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伴随着全球会议经济的蓬勃发展，酒店已成为举办会议的重要场所，中国饭店业协会的数据显示，当今世界85%的会议都在酒店举行，因此，会议管理水平将直接决定相关酒店在会议市场中的生存与发展。
2016年3月初，笔者到成都做调研，“西部大都会”、“中国会展之都”的口号吸引了大批大型会议和展览落户于此，这为当地酒店提供了丰富的优质客源。成都会议市场的迅猛发展直接增强了当地酒店在会议市场中角色的重要性，虽然具有一定会议接待能力的酒店已经初具规模，但一些成都本土酒店所提供的会场、餐饮、住宿等传统服务项目，已经远远不能满足会议客人越发多样化的需求。而反观一些国际知名的品牌酒店通过专业化的会议管理和精准的服务，牢牢霸占着当地会议市场的份额。
With the vigorous development of the global conference economy， the hotel has become an important venue for hosting the meeting. According to the data of Chinese Hotel Industry Association， it shows that 85% of the world's meetings are held in hotels. Therefore， the conference management level will directly determine the survival and development of the hotels in the conference market.
In early March 2016， I had the honor to do a research in Chengdu. The names of "Western metropolis" and "China's city of exhibition" have attracted a great number of large conferences and exhibitions to settle in Chengdu， which provides high-quality customer source for the local hotels. With the rapid development of the Chengdu conference market， the importance of the role of the local hotels in the market is directly enhanced. Although in Chengdu， the hotels with certain meeting reception capacity have begun to take shape， but we have to admit that some local Chengdu hotels' traditional services， such as venue， catering， accommodation， are falling behind the diversified demands of the guests. By contrast， some well-known international brand hotels， through their professional conference management and service precision， have firmly occupied the local meeting market share.
本文将成都的本土酒店和国际品牌酒店进行对比，来看看我们本土酒店在会议管理领域究竟弱在哪些方面，应该如何来补足，希望给业内人士带来启示。
This article will present a comparison of Chengdu local hotels and the international hotel brands， to look at the weakness of our local hotel in the field of conference management， and how we should go about closing the gap， and to bring about some inspirations to the industry.
国际品牌酒店的会议管理
International Brand Hotels’ Conference Management
目前入驻成都的国际知名品牌酒店有温德姆、万豪、雅高、千禧国敦、洲际、喜达屋、希尔顿、凯宾斯基、凯悦等。这些国际品牌酒店旗下成员拥有相同的组织结构和财务制度，使用同一个预订网络，共享同一个采购系统，每个成员酒店会按照统一的规定提供标准的服务，在会议服务与管理的专业程度上普遍高于成都本土酒店。具体体现在以下两个方面。
International brand hotels currently settled in Chengdu are Wyndham， Marriott， Accor， Millennium & Copthorne， InterContinental， Starwood， Hilton， Kempinski， Hyatt and etc. These international brand hotels' members all have the same organization structure and financial system， using the same reservations network and sharing the same procurement system. Each member hotel provides standard service with the uniform provision， and has a generally higher professionalism in conference services and management than the local hotels in Chengdu. This can be discussed in two aspects specifically： 会议服务与管理
Conference Service and Management
国际品牌酒店在长期的发展中已经形成了一套成熟的经营理念，从他们各自的宣传语就可以很清楚地看出来。如喜达屋集团下属的天府丽都喜来登酒店的宣传语是：Starwood Preferred Planner （喜达屋优先会议组织者）。如洲际集团下属的总府皇冠假日酒店的宣传语：The Place To Meet（最适合开会的地方）。由这些经营理念延伸出来的会议服务标准实现了强大的品牌效应。在这些服务理念的指导下，国际酒店品牌制定了相应的会议服务标准，主要体现在如下几点（以凯宾斯基酒店为例）：一、两小时回复承诺。对客户的问询一般会在两个小时之内进行回应，并在第二个工作日给予全面答复。如果不能够满足顾客的需求，酒店在会议结束时，对该会议的账单打九五折；二、向会议组织人员通报每日花费，会议管理人员每日会将会议花费的详细账单通报组织者，帮助其管理会议费用，使会议组织者很清楚地知道会议的实际开销和会议预算情况；三、为会议组织者提供会议策划工具，包括会议策划指南（Meeting Planning Guide）、会议策划时间表（Planning Timeline）、会议策划人与酒店谈判的技巧（Negotiation Techniques）、会议空间计算器（Space Calculator）、会议预算计算器（Budget Calculator）、会议费用检查一览表（Expense Checklist）等。
笔者观察到，凯宾斯基酒店的会议经理从接到客人的第一个电话开始直到会议结束，在整个运作过程中都会尽量满足参会客人提出的一些特别要求或临时的改变。
最后在会议服务的专业化上，成都总府皇冠假日酒店、天府丽都喜来登饭店及香格里拉大酒店等都设置了会议秘书，体现高效、专业的服务精神。
