東方銀座美爵酒店市場銷售部制度與程序

編寫：市場銷售部審核：行政助理經(jīng)理日期：批準(zhǔn)：總經(jīng)理日期：編寫：市場銷售部審核：行政助理經(jīng)理日期：批準(zhǔn)：總經(jīng)理日期：目錄INDEXTOC\o"1-2"\n\h\zPARTA第一部分部門職能和組織架構(gòu)PARTASection1DepartmentFunctionsandOrganizationalStructureA.1部門職能DepartmentfunctionsPARTB第二部分崗位職責(zé)PARTASection2DutypositionsB.1行政助理經(jīng)理（ExecutiveAssistantManager）B.2市場銷售部總監(jiān)(DOSM)B.3市場資訊經(jīng)理(PRManager)B.4公關(guān)主任B.5秘書/協(xié)調(diào)員(Secretary/Coordinator)B.6高級(jí)銷售經(jīng)理(SeniorSalesManager)B.7銷售經(jīng)理/客戶經(jīng)理(SalesManager/AccountManager)PARTC第三部分部門行政管理C.1部門會(huì)議C.1DepartmentmeetingsC.2分部例會(huì)C.2DivisionregularC.3報(bào)告C.3reportC.4市場營銷計(jì)劃（每年制定一次）C.4marketingplan(annuallyformulate)C.5部門年度總結(jié)報(bào)告C.5DepartmentannualsummaryreportC.6檔案管理系統(tǒng)C.6FileManagementSystemC.7房價(jià)審批權(quán)管理規(guī)定C.7pricesrightofapprovalregulationsC.8公關(guān)接待工作管理制度C.8PRreceptionjobmanagementsystemC.9銷售人員外事紀(jì)律規(guī)定C.9salesstaffdisciplinaryprovisionsoftheForeignAffairsC.10與新聞媒體接觸的管理規(guī)定C.10contactswiththemediamanagementregulationsC.11市場銷售部日常管理制度C.11S&Mday-to-daymanagementsystemC.12散客接待工作程序C.12individualreceptionproceduresC.13團(tuán)隊(duì)接待工作程序C.13WorkingproceduresofthegroupreceptionC.14VIP接待工作程序C.14VIPreceptionproceduresC.15長住客訂房操作程序C.15chiefguestbookingproceduresC.16與旅行社函件來往和簽定合同程序C.16correspondencewiththetravelagenciesandtocontractproceduresC.17大型活動(dòng)操作程序C.17Large-scaleoperationalactivityC.18免費(fèi)房操作程序C.18ComplimentaryroomproceduresC.19客房升級(jí)操作程序C.19roomupgradeproceduresC.20宴請(qǐng)招待操作程序C.20dinnerreceptionproceduresC.21客人參觀灑店程序C.21HotelvisitproceduresC.22各類商務(wù)合約及常用表格格式PARTD第四部分儀容儀表及個(gè)人衛(wèi)生PARTDSection4instrumentappearanceandpersonalhygieneD.1儀容儀表及個(gè)人衛(wèi)生D.1InstrumentationgroomingandpersonalhygieneD.2個(gè)人儀表標(biāo)準(zhǔn)D.2personalinstrumentstandardsD.3個(gè)人衛(wèi)生標(biāo)準(zhǔn)D.3hygienestandards編碼.:SM/0001日期:2007年2月28日目錄碼:A.1發(fā)放部門:市場銷售部更新后的編碼:主題:部門職能和組織架構(gòu) PARTA第一部分部門職能和組織架構(gòu)PARTASection1DepartmentfunctionsandorganizationalstructureA.1部門職能DepartmentFunctions市場銷售部集銷售與公關(guān)于一體，是酒店連接市場、對(duì)外建立商業(yè)關(guān)系以及擴(kuò)大營銷的紐帶；是同社會(huì)各界、傳播媒體建立和保持良好關(guān)系的橋梁；是了解客源市場和競爭信息的耳目；是總經(jīng)理制定營銷決策的參謀智囊。市場銷售部需與前廳部、管家部通力合作，努力提供酒店的開房率；同時(shí)要與餐飲部配合，共同開拓會(huì)議與宴會(huì)市場。市場銷售部既要組織客源，又要接待客人；既要同各部門合作，又要跟蹤檢查監(jiān)督協(xié)調(diào)，以保證接待計(jì)劃的實(shí)施和提供優(yōu)質(zhì)服務(wù)。越是在市場環(huán)境不景氣，生意淡季，競爭激烈情況下，越要千方百計(jì)尋求贏利機(jī)會(huì)；越是市場繁榮，生意興隆，越要居安思危，注意發(fā)現(xiàn)潛在危機(jī)，提出相應(yīng)對(duì)策。市場銷售部的主要任務(wù)是確立銷售目標(biāo)，制定市場營銷計(jì)劃；開拓客源市場，捕捉一切機(jī)會(huì)增加贏利；積極宣傳酒店，推銷酒店產(chǎn)品，提高酒店知名度；開展市場調(diào)查，提供分析預(yù)測；建立預(yù)測和銷售網(wǎng)絡(luò)；與客戶保持良好的業(yè)務(wù)關(guān)系；與店內(nèi)各部門溝通協(xié)作，共同完成總經(jīng)理下達(dá)的營業(yè)指標(biāo)。Sales&Marketingdepartmentcombinessalesandcommunication,isthenexustoconnectthemarketandexternalcommercialrelations,thebridgetobuildandmaintaingoodrelationswithallsectorsofsocietyandthemedia,thesourceofknowingtheoriginmarketandcompetitiveinformationandthebrainpowertogeneralmanagerwhenmakingmarketdecision.Sales&MarketingneedstocooperatewiththeFrontOfficeandtheHouseKeepingtocontributetohotelroomoccupancy.MeanwhiletheSales&MarketingneedstocoordinatewiththeFoodandBeveragetoDepartmenttodevelopconferenceandbanquetmarket.Sales&Marketingnotonlyorganizeoriginmarket,butalsoreceivetheguests.Sales&Marketingnotonlyneedtocooperatewithalldepartments,butalsoneedtodothefollow-up,check-up,supervisionandcoordinationinordertoensuretheimplementationofthereceptionplanandofferqualityservice.Downturninthemarketenvironmentwithmorebusinessoff-seasonandcompetitivecircumstances,themoreweshouldtoseekprofitableopportunities.Moremarketprosperityandbusinessbooming,morevigilantweshouldbewithattentiontoidentifypotentialcrisesandtheappropriatemeasure.Sales&Marketing'smaintaskistoestablishsalestarget,developsales&marketingactionplan;developsourcemarkets,captureeveryopportunitytoincreaseprofit;activelypromotethehotel,sellinghotelproducts,improvehotel’svisibility;carryoutmarketresearch,provideanalysisandforecasting;setuppredictionandsalesnetwork;maintainagoodbusinessrelationshipwiththeclient;communicateandcooperatealldepartmentsinthehoteltofinishgeneralmanager’sbusinessbudget.編碼.:SM/0001日期:2007年2月28日目錄碼:A.2發(fā)放部門:市場銷售部更新后的編碼:主題:部門職能和組織架構(gòu)附后Attached編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)PARTB第二部分崗位職責(zé)PARTASection2Responsbilities&TasksB.1行政助理經(jīng)理（AdministrationAssistantManager）直接上司：總經(jīng)理管理下屬：所有銷售部人員崗位職責(zé)：DirectSupervisor:GeneralManager

