某酒店及度假村市场销售部标准工作程序(P)

1/69SALESANDMARKETINGDEPARTMENTSTANDARDOPERATINGPROCEDURES标准工作程序2/69旅游行业价(包括酒店员工)S&M-0083/69ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南SubjectSubject:RateStructurePreparedby:DirectorofSalesprovedbyGeneralManagerOBJECTIVE的PROCEDURES流程Ref:4/69ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:Preparedby:DirectorofSalesandpprovedbyGeneralManager5/69OBJECTIVEOBJECTIVE的PROCEDURES流程调以适应未来十二ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南ubjectPromotionPackageRef:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理OBJECTIVE的淡季拓展业务以提高酒店入住率和收入.PROCEDURES流程6/69。的有效性、目标消费ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南7/69Subject:ContractualAgreementRef:参考号:S&M-004Preparedby:DirectorofSalesandpprovedbyGeneralManagerOBJECTIVE目的PROCEDURES流程效。监。8/69ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南SubjectSubject:CorporaterateStructureRef:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理OBJECTIVE的PROCEDURES流程房价(人民币)9/69多少时间去拜访一次何种级别的商务客户)提供的房价(一般情况，高产量“A”“B”“C”10/69建议“B”价格建议“C”价格建议“C”价格酒店可提供的房间度假者及商务旅行者的旅行方式商务客户在该地区的经营种类务客户在该地区的市场经营X围可望提供酒店的直接竞争者特殊酒店的直接的竞争者全面的经营管理目标1)检查该客户客源提纲情况的原始记录，查明是否属以下三种情况A\无客源11/69交由市场销售总监申请批准。一旦市场销ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:GovernmentRateRef:Guideline参考号：S&M-006pprovedbyGeneralManagerOBJECTIVE的PROCEDURES流程12/69lParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:DiscountToTravelRef:AgencyPersonnel参考号：S&M-007dDateAugustOBJECTIVE的edX13/69PROCEDURES流程ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:DiscounttoTravelIndustry(includinghotelpersonnel)Preparedby:DirectorofSalesandRef:14/69rovedbyGeneralManagerOBJECTIVE的PROCEDURES流程1.Alltravelindustrypersonnelwillbeentitledtoaminimum50%roomratewiththereservationandwillbegrantedatthediscretionoftheDirectorof部后经市场销售总监审查批15/69师如要求享受减免房费，应ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:Preparedby:DirectorofSalesandOBJECTIVE的PROCEDURES流程ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南16/69Ref:Ref:Preparedby:DirectorofSalesandOBJECTIVE的PROCEDURES流程ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:Preparedby:DirectorofSales17/69pprovedbyGeneralManagerOBJECTIVE的oconfirmingplimentaryroomstoguestsandhouse-userooms,therelevantapprovalproceduresshallbeobservedwhereverappropriate.plimentaryRoomsarereferredtoroomstaysgivenfreeforbusinessnpurposessuchasfamiliarisationgroupsandtravelagentsentaryroomsaccordedtoBrandHotelemployeesforleisureHouseUseRoomsarenon-revenueproducingguestroomsoccupiedeitheronatemporaryorpermanentbasis.。•TemporaryHouseUseRoomsareroomsthatprovidedonalimentarybasistomembersofstafffortemporaryuseoflessthanthstoconsultantsforbusinesspurposesrelatingtothehotelandciansentertainerscontractedtoperformatthehoteloutletsAlsooomsprovidedtemporarilytootherBrandHotelsstaffonofficialvisitssuchasVice-Presidents,DirectorsofHotelOperation/Finance,InternalAuditors,etc.18/69•PermanentHouseUseRoomsarehouseusebystafflivingintheimumperiodofmonthsorthoseroomsthatconvertedintoofficesforhotelmanagementuse.•酒店长期自用房是指供给酒店员工至少6个月居住用的房间以及业已改PROCEDURES流程•Departmentconcernedshallpreparetheplimentary/House-useroometingthedetailsrequiredminimum相关部门需要提供免费/酒店自用方申请单:ateDateInclusiveofbreakfastficns√√√pplicableanisingmittee√√√TemporaryHouseUse√√√pplicable√√√19/69是由(申请原因)DepartmentHeads(e.g.DirectorofSales,HOTELMANAGERetc.)shallnedconfirmtherequestandthereonforwardtherequestforapproval•各部门领导(如：销售总监，酒店经理等)对申请表进行签字确认，提交•plimentaryroomrequestsshallbeapprovedbytheHotelManagerandtheGENERALMANAGER.