Bai Giang MICE - Hand Out

Ch h h C 1o Choc Knh Dounh M.l.C.L.
1rong Khuch Sun 1rong Khuch Sun

Gio vin hng dn:
L Hong V
Tel. 091 810 2288
Email: hoangvu@viettel.vn g @
hoangvu@orient-explorer.com
Director of Orient Explorer (S) Pte Ltd Director of Orient Explorer (S) Pte. Ltd.
Deputy General Manager of Kumho
Engineering & Contruction Engineering & Contruction
Ging Vin H Vn Hin & H Cng Nghip
T HCM Tp. HCM
NI DUNG MN HC: 30 tit
Nhng khi nim c bn, vai tr v tm quan trng
I
T chc kinh doanh th trng MICE trong khch sn
II
Quy trnh kinh doanh v phc v th trng MICE trong khch
sn
III
Chin lc gi bn th trng MICE trong khch sn
IV
Nhng k nng c bn ca nhn vin Sales th trng MICE
Nh t h h h i ki h d h th t
V
Nhng tc nhn nh hng n vic kinh doanh th trng
MICE
VI
Ti liu tham kho:
Sales & Marketing Management Sales & Marketing Management
Front Office Management
F d & B M t Food & Beverage Management
Hotel Systems
Catering - Banqueting
TTG ASIA: http://www ttgasia com TTG ASIA: http://www.ttgasia.com
TTT MICE: http://ttgmice.com
CHNG I
Nhng khi nim c bn, vai tr
v tm quan trng v tm quan trng
Ni dung chng I
MICE l g? MICE l g?
Mt s khi nim c bn
Cc nhu cu thit yu ca khch MICE trong khch sn
Tm quan trng ca th trng MICE trong khch sn
Nhng i tc quan trng ca khch sn trong th trng g q g g g
MICE
Ni dung chng I
MICE l g? MICE l g?
Choong l: Nhong khu nom co bun, vu tro
vu tum qoun trong vu tum qoun trong
l. M.l.C.L. u g:
D h h d h d Du so u trong chong tu hout dong trong nh voc do
ch, khuch sun nhu hung doo bot M.l.C.L. u cho
vot tut cou 4 cho: Mootng lncontvo Conoronco vot tut cou 4 cho: Mootng, lncontvo, Conoronco,
Lxhbton
M - Mootng: duy u to thong thoong tgonoru torm) dong
do ch chong voc tup hop mot so oong ngoo tu mot
du dom do bun buc houc ton hunh thoc hon mot du dom do bun buc houc ton hunh thoc hon mot
hout dong nuo do. Co tho u mot so kon duc bot
khong dnh ky tud hoc) houc dnh ky xuy ru thoong khong dnh ky tud hoc) houc dnh ky xuy ru thoong
xoyon tsot puttorn, v do: unnou gonoru mootng)
l - lncontvo: duy u mot so kon ho hop tmootng ovont),
ho hop ch u mot phun cou troong trnh con u u ho hop ch u mot phun cou troong trnh, con u u
cuc hout dong thum qoun vo cho gu tr dooc truo
tung cho nhong ngoo thum do do thoong cho mot tung cho nhong ngoo thum do do thoong cho mot
voc um nuo do cou ho trooc do tto rovurd thor
provoos porormunco)
C Conoronco: u ho hop tmootng) dooc thot ko cho
ngoo thum do nhum moc dch do thuo oun vo mot
vun do g do tdscosson), tm ru mot so thut nuo do
tuct-ndng), gu qoyot mot vun do nuo do tprobom
sovng) houc bun buc ho y thum khuo y kon cou sovng), houc bun buc ho y thum khuo y kon cou
ngoo thum do vo mot vun do nuo do tconsotuton)
l Lxhbton: duy u mot so kon tron um trong buy cuc
sun phum dch vo cou nhu sun xout sun phum, dch vo cou nhu sun xout
1h lCCA tl t t C d C t 1hoo lCCA tlntornutonu Congross und Convonton
Assocuton), gun duy, mot so ngoo ton phong trong
nh voc knh dounh dch vo M l C L khong con nh voc knh dounh dch vo M.l.C.L. khong con
dong to M.l.C.L. murkot nou mu ngoo tu go u
1ho Mootngs lndostry do buo hum tut cu bon cho o g y
tron
World Lottery Association
2006
Ni dung chng I
MICE l g? MICE l g?
Mt s khi nim c bn
MICE
Ni dung chng I
Mt s khi nim c bn
Choong l: Nhong khu nom co bun, vu
tro vu tum qoun trong
2. Mot so khu nom co bun:
Kh h b kh h - Khu qout to choc bo muy mot khuch sun
T chc b my ca khch sn
Ban tong giam oc
Executive Office
Room Division Food & Beverage Finance
Human
Resources
Engineering
Sales &
Marketing
Front Desk Restaurants Account
Human
Corporate
Sales
Concierge
Operator
Lounge
Bars Purchasing
Credit
Training
Resources
Sales
Whole
Sales
Banquet
p
Guest Service
Security
Banquet Service
Room Service
g
Cost control
Receiving
Banquet
Sales
PR
Security
Business Center
H lth Cl b
Room Service Receiving
Cashiering
Marketing
Analysis
Convention Service
Reservation
Health Club,
Spa
Housekeeping
Kitchen &
Stewarding
Payroll
Reservation
IT
2. Mot so khu nom co bun: phun khoc th troong
lh kh h h h t k ) - lhun khoc th troong thoo gu phong truto murkot):
Voomo
\h S \hoo Suos
Convonton tgroop ruto)
kuck kuck
luckugos
Dscoont Dscoont
Spocu Dscoont by Munugomont
lndostry Momborshp tCod lussport Stur Aunco) lndostry, Momborshp tCod lussport, Stur Aunco)
Othors
- lhun khoc th troong thoo moc dch thum vong
tporposo o vst - lOV):
osnoss Assocuton Mootng or Convonton
osnoss Lxhbton
S L t osnoss Socu Lvont
osnoss Corporuto Mootng
l t osnoss lncontvo
osnoss rooms ony groop
osnoss Compmontury osnoss Compmontury
osnoss lndvdou
- lhun khoc th troong thoo moc dch thum vong g g
tporposo o vst - lOV) top thoo:
Losoro kogour Croop
d h Losoro ud hoc Croop
Losoro Socu Lvont
L C t Losoro Compmontury
Losoro lndvdou
A S h d C Arno Schodoo Crov
Arno Lmorgoncy Crov
Arno Lmorgoncy lussongors Arno Lmorgoncy lussongors
Arno Coortosy lussongors
- Ngou ru ngoo tu con phun khoc th troong thoo:
Kho voc du y tCoogruphy): v do nho |ntod Stuto, Kho voc du y tCoogruphy): v do nho |ntod Stuto,
lronch, |K, HongKong, upun, Aostruu, Snguporo,
Korou, Muuysu, 1huund, Chnu, ...
1hoo ngunh ngho knh dounh: 1ruvo ugont, g g g
lorntoro & lxtoro, unkng & lnunco, Dpomutc,
Munouctorng, O & Cuz, Chomcu, Appuro, lood &
M ovorugo Munouctorng,
- Cuch dut phong kosorvuton:
Reservation t phng trong khch sn:
C 2 cch t phng trong khch sn
Central Reservation
FIT G FIT
<10
Group
> 10 <10 rooms
=> 10 rooms
Cc reservation lin kt vi nhau trong 1
Tng resevation ring l
Cc reservation hon ton c lp v c
Cc reservation lin kt vi nhau trong 1
nhm
Cc reservation c mi lin h vi nhau p
kim sot ring l

trong mt nhm theo mt tiu ch nht nh
- Cuch dut phong kosorvuton:
D h h h C h kh h - Dnh nghu so oong phong cou Croop co tho khuc nhuo
toy khuch sun nhong du du so khuch sun dnh nghu nho
vuy vuy
- Kh no Croop, ngoo tu phun ru 2 ou u Croop MlCL
huy Croop Losoro, co so kon tLvont) g kom thoo huy
khong trooc kh phun ou ch tot nho du no o phun tron
Cch thc t phng:
T i l h il f l i o Trc tip: telephone, email, fax, letter, in person
o Qua website ca khch sn, h thng khch sn
o Qua GDS: h thng phn phi ton cu o Qua GDS: h thng phn phi ton cu
o Qua hng l hnh Travel agent
o Qua cng ty, vn phng i din o Qua cng ty, vn phng i din
o Qua vn phng bn hng khu vc (regional
sales office)
Q kh h t h t h o Qua khch sn t phng trong cng h
thng (onward reservation)
o Qua hng hng khng, cng ty th tn dng o Qua hng hng khng, cng ty th tn dng
Hot ng kinh doanh t phng:
FIT Group
o Cch t phng FIT / Group
VS
FIT Group
VS
o Reservation & sales o Reservation & sales
o Guaranteed/Non-guaranteed reservation
Reser ation record confirmation o Reservation record, confirmation
o Reservation maintenance
o Source of booking & POV
2. Mot so khu nom co bun: Chon ooc bun hung g
- Khuch sun thoong khong bun tut cu cuc phong mnh co
cho mot do toong khuch mu bun cho nhoo do toong g g
khuch khuc nhuo toy chon ooc rong mo khuch sun
- Do vo khuch doun tCroop), cuc khuch sun thoong co
hoong dun tCodono) hun cho mot so oong phong nhut
dnh trong mot nguy cho do toong khuch nuy, ngoo tu
thoo d th t o C C thoong dong thout ngo go u Croop Cong
- Chong tu so phun tch voc nuy o nhong choong suo y
do tu suo u nho vuy do tu suo u nho vuy
Ni dung chng I
MICE l g? MICE l g?
Mt s khi nim c bn
MICE
Ni dung chng I
3. Cuc nho cuo thot yoo cou khuch MlCL trong khuch
sun:
- lhong o tuccommoduton)
- lhoong ton un oong tood & bovorugo uctos)
- lhoong ton toc/ho ngh tMootng/Conoronco/unqoot
) uctos)
- lhoong ton vun choyon ttrunsportuton, pck
/t ) op/trunsor)
- lhoong ton dunh cho khuch thoong gu tosnoss
Contor roudbund lntornot Accoss Lxocotvo/Cob loor Contor, roudbund lntornot Accoss, Lxocotvo/Cob loor,
lDD Cus, Conoronco Cus, ourdrooms,
t ) sun ttt):
- Cuc phoong ton gu tr tHouth Cob uctos, Spu,
L t t t D S t M h K k ) Lntortunmont :urs, Dsco, Sot Muchno, Kuruoko,)
- Cuc dch vo ho tro: 1oors urrungomont, lnormuton o
tho dostnuton Ar 1ckot /bookng/conrmuton tho dostnuton, Ar 1ckot /bookng/conrmuton,
kostuorunt/shoppng/sto soong rocommonduton, Sorvco
ut urport, Mootng/Convonton Sorvcos tLvont ut urport, Mootng/Convonton Sorvcos tLvont
Munugomont), 1oum odng, A/V oqopmont soppor,
Docoruton, Lntortunmont tmosc bunds, )
- rund Numo, Loyuty, kooronco,
t ) sun ttt):
- 1oy thoo tong ou Croop MlCL tM, l, C huy L) mu tho
to o t h k t d o kh h h to oo ton cou cuc nho cuo ko tron do vo khuch hung so
khuc nhuo
Do vo khuch sun th cong rut t no co tho munh do - Do vo khuch sun th cong rut t no co tho munh do
vo tut cu cuc nho cuo thot yoo ko tron mu ch mot vu
trong so do trong so do
- Mot groop MlCL co rut nhoo yoo cuo khuc nhuo, do
ho chut oong dch vo cuo, duy do, chnh xuc vu duc g , y ,
bot u khong dooc co but ky su sot nuo
Ni dung chng I
MICE l g? MICE l g?
Mt s khi nim c bn
MICE
Ni dung chng I
4. 1um qoun trong cou th troong MlCL trong khuch sun:
- Croop MlCL thoong dut go cho rut som trooc nguy
don, thoong t nhut u 3-6 thung, Croop on qoun trong
th h 6 l2 th h ho o D h th phu 6-l2 thung houc xu hon nou. Doo nuy gop cho
cuc khuch sun co dooc non tung do do ru ko houch chon
ooc knh dounh vu tun dong to du co ho do tung dounh ooc knh dounh vu tun dong to du co ho do tung dounh
tho tbuso bosnoss to yod & muxmzo rovonoo)
- Croop MlCL ngou nho cuo vo phong o thoong cun rut Croop MlCL ngou nho cuo vo phong o thoong cun rut
nhoo dch vo bo song khuc nho: ho hop, un oong, vun
choyon, cho non no dom u dounh tho khong ch cho
bo phun phong mu con cho tut cu cuc bo phun ho tro
khuc
4. 1um qoun trong cou th troong MlCL trong khuch sun
t ) ttt):
- Khuch trong Croop MlCL du du so u dounh nhun ttro
L S L t) kh t d h Losoro Socu Lvont) non khu nung too dong cou ho
cong nhoo hon so vo khuch Losoro. Doo nuy gop phun
um tung dounh tho cho cuc dch vo ho tro cou khuch sun um tung dounh tho cho cuc dch vo ho tro cou khuch sun
- Khuch MlCL co y nghu duc bot qoun trong do vo
khuch sun duc bot u trong nhong tho dom mu khuch khuch sun duc bot u trong nhong tho dom mu khuch
sun co cong xout phong rut thup vu khuch o khong tho
nuo bo dup dooc
Ni dung chng I
MICE l g? MICE l g?
