深圳東方銀座美爵酒店市場銷售部制度與程序

1、 目 錄 indexpart a 第一部分 部門職能和組織架構(gòu)part a section 1 department functions and organizational structurea.1 部門職能department functionspart b 第二部分 崗位職責(zé)part a section 2 duty positionsb.1 行政助理經(jīng)理（executive assistant manager）b.2 市場銷售部總監(jiān)(dosm)b.3 市場資訊經(jīng)理(pr manager)b.4 公關(guān)主任b.5 秘書/協(xié)調(diào)員(secretary/coordinator)b.6 高級銷售經(jīng)

2、理(senior sales manager)b.7 銷售經(jīng)理/客戶經(jīng)理(sales manager/account manager)part c 第三部分 部門行政管理c.1 部門會議c.1 department meetingsc.2 分部例會c.2 division regularc.3 報告c.3 reportc.4 市場營銷計劃（每年制定一次）c.4 marketing plan (annually formulate)c.5 部門年度總結(jié)報告c.5 department annual summary reportc.6 檔案管理系統(tǒng)c.6 file management syste

3、mc.7 房價審批權(quán)管理規(guī)定c.7 prices right of approval regulationsc.8 公關(guān)接待工作管理制度c.8 pr reception job management systemc.9 銷售人員外事紀(jì)律規(guī)定c.9 sales staff disciplinary provisions of the foreign affairsc.10 與新聞媒體接觸的管理規(guī)定c.10 contacts with the media management regulationsc.11 市場銷售部日常管理制度c.11 s&m day-to-day management

4、 systemc.12 散客接待工作程序c.12 individual reception proceduresc.13 團隊接待工作程序c.13 working procedures of the group receptionc.14 vip接待工作程序c.14 vip reception proceduresc.15 長住客訂房操作程序c.15 chief guest booking proceduresc.16 與旅行社函件來往和簽定合同程序c.16 correspondence with the travel agencies and to contract proceduresc.

5、17 大型活動操作程序c.17 large-scale operational activityc.18 免費房操作程序c.18 complimentary room proceduresc.19 客房升級操作程序c.19 room upgrade proceduresc.20 宴請招待操作程序c.20 dinner reception proceduresc.21 客人參觀灑店程序c.21 hotel visit proceduresc.22 各類商務(wù)合約及常用表格格式part d 第四部分 儀容儀表及個人衛(wèi)生part d section 4 instrument appearance an

6、d personal hygiened.1 儀容儀表及個人衛(wèi)生d.1 instrumentation grooming and personal hygiened.2 個人儀表標(biāo)準(zhǔn)d.2 personal instrument standardsd.3 個人衛(wèi)生標(biāo)準(zhǔn)d.3 hygiene standards編碼.: sm/0001日期: 2007年2月28日目錄碼:a.1發(fā)放部門:市場銷售部更新后的編碼:主題: 部門職能和組織架構(gòu)part a 第一部分 部門職能和組織架構(gòu)part a section 1 department functions and organizational struc

7、turea.1 部門職能department functions市場銷售部集銷售與公關(guān)于一體，是酒店連接市場、對外建立商業(yè)關(guān)系以及擴大營銷的紐帶；是同社會各界、傳播媒體建立和保持良好關(guān)系的橋梁；是了解客源市場和競爭信息的耳目；是總經(jīng)理制定營銷決策的參謀智囊。市場銷售部需與前廳部、管家部通力合作，努力提供酒店的開房率；同時要與餐飲部配合，共同開拓會議與宴會市場。市場銷售部既要組織客源，又要接待客人；既要同各部門合作，又要跟蹤檢查監(jiān)督協(xié)調(diào)，以保證接待計劃的實施和提供優(yōu)質(zhì)服務(wù)。越是在市場環(huán)境不景氣，生意淡季，競爭激烈情況下，越要千方百計尋求贏利機會；越是市場繁榮，生意興隆，越要居安思危，注意發(fā)現(xiàn)潛在

