酒店市场销售部培训--政府客人接待..docVIP

酒店市场销售部培训--政府客人接待 Task: Government Guest Handling 任务: 政府客人接待 Code 序号： OH-SM-RM-D102 Objectives: At the end of this session, each trainee will be able to ensure that Government events be smooth and successful, and obtain more support From government. 目的: 课程结束后，每个学员将能够成功顺利的接待政府活动，并得到政府部 门的继续支持。 Standard: The sales associate and guest service manager will meet and greet every client booked through government upon arrival. The key person or important persons can contact every department directly-one stop service. Depending on the situation, the sales associate with the Director of Sales Marketing or with Excom member will meet and greet the guest on arrival. The sales associate will make personal or telephone contact with the guest during the event. The sales associate will see the guest off upon departure. 标准： 销售部员工将与宾客服务经理一起迎接政府客人。 重要地客人可以直接 与个部门沟通。跟据不同的情况销售部员工将和市场销售总监一起或行 政委员会成员一起迎接客人。销售部员工将在活动进行中电话或亲自 拜访客人. 销售部员工将在客离店时与客人道别。 Resources： White Board, LCD, Flipchart 培训器材： 白板，LCD，翻转展示板 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Question 提问 Lecture And explanation Procedure instruction 讲解和展示程序 Buzz Group 集体讨论 Lecture 讲解 Lecture 讲解 Summary 总结 Self-introduction 自我介绍 Does anyone what kind of clients is our guest? 谁知道我们酒店客人类型分为那几种？ Guest type: 客人类型 Commercial guest 商务客人 Travel agency group 旅行社团队 Meeting Conference 会议团体 Government 政府客人 e) Walk in guest 散客 (Use LCD provide different kind of person style respectively explain) 运用LCD 提供不同类型客人的样本 What is the government property？ 政府客人的特点？ How can we handling the guest from government? 我们如何接待来自政府的客人？ Handling step will be written on the flipchart 1 : 接待步骤写在翻转展示板上。 Emphasize speci