Mt s khi nim c bn
MICE
Ni dung chng I
MICE
5. Nhong do tuc qoun trong cou khuch sun trong th
troong MlCL: troong MlCL:
- Hung o hunh t1ruvo Agont): Duy u do tuc duc bot
qoun trong do vo khuch sun, co nhong groop MlCL qoun trong do vo khuch sun, co nhong groop MlCL
dooc um bo 2 hung o hunh houc nhoo hon nou
- Nhu to choc so kon: duc bot ho tro khuch sun trong
nhong so kon phoc tup cun nhoo dch vo ho tro, dun
dong ttoum bodng, thomo docoruton, stugo bodng,
ontortunmont Soond/Lghtng systom ) ontortunmont, Soond/Lghtng systom, )
- Nhu hung bon ngou khuch sun
- Du dom do to choc un oong bon ngou khuch sun Du dom do to choc un oong bon ngou khuch sun
tootsdo cutorng vonoo)
5. Nhong do tuc qoun trong cou khuch sun trong th
MlCL t ) troong MlCL ttt):
- Hung vun choyon ttrunsportuton)
- Cuc dom thum qoun xong qounh
- Cuc dom vo cho gu tr xong qounh
- Nhu cong cup cuc thot b ngho nhn tA/V oqopmont),
um thunh unh sung tsoond & ghtng systom),
- ou oo nom tvocomo gt, torn dovn gt, uvurd,
trophy, )
S C - Sun Co
Choong ll: g
1o Choc Knh Dounh 1h 1roong
MlCL 1 Kh h S MlCL 1rong Khuch Sun
Ni dung chng II
Trnh t yu cu ca 1 on khch MICE
T chc nhn s v cc b phn phc v
Nghin cu th trng v i th cnh tranh Nghin cu th trng v i th cnh tranh
Sn phm bn cho th trng MICE
Cc nh cung cp cc dch v h tr
o to bi dng nhn vin
Q b kh h h th t MICE Qung b khch sn cho th trng MICE
Ni dung chng II
1rnh to yoo cuo cou mot doun khuch MlCL
Doun ro kho du dom
Ch d d
Yoo cuo dut go cho
Doun ro kho du dom
kot knh nghom suo kh kot thoc
tDopurtoro/lost-con mootng)
h h
Chon du dom
tDostnuton soocton)
Yoo cuo dut go cho
tlnqory)
uo gu
1hunh toun
tng)
Cuc hout dong thoo ko houch
uo gu
tlroposu)
N
Nguy don
No
Cuc hout dong thoo ko houch
tSchodood uctvtos/progrum)
Yes
No
- Pre-con meeting
- Group Resume meeting
Nguy don
tArrvu duto)
Files
(History)
Yes - Group Resume meeting
- BEO Meeting
- Contract with Suppliers
- Change log/Amendment
1on trum
tSto nspocton)
Yes
Hop Dong/Dut Coc
tSuos Agroomont)
Choyon yoo cuo to choc
doun/toc cho cuc bo phun
tHundovor/Croop kosomo/LO)
Choun b phoc vo/
1hoo do cuc thuy do
tlropuruton/loov op)
Yes
Ni dung chng II
o to bi dng nhn vin
Ni dung chng II
1o choc nhun so & cuc bo phun phoc vo
l Cu doun to yoo cuo dut go cho cho to kh hop l. Cu doun to yoo cuo dut go cho cho to kh hop
dong dut coc:
- 1rong tut cu cuc khuch sun, bo phun Suos & 1rong tut cu cuc khuch sun, bo phun Suos &
Murkotng tS&M) cho truch nhom chnh. Voc nuy
dooc thoc hon bo nhun von Suos duc truch th
t oo MlCL d d b h S&M h d h troong MlCL do gum doc bo phun S&M ch dnh
- 1rong cuc khuch sun oy uotomutc, ngoo tu thoong
dong phun mom Doph do thoc hon cong voc 1ut dong phun mom Doph do thoc hon cong voc. 1ut
cu yoo cuo cou khuch doo dooc nhup oo vuo muy
tnh vu muy tnh so gop so y cong voc nuy
- 1rong cuc khuch sun khong oy uotomutc, th
ngoo tu dong so dut go cho unqoot kosorvuton
ook cho phong toc/ho ngh vu so ho tro cou bo ook cho phong toc/ho ngh vu so ho tro cou bo
phun dut phong tkosorvuton) vo phong o
l C d to d t o h h to kh ho l. Cu doun to yoo cuo dut go cho cho to kh hop
dong dut coc:
o phun S&M so cun so gop do pho hop cou bo - o phun S&M so cun so gop do pho hop cou bo
phun phong tkoom Dvson) vu bo phun um thoc
tlood & ovorugo Dopurtmont/l&) trong qou trnh tlood & ovorugo Dopurtmont/l&) trong qou trnh
buo gu vu ton trum
- 1rong qou trnh d ton trum, thoong ngoo tu mo g q , g g
du don bo phun koom Dvson vu l& cong thum
gu). Do kh con co cuc gum doc cup cuo tsonor
oxocotvos) huy tong gum doc thum gu nou
- 1oo choun cou cuc tup doun khuch sun on u
kh h h h h d b 24 khuch hung phu nhun dooc buo gu trong vong 24
go dong ho ko to kh dou ru yoo cuo buo gu
l C d to d t o h h to kh ho l. Cu doun to yoo cuo dut go cho cho to kh hop
dong dut coc:
Do tnh chut buo mut cou bun buo gu co mot so - Do tnh chut buo mut cou bun buo gu, co mot so
khuch sun d ton phong thoc hon buo gu onno.
Khuch dooc cong cup osor numo vu pussvord do Khuch dooc cong cup osor numo vu pussvord do
troy cup vuo buo gu do onno
- ou trnh nuy rut qoun trong, no qoyot dnh u y q g, q y
khuch sun co thunh cong huy khong do khuch chon
ou khuch sun mnh u no do o vu to choc so kon
cho doun
- Co mot so doun MlCL, ngoo tu khong ch so dong
kh h d h kh h kh mot khuch sun mu so dong nhoo khuch sun khuc
nhuo
2 Cu doun to kh hop dong dooc ky dut coc cho don 2. Cu doun to kh hop dong dooc ky, dut coc cho don
kh khuch d kho khuch sun:
- 1hoong trong cuc khuch sun on, choyon phoc vo 1hoong trong cuc khuch sun on, choyon phoc vo
khuch MlCL tconvonton hotos), ngoo tu bun guo
gu doun nuy cho bo phun Convonton Sorvcos troc
th b h l& d t h thooc bo phun l& dum truch
- o phun nuy co nhom vo pho hop chut cho vo
cuc bo phun phoc vo cou bo phun l& vu bo phun cuc bo phun phoc vo cou bo phun l& vu bo phun
koom Dvson do to choc phoc vo cho to kh khuch
d kho khuch sun
- Ngou voc pho hop vo 2 bo phun cho yoo tron,
Convonton Sorvcos con phu pho hop vo tut cu bo
phun on qoun khuc do dum buo cuc dch vo cong phun on qoun khuc do dum buo cuc dch vo cong
cup dong thoo yoo cuo vu dut moc do thou mun cuo
2 C d to kh ho d doo k d t h d 2. Cu doun to kh hop dong dooc ky, dut coc cho don
kh khuch d kho khuch sun:
1rong gu doun nuy nhun von Suos duc truch - 1rong gu doun nuy, nhun von Suos duc truch
MlCL cong phu thoo do xom bo phun Convonton
Sorvcos co um tot truch nhom cou mnh khong, Sorvcos co um tot truch nhom cou mnh khong,
thum gu gu qoyot cuc but dong noo co, chuo
khuch vuo nguy don turrvu), thoo do xom cuc dch
vo cong cup co houn chnh vu khuch co hu ong
khong, uy thong tn phun ho toodbuck) to bo phun
C t S t kh h d Convonton Sorvco, ton khuch nguy d
- Duy u gu doun do ho so pho hop nhp nhung,
nhunh nhon vu un y gou tut cu cuc bo phun trong nhunh nhon vu un y gou tut cu cuc bo phun trong
khuch sun do co tho phoc vo tot nhut
3. Cu doun suo kh khuch d kho khuch sun:
- Nhun von Suos phu cho truch nhom chnh trong
gu doun nuy
- Nhun von Suos uy toun bo thong tn phun ho to
b h C S d kh h bo phun Convonton Sorvcos vo doun khuch, tut cu
cuc voc um tot vo o khon ngo cong nho nhong
phun nun cou khuch noo co phun nun cou khuch noo co
- Nhun von Suos co nhom vo go tho cum on khuch
du so dong dch vo cou mnh go cho khuch tho gop du so dong dch vo cou mnh, go cho khuch tho gop
y vu cho tr hop rot knh nghom
Ni dung chng II
o to bi dng nhn vin
Ni dung chng II
Nghon coo th troong & do tho cunh trunh
l M h h d d t l. Mo troong chnh tr cou dom don tpotcu
onvronmont o tho dostnuton) tch coc vu tho
thuch
- Chnh tr on dnh
- Dum buo un nnh tot
h h h - oun ho tot vo nhoo nooc tron tho go
- Lu thunh von tch coc cou kho Asoun, Asun, Lon
Hop ooc, \1O, Hop ooc, \1O,
- Nhu nooc co nhong hout dong ho tro qoung bu hnh
unh ru tho go
h h - 1hum nhong
-
Dou tron nhong yoo to tron mu nhun von Suos dou
ho o h t t t ) kh kh th h ru nhong co ho topportontos) vu kho khun thuch
thoc tchuongos) to voc knh dounh Croop MlCL
Opportunities How to take advantage of opportunities
Political environment analysis
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Challenges Whats the impact of challenges g p g
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Comments:
-
2 Mo troong knh to cou dom don toconomc 2. Mo troong knh to cou dom don toconomc
onvronmont o tho dostnuton) tch coc vu tho
thuch
- 1oc do tung troong CDl hung num rut tot
- 1ung troong duo to nooc ngou munh mo
- 1hum gu vuo \1O
- So tung troong cou thunh phun knh to to nhun
- Hu tung vu nhun oc khong thoo kp so tung troong
vo knh to
1 d h t t d t - 1oc do um phut, gu tr dong ton
-
h h t ) kh kh h h ru nhong co ho topportontos) vu kho khun thuch
thoc tchuongos) to voc knh dounh Croop MlCL
Economic environment analysis
-
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Comments:
-
3 Mo troong vun hou xu ho cou dom don tsocu- 3. Mo troong vun hou xu ho cou dom don tsocu-
cotoru onvronmont o tho dostnuton) tch coc vu
tho thuch
Nh k h h h - Nhoo so kon vun hou tho thuo
- Do ngo nhun von tro, ngoo Vot Num hoo khuch
1rnh do ngou ngo - 1rnh do ngou ngo
- Cuc hout dong, phoong ton vo cho gu tr cong
cong ngou khuch sun tnght o)
- Cuc dch vo nght cob phu dong cou oc l2 go
khoyu
Cuc no du dom thum qoun tron um - Cuc no du dom thum qoun, tron um
-
ru nhong co ho topportontos) vu thuch thoc ru nhong co ho topportontos) vu thuch thoc
tchuongos) to voc knh dounh Croop MlCL
Social-Cultural environment analysis
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Comments:
-
4 X d h d th h t h 4. Xuc dnh do tho cunh trunh:
- A u do tho cunh trunh trong th troong MlCL
N h h MlCL - Num vong tut cu cuc ton ngh phoc vo MlCL cou
do tho cunh trunh
N o d h to d th - Num vong cuc dom munh yoo cou tong do tho
cunh trunh tstrongths & vouknossos o compottors)
Num but chon ooc gu cou do tho cunh trunh - Num but chon ooc gu cou do tho cunh trunh
- Xuc dnh cuc dom munh yoo cou khuch sun mnh
tstrongths & vouknossos o oor hoto) tstrongths & vouknossos o oor hoto)
- Xuc dnh dom munh duc bot cou khuch sun mnh
do bun cho khuch mu khuch sun khuc khong co do bun cho khuch mu khuch sun khuc khong co
dooc tonqoo song ponts)
5. 1hong tn vo do tho cunh trunh tcompottors no.):
Competitors Our Hotel Competitor 1 Competitor 2 Competitor 3 Competitor 4
No. of rooms
Room
i t inventory
Benefits
F&B Outlets F&B Outlets
Recreation
facilities
Banquet/
Conference
facilities
Others
6. lhun tch khuch sun cou mnh toor hoto):
Key strengths Implication related to the key strengths
Our hotel
-
-
-
-
- -
Weaknesses Implication related to the weaknesses
- -
-
-
-
-
Comments:
-
7. lhun tch do tho cunh trunh tcompottors):
Competitor 1 hotel
-
-
-
-
- -
Weaknesses Implication related to the weaknesses
- -
-
-
-
-
Comments:
-
8 Do ru o tho bun hung duc bot cou mnh |nqoo 8. Do ru o tho bun hung duc bot cou mnh - |nqoo
Song lonts:
Unique Selling Points of our hotel
1-
2-
3-
4-
5-
Comments:
-
Ni dung chng II
o to bi dng nhn vin
Ni dung chng II
Sun phum bun cho th troong MlCL
Mootng luckugo - Mootng luckugo
- koom kontu
- Cooo rouks/1homo Cooo rouks - Cooo rouks/1homo Cooo rouks
- A/V Lqopmont kontu
- roukust roukust
- Lonch
- Dnnor Dnnor
- Cuu/1homo Dnnor
- Ootsdo Cutorngg
- Socroturut Sorvcos
- Lntortunmont
- \ocomo Drnks
Sun phum bun cho th troong MlCL
A t k & t - Arport pck op & trunsor
- 1runsportuton
1 /S - 1oors/Sto soong
- 1oum odng
k - Co puckugo
- Spu puckugo
- uckdrop/unnor
- Cts, koom Drop
- Croop room ruto godono tvth/vthoot broukust,
commssonubo, non-commssonubo
Full Day Meeting Package
------------------------------------------------------------------------------------------------------------------
Number of attendance Minimum of 20 persons
Package inclusions
Full day room rental from 8:00am to 5:00pm
Audio Visual includes Ceiling mounted motorized front projection screen Audio Visual includes Ceiling mounted motorized front projection screen
2000 Ansi LCD projector
Integrated 5 channel audio mixer with 2 microphones
Complimentary local calls
P t bl OHP ( t) Portable OHP (on request)
35mm slide projector (on request)
Laser Pointer
R f h t M i C ff B k d Aft C ff B k d Refreshments Morning Coffee Break and Afternoon Coffee Break served
at pre-function area or in room
Lunch Options Restaurant 1: Italian inspired three courses set menu
Restaurant 2: Vietnamese or Western tray set lunch Restaurant 2: Vietnamese or Western tray set lunch
Meeting package benefits Dedicated Meeting Concierge and Technology Butler service
Exclusive meeting stationary
Fully automated coffee machines & herbal tea selection Fully automated coffee machines & herbal tea selection
during coffee breaks
At US$35 per person subject to 5% service charge and 10% VAT
Hlaf Day Meeting Package
------------------------------------------------------------------------------------------------------------------
N b f tt d Mi i f 20 Number of attendance Minimum of 20 persons
Package inclusions
Full day room rental from 8:00am to 13:00pm
Audio Visual includes Ceiling mounted motorized front projection screen
2000 Ansi LCD projector
Integrated 5 channel audio mixer with 2 microphones
Complimentary local calls Complimentary local calls
Portable OHP (on request)
35mm slide projector (on request)
Laser Pointer
Refreshments Morning Coffee Break served pre-function area or in room
Lunch Options Restaurant 1: Italian inspired three courses set menu
Restaurant 2: Vietnamese or Western tray set lunch Restaurant 2: Vietnamese or Western tray set lunch
Meeting package benefits Dedicated Meeting Concierge and Technology Butler service
Exclusive meeting stationary
Fully automated coffee machines & herbal tea selection y
during coffee breaks
At US$28 per person subject to 5% service charge and 10% VAT
Ni dung chng II
o to bi dng nhn vin
Ni dung chng II
Cuc nhu cong cup cuc dch vo ho tro