8、危機，提出相應(yīng)對策。市場銷售部的主要任務(wù)是確立銷售目標(biāo)，制定市場營銷計劃；開拓客源市場，捕捉一切機會增加贏利；積極宣傳酒店，推銷酒店產(chǎn)品，提高酒店知名度；開展市場調(diào)查，提供分析預(yù)測；建立預(yù)測和銷售網(wǎng)絡(luò)；與客戶保持良好的業(yè)務(wù)關(guān)系；與店內(nèi)各部門溝通協(xié)作，共同完成總經(jīng)理下達(dá)的營業(yè)指標(biāo)。sales&marketing department combines sales and communication, is the nexus to connect the market and external commercial relations, the bridge to build and m

9、aintain good relations with all sectors of society and the media, the source of knowing the origin market and competitive information and the brainpower to general manager when making market decision.sales&marketing needs to cooperate with the front office and the house keeping to contribute to

10、hotel room occupancy. meanwhile the sales&marketing needs to coordinate with the food and beverageto department to develop conference and banquet market. sales&marketing not only organize origin market, but also receive the guests. sales&marketing not only need to cooperate with all depa

11、rtments, but also need to do the follow-up, check-up, supervision and coordination in order to ensure the implementation of the reception plan and offer quality service. downturn in the market environment with more business off-season and competitive circumstances, the more we should to seek profita

12、ble opportunities. more market prosperity and business booming, more vigilant we should be with attention to identify potential crises and the appropriate measure.sales&marketing's main task is to establish sales target, develop sales&marketing action plan; develop source markets, captur

13、e every opportunity to increase profit; actively promote the hotel, selling hotel products, improve hotels visibility; carry out market research, provide analysis and forecasting; set up prediction and sales network; maintain a good business relationship with the client; communicate and cooperate al

14、l departments in the hotel to finish general managers business budget.編碼.: sm/0001日期: 2007年2月28日目錄碼:a.2發(fā)放部門:市場銷售部更新后的編碼:主題: 部門職能和組織架構(gòu)附后attached編碼.: sm/0001日期: 2007年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)part b 第二部分 崗位職責(zé)part a section 2 responsbilities&tasksb.1 行政助理經(jīng)理（administration assistant manag

15、er）直接上司：總經(jīng)理管理下屬：所有銷售部人員崗位職責(zé)：direct supervisor: general manager management of subordinates: all sales department staff job responsibilities:1、在總經(jīng)理的領(lǐng)導(dǎo)下全面負(fù)責(zé)酒店的公關(guān)宣傳、市場開發(fā)、客源組織和酒店客房、宴會、會議等的銷售工作。2、根據(jù)市場狀況，結(jié)合本酒店實際情況，擬定科學(xué)的市場營銷計劃及收入預(yù)算，報上級審批后組織實施，并定期向總經(jīng)理匯報銷售成果。3、掌握國內(nèi)外酒店市場動態(tài)，定期分析市場特點和發(fā)展趨勢；經(jīng)常走訪客戶，征求客戶意見，根據(jù)市場變化和客戶

16、需求調(diào)整營銷策略，爭取提高酒店平均房價和市場占有率。4、建立、鞏固和擴展銷售網(wǎng)絡(luò)，密切聯(lián)系國內(nèi)外客戶，穩(wěn)定客源市場；積極參加國內(nèi)外的旅游宣傳和促銷活動，與各地區(qū)客戶建立長期的良好合作關(guān)系，不斷開拓新市場、新客源。5、策劃重要的營銷活動，積極宣傳推廣酒店，搞好公共關(guān)系，樹立酒店良好的社會形象，提高酒店知名度。6、協(xié)調(diào)各部門之間的關(guān)系，加強橫向溝通，配合做好接待服務(wù)工作。7、建立并維持部門科學(xué)的運作方式（如銷售系統(tǒng)、檔案管理系統(tǒng)、溝通機制等），保證部門的高效運轉(zhuǎn)。8、定期審查銷售人員的業(yè)績及活動情況報告，確保銷售目標(biāo)的實現(xiàn)。9、合理調(diào)配使用部門內(nèi)部員工，調(diào)動員工的積極性，不斷提高員工的工作效率和業(yè)

