Marketing Department Operations Manual

Marketing Department

Operational Manual

Contents

Department Overview & Organizational Structure................... 7
Job Description............................... 9
Marketing Director..................................... 10
(Guest Room) Sales Manager................... 11
(Banquet & Commercial) Sales Manager..................................... 13
Sales Director............................... 15
Service Center Manager........................................... 16
Service Center Commissioner........................................... 17
Media Manager........................................... 18
Art Director............................... 20
Work Standards and Processes......................... 21
Business Client Reception........................................... 21
Government customer reception........................................... 25
Team customer reception........................................... 28
Long bag tenant reception............. 33
VIP customer reception......................... 37
Conference Banquet Reception............................................ 41
Management system........................................... 46
Management System Cover............................... 47
Discipline system..................................... 48
Attendance system......................... 49
Conference system........................................... 50
Visitor system........................................... 51
Gift system................... 52
Banquet system............................... 53
Archival system..................................... 54
Material management system............................... 55
Energy conservation and emission reduction system................... 56
Manage forms........................................... 57
Phone Record Sheet........................................... 58
Visitor Visit Record Sheet......................... 59
Document Registration Form......................... 60
Company Visit Record Sheet........................................... 61
New company visit records......................... 62
Artist Production Application Form................... 63
Sales Weekly Visit Report................... 65
Energy saving and consumption reduction self-inspection self-inspection form............................... 67

Section 1

Department overview and organizational structure

Under the direct leadership of the General Manager, the Marketing Department assists the General Manager in formulating the hotel's sales plan and contacts various departments to implement it carefully. A sound sales operation consists of the following three parts: setting marketing objectives, formulating sales strategies, and promoting and executing strategies. The marketing department includes two functional groups, namely the sales department and the planning department.

The sales department is mainly responsible for the establishment of market targets, which is the premise of formulating sales strategies, and the formulation of market goals should be carried out under the direct leadership of the general manager, and the main middle and senior management personnel such as deputy general managers, marketing directors, financial directors, housing directors, and catering department directors are jointly involved in formulating. It should be noted that when setting market targets, it is necessary to consider not only economic benefits, but also social benefits.

The planning department has the important function of coordinating the internal and external relations of the hotel and shaping the corporate image. In terms of foreign relations, the planning department strives to establish the best image of the hotel in front of the public through reception, visit activities or through the news media, so as to create a good social environment for the operation and development of the hotel; in terms of internal relations, the planning department is responsible for coordinating the marketing and publicity activities of various departments according to the instructions of the general manager, and strives to achieve the hotel's business objectives. In addition, it is necessary to collect information extensively through various channels and serve as a good counselor for the general manager's business decisions.

The organization of the hotel marketing department is as follows

(Guest Room) Sales Manager (1 person)

1 art director

Media Manager (1 person)

(Banquet Industry) Sales Manager (1 person)

1 room sales officer

Service center commissioner 1 person

Service Center Manager (1 person)

1 banquet commercial sales director

Director of Marketing Department (1 person)

Media Banquet & Commercial Rental Room Sales Customer Service Center

Section II

Job description

Director of Marketing Job Description

Department: Marketing Position: Marketing Director
Primary responsibilities	Under the direct leadership of the General Manager, assist the General Manager in formulating the strategic planning of the hotel and organizing its implementation. Organize the formulation of the hotel's annual business plan and organize its implementation. Formulate a performance appraisal system for assessing the performance of each group of the marketing department. Lead the social and public relations activities of the hotel and establish a good corporate image. According to the market supply and demand, customer intentions and needs, optimize the combination of hotel service products, promote hotel marketing as a whole, and develop the hotel source market through multiple channels. Assist the general manager to preside over the daily operation of the hotel. Focus on the training and construction of marketing talents. Complete other tasks assigned by the general manager.
Knowledge requirements	Academic requirements: bachelor degree or above. Professional expertise: strategic management, investment management, marketing management, financial management, foreign-related policies and regulations, etiquette, tourism and hotel management knowledge, etc. Foreign language knowledge: Have a good level of foreign language speaking and writing. Other related knowledge: understand the basics of economics, sociology, psychology and so on.
Competency requirements	Business implementation: complete work tasks on time and in quality, strong writing and language skills. Judgment ability: sharp market sense, can formulate strategic planning and implementation plans according to the characteristics of hotel products. Organizational coordination: Well-planned, clearly delegated authority to ensure the execution of instructions. Good at team building work.
Experience requirements	More than 10 years of management experience in the industry or similar industries, more than 5 years of experience in the same or similar positions in high-star hotels.
Training requirements	Previous professional training: tourism professional training and hotel management knowledge. Training ability of subordinates: can use different ways and methods to independently train department managers effectively.
Hierarchical relationships	Direct superior: General Manager Direct subordinates: Sales Manager, Media Manager, Service Center Manager
Other requirements	Hold a valid certificate. Be in good health. Able to travel for business. Dedication and dedication.
Appointment and removal of positions	Within the scope of the establishment, the general manager shall appoint and dismiss the position according to the needs of the work, personal quality, work performance evaluation and other circumstances.

