完成版VIP CATEGORIES SOP 201006.doc

STANDARD OPERATING PROCEDURES VIP CATEGORIES AND MILLENIUM STAY PROGRAM  VIP PROGRAM INDEX 贵宾计划目录 Task No. Description描述 VIP01 VIP Codes and Descriptions 贵宾级别及描述 VIP02 Return Guest Program 回头客计划 VIP03 Milestone Stays 常规入住客人 VIP04 Suite Bookings 套房客人  TASK NO : VIP01 VIP CODES AND DESCRIPTIONS贵宾级别及描述 DEPARTMENT: Front Office APPROVED BY: Keith Tomkies / Director of Rooms APPROVAL DATE: TASK BREAKDOWN STANDARD PROCEDURE WHY VIP status should be reconfirmed by Reservations when they make the booking. VIP客人在做预定时要被确认. Details should be inputted into the system stating who granted the guest VIP status. 细节应该由确认者输入电脑. Guest History Controller will monitor VIP status in the future to ensure it remains valid. 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. VIP status must be granted by Excom members, the FOM, or Guest Relations Manager only VIP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. VIP 5 Regular Guests and Long Stay Guests 贵宾级别五：定期来访及常住客人 Regular Guests and Long Stay Guests (14 nights or more). A Regular Guest must have stayed at least twice before and also continue to stay twice every twelve months otherwise VIP status will be removed. 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。 VIP 4 Milestone Stay Guests 贵宾级别四：常规入住客人 VIP 3 Special Occasion Guests 贵宾级别三：特殊来访客人 Guests staying with us at the time of a special occasion (Wedding Anniversary, Birthday, Honeymoon etc), very demanding guests or guests returning after a previous complaint 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。 VIP 2 Special Attention Guests 贵宾级别二：特殊关注客人 Important guests to Sales and Marketing (Meeting Planners, Fam Groups, Presidents of Key Accounts, Site Inspections etc), the Media, Celebrities, minor CEOs, Premium Suite Occupants (at rack rate) and CHAP executives (note no amenities to be sent to CHAP executives other than fruit and water). 指对酒店市场销售部重要的客人（例如会议策划者，团队组织者，重要客户公司的总裁，预定决策人）媒体客人，名人，首席执行官，高级套房入住者（付门市价格）以及卡尔森集团亚太区高职（此类客人只享用水果和矿泉水） V