某酒店前臺(tái)營(yíng)銷培訓(xùn)深深一吻

FrontDeskSales

前臺(tái)營(yíng)銷

CheckIntoYourSecretSalesForce發(fā)掘你潛在的營(yíng)銷力WorkshopTopics

課程主題DiscoveringYourSecretSalesForce發(fā)現(xiàn)你潛在的營(yíng)銷力SixStepstoSuccessfulSelling成功營(yíng)銷的六個(gè)步驟SellingStrategies營(yíng)銷策略TrainingYourStafftoSell員工銷售培訓(xùn)HousekeepingDetails

課程細(xì)節(jié)Pleasesilentyour

cellphones請(qǐng)將手機(jī)設(shè)置成靜音模式Pleaserefrainfromusingpersonallaptopcomputersduringclass請(qǐng)不要在課上使用電腦Takerestroombreakswhenneeded需要時(shí)可進(jìn)行洗手間休息Askquestions&seekclarification提出問(wèn)題并努力解決Contributetoclassdiscussion&participateinactivities.積極參與課堂討論和活動(dòng)Lunch午餐時(shí)間SmokingArea吸煙區(qū)EmergencyExits緊急出口WindowofOpportunity打開(kāi)心扉，把握機(jī)會(huì)HousekeepingDetails

課程細(xì)節(jié)WhoistheSecretAgent?

誰(shuí)是“秘密特工”？Goal:Shakehandsandintroduceyourselvestoasmanypeopleaspossible.目標(biāo)：和盡可能多的學(xué)員握手并介紹你自己Eachpersonyoumeet,tellthemthefollowingaboutyourself:從以下方面向別人介紹你自己： Name

姓名 Position

職位 Yearsinthehospitalityindustry

在酒店業(yè)工作的時(shí)間 Whatmotivatedyoutobeheretoday?

什么促使你今天來(lái)參加這個(gè)課程DiscoveringYourSecretSalesForce

發(fā)掘你潛在的營(yíng)銷力YourSecretSalesForce-increasesalesthrough:

你潛在的營(yíng)銷力－通過(guò)以下方面增強(qiáng)銷售Reservations預(yù)訂-Phoneinquiries-電話咨詢的顧客-Walk-ins-即興登門(mén)的顧客HandleObjections應(yīng)對(duì)回絕UpsellatRegistration入住登記時(shí)的“引導(dǎo)式銷售”InternetBookings網(wǎng)上預(yù)訂SixStepstoSuccessfulSelling