Sales Manager (Guest Room) Job Description

Department: Marketing Position: Sales Manager
Primary responsibilities	Report directly to the Director of Marketing. Assist the director of the marketing department in the management of the sales department, responsible for the administrative affairs management and business management of the sales department, and ensure the implementation of the hotel management policy in this department. The staff of the leadership department actively completes various tasks and business indicators. Formulate and continuously improve the management system and working procedures of the department. Inspect and supervise the implementation of various management systems and work procedures, and correct and deal with problems in a timely manner. Formulate annual and monthly sales plans of the department, and lead all employees to actively complete various reception tasks and work indicators. Analyze and report on annual and monthly operations. Responsible for assessing sales performance and implementing incentive training. Formulate departmental training plans and assessment systems. Pay close attention to market supply and demand, customer intentions, demand changes, etc., establish long-term and stable good cooperative relations with customers in various regions, and constantly open up new markets and new customers. Lead the team to visit customers, sell hotel products, collect customer opinions, and build good customer relationships. Analyze sales dynamics, propose improvement plans according to market changes, grasp the hotel's marketing policies, and improve the hotel's average room rate and market share. Inspect and supervise the health and safety work of each group to ensure normal work order. Complete other tasks assigned by the Director of Marketing.
Knowledge requirements	1. Education level: college graduate or equivalent or above. 2. Occupational expertise: (1) Master the business knowledge of the department; (2) Understand foreign-related policies, regulations and etiquette; (3) Strategic management, investment management, marketing management, financial management, etc.; (4) Familiar with the customs and habits of each source of customers. Knowledge of foreign languages: Be able to converse fluently with guests in more than one foreign language. 4. Other related knowledge: (1) Understand the knowledge of hotel management; (2) Proficient computer operation knowledge; (3) Understand the basic knowledge of economic law, sociology, psychology and so on.
Competency requirements	Business implementation: Strong social skills, strong writing and language skills. Judgment ability: Have a keen observation of the market, and be able to decisively make the right solutions to the problems existing in the implementation of marketing strategies. Organizational Coordination: (1) Rational organization and flexible deployment of manpower to complete various work indicators. (2) Coordinate the relationship with various departments and guests, establish good communication channels, and ensure that information communication is timely, accurate and effective. (3) Treat people fairly and fairly, be good at criticism and self-criticism, and be good at praising and motivating employees. (4) Be good at using the evaluation mechanism, make good use of people, timely discover and select talents, and improve the centripetal force of employees. Has a certain source of customers.
Experience requirements	At least 3 years working experience in the same or similar position in a high-star hotel.
Training requirements	Previous professional training: tourism professional training and hotel management knowledge. Training ability of subordinates: can use different ways and methods to motivate department managers to conduct effective training.
Hierarchical relationships	Direct supervisor: Director of Marketing Direct subordinate: Sales Officer Relationship with other departments: level with the managers of each department
Other requirements	Hold a valid certificate. Be in good health. Able to travel for business. Dedication and dedication.
Appointment and removal of positions	Within the scope of preparation, the director of the marketing department shall submit an application for appointment and dismissal of the position according to the needs of the work, personal quality, work performance evaluation, etc., and report to the human resources department for approval, and then approved by the general manager.

Sales Manager (Banquet & Commercial) Job Description

Department: Marketing Position: Sales Manager
Primary responsibilities	Report directly to the Director of Marketing. Under the guidance and supervision of the hotel's sales director, adhering to the rules and regulations of the hotel, managing the allocation and service of various banquets and conferences and bringing revenue growth to the hotel. Manage staff, facilities, sales, cost work in the banquet and conference department to ensure that the revenue of the department is maximized. Develop, execute and follow up on meeting and banquet sales action plans to ensure maximum revenue from meetings and banquets. 5. Responsible for the coordination and supervision of various banquets and conferences. 6. Ensure the signing, modification and filing of the contract. 7. The specifications and procedures of the management department, such as ensuring that the contract has been signed before starting the planning business, the deposit is in the account, and the list of participants is updated. 8. Manage the list of groups. 9. Coordinate the allocation of venues for meetings and other related activities. 10. Assist guests to understand the hotel and arrange on-site inspections to monitor the activities of competing hotels. 11. Supervise the production, display and service of banquet food to ensure excellent quality from beginning to end. 12. Establish and maintain a set of recording systems, including: documents of all completed conference activities, banquet and reservation records, guest contact files, sales promotion plans, conference room usage, menu files, promotion documents, event documents, union information, temporary employee files, business sales and follow-up of potential sales leads.
Knowledge requirements	Education level: College degree or equivalent or above. Professional expertise: (1) master the business knowledge of the department; (2) understand foreign-related policies, regulations, etiquette; (3) master marketing, psychology and other common sense; (4) familiar with the customs and habits of each source. Foreign language knowledge: Have a good level of English speaking and writing. 4. Other related knowledge: (1) understand the knowledge of hotel management; (2) proficient computer operation knowledge.
Competency requirements	Business implementation: complete work tasks on time and in quality, strong writing and language skills. Judgment ability: have strong observation, have foresight of the development of problems, and can decisively propose correct solutions when things happen. Organization and coordination: good communication and coordination skills, teamwork spirit. Master a certain source of customers.
Experience requirements	At least 3 years of experience in marketing and similar positions in high-star hotels (4 stars or above).
Training requirements	Previous professional training: tourism professional training and hotel management knowledge. Training ability of subordinates: can use different ways and methods to motivate department managers to conduct effective training.
Hierarchical relationships	Direct supervisor: Director of Marketing Direct subordinate: Sales Officer Relationship with other departments: level with the managers of each department
Other requirements	Hold a valid certificate. Be in good health, treat people and things steadily. Able to travel for business. Dedication and dedication.
Appointment and removal of positions	Within the scope of preparation, the marketing director shall apply for appointment and dismissal of the position according to the needs of the work, personal quality, work performance evaluation, etc., and first report to the human resources department for approval, and then approve the implementation by the general manager.

Sales Officer Job Description

Department: Marketing Position: Sales Director
Primary responsibilities	According to the sales plan formulated by the department manager, do a good job in sales in various source markets. Understand all kinds of customer source information and market dynamics, and regularly submit sales research reports to superiors. Actively complete various reception tasks and work indicators. Submit a report on the sales plan and implementation according to the regulations, and determine the promotion objectives and sales priorities. Responsible for the contact with customers, go out to visit customers, close communication with customers, establish a good customer relationship, and do a good job in the entry and management of customer files. Responsible for the business training of the account officer. Visit customers as planned, understand their opinions on the hotel, enhance communication with guests, and build good customer relationships. Handle the relationship between customers and agents, correctly use and select various sales channels, continuously expand the sales network, and strive for the best business efficiency. Formulate, modify and review relevant quotation letters, contracts and sales letters, and conscientiously do a good job in the management of customer file data such as business, individual customers, and travel agencies.
Knowledge requirements	Academic requirements: college degree or above. Occupational Expertise: (1) Master the business knowledge of the department; (2) Understand foreign-related policies, regulations and etiquette; (3) Have grassroots knowledge of marketing and psychology. Foreign language knowledge: Able to communicate with guests in English. Other related knowledge: (1) Understand the knowledge of hotel management; (2) Basic knowledge of computer operation.
Experience requirements	At least 1 year of experience in marketing and similar positions in high-star hotels (4 stars or above).
Competency requirements	Business implementation: have good social skills, have a certain understanding of the hotel business department. Organization and coordination: Have good communication and coordination skills, and maintain good interpersonal relations with various departments of the hotel.
Hierarchical relationships	Direct supervisor: Sales Manager. Direct subordinates: Relations with other departments: level with the heads of various departments
Other requirements	Hold a valid certificate. Be in good health, treat people and things steadily. Able to travel for business. Dedication and dedication.
Appointment and removal of positions	Within the scope of preparation, the marketing director shall apply for appointment and dismissal of the position according to the needs of the work, personal quality, work performance evaluation, etc., and first report to the human resources department for approval, and then approve the implementation by the general manager.

