五星级酒店销售部完全手册

ORIENTAL WISE HOTELS & RESORTS STANDARD OPERATING PROCEDURES 1 ORIENTAL WISE HOTELS & RESORTS SALES AND MARKETING DEPARTMENT 2 ORIENTAL WISE HOTELS & RESORTS 房价结构管理 S&M-001 门市价管理 S&M- 002 促销和包价管理 S&M- 003 商务协议价管理 S&M-004 协议价格体系 S&M- 005 政务价指引 S&M- 006 旅行社职员价 S&M- 007 旅游行业价（包括酒店员工） S&M- 008 家庭价 S&M-009 第三人价(加床) S&M-010 免费房 S&M-011 会展奖励 计划 项目进度计划表范例计划下载计划下载计划下载课程教学计划下载 S&M-012 取消宴会预订 S&M-013 协议客户预定的修改和取消 S&M-014 旅行社协议管理 S&M-015 签订新客户 S&M-016 商务客户的房间预定 S&M-017 团队预定和接待 S&M-018 担保政策 S&M-019 授权 S&M-020 3 ORIENTAL WISE HOTELS & RESORTS 押金 S&M-021 升级 S&M-022 市场销售划分 S&M-023 客史系统 S&M-024 销售会议 S&M-025 礼品和客人赠品 S&M-026 宴请和考察 S&M-027 销售拜访 S&M-028 电话销售 S&M-029 酒店参观 S&M-030 展会报价 S&M-031 展会和会议的布置规范 S&M-032 广告 S&M-033 会议团体的接待 S&M-034 试菜 S&M-035 4 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Rate Structure Ref: S&M-001 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To establish guideline for the selling price of different market segments 建立针对不同市场群体的有区别的价格执行规范。 PROCEDURES 1. Rate Structure includes: 价格结构包括： - Rack Rate门市价 - Corporate Rate商务价 - Government Rate政务价 - Aircrew航空公司价 - Domesitc FIT leisure 国内旅游价 - Inbound FIT leisure 入境旅游价 - Group团队价 2. All rates will be valid for a minimum of 6 months to one (1) year 所有房价的施行有效期为六个月到一年。 3. Proposed rates or any rate changes must be approved by the General Manager 建议房价和执行房价的任何变化必须经总经理批准。 4. Corporate rates/Wholesale/Group/Consortia rates offered require the approval of the Director of Sales & Marketing, in his/her absence, the Hotel Manager. 5 ORIENTAL WISE HOTELS & RESORTS 采用任何公司协议价、国内价、团队价、国外价, 必须通过市场销售总监批准，如其不 在岗，则由酒店经理批准后执行。 5. All rates offered will be reviewed annually. 所有执行的房价每年度审查修订。 6 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Rack Rates in Distribution Channels Ref: S&M-002 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To ensure rack rates in the various distribution channels (GDS, internet etc.) are valid and up-to-date - 确保通过各种媒介公布的门市价格是有效可行的并能及时更新。 PROCEDURES 1. To maintain rack rates in the various distribution channels for the next twelve months as a minimum. 确保在各种媒介上发布的未来十二个月内的门市价格是最低的。 2. In the absence of a rack rate increase, the current rack rates should be automatically extended to meet the twelve-month minimum requirement. 公布的门市房价不上涨的情况下，现行的价格可以自行上调以适应未来十二个月内的需 求。 3. Rates confirmed prior to any rate change notification should be honored. 任何调整后价格的发布的必须预先确认。 7 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Promotion/Package Ref: S&M-003 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To generate business to improve room occupancy and revenue during soft periods 淡季拓展业务以提高酒店入住率和收入. PROCEDURES 1. Promotion and package should be planned as part of the hotel‟s annual marketing plan. 酒店年度的市场销售计划中应包括促销价的施行计划。 2. Director of Marketing will submit a proposal outlining the special rate offered, the validity, the targeted audience and the benefits included to General Manager for approval. 市场总监应向总经理提交施行大纲，阐述特殊房价执行的有效性、目标消费群体和收益 情况，获得批准后方可执行。 3. A detailed plan contained the budget of costs incurred for the promotion as well as the strategy should also be attached. 随件应附促销推广计划和策略，推广计划中必须包含执行促销价所需费用的预算。 4. If the proposed promotional offer is approved, a copy of which should be distributed to all concerned. 提议的促销方案批准后，需抄送相关部门。 5. All promotion or package will be valid for 6 months only. 8 ORIENTAL WISE HOTELS & RESORTS 所有促销价只能执行六个月。 6. Any promotion or package required for extension beyond 6 months, approval must be obtained from the General Manager. 经总经理批准可延长促销价的执行期。 9 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject:Contractual Agreement Ref: : S&M-004 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To ensure the rates and conditions agreed by the Hotel and the clients (Corporation/Travel Agency/Airline) are clearly specified 确保与协议公司、旅游机构、航空公司既定的房价清晰明确，宜执行。 PROCEDURES 1. All contractual agreements must be in writing and are not considered valid unless countersigned by the General Manager. 所有的价格协议必须书面化，以 合同 劳动合同范本免费下载装修合同范本免费下载租赁合同免费下载房屋买卖合同下载劳务合同范本下载 形式体现，经总经理审查批准后方有效。 2. A contractual agreement must never be drawn up for longer than a one-year period. 所有的价格合同有效期为一年。 3. Copies of the signed contracts should be forwarded to the Director of Financial, the Director of Rooms Division. and in some cases the Food & Beverage Director. 签署的价格合同应抄送财务总监、房务总监。特殊情况下还应抄送餐饮总监。 4. All contracts, which should be regarded as confidential documents, should not be discussed with a third party. 价格合同属于机密文件，不得外泄。 5. All contracts are to be reviewed 3 months prior to the actual expiry date. 所有价格合同到期前三个月应予以审查。 10 ORIENTAL WISE HOTELS & RESORTS 6. No contract should be entered into for a period less than 3 months. 任何执行期少于三个月的价格合同不予签署。 7. Company‟s policy on credit and credit worthiness is to be duly incorporated in such agreements. 签署价格合同要审查协议公司的信用度。 11 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Corporate rate Structure Ref: S&M-005 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To establish corporate rate guideline for commercial companies based on their business potential 建立健全的协议价格体系，向较大商业潜力的客户提供公司规范的商务价格。 PROCEDURES 1. Corporate rate Structure: 公司协议价体系： Room Rate (RMB) Room Nights Required 房价（人民币） 房晚 Preferred首选 Corporate A Corporate B Corporate C 2. 40% discount off all Club rooms & Suites 会所客房和套房给于40%折扣。 3. All rates are non-commissionable. 所有商务房价不可转让他人使用。 12 ORIENTAL WISE HOTELS & RESORTS 4. All room rates will be valid for one (1) year. 所有公司协议价有效期为一年。 5. All rates proposed require approval from the Director of Marketing/General Manager before implementation. 公司协议价执行前必须经市场总监和总经理批准。 6. All rates offered will be reviewed annually. 所有公司协议价每年度审查。 7、将客户订于某一个级别应考虑以下条件：为酒店提供实际客人的总量，整体看客人的分 布或与酒店的关系。商务客户的等级决定销售人员的周期，（如：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，高产量的客户应提供优惠的价格），付款的 方式、特殊的优惠待遇等。 8、以下表格显示商务客人的等级，以及销售周期，一般情况下，酒店不应有很多的“好客 户”，有多少商务客户或商务客户级别，取决于需要。 客户等级 定义 价格 销售周期 “Ａ” 很多客人 有待商议的价格 至少一个或两个星期 “Ｂ” 客人来源适中 一般价格 两至三个星期 固定的合作价格 “Ｃ” 低客人来源 一般价格 四个星期 有潜力客户 建议“Ｂ”价格 三个星期 有可能无客源的客户 建议“Ｃ”价格 四个星期 估计将无客源的客户 建议“Ｃ”价格 视具体情况而定 无客源的客户 取消记录 代办 9、如何划分商务客户的级别 13 ORIENTAL WISE HOTELS & RESORTS 划分商务客户等级，应以客源数量做依据，具体分析如下： , 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 , 商务客户在该地区的市场经营范围 , 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 10、建立价格结构 提供给不同等级的客户的房间价格要依据需求而定，要考虑酒店的季节性，房间出租能 力，如：公司无客源提供给店方或提供客源非常有限以至无法达到店方规定的最低限额，应考虑放弃这个客户，运作程序如下： 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 B\有少数客源 C\有一段时间无客源 如果属于A，该客户应立即取消 如果属于B、C，应加强联系尽力挽回客源 2)取消名单 被取消客户的名单应定期制定方案，并交由市场销售总监申请批准。一旦市场销售总监 批准所申请的客户取消名单，应将此客户在电脑数据库中的所有信息取消，并将报告递交销 售经理及销售人员传阅。 3)善后工作 保持往来，继续关注其动向，偶尔予以拜访。 14 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Government Rate Guideline Ref: S&M-006 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To minimize confusion and standardize the eligibility for government rates at Park Wise Hotel 避免混乱和制定政务价格。 