高級(jí)人力資源管理學(xué)習(xí)名企案例__瑞吉紅塔酒店D103PublicInquiry

1、THE ST. REGIS SHANGHAI上海瑞吉紅塔大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task 任務(wù)： Public inquiry 回復(fù)咨詢Code 序號(hào)： OH-SM-MC-D103Objectives目的： At the end of this session, each trainee will be able to release relative information regarding hotel professionally and accurately.課程結(jié)束后，每個(gè)學(xué)員都能夠?qū)I(yè)并正確地發(fā)布飯店的消息。Standard 標(biāo)準(zhǔn)： 1.

2、The Marketing Communications Department will release official statements and announcements on Brand, Corporate and the Hotel to the media, press and the general public.公關(guān)部將負(fù)責(zé)對(duì)媒體、報(bào)界及公眾發(fā)布有關(guān)飯店、品牌和集團(tuán)方面的聲明和消息。2. Releases will be issued at the right time, to the right target audience, with the right conte

3、nts by using the most effective and efficient means.公關(guān)部的正式聲明將以最高效迅速的方式在合適的時(shí)間發(fā)布給正確的目標(biāo)受眾。3. All release of official statement will be subject to prior approval of General Manager.所有的正式的信息發(fā)布必須事先獲得總經(jīng)理的批準(zhǔn)。Resources培訓(xùn)器材： White board with mark pen白板、馬克筆MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟Introduction- The Mark

4、etingCommunicationsDepartmentwillLecturerelease officialstatements andannouncements on介紹Brand, Corporate and the Hotelto the media,press講座式and the general public.公關(guān)部將負(fù)責(zé)對(duì)媒體、報(bào)界及公眾發(fā)布有關(guān)飯店、品牌和集團(tuán)方面的聲明和消息。時(shí)間10Minutes10 分鐘Note: If the MarketingCommunicationsManager is notavailable orin his/her absence, the

5、Director ofSales & Marketing will be fully responsible for it.注意：如果公關(guān)部經(jīng)理不在，則由市場(chǎng)銷售總監(jiān)完成。Latest Updated: 9/16/19Page 1 of 3Question and-Upon receivingan inquiry,the MarketingdiscussionCommunications Manager will find out:提問(wèn)并分組討論1.The identity of the inquisitor2.Purpose of the inquiry3.Contact info

6、of the inquisitor接到問(wèn)詢時(shí)，公關(guān)部經(jīng)理需要了解：1.問(wèn)詢者的身份2.問(wèn)詢的目的3.問(wèn)詢者的聯(lián)系方式- Ask question: what kind of inquiry can MC manageranswer?-提問(wèn)公關(guān)部經(jīng)理應(yīng)回答什么樣的問(wèn)詢。Explain answer on1.Allinquires from the general public seeking forwhite boardinformation oran official statement, on Brand,用白板寫(xiě)出答案并解Corporate or the Hotel.釋凡是來(lái)自公眾方面尋求

7、飯店信息或關(guān)于品牌、集團(tuán)和飯店方面的正式聲明的問(wèn)詢。2.Allinquiries received from themedia and pressseeking an answer or a statement about the Brand,Corporate, the Hotel or a specificissue/informationof a confidentiality nature or that is not published inthe hotel collateral.所有來(lái)自媒體和報(bào)界方面問(wèn)詢有關(guān)品牌、集團(tuán)及飯店的問(wèn)題、或是飯店宣傳品上沒(méi)有提供的機(jī)密的專門話題或信息。

8、- The Marketing Communications Manager and the Director of Sales & Marketing will use their best initiation and discretion to entertain such inquires professionally and promptly.公關(guān)部經(jīng)理和市場(chǎng)銷售總監(jiān)將積極主動(dòng)地以專業(yè)的方式迅速地回答這類問(wèn)詢。- If necessary, the General Manager will be briefed and consulted before an official response is made by the Hotel.如果需要的話，在飯店發(fā)布正式的回復(fù)之前，公關(guān)部經(jīng)