Service Center Manager Job Description

Department: Marketing Position: Service Center Manager
Primary responsibilities	Use business management techniques in house control to maximize the hotel's housing revenue. Monitor reservation and operation system according to hotel standards. Proactively review all bookings made by the booking clerk. Ensure that all incoming bookings are entered into the computer accurately and in a timely manner. Have a high degree of understanding of hotel products, familiar with the relevant operating procedures and all relevant policies and systems for booking; Ensure the correct input and update of all customer information, effective management and maintenance; Properly handle your reservation calls, faxes, emails, and reservations for meals, meetings, banquets, and other hotel spending; Complete other tasks assigned by the Director of Marketing.
Knowledge requirements	Education level: College degree or equivalent or above. Professional Expertise: Business knowledge and sales skills in guest rooms, catering, conference sales and reservations. Foreign language knowledge: Have a good level of English speaking and writing. Other related knowledge: (1) Proficiency in the use of Office software and hotel system operation. Master basic sales knowledge and customer psychology.
Experience requirements	At least 3 years of experience in the booking department of high-star hotels (4 stars or above) and similar positions.
Competency requirements	1. Professional training received: (1) Tourism professional training and hotel management knowledge. (2) Secretarial knowledge training; (3) Management basic knowledge training.
Hierarchical relationships	Direct supervisor: Marketing Director. Direct subordinate: Service Center Specialist Relationship with other departments: level with the managers of each department
Other requirements	Hold a valid certificate. Be in good health, treat people and things steadily. Dedication and dedication.
Appointment and removal of positions	Within the scope of preparation, the marketing director shall apply for appointment and dismissal of the position according to the needs of the work, personal quality, work performance evaluation, etc., and first report to the human resources department for approval, and then approve the implementation by the general manager.

Service Center Specialist Job Description

Department: Marketing Position: Service Center Specialist
Primary responsibilities	1. Answer and handle guests' inquiries and reservation calls in accordance with working standards. 2. Provide guests with the latest information on hotel products, such as room type, room rate and room promotions. 3. Increase the sales of the hotel by comparing with ordinary rooms and selling more advanced room features. 4. Try to sell other products of the hotel, such as car rental services. 5. Answer and handle guest inquiries and reservation calls in accordance with work standards. 6. Provide guests with the latest information on hotel products, such as room type, room rate and room promotions. 7. Increase the sales of hotels by comparing with ordinary rooms and selling more advanced room features. 8. Try to sell other products of the hotel, such as car rental services.
Knowledge requirements	1. Education level: high school graduate or equivalent or above. 2. Professional expertise: master the business knowledge and sales skills of guest rooms, catering, conference sales and reservations. 3. Foreign language knowledge: have a good level of English speaking and writing. Other related knowledge: (1) Proficiency in the use of Office software and hotel system operation. (2) Master basic sales knowledge and customer psychology.
Experience requirements	One year or 6 months booking/front desk related work experience.
Competency requirements	1. Professional training received: (1) Tourism professional training and hotel management knowledge. (2) Secretarial knowledge training; (3) Management basic knowledge training.
Hierarchical relationships	Direct superior: Service Center Manager. 2. Relationship with other departments: level with employees of each department
Other requirements	Hold a valid certificate. Be in good health, treat people and things steadily. 3. Love and dedication, dedication.
Appointment and removal of positions	Within the scope of preparation, the marketing director shall apply for appointment and dismissal of the position according to the needs of the work, personal quality, work performance evaluation, etc., and first report to the human resources department for approval, and then approve the implementation by the general manager.

Media Manager Job Description

Department: Marketing Position: Communications Manager
Primary responsibilities	Report directly to the Director of Marketing. Assist the marketing director in the management of the public relations planning department, responsible for the administrative affairs management and business management of the public relations planning department, and ensure the implementation of the hotel management policy in the department. The staff of the leading department actively completes various tasks and promotional activities. Responsible for the hotel's VI system, guide system, website establishment and hotel publicity and promotion, and actively participate in the hotel's renovation and portfolio development. Develop monthly and annual PR campaign plans and budgets. Effectively complete the advertising and promotion work, and achieve the necessary advertising effect. Formulate departmental work, management system, work process and supervise the implementation of subordinates. Supervise and inspect the work of the art office to ensure the completion of the art design and production of each department. Strictly control the design and release of all external promotional materials of the hotel. Establish the image of the hotel and maintain the brand. Responsible for the reception of important customers of the hotel and the planning and arrangement of important events. Regularly visit media units, close communication with customers, and establish good media relations. Complete other tasks assigned by the Marketing Director.
Knowledge requirements	1. Education level: college graduate or equivalent or above. 2. Professional expertise: (1) Master the business knowledge of the department. (2) Have basic knowledge of art design. 3. Foreign language knowledge: be able to speak fluently with guests in more than one foreign language. 4. Other related knowledge: (1) understand the knowledge of hotel management; (2) knowledge of computer drawing.
Competency requirements	Business implementation: (1) strong writing and language skills; (2) proficiency in computer graphics Film production software; (3) familiar with the use of various photographic equipment. Organization and coordination: (1) Coordinate the relationship between the artist and various departments, establish a good communication channel, and ensure that the information communication is timely, accurate and effective. (2) Treat people fairly and fairly, be good at criticism and self-criticism, and be good at praising and motivating employees.
Experience requirements	Have more than 3 years of experience in the same or similar industry in high-star hotels.
Training requirements	Previous professional training: tourism professional training and hotel management knowledge. Training ability: Can use different ways and methods to motivate group members to carry out effective training.
Hierarchical relationships	Direct supervisor: Marketing Director Direct subordinate: Art Director Relationship with other departments: level with the managers of each department
Other requirements	Hold a valid certificate. Be in good health and energetic. Able to travel for business. Dedication and dedication.
Appointment and removal of positions	Within the scope of preparation, the marketing director shall implement the appointment and dismissal application for the position according to the work needs, personal quality, work performance evaluation, etc., and first report to the human resources department for approval, and then approve the implementation by the general manager.