PROCEDURES 1. All PRC government employee whether traveling on business or leisure will be extended the special government rates subject to room availability. 所有政府雇员不论是出差还是旅行都可在所需房型充足时享受政府价。 2．All reservation generated from government unit and payment to be settled by the government unit, special government rates will apply. 所有政府部门预定或及付账的房间，将申请执行政府价。 3．Should be reservation is generated from a government unit however payment on guest‟s account, Corporate A rate will apply. 通过政府预定，如果是私人付账，将执行公司协议价A。 4. A letter from the government unit to support the reservation request is required with clear information of mode of payment, guest name, arrival and departure date. 政府发来的预定信件必须明确付款方式、 客人姓名、 到店和离店日期等信息。 5．Special government rates also apply to employees of military and educational institutions. 15 ORIENTAL WISE HOTELS & RESORTS 政府价格适用于：由政府提供基金的军事和教育机构。 6．Government rate is also available to cost-reimbursable contractors who produce a letter of eligibility from the government unit. 对于提供政府出具要求执行政府价的人士，也执行政府价。 16 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Discount To Travel Agency Ref: Personnel S&M-007 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide clear guideline when extending special discount room rate authorized travel agency personnel. 针对旅行社授权的员工住店时执行特殊价格和折扣制定的规范。 PROCEDURES 1. Authorized travel agency personnel will be granted a minimum of 50%room rate reduction based on space availability (85% and below) 有授权的旅行社员工可更具酒店入住情况，享受最低50%的房费减免。(入住率在 85%以下) 2. Reservation must be confirmed with an indication of the rate discounted and the travel agency personnel must produce travel agency ID card or letter of authorization from his / her company upon check-in to obtain discount. 所做的预定必须详细确认所使用的价格和折扣，旅行社员工只有在登记入住时出示 员工卡或由其单位出具的授权信才能适用特殊价格和折扣。 3． Request for further reductions, extension of length of stay or complimentary accommodation are to be transmitted with the reservation and will be granted at the direction of the Director of Marketing. 17 ORIENTAL WISE HOTELS & RESORTS 如果需要更多优惠折、 延长入住时间或免房费，必须联系订房部，经市场销售总监 的审查批准进行。 4．Travel agency personnel who arrive at the hotel without prior reservation will be granted a 50% room rate reduction at the discretion of the hotel. 旅行社员工如在无预定的情况下到店，可按酒店规定享受50%的房费减免。 18 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Discount to Travel Industry Ref: (including hotel personnel) S&M-008 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide a guideline when extending special discount of 50% off room rate to travel industry personnel 针对向旅游行业员工执行50%折扣制定的规范 PROCEDURES 1. All travel industry personnel will be entitled to a minimum 50% room rate reduction at Park Wise Hotel based on space availability.（85% and below） 旅游行业员工在酒店入住率低于85%时，住店可减免50%房费。 2. Reservations are to be transmitted as confirmed with clear indication of rate reduction, affiliation of the traveler and the expectation for publicity, if known. 预定将会被视作已经确认了价格的预定， 3. Hotel personnel must present valid ID card or letter of authorization from the hotel upon check-in to obtain discount. 酒店员工必须在登记入住时出示有效员工证以获得折扣。 4. Request for further rate reduction or complimentary accommodations are to be transmitted with the reservation and will be granted at the discretion of the Director of Marketing. 19 ORIENTAL WISE HOTELS & RESORTS 如果需要进一步的折扣或免房费，须联系预定部后经市场销售总监审查批准。 5. Request for guest room rate reductions from bona-fide print and broadcast travel writers, travel editors and photographer should be directed to the Communications Manager for handling. 印刷出版业 旅游广播电台作者，编辑以及摄影师如要求享受减免房费，应直接交 予公关部经理处理。 20 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Family Plan Ref: S&M-009 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide clear guideline when extending Family Plan. 为“家庭计划”价格的实行提供指导规范。 PROCEDURES 1. Family Plan provide children under 18 free accommodation when staying in the same room with their parents. “家庭计划”是如果18岁以下儿童与其父母住一间房，儿童的房费全免。 2. In the event that more than one room is required to accommodate the children, each room will be made available at the single room rate. 如果儿童独立使用一间房，则房价与其父母所适用的房价不同。 3. Extra bed to be provided only when it can physically be accommodated in the room. 如果房间足够父母和孩子共同使用时，会在房间内加床。 21 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Third person rate Ref: S&M-010 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide guideline for staff to better understand the cost of third person. 为使员工更好的了解第三人价格提供指导规范。 PROCEDURES 1. It is the policy of Park Wise Hotel to charge a third person sharing the same room with other 2 adults. 酒店规定第三人可以与另两名成年人共享一间房。 2．The room supplement rate for third person will be imposed regardless of an extra bed is require or not. 不论需不需要另加床，酒店都会按第三人适用的房价收取房费。 3．Exceptions are for family plan and suite occupancy. 家庭计划和入住套房除外。 22 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Complimentary Rooms Ref: S&M-011 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE It is the Hotel’s policy that prior to confirming complimentary rooms to guests and house-use rooms, the relevant approval procedures shall be observed wherever appropriate. 酒店的政策是要明确免费房及酒店自用房申请的各项条件，并按照要求程序进行审批。 SCOPE 定义 , Complimentary Rooms are referred to room stays given free for business promotion purposes such as familiarisation groups and travel agents, and complimentary rooms accorded to Brand Hotel employees for leisure. , 免费房是指为了酒店促销活动免费向有需要了解酒店设施的旅行社、个人或团 体提供住房以及给集团公司的工作人员提供的住房。 , House Use Rooms are non-revenue producing guestrooms occupied either on a temporary or permanent basis. , 酒店自用房是指临时或长期不实现收入的房间。 , Temporary House Use Rooms are rooms that provided on a complimentary basis to members of staff for temporary use of less than 6 months, to consultants for business purposes relating to the hotel and 23 ORIENTAL WISE HOTELS & RESORTS musicians/entertainers contracted to perform at the hotel outlets. Also complimentary rooms provided temporarily to other Brand Hotels’ staff on official visits such as Vice-Presidents, Directors of Hotel Operation/Finance, Internal Auditors, etc. , 临时酒店自用房是指暂时或6个月内提供给酒店内部人员、酒店业务方面顾问 以及与酒店签约的演艺者居住的房间。临时酒店自用房也包括提供给酒店集团 的领导层使用的房间。 , Permanent House Use Rooms are house use by staff living in the hotel for a minimum period of 6 months or those rooms that converted into offices for hotel management use. , 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成酒 店办公场所的房间。 PROCEDURES , Department concerned shall prepare the Complimentary/House-use room request form by completing the details required (minimum): , 相关部门需要提供免费/ 酒店自用方申请单: Complimentary Rooms Temporary House Use Name Name of guest Name of Employee Company Name of Company Department Check-in Date ? ? Check-out Date ? ? Room Type ? ? Inclusive of breakfast etc. Where applicable Where applicable (be specific) Purposes/Reasons E.g. Familiarisation group, E.g. executive-on-duty, organising committee in-house musicians 24 ORIENTAL WISE HOTELS & RESORTS 免费房 临时house-use房 姓名 顾客姓名 员工姓名 公司 公司名称 部门 入店日期 ? ? 