17、務(wù)水平。10 組織和促進餐飲部的各種合作，以此推動餐飲的推銷，包括舉行各種競賽，球賽，聯(lián)歡會，媒體溝通會及冷餐會等。1. under the leadership of general manager, conduct overall responsibility for the hotel's public relations and publicity, market development, source organization and the tasks of hotel rooms selling, banquets selling and conferences sell

18、ing, etc. 2. according to market situation and hotels actual situation, create a scientific sales& marketing action plans and revenue budget, and then organize and implement after applying to upper for approval. the resulte should be reported to the general manager regularly.編碼.: sm/0001日期: 2007

19、年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)3. master market dynamics of both domestic and international hotel, analyse regularly market characteristics and development trends; visited clients and understand the views of customers, adjust marketing strategy according to market changes and customer demand,

20、 and improve hotel average room rates and market share. 4. set up , consolidate and expand the sales network, closely contact customer at home and abroad, stablilize source markets; actively take part in domestic and international tourism publicity and promotion activities, establish long-term good

21、cooperation relationship with regional clients, and constantly explore new markets and new clients source. 5. plan important marketing activity, actively promote the hotel, establish good public relations, establish a good social image for the hotel and increase hotels visibility. 6. coordinate the

22、relationship between various departments to strengthen the horizontal communication, and do good reception services. 7. set up and maintain departments scientific operation methods (such as sales systems, file management systems, communication mechanisms, etc.) to ensure the efficient operation of t

23、he department. 8. review sales performance and activity reports regularly to ensure achieve sales goals. 9. reasonably allocate the internal staff, mobilize the enthusiasm of employees, and continuously improves the efficiency and operational level of the staffs. 10. organize and develop cooperation

24、 with f & b, as a means of promoting food and beverage, including holding a variety of competitions, football matches, parties, media communication, buffet dinner ect 基本職能:在總經(jīng)理和辦公室規(guī)定的標(biāo)準(zhǔn)內(nèi)，有效的管理好銷售部門，并且確保達(dá)到預(yù)算的住客率及平均房價。basic functions: under the general manager and the office required standards, ma

25、nage sales department effectively, and ensure the achievement of room occupancy budget and the average room rate.要求：1. 系統(tǒng)計劃的技巧2. 領(lǐng)導(dǎo)技巧3. 員工表現(xiàn)管理編碼.: sm/0001日期: 2007年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)4. 注重員工的激勵5. 注重利潤和純利潤6. 看重成本7. 注重服務(wù)8. 與業(yè)主的關(guān)系9. 溝通技巧10. 人際關(guān)系和團隊創(chuàng)建11. 敏銳的經(jīng)濟頭腦 12. 敏銳的市場感覺 13. 銷售敏銳14.

26、自我管理15. 改革和創(chuàng)新16. 領(lǐng)導(dǎo)力17. 服從18. 業(yè)務(wù)水平19. 聆聽的技巧相互合作 : 1. 總經(jīng)理2. 部門經(jīng)理3. 銷售人員4. 客戶5. 社區(qū)和企業(yè) 6. 其它酒店業(yè)的銷售總監(jiān)目標(biāo) :通過應(yīng)用市場計劃和有效的管理銷售隊伍來完成每間房的預(yù)算requirements: 1. system planning skills 2. leadership skills 3. the staff performance management4. focus on staff motivation 5. focus on profit and net profit 6. valued cos

27、t 7. service-oriented 8. the relationship with the owners 9. communication skills 10. interpersonal skills and teamwork creation 11. sharp economic minds 12. sharp market sense 13. sales sharp 14. self-management 15. reform and innovation 16. leadership 17. subordinate 18. operational level 編碼.: sm/

