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1、CATERING & BANQUETMANUAL 宴会销售及服务运作手册Terms and Conditions条款与规定1. Tentative Booking-Will be held for a period of 14days only, after which time, the space will be released.未确定的预定条款-如预定没有确定，那么所预定的房间保留期限为14天，超过这一期限，将不保证所预定的房间。 2. Deposit-A minimum deposit of RMB 5,000.00 or 30% (whichever is greater) of

2、the estimated food and beverage costs. The deposit is required at the time of confirming the booking.预定金条款- 如果预定已确定，那么需对方支付预定金。预定金是以5000或根据食品与饮料的30%来计算。 3. Function Cancellations-Notified 7 days prior to the date will be reimbursed the full deposit. Written notification received 7-3 days prior to th

3、e date will be reimbursed 50% of the full deposit. Functions cancelled less than 30 days prior to the date, will forfeit the total deposit.活动取消通知条款 收到宴会取消通知在7天之前，将退还所有预定金。收到宴会取消通知书在3-7天之内，将退还50%的预定金。收到宴会取消通知书在少于3天之内，将扣除所有预定金。（宴会取消通知必须以书面的形式） 4. Final Details-Menus, beverage arrangements, entertainme

4、nt, audio visual requirements, room set ups, starting and finishing times must be confirmed in writing 5 days prior to the function.确定所有细节的条款- 对于菜单、饮料安排、娱乐设施、视听设备、场地布置、开始与结束时间等一些细节问题，必须在5天之前以书面形式与酒店确认。5. Commencement and Vacating of the Rooms-The organizer agrees to begin the function and vacate the

5、 designated function space at the scheduled times agreed upon, In the event a function should go beyond the agreed finishing times, the Hotel reserves the right to impose a charge for each hour and part hour the function space is greater.房间租用时间条款- 组织者根据合同上规定的时间使用房间。如会议或宴会延长时间超过合同规定的时间范围，本酒店有权加收相应的房间

6、租金。 6. Guaranteed Numbers-Are required three（3）working days prior to the function and charges will be based on the guaranteed number or final head count whichever is greater.保证人数- 保证人数，要求贵方提前3个工作日，以书面的形式通知酒店，在结帐时，用实际人数与保证人数作比较，并采用人数多的计算。 7. Payment-All function accounts are to be paid for in full pr

7、ior to the event unless alternative arrangements have been made with the Hotel by way of a credit facility. All approved credit arrangements require full payment within seven (7) days of the function.付款方式-所有活动的费用应在此活动结束之前全部付清，除非您在本酒店有一定的信誉度。但如果有此类情况也应在活动结束后的7天内付清活动费用。8. Outside Contractors-For all s

8、tage set ups produced by outside contractors, plans must be approved by the Hotels Chief Engineer a minimum of 30 days prior to the event. The outside contractors must liaise with the Hotels Chief Engineer in all matters of delivering, set up and breakdown.外部合约者-如果您的舞台是有您的外部人员帮您搭建而成的话必须在提前14天把计划交给我酒

9、店的工程部，该外部人员在运输材料、搭建以及拆除的时候必须联络酒店工程人员。9. Displays and Signage-No items are to be attached, pinned glued to the wall surface of any pre-function, function room or hotel room. Signage in Hotel Public Areas are to be kept to a minimum and must be approved by the Hotel. 摆设与指示牌-在任何房间内外以及客房内的墙上禁止用大头针、胶水，在酒

10、店公共区域安放指示牌必须得到酒店的批准。10. Damages-Clients will assume responsibility for any and all damages caused during the function by any of their guests or any other persons attending the function, whether in the rooms reserved or in any part of the Hotel.损坏-如在此活动中任何在该活动中的客人损坏任何酒店的物品，承办者将承担责任。TABLE OF CONTENTS目

11、录1. Welcome欢迎加入宴会部2. Catering Department宴会销售部 Department Objectives部门工作目标 3. Organization Chart宴会销售/服务部成员组成结构图4. Job Description工作祥述5. Dos and Dont行为准则6. Making Customers Welcome如何迎接客人7. If a Guest Complains当客人投诉时8. Telephone Technique电话机技能9. Distribution of Document文件的发送10. Catering Managers Checkl