成功營(yíng)銷的六個(gè)步驟6FrontDeskSalesSteps

前臺(tái)營(yíng)銷的六個(gè)步驟1.Usea

Planned

SalesApproach應(yīng)用計(jì)劃好的營(yíng)銷方法

2.EffectiveCommunicationIncreasesSales有效的溝通能夠增強(qiáng)銷售3.HotelKnowledgeisPower

理解你的酒店具有強(qiáng)大的力量4.DetermineGuestNeedsandWants--SellFeaturesandBenefits

明確顧客的要求和需求－銷售特色和實(shí)惠5.OvercomeObjections&ClosetheSale

克服銷售異議并達(dá)成交易6.CreateaGreatLastingImpression樹(shù)立一個(gè)良好持久的印象1. UseaPlannedSalesApproach應(yīng)用計(jì)劃好的營(yíng)銷方法KnowyourCustomer了解解你你的的顧顧客客Customertypes顧客客的的類類型型Customerneedsandwants顧客客的的要要求求和和需需求求Anticipatingcustomerneedswhencommunicatingwiththem在和和顧顧客客交交流流時(shí)時(shí)預(yù)預(yù)知知他他們們的的要要求求Beabletodescribethevalueofyourproduct能夠夠描描述述出出你你的的產(chǎn)產(chǎn)品品價(jià)價(jià)值值Whattypeofgueststaysatyourhotel?哪種種類類型型的的顧顧客客在在你你的的酒酒店店入入住?。?？Canyounamethemall?你能能叫叫出出他他們們的的名名字字嗎嗎？？Whataretheirneeds?他們們的的需需求求是是什什么么2.EffectiveCommunicationIncreasesSales有效效的的溝溝通通能能夠夠增增強(qiáng)強(qiáng)銷銷售售Communication溝通通Consistsofthreeparts由三三部部分分組組成成Bodylanguage肢體體語(yǔ)語(yǔ)言言Tone/inflection語(yǔ)音音語(yǔ)語(yǔ)調(diào)調(diào)Words措詞詞我如如何何幫幫您您？？55%35%10%ThePowerofCommunication溝通通的的力力量量Tappingfingers手指指敲敲桌桌子子Yawning打哈哈嘁嘁Smiling微笑笑Angry怒氣氣DistractedbytheirKids/family被孩孩子子和和家家庭庭分分心心GoodCommunicationSkills有效效溝溝通通的的技技巧巧Usepositivewordssuchas-““Can,””““Will.””使用用積積極極的的言言辭辭，，例例如如““可可以以””，，““會(huì)會(huì)””NeversayNever!絕對(duì)對(duì)不不能能說(shuō)說(shuō)““決決不不””?。seProfessionalLanguage使用用專專業(yè)業(yè)的的語(yǔ)語(yǔ)言言Thinkbeforeyouspeak.Avoidjumpingtoconclusions思而而后后言言，，避避免免匆匆忙忙作作結(jié)結(jié)論論。。Communication––ThingsToAvoid交流流———應(yīng)該該注注意意避避免免的的事事項(xiàng)項(xiàng)Interruptingaguest打擾擾顧顧客客Hanginguponaguest把顧顧客客晾晾在在一一旁旁Expressingangertowardstheguest向顧客客傾吐吐怨氣氣Raisingyourtonetowardtheguest跟顧客客說(shuō)話話時(shí)音音調(diào)過(guò)過(guò)高Usingprofanitytowardaguestorwithinhearingdistanceofaguest直接或或者在在顧客客能聽(tīng)聽(tīng)見(jiàn)的的距離離范圍圍內(nèi)對(duì)對(duì)顧客客使用用不敬敬言辭辭Teatime!TelephoneSkills打電話話的技技巧ReasonsPeopleCall打電話話的原原因Makeareservation預(yù)訂Speaktoaguest與顧客客交流流Obtaininformationaboutyourhotel獲取酒酒店的的相關(guān)關(guān)信息息Speaktoarepresentativeofyourhotel與酒店店代表表進(jìn)行行交流流PhoneEtiquette打電話話中的的禮節(jié)節(jié)Answerthephoneprofessionally接聽(tīng)電電話專專業(yè)化化Answerinatimelyfashion按照慣慣例及及時(shí)接接聽(tīng)Giveindividualattention個(gè)性化化處理理每一一個(gè)電電話Avoidinterruptingthecaller避免打打斷來(lái)來(lái)電者者的話話Useprofessionallanguageandtone使用專專業(yè)語(yǔ)語(yǔ)言和和語(yǔ)調(diào)調(diào)-Avoidhotel/industryterms避免使使用酒酒店特特殊用用語(yǔ)-Avoidbadlanguage,slang,orjargon避免使使用不不禮貌貌的話話語(yǔ)、、行話話或黑黑話Avoidplacingthecalleronholduntilhe/sherepliestothatrequest.