上海某五星酒店培训经理培训纲要.doc

THE ST. REGIS SHANGHHAI 上海XXXX大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Leads Management 任务: 订房线索管理 Code序号: OH-SM-RM-S002 Objectives: At the end of this session, each trainee will be able to ensure that Information could result in additional revenues for sister properties is made available. 目的： 课程结束后，每个学员将能够尽可能的利用订房线索为其他集团酒店 增加收入。 Standard: See attachment 标准: 附标准和程序 Resources: Whiteboard / TEAMHOT Form, LCD, Flipchart 培训器材: 白板，集团联合销售线索表格, LCD，翻转展示板 Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Explanation Content 解释内容 Demonstration With LCD 用LCD展示 LCD Method 培训方式 Practice 练习 Summary 总结 This session should be divided two parts: 课程将分为两部分 What is leads management? 什么是订房线索管理？ How do we handle it? 如何去做？ Explain the standard of leads management (All the SP will be written on the Flipchart 1) 逐条解释订房线索管理的标准？ ( 所有的标准将事先写在翻转展示板上) Showing starwood Global Distribution System and Central Reservation Office reservation system. 展示仕达屋集团全球销售网络系统和全球预订中心的预订系统。 Answer: GDS / StarLink / CMD / GSO / CSC W.I.F.M Increase hotel revenue and business, also can make more incentive for every sales associate. 增加酒店收入和生意，并且每个销售部员工可以从中获得更多的奖励。 Second Part: Training Steps 培训步骤 Leads Management handling:操作订房线索管理 Out-bound leads: 向外发订房线索 Pay attention for incoming leads Incoming leads: 收到的订房线索 How to handing incoming leads and procedure of it? 如何操作收到的订房线索，程序是什么？ How many days should we use to determine a account’s type? 应该多少天来确定客户类型？ How can we inform the action taken and the result through Team Hot electronically? 如何通过集团订房线索系统来采取行动并获得结果？ All in-coming leads will be reviewed on a monthly basis. 所有的订房线索将每月回顾一次。 How should we report business materialized from in-coming leads back through Team Hot? 我们如何向集团订房系统回复生意情况？ Why we should maintain frequent communication and rapport with respective GP, SP, APP Director ,GSO and other associates of Starwood ? 为什么我们应该经