深圳东方银座美爵酒店市场销售部制度与程序.doc

目 录 indexpart a 第一部分 部门职能和组织架构part a section 1 department functions and organizational structurea.1 部门职能department functionspart b 第二部分 岗位职责part a section 2 duty positionsb.1 行政助理经理（executive assistant manager）b.2 市场销售部总监(dosm)b.3 市场资讯经理(pr manager)b.4 公关主任b.5 秘书/协调员(secretary/coordinator)b.6 高级销售经理(senior sales manager)b.7 销售经理/客户经理(sales manager/account manager)part c 第三部分 部门行政管理c.1 部门会议c.1 department meetingsc.2 分部例会c.2 division regularc.3 报告c.3 reportc.4 市场营销计划（每年制定一次）c.4 marketing plan (annually formulate)c.5 部门年度总结报告c.5 department annual summary reportc.6 档案管理系统c.6 file management systemc.7 房价审批权管理规定c.7 prices right of approval regulationsc.8 公关接待工作管理制度c.8 pr reception job management systemc.9 销售人员外事纪律规定c.9 sales staff disciplinary provisions of the foreign affairsc.10 与新闻媒体接触的管理规定c.10 contacts with the media management regulationsc.11 市场销售部日常管理制度c.11 s&m day-to-day management systemc.12 散客接待工作程序c.12 individual reception proceduresc.13 团队接待工作程序c.13 working procedures of the group receptionc.14 vip接待工作程序c.14 vip reception proceduresc.15 长住客订房操作程序c.15 chief guest booking proceduresc.16 与旅行社函件来往和签定合同程序c.16 correspondence with the travel agencies and to contract proceduresc.17 大型活动操作程序c.17 large-scale operational activityc.18 免费房操作程序c.18 complimentary room proceduresc.19 客房升级操作程序c.19 room upgrade proceduresc.20 宴请招待操作程序c.20 dinner reception proceduresc.21 客人参观洒店程序c.21 hotel visit proceduresc.22 各类商务合约及常用表格格式part d 第四部分 仪容仪表及个人卫生part d section 4 instrument appearance and personal hygiened.1 仪容仪表及个人卫生d.1 instrumentation grooming and personal hygiened.2 个人仪表标准d.2 personal instrument standardsd.3 个人卫生标准d.3 hygiene standards编码.: sm/0001日期: 2007年2月28日目录码:a.1发放部门:市场销售部更新后的编码:主题: 部门职能和组织架构part a 第一部分 部门职能和组织架构part a section 1 department functions and organizational structurea.1 部门职能department functions市场销售部集销售与公关于一体，是酒店连接市场、对外建立商业关系以及扩大营销的纽带；是同社会各界、传播媒体建立和保持良好关系的桥梁；是了解客源市场和竞争信息的耳目；是总经理制定营销决策的参谋智囊。市场销售部需与前厅部、管家部通力合作，努力提供酒店的开房率；同时要与餐饮部配合，共同开拓会议与宴会市场。市场销售部既要组织客源，又要接待客人；既要同各部门合作，又要跟踪检查监督协调，以保证接待计划的实施和提供优质服务。越是在市场环境不景气，生意淡季，竞争激烈情况下，越要千方百计寻求赢利机会；越是市场繁荣，生意兴隆，越要居安思危，注意发现潜在危机，提出相应对策。市场销售部的主要任务是确立销售目标，制定市场营销计划；开拓客源市场，捕捉一切机会增加赢利；积极宣传酒店，推销酒店产品，提高酒店知名度；开展市场调查，提供分析预测；建立预测和销售网络；与客户保持良好的业务关系；与店内各部门沟通协作，共同完成总经理下达的营业指标。sales&marketing department combines sales and communication, is the nexus to connect the market and external commercial relations, the bridge to build and maintain 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 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 departments, 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 profitable opportunities. more market prosperity and business booming, more vigilant we should be with attention to identify potential crises and the appropriate measure.sales&marketings main task is to establish sales target, develop sales&marketing action plan; develop source markets, capture 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 all departments in the hotel to finish general managers business budget.