五星级酒店培训大全 -全套教材2.doc

THE ST.REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Account Files 任务: 客户档案 Code 序号: OH-SM-CS-A001 Objectives: At the end of this session, each trainee will be able to working data and Plans exist for all key accounts and key prospects. 目的: 课程结束后每一个学员能够独立完成所有客户档案。 Standard: A separate file will be maintained for each key account and key prospect. 标准： 每个重要 客户和有潜在生意的客户将建立不同的客户档案。 Resources: LCD / Account file forms from Delphi. 培训器材： LCD / Delphi 系统中的客户档案表格 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Introduction 介绍 Lecture 教学式 运用LCD Explanation and demonstration 讲解与展示 Buzz Group 列举不同的市场 配合不同颜色 Test and Summary 总结 Question to test the trainee’s level: 提问学员： What are Account Files? 什么是客户档案？ Customer interview / 客户访问 Customer profile / 客户描述 Action Plan / 活动计划 Action and Selection criteria / 计划和选择标准 Running Call Report / 经营报告 Inquiry Booking Forms (on group business) / 预订单 Note: the key account and key prospect files must be updated every three months. 提示：重要客户和有潜在生意的客户档案必须每三个月更新一 次。 The course should divided in two parts: What is Account Files? What is function of Account Files? 课程将分为两部分: 什么是客户档案？ 客户档案的作用是什么？ W.F.I.M 我们将从中学到什么？ Notify not doing like this will result in duplicate work and even worse. 你将减少重复的工作。 Customer interviews are in-depth reports covering : 同客人的联络包含在销售报告中。 Information required to complete the Customer Profile 完成客户档案需要信息 Information required to do a selection criteria rating 标准价格的选择也需要信息 Information required to determine the customer’s habits, relationships, expectations, needs, desires and solution of problems 客人的喜欢，关系，期待，需要，要求和要解决的问题 The above is obtained through the questioning technique and recorded free form 通过问卷和平时的有技巧的询问获得信息 Customer Profile forms can be developed for manual systems like Opera or they can be provided by a computerized system like Delphi. 客人档案表格