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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TRAININGACTIVITYOUTLINE培训活动纲要Task任务：Publicinquiry回复咨询Code序号：OH-SM-MC-D103Objectives目的：Attheendofthissession,eachtraineewillbeabletoreleaserelativeinformationregardinghotelprofessionallyandaccurately.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.TheMarketingCommunicationsDepartmentwillreleaseofficialstatementsandannouncementsonBrand,CorporateandtheHoteltothemedia,pressandthegeneralpublic.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。2.Releaseswillbeissuedattherighttime,totherighttargetaudience,withtherightcontentsbyusingthemosteffectiveandefficientmeans.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。3.AllreleaseofofficialstatementwillbesubjecttopriorapprovalofGeneralManager.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：Whiteboardwithmarkpen白板、马克笔Method培训方式TrainingSteps培训步骤Time时间IntroductionLecture介绍讲座式-TheMarketingCommunicationsDepartmentwillreleaseofficialstatementsandannouncementsonBrand,CorporateandtheHoteltothemedia,pressandthegeneralpublic.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。Note:IftheMarketingCommunicationsManagerisnotavailableorinhis/herabsence,theDirectorofSales&Marketingwillbefullyresponsibleforit.注意：如果公关部经理不在，则由市场销售总监完成。10Minutes10分钟Questionanddiscussion提问并分组讨论-Uponreceivinganinquiry,theMarketingCommunicationsManagerwillfindout:1.Theidentityoftheinquisitor2.Purposeoftheinquiry3.Contactinfooftheinquisitor接到问询时，公关部经理需要了解：1.问询者的身份2.问询的目的3.问询者的联系方式-Askquestion:whatkindofinquirycanMCmanageranswer?-提问公关部经理应回答什么样的问询。20Minutes20分钟Explainansweronwhiteboard用白板写出答案并解释1.Allinquiresfromthegeneralpublicseekingforinformationoranofficialstatement,onBrand,CorporateortheHotel.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。2.AllinquiriesreceivedfromthemediaandpressseekingananswerorastatementabouttheBrand,Corporate,theHoteloraspecificissue/informationofaconfidentialitynatureorthatisnotpublishedinthehotelcollateral.所有来自媒体和报界方面问询有关品牌、集团及饭店的问题、或是饭店宣传品上没有提供的机密的专门话题或信息。-TheMarketingCommunicationsManagerandtheDirectorofSales&Marketingwillusetheirbestinitiationanddiscretiontoentertainsuchinquiresprofessionallyandpromptly.公关部经理和市场销售总监将积极主动地以专业的方式迅速地回答这类问询。-Ifnecessary,theGeneralManagerwillbebriefedandconsultedbeforeanofficialresponseismadebytheHotel.如果需要的话，在饭店发布正式的回复之前，公关部经理将向总经理简要汇报情况并征求意见。30Minutes30分钟Summary总结-Reviewkeypointsonebyoneonthewhiteboard.回顾白板上写出的要点。10Minutes10分钟