C th t b h h h h h - Cong cup cuc thot b ngho nhn cho ho hop
- Cong cup cuc thot b um thunh unh sung cho toc
C d h d d kh - Cong cup cuc dch vo trung tr, dun dong sun khuo
- Cong cup cuc dch vo n un bung ron tbunnor,
b kd t d t ) buckdrop, stundng postors, )
- Cong cup cuc dch vo vun choyon
C d h - Cong cup cuc toor do ch
- Cuc nhu hung doc up xong qounh
- Cuc nhu choyon to choc so kon
- Cuc hung o hunh no du, qooc to
- Cuc nhu to choc 1oum odng
- Cuc du dom co y nghu cho thoo to choc toc
Nh o d h t b h - Nhu cong ong cuc dch vo n un tu oo, brochoro,
choong trnh
Nhu cho thoo cuc thot b vun phong - Nhu cho thoo cuc thot b vun phong
- Nhu cong ong cuc dch vo phon dch
Nh d do h ho t - Nhu dun dong ho cho tron um
- Dch vo qouy phm, chop hnh
Nh d h h - Nhu cong cup cuc dch vo vo cho gu tr, cu mou
nhuc, boo don tho trung
Nh o th t k o - Nhu cong ong, thot ko qou oo nom
- Sun go
D h b - Dch vo tu sun buy
lh th t h tb t ) - lhu thot up mo qoun ho um un tbosnoss purtnor)
uo du vo cuc nhu cong ong tron nhum cong cup
dch vo ho tro tot nhut cho khuch hung cou mnh dch vo ho tro tot nhut cho khuch hung cou mnh
vo gu cu cunh trunh
- Cuc nhu cong ong tron u mot phun qoun trong trong Cuc nhu cong ong tron u mot phun qoun trong trong
huo hot cuc choong trnh cou doun MlCL non khong
tho thoo dooc
- 1hoong xoyon cup nhut dunh such cuc nhu cong
ong, ngoo on uc, gu cu vu cuc sun phum, dch vo
do sun sung phoc vo khuch hung mot cuch tot nhut
- Mo nhun von doo co tho troy cup thong tn vo cuc
h d h h h d d nhu cong cup dch vo ho tro mot cuch do dung
Ni dung chng II
o to bi dng nhn vin
Ni dung chng II
o to bi dng nhn vin
Duo tuo bo doong nhun von suos vu nhun
h h t h th t oo MlCL von phoc vo choyon truch th troong MlCL
l. Do vo nhun von Suos:
Nh S h h h MlCL - Nhun von Suos choyon truch th troong MlCL cun
phu dooc houn oyon kon thoc vo cuc hout dong
toporuton knovodgo) cou bo phun koom Dvson toporuton knovodgo) cou bo phun koom Dvson
vu cou bo phun l&
- Nhun von Suos cun dooc houn oyon ky nung suos - Nhun von Suos cun dooc houn oyon ky nung suos
cho doun MlCL, no do ho ngoo nhun von phu
tho thup rut nhoo thong tn to phu khuch hung, p g p g,
phu co kon thoc rut suo rong vo tut cu nhong sun
phum dch vo cou khuch sun cong cup
- 1hoong th khuch sun oon co mot boo muo tnqory
orm) dunh rong cho nhun von suos doun MlCL
Duo tuo bo doong nhun von suos vu nhun
h h t h th t oo MlCL von phoc vo choyon truch th troong MlCL
2. Do vo nhun von Convonton Sorvcos:
N k h h d - Ngou cuc kon thoc suo rong vo hout dong cou tut
cu cuc bo phun, nhun von bo phun nuy cun dooc
houn oyon vo ky nung qoun y so kon tovont houn oyon vo ky nung qoun y so kon tovont
munugomont)
- Nhun von bo phun nuy cong cun dooc houn oyon - Nhun von bo phun nuy cong cun dooc houn oyon
nhong ky nung co bun cou suos v ho guo top vo
khuch hung trong mot qou trnh rut du nho nhun g g q
von suos. Ho top toc suos nhong dch vo bo song
houc nung cup topgrudo) nhong dch vo du bun
d trooc do
In-Depth Checklist
l t h b h d t o h t d l. ou trnh bun hung vu dut go cho tsuos und
bookng procoss
Vun phong suos co dooc buo qoun tot gon gung - Vun phong suos co dooc buo qoun tot, gon gung,
ngun nup do khuch hung co tho don thum vong
Nhun von top tun/tho ky cou phong Suos co so nhut - Nhun von top tun/tho ky cou phong Suos co so nhut
ky cuc cooc hon cou cuc nhun von suos do co tho
nhun ru khuch vu go ton ho kh ho don g
- Nhong nhun von doo pho ho tro phong suos co
dunh thop rong khong tsuos coordnutor) p g g
- Nhong nhun von doo pho ho tro phong suos co to
don tong Anh vu to don choyon dong vo thoc un
tconury torms dctonury) tu bun um voc houc o
no gun cho um voc mu ho do uy
In-Depth Checklist
bookng procoss
Co cuc qoy dnh do dum buo oon oon co ngoo tru - Co cuc qoy dnh do dum buo oon oon co ngoo tru
o don thou o vun phong trong soot cuc nguy um
voc voc
- Don thou co dooc tru o trooc kh roo to un tho bu
- Co boo muo do gh u tn nhun houc so dong ho Co boo muo do gh u tn nhun, houc so dong ho
thong omu do go tn nhun cho ngoo nhun
- Nhun von tro gop hunh chunh trong bo phun suos Nhun von tro gop hunh chunh trong bo phun suos
co dooc oy qoyon do gu qoyot cuc yoo cuo cou
khuch hung kh nhun von suos khong co mut
- Mo nhun von suos co so don thou troc top khong
In-Depth Checklist
l ou trnh bun hung vu dut go cho tsuos und l. ou trnh bun hung vu dut go cho tsuos und
bookng procoss
- Co hop tho tru o to dong trong phong suos khong Co hop tho tru o to dong trong phong suos khong
- Noo co hop tho tru o to dong, no co dooc tho bo
chnh mo nhun von suos mo nguy khong
- Mo o ho so cou khuch hung co buo gom cuc guy
to suo: buo cuo cooc go tcu roport), bung gh nhun
yoo cuo dut go cho tnqory orm) nguy cun on uc yoo cuo dut go cho tnqory orm), nguy cun on uc
vo khuch sup to tnoxt truco duto), hop dong
tcontruct/suos ugroomont), hou don tproomu g p
nvoco), cuc LO gun nhut
- Ho so khuch hung tos) cou nhun von suos,
t doo o t o th tho to AC h convonton sorvco dooc oo tro thoo tho to AC huy
thoo nguy don
In-Depth Checklist
bookng procoss
Co ho thong kom sout cuc ho so khuch hung mo kh - Co ho thong kom sout cuc ho so khuch hung mo kh
no dooc uy ru kho to cut ho so tOot Curds)
Kh mu mot o ho so dooc uy ru do so y oc houn - Kh mu mot o ho so dooc uy ru do so y, oc houn
tut ho so do co dooc cut u nguy to ho so o cho co
trong nguy houc nguy nguy hom suo g g y g y g y
- Co ho thong do troy cup cuc ho so du b hoy
- Co so dong guy duc bot rong do n buo gu, thoc Co so dong guy duc bot rong do n buo gu, thoc
don,
- 1on cou nhun von pho truch phong suos co num p p g
trong cuc ho so go cho khuch hung
In-Depth Checklist
bookng procoss
Co cuc qoy dnh do dum buo ton cou khuch hung - Co cuc qoy dnh do dum buo ton cou khuch hung
dooc cuch xong ho mot cuch dong dun, chnh xuc,
khong b o chnh tu khong b o chnh tu
- 1ut cu cuc ho so tu oo go cho khuch hung co dooc
kom tru o chnh tu trooc kh go g
- Co u kom tru u cuc tu oo tron do xom u mot un
nou o chnh tu vu ngo phup trooc kh go d g p p g
- 1ut cu cuc ho so tu oo phun ho u cho khuch hung
phu dooc go d trong vong 24 go dong ho
In-Depth Checklist
2 Cong co ho tro bun hung: 2. Cong co ho tro bun hung:
- Co boo muo oon sun sung trooc mut vo cuc cuo ho
cun thot do tru o cuc yoo cuo dut go cho tnqory cun thot do tru o cuc yoo cuo dut go cho tnqory
orm vth koy qoostons)
- Nhun von suos co ho tut cu cuc cuo ho thot yoo
trong nqory orm
- Co qoy dnh mo nguy guo cho mot nhun von suos
pho truch um tut cu cuc nqory cou nguy hom do pho truch um tut cu cuc nqory cou nguy hom do
- Noo guo cho mot nhun von suos choyon truch mo
nguy pho truch nqory, co nhun von do phong cho nguy pho truch nqory, co nhun von do phong cho
nhun von do trong troong hop khun cup kh unh tu
vung mut khong
- Nhun von tong du co dooc thong buo hung nguy u
pho truch nqory khong
In-Depth Checklist
- Cuc nqory mu chou tho gu qoyot dooc, con ton
dong tpondng ouds) co dooc gu qoyot trong vong dong tpondng ouds) co dooc gu qoyot trong vong
mot toun khong
- Co chnh such gu phong cuc go cho do mo nhun
h h kh d h von suos co tho thum khuo vu dooc houn oyon up
dong tSpuco koouso locy uvuubo)
Spuco koouso locy co dooc cup nhut thoong xoyon - Spuco koouso locy co dooc cup nhut thoong xoyon
mo 60 nguy thoo cong vo tnh hnh knh dounh oc
cuo dom vu so oong phong cuo nhut dunh cho doun g p g
tgroop cong & nood tmo cuondur)
- Nhun von suos co dooc duo tuo mot cuch ky oong
S k l d t h t o h vo Spuco koouso locy do trunh cuo tru o cho
khuch ts oor pocy
In-Depth Checklist
- Nhun von suos co dooc duo tuo mot cuch ky oong
cuc chnh such vo cong no vu thunh toun cou khuch cuc chnh such vo cong no vu thunh toun cou khuch
sun
- Co cuc chnh such vo sot op, tour dovn, vu cuc
h d h kh h h kh h hoong dun vo voc co tnh ton khuch huy khong cho
voc nuy
Co phun khoc th troong cho mo nhun von suos - Co phun khoc th troong cho mo nhun von suos
khong
- Nhun von suos co num dooc dunh such l0 khuch Nhun von suos co num dooc dunh such l0 khuch
hung qoun trong hung duo cou khuch sun ttop l0
costomors)
- Nhun von suos co num vong vo cuc trung thot b
ngho nhn vu gu bun cou cuc trung thot b nuy
In-Depth Checklist
2 C h t o b h 2. Cong co ho tro bun hung:
- Nhun von suos vu convonton sorvcos co dooc duo
tuo do bun cuc sun phum dch vo cuo cup hon top tuo do bun cuc sun phum dch vo cuo cup hon top
so) cho khuch hung dou tron voc dunh gu cuc yoo
cuo khuch hung cuo khuch hung
- Nhun von suos co dooc duo tuo vu cup chong ch
CMl tCortod Mootng lunnor) t g )
- Co ch too tgou/bodgot) dut ru cho mo nhun von
suos
- Nhun von suos co dunh such cuc nhu cong ong, cuc
do tuc cong cup cuc dch vo sun phum ho tro
- Co phun mom do vo so do phong toc tron muy tnh
tcompotorzod oor pun dugrum progrum)
In-Depth Checklist
- Co ch cup nhut mo thung vo tnh hnh knh dounh
nhong nguy cuo dom tnood tmo cuondur) nhong nguy cuo dom tnood tmo cuondur)
- Nhong nguy cuo dom nuy co dooc phun unh trong
nhut ky dut go cho tdury)
- Nhun von suos co bot dooc co nhong nguy cuo
dom phu bun o moc gu cuo nhut
Nh k d h d h h d d - Nhut ky dut go cho co dooc gh chop duy do vuo tut
cu cuc vong cho mo yoo cuo go cho
Co kom tru hung thung tuodt o uccorucy ontros n - Co kom tru hung thung tuodt o uccorucy ontros n
dury) cuc gh chop trong nhut ky dut go cho
- Nhun von suos co no oc dunh dooc hop dong vo p g
khuch trong vong 4 toun ko to nguy duo ton nhun
dooc yoo cuo dut go cho
In-Depth Checklist
2 C h t o b h 2. Cong co ho tro bun hung:
- Vuo nhong oc cuo dom mu khong tho dup ong thoo
yoo cuo cou khuch hung nhun von suos co do ngh yoo cuo cou khuch hung, nhun von suos co do ngh
khuch nhong gu phup thuy tho tutornutvo dutos)
Nhun von suos co tnh toun dounh tho do kon cho - Nhun von suos co tnh toun dounh tho do kon cho
tong doun nguy to duo kh nhun dooc yoo cuo dut go
cho
- Nhun von suos co so sunh dounh tho nuy vo dounh
tho thoc to suo kh khuch ro kho khuch sun
- Nhun von suos co thoong xoyon thoo do tut cu cuc
gh chop dut go cho cou mnh trong nhut ky do dum
buo dong chnh xuc vo yoo cuo cou khuch vu thuy
cuc do phut snh do truch mut co ho bun hung
Ni dung chng II
o to bi dng nhn vin
Ni dung chng II
oung bu khuch sun cho th troong MlCL g g
- Cuch qoung bu do tho hot th troong MlCL phu
khuc so cuc th troong khuc cun phu co chon ooc khuc so cuc th troong khuc, cun phu co chon ooc
vu cuch um rong bot
lhu co brochoro rong cho th troong MlCL - lhu co brochoro rong cho th troong MlCL
- lhu co nhun von choyon truch mung th troong
nuy nuy
- 1hoong ngoo tu thum gu cuc ho cho qooc to
choyon dunh cho knh dounh th troong MlCL nho choyon dunh cho knh dounh th troong MlCL nho
l1&CMA n 1huund, AlML n Aostruu
- Khong ch qoung bu khuch sun mnh mu con phu g q g p
qoung bu cu kho voc xong qounh khuch sun
tdostnuton), houc cu nooc Vot Num
oung bu khuch sun cho th troong MlCL g g
- Co tho kot hop cong nhoo ngoo o nhong nh voc
khuch nhuo nhong cong mot moc too nhum vuo th khuch nhuo nhong cong mot moc too nhum vuo th
troong MlCL
1hum gu cuo uc bo MlCL tMlCL Cob cou - 1hum gu cuo uc bo MlCL tMlCL Cob cou
Votnum)
- 2 th troong on nhut knh dounh MlCL o Chuo A - 2 th troong on nhut knh dounh MlCL o Chuo A
1hu nh Doong u Snguporo vu Aostruu
- 1hum gu cuc ho cho do tup doun to choc 1hum gu cuc ho cho do tup doun to choc
- \obsto co cuc ton ngh dch dup ong mot houc
nhoo yoo cuo cou doun khuch MlCL y
Choong lll:
oy 1rnh Knh Dounh vu lhoc Vo
1h 1roong MlCL 1rong Khuch Sun 1h 1roong MlCL 1rong Khuch Sun
Ni dung chng III
Trnh t tnh trng t gi ch mt on khch MICE: Trnh t tnh trng t gi ch mt on khch MICE:
Prospect, Tentative, Definite
Trnh t theo s kin ca mt on khch MICE
- Pre-event, during event, post event Pre event, during event, post event
- Inquiry form, proposal, site inspection, agreement,
group resume, BEO, Pre-con meeting, Post-con
meeting meeting
Ni dung chng III
1rnh to tnh trung cou mot yoo cuo dut go
cho cou mot doun khuch MlCL cho cou mot doun khuch MlCL
l. Cu doun tom nung tprospoct):
Duy u gu doun mu khuch on uc vo khuch sun do - Duy u gu doun mu khuch on uc vo khuch sun do
go to yoo cuo dut go cho vu yoo cuo khuch sun go
buo gu g
- Co kh gu doun nuy koo du cho to suo kh d ton
trum
- Nhun von suos phu um tot nguy to duo kh uy
thong tn to khuch hung bung cuch dou vuo nqory
h h h orm vu toun thoo cuc too choun vo qou trnh uy yoo
cuo go cho cou khuch tconsomor uodt nqory
toophono ov) phu cum nhun vu dunh gu dooc tom toophono ov), phu cum nhun vu dunh gu dooc tom
nung cong nho nho cuo cou khuch hung do dou ru dooc
bun buo gu hup dun vu cunh trunh
l. Cu doun tom nung tprospoct):
Khuch sun thoong tm mo cuch do tuc dong tch coc - Khuch sun thoong tm mo cuch do tuc dong tch coc
don khuch trong gu doun nuy do tho hot so cho y vu
tho hon so qoun tum cou khuch sun to khuch hung tho hon so qoun tum cou khuch sun to khuch hung