Artist Director Job Description

Department: Marketing Position: Director of Art
Primary responsibilities	Directly responsible for the brand planning manager, according to the requirements to complete the art design, production, such as billboards, billboards, banners, happy accounts, newspaper advertisements, hotel supplies, etc. Earnestly cooperate with relevant departments to do a good job in art production tasks, submit creative new ideas to improve the overall standards of publicity prints, as well as festival layout design and major banquet venue layout. Properly store and save the use of various art tools, pigments, materials, etc. Actively do a good job in the collection, collation, analysis and storage of various art materials. Assist with photography of in-house banquets and events, including staff events or the arrival of important customers to assist with photography of in-house banquets and events.
Knowledge requirements	Education level: Graduated from secondary school in fine arts or equivalent or above. Professional expertise: Master art and design knowledge. Foreign language knowledge: can basically understand foreign languages on computer software. Other related knowledge: (1) hotel management grassroots knowledge. (2) Computer cartographic knowledge. (3) Photography and video knowledge.
Competency requirements	Business implementation: (1) Proficiency in computer drafting software. (2) Proficient in the operation of various types of art production equipment. (3) Proficiency in the operation of various types of photography and video equipment. Organization and coordination: Have good interpersonal relations with the various departments of the hotel.
Experience requirements	More than two years of art work experience.
Training requirements	Trained as a professional artist.
Hierarchical relationships	Direct superior: Media Manager Relations with other departments: level with the heads of various departments
Other requirements	Hold a valid certificate. Modest and studious, quick to respond, willing to use the brain; Dedication and dedication.
Appointment and removal of positions	Within the scope of preparation, the brand planning manager shall apply for the appointment and dismissal of the position according to the needs of the work, personal quality, work performance evaluation, etc., and then report to the human resources department for approval, and then approve the implementation by the general manager.

Section III

Working standards and processes

Standards for business client reception

Name	Standards for business client reception
Department	Marketing Department	File number
Operator	Sales Manager	Action/Contact Object	Business Client/Marketing Department
work make sign permit	Individual guests usually contact the hotel by WeChat, Weibo, web page, and telephone when making a reservation. The Agreement Customer must provide the Agreement Number. If necessary, guests are asked to prepay the deposit or provide a credit card number after accepting the reservation to secure the reservation. Regardless of whether the reservation is accepted, the other party should be answered on the same day (the next day at the latest). First confirm the customer's name, company name, contact number, and other special requirements of the customer. Determine the number of nights, room type, arrival and departure dates required for the customer. Accurately implement whether the customer belongs to the team or individual customers, if the team will refer to the following "Marketing Department Tourism Group Customer Reception Regulations" and "Marketing Department Conference banquet reception regulations".

Business customer reception process

Sales Officer

Sales Manager

Government customer reception standards

Name	Government customer reception standards
Department	Marketing Department	File number
Operator	Sales Manager	Action/Contact Object	Government Customer/Marketing Department
work make sign permit	When receiving a government group, first understand the name of the group, record the contact unit, the total number of rooms, the number of foreign guest rooms, the number of accompanying rooms, the date of arrival, the arrival flight and time, the payment method, and determine the room price. Fill out the reservation form carefully. After the reservation is made, the dining, banquet and transportation matters will be implemented with the other party. When ordering a meal, ask the number of people, the standard of the meal, the time, and finally inform the other party of the place of the meal. When receiving campus group meetings, "Refer to the Reception Process of The Marketing Department Conference and Banquet". When receiving important government personnel, it must be implemented; etiquette greets, VIP elevator leads. When receiving a government group, first understand the name of the group, record the contact unit, the total number of rooms, the number of foreign guest rooms, the number of accompanying rooms, the date of arrival, the arrival flight and time, the payment method, and determine the room price. Fill out the reservation form carefully. After the reservation is made, the dining, banquet and transportation matters will be implemented with the other party. When ordering a meal, ask the number of people, the standard of the meal, the time, and finally inform the other party of the place of the meal. When receiving campus group meetings, "Refer to the Reception Process of The Marketing Department Conference and Banquet". 10. When receiving important government personnel, it must be implemented; etiquette greeting, VIP elevator leadership.

Government customer reception process

Sales Officer

Sales Manager

Standard of team customer reception

Name	Standard of team customer reception
Department	Marketing Department	File number
Operator	Sales Manager	Action/Contact Object	Team Account/Marketing Department
work make sign permit	(i) Reception work 1. Put it in place in advance. 2. Understand the reception plan and the name of the tour group received, the number of group numbers, the number of tour leaders, the identity of tourists, the entry time and place of entry, the itinerary, and the license plate number of the car used to pick up and drop off guests. 3. Check the reservation and meal reservation records of the tour group, if there is any omission, immediately notify the relevant personnel to make up the relevant matters in time. 4. According to the itinerary, formulate the itinerary of the tour group, print the daily report, prepare the items, and do a good job in the group pick-up work. 5. Know in advance the exact time of tourists arriving at the station and airport. 6. Get in touch with the bellman and explain to the porter about the tour group. 7. After the tourist enters the store, he should immediately find the tour leader, introduce himself, welcome the arrival of guests, count the number of people, handle the baggage handover procedures, and do the following matters. 8. Assist tourists, especially the elderly, young children, pregnant women, and the disabled. 9. Count the number of people, greet them together with the deputy manager of the lobby, give a simple welcome speech, welcome the arrival of tourists, and wish tourists good health and happy travel. 10. Ask the tourist for the relevant documents, and carefully check, confirm that there is no error, and then hand it to the hotel reception attendant for check-in. The team liaison will distribute the key envelope to the guest (or in advance by an escort).
work make sign permit	11. Confirm the use of the room with the escort, meals, wake-up service, luggage storage, departure and other special arrangements. 12. Assist tourists to reach the guest room. 13. Deal with various problems encountered by tourists after entering the hotel. 14. Send out the tour group. 15. Assist tourists to settle accounts. 16. Verify the relevant tickets of tourists. 17. Assist the porter to pack up the tourists' luggage and carry them to the car. 18. After the completion of all the reception business of the tour group, the problems encountered in the reception process, successful experience, and deficiencies should be summarized and reported to the department manager. (2) Reservation preparations 1. Travel agency sends fax to make reservations. 2. When receiving a fax reservation from a travel agency, the sales staff first inquires the computer and the room control form to confirm whether the team can still be received at this time. 3. If you can confirm, write the room type, number of rooms, room rate, whether breakfast is included, the policy implemented, the payment method, the arrival date and time, and the departure date and time, and the means of transportation. During high season and weekends, it is necessary for the travel agency to pay a deposit for the room rate, which is not less than 30% of the total room rate. 4. In accordance with the work procedures, fill in the team reservation form, and the sales manager will submit it to the reservation group after signing and confirming the team reservation form, and the reservation group personnel will copy it to the relevant departments, and the department supervisor or above (including the supervisor) will sign and receive it on the reservation form.
work make sign permit	5. After the sales staff and the booking group confirm that there is no objection, the sales staff can confirm the signature on the fax and send a fax reply to the travel agency. 6. When filling in the reservation form, fill in according to the following procedures: (1) Whether it is a new reservation, change the reservation, cancel the reservation. (2) Travel agency name, group name, number of people, nationality. (3) Contact person and person in charge, telephone number, fax number. (4) Flight number/expected arrival at the arrival time. (5) Flight number/scheduled departure during the check-out period. (6) Reservation content, date. (7) Whether breakfast (Chinese or Western) is included. 7. According to different circumstances, the travel agency needs to remit the room payment to the hotel before the guest checks in. 8. Pay-as-you-go at the front desk: The tour leader or tour guide pays the room rate at the front desk, and the sales staff customer director assists in handling. 9. Indicate whether the mini bar is closed at the time of booking, if it is not closed, a deposit will be required. 10. For accounting, it is necessary to present the company's relevant account registration certificate and valid signature signature confirmation.