回復(fù)顧顧客的的請(qǐng)求求前不不要讓讓顧客客一直直拿著著電話話干等等Avoideatingordrinking避免在在接聽(tīng)聽(tīng)電話話時(shí)吃吃東西西或者者喝東東西ToneofVoiceMakesanImpact語(yǔ)音語(yǔ)語(yǔ)調(diào)留留下映映象Beupbeat要樂(lè)觀觀Rememberthepersoncallingcantellyourmoodbythetoneofyourvoice請(qǐng)記住住打電電話的的人能能夠通通過(guò)你你的語(yǔ)語(yǔ)音語(yǔ)語(yǔ)調(diào)感感覺(jué)出出你的的情緒緒Answereachcallasifit’sthefirstoneoftheday把每一一個(gè)電電話都都當(dāng)作作是一一天中中的第第一個(gè)個(gè)電話話來(lái)對(duì)對(duì)待TipsforEffectiveTelephoneReservations有效電電話預(yù)預(yù)定的的小技技巧Offeryournameattheinitialgreeting在第一一問(wèn)候候的同同時(shí)告告訴對(duì)對(duì)方你你的名名字Befriendlyandprofessional態(tài)度友友好而而專業(yè)業(yè)Buildrapport建立共共識(shí)Peopledonotcarehowmuchyouknowuntiltheyknowhowmuchyoucare……只有顧顧客感感受到到你的的真誠(chéng)誠(chéng)，他他才會(huì)會(huì)樂(lè)于于傾聽(tīng)聽(tīng)HotelKnowledgeisPower酒店知知識(shí)就就是力力量ThingsEveryFrontDeskAgentShouldKnow件每一一個(gè)前前臺(tái)工工作人人員應(yīng)應(yīng)該知知道的的事情情Featuresofthehotel該酒店店的特特點(diǎn)Directionstoareaattractions當(dāng)?shù)芈寐糜尉熬包c(diǎn)的的大致致方向向或位位置Roomtypesandlocations房間類類型以以及分分布Hotelratestructure酒店價(jià)價(jià)格構(gòu)構(gòu)成Whattheycan/can’tdototakecareofaguest酒店在在照顧顧顧客客上能能夠做做什么么，有有什么么是做做不到到的5KnowledgeisPower知識(shí)就就是力力量TeachingYourStaffEffectively實(shí)際有有效地地教會(huì)會(huì)你的的員工工Orientation情況介介紹Jobaids工作中中的協(xié)協(xié)助Onthejobtraining工作培培訓(xùn)Pre-shifttraining換崗培培訓(xùn)Periodictesting周期性性測(cè)驗(yàn)驗(yàn)考察察DetermineGuestNeeds&Wants明確顧顧客的的需求求SellFeatures&Benefits營(yíng)銷特特色&實(shí)惠DelivertheBenefits傳遞實(shí)實(shí)惠Needs需求Whatyourclientrequiresordesires你的顧顧客需需要什什么，，想要要什么么Features特色The““things”andservicesyouoffer你所提提供的的服務(wù)務(wù)Benefits實(shí)惠What’’sinitfortheclient,hiscompany,and/ortheirattendees?顧客及及其所所在公公司或或者是是活動(dòng)動(dòng)參與與者能能夠從從你的的服務(wù)務(wù)中得得到什什么？？PeopleBUYbenefits,notfeatures!人們花花錢(qián)是是買實(shí)實(shí)惠，，不是是酒店店的特特色！！TheBenefitBall實(shí)惠之之球Corporate法人Seniors老年人人Family家庭Government政府Group團(tuán)體FeaturesandBenefits特色和和實(shí)惠惠Listthefeaturesofyourproperty列出本本酒店店的特特色I(xiàn)dentifyhowthatwillbenefittheguest明確這這些特特色將將如何何給顧顧客帶帶來(lái)實(shí)實(shí)惠Decidewhatmarketsegmentsthatwouldbenefit明確市市場(chǎng)哪哪些部部分能能夠從從中受受惠Youmaytry你可以以試試試Mr.Lee,beforeIanswerthat,Ineedtoaskyouafewquestions.