v thoong khuch oon ho buo gu cou nhoo khuch
sun do ou chon
- O gu doun nuy, khuch sun chou go cho cho but ky
phong o vu phong ho ngh nuo tno goost rooms und
oncton room to bo rosorvod ut ths stugo)
2. Cu doun bun buc moon ky hop dong ttontutvo):
Duy u gu doun khuch co bun dong y bung mong - Duy u gu doun khuch co bun dong y bung mong
tvorbuy conrm) vu yoo cuo khuch sun go hop
dong chnh thoc dong chnh thoc
- 1hoong gu doun nuy suy ru suo kh khuch du houn
tut choyon d ton trum vu hu ong vo cuc ton ngh tut c oyo d t o t u u u o g o cuc t o g
dch vo cou khuch sun
- Co nhong doun don gun, khong co nhoo yoo cuo g g , g y
phoc tup, ngoo to choc co tho khong ton trum mu
yoo cuo khuch sun go hop dong nguy suo kh dong
b y buo gu
- Muc do khuch du co bun dong y bung mong vu yoo Muc do khuch du co bun dong y bung mong vu yoo
cuo go hop dong, nhong khong v tho mu nhun von
suos o u trong qoun ho vo khuch v do tho cunh
trunh dung tch coc khuc phoc so thut bu cou mnh
- Duy u gu doun rut qoun trong cun phu nhunh chong
h h kh h k h d d h thoyot phoc khuch ky hop dong vu dut coc go cho
mot cuch chuc chun
Cu doun nuy cho yoo u bun buc cuc doo khoun - Cu doun nuy cho yoo u bun buc cuc doo khoun
trong hop dong ttorms & condtons) v cuc doo khoun
nuy khong co do cup trong buo gu. Cong co troong nuy khong co do cup trong buo gu. Cong co troong
hop khuch hoy v khong dong y vo cuc doo kon
trong hop dong cou khuch sun
- O gu doun nuy phong khuch vu phong ho ngh dooc O gu doun nuy phong khuch vu phong ho ngh dooc
khuch sun go cho mot cuch tum tho trong mot tho
hun xuc dnh trong kh cho khuch ky hop dong
- lhong o vu phong ho ngh tum tho go cho cho
khuch dooc tro kho qoy phong cou khuch sun troom
) nvontory)
- Do vo khuch sun mu ho thong qoun y khuch sun
tlMS) vu ho thong dut go cho tkosorvuton Systom) tlMS) vu ho thong dut go cho tkosorvuton Systom)
khuc nhuo th do du tro kho qoy phong cou lMS
nhong kosorvuton Systom vun top toc bun phong cho nhong kosorvuton Systom vun top toc bun phong cho
to kh nuo mu voc dut go cho mot cuch chnh thoc
tdonto)
3. Cu doun dut go cho chnh thoc tdonto):
Duy u gu doun mu khuch du ky hop dong go u - Duy u gu doun mu khuch du ky hop dong, go u
hop dong cho khuch sun vu khuch sun cong du
nhun dooc ton dut coc thoo yoo cuo cou hop dong nhun dooc ton dut coc thoo yoo cuo cou hop dong
- O gu doun nuy phong o vu phong ho ngh dooc
go cho cho khuch mot cuch chuc chun chnh thoc, g o c o c o uc ot cuc c uc c u c t oc,
dooc uy ru kho qoy phong o tut cu cuc ho thong
lMS vu kosorvuton Systom
- Nhun von suos gu doun nuy so choun b toun bo
ho so thoo too choun qo dnh cou khuch sun vu
b h b h d h bun guo cho bo phun Convonton Sorvco do choun
b phoc vo
3. Cu doun dut go cho chnh thoc tdonto):
Nhun von nhun bun guo o bo phun Convonton - Nhun von nhun bun guo o bo phun Convonton
Sorvco so dooc nhun von suos go thoo cho
khuch vu thong buo voc bun guo. Nhun von khuch vu thong buo voc bun guo. Nhun von
Convonton Sorvco cong to go thoo mnh vo
khuch vu thong buo cho khuch bot u mnh so top g p
toc cong voc cho don coo do khuch on uc
- Cu doun nuy cho yoo u choun b sup xop cuc
cong voc ch tot hon, on qoun nhoo hon cuc vun
do ky thout nghop vo phoc vo khuch
d h - Duy u gu doun mu Convonton Sorvco so thong tn
on uc don tut cu cuc bo phun trong khuch sun
Ni dung chng III
meeting meeting
Ni dung chng III
meeting meeting
Cu doun lro-Lvont
l. Chon du dom:
Cun phu oo y rung do vo mot doun khuch MlCL - Cun phu oo y rung do vo mot doun khuch MlCL
th doo trooc ton u ngoo tu ou chon dom don
tdostnuton) trooc kh chon khuch sun nuo o dom tdostnuton) trooc kh chon khuch sun nuo o dom
don do
- Kh cun nhuc mot dom don, ngou khuch sun ru, cu uc ot d o do , gou uc su u,
ngoo tu con cun nhuc nhoo yoo to khuc nou. Mot
trong nhong yoo to dooc dut on hung duo u vun do
un nnh un toun cou dom don
- Mot so nhu to choc co kh con nghon coo cu phoong
d h kh h d un do phong kh to choc mot doun MlCL
Cu doun lro-Lvont
2. Yoo cuo dut go cho tlnqory lorm):
- Nhun von suos but booc phu dong nqory orm vu Nhun von suos but booc phu dong nqory orm vu
toun thoo qoy trnh nhun yoo cuo dut go cho
- Duy u qoy trnh hot soc qoun trong tuo un toong y q y q g g
choyon nghop bun duo cou khuch sun do vo khuch
hung
- Nhun von suos thoong dooc ron oyon ky nung nuy
rut cho duo vu dooc kom tru thoong xoyon dnh ky
- Cu doun nuy do ho ngoo nhun von phu co kon
thoc tot vo tut cu cuc sun phum dch vo cou khuch
t h h t h t mot cuch cup nhut nhut
l l lnqory lorm
Cu doun lro-Lvont
b t ) 3. un buo gu tSuos lroposu):
- Suo kh um tot gu doun nhun yoo cuo dut go cho,
h h h b b b h kh h nhun von suos phu choun b bun buo gu cho khuch
hung
No dong bun buo gu buo gom tut cu cuc dch vo vu - No dong bun buo gu buo gom tut cu cuc dch vo vu
gu cu thoo yoo cuo cou khuch hung, gu cu cuc dch
vo kom thoo cun thot, thong tn khuch hung vu ngoo vo kom thoo cun thot, thong tn khuch hung vu ngoo
du don guo dch cou khuch sun, nhong thong tn
cun thot vo voc dut go cho cho phong o vu phong g p g p g
ho ngh
- Voc go bun buo gu phu toun tho cuc qoy trnh vu
qoy dnh cou khuch sun vu phu dooc ky doyot bo
ngoo co truch nhom trooc kh go cho khuch
S l Suos lroposu
Cu doun lro-Lvont
4 1hoong thuo tNogotuton): 4. 1hoong thuo tNogotuton):
- Suo kh go buo gu, nhun von thoong gup phu tro ngu
on nhut u phu thoong thuo vo khuch hung vo gu cu, on nhut u phu thoong thuo vo khuch hung vo gu cu,
cuc ton ngh phoc vo, cuc sun phum dch vo cou
khuch
- Duy u gu doun mu khuch hung up bung so sunh
khuch sun mnh vo cuc khuch sun khuc
- Voot qou cuc tro ngu nuy gop phun dom don thunh
cong cho nhun von suos
M t t k o t h h - Mot trong cuc ky nung mu ngoo tu ron oyon cho nhun
von suos o gu doun nuy u ky nung ung ngho
tstonng sk) Ngou ru ngoo tu cong houn oyon rut tstonng sk). Ngou ru ngoo tu cong houn oyon rut
nhoo ky nung cun thot khuc gop nhun von suos
thunh cong trong thoong thuo vo khuch hung
Cu doun lro-Lvont
h h t ) 4. 1hoong thuo tNogotuton):
- 1ro ngu on nhut kho voot qou nhut u vun do gu cu
- Nhun von suos go u nhun von co tho bun sun
phum cou mnh thoo gu mong moon mu khong cun
phu gum gu tdscoont) phu gum gu tdscoont)
- Mot trong cuc cong co ngoo tu duy cho nhun von
suos do voot qou ruo cun gu cu u phu noo but dooc suos do voot qou ruo cun gu cu u phu noo but dooc
oo tho vo o ch tbonots) mu sun phum dch vo cou
mnh toutoros) dom u cho khuch hung nhum thou mnh toutoros) dom u cho khuch hung nhum thou
mun o moc cuo nhut moc too cou ho toboctvo).
Cong thoc lO ru do to do um cong co cho nhun
von suos doong duo vo nhong but dong vo gu
Cu doun lro-Lvont
h h t ) 4. 1hoong thuo tNogotuton):
- Mot trong nhong phoong phup ngoo tu thoong dong
o th d h th kh nou u thom vuo cuc dch vo cong thom mu khong
phut snh nhoo ch ph cho khuch sun do thoyot
phoc khuch thuy v gum gu phoc khuch thuy v gum gu
- Do vo nhong hun cho vo cuc ton ngh phoc vo th
nhun von suos phu bot sung tuo vu co kon thoc nhun von suos phu bot sung tuo vu co kon thoc
choyon mon vo cuc ton ngh do co tho dou ru dooc
cuc gu phup thuy tho nhum khuc phoc cuc hun cho g p p y p
do
- Do kh cuc o ch tbonots) mu khuch hung co dooc
cong gop phun khc phoc cuc khom khoyot vo ton
ngh
Cu doun lro-Lvont
5 1on trum tSto npsocton): 5. 1on trum tSto npsocton):
- Khong phu oc nuo cong phu d ton trum, ch up
dong cho cuc doun on qoun trong co nhoo so sup dong cho cuc doun on, qoun trong, co nhoo so sup
xop phoc tup. Ngoo to choc cun tun mut thuy dooc
cuc ton ngh vu so dong tho cuc dch vo trooc kh g g
xuc nhun chnh thoc vu ky hop dong dut coc
- V suo kh d ton trum u so co qoyot dnh vo voc ou
chon du dom vu nhu cong cup dch vo cong nho
duy u co ho cho nhun von suos dooc gup mut truo
d t o t o oo t ho /kh h h d do troc top vo ngoo to choc/khuch hung vu co dp
do go thoo cuc sun phum dch vo cou mnh cho
khuch non voc sup xop thoc hon choyon ton trum khuch, non voc sup xop thoc hon choyon ton trum
cho khuch rut qoun trong, cun phu dooc choun b
cho duo, tuo un toong tot nhut cho khuch
Cu doun lro-Lvont
- Khuch thoong co sun trong y ngh u so chon khuch
sun nuo trooc kh don dou tron bun buo gu vu qou sun nuo trooc kh don dou tron bun buo gu vu qou
trnh thoong thuo, toy nhon khuch thoong cong
moon xom qou khuch sun mu mnh do dnh khong q g
chon. Duy u doo rut ngoy hom noo khuch sun mu
khuch do dnh chon um khong tot choyon d ton
trum nuy
- 1hong thoong cuc khuch sun thot ko nhoo ou toor
kh h d o th kh h th t t ) do khuc nhuo do go thoo vo khuch sun thoto toor) dou
vuo tnh chut vu moc do qoun trong cou khuch thum
qoun: Stundurd 1oor \O\1oor MlCL 1oor qoun: Stundurd 1oor, \O\ 1oor, MlCL 1oor
Cu doun lro-Lvont
- 1hong thoong cuc khuch sun dou ru cuc qoy dnh
chnh such tpocy & procodoros) vo qoy trnh thoc chnh such tpocy & procodoros) vo qoy trnh thoc
hon mot yoo cuo d ton trum: ton phong vu dou don
khuch, choo du khuch, thoc hon toor, yoo cuo cuc y
bo phun on qoun cong thum gu hop thuo oun vo
khuch,
- Nhun von suos kh thoc hon ton trum cun phu
bot khuch sun do tho cunh trunh cou mnh u u,
h d d h t h o d d houc du dom nuo so cunh trunh vo du dom cou
mnh, phu bot rut ro vo khuch hung, vu tro qoyot
dnh cou ho u co khu nung guy unh hoong ch so dnh cou ho, u co khu nung guy unh hoong, ch so
to choc cuc so kon cou ho,
Cu doun lro-Lvont
6 Hop dong Dut coc tSuos Agroomont Dopost): 6. Hop dong Dut coc tSuos Agroomont Dopost):
- Suo kh khuch tron co bun du dong y bung mong
tvorbu) mo so sup xop vu gu cu cuc sun phum dch tvorbu) mo so sup xop vu gu cu cuc sun phum dch
vo cou khuch sun, khuch so yoo cuo khuch sun go
hop dong p g
- Nhun von suos cou khuch sun phu soun hop dong
dou tron muo du dooc qoy dnh bo khuch sun do go
cho khuch vu choyon tnh trung cou bookng nuy
sung tentative status
- Hop dong buo gom cuc no dong trong buo gu mu
nhun von suos vu khuch hung tron ngoyon tuc du
dong y cng thom cuc doo kon cou hop dong ttorms dong y cng thom cuc doo kon cou hop dong ttorms
& condtons)
Cu doun lro-Lvont
6. Hop dong Dut coc tSuos Agroomont Dopost): p g g p
Cuc doo kon cou hop dong ttorms & condtons)
thoong u:
- Cuc doo kon vo dut go cho phong o trosorvuton
mothod, room uttrton, cuncouton o rosorvuton,
cot o duto, uto chock oot, chock-n/chock-oot
tmng, oury urrvu/uto dopurtoro)
d k h h - Cuc doo kon vo go cho phong toc vu so oong
khuch toncton rooms bookng, gouruntood nombor o
uttondunco mono chungos oncton room sot op uttondunco, mono chungos, oncton room sot op,
ootsdo contructor, otc
- Cuc doo kon vo thunh toun dut coc hoy vu cuc - Cuc doo kon vo thunh toun, dut coc, hoy vu cuc
doo kon khuc tpuymont, dopost, cuncouton,
othors)
Croop Suos Croop Suos
Agroomont Agroomont
Cu doun Lvont
l. un guo hop dong cho bo phun Convonton Sorvco: g p g p
- Co nhong khuch sun nho th bo phun suos so um to
coo vu khong bun guo. Voc bun guo nuy thoong
suy ru o cuc khuch sun on tconvonton hotos)
- Voc bun guo to bo phun suos cho bo phun
convonton sorvcos dooc thoc hon thoo dong trnh to
too choun mu khuch sun du qoy dnh. 1hoong th
khuch sun co mot dunh moc tlo 1ornovor Chockst) khuch sun co mot dunh moc tlo 1ornovor Chockst)
do nhun von suos kom tru ho so bun guo cou mnh
xom duy do chou thoo dong qoy dnh cou khuch sun xom duy do chou thoo dong qoy dnh cou khuch sun
trooc kh ton hunh bun guo nhum dum buo voc bun
guo dooc thong nhut mo oc vu thong tn bun guo g g g g
duy do chnh xuc do gop bo phun phoc vo dom u
cho khuch so hu ong o moc cuo nhut
Cu doun Lvont
l. un guo hop dong cho bo phun Convonton Sorvco: g p g p
- Kh bun guo, thoong u co mot bon bun bun guo gh
ro cuc ho so bun guo, nguy bun guo vu ky nhun gou
2 bon guo vu nhun bun guo tCroop lo 1ornovor
Covor Shoot) cong vo dunh moc kom tru bun guo
t1 Ch k t) t1ornovor Chockst)
- Kh bun guo, nhun von suos phu go tho thong buo
cho khuch hung voc bun guo vu go thoo ngoo mu cho khuch hung voc bun guo vu go thoo ngoo mu
mnh bun guo vo khuch. 1hoong th khuch dooc go
thoo vo qoy trnh nuy trong qou trnh guo dch gou thoo vo qoy trnh nuy trong qou trnh guo dch gou
khuch vo nhun suos trooc kh ky hop dong houc
trong oc d ton trum
Cu doun Lvont
2. o phun Convonton Sorvco oov op: p p
- Suo kh nhun bun guo, nhun von bo phun
convonton sorvco cong go tho to go thoo vo
kh h h h h t h h h khuch hung u mnh so cho truch nhom vo hop
dong vo khuch to oc nuy tro d suo kh nhun von
suos du go thoo mnh vo khuch suos du go thoo mnh vo khuch
- 1o oc nuy, mo thong tn on uc vo khuch u do
nhun von convonton sorvco cho truch nhom, nhun
kh h von suos khong thum gu vuo nou
- Nhun von convonton sorvco so top toc go on uc
vu thoong xoyon truo do thong tn vo khuch hung do vu thoong xoyon truo do thong tn vo khuch hung do
thoo do xom co g thuy do khong vu yoo cuo khuch
cong cup thom thong tn mu khuch chou tho cong g p g g
cup dooc kh ky hop dong
Cu doun Lvont
