超五星级酒店人力资源培训大全13..docVIP

THE ST.REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Hotel Inspection 任务： 店内参观 Code序号： OH-SM-CS-D006 Objectives：At the end of this session, each trainee will be able to provide sales Associates with guide line in conducting inspection of hotel. 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： Sales associates will conduct inspection of hotel facilities to in-house guests, prospective clients and other individuals with a pre-determined objective. 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 Training Steps 培训步骤 Time 时间 Introduction And Ice Break 介绍和打破僵局 Lecture 讲解 Explanation and demonstration 解释和展示 Question 提问 Role Play 角色扮演 Summary 总结 Ask question: what shall we do when the client wants to see our hotel? 提问： 当客人来到酒店想看酒店是我们应该做什么？ The course should divided in two parts: 这堂课将分为两部分： What is hotel inspection? 什么是店内参观？ How to conduct hotel inspection? 如何进行店内参观？ First: hotel inspection definition route will be showing with LCD. 用LCD 展示店内参观的概念及合理路线 Second: explain the SP item by item ( LCD) 逐条解释标准和程序。 Note: Hotel inspection is very very important conduct for client and our business. 强调店内参观对客人和酒店生意是非常非常重要的。 Ask trainees why is it so important? All the answers will be written on flipchart 1 and correct. 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: Deeply impressed the client加深客户对酒店的印象 present our facilities and service 展示酒店设施和服务 increase potential business 增加潜在生意 brand positioning 品牌定位 Competition 竞争能力 keep interview with our clients 保持与客人见面的机会 keep good relationship with our clients 与客户保持良好的合作关系 Ask two trainees to perform hotel inspection and let others to critique, before hotel inspection inform Security (Divided two group to do it) 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) After critiq