浙江工商大学饭店管理学英文版第六章PPT课件.ppt

Chapter6 Sales Marketing 1 LearningObjectives Tounderstandthesalesandmarketingorganizationchartanditsmajorfunctions Tobefamiliarwithsomekeyconceptsregardingsalesandmarketing 2 Question Pleaselistouthotelsales marketingdepartment smajorfunctions 3 Majorpurposes 4 MajorFunctions Establishandmaintainaproductivecustomerbase Coordinatesalleffortstoobtaingroup meeting conference eventsandaccountbusiness Followuptheconventionsorfunctionsandmakecommitmentstotheservicequality Worktogetherwiththeadvertisingagenciesinthedevelopmentofallprintedmatterandpromotionalprograms Hasresponsibilityforthepublicrelationactivities 5 OrganizationChart 6 RolePlay Tomakeasalescall 7 SalesCallGuidelines AskforaspecificpersonbynamewhenenteringtheofficeAlwayspresentyournamecardtothereceptionistAlwayssay MayIpleaseseeMr M ratherthan IsMr Min ShouldthesecretaryindicateMr Misunavailable leaveyourcardandaskthatitbegiventotheparty Shouldthewaitbeprolonged askthereceptionistifitmightbemoreconvenienttoseeMr Matanothertime Whenshownintotheofficeoftheprospect shakehands makeeyecontact smilegenuinely andannounceyournameandcompanyclearly GivetheimpressionthattheonlypurposeforyourbeingintheareaistoMr M Bebrief Attheconclusionofthecall endbysayingsomethinglike IcertainlytookmoreofyourtimethanIhadpromisedtotake Thankyousomuch Mr M 8 SalesExecutiveJobDescription REPORTSTO SalesManagerINDIRECTSUBORDINATES RoomsDivisionStaffFood BeveragestaffSCOPE Tomaintainanactiveandproductivecustomerbaseorsetofaccounts withtheaimofachievingrevenueandoccupancyinaccordancetotheHotel sBusinessPlan ToalsoworkwiththeSalesManagertoprovidesolutionstosaleschallenges maintainpropersalesadministration andpromoteapositiveimageoftheHotelinordertocreateprofitableopportunitiesforinternalaswellasexternalcustomers Inaddition workwithHolidayInnWorldwideofficesandotherappointedsalesagentsintheinterestoftheHotel andensureahighlevelofproductawareness 9 SalesStaffpersonality Forceful能说会道Extroverted性格外向SuccessOriented努力进取Self assured充满自信 10 CaseStudy 杭州某四星级饭店中餐厅原以本地菜系为主 生意平常 只是略有赢利 连续四年没有完成部门预算 饭店管理层经研究后 决定重新装修中餐厅 重新聘用了厨师长和餐厅经理 并推出了以鱼翅 鲍鱼为主的粤菜菜系 但是开业一月以来 餐厅的生意与装修前相比更差 中餐厅的经营陷入困境 问题 请提出相应的营销对策 帮助中餐厅走出经营困境 11 KeyConcepts Account客户SalesCall销售拜访Up sell促销PressRelease新闻发布 12 Keyconcept Brochure宣传小册子Flyer宣传单News Letter通讯Tentcard台卡Logo标志FactSheet酒店简介SalesKit营销套册 13 ReviewQuestions Pleasedescribethemajorfunctionsofhotelsalesandmarketingdepartment Whatisth