酒店《賓接待》培訓(xùn)活動(dòng)綱要

1、AHOTELXXX大酒店大酒店TRAININGACTIVITYOUTLINE培訓(xùn)活動(dòng)綱要培訓(xùn)活動(dòng)綱要Task：VIPGuestHling任務(wù)任務(wù):貴賓接待貴賓接待Code序號(hào)：序號(hào)：OHSMRMD103Objectives:AttheendofthissessioneachtraineewillbeabletoprovideguidelineempowersalesassociatetoextendVIPsetupatcustomerc

2、ontactpointundernecessarycircumstances.目的目的:課程結(jié)束后，每個(gè)學(xué)員將能夠提高指導(dǎo)方針和授權(quán)每一個(gè)銷售員工在必要的時(shí)候向客人提供VIP客人接待標(biāo)準(zhǔn)。Stard：AllsalesassociatesareempoweredtoextendVIPsetuptoqualifiedVIPguest.VIPsetupcanbeofferedonVIPsetupcategies.Specialrequests

3、willbeapprovedbyGMHotelManager.BefetheVIPguestarrivalthesalesassociatewillbriefeverydepartmentdoublecheckwithGuestServiceManager.ThesalesassociatewillmeetgreetthetoplevelVIPguestwithDirectofSales&MarketingExcommemberonar

4、rival.ThesalesassociatewillmakepersonaltelephonecontactwiththeVIPguestduringthegueststay.ThesalesassociatewillseetheVIPguestoffupondeparture.標(biāo)準(zhǔn)標(biāo)準(zhǔn):每個(gè)銷售部員工將被授權(quán)在適當(dāng)?shù)臅r(shí)候給予客人VIP待遇。接待標(biāo)準(zhǔn)必須按照酒店標(biāo)準(zhǔn)。特殊的要求必須經(jīng)市場(chǎng)總監(jiān)和總經(jīng)理批準(zhǔn)。貴賓到RolePlay角色扮演

5、Critique評(píng)估Summary總結(jié)Dividedtraineesintwogrouptodoroleplay:講學(xué)員分為兩組做角色扮演VIPguesthling貴賓接待Separatetwoteam:OneisVIPguest一個(gè)是貴賓，Oneisthesalesassociate一個(gè)是貴賓，(Caseexample:AVIPguestwillarrivalon14:00pmheisfromHPcompanyasaExecutive

6、ManagerwithGreatChinahissecretarybookedadeluxesuitefhimallgewillpayfhiscompanythistimehewillhasameetingwithShenyangMayonseconddayalsohavetwoassistanttakingcareofhim.Heisn’tamemberofSPGbuthisassistantarememberofthisprogra

7、m.youareasalesmanagerwhatneedyoupreparehowdoyouhlethiscase)(案例；一個(gè)貴賓將在下午2：00，到達(dá)酒店，他是惠普公司大中華地區(qū)的行政經(jīng)理，，他的秘書為他預(yù)訂了一個(gè)豪華套房，所有的費(fèi)用將由公司付費(fèi)，同時(shí)他將與市長(zhǎng)在到達(dá)的第二天開會(huì)，他有兩名助理與他一起來，這位經(jīng)理不是SPG的會(huì)員，而他的兩個(gè)助理是我們的會(huì)員。你是酒店的銷售經(jīng)理，請(qǐng)問你需要準(zhǔn)備什么，如何接待這位貴賓。Firstfro