酒店《賓接待》培訓(xùn)活動綱要

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

2、ontactpointundernecessarycircumstances.目的目的:課程結(jié)束后，每個學(xué)員將能夠提高指導(dǎo)方針和授權(quán)每一個銷售員工在必要的時候向客人提供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):每個銷售部員工將被授權(quán)在適當(dāng)?shù)臅r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)市場總監(jiān)和總經(jīng)理批準(zhǔn)。貴賓到RolePlay角色扮演

5、Critique評估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一個是貴賓，Oneisthesalesassociate一個是貴賓，(Caseexample:AVIPguestwillarrivalon14:00pmheisfromHPcompanyasaExecutive

6、ManagerwithGreatChinahissecretarybookedadeluxesuitefhimallgewillpayfhiscompanythistimehewillhasameetingwithShenyangMayonseconddayalsohavetwoassistanttakingcareofhim.Heisn’tamemberofSPGbuthisassistantarememberofthisprogra

7、m.youareasalesmanagerwhatneedyoupreparehowdoyouhlethiscase)(案例；一個貴賓將在下午2：00，到達酒店，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)訂了一個豪華套房，所有的費用將由公司付費，同時他將與市長在到達的第二天開會，他有兩名助理與他一起來，這位經(jīng)理不是SPG的會員，而他的兩個助理是我們的會員。你是酒店的銷售經(jīng)理，請問你需要準(zhǔn)備什么，如何接待這位貴賓。Firstfro