ManagementofSubordinates:Allsalesdepartmentstaff

Jobresponsibilities:1、在總經(jīng)理的領(lǐng)導(dǎo)下全面負(fù)責(zé)酒店的公關(guān)宣傳、市場開發(fā)、客源組織和酒店客房、宴會(huì)、會(huì)議等的銷售工作。2、根據(jù)市場狀況，結(jié)合本酒店實(shí)際情況，擬定科學(xué)的市場營銷計(jì)劃及收入預(yù)算，報(bào)上級(jí)審批后組織實(shí)施，并定期向總經(jīng)理匯報(bào)銷售成果。3、掌握國內(nèi)外酒店市場動(dòng)態(tài)，定期分析市場特點(diǎn)和發(fā)展趨勢；經(jīng)常走訪客戶，征求客戶意見，根據(jù)市場變化和客戶需求調(diào)整營銷策略，爭取提高酒店平均房價(jià)和市場占有率。4、建立、鞏固和擴(kuò)展銷售網(wǎng)絡(luò)，密切聯(lián)系國內(nèi)外客戶，穩(wěn)定客源市場；積極參加國內(nèi)外的旅游宣傳和促銷活動(dòng)，與各地區(qū)客戶建立長期的良好合作關(guān)系，不斷開拓新市場、新客源。5、策劃重要的營銷活動(dòng)，積極宣傳推廣酒店，搞好公共關(guān)系，樹立酒店良好的社會(huì)形象，提高酒店知名度。6、協(xié)調(diào)各部門之間的關(guān)系，加強(qiáng)橫向溝通，配合做好接待服務(wù)工作。7、建立并維持部門科學(xué)的運(yùn)作方式（如銷售系統(tǒng)、檔案管理系統(tǒng)、溝通機(jī)制等），保證部門的高效運(yùn)轉(zhuǎn)。8、定期審查銷售人員的業(yè)績及活動(dòng)情況報(bào)告，確保銷售目標(biāo)的實(shí)現(xiàn)。9、合理調(diào)配使用部門內(nèi)部員工，調(diào)動(dòng)員工的積極性，不斷提高員工的工作效率和業(yè)務(wù)水平。10組織和促進(jìn)餐飲部的各種合作，以此推動(dòng)餐飲的推銷，包括舉行各種競賽，球賽，聯(lián)歡會(huì)，媒體溝通會(huì)及冷餐會(huì)等。1.UndertheleadershipofGeneralManager,conductoverallresponsibilityforthehotel'spublicrelationsandpublicity,marketdevelopment,sourceorganizationandthetasksofhotelroomsselling,banquetssellingandconferencesselling,etc.

2.Accordingtomarketsituationandhotel’sactualsituation,createascientificsales&marketingactionplansandrevenuebudget,andthenorganizeandimplementafterapplyingtoupperforapproval.Theresulteshouldbereportedtothegeneralmanagerregularly.編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)3.Mastermarketdynamicsofbothdomesticandinternationalhotel,analyseregularlymarketcharacteristicsanddevelopmenttrends;visitedclientsandunderstandtheviewsofcustomers,adjustmarketingstrategyaccordingtomarketchangesandcustomerdemand,andimprovehotelaverageroomratesandmarketshare.

