MEETINGS INCENTIVE CONFERENCES EXHIBITION/EVENTS IN A HOTEL by Henrietta Ho Executive Assistant Manager Hyatt

1. MEETINGSINCENTIVECONFERENCESEXHIBITION/EVENTS IN A HOTELby Henrietta Ho Executive Assistant Manager Hyatt on the Bund Shanghai

2. 如何为会议提供专业服务How to provide professional MICE service • 会场管理 MICE venue management • 人员管理 People management • 食品与饮料 Food and beverage • 音响视听及搭建 Audio & Video and pre-setup • 合同的评审及审查 Contract review and check • 危机管理 Crisis Management

3. Venue management • Know seating capacity & dimensions of all indoor and outdoor public function space • Know seating capacity of restaurants • Know outside catering options • Know competitors capacity and dimensions • Know what type of function is suitable for which area in the hotel ** Do not commit to specific function room in the early stage of contracting, so that you can manage space profitably. Try not to break a large room in the early stage of contracting in case you can sell the entire room on its own later.

4. 会场管理 • 了解酒店所有会议室及宴会厅的大小尺寸 • 了解酒店所有餐厅的客容量 • 了解酒店可以提供的外卖的选择 • 了解酒店竞争对手的会议室及宴会厅大小尺寸 • 了解酒店各个功能厅适合做的活动类型 ** 请注意：在洽谈合同初期，请不要承诺具体的会议场地，以便可以将场地利益最大化。

5. 会场管理Venue management • 产品知识 Product knowledge • 会场规格 Capacity and dimensions • 场地布局 Layout and set-up • 团队及客人类型 Type of groups/Type of client • 餐厅与多功能厅 Restaurant outlet vs Function Room • 外卖 Outside catering

6. Product Knowledge • Hotel fact sheet • Website information similar to Hotel fact sheet • Tourist & Destination information • Shopping and sight-seeing • Airport/train information • Operating hours of F&B outlets • SWOT analysis of hotel vs competitors *SWOT=Strengths/Weaknesses/Opportunities and Threats

7. 产品知识 • 酒店简介 • 酒店官方网站信息 • 旅游及目的地信息 • 购物及景观信息 • 航班及火车信息 • 餐厅营业时间信息 • 酒店及竞争酒店SWOT分析 ** SWOT=Strengths优势 Weaknesse 劣势 Opportunities 机会 Threats 威胁

8. Capacity and dimensions • Layout of each function room with electrical power points, internet lines, wattage capacity for light and sound equipment • Seating capacity & dimensions suitable for different types of functions. Layouts of table set-up drawn to scale • Internet connectivity • Back-of-the-house service area • Route for contractors in bringing props and equipment into hotel

9. 会场规格 • 各个会场内的布局，包括电源，网络接口，能承受的电力，电压 • 不同台型在各个会场的可容纳人数（按比例台型图） • 网络连接 • 后场服务区 • 搭建进场的路线

10. 场地布局及台型例图Sample Layout and set-up

11. 场地布局及台型例图Sample Layout and set-up

12. 场地布局及台型例图Sample Layout and set-up

13. 场地布局及台型例图Sample Layout and set-up

14. 场地布局及台型例图Sample Layout and set-up

15. 活动类型Type of groups • Business Groups 商务团队 • Leisure Groups 非商务团队

16. Type of groups • BUSINESS GROUPS Meeting, conference, exhibition, seminar, training, auction, IPO board meeting, product launch, press conference, Shareholders meeting, business forum, convention, sales customer appreciation, introducing new boss. Incentives – can be both business and/or leisure

17. 活动类型 • 商务团队 会议，展览，研讨会,培训,拍卖,股票上市会, 产品发表会,媒体发表会,答谢会, 就职演说 奖励会议 – 同时带有商务及旅游性质

18. Type of groups • LEISURE GROUPS Incentive with lots of social programs, sight-seeing groups, Celebrating special occasion, anniversary, birthday, baby shower, wedding, family reunion, class reunion and socials events.

