IHG- FO KPO 2012 Strategy(洲际酒店业绩管理)

2012 KPO Strategy - Front OfficeFebruary 04th , 2012

2012 KPO Strategy – Front Office

Financial Returns 财务回报

2012 KPO Strategy – Financial ReturnsFinancial Returns 财务回报 Drive Room and Breakfast Upselling

推动房间升级销售及早餐销售 全体前台员工和GRO进行培训

Conduct training for all FD and GRO staff

Primarily target Leisure guests, PCR base members and families for most effective result 最有效的方法是以休闲客人，优悦会俱乐部会员和家庭客人作为首要目标

Drive Priority Club Enrolment Performance

推动优悦会会员入会数量

Inpidual target for each FO section has been assigned in order to guarantee minimum enrolment of 120 members per month 前厅部每个分部门制定个人目标以完成每月至少120的会员入会数量 Email capture of 60% to be supported by revised Registration Card and guest Business Card upon arrival 通过修改登记单以及在客人办理入住时收集名片来完成邮箱收集工作

Identify return guests and actively introduce Ambassador program 识别回头客并积极介绍大使卡计划 推动礼宾部车队和商务中心的收入

Drive Concierge Transportation and Business Centre revenue

Introduce VIP car amenities to make service more attractive 提供VIP车辆设施使这项服务员更具有吸引力

Consider to revise Business Centre price list to make service more attractive 考虑修改商务中心价目单使服务更具有吸引力

2012 KPO Strategy – Front Office

Guest Experience 宾客体验

2012 KPO Strategy – Guest ExperienceGuest Experience 宾客体验 Front Office – Stay and Service Experience 前厅部——住宿及服务体验 Efficiency of Check-In 办理入住登记的效率

Front Desk Service Training to be conducted within Feb 2012, daily spot-checks to be carried out on daily basis by FD Supervisors 2012年2月，前台进行服务培训，前台主管每日进行抽查

Efficiency of Check-Out 退房过程的效率 Front Desk Service Training to be conducted within Feb 2012, daily spot-checks to be carried out on daily basis by FD Supervisors 2012年2月，前台进行服务培训，前台主管每日进行抽查 前台人员非常友好

Front Desk Staff was Friendly

Shortened IHG Be My Guest training to be carried out in Feb 2012 addressing staff service attitude and guest culture . 2012年2月将缩短的洲际集团“我的客人”培训课程完成，提高员工服务态度。

Courtesy of Bell Staff 行李员的礼貌 Concierge “In the know” toolkit has been obtained and is planned to be initiated and completed within 1820 weeks starting from the middle of Feb 2012. 礼宾部“深入洞悉”已经获得的资料，计划从2012年2月中旬开始，在18-20周内完成

2012 KPO Strategy – Guest ExperienceGuest Experience 宾客体验 Front Office – Loyalty

Program Recognition 前厅部——忠诚计划体验

Recognition of Ambassador members should achieve 90% 大使卡客人的识别率需达到90% Conduct GRO Service Training by Feb 2012 addressing this issue. Current scoring already above regional brand average (per Dec. 2012)

2012年2月进行GRO服务培训来解决这个问题。目前的分时已经超过区域的平均标准(2012年12月) AMB satisfied with AMB Benefit in our hotel should achieve 82.17% 在我们酒店大使卡客人对大使计划的优惠满意程度需达到82.17% Current scoring of 76.78 (Satisfied + Very Satisfied + Completely Satisfied), Ambassador reception training to be conducted as part of GRO Service Training in Feb 2012 目前的分数为76.78(满意+很满意+完全满意),大使卡客人的接待培训也需要作为2012年2月 GRO服务培训的一部分 Greeted as PCR member upon check in should achieve 90% 入住时识别优悦会会员需达到90% Opera PMS Global Alerts are set, check-in standard has been revised and will be trained as part of Front Desk Service Training in Feb 2012 Opera PMS全球通知已经设置好，办理入住标准已经修改会作为2012年2月前台服务培训的一部分6

2012 KPO Strategy – Front Office

Our People 员工团队

2012 KPO Strategy – Our PeopleOur People 员工团队 Drive FO engagements in accordance with TNS targets 前厅融入满意度与TNS目标一致 Achieve FO engagement score of 80% 前厅部融入满意度分数达到80% Achieve FO participation of min. 90% 前厅部出席率至少90%

Talent Development

人才开发

Promote at least 3 colleagues to L6 level by the middle of 2012 到2012年年中至少提升3名员工至6级

Identify High Potential candidates by Q2 2012 and actively manage PDP 在2012年第二季度认可高潜力的员工并为其制定个人发展计划

2012 KPO Strategy – Front Office

Responsible Business 企业责任

2012 KPO Strategy – Our People

Responsible Business 企业责任 Green Engage: 节能 Comply to Green Engage standards within Front Office 前厅部办公室遵守节能原则

Project Hope Foundation Donation: 希望工程捐款 Actively drive Project Hope donation and achieve donations of minimum 25% of all non-group departures 积极推动希望工程捐款，非团队客人至少达到25%的捐款率

Brand Safety Standards

品牌安全标准

Ensure full compliance of Brand Safety Standards within FO 确保前厅部所有员工服从品牌安全标准