人员管理 - 杭州会议与奖励旅游官网

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MEETINGS
INCENTIVE
CONFERENCES
EXHIBITION/EVENTS
IN A HOTEL
by Henrietta Ho
Executive Assistant Manager
Hyatt on the Bund Shanghai
如何为会议提供专业服务
How to provide professional
MICE service
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会场管理
MICE venue management
人员管理
People management
食品与饮料
Food and beverage
音响视听及搭建
Audio & Video and pre-setup
合同的评审及审查
Contract review and check
危机管理
Crisis Management
Venue management
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Know seating capacity & dimensions of all
indoor and outdoor public function space
Know seating capacity of restaurants
Know outside catering options
Know competitors capacity and dimensions
Know what type of function is suitable for
which area in the hotel
** Do not commit to specific function room in
the early stage of contracting, so that you
can manage space profitably. Try not to
break a large room in the early stage of
contracting in case you can sell the entire
room on its own later.
会场管理
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了解酒店所有会议室及宴会厅的大小
尺寸
了解酒店所有餐厅的客容量
了解酒店可以提供的外卖的选择
了解酒店竞争对手的会议室及宴会厅
大小尺寸
了解酒店各个功能厅适合做的活动类
型
** 请注意:在洽谈合同初期,请不要承
诺具体的会议场地,以便可以将场地
利益最大化。
会场管理
Venue management
产品知识
Product knowledge
 会场规格
Capacity and dimensions
 场地布局
Layout and set-up
 团队及客人类型
Type of groups/Type of client
 餐厅与多功能厅
Restaurant outlet vs Function Room
 外卖
Outside catering
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Product Knowledge
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Hotel fact sheet
Website information similar to Hotel fact
sheet
Tourist & Destination information
Shopping and sight-seeing
Airport/train information
Operating hours of F&B outlets
SWOT analysis of hotel vs competitors
*SWOT=Strengths/Weaknesses/Opportun
ities and Threats
产品知识
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酒店简介
酒店官方网站信息
旅游及目的地信息
购物及景观信息
航班及火车信息
餐厅营业时间信息
酒店及竞争酒店SWOT分析
** SWOT=Strengths优势
Weaknesse 劣势
Opportunities 机会
Threats 威胁
Capacity and dimensions
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Layout of each function room with electrical
power points, internet lines, wattage
capacity for light and sound equipment
Seating capacity & dimensions suitable for
different types of functions. Layouts of table
set-up drawn to scale
Internet connectivity
Back-of-the-house service area
Route for contractors in bringing props and
equipment into hotel
会场规格
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各个会场内的布局,包括电源,网络接口,
能承受的电力,电压
不同台型在各个会场的可容纳人数(按比例
台型图)
网络连接
后场服务区
搭建进场的路线
场地布局及台型例图
Sample Layout and set-up
场地布局及台型例图
Sample Layout and set-up
场地布局及台型例图
Sample Layout and set-up
场地布局及台型例图
Sample Layout and set-up
场地布局及台型例图
Sample Layout and set-up
活动类型
Type of groups
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Business Groups
商务团队
Leisure Groups
非商务团队
Type of groups
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BUSINESS GROUPS
Meeting, conference, exhibition,
seminar, training, auction, IPO
board meeting, product launch,
press conference, Shareholders
meeting, business forum, convention,
sales customer appreciation,
introducing new boss.
Incentives – can be both business
and/or leisure
活动类型
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商务团队
会议,展览,研讨会,培训,拍卖,股票上市会,
产品发表会,媒体发表会,答谢会, 就职演说
奖励会议 – 同时带有商务及旅游性质
Type of groups
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LEISURE GROUPS
Incentive with lots of social
programs, sight-seeing groups,
Celebrating special occasion,
anniversary, birthday, baby
shower, wedding, family reunion,
class reunion and socials events.
活动类型
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非商务团队
非常务团队通常都会带有很多活动主题,比
如:周年庆,生日会,满月酒,婚宴,家庭、
同学聚会等等社交活动
Type of grousp
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GROUP DEMOGRAPHICS
Nationality, age, gender, profession, job
titles, industry, nature of meeting/event,
religion (diet), purpose of meeting/event,
duration of meeting/event. Any spouse
programs ?