19. 活动类型 • 非商务团队 非常务团队通常都会带有很多活动主题，比如：周年庆，生日会，满月酒，婚宴，家庭、同学聚会等等社交活动

20. Type of grousp • GROUP DEMOGRAPHICS Nationality, age, gender, profession, job titles, industry, nature of meeting/event, religion (diet), purpose of meeting/event, duration of meeting/event. Any spouse programs ? ** Do not forget to ask client/organizer for the objective of the meeting/event. When meeting objectives are met, they feel that it was a successful meeting.

21. 活动类型 • 团队简介 参会人员国籍, 年龄,性别,事业,职位,行业, 会议及活动的目的, 宗教信仰（饮食禁忌），会议及活动的持续时间，配偶会议期间户外活动等 ** 请努力了解会议主办者此次会议的目的，以便我们提供专业的服务已满足主办者会议需求

22. Restaurant outlet vs Function Room • Restaurants that covert into group meal venues • Function rooms decorated as a themed restaurants

23. 　餐厅和多功能厅 • 酒店餐厅可根据团队情况转变成会议及宴会场地 • 会议及宴会场地也能够根据团队需求装饰成餐厅

24. Outside catering Is your hotel capable of doing Outside Catering? Do not go into Outside Catering if : • You do not have an expert team that have past OC experience. • You do not have the OC equipment (plates, transport) • You do not understand setting-up off-site kitchens & service sequence • You do not understand food hygiene

25. Outside catering • Check out ideal outside catering areas that are suitable for outside catering, i.e. Water outlets, toilets for staff, electrical outlets, enclosed or outdoor service areas, kitchen/pantry area for food preparation • Determine how staff and food will be transported. Route and duration of trip based on weather (summer or winter) • Back-up area in case of rain.

26. 外卖 外卖活动要点： 必须要有一个专业的经验丰富外卖团队. • 必须要有外卖设备：足够的餐具，交通设备等 • 必须要可以搭建外卖活动的厨房及熟悉服务流程 • 必须保证外卖活动期间的食品卫生

27. 外卖 • 请检查户外场地是否适合做外卖，例如：水，电，员工卫生间，户内还是户外，厨房及备餐区域 • 员工及食品的传输及保存 • 后备场地-以防天气变化

28. Food and Beverage • Operating hours of all F&B outlets • Constraints in layout and set-up • Get approval for converting F&B outlets into function areas if client insist of using it as a function area. • Pricing and revenue expectation of each F&B outlet * Do not pre-commit F&B outlet if function rooms are still available

29. 食品及酒水 • 各个餐厅营业时间 • 餐厅布局及客容量 • 获得批准如果客人坚持使用餐厅为会议室 • 各个餐厅价格及利润 ** 如果会议室仍然有场地可使用，请不要使用餐厅

30. Food and Beverage • Consult with Chef before committing to menus, table set-up, service sequence based on number of guests, duration of meal service, program, decoration and menus based on client’s/organizer’s special requests. • Watch food cost. Do not commit to price without consulting the Chef. • Have pricing guidelines for banquet menus.

31. 食品及酒水 • 涉及到具体菜单，服务刘成及台型等运营部门的事宜一定要向相关部门做咨询 • 食品成本 • 宴会价格体系

32. Audio & Video and pre-setup • Compile master list of all AV equipment in the hotel and their rental prices • Work with 2-3 outside AV contractors that can provide equipment not in your hotel list • Provide electrical wattage information and plug points to contractors and client/organizers • Determine pre-setup time required with client/organizers • Test light and sound system that suits your ballroom size and layout. Work with those that can produce the best effects.

33. 音响视听及搭建 • 音响设备价格及功能使用列表 • 酒店供应商 • 提供酒店能承受的电力及电压等信息 • 与会议主办者确定提前搭建的时间 • 最佳音响及视听效果

34. Contract review and check • Review contractor’s business license • Have a legally binding outside contractors contract for safety and fire regulations, property & equipment damage and security, last minute cancellation. • Review hotel/contractor insurance * Choose a reliable and reputable AV and outside contractor.