4.Setup,consolidateandexpandthesalesnetwork,closelycontactcustomerathomeandabroad,stablilizesourcemarkets;activelytakepartindomesticandinternationaltourismpublicityandpromotionactivities,establishlong-termgoodcooperationrelationshipwithregionalclients,andconstantlyexplorenewmarketsandnewclientssource.

5.Planimportantmarketingactivity,activelypromotethehotel,establishgoodpublicrelations,establishagoodsocialimageforthehotelandincreasehotel’svisibility.

6.Coordinatetherelationshipbetweenvariousdepartmentstostrengthenthehorizontalcommunication,anddogoodreceptionservices.

7.Setupandmaintaindepartment’sscientificoperationmethods(suchassalessystems,filemanagementsystems,communicationmechanisms,etc.)toensuretheefficientoperationofthedepartment.

8.Reviewsalesperformanceandactivityreportsregularlytoensureachievesalesgoals.

9.Reasonablyallocatetheinternalstaff,mobilizetheenthusiasmofemployees,andcontinuouslyimprovestheefficiencyandoperationallevelofthestaffs.

10.OrganizeanddevelopcooperationwithF&B,asameansofpromotingfoodandbeverage,includingholdingavarietyofcompetitions,footballmatches,parties,mediacommunication,buffetdinnerect基本職能:在總經(jīng)理和辦公室規(guī)定的標(biāo)準(zhǔn)內(nèi)，有效的管理好銷售部門，并且確保達(dá)到預(yù)算的住客率及平均房價(jià)。Basicfunctions:underthegeneralmanagerandtheofficerequiredstandards,managesalesdepartmenteffectively,andensuretheachievementofroomoccupancybudgetandtheaverageroomrate.要求：系統(tǒng)計(jì)劃的技巧領(lǐng)導(dǎo)技巧員工表現(xiàn)管理編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)注重員工的激勵(lì)注重利潤和純利潤看重成本注重服務(wù)與業(yè)主的關(guān)系溝通技巧人際關(guān)系和團(tuán)隊(duì)創(chuàng)建敏銳的經(jīng)濟(jì)頭腦敏銳的市場感覺銷售敏銳自我管理改革和創(chuàng)新領(lǐng)導(dǎo)力服從業(yè)務(wù)水平聆聽的技巧相互合作:1.總經(jīng)理 2.部門經(jīng)理 3.銷售人員 4.客戶 5.社區(qū)和企業(yè) 6.其它酒店業(yè)的銷售總監(jiān)目標(biāo): 通過應(yīng)用市場計(jì)劃和有效的管理銷售隊(duì)伍來完成每間房的預(yù)算Requirements:1.Systemplanningskills2.Leadershipskills3.Thestaffperformancemanagement4.Focusonstaffmotivation5.Focusonprofitandnetprofit6.Valuedcost7.Service-oriented8.Therelationshipwiththeowners9.Communicationskills10.Interpersonalskillsandteamworkcreation11.Sharpeconomicminds12.Sharpmarketsense13.Salessharp14.Self-management15.Reformandinnovation16.Leadership17.Subordinate18.Operationallevel編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)ListeningskillsMutualcooperation:1.GeneralManager2.DepartmentManager3.Sales4.Customers

