Hotel Banquet Department

First, the basic concept of banquet:

What is a banquet? In short, a banquet refers to a gathering centered on catering, which is characterized by a special event that brings many people together and adopts the same menu or buffet for party activities.

Second, the meeting forms that can be held in the banquet hall of our store:

At present, the meetings held in the banquet hall are not limited to dinner parties, and the following 11 kinds of activities are all served by the banquet hall, which shows the diversity of banquet forms.

1. Book a wedding banquet and a wedding banquet;

2. Full moon banquet and birthday banquet;

3. group meeting, spring tea party and tail tooth banquet (limited to February-February every year before and after the New Year);

4. Class reunion, thank-you meeting, graduation dinner and celebration banquet;

5. Press conference;

6. Seminars, training sessions, members' or workers' meetings, briefings, new product launches and product exhibitions;

7. Cocktail parties (such as opening reception, anniversary reception, wedding reception, etc.);

8. Fashion show, autograph session for fans;

9. Official banquet;

11, others (such as beauty contests, various board games, signing ceremony, etc.).

Third, the management form of banquets:

Because of the different forms of banquets, some banquets need luxurious decoration and layout, such as wedding banquets, celebration banquets, press conferences and various exhibitions. Some only need general furniture and audio-visual equipment, such as briefing sessions and training sessions. Therefore, the basic decoration of the general banquet hall is usually relatively simple. In case of special needs, such as weddings and birthday banquets, it is necessary to add stages, red carpets, flowers, balloons, lights, special effects, orchestras, backgrounds, etc. according to the needs of customers, so as to create a gorgeous atmosphere for the banquet.

IV. Basic responsibilities of banquet marketing personnel:

Internally, they are responsible for communication and coordination with relevant departments, contacting conferences, banquets and related businesses on behalf of the hotel, and expanding and developing new customers while maintaining good relations with old customers. Through business activities and understanding market information, they assist superiors in formulating strategies to achieve the annual plan and budget revenue targets of the hotel.

v. responsibilities and tasks;

1. Keep in touch with the hotel's customer groups and meet their reasonable needs;

2. Maintain good relationship with existing customers and develop new customers at the same time;

3. Promote the existing banquet products, facilities, venues and services of the hotel;

4. Organize and file the customer data, and keep it complete and accurate;

5. Obey the assignment of the department head, visit customers outside the hotel, engage in business or inspect the venue outside the conference;

6. During the shift hours and before other restaurants are open, be responsible for contacting and assisting the restaurants in making reservations;

7. Be responsible for showing the neighboring visiting guests around and introducing the banquet hall facilities of the hotel, and hand them over to the superior for business if necessary;

8. Attend regular business communication meetings held by the department, and submit daily business briefings and any designated meetings;

9. Track any potential business sources, be highly alert to market information, and report to superiors in time to formulate corresponding strategies;

11. Record customer comments and peer comments and report them to the superior for improvement;

11, always keep a proactive attitude to greet guests, pay attention to personal appearance, and keep dignified;

12. Submit the key work report every week, including the confirmed and to-be-tracked business, and submit the performance report every month;

13. Go to and from work according to the time scheduled by the duty watch. In case of busy business and shortage of staff, you should adjust flexibly to help;

14. Fill in the banquet reservation book and follow up with the guests;

15. Be familiar with the banquet hall, restaurant, service facilities and equipment of the restaurant, so as to give a comprehensive introduction to customers.

1. Banquet and conference negotiation:

When holding a banquet, the first step taken by customers is to consult relevant information from their favorite hotels.

There are about three ways to take it-calling, faxing and coming to negotiate in person. The problems of ordinary guests are nothing more than the availability of the venue, the cost of banquets and meetings, the size of the banquet hall, the relevant instruments and equipment that the banquet hall can provide, the contents of the menu, the minimum consumption, the site plan, the deposit and the acquisition of relevant manufacturer information for banquet activities. In the face of such questions, salespeople must explain to customers one by one and try to grasp every possible business opportunity.

first of all, once it is known that customers are willing to hold a banquet, it is best for the sales staff to invite customers to the banquet hall to see the venue. After all, it is often impossible for customers to really understand the actual situation of the banquet hall by telephone, but their understanding of the venue is vague. No matter how detailed the salesperson introduces the perfection of the venue, it is difficult for customers to understand it. Therefore, as far as possible, guests are invited to the banquet hall for face-to-face explanation, and the sales staff can clearly answer questions about the on-site equipment, which can not only increase the persuasiveness and make customers reluctant to go, but also the sales staff should consider visiting at home. Generally speaking, only about 75% of the banquet business comes to the door by itself, and the other 25% must rely on sales staff to carry out promotional activities and actively strive for customers.

during the negotiation, the sales staff in charge of contact must prepare enough information for customers' reference, such as the floor plan of the venue, the price list of various menus, the capacity list of guests, the rental list and the equipment rental list. When consulting, customers should first know the size and shape of the site. Even if the customers have already visited the site, the sales staff still need to prepare the site plan to explain it. Because the number of different tables and the types of venues suitable for different forms of banquets are not the same, the banquet hall should be equipped with a variety of floor plans to meet customer needs.