李先生生，在在我回回答之之前，，我能能問(wèn)你你幾個(gè)個(gè)問(wèn)題題嗎？？Whatisbringtoyoutothearea,Ms.Chang?張女士士，是是什么么把你你帶到到這個(gè)個(gè)城市市的？？Tounderstandyourneedbetter,Mr.Liu,letmegetsomeinformationfromyou.為了更更好的的理解解您的的需求求，李李先生生，請(qǐng)請(qǐng)讓我我從您您那獲獲取更更多的的信息息。Haveyoustaywithusbefore,Mr.Han.韓先生生，您您住過(guò)過(guò)我們們的酒酒店嗎嗎？Howdidyouhearaboutourhotel,Mr.Yue?樂(lè)先生生，您您是如如何知知道我我們酒酒店的的？Willyoutravelingalone,orbringingyourfamily?您是一一個(gè)人人，還還是帶帶著您您的家家庭？？Isthisthefirsttimetomeizhou?您是第一次次來(lái)梅州嗎嗎？OvercomeObjections克服異議Game小游戲Participants:3volunteerstoactasfrontofficestaff,theothersarecustomers參與者：：3名志愿者扮扮演前臺(tái)人人員，其其余扮演顧顧客Time:5minuteseach,totally15minutes時(shí)間：每每人5分鐘，共共15分鐘Rules:規(guī)則：1.Thefrontofficestaffissellingaservicetothecustomers,andcustomersaretryinghardtosingleoutthevariousfaultsoftheservice,thetaskistoanswereachquestioninaproperway,evensomecustomersarefuzzyandpicky.前臺(tái)人員現(xiàn)現(xiàn)在要將酒酒店某項(xiàng)服服務(wù)推銷給給顧客，而而顧客則則要想方設(shè)設(shè)法地挑出出該服務(wù)的的毛病，服服務(wù)人員要要用合適的的方法回應(yīng)應(yīng)顧客，即即使顧客是是在雞蛋里里挑骨頭。。2.YoucanselecttosellWyndhamAwards,HarborViewRoom,Self-serviceBreakfast……你可以選擇擇推銷溫德德姆獎(jiǎng)勵(lì)計(jì)計(jì)劃，海海港景觀套套房，自自助早餐…3.Thebestonewillgetrewarding表現(xiàn)最好的的一名參與與者將獲得得獎(jiǎng)勵(lì)HandlingObjections處理異議Listencarefullyandconfirmyourunderstandingoftheobjection認(rèn)真聽(tīng)清楚楚并且正確確理解異議議Clarify/restatethecustomer’sobjection明確/重復(fù)顧客的的異議Preparethecustomerforyourresponse準(zhǔn)備答復(fù)你你的顧客Acknowledgewhatthecustomerhassaid確認(rèn)顧客所所表達(dá)的意意思Respondtotheobjection答復(fù)顧客的的異議OBJECTION異議RESPONSE答復(fù)PRICE價(jià)格“Wealsohaveaspecialpackageavailable.Foronly<amount>more,wecanupgradeyoutooneofoursuitesandincludeacomplimentaryfullbreakfast.”“我們還提供一個(gè)特別套餐。只要再多付<數(shù)量>錢(qián)，你就可以升級(jí)享受套房待遇，并包含早餐?！盤(pán)OSTPONEMENT推遲“That’saparticularlybusyweekendforusandwewillmostlikelysellout.Canweholdthatreservationforyoutoguaranteeyouaroom?”“現(xiàn)在剛好是我們酒店非常忙的一周，我們快要客滿了。我們是否需要為您保留預(yù)訂，來(lái)保證您的入??？”ManagingObjections處理異議ToMaketheSale:為了營(yíng)銷：：Planyourratequotingstrategies(RateoftheDay)戰(zhàn)略性計(jì)劃劃定價(jià)（當(dāng)當(dāng)日房?jī)r(jià)））Quotevalue介紹展示價(jià)價(jià)值Listenforacceptanceorresistance贊同和反對(duì)對(duì)意見(jiàn)都要要聽(tīng)Usetransitionstounderstandandrespondtoacustomer’sobjections換位理解并并答復(fù)顧客客的反對(duì)意意見(jiàn)Offertoclosethesale主動(dòng)達(dá)成銷銷售LetushaveLunch!6.CreateaGreatLastingImpression創(chuàng)造良好而而持久的印印象YouNeverGetaSecondChancetoMakeaGreatFirstImpression.