5.Communitiesandenterprises

6.Otherhotelsalesdirector基本職責(zé)在銷售房間數(shù)量和平均房價(jià)方面，努力達(dá)到預(yù)計(jì)的適合酒店的市場份額占領(lǐng)；每次的結(jié)果和影響因素應(yīng)該被分析和存檔，以便日后參考。根據(jù)市場劃分和市場計(jì)劃，準(zhǔn)備每月的目標(biāo)市場份額（平均房價(jià)和銷售房間數(shù)）用限定的格式準(zhǔn)備年度市場計(jì)劃準(zhǔn)確的明白本地市場的定位和復(fù)雜性根據(jù)第二點(diǎn)的內(nèi)容制定目標(biāo)制定達(dá)到目標(biāo)的步驟制定廣告和促銷的預(yù)算，這些將會(huì)與目標(biāo)和成本相連。貫徹執(zhí)行年度計(jì)劃里的計(jì)劃步驟，或根據(jù)市場情況的變化去更改。加強(qiáng)和監(jiān)督廣告和促銷預(yù)算監(jiān)督房間的建造，并在需要的時(shí)候通過完成總經(jīng)理批準(zhǔn)的銷售項(xiàng)目（成本允許下）給予回應(yīng)。定期的收集客戶反饋，以便保證客人對(duì)產(chǎn)品的需要和酒店的標(biāo)準(zhǔn)推薦滿足利潤最大化各種方法和途徑，通過制定不同的房價(jià)，銷售策略或其他市場促銷組合。做所有市場劃分的調(diào)查以便滿足覆蓋更多得到市場份額的需求根據(jù)市場計(jì)劃的需要和總經(jīng)理的指示，定期的撥打外地潛在市場的銷售電話。幫助和管理廣告和促銷效果，以確保持續(xù)性管理銷售功能。（包括宴會(huì)的銷售）根據(jù)市場計(jì)劃和需求的上升參加旅游展示會(huì)，市場會(huì)議等協(xié)助總經(jīng)理處理公共關(guān)系參加銷售會(huì)議負(fù)責(zé)所有銷售合同的簽定確保市場銷售部所有信件的精確，職業(yè)化及其的展示負(fù)責(zé)市場銷售部內(nèi)部系統(tǒng)的記錄，（如：跟綜系統(tǒng)，丟失客戶報(bào)告，每周銷售報(bào)告等）同時(shí)負(fù)責(zé)所有相關(guān)的必要的跟蹤記錄。根據(jù)固定的格式準(zhǔn)備每月市場銷售部活動(dòng)報(bào)告?？刂坪捅O(jiān)督市場銷售部的產(chǎn)量制定精確的支出報(bào)告，并根據(jù)公司的政策每月上交,同時(shí)應(yīng)盡可能保證經(jīng)濟(jì)性的支出.管理銷售員工的銷售獎(jiǎng)勵(lì)項(xiàng)目。在做這些時(shí)，他/她應(yīng)回顧所有將近的活動(dòng)，設(shè)定現(xiàn)實(shí)的點(diǎn)數(shù)目標(biāo)，并確保贏得的合法及所有員工報(bào)酬被適當(dāng)?shù)闹Ц?。在用人及選人的時(shí)候與人力資源部合作確保所有從銷售部發(fā)給其它部門的信息的準(zhǔn)確性，及時(shí)性和完整性，并且確保這些部門有足夠的信息，以便完成銷售部給客人的承諾服務(wù)。編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)確保所有的銷售員工對(duì)工作分派的理解和監(jiān)督活動(dòng)的和諧一致，以保證達(dá)到預(yù)先安排的工作量確保銷售經(jīng)理根據(jù)工作描述去拜訪客戶做銷售員工表現(xiàn)評(píng)估，如果必要的話給予建議-員工調(diào)動(dòng)/轉(zhuǎn)移/提升至少每月組織一次銷售信息會(huì)議，以便員工可以更新他們的消息，戰(zhàn)略等。并且可以聽員工的反饋信息準(zhǔn)備并執(zhí)行銷售員培訓(xùn)計(jì)劃，通過使用參與銷售電話的方式確保培訓(xùn)的參與性，并對(duì)每一個(gè)電話提供建議負(fù)責(zé)對(duì)新員工作酒店環(huán)境的介紹（定期參與新員工入職會(huì)議），并鼓勵(lì)新員工參與到銷售中。根據(jù)排班履行值班經(jīng)理的職責(zé)完成總經(jīng)理交給的其他任務(wù)BasicResponsibility1.Achievefitmarketshareofhoteloccupationregardingtothesalesquantityandaverageroomrate.Theresultsandimpactofeachfactorshouldbeanalyzedandarchivedforfuturereference.2.Inaccordancewithmarketsegmentandmarketingplans,prepareformonthlymarketsharetarget(averageroomrateandsoldrooms).3.Preparetheannualmarketingplanwithalimitedformat

-Accurateunderstandingofthepositioningandthecomplexityofthelocalmarket

-Settargetsinaccordancewiththecontentsofthesecondpoint

-Formulatestepstoachieveagoal

-Makethebudgetofadvertisingandpromotion,whichwillbelinkedwiththeobjectivesandcosts.

4.Implementtheplanstepsofannualplan,orchangeinaccordancewithmarketsituations.

5.Strengthenandsuperviseadvertisingandpromotionbudget.

6.Supervisetheconstructionoftheroom,andrespondbyfinishingthesaleitemsandbeingapprovedbygeneralmanager(thecostunderthepermit)attherighttime.

7.Collectcustomerfeedbackregularlyinordertoensuretheguests’needsoftheproductandhotelstandards.

8.Recommendwaysandmeanswhichsatisfiedprofitmaximizationthroughthedevelopmentofdifferentroomrate,salespromotionstrategyorcombinationofothermarkets.

9.Investigateintoallmarketsegmentsinordertomeettheneedsofcoveringmoremarketshare.

編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)10.Inaccordancewithmarketplanningneedsandgeneralmanager’sinstructions,makeperiodictelemarketingtononlocalpotentialmarket.

11.Assistandmanagetheeffectofadvertisingandpromotioninordertoensurecontinuity.

12.Managesalesfunction(Includingthecateringsales).13.Accordingtothemarketplansanddemandincreasing,takepartintravelmartandmarketmeetings.

14.Assistthegeneralmanagertodealwithpublicrelations.

15.Takepartinsalesmeetings.

16.Beresponsibleforallsalescontractssignature.17.EnsurealllettersofSales&Marketinganditsdisplaybeprecise,professional.

18.BeresponsibleforInternalSystemrecordinS&M(suchas:trackingsystem,thereportsoflossbusiness,weeklysalesreports,etc.),aswellasallthenecessarytrackrecord.

19.Inaccordancewithafixedformat,preparemonthlyactivityreportofS&M.20.ControlandsupervisetheproductionofS&M.

21.Formulatepreciseexpensereports,andhandinmonthlyinaccordancewithcompanypolicy.Atthesametime,ensuretheexpenseiscostcontrolled.

22.Managesalesincentiveitemofthesalesstaff.Todotheseatthetime,he/sheshouldreviewallthelatestactivities,setrealisticpointgoal,andtoensurethatthelegitimatewinandallthestaffwasappropriatelypaid.

23.CooperatewiththeHumanResourcesDepartmentintheemployment.