Team customer reception process

Sales Officer

Sales Manager

Long private room customer reception standards

Name	Long private room customer reception standards
Department	Marketing Department	File number
Operator	Sales Manager	Action/Contact Object	Long private room customer/marketing department
work make sign permit	First understand the actual needs of the guests combined with the actual situation of the hotel room, and then sell the guests the room that meets the needs of the guests. Understand the nature, credibility, requirements and long-term residence of the customer's company, pricing, quotation, after the commitment of the other party, written into the contract. Record the customer's contact address and contact person for investigation and contact. Understand customer payment methods and explain hotel payment requirements and regulations. The contract should indicate the time, room number and prepaid amount. Inform the front desk, finance department and housekeeping department, indicating the arrival and departure date, the type of room rented, the room number and the requirements. Notify the finance department of the customer's contact address, contact person, payment method. Depending on the situation of the guest, whether it is necessary to arrange to send flowers or fruits, if necessary, notify the relevant departments accordingly. Establish the corresponding benefits available to long-term guests, fill out the corresponding application form, and issue the discount card to the long-term guests so that guests can enjoy the corresponding discount when presenting the card. Find out the guest's birthday, and enter it to the computer, submit the form to the reservation group, so that it can enter the relevant information on the computer to ensure that the guest can enjoy the corresponding preferential items during the stay. A long-term resident list is issued on the 1st of every month to the front desk, finance department, housekeeping department, food and beverage department for the convenience of guests 10. Long-term guests sometimes postpone payment, so they should often contact the finance and keep abreast of the guest's expenses. If the guest has not paid the rent for two months, he should ask the finance department to contact the guest to explain the hotel regulations to the guest, indicating that the hotel will handle it in accordance with the contract. If it is found that the guest has not fulfilled the contract, he should contact the floor attendant and the security department to pay attention to the dynamics of the guest at any time, both to retain the guests and avoid the loss of the hotel.

Long private room customer process

Sales Manager

Sales Officer

Sales Manager

VIP customer reception standards

Name	VIP customer reception standards
Department	Marketing Department	File number
Operator	Marketing Director/Sales Manager	Action/Contact Object	VIP Customer/Marketing Department
work make sign permit	Check with the front desk to the room where the guest is staying, and collect the key in advance so that the guest can be sent to the room immediately when the guest arrives. Check whether the equipment in the VIP room is complete and in good condition, whether the flowers, fruits and general manager's salute letter provided for the VIP have been placed, and whether other items are available. Contact the banquet department to arrange the catering of vips during the museum, in which the place, time, number of people, dining standards, etc. should be determined, and special guests should also take care of their eating habits. Accurately grasp the arrival time of the VIP's transportation (including planes, cars, ships, etc.). After summarizing the above points, write a report and submit it to the general manager, and notify the relevant departments (such as: lobby deputy manager, security department, front desk department, etc.). The director of the marketing department, the manager of the sales department and the relevant personnel should wait for the arrival of the guests at the west gate on the first floor. Parking spaces should be reserved at all times at the entrance. After arriving, guests should take the initiative to greet and introduce themselves, and then lead guests to the floor where guests are staying by elevator (if necessary, a special elevator can be arranged by the security department). Guests fill in the check-in form on the floor before delivering it to the front desk. 10. Supervise the porter to send the luggage to the guest's room in time. 11. Individual guests with higher status should also notify the security department to do a good job in the safety and security of VIPs. 12. Keep in touch with the relevant escorts at any time, cooperate with each other well, and solve emergencies in a timely manner. 13. The daily meals and banquets of VIPs are arranged according to the planned location and time, and they should be implemented with the banquet team of the catering department at any time. During the meal, guests should pay attention to meeting their temporary needs. 14. Implement the departure time of the guests to bid farewell in the lobby. 15. Notify the baggage group and send the guest's luggage to the relevant place in time. 16. Assist the collection staff of the finance department to settle the guest's consumption in the hotel. 17. Send the guest out of the door until the guest leaves.