离开日期 ? ? 房间类型 ? ? 在申请表格中说明是否包适用处 适用处 含早餐等 是由（申请原因） 例如：酒店有潜在业务的旅例如：值班行政人员、从 行社代表、组委会等 事表演的乐师等 , Department Heads (e.g. Director of Sales, HOTEL MANAGER etc.) shall signed confirm the request and thereon forward the request for approval. , 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，提交审批。 , Complimentary room requests shall be approved by the Hotel Manager and the GENERAL MANAGER. , 免费房的申请需要经过酒店经理及总经理的批准。 , Temporary House-use room requests shall be approved by the Hotel Manager. , 酒店临时自用房的申请需要经过酒店经理的审批。 , Subsequent to the approval, the said request forms shall be forwarded to: , 通过审批之后，申请表需要提交以下几个部门： o Reservation Department who will input the request into the PMS accordingly, o Front Office who will keep the form attached with the guest registration card, o Income Audit, who will verify this against Complimentary/House-use Rooms Report, o F&B Department if there is meal arrangement, and o File copy that is kept the Requesting Department. o 预定部门将申请输入PMS系统 25 ORIENTAL WISE HOTELS & RESORTS 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 o 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 , Daily Complimentary/House-Use Room Reports shall be reviewed by the Duty Manager and investigate if there is any discrepancy. , 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，应立即查 明。 , Request for Permanent House Use Room shall be submitted to Owner Office for approval. , 长期酒店自用房的申请表需要业主办公室的批准。 , Daily Complimentary &House-Use Room Reports that generated from the PMS, shall be distributed to Executive Assistant Manager for his review. , 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查。 , Front Office is requested to prepare a weekly Complimentary & House-Use Room Report and this shall be distributed to the Hotel Manager and the Managing Director on every Monday. , 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经理及 总经理。 , Complimentary rooms will be given for享受免费房的条件： a. Tour group bookings 旅游团队预定 Recognized travel agents that book groups with the Hotel will be eligible to half twin room complimentary per 15 paying guests, with a maximum of 2 rooms per group, regardless of 26 ORIENTAL WISE HOTELS & RESORTS occupancy. Additional complimentary rooms require the approval from Director of Marketing or General Manager. 与酒店建立合作的旅游机构在预定团体房时可享受每15个付费客人双人房半价的优惠，每个团队最多两间房，此种优惠不受入住率的限制。额外的免费房申请必须经市场 销售总监或总经理的批准。 b. Hotel inspection and familiarization visits 来酒店视察访问者和常客 Individuals or groups representing companies of great potential may be accepted if hotel occupancy is below 85%. The participants must be the decision-makers or involve in direct sales. These visits are normally carried out in co-operation with airlines and / or tourist board with the approval from the General Manager. 大型公司的高管和直管销售人员通过与酒店有合作协议的航空公司和旅游机构订房， 并在总经理批准后到访，如逢当日入住率低于85%，不论散客还是团队都可以免费房接待入住。 c. Decision makers of the trade, media or industry 贸易商、媒体和厂商的重要决策者 Complimentary rooms will be offered to selected representatives of the trade, media or industry who are potential and influential in terms of direct business, marketing or public relations. Prior approval is required from the General Manager 入住的团体、媒体和厂商的决策者如果直管销售、市场、公共关系或对此有直接影 响，可在总经理批准后，以免费房接待入住。 d. Special cases for individuals who are of importance to the Hotel酒店的重要客人 27 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-012 / Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 开发会议、展览和奖励计划的销售，能有效挖掘市场深度，达到市场目标。 PROCEDURES 会议的主权方常常是贸易机构、学术机构、政府机构、联合会、宗教组织及 一些特殊原因的团体，会址的选择也许取决该地是否适合此种会议举行有无娱乐 设施，或是否可以旅游观光，旅游是否在附近，会址本身也许就是会议中心或是 有会议设施的酒店。 在发展之初会议生意的来源是困难的，除非酒店与当地会议中心或是组织机 构有着深厚的关系或酒店本身就是一个很好会议场所，与各部协调和团体建立广 泛的关系。 当会议组织者指定某个机构为其代理时，酒店应联络该机构并提供报价或优 惠，例如，提供去展览中心的交通工具的花费可以包括在放假里。 挖掘奖励旅游生意 奖励旅游是公司给予员工或客户的一种奖赏，是他们良好工作表现或合作。 奖励旅游目的地的选择取决与游览、娱乐或该奖励团关于进一步专业事项。为奖 励团体做预定的通常是组织该项活动的公司或是专门负责此种团体的一些旅行 社。所以与该活动的组织者或委托旅行社的联系是至关重要的。 发掘展览中心附近的酒店经常会接触到展览参加者的个人预定或是通过委 28 ORIENTAL WISE HOTELS & RESORTS 托旅行社。和展览公司做的预定，为了赢得这批客源，酒店需与展览中心，当地 的展览组织者和参展的公司保持联络，可到展览中心处获得近期将举行的展览资 料给那些以前参展的个人发展览资料，这些人有可能再次出现在参展名单上，预 定渠道与以上的会议客源相似。 1）预定询问 会议及旅游团组织者以直接与销售部联系，或通过某个旅行社联系的方式询 问酒店的客房及会议场地出租能力，销售代表有必要把细节要求填入预定单内，以便进一步考虑。 2）在接受预定前应考虑以下几点： 根据客户占住率所做的图表 再比较该时间内前几年生意的基础上制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 当酒店决定接受此类业务时，销售人员经理应邀请组织者来酒店对客房、会 议场地及其它设施进行参观介绍，组织者将填写客户 意见 文理分科指导河道管理范围浙江建筑工程概算定额教材专家评审意见党员教师互相批评意见 反馈表记及相关的 报告。 4）谈判 再考察酒店之后，该活动的组织者和销售人员在制定计划之前将具体要求于 和必要细节进行进一步的谈判和补充。 5）制定计划 销售代表要写出包括房价、餐饮安排、日期、延住政策、免费房政策、高级 房间的提供等，具体细节在内，计划将送往活动组织者处，以便在最后期限 前批准。 29 ORIENTAL WISE HOTELS & RESORTS 6）加以确认 确认信只是重申双方认可计划的细节，销售代表因将确认信副本交到前厅经 理处。 7）团队的进展 销售代表将在该活动进展的一定时期，如：30天、15天进行相应的工作， 包括要预定客人的人员名单，预定款或一晚房价的抵押金和最终人员名单。 8）付费方式 至于会议，一般由活动的组织者来支付会议方面的费用，房费及杂费由客人 自付。至于，公司将通过旅行社支付所有成员的一切费用，在这种情况下， 饭店将要求一晚房费并担保在一定的时间段内给予饭店一定数量的生意。此 担保可以采取提出人员名单表，公司信函或预付款的形式，其所有的帐在离 店前结清或可以由饭店向旅行代理商发帐单收取，参观者费用自付。 9）与各部门经理的预备会议 如果一个活动涉及大量的住房和餐饮消费，有关的各部门经理将召开会议， 分清各部门的职责活动计划，由会议经理撰写负责列出具体细节。 10）事后工作 销售代表应写一份有关实施该项目情况，且组织者及客人意见的事后报告， 将送往销售总监处。 30 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Banquet Cancellation Policy Ref: S&M-013 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 Guidelines 100% of deposit collected will be refund if cancellation is received 2 months (60 days) prior to function dated. 如果在宴会举行前两个月内取消宴会，全额退还押金。 The following charges will apply if function is cancelled within: 如果宴会在下列情况下取消将收取如下费用： 50% of deposit collected will be forfeited if cancellation is received 1 month(30 days) prior to function date. 如果在宴会举行前一个月内取消宴会，收取50%押金。 80% of deposit collected will be forfeited if cancellation is received 15 days prior to function date. 如果在宴会举行前15天内取消宴会，收取80%押金 Less than 7 days,100% of deposit collected will be forfeited. 七天之内取消宴会，没收全额押金。 31 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-014 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 有效管理预定系统，使服务更有效率，并检讨和防止客户流失。 PROCEDURES 修改和取消预定的程序与预定相似，销售人员并不需要客人的详细情况，因 为其资料已输入预定系统。用于修改和取消预定的单子同预定单是同一个，只是 在修改或取消中划“”即可。修改预定时，将在预定单上做适当的改动，原始预 定将设在备注栏里。 销售人员需询问以下问题以使修改和取消工作尽快完成 １、客人姓名 ２、预抵时间 ３、预离时间 ４、房间种类 ５、房价 ６、申请人姓名 ７、申请人电话 ８、公司名称 预定单将转交预定部在预定介绍信中进行变更，预定单复本会交给销售部留下用于存档和以后的跟踪服务。 32 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-015 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 有效管理预定系统，使服务更有效率，并检讨和防止客户流失。 PROCEDURES 修改和取消预定的程序与预定相似，销售人员并不需要客人的详细情况，因 为其资料已输入预定系统。用于修改和取消预定的单子同预定单是同一个，只是 在修改或取消中划“”即可。修改预定时，将在预定单上做适当的改动，原始预 定将设在备注栏里。 销售人员需询问以下问题以使修改和取消工作尽快完成 1、客人姓名 2、预抵时间 3、预离时间 4、房间种类 5、房价 6、申请人姓名 7、申请人电话 8、公司名称 预定单将转交预定部在预定介绍信中进行变更，预定单复本会交给销售部留 下用于存档和以后的跟踪服务。 33 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-016 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 通过拓展、挑选和签定协议，发展有效的酒店新客户。 PROCEDURES 签定一个新客户步骤如下： 1、最初的联络 最初的联系往往是某公司有意向酒店签定合同而主动与酒店联系或销售人员 在销售拜访中取得联系。 2、宣传资料、申请表和信件 销售人员应准备齐客户所要的酒店宣传资料，向客户介绍酒店设施并探察潜 在的客源情况。 3、公司调查 对不了解的公司，市场销售总监、销售经理应调查该公司的具体情况，如经 营范围、种类、规模，以衡量该公司的客源情况。 