- Nhun von convonton sorvco cong so thoo do voc
thoc hon hop dong do khuch nho qou trnh dut coc, p g q ,
go dunh such khuch, xuc nhun so oong phong dut
vu so oong khuch do hop/toc,
- Noo co g thuy do so vo hop dong th nhun von
convonton sorvcos phu um pho oc hop dong
tAdd d ) d h h tAddondom) do trunh trunh cu vo suo nuy
- 1rong qou trnh thoo do vo khuch, noo co g but
d th t h o h kh dong mu cuc thong tn ho so mnh co khong gu
qoyot dooc th non yoo cuo nhun von suos um ro
u vo khuch hung nguy up toc ro mo top toc u vo khuch hung nguy up toc ro mo top toc
Cu doun Lvont
- Nhun von convonton sorvco co truch nhom thong
buo cho cuc bo phun on qoun tut cu cuc thong tn
d MlCL d th d h t h vo doun MlCL dong thoo qoy dnh too choun cou
khuch sun vo no dong vu tho hun yoo cuo cong cup
Dunh such doun troomng st) thoo cot o duto dooc . Dunh such doun troomng st) thoo cot o duto dooc
qoy dnh trong hop dong choun cou khuch sun cho
bo phun dut phong
. Co Croop kosomo cho cuc bo phun: thoong u
dooc choun b t nhut trooc l4 nguy vu phut cho cuc
bo phun on qoun trooc t nhut l0 nguy ko cho to bo phun on qoun trooc t nhut l0 nguy ko cho to
nguy khuch to khuch sun
. Co LO cho cuc bo phun: thoong u phu phut ru . Co LO cho cuc bo phun: thoong u phu phut ru
cho cuc bo phun t nhut 7 nguy trooc nguy ho
ngh/toc
Cu doun Lvont
- Suo kh go Croop kosomo, noo co g thuy do th
nhun von convonton sorvcos phu cup nhut hou
C k h b h tk d C Croop kosomo cho cuc bo phun tkovsod Croop
kosomo)
- Suo kh go LO noo co thuy do g vo ho ngh/toc - Suo kh go LO noo co thuy do g vo ho ngh/toc
th nhun von convonton sorvcos phu um guy thuy
do tChungo Log/Amondmont) go thong buo cho tut
b h cu cuc bo phun
- Nhun von convonton sorvcos phu on uc vo cuc
nhu cong cup dch vo ho tro do ho cong cup cuc dch nhu cong cup dch vo ho tro do ho cong cup cuc dch
vo ho tro thoo hop dong du ky vo khuch
- 1roong hop khuch to ky hop dong vo cuc nhu cong 1roong hop khuch to ky hop dong vo cuc nhu cong
cup dch vo ho tro th mnh cong phu on uc vo ho
do pho hop to choc cho xoong so
Cu doun Lvont
3. Croop kosomo:
- Croop kosomo u mot cong co dong do thong tn on
uc gou bo phun convonton sorvcos/suos vo cuc bo
phun phoc vo cou khuch sun do to choc phoc vo cho phun phoc vo cou khuch sun do to choc phoc vo cho
doun
- 1ut cu thong tn vo doun cong nho nhong sun phum 1ut cu thong tn vo doun cong nho nhong sun phum
dch vo cun phu cong cup thoo hop dong dooc do
cup trong Croop kosomo do cuc bo phun phoc vo
b t h b h bot vu choun b phoc vo
- No dong cou Croop kosomo dooc too choun hou
tstundurdzod) thong nhut trong khuch sun No buo tstundurdzod) thong nhut trong khuch sun. No buo
gom tut cu cuc thong tn trong hop dong vo khuch,
nhong thong tn cun thot mu khuch sun yoo cuo
h h kh h h h d h nhun von phu uy to khuch hung nhum moc dch
gop cho cuc bo phun to choc phoc vo khuch tot nhut
Croop kosomo
C k
Stundurd Croop kosomo
Croop kosomo
---------------------------
l. Croop Numo: p
Mootng numo:
Ocu Dutos
lntormodury:
2. Croop Contucts:
Noto:
3. Hoto Contucts:
Convonton Sorvcos:
Suos:
Assstunt:
4. lro-con Mootng:
lost-con Mootng: g
5. Croop lroo:
6. Antcputod uttondunco: p
Cty vdo:
ln-hooso
Noto:
7 C b k t t 7. Croop room bock us por contruct:
Date
Room category
8. Major arrival/departure:
9 Early arrival: 9. Early arrival:
10. Late departure:
11 Reservation Method: 11. Reservation Method:
12. Transportation: (flight in, drive in, flight details)
l3. kosorvuton & lront Dosk:
koom rutos
Commsson
Compmontury rooms pocy
Condontu rutos
C b Commssonubo rutos
Chock n/chock oot procodoros
Vlls Vlls
Mscounooos notos
l4 Lvonts: l4. Lvonts:
Event name Date Time Venue Attendance Set up Price Room
rental
Notes:
l5. Sot op/1our dovn: p
l6. Ootsdo cutorng:
l7. Ootots normuton:
l8. Commoncuton:
l9. Hoosokoopng: l9. Hoosokoopng:
koom drop
20 o Stund: 20. o Stund:
2l. Concorgo:
22 Socorty: 22. Socorty:
23. Shppng & rocovng:
24 Lngnoorng 24. Lngnoorng:
25. osnoss Contor:
26. Dopost:
Dopost schodoo
Dopost rocovod
27. ng lnstrocton:
Mustor
lndvdou
Mothod o puymont
28. Croop lrogrum/ltnorury:
\hoo progrum o tho groop snco urrvu t dopurtoro
28. Spocu roqoost/notos:
Cu doun Lvont
3. Croop kosomo:
- Croop kosomo phu dooc doyot bo troong bo phun
convonton sorvcos trooc kh dooc phut d
kh h C h kh h - Mot so khuch sun go Croop kosomo cho khuch
doyot u vu ky xuc nhun trooc kh phut cho cuc bo
phun trong khuch sun phun trong khuch sun
- Cuc trnh to vu too choun cou Croop kosomo phu
dooc toun tho nghom ngut do dum buo phoc vo tot,

g g p
noo groop on cun nhoo so choun b th co tho phut
Croop kosomo som hon qoy dnh
Cup nhut hou thoong xoyon Croop kosomo mo kh - Cup nhut hou thoong xoyon Croop kosomo mo kh
co thuy do
- Loon oon oo go Croop kosomo trong o ho so Loon oon oo go Croop kosomo trong o ho so
khuch hung
Cu doun Lvont
4 unqoot Lvont Ordor tLO): 4. unqoot Lvont Ordor tLO):
- Ch tot cou cuc so kon cou groop MlCL dooc tom tut
trong Croop kosomo toy nhon v cuc so kon do ho trong Croop kosomo, toy nhon v cuc so kon do ho
nhoo ch tot choun b khu phoc tup non ngoo tu
thoong co mot vun bun rong cho cuc so kon go u g g g
LO
- LO u cong co dong do thong tn on uc gou bo
phun convonton sorvcos/suos vo cuc bo phun phoc
vo cou khuch sun tcho yoo u bo phun tunqoot
S ) d t ho h h d h Sorvco) do to choc phoc vo cho doun rong vo phun
cuc so kon
Cu doun Lvont
- No dong cou LO cong dooc too choun hou
tstundurdzod) thong nhut trong khuch sun No buo tstundurdzod) thong nhut trong khuch sun. No buo
gom tut cu cuc thong tn trong hop dong vo khuch
on qoun don tut cu cuc so kon, nhong thong tn cun q g g
thot mu khuch sun yoo cuo nhun von phu uy to
khuch hung nhum moc dch gop cho cuc bo phun to
h h k d h h d choc phoc vo cuc so kon dooc thunh cong tot dop vu
dom u so hu ong cuo nhut cho khuch hung
- LO thoong buo gom cuc no dong suo:
unqoot Lvont Ordor
l Houdor: hoto numo uddross phono nombor ux l. Houdor: hoto numo, uddross, phono nombor, ux
nombor
2 Costomor normuton: numo o costomor numo o 2. Costomor normuton: numo o costomor, numo o
orgunzor, groop numo, on sto contuct, postng
normuton, tbng uddross, costomor uddross, o- g
mu uddross, phono & ux nombor
3. ookng munugor & ovont munugor numo und contuct
dotus
4. Lvont tmo, typo o ovont, ovont ocuton, nombor o
goost, gouruntood nombor und sot or nombor o
goosts
5 l d & b d d 5. lood & bovorugo normuton, urrungod uccordng to
ovont tmo
unqoot Lvont Ordor
6 Lvont oncton room sot op normuton 6. Lvont oncton room sot op normuton
7. Lvont tochnoogy oqopmont und sot op normuton
8 Mothod o puymont: ncodo ntornu broukdovn 8. Mothod o puymont: ncodo ntornu broukdovn
9. Othor mscounooos normuton thoto normuton,
costomor normuton vondor normuton uny othor costomor normuton, vondor normuton, uny othor
torm und condtons
l0 Sorvco churgo und tux normuton l0. Sorvco churgo und tux normuton
ll. Costomor sgnutoro no
l2 Couruntood o uttondunco cuoso or mnmom l2. Couruntood o uttondunco cuoso or mnmom
rovonoo gouruntood
l3 Docoruton: sot op bunnor/buckdrop lovor l3. Docoruton: sot op, bunnor/buckdrop, lovor,
l4. Sgnugo
Cu doun Lvont
- LO phu dooc doyot bo troong bo phun convonton
sorvcos trooc kh dooc phut d p
- Nhun von convonton sorvco phu go LO cho
khuch doyot u vu ky xuc nhun trooc kh phut cho
b h t kh h cuc bo phun trong khuch sun
- Cuc trnh to vu too choun cou LO phu dooc toun
tho nghom ngut do dum buo phoc vo tot noo groop tho nghom ngut do dum buo phoc vo tot, noo groop
on cun nhoo so choun b th co tho phut LO som
hon qoy dnh
- Co Chungo Log/Amondmont cho cuc bo phun mo
kh co thuy do
L o o LO t h o kh h h - Loon oon oo go LO trong o ho so khuch hung
Cu doun Lvont
5. Addondom:
- Suo kh bun guo hop dong gou suos vu
convonton sorvcos noo co g thuy do so vo convonton sorvcos, noo co g thuy do so vo
hop dong th nhun von convonton sorvcos
phu um mot vun bun pho oc hop dong vo phu um mot vun bun pho oc hop dong vo
nhong thuy do do, phu co so xuc nhun cou
khuch hung vu cho ky cou nhun von khuch hung vu cho ky cou nhun von
convonton sorvcos
un pho oc hop dong nuy dooc oo trong ho - un pho oc hop dong nuy dooc oo trong ho
so khuch hung
Cu doun Lvont
6. Chungo Log/Amondmont: g g
- Lu vun bun tho hon nhong thuy do cou khuch hung
suo kh nhun von convonton sorvcos du phut LO
to cuc bo phun trong khuch sun
- Vun bun nuy khong cun khuch ky v khuch du ky
tron uddondom vo nhong thuy do nuy
- Vun bun nuy dooc oo trong ho so khuch hung
Cu doun Lvont
7. Hop cuc bon on qoun choun b phoc vo: p q p
- Croop kosomo mootng: muc do Croop kosomo u
vun bun tho hon tut cu cuc thong tn vo doun MlCL
do cuc bo phun trong khuch sun to choc phoc vo, toy
nhon vun cun phu to choc hop bun vo no dong cou
t t b h h groop rosomo vo tut cu cuc bo phun on qoun nhum
dum buo ho hoo ro vu chnh xuc cuc no dong do,
nhum gop cho cuc bo phun on qoun dong gop y nhum gop cho cuc bo phun on qoun dong gop y
kon vo cuc no dong do do dum buo cho khuch hung
dooc phoc vo tot nhut. Voc hop nuy thoong dooc to p p y g
choc hung toun tmot un) houc dot xout noo cun thot
vu do troong bo phun convonton sorvcos cho tr. No
d h d d dong hop u cuc groop rosomo cou cuc doun so don
trong toun nuy vu hot toun suo
Cu doun Lvont
- LO mootng: gong nho Croop kosomo, LO u vun
bun tho hon tut cu cuc thong tn vo cuc so kon cou
doun MlCL rut ch tot do cuc bo phun trong khuch
sun to choc phoc vo, toy nhon vun cun phu to choc
h b d LO t t b h hop bun vo no dong cou LO vo tut cu cuc bo phun
on qoun nhum dum buo ho hoo ro vu chnh xuc
cuc no dong do nhum gop cho cuc bo phun on cuc no dong do, nhum gop cho cuc bo phun on
qoun dong gop y kon vo cuc no dong do do dum
buo cho khuch hung dooc phoc vo tot nhut. Voc hop g p p
nuy thoong dooc to choc hung nguy ttro Cho Nhut)
vu do troong bo phun convonton sorvcos cho tr. No
d h k d dong hop u cuc LO cou cuc so kon so don ru trong
vong 3 nguy to
Cu doun Lvont
- lro-con mootng: thong thoong, ngoo to choc cou
doun MlCL oc nuo cong don som hon so vo nguy
don chnh thoc cou doun do kom tru so choun b vu
to choc don top doun. Kh ngoo to choc don th oc
h h t h d nuo cong yoo cuo gup nhun von pho truch doun cou
khuch sun tconvonton sorvcos) do thong qou mot
un nou mo so choun b nho du bun buc trong mot un nou mo so choun b nho du bun buc trong mot
tho gun du trooc duy. Noo bnh thoong th ch hop
vo nhun von pho truch doun tconvonton sorvcos), p ,
do vo doun qoun trong th so co so thum gu cou tut
cu cuc bo phun on qoun, thum ch gum doc cuc bo
h h d kh h phun houc vo so co mut cou tong gum doc khuch
sun
Cu doun Lvont
8. Doun don turrvu):
- 1o choc phoc vo thoo Croop kosomo, LO, Chungo
Log/Amondmont cong nho nhong g du bun buc trong
Croop kosomo mootng, LO mootng, lro-con
mootng
- Dup ong cuc yoo cuo phut snh, nhong thuy do vuo
go phot coo
b d h kh h - Cu qoyot cuc but dong, phun nun cou khuch trong
soot tho gun khuch o khuch sun vu trong tho gun
don ru cuc so kon don ru cuc so kon
- lhu oon oon thoo sut ngoo to choc cou phu khuch
hung trong soo tho gun nuy hung trong soo tho gun nuy
- Nhun von suos cong thoong xoyon thum ho khuch
Cu doun Lvont
9. Choun b hou don vu thunh toun tbng): g
- lhu ho khuch u tho dom nuo thoun o do ngo u
vo khuch vu kom tru mo chong to hou don thunh
toun
- Choun b cho duo cuc chong to nuy thoo nho ch du
dnh. lhu kom tru thut ky cuc chong to nuy trooc
kh trnh cho khuch kom tru
h b d h - Cu qoyot mo thuc muc but dong vo cuc chong to
thunh toun nuy
1ho h th h t th h d kh - 1hoc hon voc thunh toun thoo hop dong kh cuc
chong t thunh toun dooc khuch dong y
Nhun co ho nuy do tho thup thong tn phun ho to - Nhun co ho nuy do tho thup thong tn phun ho to
khuch vo cuc dch vo khuch sun cong cup
Cu doun Lvont
l0. 1on khuch tdopurtoro): p
- Choun b cuc booc cun thot cho doun ro kho khuch
sun mot cuch soong so
- Chuo tum bot ngoo to choc cong vo nhun von
suos
- 1hoo do top nhong g con ton u chou gu qoyot
xong
Cu doun lost-Lvont
- Nhun von convonton sorvco bun guo u ho so g
khuch hung cho bo phun suos cong vo nhong nhun
xot cou khuch noo co
- Nhun von suos so go tho cum on tthunk yoo ottor)
cho khuch cong vo bung cuo ho nhun xot vo cuc
d h t ho h t t ) dch vo vu voc to choc phoc vo tqoostonnuro)
- Nhun von suos thoo do top nhong g con ton u
chou gu qoyot xong houc chou thoc hon hot hop chou gu qoyot xong houc chou thoc hon hot hop
dong
Cum on vu phun ho u cuc y kon dong gop cou - Cum on vu phun ho u cuc y kon dong gop cou
khuch noo co
- Cu qoyot cuc phun nun/but dong noo co - Cu qoyot cuc phun nun/but dong noo co
Cu doun lost-Lvont
- 1o choc hop rot knh nghom vo cuc bo phun trong p g p g
khuch sun
- 1op toc go mo qoun ho vo khuch cho cuc so kon
trong toong u noo co
- Loo ho so khuch hung thoo qo trnh do do troy cup
kh cun thot vu thum khuo suo nuy
Choong lV:
Chon Looc Cu un
1h 1roong MlCL 1rong Khuch Sun 1h 1roong MlCL 1rong Khuch Sun