你永遠(yuǎn)沒(méi)有有第二次機(jī)機(jī)會(huì)去創(chuàng)造造一個(gè)美好好的第一印印象CapturingPhoneInquiries抓住電話垂垂詢Availability房間可用性性Amenities房間設(shè)施RateoftheDay當(dāng)天價(jià)格ClosetheSale關(guān)閉出售Walk-Ins步行程式Greetthemwithasmile微笑著打招招呼Befriendlyandprofessional友好并且專專業(yè)Buildrapport建立融洽關(guān)關(guān)系Walk-Ins步行程式Knowyourhotel了解你的酒酒店Strengths策略SellingSkills銷售技巧PositiveAttitude積極的態(tài)度度KnowledgeofCompetition了解競(jìng)爭(zhēng)者者KnowledgeofDemand了解需求SellingStrategies銷售策略Areyoumaximizingthebenefitsofthisvaluableprogram?你是否將這這個(gè)富有價(jià)價(jià)值的項(xiàng)目目的收益最最大化了？？WyndhamRewards…TwoWaystoEarn溫德姆獎(jiǎng)賞賞計(jì)劃…獲得的兩個(gè)個(gè)途徑Qualifiedstaysatparticipatinghotels在參與的酒酒店中符合合積分標(biāo)準(zhǔn)準(zhǔn)的住宿CarRentalpartners租車合作伙伙伴WyndhamRewards…Administration溫德姆獎(jiǎng)賞賞計(jì)劃…監(jiān)管FrontDeskstaffmustknowhowto:前臺(tái)的員工工必須知道道如何：Enrollnewmembers招收新成員員Ensuremembersgettheirpointsfortheirstays確保會(huì)員得得到與入住住天數(shù)相應(yīng)應(yīng)的積分Processfreenightstays辦理免費(fèi)過(guò)過(guò)夜AdvantagesofJoiningWyndhamRewards加入溫德姆姆獎(jiǎng)賞計(jì)劃劃的好處It’stojoin.Earntowardfreenightstaysatoverhotels,andbrands,oryoucanchoosetoearnthemfromeverydaypurchasesandtransactions.It’seasytopointsforfreenightstays,airlinetickets,carrentalandmuchmore.Ifyoudon’tenrollnow,youcanorgotoortoenrollandchoosewhereyouwantyourpointstogo.Youhaveaccesstocheckpoints,redeemrewardsormakereservationsusing.freepoints6,3009redeemcall00(800)367-87477BWyndhamR24hourWyndhamRAdvantagesofJoiningWyndhamRewards加入溫德姆獎(jiǎng)獎(jiǎng)賞計(jì)劃的好好處____________加入在超過(guò)_______家的酒店和______個(gè)酒店品牌獲獲取免費(fèi)過(guò)夜夜的_________，或者你可以以選擇從每日日的購(gòu)買和交交易中獲取很容易將積分分__________為免費(fèi)過(guò)夜，，飛機(jī)票，汽汽車租用和其其他更多項(xiàng)目目如果你現(xiàn)在沒(méi)沒(méi)有加入，你你可以__________________________________,或者進(jìn)入_____________________或__________________________加入該計(jì)劃并并選擇你想要要的積分兌換換項(xiàng)目你有___________的權(quán)限通過(guò)__________________________查詢積分，兌兌換獎(jiǎng)勵(lì)或預(yù)預(yù)定免費(fèi)積分6,3009兌換撥打00(800)367-87477B24小時(shí)WyndhamRWyndhamRWyndhamRewards……Scripts溫德姆獎(jiǎng)賞計(jì)計(jì)劃…規(guī)范用語(yǔ)UsescriptsthatincludequestionsaboutWyndhamRewards!