VIP customer reception process

Sales Manager

Sales Officer

Sales Manager

Standard of reception for meetings and banquets

Name	Meeting banquet standards
Department	Marketing Department	File number
Operator	Sales Manager (Banquet & Commercial)	Action/Contact Object	Conference & Banquet Client/Marketing Department
work make sign permit	(1) Book meetings 1. Reservation information. --Name of the conference company; --The name and title of the organizer of the meeting; --Contact number, fax or EMAIL; --Date and time of the meeting; --Number of participants; --Type of meeting; --whether there is housing or meal information; --Checkout method; 2. Check whether the conference venue is available for use and confirm with the guests. 3. Register the meeting reservation information in the reservation book. 4. Prepare quotation fax or interview according to customer requirements. 5. According to the booking information, the "Conference and Banquet Reservation Forecast Form" will be sent to the relevant departments 5 days in advance, so that each department can prepare in advance.
work make sign permit	(2) Confirmation of the meeting 1. After determining the meeting arrangement through interview or fax, the meeting contract or agreement will be confirmed in writing and signed by the guest or signed by fax. 2. Sort out the above confirmation information and all quotations, and sort the designated file folder according to the date to facilitate future information query. 3. According to the contract or agreement, the conference banquet notice (EVENT ORDER) will be sent to the relevant department 3 days in advance, and the class leader or above of each department will sign and confirm the receipt. In exceptional cases, the ISSUANCE OF THE ENVET ORDER MUST BE ISSUED ON THE DAY BEFORE THE MEETING. (3) The convening and arrangement of the coordination meeting 1. Monthly: Once a month, coordinate the managers of relevant departments to attend the regular meeting of the marketing department, and the specific time is by the marketing director 2. Large-scale meeting or VIP reception: notify the managers of each department three days in advance to attend the coordination meeting, and analyze the key issues specifically. (4) Reception of meetings 1. The day before the meeting, the marketer must go to the conference room in accordance with the content requirements of the EVENT ORDER to check the table, facilities, equipment, items preparation, etc. and communicate and coordinate with the catering department 2. Check the equipment status of the conference room one hour in advance on the day of the meeting, such as power supply, air conditioning, audio, etc 3. Wait for the meeting organizer in the lobby or in front of the conference room one hour in advance, and communicate with them in advance 4. During the meeting, through the service personnel to understand the progress of the meeting, the situation of holding, etc., for emergency problems or accidents, calm response, calm handling and timely reporting and communication with the superior leaders 5. Marketers have the responsibility to follow up the whole meeting during the meeting and coordinate various departments if necessary

Reception Standards for Meetings and Banquets (continued 1)

Name	Meeting & Banquet Standards (continued 1)
Department	Marketing Department	File number
Operator	Meeting Co-ordination Manager	Action/Contact Object	Conference & Banquet Client/Marketing Department
work make sign permit	(continued from previous page) The manager does a good job of meeting reception. (5) Checkout 1. 4 hours before the end of the meeting, check whether the cashier has prepared the bill and checked the content and price. 2. During the meeting, after the daily meeting, the marketer must immediately go to the front desk to check the accounts of the day 3. After the meeting, follow up the guest checkout. (6) Summary of the meeting 1. After the meeting, do a good job of analyzing the operating income statement for information to be checked at any time 2. Communicate with the meeting organizer in time after the meeting, collect feedback and do a good job of information statistics and report to the superior. (7) Return visits to customers 1. Call back to the customer on the second day after the meeting to understand the opinions and suggestions of the guests' overall conference reception. 2. Regular fax mailing of hotel promotional materials.
work make sign permit	3. Visit customers, give gifts or banquets according to the actual situation to increase guests' loyalty to the hotel. (8) Other matters needing attention 1, conference banquet dining: must be determined 3 days in advance to determine the number of diners, the number of determined numbers is the minimum number of people charged, if the actual number of people is not enough to determine the number of people, according to the number of people charged, if the actual number of people exceeds the number of people, according to the actual number of people charged. 2. If the company cancels the meeting meal after the meeting banquet meal is determined, the hotel will charge the cancellation fee: 20% of the total fee will be paid three days before the meeting or banquet. 3. 30% of the total amount must be paid 24 hours before the meeting or banquet. 4. On the day of the meeting or banquet, 50% of the total fee must be paid. 5. During the conference and banquet, if the company has any loss of hotel property, its costs shall be borne by the company. 6. The hotel is prohibited from bringing its own drinks and food during meetings or banquets (special circumstances may be discussed separately). 7. The company shall prepare the balloon in the air, but the hotel shall be allowed to hang it after going through the formalities of the urban management and meteorological bureau. 8. Deposit and checkout: must be in one week, to the front desk to pay a deposit of 20% of the total cost of the conference, pay the full deposit of the conference before check-in, after the meeting, the person in charge of the meeting must settle the costs generated in the meeting, more refund less, the hotel issued an official invoice. If the deposit requested by the Hotel is not received on the stated date, the Hotel shall deem that the Reservation will be automatically cancelled by the Company. 9. During the meeting, please keep the items carried by the guests properly, in case of accident or loss, the hotel only assists in the investigation and does not assume any responsibility.

Reception procedures for meetings and banquets

Sales Officer

Assist the sales manager in his work

Sales Manager

Section IV

Management system

Management system cover

〔Name of the system〕	File number
The version number
Preparation department
Preparation time
Revision history
serial number	File number	Start and end dates	Preparation department
1	reach
2	reach
3	reach
4	reach
5	reach
6	reach
7	reach
8	reach
9	reach
10	reach
11	reach
12	reach
13	reach
14	reach
15	reach
annex
Archiving department	Archive age	Contact	Contact number

Note: This form is used as the cover page of each system and is filled in according to the actual situation.

Disciplinary system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Disciplinary system	Archiving department	Sub-sectors
Archive age	perpetual
When entering the workplace, you must dress according to the regulations, wear the number plate, and keep your appearance and appearance clean. Obey the arrangements of superior leaders and conscientiously complete various tasks in accordance with the requirements of regulations. Don't make loud noises, argue, gossip, or make personal phone calls in the office. During working hours, do not leave the post without authorization, string posts, sleep, etc., and do not do things that are not related to work. Don't chase, frolic, or smoke in the work area. Restaurant food and other items shall not be handed over to others without authorization. Do not eat and take the food of the guest restaurant, do not take your own food back to work to eat and store. Consciously maintain hotel facilities and equipment, and compensate for damage to public property in accordance with regulations. Consciously develop hygiene habits and keep the workplace clean and tidy. Consciously participate in the business knowledge training of the department. During the shift, friends and family members are not allowed, and it is strictly forbidden to use the convenience of work for personal gain. Do not use working hours or hotel customer information for other part-time jobs. Do not bring hotel customer information out of the hotel and do not disclose information. Do not use personal relationships to make the front desk change the room rate without authorization. Outstanding matters will be implemented with reference to the Employee Code, and the Marketing Department has the right to interpret this system.

Attendance system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Attendance system	Archiving department	Sub-sectors
Archive age	perpetual
Do not be late, leave early or absent from work without reason, and punch in 5 minutes in advance of work every day, and punch in 5 minutes after work. And truthfully fill in the attendance situation in the office (such as: late arrival, early departure, forgetting to bring the card or rest, etc.), and do not allow others to replace the punch card. Rest must be taken one day in advance and fill in the leave application form, and can only be rested after approval, and those who do not take leave shall be treated as unexcused absences. Hospital signature certificates are required for sick leave. At the end of each month, the clerk of the marketing department is responsible for attendance statistics, and the director signs and confirms it and submits it to the human resources department for signature. The outstanding matters will be implemented with reference to the Employee Code, and the Marketing Department has the right to interpret and modify this system.