12、ist宴会经理检查目标11. Catering Checklist for Functions宴会活动检查目标12. Booking Policies and Procedure预定活动规则和程序13. Catering Sales/Reservation Knowledge宴会销售/预定准则14. Catering Inquiry Form宴会活动调查表15. Sample of Proposal Letter计划书样本16. Sample of Confirmation Letter确认信样本17. Sample of Event Order Sheet宴会活动单样本18. Sample

13、of Amendment Sheet修改单样本19. Trace Form内部追索单20. Tracing Letter to Guest Asking for Confirmation活动确认情况追索信21. Tracing Letter to Guest致客人追索信22. Guest Questionnaire征求客人意见表23. Thank You Letter感谢信24. Thank You Letter sent to Guest after Each Cold Call外出销售后所发的感谢信25. Lost and Found Procedure失物招领程序26. Safety a

14、nd Security安全保卫27. Glossary 综述WELCOME 欢迎加入宴会部We would like to take this opportunity to welcome you to the as part of our Catering/Banquet Team.我们想借此机会欢迎你加入 成为宴会部的一员.Our Catering/Banquet Department would only be possible to achieve quality services provided to our guests with your true team spirit.宴会

15、部只有依靠大家团结合作才能为我们的客人提供最优质的服务.We welcome you to join us in the team and as we are constantly moving along to upgrade and improve our standard of services to our guests, we hope that you can assist us to achieve this goal by contributing your best efforts.欢迎你加入到宴会部, 我们要不断的为客人提供更高标准的服务, 希望大家都尽自己最大努力, 协助

16、我们达到这个目的.To help you along the way, we will provide you, with proper training ,understanding and a good working environment as much as possible.我们会尽最大可能帮助你, 提供必要的培训, 指导和良好的工作环境.Please come to us for any assistance that you may require and we will be only too happy to help.如果要寻求任何协助, 请告诉我们, 我们会非常高兴为您

17、提供帮助.Remember, door is always open for you.请记住, 宴会部的大门任何时候都为你敞开.CATERING DEPARTMINT 宴会部Departmental Objectives 部门工作目标1. To upgrade client service and to provide high standard of client dealings through intensive series of selling seminars.通过我们销售的一些列服务齐备的研讨会, 提高以及增多对客人的服务, 提供更高标准.2. To address the pr

18、esent competition in the market by maintaining visibility in the market place through regular and productive sales call and through active and sensible entertainment of clients in the different hotel outlets complimented by showroom exercises.通过经常不断的外出销售, 以及接待客人在各餐厅用餐, 和销售人员带客户参观客房以及其它场地设施, 保持酒店在当前市

19、场上的竞争地位.3. To design a comprehensive banquet sales kit complete with floor plans, menus and all relevant banquet information设计一套完备的宴会销售资料, 包括场地平面图, 菜单, 以及其他宴会有关信息.4. To develop special packages addressed towards specific social occasions in order to capture events that can compliment regular busines

20、s, such as spring festival package, wedding package, Chinese banquet package and year-end package (Christmas Eves dinner dance, New Years Eve party etc.)对于社会上一些特殊的日子, 为了赢得固定的生意, 我们将增加特殊节日包价活动. 比如春节包价(圣诞前夜晚会, 新年除夕晚会)5. To maintain a cohesive business relationship with existing key accounts through re

21、gular sales call and entertainment of the decision-makers in the outlets.通过经常性的外出销售, 和销售人员请活动组织者吃饭, 保持与主要客户紧密的商业关系.6. To develop special Embassy Nationals Day reception package. Package rate to be established after market survey from main competitors.增加特殊的大使馆国庆节招待会包价, 价钱要通过对市场上主要竞争对手调查后再决定.7. To org

22、anize joint promotional receptions with Sales and Marketing targeting mainly the key/potential account.要和销售部共同为主要的或有潜力的客户举办促销招待会.8. To develop special meeting package to attract meeting planners. 要增加特殊的会议包价吸引更多的会议组织者.ORGANIZATION CHARTOf the Catering Department宴会销售/服务组成结构图(省略)JOB DESCRIPTION 工作程序Cat

23、ering Manager 宴会经理Relationships 各方关系1. Reports directly to the Executive Assistant Manager in charge of Food & Beverage.直接向餐饮部总监汇报工作。2. Works in coordination with sales, public relations, rooms, food and beverage, finance and other appropriate in-house staff as required.工作需要时要与销售部、公关部、客房部、餐饮部、财务部、以及