使用規(guī)范用語(yǔ)語(yǔ)來(lái)回答所有有關(guān)于溫德姆姆獎(jiǎng)賞計(jì)劃的的疑問(wèn)！Enforcethem!Checkregularlytoensurescriptsarebeingused!推廣它們！經(jīng)經(jīng)常檢查以確確保規(guī)范用語(yǔ)語(yǔ)正在被使用用！MentionWyndhamRewardsatleast4timestoeachguest:向每個(gè)顧客至至少4次提到溫德姆姆獎(jiǎng)賞計(jì)劃Reservation預(yù)定Check-in入住Welcomecall歡迎電話Check-out退房WyndhamRewards……Scripts溫德姆獎(jiǎng)賞計(jì)計(jì)劃…規(guī)范用語(yǔ)ConsiderthesePossibleSellingScenarios考慮一下這些些可能實(shí)行的的銷售方案Openingdialogue:開(kāi)場(chǎng)白“Mr.Smith,areyouaWyndhamRewardsmember?””“Smith先生，您是是溫德姆獎(jiǎng)賞賞計(jì)劃的會(huì)員員嗎？”Iftheguestdoesnotwishtoenrollatthattime:如果此時(shí)顧客客不想加入該該計(jì)劃“Ifyoudonotwishtoenrollnow,Icanenrollyouatanothertimeduringyourstayoruponyourcheckout.”“如果您現(xiàn)在不不想加入，我我可以在您您在酒店的其其他時(shí)間或您您退房時(shí)幫您您加入?！盋onsiderthesePossibleSellingScenarios考慮一下這些些可能實(shí)行的的銷售方案Discussingfeatures&benefits:說(shuō)明特色和好好處“TherearemanyvaluableofferstothisprogramthatIwillbegladtotellyouabout.””這個(gè)計(jì)劃提供供了很多有價(jià)價(jià)值的服務(wù)，，我很高興興能給您介紹紹一下?！癛ateoftheDay當(dāng)日房?jī)r(jià)Isthemosteffectivepricepointbasedondemandandcapacityconditions.根據(jù)需求和供供給情況而確確定的最有效效的價(jià)格Theonlynon-qualifiedrateavailable.唯一的通用價(jià)價(jià)格Canbereviewedonadailybasisandadjustedasmarketanddemandconditionswarrant.根據(jù)每日的情情況確定并根根據(jù)市場(chǎng)和需需求情況調(diào)整整SellingRateoftheDay銷售當(dāng)日價(jià)格格MayIaskwhatbringsyoutothearea?Doyouhaveanyroomsavailabletonight?Hello!Welcometoourhotel!MynameisMary.HowmayIhelpyoutoday?Wehaveabeautifulpoolsidenon-smokingKingDeluxeroomavailablefeaturingalargedeskandfreeHighSpeedInternetsothatyoucanworkonyourpresentation.I’mheremakingapresentationtoalocalbusiness.我能問(wèn)問(wèn)您來(lái)來(lái)這里有何貴貴干嗎?今晚還有空房房嗎?您好！歡歡迎來(lái)到我們們的酒店！我是Mary.今天我能為您您做點(diǎn)什么呢呢？我們有一間很很漂亮的在游游泳池邊的無(wú)無(wú)煙國(guó)王豪華華房，配有有大字臺(tái)和免免費(fèi)的高速寬寬帶，方便便您的工作我在這里為本本地的一個(gè)公公司做演講Noproblem.Wealsohaveasuiteavailablewithasmallconferencetablethat’sjustrightforyourneeds.Itwillbeagreatlocationforyourmeeting.Great,butIalsoneedspacetoholdabriefmeetingwithaclient.沒(méi)問(wèn)題。我我們還有一一個(gè)帶小會(huì)議議桌的套間，，正合你意意。正是您開(kāi)會(huì)的的好地方很好，但是是我還需要足足夠空間同一一個(gè)客人開(kāi)個(gè)個(gè)小會(huì)IcanofferyouourspecialRateoftheDayforoursuitesofonly<amount>.CanIgoaheadandbookthatsuiteforyou?Great,I’lltakeit!Verygood.AreyouaWyndhamRewardsmember?我們可以按今今日特價(jià)提供供給您套房，，僅<價(jià)錢(qián)>。我現(xiàn)在能給給登記這個(gè)房房間了嗎？