24.Toensurethatalltheinformationwhichisfromthesalesdepartmentdistributedtootherdepartmentsisaccurate,timelinessandcompleteness,andensurethatthesedepartmentshavesufficientinformationtoprovidetheserviceaswhatthesalespromisetotheguests.

25.Toensurethatallsalesstaffunderstandsthejobassignedandoversightactivitiesinharmonytoensuretheachievingofpre-arrangedworkload

26.Toensurethatthesalesmanagergotovisitthecustomerinaccordancewithjobdescription.27.Doestheperformanceassessmentforsalesstaff,ifnecessarytogiveadvice-staffmobility/transfer/promote

編碼.:SM/0001日期:2007年2月28日目錄碼:B.1發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)28.Oranizesalesmeetingmonthlytoensurethesalescouldupdatetheirinformationandstrategiesandgetthestafffeedback.

29.Preparationandimplementationofsalestrainingprograms,ensurethetrainingparticipationbyinvolvingthesalestelemarketing,andproviderecommendationsforeachphone

30.Responsibleforintroductingthehotelworkingenvironmenttothenewstuff,regularlyattendenthenewemployees’srecruitingmeeting),andencouragenewemployeestoparticipateinsalesactivities.31.Accordingtothemanagerondutyrostertofulfillthedutiesofgeneralmanagerandachieveothertasksgivebethegeneralmanager.編碼.:SM/0001日期:2007年2月28日目錄碼:B.2發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)B.2市場銷售部總監(jiān)(DOSM)直接上司：行政助理經(jīng)理直接下屬：市場銷售部總監(jiān)公關(guān)經(jīng)理崗位職責(zé)：Directsupervisor:AdministrationAssistantManager

Directsubordinates:DirectorofMarketingCommunicationsManager

Jobresponsibilities:工作范圍:以高效率的工作協(xié)助行政助理經(jīng)理，在強(qiáng)調(diào)節(jié)約成本的基礎(chǔ)上讓業(yè)務(wù)達(dá)到最大限度發(fā)展和現(xiàn)有客源的鞏固。協(xié)助行政助理經(jīng)理完成東方銀座美爵酒店的市場計(jì)劃及相關(guān)的市場銷售活動(dòng)Scopeofwork:highefficientlyassisttheAdministrationAssistantManager,allowthebusinesstoachievemaximumdevelopmentandconsolidateexistingcustomerswhileemphasisonbasiccost-effective.AssisttheAdministrationAssistantManagerimplementingGrandMercureOrientalGinzamarketprogramandassociatingmarketingactivity基本職責(zé)給行政助理經(jīng)理提建議以確保東方銀座美爵酒店市場銷售項(xiàng)目的發(fā)展和完成預(yù)測市場需要并管理銷售辦公室以確保有效運(yùn)作尋求市場劃分中的最大份額給主要客戶打銷售電話通過計(jì)劃、引導(dǎo)和培訓(xùn)銷售部員工以達(dá)到東方銀座美爵酒店對(duì)住客率、平均房價(jià)和利潤的要求在行政助理經(jīng)理休息時(shí)，要代替他監(jiān)督和執(zhí)行銷售部的制度、程序和其它項(xiàng)目計(jì)劃并努力覆蓋深圳市及以外的市場參加管理回顧，并給出建議以確保酒店的競爭地位和利潤生產(chǎn)最大化配合銷售部的促銷計(jì)劃和活動(dòng)參與準(zhǔn)備市場銷售辦公室的年度預(yù)算和行政助理經(jīng)理保持良好的關(guān)系并作為代表參加行業(yè)展覽給管理層提供關(guān)于銷售員培訓(xùn)需求的建議并協(xié)助行政助理經(jīng)理給員工發(fā)展制定適當(dāng)?shù)呐嘤?xùn)計(jì)劃準(zhǔn)備活動(dòng)和結(jié)果的每月報(bào)告給行政助理經(jīng)理，包括銷售結(jié)果，市場占有，市場預(yù)測和競爭活動(dòng)時(shí)刻了解競爭對(duì)手的情況當(dāng)行政助理經(jīng)理不在時(shí)參加部門經(jīng)理會(huì)議，回顧銷售結(jié)果，并確保和各部門有好的合作協(xié)助建立一個(gè)有效的團(tuán)隊(duì)，并關(guān)注他們的福利、安全和發(fā)展根據(jù)企業(yè)公司的要求回應(yīng)部門功能的任何變化保證完成如下：編碼.:SM/0001日期:2007年2月28日目錄碼:B.2發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)銷售拜訪平均每周4個(gè)電話銷售—平均每周10個(gè)18.完成管理層交給的其它任務(wù)Basicduty

1.GivesuggestionstoAdministrationAssistantManagertoensurethattheGrandMercureOrientalGinzamarketdevelopmentandthecompletionofprojects

2.Toanticipatewhatthemarketneedsandthemanagementofsalesofficesinordertoensuretheeffectiveofoperation

3.Targetthelargestmarketshareinthemarketsegmentation

4.Telemarketingtothekeyaccounts

5.AchievetheGrandMercureOrientalGinza’sbudgetforoccupancy,ARRandprofitbyplanning,guidingandtraningthesalesstaffs.