** Do not forget to ask client/organizer for
the objective of the meeting/event. When
meeting objectives are met, they feel that
it was a successful meeting.
活动类型
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团队简介
参会人员国籍, 年龄,性别,事业,职位,
行业, 会议及活动的目的, 宗教信仰
(饮食禁忌),会议及活动的持续时
间,配偶会议期间户外活动等
** 请努力了解会议主办者此次会议的目
的,以便我们提供专业的服务已满足
主办者会议需求
Restaurant outlet vs Function Room
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Restaurants that covert into group meal
venues
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Function rooms decorated as a themed
restaurants
餐厅和多功能厅
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酒店餐厅可根据团队情况转变成会议及宴会
场地
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会议及宴会场地也能够根据团队需求装饰成
餐厅
Outside catering
Is your hotel capable of doing Outside
Catering?
Do not go into Outside Catering if :
 You do not have an expert team that
have past OC experience.
 You do not have the OC equipment
(plates, transport)
 You do not understand setting-up offsite kitchens & service sequence
 You do not understand food hygiene
Outside catering
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Check out ideal outside catering areas that
are suitable for outside catering,
i.e. Water outlets, toilets for staff, electrical
outlets, enclosed or outdoor service areas,
kitchen/pantry area for food preparation
Determine how staff and food will be
transported. Route and duration of trip
based on weather (summer or winter)
Back-up area in case of rain.
外卖
外卖活动要点:
必须要有一个专业的经验丰富外卖团队.
 必须要有外卖设备:足够的餐具,交通设备
等
 必须要可以搭建外卖活动的厨房及熟悉服务
流程
 必须保证外卖活动期间的食品卫生
外卖
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请检查户外场地是否适合做外卖,例如:水,
电,员工卫生间,户内还是户外,厨房及备
餐区域
员工及食品的传输及保存
后备场地-以防天气变化
Food and Beverage
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Operating hours of all F&B outlets
Constraints in layout and set-up
Get approval for converting F&B
outlets into function areas if client
insist of using it as a function area.
Pricing and revenue expectation of
each F&B outlet
* Do not pre-commit F&B outlet if
function rooms are still available
食品及酒水
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各个餐厅营业时间
餐厅布局及客容量
获得批准如果客人坚持使用餐厅为会议室
各个餐厅价格及利润
** 如果会议室仍然有场地可使用,请不要使用
餐厅
Food and Beverage
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Consult with Chef before committing
to menus, table set-up, service
sequence based on number of
guests, duration of meal service,
program, decoration and menus
based on client’s/organizer’s special
requests.
Watch food cost. Do not commit to
price without consulting the Chef.
Have pricing guidelines for banquet
menus.
食品及酒水
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涉及到具体菜单,服务刘成及台型等运营部
门的事宜一定要向相关部门做咨询
食品成本
宴会价格体系
Audio & Video and pre-setup
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Compile master list of all AV equipment in
the hotel and their rental prices
Work with 2-3 outside AV contractors that
can provide equipment not in your hotel list
Provide electrical wattage information and
plug points to contractors and
client/organizers
Determine pre-setup time required with
client/organizers
Test light and sound system that suits
your ballroom size and layout. Work with
those that can produce the best effects.
音响视听及搭建
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音响设备价格及功能使用列表
酒店供应商
提供酒店能承受的电力及电压等信息
与会议主办者确定提前搭建的时间
最佳音响及视听效果
Contract review and check
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Review contractor’s business license
Have a legally binding outside
contractors contract for safety and
fire regulations, property &
equipment damage and security, last
minute cancellation.
Review hotel/contractor insurance
* Choose a reliable and reputable AV
and outside contractor.
合同审评和审查
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查看合同对方的营业执照
关于安全,火灾,设施设备破损及临时取消
的具有法律约束力的条款
审查酒店和供应商之间的合同
** 要选择信誉及技术过硬的供应商
人员管理
People management
销售
Corporate Sales/ Inquiry team
 大型宴会/会议销售
MICE team
 专业会议服务团队
Convention Service team
 运营团队
Operational team
 管理团队
Senior management