24、其他有关店内员工协调工作。3. Supervises the Banquet Service Manager, Catering Sales Staff and supporting staff.监督管理宴会服务经理、宴会销售人员及其他有关部门员工。4. Acts as primary contact between Hotel and client once an event has been confirmed.活动确认下来以后，要作为酒店与客人的主要联系人进行联系。5. Maintains relationships with individuals outside the Hotel

25、to include but not limited to, clients, competitors, and special event planners, travel agents and all direct suppliers of required related service.与店外的某些人保持联系：包括客人、竞争者、特殊活动的组织者、旅行社人员以及有关服务提供者。Job Summary 工作概要Provides overall supervision of the Catering Department and ensures that budgeted revenues

26、are achieved through the highest standard of quality and service.监督管理宴会销售及服务部，保证通过高标准的服务完成预算收入。Duties and Responsibilities 工作职责1. Ongoing guidance and support to all departmental staff in planning and execution of assigned conferences, banquets and functions in general.宴会部员工对所分配的会议、宴会活动进行准备实施时要给予不断的

27、支持和引导。2. Ongoing review and approval of all function event orders, Contracts/ Confirmation letters and other materials sent to clients and distributed to other Hotel departments.对所有发给其他部门或客人的宴会活动单、合同/确认信和其他文件要进行查阅和审批。3. Ensures contribution to budgeted food and beverage revenues through adherence to

28、 pricing and policies set by the food and beverage department.坚持按照餐饮部规定的价格和政策确保完成餐饮预算收入。4. Obtains tentative conference programs for definite groups booked by the sales department one year out and definite conference programs six months out by establishing personal contact with client using correspo

29、ndence, fax, tales, telephone, etc.对销售部所做的下一年内的会议预定应得到暂定的活动程序安排，下半年的预定应得到确认的活动安排，要通过信件、传真、电传、等方式与客户建立个人联系。5. Assigned function space for tentative and definite bookings and ensures that entries are accurate and complete with detailed information.合理分配暂定和已确认活动的场地，保证所记录信息准确、完备和详细。6. Ensures all Functio

30、n Event Orders, Contracts/Confirmation Letters are written clearly and precisely保证所有宴会活动单、确认信等书写清晰准确。7. Notifies the Executive Assistant Manager for Food & Beverage and liaises with Sales and Marketing on any discrepancies or disputes regarding function programs.如果宴会活动程序发生任何变动或出现争议，应通知餐饮部总监。对于销售部所介绍

31、的活动应将活动进程通知给他们。8. Coordinates with departments concerned as regards to set-up, audio visual requirements, etc, for the successful execution of all banquets and function in general.为保证所有宴会活动举办成功，要和有关部门协调好摆台、安装设备等工作。9. Communicates all last minute changes and guarantees to other departments as require

32、d.要保证将最后的突然变动及时通知有关部门。10. Arranges and attends all Per-Event Coordination Meetings and introduces client to key hotel personnel.要安排并且参加每次活动前协调会议，把活动者介绍给酒店主要人员。11. Provides immediate in-house client contact and attends to clients special needs including coordination of outside services or in-house se

33、rvice. Familiarizes clients with hotel facilities and entertains in-house outlets when appropriate.当客人突然来访时要给予接待，尽量满足客人的特殊要求包括外卖活动的协调事务和店内服务，合适时要带客人参观场地，熟悉酒店设施场地。12. In conjunction with the banquet service manager, ensures that all function rooms are properly set-up and that hotel standards are main

34、tained.与宴会服务经理共同协力，对所有宴会厅和多功能厅活动的布置尽善尽美，确保酒店五星级标准。13. Conducts a quarterly review and update of function space entries in the function reservation book in coordination with the catering coordinators.与宴会销售人员一起每季度复查一次宴会预定本，更新内容。14. Maintains close working relationships with the room sales manager as r

35、egards to the handing of each event programmer对于销售部所介绍的活动要与销售部保持密切的工作关系。15. Follows XXX Hotels policies to achieve the highest standard of quality and service and to achieve budgeted revenues.遵守酒店规则，建立最高水平的服务完成预算收入。16. Ensures complete awareness of competitors activities at all times.应掌握竞争酒店的一切宣传以及其

36、它活动。17. Attends the weekly food and beverage meeting, monthly credit meeting, weekly catering coordination meeting, weekly room sales & marketing meeting and banquet captains meeting.参加每周餐饮部例会、每月信贷会议、每周宴会协调会议、每周客房销售和市场会议、每周宴会领班会议。18. Chairs the function coordination meeting on every Saturday at 10:3

37、0am and ensure that each supporting department understands the detailed requirements for all functions.主持每周六上午10：30的宴会活动协调会，保证相关部门明确各宴会的具体要求。19. Chairs the weekly catering sales meeting on every Monday at 2:00pm and ensures that sales objectives and targets are met.主持每周一下午2：00的宴会销售会议保证达到目的完成销售任务。20.

