某著名國際五星級酒店培訓(xùn)教材大全【精品管理手冊】

1、著名國際五星級酒店集團培訓(xùn)教材大全目錄Task: Account Files 任務(wù): 客戶檔案3Task: Account Management任務(wù): 客戶管理5Task 任務(wù)：Suppliers File 供給商檔案7Task: Brand Identity任務(wù)： 品牌一致10Task 任務(wù)：COMPETITORS SURVEY 競爭對手調(diào)查12Task 任務(wù)：Strategic Sales Plan 銷售策略方案14Task: Standard Letters任務(wù)： 標準信函16Task: Daily Sales Briefing任務(wù)： 每日銷售會議18Task 任務(wù)：Initial Sa

2、les Call 初次拜訪20Task: Daily Sales Calls任務(wù)： 每日銷售拜訪22Task: Joint Sales Call 任務(wù)： 聯(lián)合銷售拜訪24Task 任務(wù)：Communication 溝通與合作26Task 任務(wù)：FOLLOW UP ACTION 活動跟進28Task: Hotel Inspection 任務(wù)： 店內(nèi)參觀30Task 任務(wù)： PRODUCT KNOWLEDGE 產(chǎn)品知識32Task 任務(wù)：SPP 仕達屋優(yōu)先方案者方案34Task: Leads Management任務(wù): 信息資源管理36Task 任務(wù)：Corporate Design Guidel

3、ine 集團設(shè)計標準38Task 任務(wù)：Marketing Communications Monthly Presentation 公關(guān)部月度匯報展示40Task 任務(wù)：Database Management 數(shù)據(jù)庫管理42Task 任務(wù)：Photo Library 圖片庫45Task 任務(wù)：Collateral library 宣傳資料庫48Task 任務(wù)：Inventory Check 庫存檢查50Task 任務(wù)： Office Equipment 公關(guān)部設(shè)備管理52Task 任務(wù)：Media Interview 會見媒體55Task 任務(wù)：Media Call 拜訪媒體人士57Task

4、任務(wù)：Site inspection 參觀飯店59Task 任務(wù)： Monthly Press Luncheon 月度媒體人員午餐會61Task 任務(wù)：Press Conference 新聞發(fā)布會64Task 任務(wù)：Press Release 發(fā)布酒店新聞67Task 任務(wù)：Public inquiry 回復(fù)咨詢69Task 任務(wù)：Press Clipping 剪報71Task 任務(wù)：Collateral Production 制作宣傳品73Task： VIP Guest Handling任務(wù): 貴賓接待75Task: Standard Forms任務(wù): 標準表格77Task : Sales

5、Administration任務(wù): 辦公室行政管理79Task: Office Review任務(wù): 辦公室核查81Task: Action Plan任務(wù)： 活動方案83Task: Business Trip Standard任務(wù)： 商務(wù)旅行標準85Task: Sales & Marketing Meeting任務(wù): 市場銷售會議87Task ： Group Handling題目： 團隊接待89Task: Government Guest Handling 任務(wù): 政府客人接待91Task: Group Reservation任務(wù):團隊預(yù)訂93Task:End of Shift Proc

6、edures / Morning Shift Procedure 任務(wù):下班程序 / 早班程序95Task: Working Area Maintaining任務(wù):工作區(qū)域維護97Task:Booking Confirmation任務(wù):確認信98Task:Reporting任務(wù):打印報告100Task:Filing 任務(wù):存檔102Task:Processing Busy Line 任務(wù): 占線的處理程序104Task:Taking Message任務(wù): 留言106Task:Guest Name任務(wù):客人名字108Task:Guest History Profiles任務(wù):客人檔案管理110T

7、ask:Answering the telephone-guest greetings/ SPG recognition任務(wù):接聽 /仕達屋優(yōu)先顧客方案會員識別標準112Task:Checking Availability 任務(wù):查看可賣房114Task:Taking Reservation / Same day Reservations任務(wù):作預(yù)訂/ 當天預(yù)訂116Task:Guaranteed Arrival 任務(wù):擔保預(yù)定118Task:No Show任務(wù):預(yù)訂未到120Task:Amendments and Cancellations任務(wù):更改和取消預(yù)訂122Task:VIP Book

