酒店《回复咨询》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task 任务： Public inquiry回复咨询Code序号： OH-SM-MC-D103Objectives 目的： At the end of this session, each trainee will be able to release relative information regarding hotel professionally and accurately.课程结束后，每个学员都能够专业并正确地发布饭店的消息。Standard 标准： 1.The Marketing Com

2、munications Department will release official statements and announcements on Brand, Corporate and the Hotel to the media, press and the general public.公关部将负责对媒体、 报界及公众发布有关饭店、 品牌和集团方面的声明和消息。2. Releases will be issued at the right time, to the right target audience, with the right contents by using th

3、e most effective and efficient means.公关部的正式声明将以最高效迅速的方式在合适的时间发布给正确的目标受众。3. All release of official statement will be subject to prior approval of General Manager.所有的正式的信息发布必须事先获得总经理的批准。Resources培训器材： White board with mark pen白板、马克笔MethodTraining StepsTime培训方式培训步骤时间Introduction- The Marketing Communi

4、cations Department will10MinutesLecturerelease official statements and announcements on10 分钟介绍Brand, Corporate and the Hotel to the media, press讲座式and the general public.公关部将负责对媒体、报界及公众发布有关饭店、品牌和集团方面的声明和消息。Note: If the MarketingCommunicationsManager is notavailable orin his/her absence, the Director

5、of Sales & Marketing will be fully responsible for it.注意： 如果公关部经理不在，则由市场销售总监完成。Question anddiscussion提问并分组讨论Explain answer onwhite board用白板写出答案并解释- Upon receiving an inquiry, the Marketing20MinutesCommunications Manager will find out:20 分钟1.The identity of the inquisitor2.Purpose of the inquiry3.Con

6、tact info of the inquisitor接到问询时，公关部经理需要了解：1.问询者的身份2.问询的目的3.问询者的联系方式-Askquestion:what kindofinquirycan MCmanager answer-提问公关部经理应回答什么样的问询。1.All inquires from the general public seeking for30Minutesinformationor an officialstatement, on Brand,30 分钟Corporate or the Hotel.凡是来自公众方面寻求饭店信息或关于品牌、集团和饭店方面的正式声

7、明的问询。2. All inquiries received from the media and press seeking an answer or a statement about the Brand, Corporate, the Hotel or a specific issue/information of a confidentiality nature or that is not published in the hotel collateral.所有来自媒体和报界方面问询有关品牌、集团及饭店的问题、或是饭店宣传品上没有提供的机密的专门话题或信息。- The Marketi

8、ng Communications Manager and the Director of Sales & Marketing will use their best initiation and discretion to entertain such inquiresprofessionally and promptly.公关部经理和市场销售总监将积极主动地以专业的方式迅速地回答这类问询。- If necessary, the General Manager will be briefed and consulted before an official response is madeby the Hotel