Throughout the process of long-term development， international brand hotels have formed a set of mature business philosophy， which can be clearly seen from their respective slogans. The slogan of Sheraton Chengdu Lido Hotel， a subsidiary of Starwood Group， is： Starwood Preferred Planner. The slogan of Holiday Inn Crown Plaza， a subsidiary of InterContinental Group， is： The Place To Meet. The meeting service standard， which extends from the management principles， has made strong brand effect. Under the guidance of these service concepts， corresponding conference service standards are formulated mainly in the following several points （take Kempinski Hotel as an example）： firstly， the "Back in two hours" commitment. The customer inquiries will be responded within two hours， and followed by a comprehensive reply within the second working day. If they are not able to meet the needs of customers， at the end of the meeting， there will be a 5% off to the conference bills. Secondly， to inform the daily meeting expenses to the conference organizer. The hotel management personnel will inform the daily meeting bill to the conference organizer， so he knows very clearly the actual cost and budget of the conference. Thirdly， to provide meeting planning tools for the conference organizers； including Meeting Planning Guide， Planning Timeline， Negotiation Techniques， Space Calculator， Budget Calculator， and Expense Checklist and so on.
The author has observed， from the moment the Kempinski Hotel Meeting Manager receives the first call of the conference guests， until the meeting ended， he will strive to meet the special requirements or temporary changes made by the guests in the process of the whole operation. Finally in the specialization of the meeting service， Holiday Inn Crown Plaza Chengdu， Sheraton Lido Hotel Chengdu and Shangri-La Hotel also set up the meeting secretary， to provide efficient and professional meeting service.
会议营销
Conference Marketing
在会议营销方面，国际知名品牌酒店有一个明显的特点就是拥有完善的网络预定系统，大大方便了会议客人对酒店会议设施设备信息的了解，并能在线制定会议或宴会方案，使得远距离的会议接待变得快速、高效。由于其强大的会议接洽功能使得成都本地区以外的会议组织者都愿意来选择，并且将酒店预定系统强大、网站服务功能完善的国际品牌酒店作为来成都举办会议的首选。
例如，世纪城天堂洲际酒店利用其强大的集团化优势，对全球的会议市场进行调研并制定促销计划，并由集团统一促销，酒店会将会场规格、会议设施设备、实时优惠活动等信息在其官网上详细公布，会议组织者们无需到酒店实地考察就可以了解会议相关设施的各种详细信息，并可以在线询问相关问题。
除此之外，洲际集团还推出全球最大的酒店忠实客户计划——优先俱乐部会议奖励计划。会员可以在洲际集团下属的4000多家酒店享有各项优惠特权，具体来说就是在quali?ed meeting（资格会议）上花费1美元，就可以在Priority Club获得3个积分。其会员可以将积分兑换成250美元到1000美元不等的优先俱乐部存款，兑换日期是无限制的，其积分也永远有效，会员可以用这存款来购买相应的航空里程以及各种礼品等。据调查，2015年在世纪城天堂洲际酒店国际会议中心举办过的2000多场会议中，平均参会人数超过300人，该酒店的客源主要来自成都以外的地区，包括上海、广州、福建等沿海一线城市和一些国外会议客人。这类客源大部分来自洲际集团官方的网上预定系统，母集团通过良好的品牌效应在无形之中为世纪城天堂洲际酒店带来了大量客源。
由于以上各种营销措施，世纪城天堂洲际酒店85%以上的客源都是通过集团内部系统的分销以及老客户介绍等方式获得，使客户主动找上门消费会议产品，使该酒店各项会议相关收入都保持了较高的比例。
In the conference marketing， a distinct characteristic of international brand hotels is to have perfect network reservation system， which greatly facilitates the understanding of conference related hotel facilities and equipment for the conference guests， and to have the ability to set up meeting or banquet program online， which rapidly speed up the distant conference consultation process. Due to its powerful conference consultation functions， conference organizers outside Chengdu are willing to choose international brand hotels with powerful network reservation system and comprehensive online service as their fi?rst choice for conference venues.
For example， InterContinental Century City Chengdu uses its strong group advantage， to conduct global meeting market research and develop marketing plans that are unifi?ed by group promotions. The hotel will announce the meeting speci?cations， conference facilities， real-time promotions and related information in detail in its official website， so the conference organizers can have all the detailed information on a variety of conference facilities， and ask the questions online concerning the meeting without travelling to the venue in person.