Conference system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Conference system	Archiving department	Sub-sectors
Archive age	perpetual
From Monday to Friday, a morning business meeting chaired by the department manager is held from 9:05 a.m., and a weekly work communication and coordination meeting chaired by the department manager is held every Tuesday at 17:00. Participants are not absent, late, and leave early, make time arrangements, and if there are special circumstances, they should inform the department manager in advance and apply. Every morning, we will report to the department manager on the day's work. The weekly work coordination meeting reports the specific situation of the week's work to the department manager and summarizes it. Every Tuesday, the Marketing Director will cover the relevant content of the executive meeting of the day, the sales summary for the week, market trends, business skills discussion and next week's work plan. The meeting is recorded by the department's internal staff and the meeting minutes are formed and archived. Archived meeting minutes (except for the hotel general manager, deputy general manager, assistant general manager, director, director, department manager can be queried, other personnel to check the department director approval). The Marketing Department has the right to interpret and modify the above system.

Visitor system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Visitor system	Archiving department	Sub-sectors
Archive age	perpetual
Prepare to go out one day in advance and prepare your hotel profile, business cards, agreements and hotel brochures. Classify the visiting customers one day in advance, make a list of customers to visit the next day, and make an appointment by phone. Marketers visit from 9:30 to 17:00 every day and develop a route to visit customers a day in advance. When going out to visit, you need to wear a uniform uniform, maintain a good image, and maintain the image of the hotel. Marketers don't do anything else that isn't related to work when they go out to visit. Every day, record the details of the customers you visit and ask for business cards. By 17:00 p.m., marketers must return to the hotel and fill out daily log statements and visit records. Summarize your experiences and summarize them weekly in writing. The Marketing Department has the right to interpret and modify this system.

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Gift system	Archiving department	Sub-sectors
Archive age	perpetual
The Marketing Department has the right to use the hotel to be responsible for special souvenirs and gifts as official gifts. Gifts and premiums are stored and managed by the department secretary. Marketing department employees due to business needs to increase the number of gifts, must fill in the gift application form, in advance by the manager of the department personally signed before the effective use, distribution, high-end gifts need to be signed by the marketing director to take effect, special circumstances can first seek oral consent, first to be used, and then make up the procedures. In the gift gift registration form, the content should at least include: the giftee, the name of the unit, the position, the telephone number, the name of the gift, the quantity, the applicant, the handler, and the approver. The department secretary will issue the gifts that have been signed and approved, and the two sides will check whether the accessories of the gifts and the internal and external packaging are moldy, defective or stained, and confirm that there is no error before giving them to the guests. The cost of the gift premium will be charged to the sales expense of the marketing department. After the application of souvenirs and gifts, the secretary of the monthly marketing department needs to sort out and announce the delivery of souvenirs last week at the regular meeting of the department. The Marketing Department has the right to interpret and modify this system.

Banquet system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Banquet system	Archiving department	Sub-sectors
Archive age	perpetual
The marketing department manager level and the marketing department personnel have the right to apply for official banquets. The application for the banquet must be approved in writing by the manager, director and general manager of the department in advance before it can take effect, and if there are special matters, it will be submitted for approval as soon as possible after the banquet. The application content should include: the date, time, and place of the banquet; the inviting person, position, unit, number of people, telephone number, purpose of the banquet, per capita vegetable gold standard, estimated total cost, applicant, approver, etc. Except for special circumstances, it is strictly forbidden to use liquor and foreign liquor with too high prices and heights for official banquets. The manager of the department has the right to politely insert any official banquet to visit customers and check the official nature of the banquet. Official banquets should be based on the principle of "toasting and not persuading", and it is strictly forbidden to get drunk guests and marketers are not allowed to get drunk. The expenses of official banquets shall be included in the personal expenses of the department for assessment. The Marketing Department has the right to interpret and modify this system.

Archiving system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Archiving system	Archiving department	Sub-sectors
Archive age	perpetual
Developers in each market examine customers in detail and sign agreements for their spending power. After the customer signs the agreement, the salesman will hand it to the reservation department for entry. After the two parties to the agreement sign, one copy of the original is returned to the customer, the other copy is kept by the secretary of the marketing department, and the copy is handed over to the finance department for signature. After the hanging contract is signed (the name of the valid person who must accurately implement the signature), one copy of the original is returned to the customer, and the other copy is handed over to the finance department for signature. Copies are kept by the Marketing Secretary. After receiving the contract, the secretary of the marketing department must enter the customer information into the computer for inquiry. After the Finance Department accepts the contract, the Secretary of the Finance Department is responsible for keeping it, and the copy is handed over to the audit and the receivable accountant to sign. After the market developer signs the agreement, it should be issued in a timely manner to facilitate the work of various departments. The customer agreement shall be kept confidential, and all personnel in the sales department shall not disclose the relevant content of the agreement. The Marketing Department has the right to interpret and modify this system.

Material management system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Archiving system	Archiving department	Sub-sectors
Archive age	perpetual
The application for departmental goods shall be handled in accordance with the plan, practical number and approval procedures in accordance with the principle of diligent collection and less reserves, so as to prevent backlog and waste. When collecting items within the department, it is necessary to fill in the form for receiving the goods (the old for new items should be collected with the old items), write down the name, quantity, date and signature of the items to be used, and can only be used after confirmation by the clerk. The first person in charge of each branch shall count the assets of the Department at least once a month and update the asset inventory table, and notify the Asset Administrator of the Department as soon as there is any change. Department assets should be labeled, divided into labor, responsible for people, and regularly checked to ensure that the accounts and materials are consistent. The first person in charge of each branch shall supervise the maintenance of the assets of the department, the actual users should improve their sense of responsibility for asset protection to avoid artificial damage, the temporarily idle assets shall be kept by the asset manager, and the valuables shall be stored in the locked cabinet. According to the hotel material management regulations, if there is loss or damage, you need to fill in the relevant forms and follow the relevant regulations of the hotel. In the event of a change in personnel in a department (separation, transfer), or a change in the user of assets, the first person in charge of each division shall be responsible for checking the relevant assets and making corresponding changes in the asset inventory table, and reporting to the asset manager. The asset manager should make a basic check of the assets of the department every week, and do fine checks every month, so that the mind is clear, the assets should be revitalized, and the idle assets should be allocated or returned to the general position in time to avoid squeezing.