38、 Develops and maintains accurate well-documented account files in coordination with a file and trace system within the scope of the catering department.利用完善的客户文件存档和追索表的方法，增补和保留每个客户准确完备的宴会活动资料。21. Provides training and development to all subordinates.对下级进行培训教育。22. Performs all duties and responsibili

39、ties in a timely and efficient manner in accordance with established WoLong Grand Hotel policies to achieve the overall objectives of the position.遵照卧龙国际酒店所规定的销售要求、水准及方案，及时高效完成酒店给予的工作目标。23. Establishes and maintains effective employee relations.建立和保持良好的员工关系。24. Maintains the highest standards of pro

40、fessionalism, ethics and attitude towards all hotel guests, clients and staff.对酒店所有客人、员工保持最高标准的专业形象、工作道德和工作态度。25. Maintains professional business confidentiality.保守商业秘密。26. Performs related duties and special projects as assigned.随时履行酒店所给予的额外任务。JOB DESCRIPTION 工作详述Catering Coordinator 宴会销售人员Relation

41、ships 各方关系1. Reports and consults directly to Catering Manager whenever necessary.直接向宴会部经理汇报和协商有关事宜。2. Works in coordination with sales, rooms, food and beverage, banquet, beverage, kitchen, etc., and other support departments in the Hotel.要与销售部，前厅部，餐饮部，宴会服务，酒吧，厨房等酒店内有关部门协调并合作。3. Acts as primary con

42、tact between Hotel and client once an event has been confirmed as definite.活动确认下来后，要作为酒店主要联系人与客人联系。4. Maintains relationships with individuals outside the Hotel include but not to limited to, clients, competitors, special event planners, travel agents and direct suppliers of required related service

43、s.与店外的某些人保持联系，包括客人，竞争者，特殊活动的组织者，旅行社人员，以及有关服务提供者。Job Summary 工作概要Provides a high level of exposure for the Hotel in the local market through various sales activities.通过不同的销售活动，在本地市场扩大酒店知名度。Duties and Responsibilities 工作职责1. Maintains a high level of exposure for the Hotel in the local market through

44、direct sales calls, telephone calls, fax and contacts and written communications to accounts assigned by the Catering Manager. Cultivates sound business relationship with Decision Markers and influential personalities within the company in his specific accounts. Solicits business.宴会经理所给予以及分配的市场客户，通过

45、直接的外出销售，电话联系，传真，电传和书信来往，保证酒店在本地市场良好的知名度与活动决策者和公司的重要人物，建立良好的生意关系。2. Blocks entries in the Function Reservation Book (tentative and definite) and ensures that entries include accurate, complete and detailed information.要将所定的宴会活动在预定本上记录下来（暂定和确认）保证所填写内容准确，完整，详细。3. Composes proposal letters and confirmat

46、ion letters covering detail/ requirements for functions.每个宴会活动都要向客人提供细节详备的计划书和确认信。4. Issues Function Event Orders all arrangements and requirements and ensures that all instructions are clear and correct. Prepares E.O. attachments such as scaled floor plans, menus, flower order slips, transportation

47、 requests and event programmers, as required.根据安排要求出宴会活动单，保证所有内容清晰准确，同时准备宴会单附件包括：场地平面图、菜单、鲜花定单、车单和活动程序表。5. Prepares Event Amendments as required and ensures that information are accurate and clear. Communicates all last minute changes and guarantees to other departments, i.e., Kitchen, Banqueting, B

48、everage and Stewarding.按要求出宴会活动修改单，内容要准确、清晰，保证最后的临时变动及时通知有关部门，如：厨房、宴会服务、酒吧、管事部。6. Welcomes Function Organizers at the start of every function and ensures that all arrangements are in place.在每个宴会活动开始时要迎接活动组织者，保证一切安排就绪。7. Introduces the Banquet Manager or Banquet staff in-charge of the function to the Organizer and ensures that proper coordination rel