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People management
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Management style of inter-departmental
managers and colleagues.
Work flow and roles of work colleagues
involved in handling MICE
Internal policies and procedures
**Do you have a Policy and Procedure
Manual ? A “MUST” for all hotels.
人员管理
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各个部门不同的管理方式
大型团队工作流程
内部运营规定
**员工对内部运营规定的认知
People management
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Strengths & weaknesses of your team
members.
Hire based of your hotel needs
Hire based on language requirement of
your hotel needs
In Sales and Marketing, we have
“hunters” who aggressively go out and
acquire business and the “farmers”
who retain business and do in-house
servicing, administration and operations.
人员管理
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团队中各种优势劣势分析
根据酒店需求雇佣员工
语言需求
**在市场销售部, 不同的性格特点承担不同的
工作任务
Sales & Marketing Team
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Corporate SalesTeam
MICE Team
Convention Services
市场销售部
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房间销售
大型宴会及会议销售
会议服务
Corporate Sales Team
By Geographical segment
 Local Sales Team (within city)
 Regional (within China)
 International Sales Team (outside of China)
By Industry
 Corporate
 Tour and Travel/Airline (wholesale)
 Government/Embassy/Consulate
 OTA (Online Travel Agency)
客房销售
按区域划分
 本地
 中国区
 国际
按行业划分
 公司
 旅行社
 政府及领事馆
 网上预定
MICE Team
Support Sales team:
 By Geographical
 By Industry
Do most of the in-house site
inspection
大型宴会及会议销售
支持销售团队:
 按区域
 按行业
驻守酒店及酒店参观等
Convention Service team
Support for Sales/MICE Team
 By Geographical
 By Industry
 Based on workload assigned by
Director of Convention Services
专业会议服务团队
客房销售及大型宴会销售后援队
团队合作
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按照区域划分
按照行业划分
会议服务总监会按照工作量作相应的调整
Operational team
Anyone involved in the handling of MICE
groups:
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Meet & Greet of VIPs
GM/Dir of Mrketing/Dir of Sales/Sales Manager
Room assignment, Upgrades, VIP amenities:
Dir of Rooms, Front Office Manager, Asst FO Manager, Executive
Housekeeper, Reservation Manager
Car Park, Transportation & Room Drop:
Chief Concierge, Director of Security
F&B arrangement:
Dir of F&B, Asst F&B Manager, Outlet Manager
Menus, food and drinks preparation, presentation
Executive Chef
Banquet arrangement:
Dir of Convention Services, Convention Service Manager, Banquet
Manager
Billing/Credit/Payment:
Dir of Finance, Credit Manager, Income Auditor, Account Receivable
Manager
Government Protocal & Security:
Dir of Security, Security Manager
Construction, Liase with Contractor on Power and Electricity:
Dir of Engineering
运营部门
所有涉及大型活动的各个部门:
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迎接重要客人
总经理/市场销售部总监/销售总监/销售经理
房间分配,升级以及VIP小礼品:
房务总监,前台经理/副理,客房部经理,预定部经理
停车,交通和房间派送:
礼宾部,保安部
餐饮安排:
餐饮部总监,餐饮部经理, 餐厅经理
菜单,食品及酒水准备
行政总厨
宴会安排:
会议服务总监/经理,宴会厅经理
结账/挂账:
财务总监,信贷经理,日审,应收经理
政府事务及安全:
保安部经理
工程及电力等事宜:
工程部总监
Operational team
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Daily events
Weekly events review (10 day forecast)
Monthly events review
BEO –Banquet Event Order
Group Resume meeting
Pre-con meeting with client/organizer prior
to event date
Food tasting
Mock-up set-up
Recce/site visits for outside catering
运营部门
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每天活动记录
每周活动概况 (10天概况)
每月活动概况
宴会通知单
团队概况简介会议
会前沟通会(酒店与会议主办者)
试餐
台型试摆
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外卖场地考察
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Senior Management
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Understand strengths and
weaknesses of senior management
team
Work as a team
Supporting role in decision making
and problem solving
Creation and enforcement of
policies and procedures
Interact with client/organizers in price
negotiation
资深管理团队
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了解资深管理团队优势与劣势
团队合作
参与决策制定与问题解决
规章制度的制定与执行