编码.: sm/0001日期: 2007年2月28日目录码:a.2发放部门:市场销售部更新后的编码:主题: 部门职能和组织架构附后attached编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责part b 第二部分 岗位职责part a section 2 responsbilities&tasksb.1 行政助理经理（administration assistant manager）直接上司：总经理管理下属：所有销售部人员岗位职责：direct supervisor: general manager management of subordinates: all sales department staff job responsibilities:1、在总经理的领导下全面负责酒店的公关宣传、市场开发、客源组织和酒店客房、宴会、会议等的销售工作。2、根据市场状况，结合本酒店实际情况，拟定科学的市场营销计划及收入预算，报上级审批后组织实施，并定期向总经理汇报销售成果。3、掌握国内外酒店市场动态，定期分析市场特点和发展趋势；经常走访客户，征求客户意见，根据市场变化和客户需求调整营销策略，争取提高酒店平均房价和市场占有率。4、建立、巩固和扩展销售网络，密切联系国内外客户，稳定客源市场；积极参加国内外的旅游宣传和促销活动，与各地区客户建立长期的良好合作关系，不断开拓新市场、新客源。5、策划重要的营销活动，积极宣传推广酒店，搞好公共关系，树立酒店良好的社会形象，提高酒店知名度。6、协调各部门之间的关系，加强横向沟通，配合做好接待服务工作。7、建立并维持部门科学的运作方式（如销售系统、档案管理系统、沟通机制等），保证部门的高效运转。8、定期审查销售人员的业绩及活动情况报告，确保销售目标的实现。9、合理调配使用部门内部员工，调动员工的积极性，不断提高员工的工作效率和业务水平。10 组织和促进餐饮部的各种合作，以此推动餐饮的推销，包括举行各种竞赛，球赛，联欢会，媒体沟通会及冷餐会等。1. under the leadership of general manager, conduct overall responsibility for the hotels public relations and publicity, market development, source organization and the tasks of hotel rooms selling, banquets selling and conferences selling, 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.编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责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, 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 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 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 the 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 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 基本职能:在总经理和办公室规定的标准内，有效的管理好销售部门，并且确保达到预算的住客率及平均房价。basic functions: under the general manager and the office required standards, manage sales department effectively, and ensure the achievement of room occupancy budget and the average room rate.要求：1. 系统计划的技巧2. 领导技巧3. 员工表现管理编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责4. 注重员工的激励5. 注重利润和纯利润6. 看重成本7. 注重服务8. 与业主的关系9. 沟通技巧10. 人际关系和团队创建11. 敏锐的经济头脑 12. 敏锐的市场感觉 13. 销售敏锐14. 自我管理15. 改革和创新16. 领导力17. 服从18. 业务水平19. 聆听的技巧相互合作 : 1. 总经理2. 部门经理3. 销售人员4. 客户5. 社区和企业 6. 其它酒店业的销售总监目标 :通过应用市场计划和有效的管理销售队伍来完成每间房的预算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 cost 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 编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责20. listening skillsmutual cooperation: 1. general manager2. department manager 3. sales 4. customers5. communities and enterprises6. other hotel sales director基本职责1. 在销售房间数量和平均房价方面，努力达到预计的适合酒店的市场份额占领；每次的结果和影响因素应该被分析和存档，以便日后参考。2. 根据市场划分和市场计划，准备每月的目标市场份额（平均房价和销售房间数）3. 用限定的格式准备年度市场计划- 准确的明白本地市场的定位和复杂性- 根据第二点的内容制定目标- 制定达到目标的步骤- 制定广告和促销的预算，这些将会与目标和成本相连。4. 贯彻执行年度计划里的计划步骤，或根据市场情况的变化去更改。5. 加强和监督广告和促销预算6. 监督房间的建造，并在需要的时候通过完成总经理批准的销售项目（成本允许下）给予回应。7. 定期的收集客户反馈，以便保证客人对产品的需要和酒店的标准8. 推荐满足利润最大化各种方法和途径，通过制定不同的房价，销售策略或其他市场促销组合。9. 做所有市场划分的调查以便满足覆盖更多得到市场份额的需求10. 根据市场计划的需要和总经理的指示，定期的拨打外地潜在市场的销售电话。 11. 帮助和管理广告和促销效果，以确保持续性12. 管理销售功能。（包括宴会的销售）13. 根据市场计划和需求的上升参加旅游展示会，市场会议等14. 协助总经理处理公共关系15. 参加销售会议16. 负责所有销售合同的签定17. 确保市场销售部所有信件的精确，职业化及其的展示18. 负责市场销售部内部系统的记录，（如：跟综系统，丢失客户报告，每周销售报告等）同时负责所有相关的必要的跟踪记录。19. 根据固定的格式准备每月市场销售部活动报告。20. 控制和监督市场销售部的产量21. 制定精确的支出报告，并根据公司的政策每月上交,同时应尽可能保证经济性的支出.22. 管理销售员工的销售奖励项目。在做这些时，他/她应回顾所有将近的活动，设定现实的点数目标，并确保赢得的合法及所有员工报酬被适当的支付。23. 在用人及选人的时候与人力资源部合作24. 确保所有从销售部发给其它部门的信息的准确性，及时性和完整性，并且确保这些部门有足够的信息，以便完成销售部给客人的承诺服务。编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责25. 