12of12STANDARDOPERATINGPROCEDURESVIPCATEGORIESANDMILLENIUMSTAYPROGRAMTheRegentBeijingStandardOperatingProcedures-FrontOfficePage12of12STANDARDOPERATINGPROCEDURESVIPPROGRAMINDEX贵宾

2、计划目录TaskNo.Description描述VIP01VIPCodesandDescriptions贵宾级别及描述VIP02ReturnGuestProgram回头客计划VIP03MilestoneStays常规入住客人VIP04SuiteBookings套房客人TheRegentBeijingStandardOperatingProcedures-FrontOfficePage12of12STANDARDOPERATINGPROCEDURESTASKNO:VIP01VIPCODESANDDESCRIPTIONS贵宾级别及描述DEPARTMENT:FrontOfficeA

3、PPROVEDBY:KeithTomkies/DirectorofRoomsAPPROVALDATE:TASKBREAKDOWNSTANDARDPROCEDUREWHYVIPstatusshouldbereconfirmedbyReservationswhentheymakethebooking.VIP客人在做预定时要被确认.DetailsshouldbeinputtedintothesystemstatingwhograntedtheguestVIPstatus.细节应该由确认者输入电脑.GuestHistoryControllerwillmonitorVIPstatusi

4、nthefuturetoensureitremainsvalid.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.VIPstatusmustbegrantedbyExcommembers,theFOM,orGuestRelationsManageronlyVIP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.VIP5RegularGuestsandLongStayGuests贵宾级别五：定期来访及常住客人RegularGuestsandLongStayGuests(14nightsormore).ARegularGuestmusthavestayeda

5、tleasttwicebeforeandalsocontinuetostaytwiceeverytwelvemonthsotherwiseVIPstatuswillberemoved.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。VIP4MilestoneStayGuests贵宾级别四：常规入住客人VIP3SpecialOccasionGuests贵宾级别三：特殊来访客人Guestsstayingwithusatthetimeofaspecialoccasion(WeddingA

6、nniversary,Birthday,Honeymoonetc),verydemandingguestsorguestsreturningafterapreviouscomplaint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。VIP2SpecialAttentionGuests贵宾级别二：特殊关注客人ImportantgueststoSalesandMarketing(MeetingPlanners,FamGroups,PresidentsofKeyAccounts,SiteInspectionse

7、tc),theMedia,Celebrities,minorCEOs,PremiumSuiteOccupants(atrackrate)andTheRegentBeijingStandardOperatingProcedures-FrontOfficePage12of12STANDARDOPERATINGPROCEDURESCHAPexecutives(notenoamenitiestobesenttoCHAPexecutivesotherthanfruitandwater).指对酒店市场销售部重要的客