4、批准 根据销售人员提供的公司背景和客源潜力，由市场销售总监批准给予相应的 房价。 34 ORIENTAL WISE HOTELS & RESORTS 1) 确认 有市场销售总监签发的确认函将会邮到客户处，也会在拜访时由销售人员转 交。 2) 阅览客源数量 在更换下一个季节价格之前，在公司客户建立三至六个月后需回顾一下公司 提供的客源数，如果是最低，则该公司客户将被取消或提高价格，相反，如 果给客户客源充足，店方应考虑给予给客户优惠一个档次（“Ａ”或“Ｃ”） 价格 35 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-017 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 有效提供符合 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 的接待服务，达到服务客户的预期目标。 PROCEDURES 商务客人的预订可能通过预定部、销售部，下面是接预订的过程。 商务散客／商务团体 (1) 电话或传真预订 客人通过电话预订，销售员需要填写以下问题并记录在预定单上： 预定种类（新的、更改、取消） 到达日期(1) 离店日期(2) 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）） 房间类型(2) 房价(2) 客人数 航班 是否要求接机？ 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） 打电话的姓名、电话及公司 需要确认？ 36 ORIENTAL WISE HOTELS & RESORTS (2) 如果房间紧，先检查出租率 (3) 争取卖豪华间，根据管理部门的指示，当填完所有项目，向客人重复一便 以免错误。 (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 时送去。否则，将会有大量预定单堆积。 (5) 预定部需要签字，然后把第二联还给销售部留档。 (6) 客人到达之日，销售员需要查看当天到达预定单。 商务团队 商务团队的预订率比散客的复杂,通常要安排会议和用餐,并同样要协商价格,如果团队有大有小,确保留住大的商务团,酒店提供额外的优惠,如欢迎台、备有鸡尾酒等。另外，一般一个人会订所有的项目，第一个联系人通常考虑会议场所、 价钱、团队所有的特殊要求，餐饮部较早提供餐饮和会议的情况。 长住客人 房价根据时间长短决定，至少30天以上，长住客经常要求房价包早餐，洗 衣免费，其它费用打折等。销售员将仔细研究是否合理，是否可以接受，客人是 否满意。 市场销售部会有一个标准的折扣提供给所有长住客人，包括餐饮、洗衣、有 选择的商店。合同上写明价格和优惠条件，并注明如果少于30天，价格将为公司价。 超预定： 接受任何预定是酒店的原则，当客人确定一个住宿预定时，酒店应负责安排， 当接受了大量预定时，也许会出现超预定的情况，为防止这种情况，销售总监和 前台经理须控制各种渠道进入的预定。 若客人有预定但无房间提供，酒店应遵循如下原则： 37 ORIENTAL WISE HOTELS & RESORTS —如果已没有房间为客人提供，要为客人安排同等级房间的预定。 —酒店的机场代表应在机场迎接客人，并且将客人送往已安排酒店。 —这种情况下，酒店将支付一个晚上的房费， —酒店的前台应在客人名单上注明客人现住的酒店。 —酒店的负责人应在次日早晨打电话给客人至歉，并做必要的安排让客人住回 酒店。 —当客人重新回酒店时，客人应由前台经理或销售人员陪同到房间。 —总经理的名片以及鲜花或果蓝送往客人房间。 —超预定的情况应由行政会议讨论，在总经理的批示下由销售总监实施行动。 38 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-018 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 1、酒店预订 销售人员负责将团队订房填写在团队要求的表格上，并交给销售总监批准 2、口头确认 当房间情况允许团队订房时，销售人员可以给旅行社打电话口头确认并填写 预订单。 3、预订单 预订单包括以下内容：人数、房间数、房间类型、到达日期、离店日期。销 售人员将预订单交给预订部占房。 4、确认书 销售人员需给旅行社发书面确认，确认书包括以下三页： ——第一页：给旅行社的（确认） ——第二页：自留（开FILE） ——第三页：预订部（做预订） 5、团队计划（变更）单 当旅行社订房有变更时，销售人员将变更单发给有关部门（预订部、礼宾部、 餐饮部），销售人员亦发给旅行社变更（确认）单。 6、取消 当旅行社 通知 关于发布提成方案的通知关于xx通知关于成立公司筹建组的通知关于红头文件的使用公开通知关于计发全勤奖的通知 订房取消时，销售人员将发取消单给旅行社，以通知其已通知 此事，销售人员需及时改写团队流量表注明取消，并填写团队取消单，发给 有关部门，以便取消占房及用餐安排。 7、团队（订房）程序 所有团队基本订房程序如下： 39 ORIENTAL WISE HOTELS & RESORTS ——估计团队成本率 ——提醒旅行社团队的到达 ——要求最后订房的确认及名单，保证用餐安排及定金 ——团队名单一般需在到达日期前一周提供，销售员收到后即给预订部 8、预付款 预付/定金需通过销售部以便做记录易于控制，收到定金后，销售人员发出确 认书并注明“定金以收”，同时需发给财务部及预定部，正式发票需由财务部开 出并复印给销售部。 定金通常为总房数的一夜费用，需在团队到达前30天支付。 9、付款方式 我部需向旅行社发出一份信贷申请表，关于其财务信贷情况，销售人员将通 知财务部，由财务部总监批准，所用费用应在30天或60天内收到旅行社的付款。 1）离店前现付 信贷关系没有建立的则需在团队离店前现付。 2）全部预付/到店前现付 对于有些海外旅行社或新的当地社，所有款项在到店前现付。 10、团队计划 销售人员在团队到店前7日发团队计划，其就团队住店期间的具体活动 求再次强调：团队名称、地接社、房间类型、种类等，销售部将复印给有关部门 （前厅、餐饮、财务） 11、团队协调 销售人员应保证团队运作尽可能顺利。 办入店及住店日期 通知领队： ——用餐情况及地点 ——行李数 ——叫早时间 ——收行李时间 ——离店时间 40 ORIENTAL WISE HOTELS & RESORTS 在离店时（后） 保证： 个人与全团帐单已付，与前台收款员核对; 向销售总监汇报来自领队及其成员的投诉. 41 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Guarantee Policy Ref: S&M-019 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 DEFINITION Refers to a room reservation with one night charge guaranteed either in the form of credit card or a letter/fax/telex by corporate. 以一晚的房费作为担保金、用信用卡担保或由公司发担保信/担保传真/至电酒店担保。 OBJECTIVE To provide guideline when applying guaranteed policy. 规范索要担保的政策 PROCEDURES 1. Reservation not guaranteed will be released by 6pm on the day of arrival. 没有担保的预定只保留到预定到达日的下午六点。 2. One night deposit is required to guaranteed room reservation once it is confirmed. 确认后的预定将收取一晚的房费作为担保。 3. For guaranteed reservations, hotel will have a room available on the day of arrival through the night until the next morning. 对于担保的预定，酒店将把房间预留到次日早上。 The guaranteed reservation is not to check in until such time when the guest arrive. In the event of No-show, the deposit will be posted to no-show and there after post to room revenue‟s “miscellaneous” 42 ORIENTAL WISE HOTELS & RESORTS 担保的预定在客人到店后转为登记入住。如果客人不到店，将押金转入“未到店” 帐中，并入在房费收入的“杂项”里。 4. No charge is to be levied if canceled before 6pm. On the day of arrival for guaranteed reservation. 有担保的预定如果在到达日下午六点前取消，将不收取任何费用。 5. A one-night charge will impose in the event of a cancellation after 6pm. Or a non-arrival on the day for guaranteed reservation. 有担保的预定如果在预计到达日下午六点以后取消预定或者不到店，将会被收取一 晚的房费。 6. In the event that a guaranteed reservation wan unable to accommodate, hotel will arrange for alternate accommodation and be responsible for the expense in accordance to the pledge. 如果客人预定的房间酒店不能提供，酒店将会准备其他房间提供给客人，这是酒店 对客人的承诺和保证。 43 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Authority Ref: S&M-020 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE TO provide guideline on authorization and empowerment when implementing Policies and Procedure of Marketing Division, 规范实施政策程序过程中的授权 PROCEDURES 1. All policies must be approved by the General Manager before implementation 所有政策必须经总经理批准后实施。 2. All procedure on approved policies related to Marketing will be at the discretion of Director of Marketing and communicate to other related Division / Department by way of memo. 所有批准实施的政策的执行程序必须在市场销售总监的监督指导下，同时必须以备 忘录的形式与相关的部门沟通。 44 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Deposit Ref: S&M-021 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE With the policies, hotel has a credit to protect income revenue and finance situation. 依据此制度，酒店保障信用度的执行，保护应有收入和财务所得。 GUIDELINE WITHIN 3 MONTEHS Minimum 70% of total revenue upon signing of contract if company has no credit arrangement with hotel. 三个月以内，如果公司在酒店没有押卡，至少按合同收取总房费的70%。 BEYONG 3 MONTHS Minimum 50% of total revenue upon signing of contract if company has no credit arrangement. 三个月以上，如果公司在酒店没有押卡，至少按合同收取总房费的50%。 2MONTHS Additional 20% of total revenue will be collected. 2个月，房费外，还加收20%。 1MONTH 45 ORIENTAL WISE HOTELS & RESORTS Minimum 80% of total revenue upon signing of contract if company has no credit arrangement with hotel. 一个月以上，如果公司在酒店没有押卡，至少按合同收取总房费的80%。 1/2 MONTH Minimum 80% of total revenue upon signing of contract if company has no credit arrangement with hotel. 半个月，如果公司在酒店没有押卡，至少按合同收取总房费的80%。 7 DAYS 100% of total estimated revenue upon signing of contract if company has no credit arrangement with hotel. 如果公司在酒店没有押卡，至少按合同收取全部总房费。 Flexibility to be exercise for regular clients. 针对常客灵活适用 INSURANCE The Hotel does not carry any Insurance for exhibit items. 展出的物品酒店不负担任何保险 FORBIDDEN Setting up is not allowed at Foyer except signage. 除水牌外，休息廊内不允许摆放物品。 46 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Upgrading Ref: S&M-022 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide guideline and to empower sales to extend upgrading of guestroom at customer contact point to ensure customer satisfaction and to secure and confirm business. 制定向员工授权对客房进行升级并与客人沟通交流来提高客人满意感，以确保业务的开展和 拓展的规范。 PROCEDURES 1. Sales Manager are required to seek the approval from the Director of Sales before extending upgrading from Superior to Deluxe, Deluxe to Executive Floor and Executive Floor to Deluxe Suite. 