准。TemporaryHouse-useroomrequestsshallbeapprovedbytheHotelManager.批。Subsequenttotheapproval,thesaidrequestformsshallbeforwardedto:oReservationDepartmentwhowillinputtherequestintothePMSoFrontOfficewhowillkeeptheformattachedwiththeguestoIneAudit,whowillverifythisagainstplimentary/House-useRoomsoF&BDepartmentifthereismealarrangement,andoFilecopythatiskepttheRequestingDepartment.o前台保留该申请表格并附好客人登记卡o内审将该申请表与免费房/酒店自用房报告进行核实20/69o餐饮部确定已经做好定餐登记o各申请门保留该申请表的副件Dailyplimentary/House-UseRoomReportsshallbereviewedbytheDutyManagerandinvestigateifthereisanydiscrepancy.•当值经理要对每天的免费房/酒店自用房报告进行检查，如情况有出入，应•RequestforPermanentHouseUseRoomshallbesubmittedtoOwnerOfficeforapproval.。•Dailyplimentary&House-UseRoomReportsthatgeneratedfromthePMSshallbedistributedtoExecutiveAssistantManagerforhisreview.每天的免费房及酒店自用房的酒店管理系统的报告需要提交酒店经理审•FrontOfficeisrequestedtoprepareaweeklyplimentary&House-UseshallbedistributedtotheHotelManagerandtheManagingDirectoroneveryMonday.前厅部必须每周准备免费房及酒店自用房的报告，并在每周一递交给酒店21/69费客人双人房不受入住率的限制。额外的免店有合作协议的航空公司和旅ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualSubject:销售计划Preparedby:DirectorofSalesRef:22/69pprovedbyGeneralManagerOBJECTIVE的PROCEDURES流程项活动的公司或是专门负责此种团体的一些旅行加者的个人预定或是通过委，为了赢得这批客源，酒店需与展览中心，当地23/691)预定询问销售部联系，或通过某个旅行社联系的方式询2)在接受预定前应考虑以下几点：度相应的团队报价书有关人员和市场销售总监开会，确定具体细节(如：房价、特殊要求等)3)考察酒店者将填写客户意见反馈表记及相关的4)谈判售人员在制定计划之前将具体要求于5)制定计划、日期、延住政策、免费房政策、高级将送往活动组织者处，以便在最后期限6)加以确认细节，销售代表因将确认信副本交到前厅经24/697)团队的进展8)付费方式会议方面的费用，房费及杂费由客人的时间段内给予饭店一定数量的生意。此或预付款的形式，其所有的帐在离9)与各部门经理的预备会议10)事后工作告，ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:PolicyPreparedby:DirectorofSalesandpprovedbyGeneralManager25/69。sParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualRef:Ref:Preparedby:DirectorofSalesandOBJECTIVE的26/69PROCEDURES流程修改预定时，将在预定单上做适当的改动，原始预和取消工作尽快完成1、客人XX2、预抵时间3、预离时间4、房间种类5、房价6、申请人XX7、申请人8、公司名称ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualRef:Ref:Preparedby:DirectorofSalesandOBJECTIVE的27/69PROCEDURES流程修改预定时，将在预定单上做适当的改动，原始预和取消工作尽快完成ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualRef:Ref:Preparedby:DirectorofSalesandOBJECTIVE的28/69PROCEDURES流程合同而主动与酒店联系或销售人员传资料，向客户介绍酒店设施并探察潜监、销售经理应调查该公司的具体情况，如经客源潜力，由市场销售总监批准给予相应的到客户处，也会在拜访时由销售人员转2)阅览客源数量司客户将被取消或提高价格，相反，如一个档次(“A”或“C”)ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManual29/69Subject:Ref:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理OBJECTIVE的PROCEDURES流程预定种类(新的、更改、取消)协议公司？(如果不是，提供柜台价然后联系客人查明公司(生意量))特殊安排／要求(特殊房间、放置东西等)付帐方式(旺季，需要付押金，大客户需要挂帐安排等)30/69(2)如果房间紧，先检查出租率(4)将填写完整的预定单给预定部，输入电脑，如果是当前的预订或房间要及要签字，然后把第二联还给销售部留档。之日，销售员需要查看当天到达预定单。员将仔细研究是否合理，是否可以接受，客人是31/69早晨打给客人至歉，并做必要的安排让客人住回ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualRef:Ref:Preparedby:DirectorofSalesand要求的表格上，并交给销售总监批准房间类型、到达日期、离店日期。销——第一页：给旅行社的(确认)32/69——第二页：自留(开FILE)——第三页：预订部(做预订)5、团队计划(变更)单餐饮部)，销售人员亦发给旅行社变更(确认)单。表注明取消，并填写团队取消单，发给7、团队(订房)程序到达及，保证用餐安排及定金于控制，收到定金后，销售人员发出确关于其财务信贷情况，销售人员将通1)离店前现付2)全部预付/到店前现付33/69类型、种类等，销售部将复印给有关部门(前厅、餐饮、财务)—叫早时间间在离店时(后)款员核对;ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:GuaranteePolicyRef:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理DEFINITION定义nwithonenightchargeguaranteedeitherintheformofcreditcardoraletter/fax/telexbycorporate.OBJECTIVE的34/69PROCEDURES流程住。