积极参与客人/会议主办者的议价过程
食品及酒水
Food and Beverage
中式宴会
Chinese banquet menu
 西式宴会
Western menu
 素食/犹太/伊斯兰食品
Vegetarian/Kosher/Halal menu
 鸡尾酒会
Cocktail party
 茶歇
Coffee Break
 工作餐
Working Lunch
 外卖
Outside Catering
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Chinese banquet menu
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By rounds of 10’s or 12’s
VIP table for 15 or more people
Set menu between 8-10
courses
Individual food plate or family style
Package pricing to either include
beverages or charge on per consumption
Corkage fee
Floral arrangements/AV
requirements
Stage with Master of Ceremony (MC)
中式宴会
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圆桌,每桌10-12人
主桌,15人以上
每套菜单8-10个主菜
大盘出或位上
包价中包含就说或零点(按照实际消费结算)
酒水服务费(开瓶费)
鲜花/视频音频
舞台及主持人
Western menu
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Charges based on no. of courses:
Minimum 3 course
Beverage package includes wine or charge
per consumption
Client to specify main course choice of
beef, pork, chicken or fish
Vegetarian ?
Client to specify if prefer Italian, French,
American cuisine etc.
* Must consult with Chef for tailor-made
menus and pricing
西式宴会
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按照每道菜收费,通常3道
酒水报价包括红酒或是零点(按照实际消费
结算)
需要确认客人主菜吃什么,牛肉,猪肉,鸡
肉还是海鲜
素食,特殊饮食习惯
需要确认客人喜欢那种口味,意式,法式还
是美式
**特殊菜单需要与厨师沟通
Vegetarian/Kosher/Muslim menus
Understand different diets base
on religion:
 Buddhist – Vegetarian
 Hindu – Vegetarian
 Muslim – No pork, “Halal” no lard used in
cooking utensils
 Jewish – “Kosher” no pork, no shellfish but
other meats allowed. Cannot mix meat with
milk in the same kitchen.
素食/犹太/穆斯林等特殊饮食
很多特殊饮食习惯与宗教信仰有关:
 佛教 – 素食
 印度教 – 素食
 穆斯林 – 无猪肉, “清真食品” 在烹饪的过程
中不可以使用猪油
 犹太教 – “犹太教食品” 不食猪肉及贝类海
鲜,但可食其他肉类.肉类不可与牛奶一起
烹饪及食用
Cocktail party
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Standing Cocktail
Food station
Meat carving station
Dessert station/Flambé station
Pass around or buffet style
Beverage on per consumption or Packaged
to include or exclude standard pouring
brands or premium brands
Charge based on number of pieces of
finger food/canapes per guest or on total
number of pieces served
鸡尾酒会
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站立式鸡尾酒会
餐台
切肉台
甜品台/烧烤台
传递式鸡尾酒会
酒水包价或零点
收费方式:按照人数或者按照菜数量
Coffee break
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Standard coffee break based on
Meeting package
Themed coffee breaks
**Timing of when coffee break is to be
served should be closely coordinated
between client/organizer and
Banquet staff to ensure food items
are served hot.
茶歇
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茶歇通常包含在会议报价内
主题茶歇
** 茶歇时间需要与会议主办者协调
好服务时间以保持食品最好的味道
Working lunch
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Light sandwiches
Fruit platter
Bento boxes
Take outs lunch boxes
Tray meals
工作餐
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三明治
水果盘
午餐盒
外卖餐盒
套餐
音响视听及搭建
AV & Pre-setup
音频:麦克风/扬声器
Sound: microphone/speakers
 视频:电视监控器/屏幕/投影
Visual: TV monitor/screen/projector
 灯光
Lighting
 网络连接
Internet connectivity
 视频会议
Video conferencing
 同声传译
Simultaneous translation
 背景板/舞台
Backdrop/Stage
 防火安全
Fire safety
 保安
Security
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Sound: microphone/speakers
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Standing mike
Clip mike
Table mike
Gooseneck mike
Wireless
音频:麦克风/扬声器
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立式麦克风
领夹麦克风
桌式麦克风
鹅颈麦克风
无限麦克风
Simultaneous translation
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Translation booth at the back of
the room
Wireless earphones
同声传译
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同传小屋,通常都放在会场的后方
无线接收器/耳机
Fire safety
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Fire exits with proper exit signage
that can be seen in the dark in all
public areas
Fire extinguishers located in
strategic areas of the hotel
Use of fire extinguishers training for
hotel staff
Fire evacuation broadcasting
All fire proof doors to be closed to
seal fire from spreading
防火安全





