酒店《优先顾客计划会员》培训活动纲要.docVIP

A HOTEL XXX大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: SPG Program 任务: 仕达屋优先顾客计划会员 Code序号: RM-RES-S030 Objectives： At the end of this session Reservation Sales Agent should familiar with SPG Program and be able to promote to them to guests, customers and in the market place. 目的: 在课程结束的时候预 订 部 销 售 文 员 应 熟 悉仕 达 屋 优 先 客 人 计 划并能在本市场向客人促销。 Standard ： All Reservation Sales associates will be able to fully explain the features and membership privileges of Starwood Preferred Gust program to guests and customers over the telephone and demonstrate knowledgeable selling skills to promote memberships. 标准: 所有预订部销售文员都应能够向客人详细介绍仕达屋优先顾客 计划的特点及可享有的利益，并能利用一切机会向客人促销。 Resources: Flip Chart, Handout, Computer with Oprea terminal 培训器材: 白板，白板纸，培训资料，带有Oprea终端的电脑 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Lecture 教学式 Prepared on Flip Chart Contents 内容 Questions 提问 Lecture Explanation 教学式与讲解 Demonstration 展示 Practice - Role Play 练习 – 角色扮演 Critique 评估 Summary 总结 Show “ W.I.F.M” (Objectives) 显示课程目的 Prologue: Starwood Preferred Guest program is a loyalty program for the guest, it is the most power program in Starwood, to be a staff of Sheraton familiar with this program is our responsibility and also can benefit ourselves. 开场白： 仕 达 屋 优 先 客 人 计 划是仕 达 屋 集团忠诚客人的一个计划，这是我们集团最有力的一个计划，作为沈阳丽都喜来登饭店的一名员工熟悉它是我们的责任并且同时可以使我们自己受益。 So the objectives of this session is: …(Refer to Objectives of this TAO) 今天这堂课的目的是：（参考标准与程序） The course should be divided into two parts: 这节课会分为俩个部分来讲解： Enrollment Procedure and Starwood Preferred Guest Enrollment Oprea Handling Procedure: (For Reservation Sales Agent) 帮助客人加入计划程序电脑中的处理程序 Recognizing Existing SPG Members Procedure and Oprea Handling Procedure(For Reservation Sales Agent) 确认客人是否是仕 达 屋 优 先 客 人 计 划会员及电脑中的处理程序 Do other hotel have this kind of similar plan? 有谁知道其他酒店有无类似计划？ Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。 D