销售经理可以将标准客房升级豪华客房，之前必须征得销售总监的批准。 Upgraded Request / Approval form to be signed by Director of Sales. 房间升级申请表/批准标必须经销售总监签字。 2. Director of Sales is required to seek the approval from the Director of Marketing with justification and subject to availability before extending upgrade to suit( except Executive Floor, Executive Suite and Presidential Suite) 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监批准。 Upgrade Request/ Approval form to be signed by Director of Marketing. 房间升级申请表/批准标必须经市场总监签字。 47 ORIENTAL WISE HOTELS & RESORTS 3. The Director of Marketing is required to seek the approval from the Hotel Manager with justification and subject to availability before upgrading guest to Club, Executive Suite and Presidential Suite. 市场销售总监升级到行政套房和佰悦套房，之前必须征得酒店经理批准。 Upgrade Request / Approval Form to be signed by the General Manager. 房间升级申请表/批准标必须经总经理签字。 48 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Territory Ref: S&M-023 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To ensure the physical area of the business districts are allocated in such a way to allow full coverage 通过划分地理上的区域达到覆盖市场的目的。 - To ensure that all areas are serviced on a regular basis. 确保所有地区都能得到规范有序的服务。 PROCEDURES 1. Mark out all your existing and potential customers on your territory map. 在销售版图上明确现有和潜力客源。 2. Review the grouping of customers to determine the best way of working your territory. 通过回顾客户的群体情况以制定开发和利用销售区域拓展客户的最好途径。 3. Arrange your weekly sales calls to include „A‟ and „B‟ accounts, prospects and some „C‟ accounts. 每周的销售拜访电话不仅包括A级客户和B级客户，也要展望到一些C级客户。 4. The emphasis should be placed on the most important accounts. 应侧重于重要的客户上。 5. The smaller accounts and lesser prospects should be used to fill in between your major calls or 49 ORIENTAL WISE HOTELS & RESORTS when encounter unexpected cancellation. 小客源和前景不大的客源可以作为拓展重要客户时的插空，在重要客户出现预期之外的变动时，作为候补。 6. Flexibility should be applied to your call strategy in order to accommodate your clients‟ required schedule. 电话营销要根据客户的日程安排灵活调整。 7. If nothing new can be presented and there is no real return on your invested time, possibly a telephone call will accomplish the objective of maintaining the relationship constantly. 在投入时间精力后如果没有实质回报和新的进展，电话沟通能够完成预定目标并让与客 户的关系更加持久。 50 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: CARDEX System Ref: S&M-024 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - To maintain an up-to-date and complete record system of all transactions between the company and the hotel. 建立有效的公司和客户信息系统 PROCEDURES: CARDEX RECORD SYSTEM 客史系统 Administration 1、The cardex system should be divided into the following sections: 客史系统分成以下几个部分： 2、Travel Agents (Local and overseas） 旅游机构（当地、海外） 3、Airlines 航空公司 4、Corporate Accounts (local) 本地协议客户 5、Corporate Account (overseas) 海外协议客户 51 ORIENTAL WISE HOTELS & RESORTS 6、Japanese Accounts 日本客户 7、Embassy and Consulate 领事和大使 * Corporate accounts should be further subdivided geographically. 协议客户可按地理位置具体细分。 All companies within the cardex system should be categorized in terms of importance and potential as follows: 客史信息按照公司的重要性和潜力大小分类，如下： 1. Most important „PREFERED‟ 十分重要 优选 2. High Potential „A‟ 潜力巨大 3. Limited Production „B‟ 潜力一般 4. Low Potential „C‟ 潜力较小 Call Loading: e. Call Frequency (Level):- 到店频率（级别） „P‟ Accounts once every 2 weeks 52 ORIENTAL WISE HOTELS & RESORTS „P‟客户两周到店一次 „A‟ Accounts once every month „A‟客户每月到店一次 „B‟ Accounts once every 3 months „B‟客户每三个月到店一次 „C‟ Accounts twice/yea „C‟客户每六个月到店一次 2. Map/Routing 地图/行程 A map must be prepared by each sales person by dotting account' geographic Location on the map to facilitate planning or sales calls with a days calls being made in the same general area. This will also result in cost saving in travelling time and expenses. New business should always be explored while in Location. 销售员应备好标有客户所在地理位置的地图，以便于作计划和 。同时也能节约旅途时间和费用。可在当地开拓新的业务。 Procedures程序： How to fill in a cardex: 如何填写客史 1. A cardex has to be prepared once an account has been established. 每确立一个新的客户就要备客史 2. Fill in the account name, which is the name of the company. 填写客户名称、公司名称 3. „Level‟ indicates call frequency and this should be changed depending on the developing stage of each account. E.g. For target accounts, more frequent 53 ORIENTAL WISE HOTELS & RESORTS visits are required. However, after it has become a productive account, the call frequency can be reduced. Suggest using coloured sticky dots to indicate call frequency. 级别反映了客户住店的频率，应随着客户不同发展阶段而不断改变。例如： 当目标客户发展成为一个常客，到访频率就会减少。建议用不同的颜色标 记不同的频率。 4. Discount/Flat Rate 折扣/平价 - Indicated by % or room rate 用房价的百分比来表示 5. Key informations such as address, telephone number, fax number have to be completed. 地址、电话号码、传真号码这些重要信息必须齐全。 6. Only key contact persons should be on the cardex with their positions in the company. Always try and obtain birthday dates (data base), these will be useful for sending birthday cards or presents. 客史中要有主要联系人，包括他/她在公司的职位。同时还要尽量获取客户的生日， 以便在客户生日时寄贺卡和礼物。 7. If the company is an “Overseas Branch”, always indicate where the Head office is. This will help when planning overseas sales trips. 如海外公司客户，标注其总部所在地，以便作海外拜访时安排。 8. Nature of business For example: Finance, trading, pharmaceutical, etc 按客户经营划分，如：财务、贸易、医药等。 9. Potential to Hotel in terms of annual room night‟s production both for “FIT” and “Group” must also be indicated. 潜力客户划分按年度间夜数，按散客、团队计算。 10. “FIT months” and “Meeting Months” help us in identifying future business. 月度散客和月度会议量，可以帮助指引未来的经营。 11. Preferred Hotels tell us who are our competitors. 54 ORIENTAL WISE HOTELS & RESORTS 客户优选酒店即是我们的竞争对手。 12. Every time a visit is made to the company, it should be marked off on the cadex. 每次拜访客户，必须输入客户资料库。 13. The call frequency should correspond with the requirement as indicated by the colored dot. 电话拜访必须包括将要求列出。 13. For each call made, comments have to be recorded on the inside page of the cardex indicating the date, person(s) visited and remarks. This has to be briefed and should only cover key information such as key events, VIPs, repeated guests, group inquiries. Each call should have a sales purpose indicated, not “Courtesy call”. 每次电话，客户意见必须记录在案，包括时间、被访者、备注，注明关键的信息包 括会议、贵宾、回头客、团队，每个电话都应该成为计划，而不是礼貌性的。 14. Monthly productions both for “FITs” and “Meetings” have to be recorded for monitoring purpose. 月度统计包括散客、会议。. 15. All cardexes should be updated at all times and review should be conducted with the Director of Sales/Director of Marketing on a monthly basis. 所有资料必须随时更新和检查，每月提交销售总监、市场销售总监分析。 16. Companies, which have produced no business for the hotel in terms of rooms or banquets for a period of 12 months, should have their card removed from the active cardex file and be placed in an “inactive file”. 12个月没有产量的公司，将会把资料移至文件档---无效客户。 