某酒店营销部作业文件-WWYYZZ

精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料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日实施精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料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·················································12.2信息收集作业流程································································22.3市场分析作业流程································································32.4客户资料收集作业流程··························································42.5客户档案查询作业流程··························································42.6协议签订作业流程································································52.7IC卡办理作业流程································································62.8上门拜访作业流程································································72.9电话拜访作业流程································································82.10带客参观作业流程······························································92.11预定作业流程···································································102.12预定更改作业流程····························································112.13定单发放作业流程····························································122.14客人抵店前检查作业流程···················································132.15散客接待作业流程····························································142.16商务客人接待作业流程······················································152.17旅游客人接待作业流程······················································162.18VIP客人接待作业流程························································172.19现场接待作业流程····························································182.20处理客人投诉作业流程······················································192.21信息作业流程··································································202.22消费统计核对作业流程······················································21精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料2.23收款作业流程··································································222.24促销计划的制定和实施作业流程（部门）······························232.25大型团体接待方案制定作业流程··········································242.26年度营销计划制定作业流程················································25三、记录1.签单协议书··································································26—272.每日客户拜访报告表····························································283.客户信息反馈表···································································294.客户预定表·········································································305.客户基本情况调查表·····························································31精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料xxxx酒店质量管理体系文件TY/ZY-8A-2007营销部作业文件修订状态A/0页码1/34一、术语和定义本作业没有特殊的术语和定义二、作业文件2.1办公室对客文件处理作业流程作业编号作业流程图作业标准1234567892.1.1办公室文员负责对客文件处理工作。2.1.2办公室文员迎接到办公室需处理文件的客人，同时礼貌的问候，并安排客人入座，递上茶水。2.1.3此时，办公室文员应征询客人需要提供各种服务。2.1.4得到客人答复后，办公室文员应向客人介绍处理文件（打印、复印、上网等）的收费标准。2.1.6客人同意收费标准后，办公室文员应根据客人要求提供相应的服务。2.1.8待客人核对所处理的文件资料正确无误后，办公室文员应开制多用单（一式四联）交由客人签字，并将前三联交相关收银台，并让收银员签字，第四联存挡备查。2.1.9办公室文员完成所有的服务工作后，应礼貌的送别客人。送客校核开单传真电话上网打印复印确认需求对客文件处理问候询问需求介绍收费标准准6.16.26.36.4精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料实施日期：2007-01-01TY/ZY-8A-2007修订状态：A/O页码：2/342.2信息收集作业流程作业编号作业流程图作业标准1231.11.22.6.1每个营销人员应随时收集相关信息，为经营计划和决策提供依据。2.6.2营销人员应从内部和外部收集信息，信息内容,信息内容主要包括各部门在工作中收集的客人反馈的信息（消费信息、对酒店的意见等）。2.6.3.1办公室文员将收集信息的内容进行整理并存档。2.6.3.2部门经理随时查阅信息，并提供给总经理。信息收集内部信息外部信息客房餐厅乐其他部门房同行信息客户信息信息处理员工精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料分析总结w汇总上报警实施日期：2007-01-01TY/ZY-8A-2007修订状态：A/O页码：3/342.3市场分析作业流程流程编号作业流程图作业要求12342.30.1客户经理应随时对市场进行分析，掌握市场动态，以便更好的开展工作。2.30.2客户经理作市场分析时首先应进行资料的收集,资料的收集来源于市场调查，调查内容包括:本地酒店行业的情况，客源分析，营销手段等，本地消费市场状况等。2.30.3客户经理根据收集的资料进行分析、整理。2.30.4客户经理把整理好的市场分析资料上报部门经理和并交办公室文员存档。市场分析资料收集分类整理上报精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料收集资料实施日期：2007-01-01TY/ZY-8A-2007修订状态：A/O页码：4/342.4客户资料收集作业流程流程编号作业流程图作业要求12342.14.1客户经理可通过网上查询,上门拜访,电话拜访,朋友介绍等渠道获取客户资料.2.14.2客户经理通过以上各种渠道从市场中选择对天韵酒店有需求/潜在需求的客户，并获得客户资料。2.14.3客户经理尽可能全面地记录对天韵酒店有需求/潜在需求的客户的全部资料.（单位、姓名、年龄、职务、身高、体重、电话、婚否、爱好、体育运动、消费项目、车牌号）。2.14.4客户经理将收集的资料进行分析,无用的资料可放弃。2.14.5客户经理将收集的资料分析后,有用的资料信息交办公室文员录入电脑存档。2.5客户档案查询作业流程流程编号作业流程图作业要求获取资料资料分析放弃资料存档精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料归档1234562.15.1客户经理因工作需要，可查询客户档案。2.15.2客户经理查阅相关客户的档案，需向部门经理提出申请。2.15.3部门经理对客户经理的申请进行审批。2.15.4部门经理审批同意后，客户经理可在办公室文员处提取相关客户的档案。2.15.5客户经理可对相关客户的详细资料进行查阅。2.15.6.1客户经理查阅完资料后，需将资料交办公室文员进行存档。2.15.6.2客户经理提取的档案不得带出办公室，更不得泄露给其它人员。实施日期：2007-01-01TY/ZY-8A-2007修订状态：A/O页码：5/342.6协议签订作业流程流程编号作业流程图作业要求提取档案档案查询审批查阅资料提出申请精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料12345签单协议信息客户情况调查放弃审查IC卡签订协议书存档2.32.1客户经理通过各种渠道获取客人准备同酒店签定消费协议的信息。2.32.2客户经理对客户的基本情况作详细调查,并填写客户情况调查表（3.5号记录）,包括资产状况,经营状况,消费实力等。2.32.3由营销部对单位进行初审,后由财务部和总经理审批,不符合酒店要求的客户可推荐办理IC卡或说服客人现金消费。2.32.4.1凭客户情况调查表到财务领取协议书。2.32.4.2详细填写协议书（3.1号记录）.包括单位签单人姓