6.WhenAdministrationAssistantManagertakealeave,DOSMneedtoreplacehimforthesupervisionandimplementationofsalessystems,proceduresandotheritems

7.PlansandmakeeveryefforttocoverShenzhenmarketandmarketsoutside

8.Takepartinthemanagementreviewandgiverecommendationstoensurethehotel'scompetitivepositionandprofitmaximizingproduction

9.Withsalespromotionprogramsandactivitiesinvolveandpreparesalesandmarketingannualbudget

10.MaintaingoodrelationshipswithAdministrationAssistantManagerandpresentasrepresentativewhenparticipatinginindustryexhibition

11.Givemanagementteamsuggestionsaboutsales’trainingrequirementsandtoassisttheadministrativeassistantmanagertotodevelopappropriatetrainingprogramsforstuff’sdevelopment

12.PreparemonthlyactivitiesandtheresultsreporttotheAdministrationAssistantManager,includingsalesresults,marketshare,marketforecastsandcompetitiveactivity

13.Alwaysknowthesituationofcompetitors

14.WhentheAdministrationAssistantManagerisnotintheoffice,attendtheDepartmentManagermeetings,recallsalesresults,andensurethatalldepartmentscooperatewell.

編碼.:SM/0001日期:2007年2月28日目錄碼:B.2發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)15.Tohelpsetupanefficientteam,andareconcernedabouttheirwelfare,securityanddevelopment

16.Inaccordancewiththerequirementsofenterprisestorespondtoanychangesinthefunctionaldepartment

17.Toensurethatfinishisasfollows:

Theaverageweeklysalescall4

Phonesales-anaverageof10perweek

18.Toachieveothertasksgivebythemanagementteam編碼.:SM/0001日期:2007年2月28日目錄碼:B.3發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)B.3市場資訊經(jīng)理(PRManager)直接上司：行政助理經(jīng)理直接下屬：公關(guān)主任崗位職責(zé)：Directsupervisor:AdministrationAssistantManager

Directsubordinates:PublicRelationsExecutive

Jobresponsibilities:1、負(fù)責(zé)酒店所有公關(guān)宣傳等工作。2、根據(jù)部門經(jīng)理的指示，制定公關(guān)宣傳計(jì)劃，統(tǒng)籌酒店有關(guān)部門的經(jīng)營推銷活動(dòng)。3、負(fù)責(zé)接待來訪及入住的重要客人和團(tuán)隊(duì)，參與組織安排酒店的重大活動(dòng)。4、負(fù)責(zé)酒店文字、繪畫等宣傳品、裝飾品的編寫、設(shè)計(jì)制作，監(jiān)制發(fā)送及布置工作。定期檢查上述宣傳品及酒店內(nèi)外招牌、廣告的內(nèi)容及質(zhì)量。5、同政府接待部門、企業(yè)集團(tuán)、新聞媒體、公關(guān)策劃單位建立密切聯(lián)系，積極爭取承辦會(huì)議、展覽、新聞發(fā)布等重大活動(dòng)，借助傳播媒體和公眾輿論提高酒店知名度和吸引力。6、定期和不定期調(diào)研廣告及酒店業(yè)市場，收集同行業(yè)及相關(guān)的信息。7、根據(jù)市場情況，制定季節(jié)性的住房推廣及與餐飲部合作制定季節(jié)性的餐飲推廣及宣傳計(jì)劃。8、與其它酒店的市場部經(jīng)理保持溝通，收集最新酒店及市場的信息，而即時(shí)做出迅速的行動(dòng)。9、通過e-marketing系統(tǒng)，定時(shí)發(fā)布酒店最新信息給客戶。10、建立公關(guān)工作檔案系統(tǒng)和資料庫。11、積極溝通酒店內(nèi)部關(guān)系，保持良好的合作關(guān)系。12、培訓(xùn)教育下屬員工，提供他們的業(yè)務(wù)水平并評(píng)估他們的工作表現(xiàn)。Responsibleforallhotel’sPRpromotionInaccordancewiththeinstructionsofthemanager,developaPRpromotionplananddesignrelateddepartment’ssalesactivities.Inchargeofreceivingimportantguestsandteamthatvisitandstayinourhotelandparticipateintheorganizationofthemajoractivitiesinthehotel.inchargeofthehotelwriting,paintingandotherpublicitymaterials,thepreparationofaccessories,designed,producedandarrangedtheworkofsending.Periodicinspectionofthesepromotionalmaterialsandsignsinsideandoutsidethehotel,advertisingcontentandquality.withthereceptiondepartment,enterprisegroups,themediaandpublicrelationsunitstoestablishclosetieswiththeplanningandactivelyseekthecontractorconferences,exhibitions,pressreleasesandothermajoractivities,throughthemassmediaandpublicopiniontoraisethevisibilityandattractivenessofthehotel.regularandadhocresearchadvertisingandthehotelindustrymarket,thecollectionindustryandrelatedinformation.accordingtomarketconditions,thedevelopmentofseasonalhousingandfoodandbeveragepromotionincooperationwiththeMinistrytopromotethedevelopmentofseasonalcateringandpublicityprograms.withotherhotelMarketingManagertomaintaincommunication,thecollectionofup-to-dateinformationonhotelsandmarkets,andrapidreal-timeaction.theadoptionofe-marketingsystem,thelatesthotelfromtimetotimepublishinformationtocustomers.theestablishmentofpublicrelationsanddatabasefilesystem.11,positivecommunicationwithintherelationshipbetweenthehotelandmaintainthegoodrelationsofcooperation.12,subordinatestafftrainingandeducationtoprovidetheleveloftheirbusinessandtoassesstheirperformance.B.4公關(guān)主任直接上司：市場資訊經(jīng)理直接下屬：公關(guān)文員崗位職責(zé)：1、直接對(duì)市場資訊經(jīng)理負(fù)責(zé)，接受市場資訊經(jīng)理的指示，協(xié)助市場資訊經(jīng)理展開各項(xiàng)公關(guān)宣傳和策劃活動(dòng)。2、協(xié)助市場資訊經(jīng)理接待來訪及住店重要客人和團(tuán)隊(duì)。3、協(xié)助接待來訪參觀，積極宣傳酒店的優(yōu)良服務(wù)和完善設(shè)施，樹立酒店良好形象，征詢客人對(duì)酒店的意見，及時(shí)向上司匯報(bào)。4、與政府有關(guān)部門、企業(yè)集團(tuán)、新聞媒體、供應(yīng)商等建立良好業(yè)務(wù)關(guān)系。5、每天負(fù)責(zé)剪報(bào)，收集同行業(yè)及市場相關(guān)的信息。6、負(fù)責(zé)公關(guān)檔案資料的管理工作。7、協(xié)助進(jìn)行酒店內(nèi)部溝通及做好協(xié)調(diào)工作。8、聯(lián)同美工做好重大活動(dòng)，VIPS及媒體等的拍攝工作。編碼.:SM/0001日期:2007年2月28日目錄碼:B.5發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)B.5秘書/協(xié)調(diào)員(Secretary/Coordinator)直接上司：市場銷售總監(jiān)直接下屬：崗位職責(zé)：Directsupervisor:DOSMDirectsubordinates:

Jobresponsibilities:直接對(duì)市場銷售部總監(jiān)負(fù)責(zé)，協(xié)助其處理市場銷售部業(yè)務(wù)和行政工作。2、負(fù)責(zé)將酒店的各項(xiàng)文件和指令送達(dá)到有關(guān)人員，將部門的報(bào)告、文件匯總上報(bào)或到達(dá)到有關(guān)領(lǐng)導(dǎo)和部門。3、協(xié)助部門做好月度、季度及年度計(jì)劃、總結(jié)以及銷售業(yè)務(wù)統(tǒng)計(jì)工作。4、負(fù)責(zé)部門的業(yè)務(wù)及行政檔案分類及管理，收集市場信息，供部門業(yè)務(wù)人員參閱。5、協(xié)助部門經(jīng)理做好客源分析工作。6、負(fù)責(zé)部門的日常事務(wù)，如辦公用品的報(bào)領(lǐng)分發(fā)、部門文件的打印、部門員工的考勤及日常接待工作等。7、協(xié)助部門經(jīng)理協(xié)調(diào)與酒店各部門的工作關(guān)系。8、做好客戶檔案的分類及管理工作。9、協(xié)助銷售經(jīng)理聯(lián)系旅行社和商務(wù)客戶。10、帶領(lǐng)客人參觀公館的客房、宴會(huì)等配套設(shè)施。11、處理客人的預(yù)訂。12、協(xié)助銷售經(jīng)理處理客戶與酒店之間的關(guān)系。1.DirectlytotheMarketingDirectorwillberesponsibletoassistinitsmarketingdealwiththeDepartmentofbusinessandadministrativework.

2,isresponsibleforthehoteltosendthedocumentsandinstructionstomeetthestaff,todepartment'sreport,documentorsummarysubmittedtomeettheleadershipandtheDepartment.

3.Toassistthedepartmenttoproperlycarryoutmonthly,quarterlyandannualplan,sumupandsalesstatistics.

4.inchargeofadministrationdepartmentofthebusinessandfileclassificationandmanagement,collectingmarketinformationforthebusinessdepartmentstaff.

5.Toassistthedepartmentmanagertodoagoodjobsourceanalysis.

6.Thedepartmentisresponsibleforday-to-dayaffairs,suchasofficesuppliesfromthedistributionofthenewspaper,printingpaperdepartment,departmentstaffattendanceanddailyworksuchasreception.

7.toassistthedepartmenttocoordinatewiththehotelmanagerofthedepartmentworkingrelationship.

8.doagoodjobofsortingandclientfilemanagement.

9.toassisttheSalesManagerTravelAgencycontactandbusinesscustomers.

10.ledtheguestsvisitedtheresidenceoftheguestrooms,banquetandotherfacilities.

11.dealwithguestsbooking.