28、0001日期: 2007年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)20. listening skillsmutual cooperation: 1. general manager2. department manager 3. sales 4. customers5. communities and enterprises6. other hotel sales director基本職責(zé)1. 在銷售房間數(shù)量和平均房價方面，努力達(dá)到預(yù)計的適合酒店的市場份額占領(lǐng)；每次的結(jié)果和影響因素應(yīng)該被分析和存檔，以便日后參考。2. 根據(jù)市場劃分和市場計劃，準(zhǔn)備每月的目標(biāo)市

29、場份額（平均房價和銷售房間數(shù)）3. 用限定的格式準(zhǔn)備年度市場計劃- 準(zhǔn)確的明白本地市場的定位和復(fù)雜性- 根據(jù)第二點的內(nèi)容制定目標(biāo)- 制定達(dá)到目標(biāo)的步驟- 制定廣告和促銷的預(yù)算，這些將會與目標(biāo)和成本相連。4. 貫徹執(zhí)行年度計劃里的計劃步驟，或根據(jù)市場情況的變化去更改。5. 加強和監(jiān)督廣告和促銷預(yù)算6. 監(jiān)督房間的建造，并在需要的時候通過完成總經(jīng)理批準(zhǔn)的銷售項目（成本允許下）給予回應(yīng)。7. 定期的收集客戶反饋，以便保證客人對產(chǎn)品的需要和酒店的標(biāo)準(zhǔn)8. 推薦滿足利潤最大化各種方法和途徑，通過制定不同的房價，銷售策略或其他市場促銷組合。9. 做所有市場劃分的調(diào)查以便滿足覆蓋更多得到市場份額的需求10.

30、 根據(jù)市場計劃的需要和總經(jīng)理的指示，定期的撥打外地潛在市場的銷售電話。 11. 幫助和管理廣告和促銷效果，以確保持續(xù)性12. 管理銷售功能。（包括宴會的銷售）13. 根據(jù)市場計劃和需求的上升參加旅游展示會，市場會議等14. 協(xié)助總經(jīng)理處理公共關(guān)系15. 參加銷售會議16. 負(fù)責(zé)所有銷售合同的簽定17. 確保市場銷售部所有信件的精確，職業(yè)化及其的展示18. 負(fù)責(zé)市場銷售部內(nèi)部系統(tǒng)的記錄，（如：跟綜系統(tǒng)，丟失客戶報告，每周銷售報告等）同時負(fù)責(zé)所有相關(guān)的必要的跟蹤記錄。19. 根據(jù)固定的格式準(zhǔn)備每月市場銷售部活動報告。20. 控制和監(jiān)督市場銷售部的產(chǎn)量21. 制定精確的支出報告，并根據(jù)公司的政策每月

31、上交,同時應(yīng)盡可能保證經(jīng)濟性的支出.22. 管理銷售員工的銷售獎勵項目。在做這些時，他/她應(yīng)回顧所有將近的活動，設(shè)定現(xiàn)實的點數(shù)目標(biāo)，并確保贏得的合法及所有員工報酬被適當(dāng)?shù)闹Ц丁?3. 在用人及選人的時候與人力資源部合作24. 確保所有從銷售部發(fā)給其它部門的信息的準(zhǔn)確性，及時性和完整性，并且確保這些部門有足夠的信息，以便完成銷售部給客人的承諾服務(wù)。編碼.: sm/0001日期: 2007年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)25. 確保所有的銷售員工對工作分派的理解和監(jiān)督活動的和諧一致，以保證達(dá)到預(yù)先安排的工作量26. 確保銷售經(jīng)理根據(jù)工作描述去拜訪客戶27