17. Inactive accounts should be pursued aggressively to determine why business is not directed toward the hotel. After a twelve months, card of companies that still produce no business should be placed in a master “dead file”. This will enable easy re-activation should the demand of the company change. 无效客户将会被分析原因，在12个月后仍无产量的，将移至放弃客户档。 CUSTOMER PROFILE客户档案 55 ORIENTAL WISE HOTELS & RESORTS For corporate accounts producing over 50 room nights, customer profiles should be established and divided into the same categories as the cardex records. The profile should contains: 商务客户中超过50间夜的，将专门建立客户档案： corporate account application form客户档申请表 copy of the agreement/contract协议复印件 company profile 公司简介 all relevant information and major correspondences relating to the company‟s relationship with the hotel 所有与客户的来往信件和资料。 Company profiles should be updated regularly and all information current. 公司档案经常保持更新准确。 56 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Sales Meeting Ref: S&M-025 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE - to improve the communication within the hotel 加强酒店内部交流。 - to serve as a channel for providing feedback to the relevant department heads from sales team on customer‟s comments 作为向相关部门反映顾客意见的平台。 - to review past week‟s sales activities and performance to discuss sales strategies to counter any competitor‟s move 回顾过去一周的销售活动和业绩、讨论销售策略和竞争对手的动向。 1. An agenda should be compiled and distributed to all participants of the sales meeting. 销售会议的日程安排制定后分发到所有与会者。 2. The secretary of DOM should minute each sales meeting. 销售部秘书负责做会议纪要。 3. The minutes should be distributed to all participants within 4 working days after the meeting. 会议纪要必须在会议结束后四个工作日内分发到所有与会人员。 4. The minutes are to contain an “action column” which states that have to act as well as by whom and when. Action items not completed within the set time frame will be re-entered in the action column together with a reason for delay. 会议纪要中包括“行动计划”栏，体现采取行动的时间和负责人。如果指定的负责人员 57 ORIENTAL WISE HOTELS & RESORTS 在指定的时间内没有完成计划，“行动计划”栏中要注明延误原因。 PROCEDURES 1. To review the activities and achievements of the sales team in the period since the last meeting. Each sales person should report on the business obtained , business lost (with reasons), and potential business. 回顾销售团队自上次会议后的活动和成就。所有销售人员都要汇报新业务的开拓情况、 业务丢失的原因（如有），以及市场业务的开拓潜力。 2. To discuss forthcoming sales and promotional activities, to report on any changes made to procedures or concepts and to circulate new ideas. 讨论即将开展的促销活动，通报销售流程和理念的变更情况。 3. Reports should be made by : 需要提交的报告有： - Director of Marketing on the sales trips undertaken, special discounts etc. 市场总监-采取的销售策略、特殊折扣情况等。 - F&B Manager on special food promotions, menu changes etc. 餐饮总监-促销菜品、菜单的变更。 - Communications Manager on press releases, press coverage, promotion ideas etc. 公关经理-酒店印刷品的发布、印刷品的涵盖、促销创意。 4. To review the sales and promotional activities of competitors. 讨论竞争对手的销售和促销策略。 5. To provide feedback on customer comments 反映顾客意见。 6. To provide an overview of the market. 市场展望。 7. To compare actual performance against targeted sales performance, and where necessary, to propose action plans to overcome deficiencies in actual performance. 对比现行销售业绩和目标销售业绩，提出改进措施以赶超销售目标。 8. To inform all participants about new promotional support materials (such as flyers, advertisements, posters, brochures etc.) 58 ORIENTAL WISE HOTELS & RESORTS 告知所有与会者促销活动中所需要的材料（宣传页、广告、海报，宣传册）。 Hotel daily sales meeting: 酒店日常销售会议如下： Weekly sales briefing 酒店每周一次销售会议，每日例会的目的是回顾以下几点； , daily sales forecast and revenue日销售情况和业绩 , forecast and market signal生意预测和市场趋势 , competitors information竞争报告，市场销售活动 , sales review and action plan销售回顾和计划； , coordination with other departments销售部同其它部门的交流与合作 , market stralegy and planing长期市场计划及策略与长短期销售目标 参加会议人员：DOSM\DOS\SM 市场销售总监、销售总监、销售经理、公关人员 MORNING BRIEFING晨会 Sales & Marketing held daily morning briefing after all sales report duty. All action and sales plan would be briefed in briefing. And discus special events or groups. 市场销售部通常开每日例会，时间在早上销售人员上班后，销售人员将汇报每日的日常安排 和主要销售活动，特殊公布和非常事件将在会上讨论。 Usally before 30days and 10 danys of group arrival, a coordinate meeting would be held to check and confirm the reservation and reception plan, all group coordinator and reservation agent should be make sure the details. 通常在团队抵达30、10天前，组织一个团队会议，以便检查或再次确认此团队的预订 情况，团队协调、预定负责人和其他与该团有关人员再次确定有关预定后的具体细节。 Communication channels沟通的交通工具 1、sales & marketing report市场销售报告 59 ORIENTAL WISE HOTELS & RESORTS Director of Sales & Marketing should report daily to Hotel Manager for the below: 市场销售总监每日向总经理呈交日报，以下为报告中讨论的问题 (1) sales statistical with ADR\OCC\SALES PAR 回顾和分析房间销售情况:平均房价和占有率，销售综合分析 (2) DAILY UPDATES每日的更新 (3) MONTHLY BUSINESS AND NEWS UPDATED当月主要的生意和新生意 (4) MARKETING INFORMATION市场信息 (5) SALES PROMOTION PLAN市场销售活动 (6) EXHIBITION AND CONFERENCE REVIEW展览和会议销售 2、INSPECTION REPORT访问参观报告 Sales Manager should review the weekly report regarding: 销售经理对来酒店参观访问做小结，通常每星期一做 (1) FAMILIARIZATION TRIP访问参观团 (2) BUSINESS CORPORATE订房单位 (3) ORGANIZOR该团组织者 (4) INSPECTION OBJECT访问参观团的意图 (5) IN/OUT DATE AND PAX入、离店时间，人数 (6) GIFT AND ARRANGEMENT安排、礼物及特殊注意事项 60 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject:Giveaway and Guest Amenities Ref: S&M-026 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide guideline on authorization and to empower Sales Manager when extending guest amenities and giveaway. 规范销售经理向客人提供礼物和赠品的程序。 PROCEDURES 1. Sales Managers are authorized to extend VIP set-up for guest by verbal arrangement to Front Office Manager. 销售经理可以依职权通知前厅经理安排VIP贵宾的布置和赠送。 2. A VIP Request form may be forwarded to concerned department at a later stage. 随后要将VIP通知单发送到相关部门。 3. Sales Managers are authorized to extend gift and giveaway item specified by the Director of Marketing. 销售经理可以按照市场销售总监的要求提供赠品和礼物。 61 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-027 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 通过宴请和邀请参观，使客户、考察者了解酒店情况，增进交流，扩大酒店的知 名度和了解度。确保与既有和潜力客户的合作关系融洽持久。 PROCEDURES 一、 宴请： 1. 市场部预算中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 宴请客户的日期、所在餐厅、酒店销售人员和宴请对象。 2. 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 的销售方式。该宴请是指聚餐或酒会，由销售部成员参加。 3. 宴请公司客户 感谢支持酒店的公司联系人 介绍酒店新的设施和报价 了解公司客人近来的情况，特别是人员变动、出差方式、远景计划 在公司和酒店之间培养一个良好的关系 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 次，宴请场所多在酒店餐饮设施内，宴请的方式基本包括早餐、午餐、晚餐、 年终大宴。 62 ORIENTAL WISE HOTELS & RESORTS 5. 得到宴请的批准 销售人员填写宴请申请单必须明确包括以下几点： 被宴请人 宴请场所 宴请目的 6. 申请单交到市场销售总监处签字由总经理批准方可宴请，在必要的情况下宴 请可邀请市场总监和总经理出席。 7. 销售总监应适时对销售团队作如何有效宴请的培训。 二、 代理人的考察 代理人考察团有双重目的，他们把客房销售给最终的客户，这种形式鼓励他 们销售更多的客房，并能了解酒店设施及服务的第一首资料。代理人，有机会在 酒店住一夜或几夜，能使他们在销售过程中给第三者提供更多的酒店信息。 大的旅行社要求所用酒店提供方便，熟悉酒店的住宿，如酒店收到次类要求， 应根据出租率情况和该代理考察作用的大小，作免费或优惠的决定，代理考察团 有可能是由航空公司发起的，特别是在航线促销时；也有可能是酒店发起的，特 别是在所开业或开发的市场时。 代理考察团应视为非常重要的客人，为让酒店给他们留下非常好的印象，所 有的酒店成员都应对其安排有清楚的认识，并给予特殊关注，向客人问候、陪客 人进餐、陪客人参观等，由时间及能力的限制，这类团最好安排在淡季。 63 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-028 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 通过拜访和陌生销售，使销售范围扩大，提高销售力度。制定员工拜访的规范政策。 PROCEDURES 一、拜访客户作用： 由个人亲自拜访以达到销售酒店及其设施构成的销售技巧，其有利条件在于： 1、留下个人第一印象。 