12.Salesmanagertohelpclientsdealwiththerelationshipbetweenhotels.編碼.:SM/0001日期:2007年2月28日目錄碼:B.6發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)B.6高級(jí)銷售經(jīng)理(SeniorSalesManager)直接上司：市場銷售總監(jiān)直接下屬：銷售經(jīng)理/客戶經(jīng)理崗位職責(zé)：Directsupervisor:MarketSalesDirector

Directsubordinates:SalesManager/CustomerManager

Jobresponsibilities:1、直接對(duì)市場銷售總監(jiān)負(fù)責(zé)，根據(jù)部門制定的市場營銷計(jì)劃，具體執(zhí)行爭取商務(wù)、散客及團(tuán)體的銷售工作。2、掌握國內(nèi)外商務(wù)、散客及團(tuán)體市場動(dòng)態(tài)，預(yù)測商情，定期向部門經(jīng)理提出銷售調(diào)研報(bào)告。3、制定銷售計(jì)劃，確定銷售目標(biāo)、銷售重點(diǎn)和行動(dòng)方案；并對(duì)市場營銷計(jì)劃中所負(fù)責(zé)部分在執(zhí)行中所存在的問題提出改進(jìn)意見。4、制定、修改和審核有關(guān)報(bào)價(jià)、合同協(xié)議及推銷函件等往來資料。5、檢查督導(dǎo)銷售代表的工作，帶領(lǐng)銷售代表完成規(guī)定的營業(yè)銷售計(jì)劃。6、按計(jì)劃走訪客戶，了解客戶意見，增強(qiáng)與客人的溝通，與客戶及代理機(jī)構(gòu)建立長期穩(wěn)定的合作關(guān)系。7、正確運(yùn)用和選擇各種銷售渠道，開拓住房及會(huì)議客源市場，不斷擴(kuò)大銷售網(wǎng)絡(luò)，爭取最佳的營業(yè)效益。8、積極配合有關(guān)部門做好客人接待工作。9、建立科學(xué)的客戶檔案資料管理系統(tǒng)。10、負(fù)責(zé)對(duì)銷售代表進(jìn)行業(yè)務(wù)培訓(xùn)，并評(píng)估他們的工作表現(xiàn)。11、保證完成如下：銷售拜訪每周至少15個(gè)(突擊銷售除外)電話銷售—每周至少30個(gè)12、準(zhǔn)備并上交如下報(bào)告：每日銷售活動(dòng)報(bào)告每周銷售計(jì)劃每月住房前20名客戶每月生產(chǎn)和活動(dòng)報(bào)告13、完成上級(jí)交給的其它任務(wù)1.directlyresponsibleforsalesandmarketingdirector,inaccordancewiththemarketingdepartmenttodevelopaplan,thespecificimplementationforbusiness,individualandgroupsalesjob.

2.masterdomesticandinternationalbusiness,individualandgroupmarketdynamics,predictionbusiness,regularlytothedepartmentmanagerofmarketingresearchreport.

3.Formulatemarketingplans,identifyingsalestargets,salesfocusandactionprograms;andmarketingplanisresponsiblefortheimplementationoftheproblemssuggestimprovements.

4.formulate,modify,andexaminethequotation,contractagreementsandexchangesofinformation,suchasmarketingletters.

5.inspectionandsupervisionworkofasalesrepresentative,ledthesalesrepresentativetocompletethesaleofthebusinessplan.

6.andisscheduledtovisitclients,knowtheviewsofcustomers,andenhancecommunicationwithcustomers,clientsandagenciesandsetuplong-term,stablerelationsofcooperation.

7.rightapplicationandselectavarietyofsaleschannels,develophousingandconferencesourcemarkets,expandingsalesnetwork,tosecurethebestoperatingefficiency.

8.andactivelycoordinatedwithrelevantdepartmentstoworkforthereceptionguests.

9.clientssetupascientificdatafilemanagementsystem.

10.responsibleforthesalesrepresentativetocarryoutprofessionaltrainingandtoassesstheirperformance.

11.toensurethatfinishisasfollows:

salesvisitatleastonceaweek15(exceptforspotsales)

Phonesales-aweekatleast30

12.andturnedovertopreparethefollowingreports:

dailysalesactivityreport

weeklysalesplans

monthlyhousing20beforethecustomer

Monthlyreportoftheproductionandactivity

13.theothertoachievesuperiormission編碼.:SM/0001日期:2007年2月28日目錄碼:B.7發(fā)放部門:市場銷售部更新后的編碼:主題:崗位職責(zé)B.7銷售經(jīng)理/客戶經(jīng)理(SalesManager/AccountManager)直接上司：高級(jí)銷售經(jīng)理直接下屬：崗位職責(zé)：Directsupervisor:SeniorSalesManager

Directsubordinates:

Jobresponsibilities:1、了解酒店市場營銷計(jì)劃和銷售政策，貫徹執(zhí)行高級(jí)銷售經(jīng)理安排的工作。2、了解產(chǎn)品、市場信息和客戶意見，有效開展客房的銷售工作。3、負(fù)責(zé)與客戶的溝通聯(lián)系，通過銷售拜訪、電話等方式，密切與客戶的溝通，建立良好客戶關(guān)系。4、負(fù)責(zé)客戶檔案資料的管理工作。5、定期向高級(jí)銷售經(jīng)理提交銷售計(jì)劃及執(zhí)行情況的報(bào)告。6、協(xié)助酒店有關(guān)部門做好客戶的接待工作。7、正確運(yùn)用和選擇各種銷售渠道，開拓住房及會(huì)議客源市場，爭取最佳的業(yè)績。8、保證完成如下：銷售拜訪--每周至少20個(gè)(突擊銷售除外)電話銷售—每周至少35個(gè)9、準(zhǔn)備并上交如下報(bào)告：每日銷售活動(dòng)報(bào)告每周銷售計(jì)劃每月住房前20名客戶每月生產(chǎn)和活動(dòng)報(bào)告10、完成上級(jí)交給的其它任務(wù)1.knowtheho