32、. 做銷售員工表現(xiàn)評估，如果必要的話給予建議-員工調(diào)動/轉(zhuǎn)移/提升28. 至少每月組織一次銷售信息會議，以便員工可以更新他們的消息，戰(zhàn)略等。并且可以聽員工的反饋信息29. 準(zhǔn)備并執(zhí)行銷售員培訓(xùn)計劃，通過使用參與銷售電話的方式確保培訓(xùn)的參與性，并對每一個電話提供建議30. 負(fù)責(zé)對新員工作酒店環(huán)境的介紹（定期參與新員工入職會議），并鼓勵新員工參與到銷售中。31. 根據(jù)排班履行值班經(jīng)理的職責(zé)完成總經(jīng)理交給的其他任務(wù)basic responsibility1. achieve fit market share of hotel occupation regarding to the sales qua

33、ntity and average room rate. the results and impact of each factor should be analyzed and archived for future reference. 2. in accordance with market segment and marketing plans, prepare for monthly market share target (average room rate and sold rooms).3. prepare the annual marketing plan with a li

34、mited format - accurate understanding of the positioning and the complexity of the local market - set targets in accordance with the contents of the second point - formulate steps to achieve a goal - make the budget of advertising and promotion, which will be linked with the objectives and costs. 4.

35、 implement the plan steps of annual plan, or change in accordance with market situations. 5. strengthen and supervise advertising and promotion budget.6. supervise the construction of the room, and respond by finishing the sale items and being approved by general manager (the cost under the permit)

36、at the right time.7. collect customer feedback regularly in order to ensure the guests needs of the product and hotel standards. 8. recommend ways and means which satisfied profit maximization through the development of different room rate, sales promotion strategy or combination of other markets. 9

37、. investigate into all market segments in order to meet the needs of covering more market share.編碼.: sm/0001日期: 2007年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)10. in accordance with market planning needs and general managers instructions, make periodic telemarketing to nonlocal potential market. 11. assi

38、st and manage the effect of advertising and promotion in order to ensure continuity.12. manage sales function (including the catering sales).13. according to the market plans and demand increasing, take part in travel mart and market meetings.14. assist the general manager to deal with public relati

39、ons.15. take part in sales meetings.16. be responsible for all sales contracts signature.17. ensure all letters of sales&marketing and its display be precise, professional.18. be responsible for internal system record in s&m (such as: tracking system, the reports of loss business, weekly sal

40、es reports, etc.), as well as all the necessary track record. 19. in accordance with a fixed format, prepare monthly activity report of s&m.20. control and supervise the production of s&m.21. formulate precise expense reports, and hand in monthly in accordance with company policy. at the sam

41、e time, ensure the expense is cost controlled. 22. manage sales incentive item of the sales staff. to do these at the time, he / she should review all the latest activities, set realistic point goal, and to ensure that the legitimate win and all the staff was appropriately paid. 23. cooperate with t

42、he human resources department in the employment. 24. to ensure that all the information which is from the sales department distributed to other departments is accurate, timeliness and completeness, and ensure that these departments have sufficient information to provide the service as what the sales

43、 promise to the guests. 25. to ensure that all sales staff understands the job assigned and oversight activities in harmony to ensure the achieving of pre-arranged workload26. to ensure that the sales manager go to visit the customer in accordance with job description.27. does the performance assess

44、ment for sales staff, if necessary to give advice - staff mobility / transfer / promote編碼.: sm/0001日期: 2007年2月28日目錄碼:b.1發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)28. oranize sales meeting monthly to ensure the sales could update their information and strategies and get the staff feedback. 29. preparation and impleme

45、ntation of sales training programs, ensure the training participation by involving the sales telemarketing, and provide recommendations for each phone30. responsible for introducting the hotel working environment to the new stuff, regularly attenden the new employeess recruiting meeting), and encour

46、age new employees to participate in sales activities. 31. according to the manager on duty roster to fulfill the duties of general manager and achieve other tasks give be the general manager.編碼.: sm/0001日期: 2007年2月28日目錄碼:b.2發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)b.2 市場銷售部總監(jiān)(dosm)直接上司：行政助理經(jīng)理直接下屬：市場銷售部總監(jiān) 公關(guān)經(jīng)理崗位職責(zé)：d