In addition， the InterContinental Group also launched the world's largest hotel customer loyalty program， Priority Club Rewards Program. Members can enjoy various preferential privileges in more than 4000 InterContinental Hotels， speci?cally， for every $1 spent in quali?ed meeting， you get 3 points in Priority Club. Its members can redeem the points for $250 to $1000 priority club deposit and there is no expiry date for exchange， the points are also permanently effective， and the members can use the deposit to buy the corresponding aviation journey and a variety of gifts. According to the survey， in 2015， InterContinental Century City Chengdu hosted more than 2000 meetings， the average number of participants is more than 300 people， and the source of the customers are mainly outside the Chengdu local area， including Shanghai， Guangzhou， Fujian and other coastal cities and some of the foreign conference guests. Most of these guests come from the InterContinental Group's off_x001D_cial online booking system. is shows that the good brand effect of the parent group has brought a great number of customers for InterContinental Century City Chengdu. Due to the above various marketing measures， more than 85% of InterContinental Century City Chengdu's guests came from the distribution of the group's internal systems and by referral from the old customers. In this way， the meeting customers take the initiative to fi?nd the conference products， so the hotel has maintained a higher proportion the meeting related income.
本土酒店的会议管理
Local Hotels’ Conference Management
在成都，除了国际知名酒店集团管理的酒店外，更多的是以加州花园酒店、锦江宾馆、花园宾馆为代表的成都本土星级酒店，它们在具体的会议服务与管理的过程中，仍存在服务意识不高、服务质量不到位、管理混乱等情况，跟国际知名的品牌酒店相比还有较大差距。下面仍然从两方面来详细说说。
In Chengdu， in addition to the hotels managed by well-known international hotel investment & management group， the rest of the hotels are local Chengdu star hotels represented by the California Garden Hotel， Jinjiang Hotel， Garden Hotel. Compared to the conference service and management of the international well-known brand hotels， the local hotels are still flawed in problems such as low service awareness， low service quality and management confusion. The following will discuss two aspects in detail.
会议服务与管理
Conference Service and Management
以加州花园酒店为例，其具体的会议服务流程分为四步。第一步，通过会议产品的销售人员、会议组织者、会议管理人员三方的沟通了解会议的相关信息。包括参会人数、会期等；若会议组织者需要专业的策划公司帮助搭建展台、布置会场等，酒店就会推荐集团内部的会议策划公司进行相关的策划工作。第二步，布置会场、准备接待会议的各项工作、向会议组织者反馈信息等以保证酒店的各种服务与客户的要求相一致。第三步，会中服务。安排会场服务人员到场，包括会议视听设备调试的技术人员、茶水服务人员等进行全程的跟踪、陪同服务。第四步，会后的总结工作。包括对客户进行回访工作，针对出现的问题找出原因加以总结和纠正，并对突出表现的员工进行表扬、奖励等。以上四个步骤是酒店会议服务与管理的一般流程，但是在具体的服务标准上没有细化。
在专业人员的配置上，除了新良大酒店、喜马拉雅大酒店等少数几家酒店设置会议秘书或会议专员，其它大多数酒店都没有配置该类个性化、专业化的会议服务专职人员。
Take California Garden Hotel for example， its specific meeting service process is as followed：
Firstly， through three party communication made by the conference product sales staff， conference organizer and conference management personnel， an understanding of conference related information is reached， including the number of participants， duration， etc. If the meeting organizer needs professional meeting planning company to help build booth， set up the venue， the hotel will recommend meeting planning company within the group to perform the work.
Secondly， the hotel side will set up the venue， prepare for the holding of the meeting， and give feedback information to conference organizers to ensure that the hotel services are consistent with the customer requirements.
Thirdly， in-conference service. The hotel will arrange for the venue service personnel to arrive at the venue， including technical personnel for conference audio-visual equipment debugging， tea service personnel， to perform tracking and escort service for the entire conference. Fourthly， after-conference sum up. This includes customers feedback interview； review， conclusion and rectification of the problems occurred； praise and award for the outstanding staff.
The above four steps are the general process of hotel conference service and management， but the specific details in service standards are lacking.
In the configuration of the professional personnel， only a handful of hotels such as Xinliang Hotel and Himalayan Hotel have assigned conference secretary or commissioner， most other hotels do not have full-time staff configuration for the personalized and professional meeting service.