如果客人不到店，将押金转入“未4.Nochargeistobeleviedifcanceledbefore6pm.Onthedayofarrivalforra35/69准备其他房间提供给客人，这ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:Preparedby:DirectorofSalesandOBJECTIVE的gyParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南36/69Subject:DepositRef:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理OBJECTIVE的Withthepolicies,hotelhasacredittoprotectinerevenueandfinancesituation.GUIDELINE规程WITHIN3MONTEHS三个月以内Minimum70%oftotalrevenueuponsigningofcontractifpanyhasnocreditBEYONG3MONTHS三个月以上Minimum50%oftotalrevenueuponsigningofcontractifpanyhasnocredit2MONTHS两个月1MONTH一个月Minimum80%oftotalrevenueuponsigningofcontractifpanyhasnocredit37/691/2MONTH半个月Minimum80%oftotalrevenueuponsigningofcontractifpanyhasnocredit7DAYS七天100%oftotalestimatedrevenueuponsigningofcontractifpanyhasnocreditINSURANCE保险FORBIDDEN禁止ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南RefRef:Subject:Upgrading38/69pprovedbyGeneralManagerOBJECTIVE的PROCEDURES流程deto销售总监升级行政客房和套房(佰悦套房除外)，之前必须征得市场销售总3.TheDirectorofMarketingisrequiredtoseektheapprovalfromtheHotel39/69ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:Preparedby:DirectorofSalesandOBJECTIVE的PROCEDURES流程。40/69空，在重要客户出现6.FlexibilityshouldbeappliedtoyourcallstrategyinordertoacmodateyourParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Ref:Ref:Preparedby:DirectorofSalesand41/69OBJECTIVE的inistration旅游机构(当地、海外)42/69优选到店频率(级别)‘A’客户每月到店一次‘B’客户每三个月到店一次43/69‘C’客户每六个月到店一次n置的地图，以便于作计划和44/6945/69包括时间、被访者、备注，注明关键的团队，每个都应该成为计划，而不是礼46/69ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:SalesMeetingRef:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理OBJECTIVE的47/69栏，体现采取行动的时间和负责人。如果指定PROCEDURES流程的开拓情况、业务丢失的原因(如有)，以及市场业务的开拓潜力。48/69。hasn49/69DirectorofSales&MarketingshouldreportdailytoHotelManagerforthe讨论的问题50/69，通常每星期一做(1)FAMILIARIZATIONTRIP访问参观团ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:GiveawayandGuestRef:Amenities参考号：S&M-026Preparedby:DirectorofSalesandpprovedbyGeneralManagerOBJECTIVE的PROCEDURES流程51/69ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualRef:Ref:Preparedby:DirectorofSalesandOBJECTIVE的察者了解酒店情况，增进交流，扩大酒店的知应包括宴请费用的预算。每周都要制定宴请日程表，详细描述52/692.与对商务客户宴请一样，对旅行社代理的宴请也是相当重要，是一种重要3.宴请公司客户良好的关系4.宴请的频率决定于管理人员的特殊的特性，基本每位销售人员一周宴请二5.得到宴请的批准训。53/69ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManualRef:Ref:Preparedby:DirectorofSalesandOBJECTIVE的X54/69(1)准备好一周的销售计划(2)了解公司的背景及具体的情况(3)检查公司以往预定入住量(4)订出与公司订房者的约会(5)查明公司地址(6)带齐必备的资料：地图、名片、销售资料、纪念品以及销售记录卡便向客人介绍要对客人是否满意而负责，他们的行为(1)把拜访结果输入电脑做记录(3)及时处理客户需求(4)完成销售报告55/69ll准。一种销售方法则是把销售的ParkWiseHotelTianJinSalesandmarketing–Policies&ProceduresManual56/69Subject:Ref:Preparedby:DirectorofSalesandpprovedbyGeneralManagerOBJECTIVE目的57/69驻店客人，预定部和私人关系，发展过ParkWiseHotelTianJinSales&Marketing–Policies&ProceduresManual市场销售-制度和流程指南Subject:HotelinspectionRef:Preparedby:DirectorofSalesandpprovedbyGeneralManager批准：总经理OBJECTIVE的58/69PROCEDURES流程。。basisonhotelforecastandobjective.Andshouldfillouttherequisitionformetc.andsubmittedbyDirectorofSales&MarketingwithapprovalofHotel填写客人的详细信息，包括：职位、公市场营销总监签字，并由总经理批准.e59/69外观。设施，旅游产品和服们将住宿于酒店并体验酒店的设施和60/69销售经理必须检查房间预定情况，以确保客人人去查看以确保参观顺畅无障按时在