酒店市场销售部培训--回复咨询..docVIP

酒店市场销售部培训--回复咨询 Task 任务：Public inquiry 回复咨询 Code 序号：OH-SM-MC-D103 Objectives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 Communications 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。Releases will be issued at the right time, to the right target audience, with the right contents by using the 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。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 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction Lecture 介绍 讲座式 The Marketing Communications 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。he Marketing Communications Manager is not available or in his/her absence, the Director 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。 10Minutes 10分钟 Question and discussion 提问并分组讨论 Upon receiving an inquiry, the Marketing Communications Manager will find out: The identity of the inquisitor Purpose of the inquiry Contact info of the inquisitor 接到问询时，公关部经理需要了解： 问询者的身份 问询的目的 问询者的联系方式 20Minutes 20分钟 Explain answer on white board 用白板写出答案并解释 All inquires from the general public seeking for information or an official statement, on Brand, 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明的问询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