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酒店《府客人接待》培训活动纲要

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A HOTEL

XXX大酒店

TRAINING ACTIVITY OUTLINE

培训活动纲要

 

 

Task:             Government Guest Handling

任务:              客人接待

 

Code 序号： OH-SM-RM-D102

 

Objectives: At the end of this session, each trainee will be able to ensure that

                     Government events be smooth and successful, and obtain more support

                     From government.

 目的:           课程结束后，每个学员将能够成功顺利的接待活动，并得到部

                     门的继续支持。      

 

Standard:  The sales associate and guest service manager will meet and greet every

                    client booked through government upon arrival. The key person or important

                    persons can contact every department directly-one stop service.

                    Depending on the situation, the sales associate with the Director of Sales &

                    Marketing or with Excom member will meet and greet the guest on arrival.

                    The sales associate will make personal or telephone contact with the guest

                    during the event. The sales associate will see the guest off upon departure.

标准：        销售部员工将与宾客服务经理一起迎接客人。 重要地客人可以直接        

                    与个部门沟通。跟据不同的情况销售部员工将和市场销售总监一起或行

                    政委员会成员一起迎接客人。销售部员工将在活动进行中电话或亲自

                    拜访客人.    销售部员工将在客离店时与客人道别。

           

Resources： White Board, LCD, Flipchart

培训器材：  白板，LCD，翻转展示板

Method

培训方式

Training Steps

培训步骤

Time

时间

Introduction

介绍

Question

提问

 

 

 

 

 

 

 

 

 

 

Lecture

 And explanation

Procedure instruction

讲解和展示程序

 

 

 

 

 

 

 

Buzz Group

集体讨论

 

 

 

 

 

Lecture

讲解

 

 

 

 

 

 

Lecture

讲解

 

 

 

 

 

 

 

 

 

 

 

 

Summary

总结

Self-introduction

自我介绍

Does anyone what kind of clients is our guest?

谁知道我们酒店客人类型分为那几种？

 

Guest type: 客人类型

  1. Commercial guest  商务客人
  2. Travel agency group  旅行社团队
  3. Meeting & Conference  会议团体
  4. Government  客人

       e)    Walk in guest  散客

(Use LCD provide different kind of person style respectively explain)

运用LCD 提供不同类型客人的样本

 

 

What is the government property？

客人的特点？

How can we handling the guest from government?

 我们如何接待来自的客人？

Handling step will be written on the flipchart 1 :

 接待步骤写在翻转展示板上。

 

Emphasize special problem handling

特殊强调特殊问题处理

 

 

Divided trainees into several group to do discussion then critique after discussion:

将学员分成几组讨论然后评估

what is the different between the commercial guest and government?

商务客人和客人的区别？

 

Note:

All the guest from government are very important persons, need every department support. Sometime the mayor will be attend the event.

强调： 所有的客人都是非常重要地，需要每个部门的支持和配合。有时将出席活动。

 

Question: 提问

How will we handle the big group of government?

如何接待大的团体？

Mentioned key point about this question.

对此问题提供几个主要的要点

  1. if the event is 50 pax above, prepare working room and parking space.

超过50的团体要准备工作间和停车场

  1. Prepare the driver’s meal or coupon and rest room.

       准备司机的工作餐和休息室

  1. Prepare the banner before the group arrival.

在客人到达前准备条幅。

 

 

Handouts about government structure form.

The important persons of Shenyang and Liaoning government.

分发关于的结构图( 沈阳市及辽宁省的重要人物)

 

 

 

 

 

 

 

3 minutes

 

5 minutes

 

 

 

 

 

 

 

 

 

 

 

 

 

30 minutes

 

 

 

 

 

 

 

 

 

 

10 minutes

 

 

 

 

 

 

2 minutes

 

 

 

 

 

 

 

10 minutes

 

 

 

 

 

 

 

 

 

 

 

 

 

10 minutes

 

 

 

 

 

 

 

Total 70 minutes

 

 
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