飯店政府客人接待活動(dòng)綱要

飯店政府客人接待活動(dòng)綱要Task:GovernmentGuestHandling任務(wù):政府客人接待Objectives:Attheendofthissession,eachtraineewillbeabletoensurethatGovernmenteventsbesmoothandsuccessful,andobtainmoresupportFromgovernment.目的:課程結(jié)束后，每個(gè)學(xué)員將能夠成功順利的接待政府活動(dòng)，并得到政府部門的繼續(xù)支持。Standard:Thesalesassociateandguestservicemanagerwillmeetandgreeteveryclientbookedthroughgovernmentuponarrival.Thekeypersonorimportantpersonscancontacteverydepartmentdirectly-onestopservice.Dependingonthesituation,thesalesassociatewiththeDirectorofSales&MarketingorwithExcommemberwillmeetandgreettheguestonarrival.Thesalesassociatewillmakepersonalortelephonecontactwiththeguestduringtheevent.Thesalesassociatewillseetheguestoffupondeparture.標(biāo)準(zhǔn)：銷售部員工將與賓客服務(wù)經(jīng)理一起迎接政府客人。重要地客人可以直接與個(gè)部門溝通。跟據(jù)不同的情況銷售部員工將和市場(chǎng)銷售總監(jiān)一起或行政委員會(huì)成員一起迎接客人。銷售部員工將在活動(dòng)進(jìn)行中電話或親自拜訪客人.銷售部員工將在客離店時(shí)與客人道別。Resources：WhiteBoard,LCD,Flipchart培訓(xùn)器材：白板，LCD，翻轉(zhuǎn)展示板Method培訓(xùn)方式TrainingSteps培訓(xùn)步驟Time時(shí)間Introduction介紹Question提問LectureAndexplanationProcedureinstruction講解和展示程序BuzzGroup集體討論Lecture講解Lecture講解Summary總結(jié)Self-introduction自我介紹Doesanyonewhatkindofclientsisourguest?誰知道我們酒店客人類型分為那幾種？Guesttype:客人類型Commercialguest商務(wù)客人Travelagencygroup旅行社團(tuán)隊(duì)Meeting&Conference會(huì)議團(tuán)體Government政府客人e)Walkinguest散客(UseLCDprovidedifferentkindofpersonstylerespectivelyexplain)運(yùn)用LCD提供不同類型客人的樣本W(wǎng)hatisthegovernmentproperty？政府客人的特點(diǎn)？Howcanwehandlingtheguestfromgovernment?我們?nèi)绾谓哟齺碜哉目腿?？Handlingstepwillbewrittenontheflipchart1:接待步驟寫在翻轉(zhuǎn)展示板上。Emphasizespecialproblemhandling特殊強(qiáng)調(diào)特殊問題處理Dividedtraineesintoseveralgrouptododiscussionthencritiqueafterdiscussion:將學(xué)員分成幾組討論然后評(píng)估whatisthedifferentbetweenthecommercialguestandgovernment?商務(wù)客人和政府客人的區(qū)別？Note:Alltheguestfromgovernmentareveryimportantpersons,needeverydepartmentsupport.Sometimethemayorwillbeattendtheevent.強(qiáng)調(diào)：所有的政府客人都是非常重要地，需要每個(gè)部門的支持和配合。市長(zhǎng)有時(shí)將出席活動(dòng)。Question:提問Howwillwehandlethebiggroupofgovernment?如何接待大的政府團(tuán)體？Mentionedkeypointaboutthisquestion.對(duì)此問題提供幾個(gè)主要的要點(diǎn)iftheeventis50paxabove,prepareworkingroomandparkingspace.超過50的團(tuán)體要準(zhǔn)備工作間和停車場(chǎng)Preparethedriver’smealorcouponandrestroom.準(zhǔn)備司機(jī)的工作餐和休息室Preparethebannerbeforethegrouparrival.在客人到達(dá)前準(zhǔn)備條幅。Handoutsaboutgovernmentstructureform.TheimportantpersonsofShenyang