会议营销
Conference Marketing
加州花园酒店主要是以接待四川省内的商务会议、展览为主要客源的饭店，该酒店设置了单独的会议销售部和专门的会议销售人员，并将客源市场进行区域划分，再由不同的销售人员分管不同区域的市场。其客源来源的主要渠道：一是会议策划公司，二是销售人员的市场营销，三是酒店的关系客户。
California Garden Hotel's main source of customers comes from business meetings and exhibitions inside Sichuan Province. The hotel has a separate conference sales department and specialized conference sales staff. Different sales personnel are in charge of different areas of the market according to different regional division of customer market. The three main channels of customer sources are as followed： the meeting planning company， sales staff's marketing campaign， related customers of the hotel.
通过和世纪城天堂洲际酒店的对比来看，随着近几年来成都市大型会议、展览活动由原来的沙湾会展中心向世纪城新会展中心转移，影响了加州花园酒店收入比例的变化。在世纪城天堂洲际酒店会议相关收入中，近两年收入增长最快的项目是客房收入，而加州花园酒店则是餐饮收入和会议策划收入。由于加州花园酒店在成都本地区会展市场中的主导作用，虽然在本地区以外会展数量的接待量不如世纪城天堂洲际酒店的接待量大，但是其专业的会议策划服务却占据了大部分成都会展市场，能为会议客人提供完整的“一条龙”会议服务，这是世纪城天堂洲际酒店目前所不能比的。
另外，在会展市场淡季，加州花园酒店还利用其宴会服务设施和服务项目吸引了众多的婚宴、寿宴等大型宴会使其餐饮收入保持较高的水平，从而弥补了由于成都主要会展活动南移所带来的收益损失。
Through the comparison with InterContinental Century City Chengdu， in recent years， large conferences and exhibition activities in Chengdu have moved from by the original ShaWan Convention Center to the Chengdu Century City New International Convention and Exhibition Center， which has impacted the income ratio changes of California Garden Hotel. In InterContinental Century City Chengdu's conference related revenue， the fastest growing revenue item in the past two years is room revenue， while for the California Garden Hotel， such revenue items are the food and beverage revenue and conference planning revenue. Due to its leading role in the regional exhibition market in Chengdu， although California Garden Hotel doesn't receive as much conference business outside the local area as InterContinental Century City Chengdu， but its professional conference planning services have provided complete "one-stop" conference services and have since occupied most of Chengdu exhibition market， something InterContinental Century City Chengdu can't compare itself to. In addition， in the exhibition off-season， California Garden Hotel also uses the banquet facilities and services to attract a great number of weddings， birthday parties and other large banquets， for the catering income to maintain a high level， which makes up the revenue loss due to the south shifting of main exhibition activities in Chengdu.
比较结论
Comparative Conclusion
从会议服务流程上来看，国际知名品牌酒店基本上都具有专门负责会议的管理和服务人员，并按照一定的考核制度和奖惩方法进行管理，能按照会议的基本流程进行服务。而成都也有一些本土星级酒店有专门负责会议的管理和服务人员，按照一定的流程进行会议服务。在会议营销方面，两者都明确了酒店的定位，把握了会议客源的类型。
但有所不同的是，国外知名品牌酒店以集团为依托，其会议管理理论和方法是建立在酒店集团长期发展的基础上的，有一定的经验积累，成员酒店之间可以相互借鉴和分享相关经验，从而提高酒店会议的管理水平和服务质量。反观成都本土酒店，在会议资源和经验共享上缺乏这种集团化的优势；在会议市场的营销上，本土酒店对会议市场的影响力不大，也缺乏专业化的会议营销人才。
因此，笔者认为当地本土酒店应该加强合作交流、共享在会议管理和服务中的经验教训；同时，积极向国际品牌酒店学习，提升自身的会议管理水平，以适应未来会议市场蓬勃发展的需要。
Viewing from the basic process of meeting service， international hotel brands basically have set up professional personnel specifically responsible for the conference management and service， and the conference is managed in accordance with certain evaluation system and incentive methods. A number of local Stars Hotels in Chengdu also have professional personnel specifically responsible for the conference management and service that conduct meeting service according to a certain procedure. In the conference marketing， the two parties have clear positioning of their own hotels， and good understanding of the types of their meeting customers.
But something is different here. Backed by the mother Group， the foreign hotel brands' conference management theory and method are established on the basis of the long-term development of the hotel group. With considerable amount of accumulated experience， members of the hotels can learn from each other and share the experience， so as to improve the hotel conference management level and service quality. In contrast， the local Chengdu hotels lack such advantage of resources and experience sharing from the group； in conference market marketing， local hotels have little influence on the conference market， and also lack the professional talents for conference marketing.