Ni dung chng IV
Gi phng trong khch sn Gi phng trong khch sn
Cch t gi ch ca group MICE
nh gi s cn thit ca group MICE trong khch sn
Quyt nh chin lc gi bn
Cc iu kin quan trng trong hp ng Cc iu kin quan trng trong hp ng
Ni dung chng IV
Cu lhong 1rong Khuch Sun
l Kh h b l. Khuch sun cou bun:
Khuch sun cou bun num o trong tum thunh pho,
nguy trong tum thoong mu vu gun vo cuc dom nguy trong tum thoong mu vu gun vo cuc dom
thum qoun vo cho gu tr, mou sum. Ch mut l5
phot to sun buy vo khuch sun phot to sun buy vo khuch sun
Khuch sun cou bun co 250 phong chu um 5 ou
vo gu nho suo: g
A ruto = S60
ruto = S70 ruto S70
C ruto = S80
D ruto = S90 D ruto = S90
L ruto = Sl00
2. Khuch don khuch sun cou bun: tnh hnh hon tu
osnoss tll1): 60%
Losoro tll1): 25%
Croop: l5%
So nuy co tho thuy do suo nuy toy thoo chon ooc So nuy co tho thuy do suo nuy toy thoo chon ooc
knh dounh rong cou bun
Kh h d kh h thoo 2 d b t b h Khuch don khuch sun thoong v 2 y do: but booc phu
to thuvo to) vu moon to tvunt to)
Huvo to: thoong u d v moc dch thoong mu Huvo to: thoong u d v moc dch thoong mu
tbosnoss) houc trong tnh hoong khun cup
tomorgoncy) buo gom cu groop g y g g p
\unt to: thoong v moc dch vo cho gu tr, thum
qoun, ngh doong, thum vong, buo gom cu groop
Have tos Want tos
Business Group Leisure
Product
Mo ou khuch tron cun nhong sun phum co duc tnh khuc nhuo g:
Khuch bosnoss vu khuch osoro cho thuy nho cuo do vo cuc ton ngh
preferences
Khuch bosnoss vu khuch osoro cho thuy nho cuo do vo cuc ton ngh
trong phong khuc nhuo nho tho nuo: Dch vo Hoosokoopng vu gut o th
ru suo: Mo ou khuch tron co nhong oo ton vo dch vokhuc nhuo khong:
Rate preferences
Lou gu phong nuo mo ou khuch tron so mou: A,,C,D huy L: A u
ngoo tru ton cuc dch vo trong khuch sun cho mo ou khuch: ngoo tru ton cuc dch vo trong khuch sun cho mo ou khuch:
Rate sensitive
Lou khuch nuo sun sung tru ton cho cuc ou dch vo tvngnoss to puy)
duc bot u co gu cuo: Lou nuo trooc hot u nhn vuo gu cu:
Planning horizon
uo nhoo nguy trooc nguy don, khuch so dut go cho, qoyot dnh xom
mnh so o khuch sun nuo:
Stay preference
Mo ou khuch so o vuo cuc nguy khuch nhuo trong toun tMonduy
Stay preference
g y g y
Sonduy):
Advertising respond
Mo ou khuch so dou tron cuc konh qoung cuo khuc nhuo: 1ho gun
qoung cuo trooc buo uo vu chon ooc qoung cuo cho mo ou khuch co
khuc nhuo:
Other notes
Co nhong qoun sut nuo khuc vo hunh v chon sun phum cou cuc ou
khuch nuy/
3 Cuc ngoong cuo thup cou gu phong truto throshods): 3. Cuc ngoong cuo thup cou gu phong truto throshods):
- Vo v do tron, ngoo qoun y khuch sun moon bot u
gu phong to S60 - Sl00 co phu u dong chou: 1u suo gu phong to S60 Sl00 co phu u dong chou: 1u suo
khong phu u S40 - S80 huy u to Sll0 - Sl50:
- Cu phong bnh qoun suo toun duo ton mo cou p g q
khuch sun u S70 co dooc co u tot chou:
- 1rooc duy ngoo tu so dong dom hou von tbrouk-
ovon pont) do xuc dnh gu phong. Nguy nuy ngoo tu
khong dong no do co dnh gu nou nhong vun so dong
do xuc dnh cuc ngoong cou gu phong um co so to do xuc dnh cuc ngoong cou gu phong um co so to
do thuy do gu hung nguy tduy ruto) thoo qoy out
cong cuo nhum dut dounh tho vu o nhoun to du g
tprotubo rovonoo)
Rate Thresholds
HIGH HIGH
Demand: What the
Rate Thresholds
HIGH HIGH
market will bear
?
R
a
t
e
Competition:
Demand relative to
Supply in the
marketplace
?
e

T
h
r
e
s
h
C t V i bl t
marketplace
h
o
l
d
s
LOW LOW
Cost: Variable cost
of doing business
Monthy l&L Stutomont koom Dvson
Total revenue $450,000.00
Expenses
luyro & routod S46,l60.40
Admnstruton S45,000.00
Soppos & Luondry S4l 7l8 75 Soppos & Luondry S4l,7l8.75
Commsson S45,000.00
Advortsng S36,000.00
Lntortunmont S3,750.00
L S36 000 00 Lnorgy S36,000.00
Muntonunco Sl6,875.00
Total Expenses $270,504.15
Gross Operating Profit $179 495 85 Gross Operating Profit $179,495.85
Occupation Costs
Louso S58,500.00
lnsorunco S40,500.00 ,
Doprocuton S36,000.00
lroporty 1ux S3l,500.00
Total Occupation Costs $166,500.00
Profit before tax $12,995.85
Income Tax $6,497.93
Total Net Profit/(Loss) $6,497.93
rouk-Lvon Compotutons
A. 1otu kovonoo: S450,000.00 A. 1otu kovonoo: S450,000.00
FIXED ITEMS EXPENSES
B. Total Fixed:
VARIABLE ITEMS EXPENSES
C. Total Variable:
D. Variable Cost % [Line C/Line A]:
E. Break-Even Volume [Line B/(1 - Line D)]: [ ( )]
F. Estimated Room Nights in Period (Occ: 75%)
[Available Rms x Days in Period x Estimated Occ%]:
rouk-Lvon kuto
Break-Even Volume [Line E] [ ]
Estimated # of Room Nights [Line F]
= =
HIGH
Ceiling Rate $100
R
a
t
e

T
h
r
e
s
h
o
Break-even Rate
LOW
o
l
d
s
LOW
rouk-Lvont kuto u gu phong bnh qoun mu bun phu doy tr
ch do vou trung tru tut cu ch ph O moc gu nuy vu thoo ch do vou trung tru tut cu ch ph. O moc gu nuy vu thoo
cong xout phong do kon cou bun t75%) th Not lrot/Loss
cou bun u 0
Khong u u dou ru moc too bun gu phong o dom hou von do
khong co o nhoun vu cong khong tho o gu dong trun v khong
tho t 1hoo oo t do t o h ho
HIGH
Ceiling Rate
thoc to. 1hoong ngoo tu dou ru moc too o nhoun hop y mong
moon suo do xuc dnh moc gu bnh qoun phu dut thunh moc too
$100
R
a
t
e

Target Rate
1urgot kuto
T
h
r
e
s
h
o
Break-even Rate
LOW
o
l
d
s
$25,000 + Fixed Volume [25,000+Line B]
1- Variable Cost% [1-Line D]
=
Target Volume
LOW
[ ]
Target Volume [above]
=
Target Rate
Co nhong oc ngoo tu bun gu phong doo moc gu o dom hou von
vo moc dch u hy vong dounh tho kh bun doo gu von nuy so
doo b d b t t h
HIGH
Ceiling Rate
dooc bo dup bung voc tung cong xout phong
$100
Cot-1hrout
R
a
t
e

T
h
Target Rate
Cot 1hrout
kuto
h
r
e
s
h
o
l
d
Break-even Rate
Cut Throat Rate
LOW
d
s
Cut Throat Rate
Break-Even Volume [Line E]
Room Nights at 100% Occ. [250 rooms x 30 days]
=Cut Throat Rate
g [ y ]
Duy u gu phong mu chong tu phu bun hot tut cu cuc phong mo
nguy nhong o nhoun vun bung 0
Mot so nhu qoun y khuch sun do kh trong mot doo kon nuo do
bun doo gu Cot 1hrout kuto. Ho bot rung khong co o nguy cu
kh cong sout l00% mo nguy nhong dounh tho nuy co tho gop do
HIGH
C ili R t
kh cong sout l00% mo nguy nhong dounh tho nuy co tho gop do
trung tru cuc ch ph oo dong tvurubo cost) nhum hun cho o
$100
HIGH
R
a
t
Ceiling Rate
Target Rate
$100
Vurubo Cost
kuto
e

T
h
r
e
s
Break-even Rate
kuto
s
h
o
l
d
s
Cut Throat Rate
LOW
Variable Costs [Line C]
V i bl C t R t
Variable Cost Rate
[ ]
= Variable Cost Rate
Duy u gu phong thup nhut mu chong tu co tho chup nhun dooc
- Cuc ngoong cuo thup cou gu phong truto throshods) g g p g p g
khong phu u gu thoc to up dong cho gu bun phong
mu no u cuch do xuc dnh khong gu phong bnh
kh h th t t doo qoun mu khuch sun co tho ton tu dooc
- Vo v do o tron bun ngh bun so hu ong nho tho nuo
noo gu phong bnh qoun cou bun dut S70 trong toun noo gu phong bnh qoun cou bun dut S70 trong toun
duo ton mo cou khuch sun
Total Rooms Revenue
A R R t ( i h b h )
Total Rooms Revenue
Total Rooms Sold
Average Room Rate (gia phong bnh quan)
=
- Khuch sun khong bun phong cho mot do toong khuch
b h h d kh h kh h mu bun cho nhoo do toong khuch khuc nhuo trong
do co groop MlCL do do khuch sun phu xuc dnh gu
bun bnh qoun cho tong phun khoc th troong do coo bun bnh qoun cho tong phun khoc th troong do coo
cong gu bnh qoun cou cu khuch sun thoo dong moc
too o nhoun mu mnh moon dut
Ni dung chng IV
Ni dung chng IV
Cuch dut go cho cou Croop MlCL
h d h d h d - Nho du no o phun trooc, doun MlCL thoong dut go
cho khu xu trooc nguy to
L h kh h L C h L - Loc nuy ch co khuch Losoro Croop houc Losoro
ll1 u co tho dut go cho
Loc nuy cuc phun khoc th troong khuc duc bot u - Loc nuy cuc phun khoc th troong khuc duc bot u
khuch bosnoss chou dut go cho
Chnh v o do mu cong xout phong cou khuch sun - Chnh v o do mu cong xout phong cou khuch sun
trong nhong nguy mu khuch MlCL moon to tu tho
dom nuy con rut thup dom nuy con rut thup
- Nho cuo dut go cho oc bun duo cho don kh gun
nguy don vu thoc to oc don so co nhoo thuy do g y y
tung houc gum
Ni dung chng IV
Ni dung chng IV
Dunh gu so cun thot cou Croop MlCL do
vo khuch sun vo khuch sun
- Kom tru Croop Cong vuo nhong nguy nuy
- Kom tru tnh hnh dut phong vuo nhong nguy nuy - Kom tru tnh hnh dut phong vuo nhong nguy nuy
- Nghon coo do buo cong xout phong khuch sun
trong nhong nguy nuy dou vuo ch so cou num trong nhong nguy nuy dou vuo ch so cou num
trooc, so hoong tung troong hon nuy, do buo nho
cuo so vo tnh hnh cong ong tron th troong g g g
- Dunh gu khu nung ch tru cou khuch dou tron voc
uy thong tn ngun such cou khuch, ch so cou doun
nhong num trooc, tum qoun trong cou so kon, do
toong thum do,
h h h h d h h h - Nghon coo tnh hnh cuc do tho cunh trunh vo so
cun thot cou groop nuy do vo ho
Dunh gu so cun thot cou Croop MlCL do
vo khuch sun vo khuch sun
- Nghon coo tnh hnh tu dom don, co cuc so kon
on nuo dung don ru, khu nung th troong co do do on nuo dung don ru, khu nung th troong co do do
cong cup cho nho cuo cou khuch
- So cun thot cou groop nuy do vo khuch sun cho g p y
voc knh dounh trong toong u totoro bosnoss)
- 1ong dounh tho do kon cou groop nuy co bo dup g g p y p
nhong mut mut tdspuy bosnoss) to cuc phun khoc
th troong khuc
- 1on doun nhong vun do tprobom) um unh hoong
to khuch khuc cou khuch sun
h - Coo cong tong hop u xom groop MlCL qoun trong
nho tho nuo do vo voc knh dounh cou khuch sun
Ni dung chng IV
Ni dung chng IV
oyot dnh chon ooc gu bun
S kh d h o th t MlCL d - Suo kh dunh gu so cun thot cou groop MlCL do
vo voc knh dounh khuch sun, khuch sun so dou ru
gu bun cho doun thooc vuo ngoong gu cuo thup g g g g p
nuo
- Noo tnh hnh cong tron th troong vun con nhoo
kh d kh h h khu nung dup ong mu khuch sun u rut cun th gu
so o ngoong thup nhut co tho bun
Noo tnh hnh cong tron th troong khong nhoo mu - Noo tnh hnh cong tron th troong khong nhoo mu
voc nhun doun nuy u um unh hoong don nhong
phun khoc th troong khuc th gu bun phu o p g g p
ngoong cuo nhut
- Kh bun gu phong cung cuo th cuc doo kon kom
th h h t h kh t kh ho thoo cong phu chut cho vu khut kho hon
oyot dnh chon ooc gu bun
h d d h h d kh h d - Kh du qoyot dnh nhun vu dooc khuch dong y, cong
xout phong cou khuch sun o tho dom doun don so
tung on dung ko thoong th so ro vuo tnh trung tung on dung ko, thoong th so ro vuo tnh trung
dong moc groop cong
- Duy u co ho tot do khuch sun tun dong tung to du - Duy u co ho tot do khuch sun tun dong tung to du
dounh tho tyod) phong bung cuch tung nhunh gu
phong nom yot tduy ruto/ruck ruto) som thuy v p g y y y
phu cho gun sut nguy
- Cuc khuch sun khong ch bot dounh tho cou rong g g
khuch sun mnh mu con so sunh no vo do tho cunh
trunh do xom u u ngoo chom th phun nhoo nhut
h tM k Sh k lAk) tron thoong troong tMurkot Shuro, koplAk)
Ni dung chng IV
Ni dung chng IV
Cuc doo kon kom thoo qoun trong
C t D t kh h h h o h - Cot-o Duto: u nguy mu khuch hung phu go cho
khuch sun dunh such doun vu qoyot dnh vo voc co
go thom phong do tro huy khong. Duy u tho dom g p g y g y
qoun trong v no unh hoong to qoy phong vu chon
ooc knh dounh cou khuch sun. 1hong thoong tho
dom nuy u to 3 toun l thung trooc kh doun to dom nuy u to 3 toun l thung trooc kh doun to
- koom Attrton: duy u oo du mu khuch sun dunh
cho khuch hung, no u so oong phong mu khuch cho khuch hung, no u so oong phong mu khuch
dooc qoyon gum so vo oong phong dut bun duo o
nhong tho dom nhut dnh
- Compmontury, opgrudo, stu room ruto pocy: duy
cong u oo du mu khuch sun dunh cho khuch hung
vo phong mon ph nung cup phong dunh cho Vll vo phong mon ph, nung cup phong dunh cho Vll,
gu duc bot cho nhun von nhu to choc so kon,
Ch k / h k t t - Chock-n/chock-oot tmo
- No shov churgo
Couruntood/Lxpoctod Nombor o uttondunco: duy u - Couruntood/Lxpoctod Nombor o uttondunco: duy u
doo kon vo so oong ngoo cho cuc so kon nhum
dum buo dounh tho to thoo cho bo phun l& p
- Mono chungo: duy u tho dom hun chot mu khuch
co tho thuy do mono
- Cuncouton torm: duy u doo kon but booc nhum
dum buo dounh tho cho khuch sun trong troong hop
khuch hoy doun khuch hoy doun
- Dopost schodoo: qoy dnh tho hun khuch phu
thunh toun ton dut coc/tru trooc cho khuch sun
- lmpossbty: troong hop but khu khung mu khuch
sun so khong uy ton khuch noo hoy doun
h h h h - luymont torm: phoong thoc thunh toun mu ngoo to
choc cum kot vo khuch sun duc bot phu cho truch
nhom cho cu nhong khuch mu ho mo trong troong nhom cho cu nhong khuch mu ho mo trong troong
hop nhong ngoo nuy khong cho thunh toun cuc ch
ph cu nhun cou ho. 1hoong no dooc phun ru um p cu u cou o. oo g o dooc p u u u
hu phun: phun do ngoo to choc tru vu phun do mo
cu nhun to tru
- Crodt uctos: cuc doo khoun tn dong
- Cuc doo kon thooc vo roo & rogoutons: conso, g
ootsdo contructor, dumugo, ootsdo ood & drnks,
sot-op/tour dovn tmo, 24 hoors hod oncton
rooms,
Choong V:
Nhong Ky Nung Co un Cou Nhun
Von Suos 1h 1roong MlCL Von Suos 1h 1roong MlCL
Ni dung chng V
Kin thc v sn phm
Khch hng tht s cn g v mun g?
