Latest Updated: 7/21/18 Page 1 of 3THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要培训活动纲要Task 任务：任务：Public inquiry 回复咨询回复咨询Code 序号：序号：OH-SM-MC-D103Objectives 目的：目的：At the end of this session, each trainee will be able to release relative information regarding hotel professionally and accurately. 课程结束后，每个学员都能够专业并正确地发布饭店的消息Standard 标准：标准：1.The Marketing Communications Department will release official statements and announcements on Brand, Corporate and the Hotel to the media, press and the general public. 公关部将负责对媒体、报界及公众发布有关饭店、品牌和集团 方面的声明和消息。
2.Releases will be issued at the right time, to the right target audience, with the right contents by using the most effective and efficient means. 公关部的正式声明将以最高效迅速的方式在合适的时间发布给 正确的目标受众 3.All release of official statement will be subject to prior approval of General Manager. 所有的正式的信息发布必须事先获得总经理的批准Resources 培训器材：培训器材：White board with mark pen白板、马克笔 Method 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间 Introduction Lecture 介绍 讲座式-The Marketing Communications Department will release official statements and announcements on Brand, Corporate and the Hotel to the media, press and the general public. 公关部将负责对媒体、报界及公众发布有关饭店、 品牌和集团方面的声明和消息。
Note: If the Marketing Communications Manager is not available or in his/her absence, the Director of Sales & Marketing will be fully responsible for it. 注意：如果公关部经理不在，则由市场销售总监完成10Minutes 10 分钟Question and discussion 提问并分组讨论-Upon receiving an inquiry, the Marketing Communications Manager will find out: 1.The identity of the inquisitor 2.Purpose of the inquiry 3.Contact info of the inquisitor 接到问询时，公关部经理需要了解： 1.问询者的身份 2.问询的目的 3.问询者的联系方式 -Ask question: what kind of inquiry can MC manager answer? -提问公关部经理应回答什么样的问询。
20Minutes 20 分钟Explain answer on white board 用白板写出答案并解 释1.All inquires from the general public seeking for information or an official statement, on Brand, Corporate or the Hotel. 凡是来自公众方面寻求饭店信息或关于品牌、集 团和饭店方面的正式声明的问询 2.All inquiries received from the media and press seeking an answer or a statement about the Brand, Corporate, the Hotel or a specific issue/information of a confidentiality nature or that is not published in the hotel collateral. 所有来自媒体和报界方面问询有关品牌、集团及 饭店的问题、或是饭店宣传品上没有提供的机密 的专门话题或信息。
-The Marketing Communications Manager and the Director of Sales & Marketing will use their best initiation and discretion to entertain such inquires professionally and promptly. 公关部经理和市场销售总监将积极主动地以专业 的方式迅速地回答这类问询 -If necessary, the General Manager will be briefed and consulted before an official response is made by the Hotel. 如果需要的话，在饭店发布正式的回复之前，公 关部经理将向总经理简要汇报情况并征求意见30Minutes 30 分钟Summary 总结-Review key points one by one on the white board. 回顾白板上写出的要点10Minutes 10 分钟。