酒店《優(yōu)先顧客計(jì)劃會(huì)員》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:SPGProgram任務(wù)任務(wù):仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員Code序號(hào)序號(hào):RMRESS030Objectives：AttheendofthissessionReservationSalesAgentshouldfamiliarwithSPGProgrambeabletopromotetothemtoguestscustomersin

2、themarketplace.目的目的:在課程結(jié)束的時(shí)候預(yù)訂部銷(xiāo)售文員應(yīng)熟悉仕達(dá)屋優(yōu)先客人計(jì)劃并能在本市場(chǎng)向客人促銷(xiāo)。Stard：AllReservationSalesassociateswillbeabletofullyexplainthefeaturesmembershipprivilegesofStarwoodPreferredGustprogramtoguestscustomersoverthetelephonedemonstr

3、ateknowledgeablesellingskillstopromotememberships.標(biāo)準(zhǔn)標(biāo)準(zhǔn):所有預(yù)訂部銷(xiāo)售文員都應(yīng)能夠向客人詳細(xì)介紹仕達(dá)屋優(yōu)先顧客計(jì)劃的特點(diǎn)及可享有的利益，并能利用一切機(jī)會(huì)向客人促銷(xiāo)。Resources:FliptHoutComputerwithOpreaterminal培訓(xùn)器材培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶有Oprea終端的電腦Method培訓(xùn)方式培訓(xùn)方式TrainingSteps培訓(xùn)步驟培訓(xùn)步

4、驟Time時(shí)間時(shí)間Introduction介紹Lecture教學(xué)式PreparedonFlipShow“W.I.F.M”(Objectives)顯示課程目的Prologue:StarwoodPreferredGuestprogramisaloyaltyprogramftheguestitisthemostpowerprograminStarwoodtobeastaffofSheratonfamiliarwiththisprogramis

5、ourresponsibilityalsocan5MinutesMethod培訓(xùn)方式培訓(xùn)方式TrainingSteps培訓(xùn)步驟培訓(xùn)步驟Time時(shí)間時(shí)間PracticeRolePlay練習(xí)–角色扮演Critique評(píng)估Summary總結(jié)2.Askparticipanttobeaguest.Showeachstep.Afterdemonstration.Referbacktofliptreviewdiscusseachstep.請(qǐng)參與者為客

6、人，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。1.Everytraineepracticeinthecomputer每個(gè)學(xué)員在電腦中練習(xí)2.EachtraineepracticesfirstasguestthenasReservationSalesAgent.每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷(xiāo)售文員.CaseExample案例案例：SPGGuestcallsinwanttomakeareservation仕達(dá)屋優(yōu)先顧

7、客計(jì)劃會(huì)員打進(jìn)電話(huà)作預(yù)訂Accdingtheprocedure.按照程序。ReviewKeyPoints:回顧要點(diǎn)：1.Askquestionshaveparticipantexplainthestarditsimptance.提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2.Summarizecritiquepointsapplicabletoentiregroup總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)3.Reinfcediscussthepoint:加強(qiáng)

8、并討論以下要點(diǎn)：?EnrollmentProcedureStarwoodPreferredGuestEnrollmentOpreaHlingProcedure:(FReservationSalesAgent)幫助客人加入計(jì)劃程序電腦中的處理程序?RecognizingExistingSPGMembersProcedureOpreaHlingProcedure(FReservationSalesAgent)確認(rèn)客人是否是仕達(dá)屋優(yōu)先客人計(jì)劃