2、亲自向订房者推销酒店其设施。 3、是改善以往不良形象来回答客户的问题的机会。 4、为善后的预订获取需求信息或进行确认。 二、在拜访客户之前，酒店销售员应特别注意以下几点： 1、外表： 酒店销售员在销售其产品之前，首先具有干净、健康、整洁、专业的外表， 因为他/她代表酒店的形象。 2、准备： （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 64 ORIENTAL WISE HOTELS & RESORTS （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 3、产品知识 销售员应全面了解所推销的产品以便向客人介绍 三、在进行客户拜访时，销售人员应做到： 1、目的明确 一个明确的目标可以帮助销售员掌握时间完成任务。 2、聆听 专心聆听、理解并感谢客人提出意见，可使销售代表准确提供客人所需。 3、必要时可做高价推销 销售代表应以亲切，易被接受的方式向客户提供更好的、价格更高的选择。 4、负责 销售代表首先是他们客户的负责人，要对客人是否满意而负责，他们的行为 是在销售规则范围内，但同时也具有灵活性，目的是为了更好做好销售工作。 5、对客户的意见及建议做必要的记录 (1) 把拜访结果输入电脑做记录 (2) 向销售总监汇报重要的信息反馈 (3) 及时处理客户需求 (4) 完成销售报告 四、拜访的政策规定： 1. It is the policy of Park Wise Hotel that should staff call on a city, and stay in hotels, the following should be observed: 员工出行所住酒店时，应注意以下方面： 2. The following expenses are considered to be acceptable, and will be absorbed by the hotel or reimbursed: 下列费用由酒店负责： （1） Breakfast , lunch and dinner. 一日三餐 （2） Reasonable laundry, dry cleaning and pressing. 合理洗衣 干洗和熨烫的费用 （3） IDD business call. 业务目的的国际长途。 3. The following expense are considered to be unacceptable and will not be reimbursed: 65 ORIENTAL WISE HOTELS & RESORTS 下列费用酒店不负担： （1） Alcoholic beverage( except for Business Entertainment / Business Relations) 除商务宴请外的酒水费用。 （2） Personal IDD calls 私人电话 （3） Health Club service. 健康理疗的费用。 （4） Limousine Charges. 租车费用。 4． All expenses must be settled on Expense claim form and forward to DOSM for approval Within 7 days upon return. 旅行结束后，要在七日内填写费用报销单，并交至市场销售总监审查批准。 五、陌生销售： 是一种事前没有预约而信然前往去介绍酒店的一种销售方法则是把销售的 文件及酒店简介寄给以前没有去过的公司。以下几点应注意： 1、在寄酒店简介前，试着同公司联系，以便得知公司负责人的名字。 2、在推销手册中务必包括酒店的图片的介绍以及不同的酒店设施。 3、亲自邀请客户来酒店参观或赴宴。 4、追踪问讯公司经理或负责人是否收到酒店的推销资料。 66 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales and marketing– Policies & Procedures Manual 市场营销和流程指南 Subject: Ref: S&M-029 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE 通过电话拜访，最大限度和快速地达到推广的广度。 PROCEDURES 电话销售 通过电话销售是另一种方法来寻找生意，销售人员可通过以下渠道与联系。 1、个人联系：专业组织，网络，过去朋友的介绍 2、公众渠道：剪报、订阅 3、其它渠道：竞争对手的客源，贸易协会、国际贸易团体和咨询公司经常接到 各种原因的电话，所以销售代表应简明扼要的做第一次会谈。需要做的工作： 1、安排每天要去拜访的公司。 2、尽量了解谁是公司中安排酒店订房的决策人。 3、清楚、有礼的将自己介绍给对方。 4、问几个重要的问题 对方的姓名 公司客人的来源 旅行方式 67 ORIENTAL WISE HOTELS & RESORTS 客人现使用哪家饭店 全年的客人量 5、介绍 新公司的发展有可能来自酒店经理，驻店客人，预定部和私人关系，发展过 程如下： (1) 公司背景： —生意种类 —市场采访 (2) 公司的生意量 —与订房者交谈 —问一些简单的问题 6、销售人员必须判断新公司的发展前景 1) 如果是一个良好的机会，需与对方确定一个协议并解释有利条件。 2) 在第一次销售时，应将协议书寄出。 68 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Hotel inspection Ref: S&M-030 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide guidelines on conducting hotel inspection and to ensure a presentable and fruitful result. 规范对酒店的参观访问以确保视察的成效性。 PROCEDURES Familiarization trips (from overseas target market) should be planned and scheduled annually and to be included in the marketing plan. 市场计划中应包括每年的海外客户到访计划及日程安排。 All far trips must channel through the Director of Sales & Marketing and subject to the approval by the General Manager. 所有的到访必须经市场销售总监提交总经理批准。 Requests should be made not less than 6 weeks prior to the proposed date. 客户到访申请应在实际到访日期的六周之前提出。 Complimentary 免费接待： Complimentary room is reserved to friendship of hotel. Sales Manager should arrange basis on hotel forecast and objective. And should fill out the requisition form regarding guest name, title, company name, in and out date, room type required, reason etc. and submitted by Director of Sales & Marketing with approval of Hotel Manager. 69 ORIENTAL WISE HOTELS & RESORTS 免费房是酒店为表示友好向某些个人或个体提供的免费住宿。销售人员应基于预测酒店 能否在以后得到多少住房的目的，考虑被提供免费房人员的职位以便生意的来源。 销售经理应填写免费房申请表，表中填写客人的详细信息，包括：职位、公司名称、到 达和离店日期，房间种类，提供免费住房的原因，由市场营销总监签字，并由总经理批 准. HOTEL INSPETION GROUP酒店参观团的接待： (1). Hotel inspection group is for hotel information purpose, include outlook\facilities\service. The members of group will stay in rooms and catering for familiar and experience. Hotel will pay all expenses to increase the image and know well. 酒店参观团是为了熟悉酒店的各方面设施，包括外观。设施，旅游产品和服务的目的来 到酒店的一个旅游团体，他们将住宿于酒店并体验酒店的设施和餐饮，一般情况下所有 的费用承担由酒店承担，以此通过接受这些参观团，让酒店赢得良好的宣传和赞誉。 (2). Based on the production by the Travel Agents/tour operators or its potential, if space is available and the length of stay does not exceed 3 days, complimentary rooms and breakfast can be extended. 根据旅行机构与酒店合作次数的多少和业务潜力的大小，在客房宽裕和入住时间不超过 三天的情况下，可提供免费房和免费早餐。 (3). All other incidentals such as telephone, laundry and mini bar will be charged to individual account. 电话费、洗衣费和迷你酒吧费用计入个人账户。 (4). The appropriate department head is to: 相关的部门领导应： , Meet the group on arrival 在团队到店时接待 70 ORIENTAL WISE HOTELS & RESORTS , Join the group for breakfast on the first morning 团队到店的第一天与团队共进早餐。 , Join the lunch/dinner/cocktail hosted by the Hotel. The Director of Sales & Marketing or Hotel Manager should also attend these functions. 市场销售总监和酒店经理应出席酒店的招待午餐、晚餐和鸡尾酒会。 , Conduct hotel inspection and present the sales/P.R. kit together with a small giveaway. 组织对酒店的视察并赠送酒店宣传品。 (5). If the group size is over 5 people, the appropriate assistant should attend the function and assist with the hotel inspection. 如果到访团人数多于五人，应安排专人陪同出席宴会和视察酒店。 Before making an appointment with the guest, Sales Manager should check the hotel reservation status to make sure that guest rooms and function rooms are not occupied when showing to the guest. 在与客户约定到店参观之前，销售经理必须检查房间预定情况，以确保客人参观时 客房和多功能厅是无客人使用可参观的。 Make an appointment with the guest at a time which is convenient for both parties. 客人到店参观的时间必须是对双方都合适的时间。 Design the inspection route and places and personally check these places prior to guest are arrival to make sure that no obstacle is on the way. 设定好参观的路线和地点，并在客人到店前个人去查看以确保参观顺畅无障碍。 Get the show room keys from Front Desk and try to arranger all rooms on the same floor. 从前厅领取钥匙，尽量将要参观的房型安排在同一楼层。 Prepare name card, note pad and hotel brochure and promotional flyers. 准备好名片，记事本和酒店宣传册和促销传单。 71 ORIENTAL WISE HOTELS & RESORTS To welcome guest in the lobby on time, exchange name card and greet the guest by name and title. 按时在大堂等候客人，客人抵达时，欢迎客人，交换名片并以名片上的姓名和职位 称呼客人。 Advise the guest on route to show to him/her and encourage questions from the guest. 参观途中引导和鼓励客人提问。 When showing the guest rooms, to start from the low category and then move to higher category. 带客参观时要从一般客房开始参观，然后到高级客房。 Before entering the guest room, push the door bell first to make sure that there is nobody in the room. 进入客房之前，应先按门铃再次确认房间内没人。 Explain to the guests the specific features and functions of the facilities and equipment in the room including fire and security equipment. 详细向客人讲解房间和多功能厅设施设备的用途，包括消防和安保设施。 On the way to the next destination, introduce hotel other facilities such as F&B outlets, Health Club and Business Center etc. 去往下一个目标的途中可以向客人介绍酒店其他服务设施，如餐厅、康乐中心、 商务中心等。 When inspection is completed, invite the guest to have a drink in the lobby lounge ( if it is convenient for the guest) 参观结束后，邀请客人到大堂吧喝饮料(如果客人方便的话) Ask for the feedback of the hotel and take a note of the comments. Check with the guest if there is any forthcoming business for the hotel. At the same time distribute hotel brochure 72 ORIENTAL WISE HOTELS & RESORTS and promotional flyers. 