确保所有的销售员工对工作分派的理解和监督活动的和谐一致，以保证达到预先安排的工作量26. 确保销售经理根据工作描述去拜访客户27. 做销售员工表现评估，如果必要的话给予建议-员工调动/转移/提升28. 至少每月组织一次销售信息会议，以便员工可以更新他们的消息，战略等。并且可以听员工的反馈信息29. 准备并执行销售员培训计划，通过使用参与销售电话的方式确保培训的参与性，并对每一个电话提供建议30. 负责对新员工作酒店环境的介绍（定期参与新员工入职会议），并鼓励新员工参与到销售中。31. 根据排班履行值班经理的职责完成总经理交给的其他任务basic responsibility1. achieve fit market share of hotel occupation regarding to the sales quantity 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 limited 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. 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) 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. investigate into all market segments in order to meet the needs of covering more market share.编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责10. in accordance with market planning needs and general managers instructions, make periodic telemarketing to nonlocal potential market. 11. assist 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 relations.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 sales 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 same 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 the 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 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 assessment for sales staff, if necessary to give advice - staff mobility / transfer / promote编码.: sm/0001日期: 2007年2月28日目录码:b.1发放部门:市场销售部更新后的编码:主题: 岗位职责28. oranize sales meeting monthly to ensure the sales could update their information and strategies and get the staff feedback. 29. preparation and implementation 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 encourage 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.编码.: sm/0001日期: 2007年2月28日目录码:b.2发放部门:市场销售部更新后的编码:主题: 岗位职责b.2 市场销售部总监(dosm)直接上司：行政助理经理直接下属：市场销售部总监 公关经理岗位职责：direct supervisor: administration assistant manager direct subordinates: director of marketing communications managerjob responsibilities:工作范围 : 以高效率的工作协助行政助理经理，在强调节约成本的基础上让业务达到最大限度发展和现有客源的巩固。协助行政助理经理完成东方银座美爵酒店的市场计划及相关的市场销售活动 scope of work: high efficiently assist the administration assistant manager, 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基本职责 1. 给行政助理经理提建议以确保东方银座美爵酒店市场销售项目的发展和完成2. 预测市场需要并管理销售办公室以确保有效运作3. 寻求市场划分中的最大份额4. 给主要客户打销售电话5. 通过计划、引导和培训销售部员工以达到东方银座美爵酒店对住客率、平均房价和利润的要求6. 在行政助理经理休息时，要代替他监督和执行销售部的制度、程序和其它项目7. 计划并努力覆盖深圳市及以外的市场8. 参加管理回顾，并给出建议以确保酒店的竞争地位和利润生产最大化9. 配合销售部的促销计划和活动参与准备市场销售办公室的年度预算10. 和行政助理经理保持良好的关系并作为代表参加行业展览11. 给管理层提供关于销售员培训需求的建议并协助行政助理经理给员工发展制定适当的培训计划12. 准备活动和结果的每月报告给行政助理经理，包括销售结果，市场占有，市场预测和竞争活动13. 时刻了解竞争对手的情况14. 当行政助理经理不在时参加部门经理会议，回顾销售结果，并确保和各部门有好的合作15. 协助建立一个有效的团队，并关注他们的福利、安全和发展16. 根据企业公司的要求回应部门功能的任何变化17. 保证完成如下：编码.: sm/0001日期: 2007年2月28日目录码:b.2发放部门:市场销售部更新后的编码:主题: 岗位职责 销售拜访-平均每周4个 电话销售平均每周10个18. 完成管理层交给的其它任务basic duty 1. give suggestions 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 market 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 implementation 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 hotels competitive position and profit maximizing production 9. with sales promotion programs 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 the 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 resu