所有公共区域均设有安全通道标识
灭火器的放置
灭火器使用培训
防火演习
防火门常关
Internet Connectivity
Video conferencing

WiFi in all public areas, function
rooms and guestrooms
网络连接/视频会议

所有公共区域,客房及会议室均设有
无线上网
Security



Surveillance camera in public areas
Video tapes stored for playback to
investigate crimes/crime scenes
Provide protection against drunken
guests, thefts, bomb threats
保安



公共区域设有摄像头
保存所有数据
妥善处理醉酒客人,盗窃及爆炸威胁
等突发事件
合同评审及审查
Contract checklist
联系人
Contact person: company business license
 餐饮及会议安排
F&B/meeting arrangements
 房间价格:服务费/条款及细则
Room Rate: service charge/terms and
conditions
 净价/佣金
 Net/10% Commission
 第三方
Agency Involvements

Contact person/
company business license
All contracts are legally binding.
Checklist for contract signing:
 Security copy of official company business
license
 Secure bank information for payment
records and billing records
 Secure complete name/title/company
address/telephone/fax/email/mobile phone
of signatory.
* Make sure signatory’s name is the same as
the person to whom the contract is being
issued.
联系人/公司营业执照
所有的合同都具有法律效应
签合同签要注意:
 公司正式营业执照影印版
 公司银行信息
 公司地址/传真/电话/邮箱等公司基本
信息
**确保合同上的签字为有效签字人
F&B/meeting arrangements
BEO – Banquet Event Order
Includes detailed day-by-day
summation of what hotel promised
to deliver to the client/organizer.
Who will do what when ?
 Client/organizer to sign off BEO

*Pre-con is based on the BEO with
presence of client/organizer.
*Hotel is not responsible to deliver
what is not reflected in the BEO after
client/organizer signs off the BEO.
餐饮及会议安排


宴会通知单 – 所有活动细节都会显示在上面,
包括时间、地点、执行者及特殊要求等
主办者需要在宴会通知单上签字确认
**会前沟通会要会议主办者出席
**酒店要按照宴会通知单上所有要求去实施
Room Rate: service charge/terms and
conditions
Type of charges:
 Room only rate
 Room + breakfast
 Room + Meeting Package
 With tax and service charge
 Net (without tax and service charge)
 10% commission (IATA/TIDS Agent)
 X% overriding commission (subject to
management approval)
*IATA – Int’l Airline & Travel Agency
*TIDS – Travel Industry Designator System
房间价格:服务费/条款及细则
收费情况:
 只含房费价格
 房费+早餐价格
 房费+会议包价价格
 15%服务费
 净价
 10% 佣金(IATA/TIDS旅行社)
 追加佣金(具体数量根据领导层的批示)
**IATA – Int’l Airline & Travel Agency
国际航空运输协会号码
*TIDS – Travel Industry Designator System
旅游行业代码
Agency Involvements
Third party involvement should be
discussed at the very beginning of
rate negotiation so that hotel can
protect 3rd party commission.
Otherwise, all contracts should
state “None-commissionable rate”
should there be no 3rd party
involved.
* Commissions paid only to bonafide travel
agencies with IATA/TIDS registration
number.
第三方
如果涉及第三方,要在洽谈最开始谈
及,这样能够保证第三方的佣金事宜
否则,合同中则如果标明“无佣金”则
能再找第三方
**佣金只给有IATA/TIDS号码的旅行
或第三方
合同评审及审查
Contract checklist
最低保证数量
Minimum guarantee
 房数变更政策
Attrition policy
 取消政策
Cancellation policy
 形式发票
Pro-forma invoice

Minimum guarantee



Client/organizer to commit to a
minimum guarantee number that
they are willing to pay to the hotel.
Hotel is prepared to allow a +10%/10% wash with no change in rate.
No limit for increase as long as hotel
have availability.
Hotel reserves the right to charge for
any shortfall in the number
guaranteed based on the signed
contract with attrition schedule.
最低保证数量



最低保证数量为客人承诺需要支付的数
量
酒店需要在此基础上有10%上下浮动的
空间
酒店有权按照合同中有关最低保证数量
政策来收取费用
Attrition Policy



A time schedule for client/organizer to
commit to final number of rooms or
banquet seats required.
Attrition based on X calendar days: 120
days, 90 days, 60 days,30 days, 14 days 7
days depending on when the booking was
made.
Cancellation policies and release of rooms
will be based on the attrition schedule as
agreed between hotel and client/organizer.
* Hotel staff must explain this policy in detail
and must ensure that client/organizers are
aware of what they are committing.
房数减少政策



最终确认最低保证数量的时间
减少政策根据合同签字后120天,90天,
60天,30天等来计算
取消政策及放房要根据房间减少政策来
制定的.
**需要将此部分详细解释给主办者
Cut off date/Attrition
Hotel reserves the right to release
room blocks or banquet seats and
more event to a smaller room
should the numbers originally
committed fall short based on
“cut-off” date or “release date.
* Hotel staff should set-up a trace schedule
and let client/organizers be totally aware of
the cut-off-date to avoid surprises and misunderstanding.
Cancellation policy
Attrition and Cancellation policy is
based on the final room block and
banquet seats confirmation by
client/organizer.
(Usually based on a 120, 90, 60,30
day schedule).
* Hotel should ideally work on a 30
day full payment policy and 100%
non-refundable cancellation policy.