询问客人的感想并记录下客人的意见，向客人核实是否将会与酒店开展业务，同时 发放酒店的宣传册和促销传单。 See off the guests to the main entrance. 与客人道别并送至酒店正门。 After the group has departed, follow up with a thank you letter to each individual by the Director of Sales & Marketing. The names of the agent to be included in the mailing list. 到访团离店后，市场销售总监要向每一个到访个人发酒店感谢信。 Record the event on the Cardex and follow up if there is any business. 将事件输入客史系统，如将有业务开展要予以跟进。 Guidelines Without the permission of the Hotel Management, no one is allowed to take the guest to the back of the house in the hotel. 任何人不得将客人带至酒店客房后台，除非经酒店管理层批准。 73 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Exhibition Pricing Policy Ref: S&M-031 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To establish the guide line for Exhibition pricing. 制定承办展会的价格规范。 PROCEDURES 1. 100% of Room rental to be charged for pre-set up. 布展前收取全额租金。 2. Additional of 80% of Room Rental to be imposed. 另收80%的租金。 3. 50% of AV equipment rental to be imposed. 收取50%的音像设备租金。 4. City telephone line to be installed for exhibition only at RMB300.00net per day. 安装的市内电话租金为三百元每天。 5. Flexibility to be exercised. 具体问题灵活处理 74 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Terms & conditions for Ref: exhibition and meeting S&M-032 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 GUIDELINES Following rules should be observed accordingly for any construction or redecorating works to be done in the function rooms for exhibition and meetings. Should there be any damage of the Hotel properties, actual damages will be charged at cost to the organizer. 在多功能厅组织活动需要装饰和重新布局时必须遵守以下规章，任何酒店财产的损失，都要 向活动组织者追偿费用。 SET-UP & BREAKDOWN组织和结束; Upon set-up and dismantle, the hotel‟s carpet should be protected and well covered with canvas cloth or other type of material to be provided by the organize appointed or contractors. This applies particularly when moving carts are untilized on the carpet. 进行安装和拆除时，特别是手推车在地毯上滑动时，必须将地毯保护起来，可以用帆布或其 它材料覆盖来保护地毯。活动组织者或承包人自行提供所需材料。 No millworks is allowed in the Function Areas, all parts should be prefabricated outside the hotel. 多功能厅内不允许任何的打磨工作，可在酒店外进行。 No nailing is allowed to be done in function rooms. e.g. on the ceiling, walls, carpets, floor and tables. 天花板，墙壁，地面和桌子上都不得订钉子。 75 ORIENTAL WISE HOTELS & RESORTS While moving the trolleys all precaution is to be taken not to damaged walls, doors and furniture. 在推动小推车之前，必须做好保护工作，以免损害墙壁，地面和家具。 Banquet office should be informed in advance(72 hours) if masking tape or similar material has to be used. 如需使用覆盖性的材料，须至少提前72小时通知宴会销售办公室。 No scotch tape is allowed on wall paper. 不得在墙纸上刻划。 All the material brought in for construction work should be removed by the contractor or organizer, the Hotel does not provide space for extra garbage. Additional changes may be applied in the event that Hotel is required to assist in removing garbage depending on the volume of the garbage, as well as transportation charge, if removal truck is required. 所有建筑材料必须由组织者或承保人负责运走，酒店不提供仓库存放。酒店可根据物品的体 积过大、运输费用过大或急需运送卡车的情况下提供帮助。 76 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Advertisement Ref: S&M-033 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To provide guideline for authorization and empowerment to the communications Manager in the area of Advertising. 规范授权公关经理进行广告宣传 PROCEDURES All local and international advertisement must be approved by the Group Director of Sales and Marketing. 所有本地和国际的广告必须经市场销售总监批准。 1. Local Media Schedule 本地媒体宣传 The communications Manager will prepare the media schedule and communicate to the Director of Marketing thereafter to be approved by the General Manager. 公关经理制定媒体宣传的日程表， 在与市场总监沟通后转交总经理审查批准。 2. International Media Schedule 国际媒体宣传 The Communications Manager will prepare the international media schedule and communicate to the Director of Marketing thereafter to be approved by the General Manager and Group Director of Sales and Marketing. 公关经理制定国际媒体宣传计划，并与市场总监沟通批准后转交市场销售总监和总 77 ORIENTAL WISE HOTELS & RESORTS 经理审查批准。 3. Creative 创新宣传 The Communications Manager must first seek the approval from the Director of Marketing on all creative before route to the General Manager and Group Director of Sales and Marketing for final approval. 公关经理制定的创新宣传途径必须先经市场总监批准，再转交市场销售总监和总经 理审查批准。 78 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Banquet Sales-Handling of Ref: Corporate Meeting group. S&M-034 - Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To clarify the procedure in handling corporate meeting group, in order to achieve team work between Banquet Sales, Room Sales and Reservation. 明确接待会议团时，宴会销售，客房销售和预定部如何进行团队运作的规范。 PROCEDURES 1. Room Sale will be responsible for negotiation, forwarding of proposal for corporate meeting group of 10 rooms and above until deposit is collected. Thereafter hand over to Banquet Sales, Conference Meeting Services Department with introduction of a coordinator. 客房销售负责谈判，向会议团推销10间以上的客房直到收取押金。然后由宴会销 售和会议服务部门与其相关人士继续协商。 2. Banquet Sales that involve 10 rooms and below, the respective Banquet Sales will be responsible for negotiation, forwarding of proposal until deposit is collected thereafter issue EO. 10间以下房间的会议团，由宴会销售负责谈判直至收押金，并制定宴会单。 3. In the event that through out the negotiation period, number of rooms blocked falls below 10 or increased the individual Sale person will continue to service the client until such time when it is confirmed. 79 ORIENTAL WISE HOTELS & RESORTS 如果在谈判阶段，出现了锁的房间小于10间或散客增加的情况，销售人员要继续 对客户提供服务直到客户确认。 4. All EO or adjustment will be issued by Banquet and Meeting Service Department. 所有的宴会单和宴会调整单都有宴会和会议服务部门负责。 5. Group Booking Form will be used for group of minimum 10 rooms and FIT Booking Form will be used for less than 10 rooms. 团队登记单用于10间以下的会议团FIT单用于10间以上的会议团。 80 ORIENTAL WISE HOTELS & RESORTS Park Wise Hotel TianJin Sales&Marketing– Policies & Procedures Manual 市场销售 - 制度和流程指南 Subject: Menu Tasting Ref: S&M-035 Prepared by: Director of Sales and Marketing Date: August 28，2007 起草：市场销售总监 日期：2007- 8 – 28 Approved by: General Manager Date: August 28，2007 批准：总经理 日期：2007- 8 – 28 OBJECTIVE To meet guest satisfaction with our product and service. 提高客人对酒店产品和服务的满意度。 PROCEDURES 1. Attendance出席人 Complimentary for maximum of 4 people for Western / Chinese banquet. Additional guest will be charged at selling price. 中西宴会最多四人免费，其余按售价收费。 2. Choice of menu 菜单的选择 Western Banquet: Maximum two choice 西式宴会：最多两个菜单 Chinese Banquet: one menu only 中式宴会：一个菜单 3. Charges 收费 All food and beverage( soft drinks and beer only) consumed to be charges to house account under entertainment. 81 ORIENTAL WISE HOTELS & RESORTS 消费的酒水（软饮和啤酒）费用计入房费中宴请一栏。 4. Venue 地点 Outlet only and common area of the Chinese restaurant, Private room must first seek the approval from DOM and F&B Manager. 中餐厅的公共区域，如需特殊包间必须征得销售总监和餐饮经理的同意。 82