酒店管理会所 洲际酒店集团员工入职培训资料介绍.pdfVIP

Make It Happen 梦想成真 AGENDA 日程安排 2011/10/19 2 Agenda 日程安排 • Welcome, Introduction and 欢迎、介绍与课程目标展示 • Make it Happen – 梦想成真 – 画卷展示 • 深谋远虑的成功人士 2011/10/19 3 Make It Happen – The C.O.R.E. 梦想成真–核心战略 The Meeting Moments Game 会聚时刻游戏 Wrap- 总结和结束 2011/10/19 4 Programme Objectives 课程目标 在本课程结束后，你将能够： • Explain the Crowne Plaza brand positioning and list the 4 Crowne Plaza keys 解释皇冠品牌的定位并列出皇冠品牌的四 个关键因素 • Describe the target guest and give two examples of the rational needs they are likely to have when staying in a Crowne Plaza hotel and two examples of emotional needs 描述目标客户的含 义，分别列举出这些目标客户入住皇冠品牌酒店的两个理性 原因和两个感性原因 • Describe and demonstrate the four-step strategy for how to care for the target guest and enable them to have ‘Successful Interactions’ in Crowne Plaza Hotels 描述并展示关心目标客 户并使其能够在皇冠品牌酒店体验成功服务的四步战略 • Understand and be able to explain your role in the Crowne Plaza Strategy through Make It Happen 理解并且能够解释自 己在皇冠品牌酒店“梦想成真”战略中的角色 2011/10/19 5 By the end of this session you will be 本章节结束后，你将能够： Explain the Crowne Plaza brand 解释皇冠品牌的定位  列举皇冠品牌的四个关键因素 2011/10/19 6 2011/10/19 7 2011/10/19 8 CAPABLE 能力 SENSITIVE 灵敏 SUPPORTIVE 支持 TRUST 信任 UNDERSTAND 理解 2011/10/19 9 CAPABLE 能力 To best suppor