Therefore， the local hotels should strengthen cooperation， exchange and share the lessons learned in the conference management and service； at the same time， they should actively learn from the international brand hotels， to improve their level of conference management and meet the needs of the future booming market.
2016年3月初，笔者到成都做调研，“西部大都会”、“中国会展之都”的口号吸引了大批大型会议和展览落户于此，这为当地酒店提供了丰富的优质客源。成都会议市场的迅猛发展直接增强了当地酒店在会议市场中角色的重要性，虽然具有一定会议接待能力的酒店已经初具规模，但一些成都本土酒店所提供的会场、餐饮、住宿等传统服务项目，已经远远不能满足会议客人越发多样化的需求。而反观一些国际知名的品牌酒店通过专业化的会议管理和精准的服务，牢牢霸占着当地会议市场的份额。
With the vigorous development of the global conference economy， the hotel has become an important venue for hosting the meeting. According to the data of Chinese Hotel Industry Association， it shows that 85% of the world's meetings are held in hotels. Therefore， the conference management level will directly determine the survival and development of the hotels in the conference market.
In early March 2016， I had the honor to do a research in Chengdu. The names of "Western metropolis" and "China's city of exhibition" have attracted a great number of large conferences and exhibitions to settle in Chengdu， which provides high-quality customer source for the local hotels. With the rapid development of the Chengdu conference market， the importance of the role of the local hotels in the market is directly enhanced. Although in Chengdu， the hotels with certain meeting reception capacity have begun to take shape， but we have to admit that some local Chengdu hotels' traditional services， such as venue， catering， accommodation， are falling behind the diversified demands of the guests. By contrast， some well-known international brand hotels， through their professional conference management and service precision， have firmly occupied the local meeting market share.
本文将成都的本土酒店和国际品牌酒店进行对比，来看看我们本土酒店在会议管理领域究竟弱在哪些方面，应该如何来补足，希望给业内人士带来启示。
This article will present a comparison of Chengdu local hotels and the international hotel brands， to look at the weakness of our local hotel in the field of conference management， and how we should go about closing the gap， and to bring about some inspirations to the industry.
国际品牌酒店的会议管理
International Brand Hotels’ Conference Management
目前入驻成都的国际知名品牌酒店有温德姆、万豪、雅高、千禧国敦、洲际、喜达屋、希尔顿、凯宾斯基、凯悦等。这些国际品牌酒店旗下成员拥有相同的组织结构和财务制度，使用同一个预订网络，共享同一个采购系统，每个成员酒店会按照统一的规定提供标准的服务，在会议服务与管理的专业程度上普遍高于成都本土酒店。具体体现在以下两个方面。
International brand hotels currently settled in Chengdu are Wyndham， Marriott， Accor， Millennium & Copthorne， InterContinental， Starwood， Hilton， Kempinski， Hyatt and etc. These international brand hotels' members all have the same organization structure and financial system， using the same reservations network and sharing the same procurement system. Each member hotel provides standard service with the uniform provision， and has a generally higher professionalism in conference services and management than the local hotels in Chengdu. This can be discussed in two aspects specifically： 会议服务与管理
Conference Service and Management
国际品牌酒店在长期的发展中已经形成了一套成熟的经营理念，从他们各自的宣传语就可以很清楚地看出来。如喜达屋集团下属的天府丽都喜来登酒店的宣传语是：Starwood Preferred Planner （喜达屋优先会议组织者）。如洲际集团下属的总府皇冠假日酒店的宣传语：The Place To Meet（最适合开会的地方）。由这些经营理念延伸出来的会议服务标准实现了强大的品牌效应。在这些服务理念的指导下，国际酒店品牌制定了相应的会议服务标准，主要体现在如下几点（以凯宾斯基酒店为例）：一、两小时回复承诺。对客户的问询一般会在两个小时之内进行回应，并在第二个工作日给予全面答复。如果不能够满足顾客的需求，酒店在会议结束时，对该会议的账单打九五折；二、向会议组织人员通报每日花费，会议管理人员每日会将会议花费的详细账单通报组织者，帮助其管理会议费用，使会议组织者很清楚地知道会议的实际开销和会议预算情况；三、为会议组织者提供会议策划工具，包括会议策划指南（Meeting Planning Guide）、会议策划时间表（Planning Timeline）、会议策划人与酒店谈判的技巧（Negotiation Techniques）、会议空间计算器（Space Calculator）、会议预算计算器（Budget Calculator）、会议费用检查一览表（Expense Checklist）等。
笔者观察到，凯宾斯基酒店的会议经理从接到客人的第一个电话开始直到会议结束，在整个运作过程中都会尽量满足参会客人提出的一些特别要求或临时的改变。
最后在会议服务的专业化上，成都总府皇冠假日酒店、天府丽都喜来登饭店及香格里拉大酒店等都设置了会议秘书，体现高效、专业的服务精神。
Throughout the process of long-term development， international brand hotels have formed a set of mature business philosophy， which can be clearly seen from their respective slogans. The slogan of Sheraton Chengdu Lido Hotel， a subsidiary of Starwood Group， is： Starwood Preferred Planner. The slogan of Holiday Inn Crown Plaza， a subsidiary of InterContinental Group， is： The Place To Meet. The meeting service standard， which extends from the management principles， has made strong brand effect. Under the guidance of these service concepts， corresponding conference service standards are formulated mainly in the following several points （take Kempinski Hotel as an example）： firstly， the "Back in two hours" commitment. The customer inquiries will be responded within two hours， and followed by a comprehensive reply within the second working day. If they are not able to meet the needs of customers， at the end of the meeting， there will be a 5% off to the conference bills. Secondly， to inform the daily meeting expenses to the conference organizer. The hotel management personnel will inform the daily meeting bill to the conference organizer， so he knows very clearly the actual cost and budget of the conference. Thirdly， to provide meeting planning tools for the conference organizers； including Meeting Planning Guide， Planning Timeline， Negotiation Techniques， Space Calculator， Budget Calculator， and Expense Checklist and so on.