35. 合同审评和审查 • 查看合同对方的营业执照 • 关于安全，火灾，设施设备破损及临时取消的具有法律约束力的条款 • 审查酒店和供应商之间的合同 ** 要选择信誉及技术过硬的供应商

36. 人员管理People management • 销售 Corporate Sales/ Inquiry team • 大型宴会/会议销售 MICE team • 专业会议服务团队 Convention Service team • 运营团队 Operational team • 管理团队 Senior management

37. People management • Management style of inter-departmental managers and colleagues. • Work flow and roles of work colleagues involved in handling MICE • Internal policies and procedures **Do you have a Policy and Procedure Manual ? A “MUST” for all hotels.

38. 人员管理 • 各个部门不同的管理方式 • 大型团队工作流程 • 内部运营规定 **员工对内部运营规定的认知

39. People management • Strengths & weaknesses of your team members. • Hire based of your hotel needs • Hire based on language requirement of your hotel needs In Sales and Marketing, we have “hunters” who aggressively go out and acquire business and the “farmers” who retain business and do in-house servicing, administration and operations.

40. 人员管理 • 团队中各种优势劣势分析 • 根据酒店需求雇佣员工 • 语言需求 **在市场销售部, 不同的性格特点承担不同的工作任务

41. Sales & Marketing Team • Corporate SalesTeam • MICE Team • Convention Services

42. 市场销售部 • 房间销售 • 大型宴会及会议销售 • 会议服务

43. Corporate Sales Team By Geographical segment • Local Sales Team (within city) • Regional (within China) • International Sales Team (outside of China) By Industry • Corporate • Tour and Travel/Airline (wholesale) • Government/Embassy/Consulate • OTA (Online Travel Agency)

44. 客房销售 按区域划分 • 本地 • 中国区 • 国际 按行业划分 • 公司 • 旅行社 • 政府及领事馆 • 网上预定

45. MICE Team Support Sales team: • By Geographical • By Industry Do most of the in-house site inspection

46. 大型宴会及会议销售 支持销售团队: • 按区域 • 按行业 驻守酒店及酒店参观等

47. Convention Service team Support for Sales/MICE Team • By Geographical • By Industry • Based on workload assigned by Director of Convention Services

48. 专业会议服务团队 客房销售及大型宴会销售后援队 团队合作 • 按照区域划分 • 按照行业划分 • 会议服务总监会按照工作量作相应的调整

49. Operational team Anyone involved in the handling of MICE groups: • Meet & Greet of VIPs GM/Dir of Mrketing/Dir of Sales/Sales Manager • Room assignment, Upgrades, VIP amenities: Dir of Rooms, Front Office Manager, Asst FO Manager, Executive Housekeeper, Reservation Manager • Car Park, Transportation & Room Drop: Chief Concierge, Director of Security • F&B arrangement: Dir of F&B, Asst F&B Manager, Outlet Manager • Menus, food and drinks preparation, presentation Executive Chef • Banquet arrangement: Dir of Convention Services, Convention Service Manager, Banquet Manager • Billing/Credit/Payment: Dir of Finance, Credit Manager, Income Auditor, Account Receivable Manager • Government Protocal & Security: Dir of Security, Security Manager • Construction, Liase with Contractor on Power and Electricity: Dir of Engineering

50. 运营部门 所有涉及大型活动的各个部门： • 迎接重要客人 总经理/市场销售部总监/销售总监/销售经理 • 房间分配，升级以及VIP小礼品: 房务总监，前台经理/副理，客房部经理，预定部经理 • 停车,交通和房间派送: 礼宾部，保安部 • 餐饮安排: 餐饮部总监，餐饮部经理， 餐厅经理 • 菜单，食品及酒水准备 行政总厨 • 宴会安排: 会议服务总监/经理，宴会厅经理 • 结账/挂账: 财务总监，信贷经理，日审，应收经理 • 政府事务及安全: 保安部经理 • 工程及电力等事宜: 工程部总监