洲际酒店员工培训-梦想成真.pdf

Make It Happen 梦想成真 1 Make It Happen 梦想成真 AGENDA 日程安排 2 Agenda 日程安排 • Welcome, Introduction and Objectives 欢迎、介绍与课程目标展示 • Make it Happen – The Big Picture 梦想成真 – 画卷展示 • The Thoughtful Achiever 深谋远虑的成功人士 3 Agenda 日程安排 • Make It Happen – The C.O.R.E. Strategy 梦想成真–核心战略 • The Meeting Moments Game 会聚时刻游戏 • Wrap-up and Close 总结和结束 4 Programme Objectives 课程目标 At the end of this workshop you will be able to: 在本课程结束后，你将能够： • Explain the Crowne Plaza brand positioning and list the 4 Crowne Plaza keys 解释皇冠品牌的定位并列出皇冠品牌的四 个关键因素 • Describe the target guest and give two examples of the rational needs they are likely to have when staying in a Crowne Plaza hotel and two examples of emotional needs 描述目标客户的含 义，分别列举出这些目标客户入住皇冠品牌酒店的两个理性 原因和两个感性原因 • Describe and demonstrate the four-step strategy for how to care for the target guest and enable them to have ‘Successful Interactions’ in Crowne Plaza Hotels 描述并展示关心目标客 户并使其能够在皇冠品牌酒店体验成功服务的四步战略 • Understand and be able to explain your role in the Crowne Plaza Strategy through Make It Happen 理解并且能够解释自 己在皇冠品牌酒店“梦想成真”战略中的角色 5 The Big Picture: Objective 展示画卷－章节目标 By the end of this session you will be able to: 本章节结束后，你将能够： • Explain the Crowne Plaza brand positioning 解释皇冠品牌的定位 • List the 4 Crowne Plaza keys 列举皇冠品牌的四个关键因素