销售部宴会跟进处理手册（英文版）.doc

Standard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: ContentRevisedThe event manager and the sales teams are experienced professionals who are the one point of contact, for the meeting organizers and meeting facilitators, through the Event Handling Program. The event manager manages all stages of the Event Handling Program to ensure the satisfaction of the guests.1. Event handling process1.1 Pre-event1.2 During event1.3 Post event2. Event Cycle3. 2 Hours Response:2.1 Telephone,2.2 Fax2.3 Walk In2.4 E-mail4. Handling Enquiries3.1 Enquiries by Telephone3.2 Enquiries by Walk-in Guest3.3 Handling Inquires- Off-hour of Office3.4 Hotel inspection5. Lead Handling4.1 Lead handling and closure4.2 Event planning and follow up6. Banquet Reservation Logbook7. Meeting details arrangement 7.1 Group room arrangement7.2 Meeting space arrangement8. Contract signing9. Event group meeting/banqueting confirmation and event order10. Event Group Room Booking Procedure11. Meeting check outPrepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Event Handling ProcedureRevisedWhy to do: A detailed and secured event planning pre-event, during event and after event is the way to show our professional and for the future business follow up.How to do:1. PRE-EVENT1.1. Follows up lead within 2-Hour response time1.2. The Director of Sales, ensures that all leads are responded to within 2 hours1.3. In order to respond effectively to all quotes within 2 hours, the required role will use the Quote Template, confirming date, space and rates and meetings day package1.4. The assigned role follows up with the client within 24 hours to secure the business. Once secured, the assigned role issues the contract and secures the deposit1.5. The event manager and sales team handles all aspect of pre-event planning, workings with relevant internal departments to ensure all client requests are satisfactorily responded to.1.6. The Sales Teams member is to run through the Pre Check List at least one hour prior to the arrival of the group organizer and his/her delegates. All equipment must be tested and in working order.2. DURING EVENT2.1. Oversees Meeting Check-In2.2. Ensures acknowledgement of VIP delegates2.3. Meets and greets organizer / facilitator and introduces Banquet Operations2.4. On the first day of the meeting, the event manager meets with the organizer and/or facilitator, confirms details of the running order of the day2.5. Daily Meetings Debrief with organizers/facilitator2.6. At a time convenient for the organizer/facilitator, the event manager holds a Daily Meetings Debrief with the organizer / facilitator, getting feedback on all details of the day2.7. If any changes have been requested by the organizer/facilitator, the event manager ensures that actions are taken to rectify any issues. All additional requests are to be met.2.8. The event manager oversees the Instant Meeting checkout to ensure all is happening smoothly. The event manager also ensures that concierge services are offered pre-departure2.9. On the last day, the event manager has a final Daily Meetings Debrief with the facilitator. The event manager asks the facilitator for feedback, and presents the facilitator with a gift* if appropriate2.10. If appropriate, and agreed in the initial enquiry, a copy of the Invoice should be handed over to the facilitator before departure3. POST EVENT3.1. Consolidation of accounts3.2. Sends out gift, questionnaire and thank you letter to booker, seven working days after event.3.3. The event manager forwards feedback to the Sales department for follow-up for future business. Feedback is also shared with all relevant departmentsPrepare By： Director of Sales & Marketing Approve By：General Manager Standard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Event CycleRevisedWhy to do: A detailed and secured event planning pre-event, during event and after event is the way to show our professional and for the future business follow up.How to do:Event Handling ProcedureAcknowledgmentOf Lead andConfirmationOf AvailabilityPlan of Proposal /Quote Using Quote TemplateSecure business / Follow Up CallInternal Briefing and planning of EventRuns Sheets MeetingsMeets/ Greets on Day of Event, Introduces Banquet Operations on DayConsolidates AccountsSends out account Within 4 working days after eventOverseasDelegatesCheck-in &VIPAcknowledgementDaily pre and post meetings debrief with organizer/facilitatorSends out questionnaireAnd gift to booker7 working days after event.Action to ensure complete SatisfactionEnsures concierge and meetings check out service are offered pre-departureFinal debrief meting with facilitator. Agrees account and presents gift with questionnaire Follows Up Lead Within 2 Hours Response TimeTelephone call Is made to follow Up on any leads for future businessPre-EventDuring EventPost-EventPrepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: 2 Hours response:RevisedWhy to do: In order to response the inquire