8、ing 任務(wù):貴賓預(yù)訂124Task:Airport Transfer & Limousine Booking任務(wù):接送機和租用車效勞126Task:Special Requests & Trace Function任務(wù):特殊要求及跟蹤效勞128Task:Next Arrival Report Checking任務(wù):檢查第二天預(yù)抵客人報表130Task:Choice Program任務(wù):選擇方案132Task:Room Blocking任務(wù):鎖房134Task:Overbooking任務(wù):超額預(yù)訂136Task:Waiting List & Recommend othe

9、r hotel任務(wù):等候名單和推薦其他酒店138Task:CI & M Inquiry任務(wù):會議及宴會預(yù)訂需要140Task:Restaurant Booking任務(wù):餐廳預(yù)訂142Task:Handling Complaints 任務(wù):處 理 客 人 投 訴144Task:Build Rapport with key booker任務(wù):與訂房人建立良好關(guān)系146Task:Check-In / Check Out Times, Early Arrival and Late Departure.任務(wù):登記和結(jié)帳時間, 提前抵店和推遲離開。147Task:Extra Persons任務(wù):超

10、額人員149Task:Closed out periods任務(wù):預(yù)訂截止日期151Task:Blacklist任務(wù):黑名單153Task:Credit Procedures 任務(wù):信用要求155Task:Product Knowledge任務(wù):酒店設(shè)施157Task:Physically Challenged Facilities任務(wù):殘疾人設(shè)施159Task:Rate Structure 任務(wù):價格構(gòu)成160Task:Upselling任務(wù):促銷162Task:Oprea Knowledge任務(wù):電腦知識164Task:Knowledge of Telephone Contact Numbe

11、r / Local Information任務(wù): 交流知識 / 當?shù)芈糜涡畔?66Task:Toll Free Number & International equerries 任務(wù):免費 和國際長途 168Task:SPG Program 任務(wù):仕達屋優(yōu)先顧客方案會員170Task: Account Files 任務(wù): 客戶檔案Code 序號: OH-SM-CS-A001Objectives: At the end of this session, each trainee will be able to working data and Plans exist for all ke

12、y accounts and key prospects.目的: 課程結(jié)束后每一個學(xué)員能夠獨立完成所有客戶檔案。 Standard: A separate file will be maintained for each key account and key prospect.標準： 每個重要 客戶和有潛在生意的客戶將建立不同的客戶檔案。Resources: LCD / Account file forms from Delphi.培訓(xùn)器材： LCD / Delphi 系統(tǒng)中的客戶檔案表格Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Introduction介紹 Int

13、roduction介紹Lecture 教學(xué)式運用LCDExplanation and demonstration講解與展示 Buzz Group列舉不同的市場配合不同顏色Test andSummary總結(jié)Question to test the trainees level:提問學(xué)員：What are Account Files?什么是客戶檔案？Customer interview / 客戶訪問Customer profile / 客戶描述Action Plan / 活動方案Action and Selection criteria / 方案和選擇標準Running Call Report /

14、 經(jīng)營報告Inquiry & Booking Forms (on group business) / 預(yù)訂單Note: the key account and key prospect files must be updated every three months.提示：重要客戶和有潛在生意的客戶檔案必須每三個月更新一 次。The course should divided in two parts: What is Account Files?What is function of Account Files?課程將分為兩局部: 什么是客戶檔案？ 客戶檔案的作用是什么？我們將從中學(xué)

15、到什么？Notify not doing like this will result in duplicate work and even worse.你將減少重復(fù)的工作。Customer interviews are in-depth reports covering : 同客人的聯(lián)絡(luò)包含在銷售報告中。Information required to complete the Customer Profile完成客戶檔案需要信息Information required to do a selection criteria rating標準價格的選擇也需要信息Information requir

16、ed to determine the customers habits, relationships, expectations, needs, desires and solution of problems客人的喜歡，關(guān)系，期待，需要，要求和要解決的問題The above is obtained through the questioning technique and recorded free form通過問卷和平時的有技巧的詢問獲得信息Customer Profile forms can be developed for manual systems like Opera or t

17、hey can be provided by a computerized system like Delphi. 客人檔案表格來自與不同的電腦處理系統(tǒng)，象Opera或 Delphi 系統(tǒng)。Rate each account using the Action Criteria developed. This will establish future call objectives. 建立將來拜訪目標，每一個客戶價格將使用活動標 準。Rate each account using the Selection Criteria developed for that segment. 每一個客戶的

18、價格標準將依據(jù)它的區(qū)域劃分。Color coding files by Key Accounts, Key Prospects and Other Active Files will prove useful. 將按顏色來鑒別重要客戶，潛在生意客戶和其他行為檔 案Files will be kept alphabetically, within geographic areas if necessary. 如果有必要客戶檔案將按字母或地理區(qū)域劃分。If an organization has more than one defined meeting/program, it is possib

