This document outlines standardized procedures for managing public relations at Movenpick Hotel & Convention Centre KLIA. It establishes guidelines for media relations, press release distribution, crisis communication planning, reputation management, and continuous improvement of public relations strategies. The procedures are aimed at maintaining positive media coverage and a strong public image.
This document outlines standardized procedures for managing public relations at Movenpick Hotel & Convention Centre KLIA. It establishes guidelines for media relations, press release distribution, crisis communication planning, reputation management, and continuous improvement of public relations strategies. The procedures are aimed at maintaining positive media coverage and a strong public image.
This document outlines standardized procedures for managing public relations at Movenpick Hotel & Convention Centre KLIA. It establishes guidelines for media relations, press release distribution, crisis communication planning, reputation management, and continuous improvement of public relations strategies. The procedures are aimed at maintaining positive media coverage and a strong public image.
This document outlines standardized procedures for managing public relations at Movenpick Hotel & Convention Centre KLIA. It establishes guidelines for media relations, press release distribution, crisis communication planning, reputation management, and continuous improvement of public relations strategies. The procedures are aimed at maintaining positive media coverage and a strong public image.
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STANDARD OPERATING PROCEDURES
SUBJECT: PAGE: 1/3
PUBLIC RELATIONS DEPARTMENT: SECTION: MARKETING & COMMUNICATION
ISSUE DATE: SUPERSEDE:
POLICY NO: SUPERSEDE POLICY NO:
POLICY
To establish standardized procedures for managing relationships with the media, including press releases, media interviews, and crisis communication, within Movenpick Hotel & Convention Centre KLIA's Marketing and Communication Department. This SOP outlines protocols for effective public relations and guidelines for maintaining a positive public image and handling reputation management.
PROCEDURE
1. Media Relationship Management
Identify key media outlets relevant to the hotel's industry and target audience. Develop and maintain relationships with journalists, editors, and influencers.
2. Media Monitoring
Implement a system for monitoring media coverage related to Movenpick Hotel & Convention Centre KLIA. Regularly review and analyze media mentions and sentiment.
3. Press Release Development
Develop a standardized template for press releases.
Clearly outline key messaging, quotes, and relevant information for each release. 4. Internal Approval Process
Submit press releases for internal review and approval.
Obtain sign-off from key stakeholders, including the General Manager and relevant department heads.
5. Press Release Distribution
Utilize various channels for press release distribution, including media outlets, the hotel's website, and social media. Ensure timely dissemination of press releases to relevant parties.
6. Media Interview Coordination
Designate a media spokesperson within the Marketing and Communication
Department. Coordinate media interviews, ensuring alignment with key messages and brand positioning.
7. Crisis Communication Plan
Develop a comprehensive crisis communication plan.
Clearly outline roles and responsibilities during a crisis, including the formation of a crisis communication team.
8. Rapid Response Team Activation
Activate the rapid response team promptly in case of a crisis or negative media coverage. Ensure that the team is well-prepared to address media inquiries and manage the situation.
9. Positive Public Image Guidelines
Develop guidelines for maintaining a positive public image.
Establish protocols for addressing negative reviews, comments, or publicity.
10. Reputation Management
Monitor online reviews and feedback platforms.
Implement strategies for addressing and resolving negative feedback to maintain a positive online reputation.
11. Media Training
Conduct media training sessions for designated spokespersons.
Ensure that team members are equipped to handle media interactions effectively.
12. Media Event Coordination
Coordinate media events, such as press conferences, product launches, or media
tours. Develop detailed plans for logistics, media invitations, and post-event follow-up. 13. Industry Recognition and Awards
Identify opportunities for industry recognition and awards.
Prepare and submit nominations, ensuring compliance with submission guidelines.
14. Internal Communications
Maintain transparent and regular communication with internal stakeholders during
media-related activities. Ensure that all team members are informed about media engagements and potential coverage.
15. Documentation and Reporting
Maintain detailed records of media interactions, press releases, and crisis
communication activities. Provide regular reports on media coverage, sentiment, and reputation management efforts.
16. Continuous Improvement
Conduct post-crisis reviews to gather insights and lessons learned.
Use feedback to continuously improve crisis communication strategies and media relations.