太好了，那那就訂這間吧吧非常好。您您是旅行獎(jiǎng)獎(jiǎng)勵(lì)計(jì)劃的會(huì)會(huì)員嗎？PrincipalGuidelines:RateoftheDay…方針指導(dǎo)：當(dāng)當(dāng)日價(jià)格…RateParity…價(jià)格透明Quotethesamerateacrossallchannels(voice,,thirdpartywebsites,GDS&propertydirect)所有的渠道都都引入統(tǒng)一的的價(jià)格（語(yǔ)音音服務(wù),，第三方網(wǎng)網(wǎng)站，GDS&酒店直接預(yù)訂訂）Supportedwith““BestAvailableRate””guarantee.以”當(dāng)日最佳佳價(jià)格“項(xiàng)目目加以保障RateIntegrity…價(jià)格體系的規(guī)規(guī)范…Onlyofferdiscountstoqualifiedcustomersvs.everyone.僅向符合條件件的顧客而不不是所有人提提供折扣Supportsandlendscredibilitytonegotiatedrates.為商定費(fèi)率提提供支持并出出借信譽(yù)PrincipalGuidelines:RateoftheDay…方針指導(dǎo)：當(dāng)當(dāng)日價(jià)格…CoffeeBreak!Upselling引導(dǎo)式銷售Upselling…GuidingtheGuest引導(dǎo)式銷售…引導(dǎo)顧客TwoMethodsforTakingAReservation進(jìn)行預(yù)定的兩兩種方式Add-Up補(bǔ)充式Top-Down引導(dǎo)式Upselling…Let’sGiveitaShot引導(dǎo)式銷售…引導(dǎo)顧客Workinginteams,developanupsellingscriptforeachofthescenariosonpage23幾人一組，共共同完成23頁(yè)幾個(gè)引導(dǎo)式式銷售的情節(jié)節(jié)設(shè)定InternetReservations網(wǎng)上預(yù)訂InternetReservationStrategies網(wǎng)上預(yù)訂策略略IdentifyOnlineReservations識(shí)別網(wǎng)上預(yù)訂訂信息SOR,SOE,SOT,SOOSOR，SOE，SOT，SOOEnsurenoratedisclosure前臺(tái)工作人員員不應(yīng)泄漏實(shí)實(shí)際價(jià)格Educateguestonbookingdirect指引顧客進(jìn)行行直接預(yù)定GroupActivity!小組活動(dòng)！Whatarebenefitstotheguestforbookingdirectlywiththehotel?顧客直接向酒酒店預(yù)定會(huì)獲獲得哪些益處處？Howwouldyoueducatetheguestonwhyitwouldbebeneficialtobookdirect?怎樣讓顧客明明白直接預(yù)定定對(duì)他們是有有益的？CapturingWalk-inReservations把握即興登門(mén)門(mén)的顧客5WaystoMaximizeAppeal使吸引力最大大化的5個(gè)方法Landscaping景觀美化Lighting燈光Safety安全性Signage指示牌Appearance酒店外觀CapturingWalk-inGuests留住臨時(shí)顧客客Connectwiththecustomer與顧客主動(dòng)接接觸Answeraquestionwithaquestion用問(wèn)題回答問(wèn)問(wèn)題Createadesiretobuy創(chuàng)造入住期望望Askforthesale向顧客實(shí)施銷銷售PuttingitallTogether綜合Onpage25intheparticipantmanual,readthesamplewalk-inscriptandthencreateyourownversiontoaskforthesale.請(qǐng)翻到學(xué)生手手冊(cè)第25頁(yè)，讀walk-in實(shí)例演示，然然后自己寫(xiě)一一個(gè)進(jìn)行銷售售的例子。Game：CapturingWalk-inGuests小游戲：留住住臨時(shí)顧客Participants:8volunteerstoactascustomers,theothersarefrontofficestaff—4peopleagroup參與者：8名志愿者扮演演顧客，其其余扮演酒店店前臺(tái)工作人人員—每4人一組Rules:規(guī)則：1.Assumingthatyouworkedasfrontofficestaffinthreedifferenthotels.Thehardwarefacilitiesofeachhotelaresimilar,forexample,thesameprice,discounts,dinning,quantityandqualityofrooms,fitnesscenter,satelliteTV,Internetservices……假設(shè)你們?cè)?