2. Reservation and confirmation of banquets and meetings:

If the customer intends to reserve a banquet, the sales staff should ask the date and time of the banquet, the name and nature of the banquet, and the name and telephone number of the contact person, and write it down in writing. In addition, the contents of the menu, the types of drinks, the number of people attending the banquet, the banquet budget, the arrangement method and the payment of customers should also be recorded truthfully. Of course, in the reservation step, the salesperson should provide the quotation to the customer, because most customers may compare prices with other hotels after signing the contract. In any case, the sales staff should record the results of each negotiation with customers in detail, and in addition to filing for future reference, they should also correctly convey the information to other relevant personnel. Only in this way can we ensure the success of the banquet.

for the convenience of recording, all the information required for booking the banquet has been included in the banquet negotiation table. With the banquet negotiation form, the sales staff can immediately fill in all the information when negotiating with the guests, and select the requirements of the guests. When the banquet notice is sent to all departments, all the banquet requirements will be clear at a glance. If the customer only orders a banquet temporarily, the hotel must keep track of it until the customer places an order. If the customer cancels the reservation, he should also ask the reason for canceling the banquet and record it as a reference for future improvement.

usually, except for regular customers, all banquets and meetings must be confirmed with a deposit of 31% first, and only after the deposit is paid can the banquet venue be confirmed. Otherwise, if a banquet is cancelled temporarily, it will inevitably cause great losses to the hotel. Therefore, it is necessary for the hotel to receive the deposit in advance as another way of self-protection. In addition, if other customers want to book the same venue before the customer who originally booked the banquet pays, the sales staff should call the customer who booked first and ask for their wishes. If the customer indicates that he is sure to use the venue, he must pay the deposit first, otherwise it will be given to the next customer who wants to make a reservation. If the customer's fancy banquet hall has been reserved, the sales staff should not give up any business opportunities easily, but should actively recommend other alternative banquet halls or try to persuade the guests to change the date of the banquet. As long as the sales staff always keep a warm heart, they can often successfully promote every banquet business.

Although the salesperson has written down all the customer's requirements at the time of booking, it is still a potential problem that the guest may change his mind in the future. All sales staff must record the agreed matters in the contract and ask the guests to sign it, so as to protect the rights of the guests and the hotel itself. If the guest doesn't have time to go to the hotel to sign the contract in person, the salesperson may send the document to the customer by written fax or mail, and ask the customer to sign the confirmation letter, and then fax or mail it back to the hotel to show caution. When signing the confirmation letter, the hotel usually requires a deposit of 31%. Sometimes the salesperson forgets to sign the confirmation letter with the guest and suffers many losses for no reason. Therefore, in order to ensure the normal operation of the banquet, signing a contract with the guests cannot be ignored.

3. Essentials of follow-up work for reception of banquets and meetings:

1. The follow-up staff of banquets and meetings should clearly list every detail requirement of customers on the banquet memo or banquet notice, so that the boss can check or other staff can participate in the follow-up work at any time when necessary, and there are no mistakes or omissions.

2. The responsibility of the banquet and meeting follow-up personnel is to ensure that every detail of the banquet and meeting can meet the customer's requirements. Therefore, it is necessary to keep in touch with the relevant departments before the banquet begins, and it is true that all departments have made clear the banquet requirements.

3. Follow-up personnel of banquets and meetings should carefully check the implementation of various arrangements before the banquet. If any omissions or mistakes are found, they should promptly notify the person in charge of the banquet and handle them.

4. Each customer has different requirements for the banquet, but generally speaking, the following points must be followed up by the banquet follow-up personnel before each banquet.

A, one hour before the banquet, check whether the signs, banners and Xi Zhen have been put away and whether there are any mistakes in the words;

B, one hour before the banquet and meeting, check whether all kinds of equipment and thank you are working normally, such as lighting equipment, air-conditioned telephone, background music, microphone, reception desk and seat number are placed correctly;

C, one hour before the banquet and meeting, check whether all kinds of equipment and facilities are working normally, such as lighting equipment, air-conditioned telephone, background music, microphone, reception desk and seat number are placed correctly;

D, check whether carpets, doors, walls, toilets and decorations are clean one hour before the banquet and meeting;

E, assist the food and beverage department to convene the follow-up personnel of relevant departments for a meeting one hour before the banquet and meeting, explain the contents and precautions of the banquet, including the number of people, the banquet form, the service mode, the food and drinks, the important guests attending the banquet and the special requirements put forward by the guests, assign specific tasks, and designate inspectors for each work link;

F, if performance companies and hostesses are needed, the performance programs should be reviewed in advance to see if there is anything damaging the image of the hotel, and they should be arranged to arrive in advance;

G, check whether the cups on the dining table correspond to drinks, such as white wine glasses, red wine glasses, soda and beer glasses;

H, check whether there is PA on duty in the special restroom during the banquet and meeting, whether the air conditioner for the banquet has been turned on in advance, and whether the temperature is suitable;

I, arrange security guards to assist guests in parking half an hour before the banquet;

J, if it is an important banquet or meeting, arrange the artists to be on the scene to shoot in advance;

K, please ask the person in charge of the customer banquet and meeting to arrive at the inspection site in advance, and if there is any dissatisfaction, they can

correct it through consultation;

L, tell the person in charge of the banquet and meeting that you will stay at the banquet all the time, and ask him to call you at any time if necessary;

IV. Follow-up service for banquets and meetings:

After banquets and meetings, the responsible sales staff will personally visit or call the customers to express their gratitude, and track the customers' satisfaction with the banquet and the improvements needed by the hotel to show an after-sales service to the customers. If there are many negative reactions from customers, the misunderstanding should be explained clearly in time, but if the situation is true, the improvement direction can be known. If the guest's reaction is positive, it can be used as a selling point to promote banquet sales in the future. All the tracking results should be recorded and archived as a reference for evaluating the improvement results in the future, and can also be used as a service consultation that this customer should pay special attention to next time, so as to provide higher service quality.