取消政策

取消政策建立在客人最终确定的房间数
量及宴会人数基础上
(通常会以120、90、60、30天位限制日
期)
** 酒店最理想的是活动前30天收到全额定
金,100%不返还制度
Cancellation policy


All attrition and room or banquet
cancellations should be notified
to the hotel in writing.
Initial deposit of 10% is nonrefundable regardless of
whether meeting is cancelled or
postponed for whatever reasons
取消政策

所有取消政策需要体现在合同中

最初的10%定金是不返还的,无论是
什么原因取消活动
Pro-forma invoice




The most important document
Details total revenue expected from
the client/organizer for a specific
event.
Details breakdown in taxes and
income distribution to different
operating departments.
Total payment with final adjustments
of services delivered by the hotel is
reflected in the Pro-forma invoice.
形式发票



很重要的文件
预计此次活动的费用
具体花费明晰尽在其中
危机管理
Crisis Management
火灾
Fire
 意外
Accidents
 死亡
Death
 盗窃
Theft
 炸弹
Bomb threat
 危机管理团队
Crisis management team

Fire


Security Dept to always be on
guard to check fire hazards.
Conduct regular fire drills for
hotel guests and staff
火灾

保安部主要负责防火工作

经常进行防火演习
Accidents/Death


Police reports to record
incidents of accidents for
clients/organizer or hotel to
collect insurance
Police report to investigate on
deaths, cause of death and
officially record incident for
insurance purposes
意外/ 死亡

意外伤亡报告协助酒店获取保险
Food Contamination





Guest food poisoning investigation
Food Hygiene officer to identify
areas of possible food contamination
Regular hygiene check by Hygiene
officer or by Chef
Cleanliness of food preparation area
constantly checked.
Hygiene training for all hotel staff
食物中毒





客人食物中毒调查
酒店食品安全卫生部门调查
定期食品卫生检查
备餐食品卫生检
食品安全卫生培训
Theft




Surveillance cameras in public areas
throughout the hotel
Hotel keeps file of all videos taken
from CCTV cameras
Anyone taking photos or filming will
require permission from
management.
Security to watch for signs of forced
entry into restricted areas by
strangers
盗窃




公共区域摄像头
所有摄像保留以作调查使用
任何照相等需要得到批准
保安部严密察看所有进出酒店的陌
生嫌疑人
Bomb threat





Training given to hotel operators in
handling phone calls from outside callers
Telephone Dept to assist police in tracking
callers
Unattended luggage or packages to be
reported by hotel staff.
Individual acting suspicious and loitering in
the lobby will be monitored by hotel staff
closely.
Individuals loitering in the employee
service area or back-of-the-house with no
entry pass will be questioned.
炸弹威胁




酒店接线员接受有关接到恐怖电话的
培训
不明包裹上报保安部
形迹可疑人物出现在大堂需要特别注
意
形迹可疑人物现在员工通道及后场需
要注意
Crisis Management

Type of crisis: Fire, flood,
earthquake, terrorists, theft,
crime, drunken guests that get
into fights, death (employees,
suicides, shooting), accidents,
gas leakage, radioactivity, health
hazards (SARS, bird flu)
危机管理

危机类型:火灾,洪水,地震,
恐怖分子,盗窃, 犯罪, 醉酒客人
闹事及死亡等等
Crisis Management




Do you have a crisis management
manual for all types of crisis?
Are senior managers aware of what
to do in different crisis scenario?
Do you do fire drills on a regular
basis?
Is your Engineering Dept aware of
regular checks and annual licensing
of dangerous operating equipment?
i.e. Elevator check
危机管理




需要建立一个危机管理小组
管理层人员要知道如何处理这些
危机
定期防火演习
工程部需要定期检查设施设备
例如:电梯检查
Crisis Management



Do you have a Crisis
Management team ?
Who should be in the team?
Hotel Executive Committee
Who should be the
spokesperson speaking to the
press?
Marketing Communication
Manager with General Manager
危机管理



你们有危机管理团队吗?
成员应该是酒店管理层
酒店总经理及市场资讯部共同面
向媒体
Thank you!
谢谢!
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