19、le to have a file on each meeting/program, especially if the contact surface is different. 如果一個公司組織兩個或以上的活動，特別是聯(lián)絡(luò)人不同， 一定要分開客戶檔案All other correspondence on/with the account will also be placed in this file. 所有與該客戶有關(guān)的資料都要放置在同一個檔案中。 Divided trainees into several groups to do discussion then critique af

20、ter discussion.將學(xué)員分成組討論然后進行評估。Ask question:提問：What is the good account file?(give a example)好的客戶檔案是什么樣的？(看樣本)(Emphasis the account files must be updated every month)重點強調(diào)客戶檔案必須每月更新一次。Review key points 回憶要點10 minutes10 minutes20 minutes15 minutes10 minutesTotal 65 minutesTask: Account Management任務(wù): 客戶

21、管理Code序號: OH-SM-CS-A002Objectives：At the end of this session, each trainee will be qualify his / her accounts In terms of account base.目的: 課程結(jié)束后每個學(xué)員都將能夠獨立管理自己的客戶。 Standard: Ensure the most account and their importance to the overall profit objectives is identified.標準: 確保明確了解更多數(shù)客戶及其價值目的。Resources: LC

22、D / Account file forms from Delphi White board, Marker.培訓(xùn)器材: LCD / 客戶檔案表格，白板，白板筆。Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Introduction介紹Lecture F / C 1教學(xué)式Exercise練習(xí)Lecture / OHP 1教學(xué)式Test測試Summary總結(jié)Demonstration with LCD 運用LCD展示Exercise 練習(xí)The course should divided in two parts:課程將分為兩局部：Account type 客戶管理？Acc

23、ount manage 怎樣管理客戶W.F.I.M:我們將從中獲得什么？Effective and affective. Easy to work高效快速，便于工作All account type be written in the flipchart (1) and showing to trainees ( refer to S&P)所有的客戶類型事先寫在白板上給學(xué)員展示所有的客戶類型 (參照標準和程序)commercial account / Overseas & demostic商務(wù)客戶境外及本地travel agency 旅行社government 政府SPG mem

24、ber 仕達屋優(yōu)先賓客方案會員PICO / CIM /ICCA專業(yè)會議活動籌劃機構(gòu)GP/SP account 全球及亞洲客戶 Frequent walk in guest散客Question: 提問How can we separate the key account and potential account? 如何區(qū)分重要客戶和有潛在生意的客戶？Divided trainees into several group to do discussion then critique after discussion.分小組進行討論然后進行評估。Answer: ( OHP 1) Key accou

25、nt - the accounts that provide 80% of this figure and / or meet the selection criteria rating .提供占銷售總額80% 的客戶或是以較好價格在酒店消費的客戶稱為重要客戶Prospects - accounts that are currently not buying but meet the selection criteria rating .暫時在飯店沒有消費，但有能力以較好價位在飯店消費的客戶稱為潛在客戶。Review all key points.回憶要點Break 5 minutesExpl

26、ain how do account manage?解釋如何進行客戶管理？showing to trainees and sum up the key point from the S&P展示給學(xué)員所有的標準和程序并總結(jié)要點。Review the main points of Account Management復(fù)習(xí)客戶管理的主要要點。5 minutes20 minutes15 minutes5 minutes10 minutes10 minutes5 minutesTotal 70 minutesTask 任務(wù)：Suppliers File 供給商檔案 Code 序號： OH-SM-

27、CS-A003Objectives目的：At the end of this session, each trainee will be able to know how to set suppliers file and arrange it.在培訓(xùn)結(jié)束之后，每位受訓(xùn)者都應(yīng)能夠建立并管理供給商檔案。Standard標準 : Refer to S&P standard Resources培訓(xùn)器材: Clip Chart, Overhead Projector, Hand Out. 白板，投影儀，培訓(xùn)資料 Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Introdu

28、ction介紹Discuss 討論Prepare on the Clip Chart, show the topic of this session準備白板，寫出本節(jié)內(nèi)容Contents內(nèi)容Lecture 講解Group Discuss 分組討論Lecture講解Example舉例Lecture講解Overhead projector投影儀Lecture講解5. Summary 總結(jié)Show “W.I.F.M.(objective)說明從此課所能學(xué)到的內(nèi)容(目標)Q1: Can the hotel offer all the request of catering client about t