家不同的酒店店做前臺(tái)服務(wù)務(wù)。酒店店的硬件設(shè)施施相同，比比如，相同同的價(jià)格，折折扣，食食物，客房房數(shù)量和質(zhì)量量，健身中中心，衛(wèi)星星電視，網(wǎng)網(wǎng)絡(luò)服務(wù)…2.TheWalk-inguestsshouldinqyireabouteachhotel,finallyselectone8位臨時(shí)顧客要要到每家酒店店進(jìn)行詢問(wèn)，，最后挑選選一家入住3.Tryyouhardtocapturetheguests.Theonewhogetmostguestswillbethewinner盡你所能留住住顧客，留留住顧客最多多的酒店獲勝勝Training培訓(xùn)Whenyouteach,youlearn教學(xué)相長(zhǎng)Who…What…When對(duì)象…內(nèi)容…時(shí)間Whoshouldbetrained?哪些人應(yīng)當(dāng)參參加培訓(xùn)？Whatdotheyneedtoknow?他們應(yīng)當(dāng)學(xué)到到什么？Whenshouldtheybetrained?什么時(shí)候該進(jìn)進(jìn)行培訓(xùn)？KeystoaSuccessfulTrainingSession成功的培訓(xùn)關(guān)關(guān)鍵所在KeyOne–Beknowledgeable要點(diǎn)一—知識(shí)淵博KeyTwo–Knowyouraudience要點(diǎn)二—了解你的聽(tīng)眾眾KeyThree––Prepareexercisesinadvance要點(diǎn)三—提前準(zhǔn)備練習(xí)習(xí)KeyFour–Layoutallneededtrainingmaterials要點(diǎn)四—列出培訓(xùn)當(dāng)中中要用到的所所有材料4StepTrainingMethod培訓(xùn)方法四步步驟Explain解釋2.Demonstrate演示3.Practice練習(xí)4.Feedback反饋TakingitBacktotheProperty將下面的話題題帶回酒店討討論EffectiveCommunicationIncreasesSales(bodylanguage,tone,words)FivethingseveryfrontdeskagentshouldknowDeterminingGuestNeedsandWants--SellFeaturesandBenefitsOvercomingObjections&ClosetheSaleCreateaGreatLastingImpressionSellingthevalueofWyndhamRewardsUsingRateoftheDayasasellingtoolCapturingPhoneInquiriesandWalk-insUp-sellingTechniquesConvertingInternetReservationsTakingitBacktotheProperty將下面的話題題帶回酒店討討論有效的交流能能夠促進(jìn)銷售售（包括肢體體語(yǔ)言，語(yǔ)音音語(yǔ)調(diào)，言語(yǔ)語(yǔ)交流）每一個(gè)前臺(tái)人人員都應(yīng)當(dāng)知知道的五件事事找出顧客的需需求和要求—向顧客推銷酒酒店的特點(diǎn)及及顧客可以獲獲得的益處克服阻力和完完成銷售給顧客留下一一個(gè)長(zhǎng)久的好好印象推銷WyndhamRewards的價(jià)值利用當(dāng)日價(jià)格格作為銷售工工具爭(zhēng)取留住打電電話詢問(wèn)和未未經(jīng)預(yù)定直接接來(lái)到酒店的的臨時(shí)顧客9.引導(dǎo)式銷售技技巧10.培養(yǎng)顧客進(jìn)行行網(wǎng)上預(yù)定9、靜夜四無(wú)鄰鄰，荒居舊業(yè)業(yè)貧。。1月-231月-23Thursday,January5,202310、雨中黃葉樹(shù)樹(shù)，燈下白頭頭人。。23:09:1123:09:1123:091/5/202311:09:11PM11、以我我獨(dú)沈沈久，，愧君君相見(jiàn)見(jiàn)頻。。。1月-2323:09:1123:09Jan-2305-Jan-2312、故人江江海別，，幾度隔隔山川。。。23:09:1123:09:1123:09Thursday,January5,202313、乍見(jiàn)翻翻疑夢(mèng)，，相悲各各問(wèn)年。。。1月-231月-2323:09:1123:09:11January5,202314、他鄉(xiāng)生白白發(fā)，舊國(guó)國(guó)見(jiàn)青山。。。05一月月202311:09:11下下午23:09:111月-2315、比不了得就就不比，得不不到的就不要要。。。一月2311:09下下午1月-2323:09January