The author has observed， from the moment the Kempinski Hotel Meeting Manager receives the first call of the conference guests， until the meeting ended， he will strive to meet the special requirements or temporary changes made by the guests in the process of the whole operation. Finally in the specialization of the meeting service， Holiday Inn Crown Plaza Chengdu， Sheraton Lido Hotel Chengdu and Shangri-La Hotel also set up the meeting secretary， to provide efficient and professional meeting service.
会议营销
Conference Marketing
在会议营销方面，国际知名品牌酒店有一个明显的特点就是拥有完善的网络预定系统，大大方便了会议客人对酒店会议设施设备信息的了解，并能在线制定会议或宴会方案，使得远距离的会议接待变得快速、高效。由于其强大的会议接洽功能使得成都本地区以外的会议组织者都愿意来选择，并且将酒店预定系统强大、网站服务功能完善的国际品牌酒店作为来成都举办会议的首选。
例如，世纪城天堂洲际酒店利用其强大的集团化优势，对全球的会议市场进行调研并制定促销计划，并由集团统一促销，酒店会将会场规格、会议设施设备、实时优惠活动等信息在其官网上详细公布，会议组织者们无需到酒店实地考察就可以了解会议相关设施的各种详细信息，并可以在线询问相关问题。
除此之外，洲际集团还推出全球最大的酒店忠实客户计划——优先俱乐部会议奖励计划。会员可以在洲际集团下属的4000多家酒店享有各项优惠特权，具体来说就是在quali?ed meeting（资格会议）上花费1美元，就可以在Priority Club获得3个积分。其会员可以将积分兑换成250美元到1000美元不等的优先俱乐部存款，兑换日期是无限制的，其积分也永远有效，会员可以用这存款来购买相应的航空里程以及各种礼品等。据调查，2015年在世纪城天堂洲际酒店国际会议中心举办过的2000多场会议中，平均参会人数超过300人，该酒店的客源主要来自成都以外的地区，包括上海、广州、福建等沿海一线城市和一些国外会议客人。这类客源大部分来自洲际集团官方的网上预定系统，母集团通过良好的品牌效应在无形之中为世纪城天堂洲际酒店带来了大量客源。
由于以上各种营销措施，世纪城天堂洲际酒店85%以上的客源都是通过集团内部系统的分销以及老客户介绍等方式获得，使客户主动找上门消费会议产品，使该酒店各项会议相关收入都保持了较高的比例。
In the conference marketing， a distinct characteristic of international brand hotels is to have perfect network reservation system， which greatly facilitates the understanding of conference related hotel facilities and equipment for the conference guests， and to have the ability to set up meeting or banquet program online， which rapidly speed up the distant conference consultation process. Due to its powerful conference consultation functions， conference organizers outside Chengdu are willing to choose international brand hotels with powerful network reservation system and comprehensive online service as their fi?rst choice for conference venues.
For example， InterContinental Century City Chengdu uses its strong group advantage， to conduct global meeting market research and develop marketing plans that are unifi?ed by group promotions. The hotel will announce the meeting speci?cations， conference facilities， real-time promotions and related information in detail in its official website， so the conference organizers can have all the detailed information on a variety of conference facilities， and ask the questions online concerning the meeting without travelling to the venue in person.