29、he facilities? 飯店是否能為客人提供他們所需要的所有設(shè)備設(shè)施？Q2: Is anyone have the experience that hotel cant offer the facility for the guest because hotel without哪位曾經(jīng)有過飯店不能提供某項效勞只因為飯店沒有此樣設(shè)備或設(shè)施？Q3: Normally what can you do when at this situation.通常情況下您是如何來解決這樣的問題的。Q4: You find what is the problem?您發(fā)現(xiàn)這樣解決的問題在哪里？Q5: How c

30、an we do better?您是否曾經(jīng)想過如何會做的更好？The course should be divided into four parts: 課程可分為四部份：1. The objection of making supplier file. 建立供給商檔案的目的2. How to select the suppliers. 如何選擇供給商。3. How to set up supplier file. 如何建立供給商檔案4. How to arrange the supplier file. 如何整理供給商檔案1. The objection of making supplier

31、 file. 建立供給商檔案的目的Perfect the sort of facility of hotel.完善飯店效勞設(shè)備、設(shè)施。Effective suggestion for the client.有效的為客人提供信息。Content client the additional request.滿足客人的額外要求。1: What is the problem when we use the supplier?當使用供給商時通常情況下會有 什么樣問題？2: How will the client tread the supplier as when we suggest a suppli

32、er to them.客人將如何看待我們?yōu)槠湔业降墓┙o商？3: What kind of situation need us to use supplier?什么樣情況下需要我們使用供給商？2. How to select the suppliers. 如何選擇供給商。The facility what we have not or only have a little.飯店不具備或數(shù)量少的效勞設(shè)施。The facility what guest usually used.客人經(jīng)常使用的的設(shè)施。The service that can keep respondence of hotel. 能與

33、飯店效勞標準保持一致的。1. Give a list of what we have not or only a little facility. (Projector, Stage, etc.)例出飯店沒有或數(shù)量較少的設(shè)備、設(shè)施。(如：投影、活動舞臺等設(shè)備)2. Give a list of what kind of facility is the guest used usually?(Flip Chart, White Board, Microphone, etc.)例出客人經(jīng)常使用設(shè)備、設(shè)施名單。(如：活頁夾、白板、麥克風(fēng)等) 3. How to set up supplier fil

34、e. 如何建立供給商檔案Determine the quality suppliers.確認合格供給商。Valid contact with each suppliers, and collect the information.有效的與所選定的供給商進行聯(lián)絡(luò)，并為供給商案收集相關(guān)信息。Each suppliers file will contain the following:Business filed / Numbers of each objections / Quotation and negotiate / Employment record每個供給商案應(yīng)包含以下內(nèi)容經(jīng)營范圍/ 可

35、提供產(chǎn)品數(shù)量/ 報價及合作價 聯(lián)絡(luò)人Show the example form for supplier file.展示供給商檔案表格。4. How to arrange the supplier file. 如何整理供給商檔案Make supplier record after each event, it will obtain the followingName of use company / The nature of the eventContact person / price and number / Client feedback應(yīng)在每次使用供給商后進行記錄，記錄內(nèi)容如下：使

36、用公司 / 活動類別 / 公司聯(lián)絡(luò)人費及及使用數(shù)量 / 客人使用反響According to the suppliers that can not use usually, make contact whiling arrange the supplier files.不經(jīng)常使用的供給商應(yīng)在整理檔案時進行聯(lián)絡(luò)溝通。If the client can not keep the respondence of hotel or get complain form the client, will cancel it from the suppliers file.不符合飯店標準，或客人使用后不滿意的

37、供給商，應(yīng)取消其檔案。Take supplier used record, arrange supplier file once half a year, and report it to the DOSM.有關(guān)供給商使用情況，應(yīng)在每半年整理檔案時，向市場銷售總監(jiān)匯報。Review todays content.復(fù)習(xí)今日內(nèi)容。Emphasis the key points.強調(diào)今日重點。Ask some question about each point. 應(yīng)重點問題提問。15min 10min5min30min5min5min5min5min5min5min15minTotal: 60min

38、Task: Brand Identity任務(wù)： 品牌一致Code序號: OH-SM-CS-S003Objectives：At the end of this session, each trainee will be able to ensure the protection and correct use of brand identity by sales associates. 目的： 課程結(jié)束后，每一個學(xué)員將能夠確保保護和正確使用品牌。Standard：This policy will maintain the consistency and clarify of the St.Reg

