某星级酒店销售部新员工入职培训手册.doc

新员工入职培训手册 Sales Marketing Department TABLE OF CONTENTS Part 1 ?Welcome Letter From Director of Sales ?Hotel Inspection ?Wuhan Sunrise Hotel Management Company Introduction ?Departmental Organization Chart ? Room Type Rate Structure Part 2 ? Job description Manager Of SM Super Sales Manager Sales Manager Assistant Of Sales Part 3 ? Standard Operating Procedures Task: Answering the telephone-guest 任务：接听电话 Task: Commercial Etiquette 任务：商务礼仪 Task: Sales Calls 任务：销售拜访 Task: Telephone Marketing 任务：电话销售 Task: Long Stay Guest Marketing 任务：长包房销售 Task: Entertainment任务：宴请招待 Task: Standard Business Letters任务：业务信函 Task: Hotel Introduceing任务：现场介绍酒店 Task: Conference Group Marketing任务：会议销售业务 Task: Restaurant/Room Booking任务：餐厅/客房预订 Task: Group Booking任务：团队预订 Task: Booking Confirmation任务：预订合同 Task: Conference Group Handling任务：会议接待 Task: Trip Group Handling任务：旅行团队接待 Task: Government Group Handling任务：政府团队接待 Task: Credit Procedures任务：客户信用要求 Task: Room Free Promotion Application任务：升级房申请 Task: Communication Meeting Befor VIP Group Arrival：大型会议会前及会后沟通会 Task: Wedding Banquet Handling任务：婚宴接待 Task: VIP Handling Application任务：VIP接待申请 Task: Sales Contract Management任务：销售合同管理 Task: Booking Forms Management任务：预定单管理 Task: Daily Sales Briefing任务：销售例会 Task: Hotel Service Standard任务：酒店服务标准 Task: Sales Office Administration任务：办公室管理制度 Task: Sales Skills-Initial Sales Call任务：销售技巧之第一次拜访客户 Task: Handling Complaints任务：处理客人投诉 Task: Common Mistake Of Sales任务：销售人员常犯的错误 Part 4 ?Training Checking Form Part 5 ?Acknowledge Letter From Employee Dear team member, Firstly, a very warm welcome to the YUXIUSHANFANG Hotel as part of SM Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in SM Depart