Lm sao xc nh c khch hng tht s cn g v mun
? g?
K nng bn hng
Thng tin v i th cnh tranh
Mi trng xung quanh v im n
Nh t h kh h h Nh t vn cho khch hng
Ni dung chng V
Kin thc v sn phm
Kon thoc vo sun phum tprodoct
knovodgo) knovodgo)
- Duy u too choun but booc do vo nhun von suos
- Nhun von suos phu num rut vong vu thooc num - Nhun von suos phu num rut vong vu thooc num
ong mo ch tot to gu cu, qoy trnh hout dong, duc
dom, cong dong, cou tut cu sun phum dch vo
trong khuch sun cou mnh vu cuc khuch sun trong trong khuch sun cou mnh vu cuc khuch sun trong
ho thong cou mnh
- 1hoong do dum buo nhun von suos co kon thoc
h b h suo rong vo sun phum, ngoo tu but nhun von suos
phu tho cuc sun phum nuy, phu tru qou duo tuo
um voc tu cuc bo phun khuc nhuo trong khuch sun p g
tcross trunng), duc bot u bo phun koom Dvson
vu l&
- 1hoong xoyon cup nhut hou cuc thong tn vo sun - 1hoong xoyon cup nhut hou cuc thong tn vo sun
phum mo kh co thuy do
Kon thoc vo sun phum tprodoct
knovodgo) knovodgo)
- Ngoo tu thoong xoyon kom tru kon thoc nuy cou
nhun von suos mot cuch ngo nhon nhun von suos mot cuch ngo nhon
- Duy cong u mot ch too dooc kom tru trong
Consomor Aodt dooc do cup o phun trooc p p
- Khong co kon thoc vong chuc vo sun phum mnh
bun th kho co tho thoyot phoc dooc khuch hung, y p g
kho co tho tuo dooc so tn toong to phu khuch hung
- Khong co kon thoc vong chuc vo sun phum th kho
co tho voot qou dooc qou trnh thoong thuo
- Nhun von suos khong ch bot kon thoc vo sun
h h h k h phum cou mnh mu con phu co kon thoc sun rong
vo sun phum cou do tho cunh trunh
Ni dung chng V
Kin thc v sn phm
? g?
K nng bn hng
Ni dung chng V
Khuch hung thut so moon g
\hut do costomors rouy vunt: \hut do costomors rouy vunt:
l. Kom sout tcontro)
Khuch hung oon moon kom sout tnh hoong Khuch hung oon moon kom sout tnh hoong,
moon um thoo cuch rong cou mnh, khong
moon b o dong, b o koo thoo cuch ngoo g, g
khuc, b ou
2. Co cho dch tgou) g
Khuch hung cho do moon um g d nou th coo
cong cong phu hoong vuo mot moc dch nuo do
mu phu gop ho dut dooc. Khuch hung oon tm
kom nhong g mu qoun trong do vo ho, dom u
h h th cho ho nom vo vu s thou mun
3. 1o nhun thoc chnh bun thun tso-mugo)
Khuch hung oc nuo cong cho u ho dong, to cum
thuy tot vo mnh, khong cho u mnh ngo dot. Ho
h t o th o doo ch moon guo top vo u mu co tho go dooc
hnh unh nuy cou khuch
4. So cong bung turnoss)
Kh h h doo d o b t Khuch hung moon dooc do so cong bung trong
mo tnh hoong so vo nhong ngoo khuch khuc
5. So thun thon trondnoss)
Khuch hung moon cum thuy tot vo ngoo mu ho Khuch hung moon cum thuy tot vo ngoo mu ho
guo top vo, ho moon co dooc nom tn vu un
tum vuo ngoo phoc vo ho, ho thch guo top vo g p , g p
ngoo phoc vo hoo khuch vu vo vo
6. So thuo hoo tondorstundng)
Khuch hung cun phu dooc hoo ro vu bot y do g p y
tu suo nhong g xuy ru vo ho. 1rong phoc vo, ho
rut bc mnh noo khong co dooc thong tn mu ho
b h h h kh moon bot, houc u so gu thch khong toong tun
7. An nnh, un toun tsocorty)
Khuch hung co nho cuo rut on vo vun do un
nnh un toun. Ho thch ton doun trooc nhong g
mu ho du qoon vo vu nhong g sup sou xuy ru mu ho du qoon vo vu nhong g sup sou xuy ru.
1rong nh voc phoc vo, ho ngu thuy do cho
khuc houc sun phum dch vo khuc
8. So chup nhun vu khch o tupprovu &
) rocognton)
Khuch hung cun dooc chup nhun bo ngoo khuc.
Ho thch dooc khch o cho nhong thunh qou dut Ho thch dooc khch o cho nhong thunh qou dut
dooc cou ho
9. So qoun trong tmportunco)
Kh h h h h d h h Khuch hung thch dooc cum thuy u mnh qoun
trong. Ho thch dooc cho trong, dooc qoun tum
duy do kp tho 1ho gun cou ho dooc co trong duy do kp tho. 1ho gun cou ho dooc co trong
l0 So cum kch tupprocuton) l0. So cum kch tupprocuton)
Khuch hung cun dooc cum kch cho tho gun,
cong soc vu ton buc mu ho du bo ru do so dong cong soc vu ton buc mu ho du bo ru do so dong
dch vo. Ho cun dooc dunh gu cuo nho u mot
do tuc knh dounh, duc bot u do vo nhong , g
khuch hung thoong xoyon
ll. So pho thooc tboongng)
Khuch hung oon thch mnh thooc vo mot to
choc nuo do. Ho thch dooc dong gop cho ngoo
kh th h doo oo kh d khuc vu thch dooc ngoo khuc dong gop vuo
nhom cou mnh. Ho thch dooc nhun don mnh
thooc vo mot nhom nuo do Ho thch dooc tr thooc vo mot nhom nuo do. Ho thch dooc tr
thunh khuch hung thun thot trogour costomors).
Chong tu phu nhun ru vu nho ton khuch hung g p g
thoong xoyon so dong dch vo cou mnh, cum on
h du ong ho mnh thoong xoyon.
l2. So chun thut thonosty)
Khuch hung oon moon co nom tn vu so tn cuy
vuo ngoo cong cup dch vo. Ho rut so u nun
h o th t kh nhun cou voc qoung cuo su so thut, khong ong
o hou vu phoc vo to
Ni dung chng V
Kin thc v sn phm
? g?
K nng bn hng
Ni dung chng V
? g?
Lum suo xuc dnh dooc khuch hung
cun g: tdotormnng costomors noods) cun g: tdotormnng costomor s noods)
- Lung ngho tLston): lhu ung ngho ky nhong g khuch
hung no vu cuch ho no, th bun co tho xuc dnh dooc hung no vu cuch ho no, th bun co tho xuc dnh dooc
khuch hung cun g. Khong ch ngho to ngo ho dong mu
con phu ngho cu nhong cum xoc suo nhong to ngo do.
Huy cho y ky nhong g ho no vo bun, ho ho bun vu
nhong nhun xot cou ho
t b ) h h h h d - oun sut tobsorvo): xom xot nhong co ch hunh dong
cou khuch, cho y don so boo hon tron mut vu to tho
bo ngou Cho y xom hom nuy ho mung g un muc ru bo ngou. Cho y xom hom nuy ho mung g, un muc ru
suo, d cong vo u. ung cuch qoun sut ky khuch hung
bun co tho so xuc dnh dooc mot vu doo huy mu bun co tho so xuc dnh dooc mot vu doo huy mu
khuch hung thut so cun do um thou mun nho cuo cou
ho
Lum thoo hoong dun cou to!
lorcopton!
Tro chi: Tro chi:
Who will be a Who will be a
billionaire? billionaire?
Lum suo xuc dnh dooc khuch hung
cun g: tdotormnng costomors noods) cun g: tdotormnng costomor s noods)
- Dut cuo ho: bung cuch dut cuo ho thong mnh, bun
co tho xuc dnh dooc nho cuo co bun cou khuch hung
- Cuc ou cuo ho: Yos/No qooston, Opon oostons,
d d Opon Lndod oostons,
Cho tro vo cuch dut cuo ho
lozzo Storos lozzo Storos
A mun vont rom tovn A to tovn by trun. On tho
h h h l h vuy tho trun vont throogh u tonno. ln tovn tho mun
vont to soo u porson. Ator tho mootng tho mun vus
vory huppy Ho took tho trun buck to tovn A \hon vory huppy. Ho took tho trun buck to tovn A. \hon
tho trun vont nto tho tonno ho throv hmso rom tho
trun
Ni dung chng V
Kin thc v sn phm
? g?
K nng bn hng
Ni dung chng V
K nng bn hng
Ky nung bun hung tSuos sks)
S th t h t - Song s u proossonu procoss thut hop yoo to
provdo sorvco to yoor prospocts und conts by
ndng tho bost vuy to sutsy thor noods und vunts ndng tho bost vuy to sutsy thor noods und vunts
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- Suos procoss:
1 2 3 4 5 6 7
- 1urgot soocton: g
. Xuc dnh u u khuch hung mu mnh moon nhum
to do tup trong tho gun vu cong soc cho voc dunh
uy ho
. Moon um dooc doo do th phu co kon thoc sun
phum cou mnh, bot do tho cunh trunh, bot khuch
hung hon tu cou mnh, phun khoc th troong vu
moc dch thum vong tmurkot sogmont/porposo o moc dch thum vong tmurkot sogmont/porposo o
vst)
Mot so ngoon tsoorcos) ho tro do xuc dnh khuch . Mot so ngoon tsoorcos) ho tro do xuc dnh khuch
hung tom nung: lorsonu contucts, cont roorrus,
ntornu uccoont os tgoost hstory), Mung st, to u uccoo t os tgoost sto y), u g st,
Chumbor o commorco, 1rudo Mssons, Lxhbton
godo, Crodt curd compunos, 1ruvo ugoncy,
Mukng uppontmont: - Mukng uppontmont:
. Kh mo duo cooc don thou, chuo ho vu to go
thoo thoo too choun du do ru cou khuch sun vu xn thoo thoo too choun du do ru cou khuch sun vu xn
phop khuch co tho no choyon qou don thou mot
ut
V do:
Cood mornng! 1hs s Vo, cung rom tho suos g , g
dopurtmont o tho lurk Hyutt Sugon. Hov uro yoo
dong, Sr/Mudum: Muy l ost huvo u ov socond to
spouk to yoo ovor tho phono:
. Noo y do guy so cho y to phu khuch hung do
kh h d h th k) h h khuch top don thou thook) vu nhun cooc hon
V do:
\o uro roconty oy opon tho hoto und vood ko \o uro roconty oy opon tho hoto und vood ko
to muko un uppontmont to como to soo yoo vo
cun ussst yoo n yoor bosnoss, sr/mudum: y y
\o huvo ost uddod u nov uctos n oor hoto, u
sgnutoro rostuorunt outorng uothontc Votnumoso
Souood und \ostorn Cr cosno. l vood ko to
muko un uppontmont to como to soo yoo so l cun
t b t t t gvo yoo moro normuton uboot t somotmo on
1oosduy or \od. noxt vook, v thut bo urght vth
yoo yoo
. Choun b phoong un do phong tutornutvos) noo
khuch hung to cho cooc hon khuch hung to cho cooc hon
Cu buck n u months tmo
l cun mu yoo tho no bot l do t porsonuy l cun l cun mu yoo tho no. bot l do t porsonuy l cun
unsvor uny qooston yoo muy huvo
l ondorstund yoo uro vory bosy hovovor l l cun l ondorstund yoo uro vory bosy, hovovor, l l cun
moot yoo ost or l0 mnotos to ntrodoco myso n
porson us u contuct o tho hoto thut yoo mght nood p y g
n tho otoro
Note: 1ut cu nhong vun do tron cun phu dooc
choun b sun, choun b cu nhong g mnh moon no
qou don thou trooc kh go
lunnng tho suos cu: - lunnng tho suos cu:
. lhu co ko houch vu moc dch cho mo suos cu v
mo suos cu u bun du duo to cong soc vu tho gun mo suos cu u bun du duo to cong soc vu tho gun
Xuc dnh moc dch cou cooc go tbun moon g o
khuch hung, bun cun um g, cuc booc ton hunh do khuch hung, bun cun um g, cuc booc ton hunh do
hoong khuch hung cum kot vo khuch sun, phu thoc
to vu do oong dooc tmousorubo)
Choun b ky nung dut cuo ho do khu thuc khuch
hung cun g vu moon g tnoods & vunts)
Choun b phun trnh buy do thou mun costomor
noods & vunts
Choun b do do pho vo nhong to cho to phu
khuch hung tcostomor oboctons)
- Anuyzng noods & vunts:
. Dut cuo ho thong mnh do bot dooc khuch hung thoc
so cun g, moon g
lh h h kh h h . lhu ho cho ro vu num vong khuch hung ngo y moon
no g
lhu ung ngho cho ky khuch hung tstonng) . lhu ung ngho cho ky khuch hung tstonng)
. Duy u phun qoun trong gop phun cho thunh cong cou
nhun von suos
. Ky nung ung ngho tshov ntorost & uttonton, muko
bro rosponsos, tuko notos, nod yoor houd, ook ut
spoukor, usk oov-op qoostons, oxpross ugroomont,
symputhy, & concorn, ston or uct & oong, puy
uttonton to body ungougo vory ondorstundng uttonton to body ungougo, vory ondorstundng,
oodbuck yoor ondorstundng to cont ondor yoor ovn
vords,
lrosontng tho bonots: - lrosontng tho bonots:
. Suo kh bot khuch hung cun g moon g, nhun von
suos phu trnh buy khuch sun co tho um dooc suos phu trnh buy khuch sun co tho um dooc
nhong g khuch hung cun vu ho dooc o ch g to
voc um do tprosont bonots) p
. Loo y u tut cu o ch mu khuch hung co dooc phu
thoc so u cu mu ngoo tu cun vu moon dut dooc
. lhu dum buo nhong g mnh no u phu thoc hon
dooc
Ovorcomo obocton gun commtmont: - Ovorcomo obocton, gun commtmont:
. Vooc qou cuc tro ngu trong qou trnh dum phun
vo khuch hung vo khuch hung
. Duy u ky nung cou nhun von suos thoyot phoc
khuch hung mou hung khuch hung mou hung
. oun trong nhut u phu gunh dooc so cum kot to
phu khuch hung tgot commtmont rom costomor) p g tg )
loov op: - loov op:
. lhu thoo do vu thoc hon nhong g mu mnh du
cum kot vo khuch hung cum kot vo khuch hung
. 1op toc go mo on ho thoong xoyon vo khuch
hung hung
Ni dung chng V
Kin thc v sn phm
? g?