39、is brand. It is the responsibility of the Director of Sales & Marketing to guard the correct use of brand identity that is a key component to the continued momentum of the brands success. The brand identity graphics standard is to be applied and used to ensure consistent application without comp

40、romise.標準： 這個政策將保持持續(xù)及使瑞吉品牌更清楚。 正確使用品牌是確保品牌成功的重要元素之一。 品牌鑒別標準是要保持品牌使用要前后一致。 Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG, SPP or Star Choice Form培訓(xùn)器材： 白板， 翻轉(zhuǎn)展示板，銷售資料夾，禮品，SPG 表格Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間IntroductionIce break介紹打破僵局 Raise interests提快樂趣Lecture F/CAnd Buzz group講解和集體

41、討論提問Summary總結(jié)Classic music and the trainer is in uniform of sales manager standing straightly and smile.高雅經(jīng)典的音樂，訓(xùn)導(dǎo)師著銷售經(jīng)理制服站直，微笑。Self-introduction and give a warm welcome.自我介紹向?qū)W員表示歡送。Question to test the trainees level:Does anyone know what kind of brand in Starwood Hotels and Resortse ?提問學(xué)員：誰知道在仕達屋集

42、團有多少給酒店品牌？Answer:gis / Westin / Sheraton / Four Points / W hotel / Luxury collection Every associate must be know all the brand under Starwood Hotels and Resorts強調(diào)：酒店內(nèi)任何一名員工都必須知道仕達屋酒店集團的所有品牌酒店。W.I.F.M: 我們從中能獲得什么？We will know all brand under the Starwood Hotels and Resorts and can get more confidence

43、 when we do sales calls or interview clients. Because all the brand must be market leader in hotel industry.我們將了解所有仕達屋旗下的所有品牌，當我們同客戶見面時獲得更多的信心，因為每個品牌都是酒店行業(yè)的佼佼者。Divided trainees into several groups to discuss then critique after discussion. (How can we present our brand in our service?) all examples

44、will show to trainees.( SPG, Giveaway, Star choice sales kits etc.) (F/C 1)將學(xué)員分為幾組討論然后評估 ,展示樣品。(我們?nèi)绾卧谛谥邢蚩腿苏故疚覀兊钠放疲?Question:Expect hotel brand identity, what other need we know as a sales person?除了品牌一致，作為銷售人員我們還需要了解什么？all answers will be prepared before this session, through LCD demonstration .所有的答

45、案將事先準備好，運用LCD 展示。Review all key points which are listed on flip chart .回憶翻轉(zhuǎn)展示板上的要點。(F/C 2 )Remarks: Every associates must be take responsibility to develop our hotel brand in any time.提示： 每個員工任何時候都將有責(zé)任推廣酒店品牌。10 minutes10 minutes20 minutes10 minutes10 minutesTotal 60 minutesTask 任務(wù)：COMPETITORS SURVEY

46、 競爭對手調(diào)查 Code 序號： OH-SM-CS-A004Objectives目的：At the end of this session, each trainee will be able to: 培訓(xùn)結(jié)束后，每位受訓(xùn)者應(yīng)能做到：Know the main part of competitors survey.了解競爭對手調(diào)查的主要內(nèi)容。Record the competitors information.記錄競爭對手調(diào)查信息。 Standard標準：Refer to S&P Resources培訓(xùn)器材：Handout培訓(xùn)資料, Flipchart白板, Example Form例

47、表.Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Introduction介紹Lecture 講解Prepare on Flip Chart準備白板Contents課程Prepare Flip Chart準備白板Lecture講解Discussion & Compare討論及比照Summary總結(jié)Show “W.I.F.M.(objective)說明從此課所能學(xué)到的內(nèi)容(目標)Prologue: As a Catering Sales associate, we are not only Need to know our product, but also nee

48、d aware the product of competitors. So the objective of this session is: 開場白：作為宴會銷售人員，我們不僅需要了解本本飯店的產(chǎn)品知識，同時也需要了解競爭對手的產(chǎn)品知識。所以今天我們來學(xué)習(xí)：The course should be divided into three parts: 課程可分為三部份：How to determine the competitor如何確認競爭對手Select information信息收集record the information 信息記錄Divided trainees into groups to discuss which one is our competitor and what kind of information that we need, 0also the way we used to record.分組討論關(guān)于哪家酒店是我們的競爭對手以及什么樣的信息是我們需要了解的。同時討論以前所應(yīng)用的記錄方式。Record th