In addition， the InterContinental Group also launched the world's largest hotel customer loyalty program， Priority Club Rewards Program. Members can enjoy various preferential privileges in more than 4000 InterContinental Hotels， speci?cally， for every $1 spent in quali?ed meeting， you get 3 points in Priority Club. Its members can redeem the points for $250 to $1000 priority club deposit and there is no expiry date for exchange， the points are also permanently effective， and the members can use the deposit to buy the corresponding aviation journey and a variety of gifts. According to the survey， in 2015， InterContinental Century City Chengdu hosted more than 2000 meetings， the average number of participants is more than 300 people， and the source of the customers are mainly outside the Chengdu local area， including Shanghai， Guangzhou， Fujian and other coastal cities and some of the foreign conference guests. Most of these guests come from the InterContinental Group's off_x001D_cial online booking system. is shows that the good brand effect of the parent group has brought a great number of customers for InterContinental Century City Chengdu. Due to the above various marketing measures， more than 85% of InterContinental Century City Chengdu's guests came from the distribution of the group's internal systems and by referral from the old customers. In this way， the meeting customers take the initiative to fi?nd the conference products， so the hotel has maintained a higher proportion the meeting related income.
本土酒店的会议管理
Local Hotels’ Conference Management
在成都，除了国际知名酒店集团管理的酒店外，更多的是以加州花园酒店、锦江宾馆、花园宾馆为代表的成都本土星级酒店，它们在具体的会议服务与管理的过程中，仍存在服务意识不高、服务质量不到位、管理混乱等情况，跟国际知名的品牌酒店相比还有较大差距。下面仍然从两方面来详细说说。
In Chengdu， in addition to the hotels managed by well-known international hotel investment & management group， the rest of the hotels are local Chengdu star hotels represented by the California Garden Hotel， Jinjiang Hotel， Garden Hotel. Compared to the conference service and management of the international well-known brand hotels， the local hotels are still flawed in problems such as low service awareness， low service quality and management confusion. The following will discuss two aspects in detail.
会议服务与管理
Conference Service and Management
以加州花园酒店为例，其具体的会议服务流程分为四步。第一步，通过会议产品的销售人员、会议组织者、会议管理人员三方的沟通了解会议的相关信息。包括参会人数、会期等；若会议组织者需要专业的策划公司帮助搭建展台、布置会场等，酒店就会推荐集团内部的会议策划公司进行相关的策划工作。第二步，布置会场、准备接待会议的各项工作、向会议组织者反馈信息等以保证酒店的各种服务与客户的要求相一致。第三步，会中服务。安排会场服务人员到场，包括会议视听设备调试的技术人员、茶水服务人员等进行全程的跟踪、陪同服务。第四步，会后的总结工作。包括对客户进行回访工作，针对出现的问题找出原因加以总结和纠正，并对突出表现的员工进行表扬、奖励等。以上四个步骤是酒店会议服务与管理的一般流程，但是在具体的服务标准上没有细化。
在专业人员的配置上，除了新良大酒店、喜马拉雅大酒店等少数几家酒店设置会议秘书或会议专员，其它大多数酒店都没有配置该类个性化、专业化的会议服务专职人员。
Take California Garden Hotel for example， its specific meeting service process is as followed：
Firstly， through three party communication made by the conference product sales staff， conference organizer and conference management personnel， an understanding of conference related information is reached， including the number of participants， duration， etc. If the meeting organizer needs professional meeting planning company to help build booth， set up the venue， the hotel will recommend meeting planning company within the group to perform the work.
Secondly， the hotel side will set up the venue， prepare for the holding of the meeting， and give feedback information to conference organizers to ensure that the hotel services are consistent with the customer requirements.
Thirdly， in-conference service. The hotel will arrange for the venue service personnel to arrive at the venue， including technical personnel for conference audio-visual equipment debugging， tea service personnel， to perform tracking and escort service for the entire conference. Fourthly， after-conference sum up. This includes customers feedback interview； review， conclusion and rectification of the problems occurred； praise and award for the outstanding staff.
The above four steps are the general process of hotel conference service and management， but the specific details in service standards are lacking.
In the configuration of the professional personnel， only a handful of hotels such as Xinliang Hotel and Himalayan Hotel have assigned conference secretary or commissioner， most other hotels do not have full-time staff configuration for the personalized and professional meeting service.