Energy saving and emission reduction system

Preparation department	Marketing Department	Preparation time	Aug. 15, 2016	File number
Issuing department	Sub-sectors	Publication time	Aug. 15, 2016	The version number
Archiving system	Archiving department	Sub-sectors
Archive age	perpetual
Energy conservation and emission reduction responsibilities of the Headquarters The first person in charge of the department implemented the energy conservation and emission reduction system of the entire department in place Department clerks and branch managers are responsible for the formulation and improvement of the department's energy conservation and emission reduction system, operate in strict accordance with the daily energy conservation and emission reduction operation process of the office, check the implementation of the energy conservation and emission reduction work of the department and each branch, and strictly implement it according to the reward and punishment system. The members of the departmental energy conservation and emission reduction team are responsible for improving according to the recommendations made by the hotel energy conservation and emission reduction team when inspecting the work. Strengthen staff training and enhance employees' awareness of energy conservation and emission reduction. Responsible for the collection, collation and archiving of departmental energy conservation and emission reduction data, and cooperate with the hotel to submit energy conservation and emission reduction improvement plans and measures. Daily energy saving and emission reduction operation process Marketing Department office daily energy saving and emission reduction control management system. (Attachment) Marketing department energy saving and consumption reduction self-check self-test form. (Attachment) Inspection and rewards and punishments Energy saving and emission reduction work checklist. (Attachment) According to the energy-saving checklist regular or irregular inspection, the inspection of excellent according to the "Hotel Employee Reward and Punishment Implementation Management Measures" to apply for rewards, unqualified inspection is also in accordance with the "Hotel Employee Reward and Punishment Implementation Management Measures" to give criticism, the issuance of "Correction of Discipline (Violation) Notice", the issuance of "Negligence Notice", the reduction of floating wages, the termination of labor contracts and other penalties, and within a time limit for rectification, re-inspection and rectification will be not in place will increase the punishment. Encourage employees to put forward suggestions for rationalization of energy conservation and emission reduction, provide "golden ideas" for energy conservation and emission reduction, and for employees who have achieved practical benefits in energy conservation and emission reduction work, in addition to general commendations, they can also apply to the hotel for special incentives for energy conservation and emission reduction according to the size of their contribution, and give material or economic incentives. Archive management The branch hangs the energy-saving and emission-reduction system and operating procedures in the office area, and fills in the inspection form and reward and punishment records on schedule. The self-inspection form for energy conservation and emission reduction of the branch shall be kept by each branch, and the manager of the branch shall check the content of the inspection form and sign it for confirmation. The inspection form and reward and punishment records are submitted to the department for archiving for one quarter, and the department clerk is responsible for the overall statistics and archiving. The department clerk is responsible for the management of the department's energy conservation and emission reduction files, establishes a directory according to the requirements of file management, and urges each team to submit the energy conservation and emission reduction data of the team to the department for archiving on time and in accordance with quality. Supplementary Provisions This system is refined according to the requirements of the hotel's "Energy Conservation and Emission Reduction Management System", combined with the actual work of the headquarters, and the marketing department is responsible for interpretation. This system shall be implemented from the date of official issuance.

Section V

Manage tables

Call log sheet

Caller's name	Incoming call time	Year, month, day and hours
workplace	Incoming call number
Answerer	Incoming phone number
The main content of the incoming call
Leadership instructions
Deal with the situation

Visitor Visit Record Form

Visitor name	Visiting time	Year, month, day and hours
workplace	Identity
Interviewee	Reception
Reception of visitors
Leadership instructions
Follow up on the situation

20-year document registration form

serial number	date	Post	File title	annex	Number of servings	Served unit	Signer	Fall into Volume number	remark
month	day	word	number
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

Company Visit Record Form

Visit the company name	Receptionist and their position	Contact number
Purpose of the visit
Interview content
Directions for use: This table is a company visit record form and is only used for companies visited again. Please conduct interviews based on the direction of the hotel's operation and near-term sales targets.

Recorded By: Date: Year Month Day Review:

Records of new company visits

Visiting Company Name:	Receptionist and position	Contact number
Company Profile
Price receptivity
Reception of the hotel
Special requests
Status of the meeting	、
Facility service evaluation
Business opinions
other

Recorded By: Date: Year Month Day Review:

Artist production application form

Applicant department and applicant
Director of Application Department (Manager)
Contact number	Date of application	Delivery date
topic
Information Description:
All external publicity costs of more than 80 yuan are subject to the approval of the general manager
Please submit this ticket to the Planning Department 5 working days in advance. Urgent orders need to be signed by the general manager to take effect.
PR Planning Manager	Director of Marketing	Approved by the General Manager

Weekly sales department visit report

Weekly sales call report

WEEKLY SALES CALL REPORT

Period Date: Sales Manager. Marketing Manager - Travel Agency Group: ________

Weekly Review Of the Week (Sunday-Next Saturday)

Number of visits	Existing customers	New customers
Telemarketing	Key customers	Agreement signed
Stayed in the room for the night	Room income	Banquet/conference revenue
gross income	Budget completion rate	/

Sales Call Review Sales Summary

Name of Company

Customer name

Sales Leads / Action / Results

Sales

Key customer visits:

New Customer Development:

Completed Meeting Sales:

The name of the meeting	Date of the event	Housing situation	Food and beverage revenue	gross income
/	/	/	/	/
total	/

Membership Card Sales:

Customer/company name	circumstance
Membership
Top-up card

Expected arrival team/banquet next week:

Group/banquet name

Date/Time

place

Number

Estimated consumption

Loss of Business Lost Business Analytics

business

Customers

date

Overview of the event

revenue

cause

Special Sales Action Special Sales Campaign

Special promotion	circumstance
1	/	/

Entertainments has a reception this week

date	client	firm	objective	project	expenses
/	/	/	/	/	/
total	/

Customer Feedbacks Customer Feedback

Date

Company Name

Customer/Position

Feedback

Relevant departments

Competitor Survey Hotel Updates

Average housing rate for one week

Average room rate

Promotions

Team/Meeting/Banquet Reception

9. Needs & Suggestions Recommendations and Requirements (√)

□ market development □ business support □ training needs □ department management □ employee activities

Content:

Energy saving and consumption reduction self-inspection self-test table

month	Spot checks
For the first time	second	Third time	Fourth time	Fifth time
January
February
March
April
May
June
July
August
September
October
November
December