酒店市场销售部培训--贵宾接待.docVIP

酒店市场销售部培训--贵宾接待 Task： VIP Guest Handling 任务: 贵宾接待 Code 序号： OH-SM-RM-D103 Objectives: At the end of this session, each trainee will be able to provide guideline and empower sales associate to extend VIP set up at customer contact point under necessary circumstances. 目的: 课程结束后，每个学员将能够提高指导方针和授权每一个销售员工 在必要的时候向客人提供VIP 客人接待标准。 Standard：All sales associates are empowered to extend VIP set up to qualified VIP guest. VIP set up can be offered on VIP set up categories. Special requests will be approved by GM or Hotel Manager. Before the VIP guest arrival, the sales associate will brief every department, double check with Guest Service Manager. The sales associate will meet and greet the top level VIP guest with Director of Sales Marketing or Excom member on arrival. The sales associate will make personal or telephone contact with the VIP guest during the guest stay. The sales associate will see the VIP guest off upon departure. 标准: 每个销售部员工将被授权在适当的时候给予客人VIP 待遇。接待标准 必须按照酒店标准。特殊的要求必须经市场总监和总经理批准。贵宾到 店前，销售部员工将通知有关部门并与前台宾客服务经理一起重新确认 客人要求。销售部员工将市场销售总监一起在客人到达时迎接。销售部 员工将在客人如住期间向客人问候并在客人离店时与客人道别。 Resources： LCD, Flip Chart, OHP 培训器材: LCD, 翻转展示板，幻灯机 Method 培训方式 Training Steps 培训步骤 Time 时间 Ice break 打破僵局 Introduction 介绍 Prepared on Flipchart 在白板上准备好 Lecture Contents 讲解和内容 Role Play 角色扮演 Critique 评估 Summary 总结 Music 音乐 Prologue ：开场白 This training about the VIP guest handling. Who know what is VIP guest? 这节课是关于贵宾接待，谁知道什么是贵宾？ all answers will be written on the whiteboard, then showing the right answer ( be written in the flipchart 1) 所有的答案将写在白板上，然后向学员展示标准答案 Qualified VIP guest include: 贵宾包括： State head 国家要员 Government official 政府官员 Travel agency ke