会议营销
Conference Marketing
加州花园酒店主要是以接待四川省内的商务会议、展览为主要客源的饭店，该酒店设置了单独的会议销售部和专门的会议销售人员，并将客源市场进行区域划分，再由不同的销售人员分管不同区域的市场。其客源来源的主要渠道：一是会议策划公司，二是销售人员的市场营销，三是酒店的关系客户。
California Garden Hotel's main source of customers comes from business meetings and exhibitions inside Sichuan Province. The hotel has a separate conference sales department and specialized conference sales staff. Different sales personnel are in charge of different areas of the market according to different regional division of customer market. The three main channels of customer sources are as followed： the meeting planning company， sales staff's marketing campaign， related customers of the hotel.
通过和世纪城天堂洲际酒店的对比来看，随着近几年来成都市大型会议、展览活动由原来的沙湾会展中心向世纪城新会展中心转移，影响了加州花园酒店收入比例的变化。在世纪城天堂洲际酒店会议相关收入中，近两年收入增长最快的项目是客房收入，而加州花园酒店则是餐饮收入和会议策划收入。由于加州花园酒店在成都本地区会展市场中的主导作用，虽然在本地区以外会展数量的接待量不如世纪城天堂洲际酒店的接待量大，但是其专业的会议策划服务却占据了大部分成都会展市场，能为会议客人提供完整的“一条龙”会议服务，这是世纪城天堂洲际酒店目前所不能比的。
另外，在会展市场淡季，加州花园酒店还利用其宴会服务设施和服务项目吸引了众多的婚宴、寿宴等大型宴会使其餐饮收入保持较高的水平，从而弥补了由于成都主要会展活动南移所带来的收益损失。
Through the comparison with InterContinental Century City Chengdu， in recent years， large conferences and exhibition activities in Chengdu have moved from by the original ShaWan Convention Center to the Chengdu Century City New International Convention and Exhibition Center， which has impacted the income ratio changes of California Garden Hotel. In InterContinental Century City Chengdu's conference related revenue， the fastest growing revenue item in the past two years is room revenue， while for the California Garden Hotel， such revenue items are the food and beverage revenue and conference planning revenue. Due to its leading role in the regional exhibition market in Chengdu， although California Garden Hotel doesn't receive as much conference business outside the local area as InterContinental Century City Chengdu， but its professional conference planning services have provided complete "one-stop" conference services and have since occupied most of Chengdu exhibition market， something InterContinental Century City Chengdu can't compare itself to. In addition， in the exhibition off-season， California Garden Hotel also uses the banquet facilities and services to attract a great number of weddings， birthday parties and other large banquets， for the catering income to maintain a high level， which makes up the revenue loss due to the south shifting of main exhibition activities in Chengdu.
比较结论
Comparative Conclusion
从会议服务流程上来看，国际知名品牌酒店基本上都具有专门负责会议的管理和服务人员，并按照一定的考核制度和奖惩方法进行管理，能按照会议的基本流程进行服务。而成都也有一些本土星级酒店有专门负责会议的管理和服务人员，按照一定的流程进行会议服务。在会议营销方面，两者都明确了酒店的定位，把握了会议客源的类型。
但有所不同的是，国外知名品牌酒店以集团为依托，其会议管理理论和方法是建立在酒店集团长期发展的基础上的，有一定的经验积累，成员酒店之间可以相互借鉴和分享相关经验，从而提高酒店会议的管理水平和服务质量。反观成都本土酒店，在会议资源和经验共享上缺乏这种集团化的优势；在会议市场的营销上，本土酒店对会议市场的影响力不大，也缺乏专业化的会议营销人才。
因此，笔者认为当地本土酒店应该加强合作交流、共享在会议管理和服务中的经验教训；同时，积极向国际品牌酒店学习，提升自身的会议管理水平，以适应未来会议市场蓬勃发展的需要。
Viewing from the basic process of meeting service， international hotel brands basically have set up professional personnel specifically responsible for the conference management and service， and the conference is managed in accordance with certain evaluation system and incentive methods. A number of local Stars Hotels in Chengdu also have professional personnel specifically responsible for the conference management and service that conduct meeting service according to a certain procedure. In the conference marketing， the two parties have clear positioning of their own hotels， and good understanding of the types of their meeting customers.
But something is different here. Backed by the mother Group， the foreign hotel brands' conference management theory and method are established on the basis of the long-term development of the hotel group. With considerable amount of accumulated experience， members of the hotels can learn from each other and share the experience， so as to improve the hotel conference management level and service quality. In contrast， the local Chengdu hotels lack such advantage of resources and experience sharing from the group； in conference market marketing， local hotels have little influence on the conference market， and also lack the professional talents for conference marketing.
Therefore， the local hotels should strengthen cooperation， exchange and share the lessons learned in the conference management and service； at the same time， they should actively learn from the international brand hotels， to improve their level of conference management and meet the needs of the future booming market.