47、irect supervisor: administration assistant manager direct subordinates: director of marketing communications managerjob responsibilities:工作范圍 : 以高效率的工作協(xié)助行政助理經(jīng)理，在強調(diào)節(jié)約成本的基礎(chǔ)上讓業(yè)務(wù)達(dá)到最大限度發(fā)展和現(xiàn)有客源的鞏固。協(xié)助行政助理經(jīng)理完成東方銀座美爵酒店的市場計劃及相關(guān)的市場銷售活動 scope of work: high efficiently assist the administration assistant manager

48、, allow the business to achieve maximum development and consolidate existing customers while emphasis on basic cost-effective. assist the administration assistant manager implementing grand mercure oriental ginza market program and associating marketing activity基本職責(zé) 1. 給行政助理經(jīng)理提建議以確保東方銀座美爵酒店市場銷售項目的發(fā)展

49、和完成2. 預(yù)測市場需要并管理銷售辦公室以確保有效運作3. 尋求市場劃分中的最大份額4. 給主要客戶打銷售電話5. 通過計劃、引導(dǎo)和培訓(xùn)銷售部員工以達(dá)到東方銀座美爵酒店對住客率、平均房價和利潤的要求6. 在行政助理經(jīng)理休息時，要代替他監(jiān)督和執(zhí)行銷售部的制度、程序和其它項目7. 計劃并努力覆蓋深圳市及以外的市場8. 參加管理回顧，并給出建議以確保酒店的競爭地位和利潤生產(chǎn)最大化9. 配合銷售部的促銷計劃和活動參與準(zhǔn)備市場銷售辦公室的年度預(yù)算10. 和行政助理經(jīng)理保持良好的關(guān)系并作為代表參加行業(yè)展覽11. 給管理層提供關(guān)于銷售員培訓(xùn)需求的建議并協(xié)助行政助理經(jīng)理給員工發(fā)展制定適當(dāng)?shù)呐嘤?xùn)計劃12. 準(zhǔn)備

50、活動和結(jié)果的每月報告給行政助理經(jīng)理，包括銷售結(jié)果，市場占有，市場預(yù)測和競爭活動13. 時刻了解競爭對手的情況14. 當(dāng)行政助理經(jīng)理不在時參加部門經(jīng)理會議，回顧銷售結(jié)果，并確保和各部門有好的合作15. 協(xié)助建立一個有效的團隊，并關(guān)注他們的福利、安全和發(fā)展16. 根據(jù)企業(yè)公司的要求回應(yīng)部門功能的任何變化17. 保證完成如下：編碼.: sm/0001日期: 2007年2月28日目錄碼:b.2發(fā)放部門:市場銷售部更新后的編碼:主題: 崗位職責(zé)Ø 銷售拜訪-平均每周4個Ø 電話銷售平均每周10個18. 完成管理層交給的其它任務(wù)basic duty 1. give suggestion

51、s to administration assistant manager to ensure that the grand mercure oriental ginza market development and the completion of projects 2. to anticipate what the market needs and the management of sales offices in order to ensure the effective of operation 3. target the largest market share in the m

52、arket segmentation 4. telemarketing to the key accounts5. achieve the grand mercure oriental ginzas budget for occupancy, arr and profit by planning, guiding and traning the sales staffs.6. when administration assistant manager take a leave, dosm need to replace him for the supervision and implement

53、ation of sales systems, procedures and other items 7. plans and make every effort to cover shenzhen market and markets outside 8. take part in the management review and give recommendations to ensure the hotel's competitive position and profit maximizing production 9. with sales promotion progra

54、ms and activities involve and prepare sales and marketing annual budget 10. maintain good relationships with administration assistant manager and present as representative when participating in industry exhibition 11. give management team suggestions about salestraining requirements and to assist th

55、e administrative assistant manager to to develop appropriate training programs for stuffs development 12. prepare monthly activities and the results report to the administration assistant manager, including sales results, market share, market forecasts and competitive activity 13. always know the situation of competitors 14. when the administration assistant manager is not in the office, attend the department manager meetings, recall sales results,