ASAP, when we received the inquire, The 2-Hour response from the hotel must be directed to the person(s) that made the original inquiry unless otherwise indicated.How to do:1. The 2-Hour response should indicate that the hotel has received the inquiry.1.1 It must indicate dates, rates and space.1.2 It should state that sales of the hotel would like to further discuss, with the client, the desired meeting details.2. The 2-Hour response guarantee applies to all verbal and written meeting inquiries delivered to the hotel by the following means:1.3 Telephone,1.4 Fax,1.5 Walk In1.6 E-mailPrepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Handling Inquires- Inquiries by TelephoneRevisedWhy to do: To ensure that all telephone calls to the Event Sales Department are answered uniformly and correctly, projecting a professional and efficient image.How to do:1. All telephone calls should be answered with the following standard phrases:“Good Morning/Afternoon/Evening = Greeting Phrase“Event Sales Office = Advise of Location“May I help you?”= Assistance Phrase2. All clients should be addressed as Sir or Madame. If the clients name is known, it should be used.3. Should it be necessary to ask a client to hold, the standard phrase should be: One moment please, Sir/Madame .Do not keep clients waiting for unreasonable periods, offer call back if necessary.4. If the guest enquiries for a possible banquet function, take note for the followings:4.1 Name of guest/company4.2 Address, phone and fax number4.3 Number of guests attending4.4 Date/day and time of function4.5 Availability of space (Banquet Rooms)4.6 Menu price and beverage5. To assure him/her that the request will be handled swiftly by assuring a follow up letter will be forwarded as soon as possible6. When ending a telephone conversation with a client, the standard phrase should be: Thank you for calling, Mr./Ms. (Using the clients name)Prepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Handling Inquires- Inquiries by walk-in guestRevisedWhy to do: In order to give the walk in guest deep impression about hotel and effective introduction, the available Sales Manager / Catering Sales Executive is going to meet the guest at the Lobby Lounge. The Sales Manager / Catering Sales Executive to meet the guest within 10 minutes after he/she has been informed. Relevant information such as basic sales kits to be brought along for guests easy reference.How to do:1 Banquet Coordinator, event manager & sales manager to attend to the guests needs by taking note of the followings:1.1 Name of guest / company1.2 Address1.3 Telephone number1.4 Number of guests attending1.5 Menu price and beverage1.6 Date, day and time of function1.7 To check on availability of space (Banquet room)1.8 Tour the banquet room with guest and describing the function set - up.1.9 To assure him/ her that this request will be handled swiftly by assuring that a follow-up letter will be forwarded as soon as possible.2 Hotel inspection toolkitIn order to be fully introduced by banquet coordinator/event sales/sales, the relevant supports will be with banquet coordinator/event sales/sales during guest visit. 1.1 Sales name card1.2 Sales kit1.3 Chinese style/western style/wedding package menu1.4 Fitness Centre introduction1.5 Banquet informationPrepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Handling Inquires- Off-hour of OfficeRevisedWhy to do: All inquiries must be handled in time during public holiday, weekend or off-hour of officeHow to do:1 Incoming faxAfter office hours, receipt of all faxes to be acknowledged on the following working day. During public holidays, Sales Manager on-duty should acknowledge receipt of fax or reply to the fax within the same day.2 TelephoneIn absence of any Sales, Meeting Services and Catering staff, Telephone Operator to inform the caller that the office is closed and calls will be connected to Guest Relations Officer/Assistant Manager who will be able to provide basic information. In case caller requires more detailed information, Guest Relations Officer/Assistant Manager will take down details of the enquiry according to checklist: Company name Name of the caller Contact telephone and fax number Requirement (room, function, restaurant, others) Date and time of expected booking Guest Relations Officer/ Assistant Manager to inform the caller that a Sales Manager will be in touch with him/her on the following working day.The message and checklist to be given to Director of Sales or Director of Marketing to follow-up as soon as office hours resume. Lead to be passed to relevant Sales Manager / Catering Sales Executive.Sales Managers / Catering Sales Executive to study the basic information such as companys profile if available, information on the checklist obtained by Guest Relations Officer/Assistant Manager and check guest/function rooms availability before returning call to client.3 Walk-inSales/Catering and Meeting Services to assign Manager on-duty for public holidays. They