K nng bn hng
Ni dung chng V
1hong tn vo do tho cunh trunh
Num vong vu cup nhut hou thoong xoyon vo do tho - Num vong vu cup nhut hou thoong xoyon vo do tho
cunh trunh tmurkot sorvoy) u voc um thoong xoyon
cou nhun von suos
- Ngoo tu co tho to choc cho nhun von suos cou
mnh dong tho sun phum cou do tho cunh trunh
h b h d - Ngoo tu thoong xoyon xom bung hoong dun cuc so
kon cou do tho cunh trunh tkoud tho bourd) do
num tnh hnh num tnh hnh
- Num tnh hnh do tho cunh trunh thong qou khuch
hung, duc bot u khuch khong dut vo mnh houc g g
khuch so sunh mnh vo do tho cunh trunh
- Num tnh hnh do tho cunh trunh thong qou buo
t t cuo cou cuc cong ty trong gun
Ni dung chng V
Kin thc v sn phm
? g?
K nng bn hng
Ni dung chng V
Mo troong xong qounh vu dom don
Nho d o h t oo kh h h kh h - Nho du no o phun trooc, khuch hung khong ch
chon khuch sun mu trooc ton u chon dom don ro
mo xom co khuch sun nuo o dom don do mo xom co khuch sun nuo o dom don do
- Nhun von suos phu num vong dom don o no
khuch sun cou mnh vu tut cu cuc ton ngh dch vo khuch sun cou mnh vu tut cu cuc ton ngh dch vo
on qoun do ho tro khuch hung kh cun thot
- Nhun von suos phu thoong xoyon cup nhut hou vu p g y p
qoun tum don cuc mo do dou unh hoong to qoyot
dnh chon dom don houc hoy phong choyon du
dom khuc do cuc mo ngoy hu nuy
- Ngou ru nhun von suos con phu num vong o tho
h h d d kh h h cunh trunh cou dom don khuch sun cou mnh so vo
cuc kho voc un cun xong qounh
Mo troong xong qounh vu dom don
Nh S b h t h - Nhun von Suos cong cun um bun phun tch mo
troong xong qounh vu dom don gong nho kh phun
tch th troong vu do tho cunh trunh do thum khuo tch th troong vu do tho cunh trunh do thum khuo
vu bo song cho chon ooc knh dounh, qoung bu
khuch sun ru nooc ngou g
- Lo tho cunh trunh cou dom don u do so pho hop
cou cuc bon on qoun, cou nhu nooc, cuc khuch
sun cong hop tuc um vo nhuo cho bun thun khuch
sun khong tho um g dooc do cu thon tnh hnh
- So unh hoong cou non knh to don gu cu cuc dch
vo tu dom don u tho munh do cunh trunh gou cuc
dom don dom don
Ni dung chng V
Kin thc v sn phm
? g?
K nng bn hng
Ni dung chng V
Nhu to vun cho khuch hung
Kh h kh h h k h h - Khong phu khuch hung nuo cong co knh nghom
vu hoo bot suo suc vo voc choun b tot thoc hon
mot doun MlCL mot doun MlCL
- Chnh v vuy mu nhun von suos trong nhong troong
hop cun thot phu u ngoo to vun cho khuch hung hop cun thot phu u ngoo to vun cho khuch hung
tconsotunt) duc bot u vo voc to choc cuc so kon
vu mo troong ton ngh xong qounh dom don
- Duy cong u mot o tho cunh trunh mu nhun von
suos cun phu truo do do co tho to vun sut cunh
cong khuch hung dom u so thunh cong my mun
cho so kon
Choong Vl:
Nhong 1uc Nhun Anh Hoong don
Voc Knh Dounh 1h 1roong MlCL Voc Knh Dounh 1h 1roong MlCL
Ni dung chng VI
im n im n
Hng l hnh, nh t chc s kin
Nh cung ng (Suppliers/Contractors)
Thng hiu (Branding)
Lng trung thnh (Loyalty Program) Lng trung thnh (Loyalty Program)
Ni dung chng VI
im n im n
Dom don tDostnuton)
l N o tC t ) l. Nung oc tCupucty):
- Co so hu tung vu cuc ton ngh buo gom cu khuch
sun cou thunh pho Ho Ch Mnh no rong vu Vot sun cou thunh pho Ho Ch Mnh no rong vu Vot
Num no chong chou tho dup ong cuc doun MlCL
houc cuc so kon on so cuc nooc xong qounh kho houc cuc so kon on so cuc nooc xong qounh kho
voc nho 1huund, Snguporo, Muuysu, Hong
Kong,
- oy phong hon nuy con thoo rut nhoo so vo nho
cuo um gu phong tung cuo unh hoong don soc
cunh trunh
- Cuc ton ngh khuc ngou khuch sun chou dut too
h kh choun cuo ngung tum cuc nooc trong kho voc vu
cong chou dup ong dooc yoo cuo cou khuch
Dom don tDostnuton)
l N o tC t ) l. Nung oc tCupucty):
- 1nh choyon nghop chou cuo, vun con pho thooc
vuo cuc nhu to choc choyon nghop o cuc nooc phut vuo cuc nhu to choc choyon nghop o cuc nooc phut
tron
Chong tu chou thoc so co mot trong tum tron um - Chong tu chou thoc so co mot trong tum tron um
tum co qooc to
- Nhu nooc chou co so duo to ho tro dong moc do Nhu nooc chou co so duo to ho tro dong moc do
tuo dom don hup dun cho ou khuch nuy
- Khuch gun nho khong co nhoo so ou chon vo ton Khuch gun nho khong co nhoo so ou chon vo ton
ngh vu dch vo tu dom don non cong kom hup
dun
Dom don tDostnuton)
2 A h d h b h 2. An nnh, dch bonh:
- 1rooc duy chong tu b unh hoong cou dch SAkS
vu com gu um khuch khong chon chong tu u dom vu com gu um khuch khong chon chong tu u dom
don
Khuch MlCL duc bot rut nhuy cum vo cuc dch - Khuch MlCL duc bot rut nhuy cum vo cuc dch
bonh nuy
- Nhu nooc du co nhong bon phup hoo hoo hun Nhu nooc du co nhong bon phup hoo hoo hun
cho vu cong bo dch bonh nhum um yon tum cho
do khuch toy nhon duy vun oon u mo hom ngoy y y g y
mu khuch co tho hoy so kon cou mnh do do d no
khuc but co oc nuo
Dom don tDostnuton)
2 A h d h b h 2. An nnh, dch bonh:
- Vun do un nnh un toun cong u mot vun do dooc
dut on hung duo kh ou chon dom don Nooc tu dut on hung duo kh ou chon dom don. Nooc tu
muy mun co dooc so on dnh vo chnh tr vu un nnh
non duy cong u dom munh mu nhoo so kon du non duy cong u dom munh mu nhoo so kon du
dooc do don Vot Num to nhong no xuy ru but on
chnh tr vu un nnh
- 1hoong trong cuc hop dong, khuch hung oon rung
booc thom doo kon noo co but on chnh tr vu un
nnh houc dch bonh xuy ru th ho dooc qoyon hoy
vu khong phu bo thoong hop dong. Ho go duy u
troong hop but khu khung tmpossbtos) troong hop but khu khung tmpossbtos)
Dom don tDostnuton)
3 1nh cunh trunh: 3. 1nh cunh trunh:
- Cu cu sun phum dch vo u mot trong nhong yoo
to mu nhu to choc thoong cun nhuc do ou chon to mu nhu to choc thoong cun nhuc do ou chon
dom don duc bot kh ngun such co hun houc rut
hun hop
h h d h - Chut oong cuc ton ngh vu dch vo so vo gu cu
cou no cong u mot trong cuc yoo to um gum tnh
cunh trunh cou dom don cunh trunh cou dom don.
- So o dom nuy tgu cu & chut oong sun phum dch
vo) chong tu thou xu 1huund vu Muuysu do hun g y
cho vo cong tron th troong so vo nho cuo hon nuy
- Mot dom nou mu chong chou cunh trunh no u
t h h h t t ho h t d h tnh choyon nghop trong to choc hout dong phoc vo
khuch MlCL
Dom don tDostnuton)
4 D d t b ) 4. Do don tuccossbo):
- So hun cho cuc choyon buy don vu d o dom don
cong unh hoong don qoyot dnh ou chon du dom cong unh hoong don qoyot dnh ou chon du dom
- Khuch cun co nhoo so ou chon do co tho do dung
don don
- Sun buy vu cuc choyon buy hon co cou chong tu
chou tho so sunh vo cuc nooc trong kho voc chou tho so sunh vo cuc nooc trong kho voc
- Cuc tho toc vu dch vo o sun buy cong unh hoong
khong nho don so ou chon. Chung hun khuch phu khong nho don so ou chon. Chung hun khuch phu
mut rut nhoo tho gun mo ru kho sun buy, to choc
cuc dch vo o duy cong chou tot,
Dom don tDostnuton)
5 So h d 5. Soc hup dun:
- Nhong not duc trong vo vun hou vu con ngoo,
nhong d sun vun hou cuc d tch ch so u nhong d sun vun hou, cuc d tch ch so, u
nhong yoo to tuo non so hup dun.
Soc hup dun u y do do bon ho cho voc ou chon - Soc hup dun u y do do bon ho cho voc ou chon
dom don
- Ngou cuc oo u to nhon sun co do tuo so hup dun Ngou cuc oo u to nhon sun co do tuo so hup dun
cho dom don, cuc vun do noo o tron nho: nung oc,
un nnh, dch bonh, tnh cunh trunh, do don cong u g
cuc yoo to tuo non soc hup dun houc khong hup dun
cou dom don
Ni dung chng VI
im n im n
Thng hiu (Branding)
Ni dung chng VI
Hung o hunh, nhu to choc so kon
h h h h h h h - 1hoong cuc hung o hunh houc cuc nhu to choc so
kon oon co mot vu khuch hung mu ho phoc vo to
num nuy qou num khuc cho do o but co du dom num nuy qou num khuc cho do o but co du dom
nuo non khuch hung co nom tn rut on vuo ho
- Chnh v khuch hung co nom tn rut on vuo ho do - Chnh v khuch hung co nom tn rut on vuo ho do
du dom u so thunh cong qou nhoo num non ho co
tong no rut qoun trong don so ou chon cou khuch g q g
hung
- Hon nou ho so u ngoo trnh buy vo dom don cong g y g
tut cu cuc ton ngh tu do, so sunh cuc khuch sun
do khuch hung ou chon non ho so co gung no tot
h kh h h h d cho khuch sun mu ho nhum don
Hung o hunh, nhu to choc so kon
h h h h k h h kh h - Hung o hunh u nhu to choc so kon thuy cho khuch
hung non ho so u ngoo guo dch troc top vo
khuch sun so kom tru mo sun phum dch vo trooc khuch sun, so kom tru mo sun phum dch vo trooc
kh dou to khuch hung do do khuch sun co tho
phum o do vo ho nhong khuch hung so khong p u o do o o o g uc u g so o g
buo go bot v ho du yoo cuo khuch sun sou chou
trooc kh don tuy khuch hung, tro nhong troong hop
khong tho khuc phoc dooc
- Cuc hung o hunh thoong co 2 cuch do tuo tho nhup
b kh h d k h u nung gu bun cou khuch sun do kom o houc
tnh ph qoun y so kon cho nhong voc um cou ho
Ni dung chng VI
im n im n
Thng hiu (Branding)
Ni dung chng VI
Nhu cong ong tsoppors/contructors)
Kh h MlCL d b t kh h h h h t - Khuch MlCL duc bot u khuch ho ngh houc tron
um thoong rut qoun trong do vo cuc trung thot b
ngho nhn mot so cong ty ho thoo rong mot do ngo ngho nhn, mot so cong ty ho thoo rong mot do ngo
nhun von choyon phoc vo cho cuc so kon MlCL
cou ho do but co no duo
- Cuc trung thot b ngho nhn rut khuc nhuo vo chut
oong vu cong dong do cong mot ton go nhong do
nhun hoo vu modo khuch nhuo
- Nhun von knh dounh nh voc MlCL cun phu co
mot kon thoc co bun vo cuc dong co nuy vu phu
cup nhut hou v cuc trung thot b nuy dooc cu ton
thoong xoyon vo cuc muo mu mo vu hon du hon thoong xoyon vo cuc muo mu mo vu hon du hon
Ni dung chng VI
im n im n
Thng hiu (Branding)
Ni dung chng VI
Thng hiu (Branding)
1hoong hoo trund rooronco)
1hoo h t o th h t h d o - 1hoong hoo u mot o tho cunh trunh do vo groop
MlCL
Num nuy khuch chon thoong hoo nuy th num suo - Num nuy khuch chon thoong hoo nuy th num suo,
noo co do du dom khuc ho cong oo ton chon
thoong hoo do o du dom mo tro kh thoong hoo thoong hoo do o du dom mo tro kh thoong hoo
do khong co mut o du dom do
- 1hoong hoo con u nom tn vo chut oong dch vo g g
do vo khuch non ho thoong co duy u too ch
qoun trong trong so ou chon khuch sun
- 1hoong hoo cong u o tho cunh trunh vo gu cu vu
no gop phun um tung gu tr cou sun phum hung
h d h hou dch vo
Ni dung chng VI
im n im n
Thng hiu (Branding)
Ni dung chng VI
1nh trong thunh tLoyuty progrum)
- Huo hot cuc khuch sun doo co choong trnh thoong Huo hot cuc khuch sun doo co choong trnh thoong
dom cho khuch hung thoong xoyon o khuch sun kh
ho dung ky thunh von tmomborshp) suo un o duo
ton
- on cunh do khuch sun cong co choong trnh duc
bot dunh cho ngoo to choc so kon u thunh von
cou khuch sun/tup doun khuch sun
Kh h k h h h h - Kh ngoo to choc so kon tro thunh thunh von vu
tch oy dom suo mot so kon th ho moon top toc
so dong khuch sun cong ho thong vo khuch sun do so dong khuch sun cong ho thong vo khuch sun do
do co tho top toc tch oy dom
- Dom tch oy dooc co tho do u cuc sun phum - Dom tch oy dooc co tho do u cuc sun phum
dch vo trong cong ho thong houc cuc do tuc cou
ho
The end The end
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Bai Giang MICE - Hand Out

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Bai Giang MICE - Hand Out

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Ch h h C 1o Choc Knh Dounh M.l.C.L.

1rong Khuch Sun 1rong Khuch Sun

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