xxx酒店质量管理体系文件——营销部作业文件.pdf

xxx 酒店质量管理体系文件 TY/ZY-8A-2007 营销部作业文件 2007 年 01 月 01 日发布 2007 年 01 月 01 日实施 xxxx 酒店 发布 目 录 一、术语和定义： 本作业没有特殊的术语和定义。 二、作业流程： 2.1 办公室对客文件处理作业流程 ································································1 2.2 信息收集作业流程 ····················································································2 2.3 市场分析作业流程 ····················································································3 2.4 客户资料收集作业流程 ············································································4 2.5 客户档案查询作业流程 ············································································4 2.6 协议签订作业流程 ····················································································5 2.7IC 卡办理作业流程 ····················································································6 2.8 上门拜访作业流程 ····················································································7 2.9 电话拜访作业流程····················································································8 2.10 带客参观作业流程 ··················································································9 2.11 预定作业流程 ························································································10 2.12 预定更改作业流程 ················································································11 2.13 定单发放作业流程 ················································································12 2.14 客人抵店前检查作业流程 ····································································13 2.15 散客接待作业流程 ················································································14 2.16 商务客人接待作业流程 ·················································