should handle all walk-in and telephone inquiries.When all Managers On-duty from Sales / Catering are off duty, Guest Relations Officers or Assistant Manager to handle all walk-in inquiries. They must be familiar with the property and be properly trained to conduct hotel inspections. They must be supplied with the basic sales information such as:l Sales kits, menu, package information, floor planSales Managers / Catering Sales Executive to follow-up with all walk-in inquiries handled by GRO or Assistant Manager on the following working day.4 The 2-Hour response should indicate that the hotel has received the inquiry.4.1 It must indicate dates, rates and space.4.2 It should state that sales of the hotel would like to further discuss, with the client, the desired meeting details.Prepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Hotel inspectionRevisedWhy to do: Sales call is not only one way to introduce the hotel to clients, visit them to come to the hotel, introduce them good impression and service.How to do:1 Make a reservation1.1 Check the availability of banquet space, avoid busy period.1.2 Choose convenient time for both your client and you.2 Preparation1.3 Prepare all promotion materials, name card and sales kits etc1.4 Check the places you want your client to visit in advance1.5 Notice AM and related department in advance.3 Inspection1.6 Waiting guest in the hotel lobby with all related sales tools1.7 Introduce the route first and ask for your clients comment, you might change your route according to client prefer.1.8 Introduce the hotel facilities, business hour, hotel product advantage and your sales strategies1.9 Give the sales kit to your client1.10 Check the availability of banquet space, avoid busy period.1.11 Take a proper record of the comment and feed back from the client1.12 If they would like to sign the contract, sign with them immediately4 Fareware1.13 Fareware them and ask them if they has further requirement1.14 Walk out with client to hotel main entrance.Prepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Lead HandlingRevisedWhy to do: Sales call is not only one way to introduce the hotel to clients, visit them to come to the hotel, let them has deep impression about hotel good service and elegant dcor.How to do:1 Lead handling and closure1.1 Under the direction of the Director of Sales and Marketing must ensure all meetings inquiries are handled within Event Handling Procedures and always meet 2-hour turnaround standard.1.2 Be informed on sales leads and business quoted to ensure business is maximized. At all times, understand the clients needs whilst optimizing hotel revenue through strategic yield management and upselling of hotel facilities or service.2 Event planning and follow up2.1 Ensure that all client requirements have been confirmed and that these details are accurately and thoroughly communicated to the hotel operation in a timely manner.2.2 Act as the primary point of contact for detailed meeting/event planning, working closely with Banquet Operations, F&B management, Reservations, Rooms Division operation, Finance and external suppliers.2.3 Ensure effective and productive co-ordination and service delivery with equipment and staff suppliers.2.4 Ensure regular client contact when meetings/events are in-house and ensure all hotels operational details are executed correctly.2.5 Ensure correct and accurate billing and confirm with client upon conclusion of event.2.6 Follow up with client to obtain event feedback and identify further business opportunities.2.7 Ensure client feedback is communicated and acted upon internally and manage resolution of any issues with the client within 48 hours.Prepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue DateSubject: Banquet Reservation LogbookRevisedWhy to do: All inquires send to clients will write down the note of the details.How to do:Filling in the banquet reservation logbook according to the request from the clients.1. The main information for the reservation logbookMain informationn Function/function name, n Function date, n Contact person, n Company name, n Contact phone number, n Fax No., n Business Address Booking statusn Tentative: sent the RFP already to client and they are going to holding meeting in hotel, but not confirm yet. n Confirmed: The clients signed the contract and paid deposit already.The following items are to determine who has the priority to use the function roomn The type of meeting / No. Of guest attend- those information will helps us achieve the following purposen Maximize the usage of the function roomsn Double check whether the function space suitable for function or notn Unblocked date give the client the date they can bookn The reservation taken by first staff and the filling in datePrepare By： Director of Sales & Marketing Approve By：General ManagerStandard Operation ProcedureSuzhou Hotel Soul Sales & Marketing Department-Event SalesIndex No.PP-SM-M001PageDistribution: All Department HeadsIssue