酒店市场销售部培训--店内参观

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1、Method培训方式TrainingSteps培训步骤Time时间酒店市场销售部培训--店内参观Task:HotelInspection任务：店内参观Code序号：OH-SM-CS-D006Objectives：Attheendofthissession,eachtraineewillbeabletoprovidesalesAssociateswithguidelineinconductinginspectionofhotel.目的：课程结束后，将为每个学员提供酒店内参观的指导方针。Standard

2、：Salesassociateswillconductinspectionofhotelfacilitiestoin-houseguests,prospectiveclientsandotherindividualswithapre-determinedobjective.标准：销售部员工将向客人展示酒店的服务设施，对有潜在生意的客户要根据其具体要求参观。Resources：LCD,Whiteboard，flipchart培训器材：LCD，白板，翻转展示板Method培训方式TrainingStep

3、s培训步骤Time时间IntroductionAndIceBreak介绍和打破僵局Lecture讲解Explanationanddemonstration解释和展示Question提问Askquestion:whatshallwedowhentheclientwantstoseeourhotel?提问：当客人来到酒店想看酒店是我们应该做什么？Thecourseshoulddividedintwoparts:这堂课将分为两部分：Whatishotelinspection?什么是店内参观？Howtoco

4、nducthotelinspection?如何进行店内参观？First:hotelinspectiondefinition&routewillbeshowingwithLCD.用LCD展示店内参观的概念及合理路线Second:explaintheS&Pitembyitem(LCD)逐条解释标准和程序。Note:Hotelinspectionisveryveryimportantconductforclientandourbusiness.强调店内参观对客人和酒店生意是非常非常重要的。Asktrain

5、eeswhyisitsoimportant?Alltheanswerswillbewrittenonflipchart1andcorrect.提问学员为什么店内参观是重要的？将所有的答案写在白板上然后选择正确的。Answers:Deeplyimpressedtheclient加深客户对酒店的印象10minutes15minutes20minutes5minutesPage2of2Method培训方式TrainingSteps培训步骤Time时间RolePlay角色扮演Summary总结present

6、ourfacilitiesandservice展示酒店设施和服务increasepotentialbusiness增加潜在生意brandpositioning品牌定位Competition竞争能力keepinterviewwithourclients保持与客人见面的机会keepgoodrelationshipwithourclients与客户保持良好的合作关系Asktwotraineestoperformhotelinspectionandletotherstocritique,beforehote

7、linspectioninformSecurity(Dividedtwogrouptodoit)让两名学员表演店内参观让其他人评估,事先通知保安部。(分两组进行，每组一名组长)Aftercritique,thetrainerwillshowwhatishotelinspectionstandard?(Flipchart2)评估后，训导师将给学员展示标准的酒店内参观。Note:强调：1.Salesassociateswillgothroughtheentirerouteplannedforinspec

8、tionatleastonehourpriortoguest’sarrivalandmakesurethefacilitiesrunningwell.销售部员工至少在客人到达一小时前按计划预览店内参观路线,以确保参观路线上设施的运作正常2.Considerationistobeexercisedinregardstoavailabilityofguestrooms,peaktimeandmealperiodsinF&Boutlets,peakhoursofrecrea