1、SHERATON SHENYANG LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task: Account Management任務(wù): 客戶管理Code序號: OH-SM-RM-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 t

2、heir importance to the overall profit objectives is identified.標(biāo)準(zhǔn): 確保明確了解更多數(shù)客戶及其價值目的。Resources: LCD / 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)Demonstratio

3、n with LCD 運用LCD展示Exercise 練習(xí)The course should divided in two parts:課程將分為兩部分：Account type 客戶管理？Account 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 (

4、參照標(biāo)準(zhǔn)和程序)commercial account 商務(wù)客戶travel agency 旅行社government 政府SPG member 仕達屋優(yōu)先賓客計劃會員CI&M 會議及宴會客人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

5、 after discussion.分小組進行討論然后進行評估。Answer: ( OHP 1) Key account - 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

6、店消費的客戶稱為潛在客戶。Review all key points.回顧要點Break 5 minutesExplain 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(biāo)準(zhǔn)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 minutesTo

7、tal 70 minutesSHERATON SHENYANG LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task: Standard Forms任務(wù): 標(biāo)準(zhǔn)表格Code序號: OH-SM-RM-A003Objectives: At the end of this session, each trainee will be able to ensure business arrangements are properly documented and special arrangement are submitted for appro

8、val in an efficient manner. 目的: 課程結(jié)束后，每個學(xué)員將確保能夠?qū)λ猩虅?wù)活動安排進行文字處理 特殊情況要提交上級批準(zhǔn)。Standard: Follow up S& P標(biāo)準(zhǔn): 參照標(biāo)準(zhǔn)和程序Resources: LCD, Standards form example, Flipchart, Whiteboard培訓(xùn)器材: LCD，標(biāo)準(zhǔn)表格樣本，翻轉(zhuǎn)展示板，白板Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Question提問IntroductionAnd explanation F/C介紹和解釋Lecture use LCD運用LCD

9、講解 Buzz group分組討論Practice練習(xí)Summary總結(jié)Does any one know which kind of form will be used in sales department?誰知道在銷售部將用到那些表格？F/C (1)Ø FIT Bookings 散客預(yù)訂單Ø Group Bookings 團隊預(yù)訂單Ø Loss Business report 丟失生意報告Ø Request for function space 多功能廳使用單Ø VIP Reservation Request 貴賓申請表Ø Co

10、mplimentary/ Upgrade Request 免費房及升級申請表Ø Special Room amenities/set-up Request 特殊房間用品及擺放申請表Ø Contract/Special Rate AuthorizationØ 合同及特殊價格協(xié)議書Ø Sales Call Report 銷售報告Ø Entertainment Request Form 宴請申請單Ø Expense Account Form 費用報銷單Ø Art Work Job Request 美工工作單Show steps o

11、n prepared LCD, explain reason for each step, ask trainees to comment and question on each step.將所有程序的主要內(nèi)容逐條講解，在講解過程中要不時請學(xué)員發(fā)表建議并提問。Note:Different types of forms will be used to serve different purposes and functions.提示： 不同類型的表格將用于不同的目的和功能。This course should be divided two parts:本課程分為兩部分：Ø What

12、is basically standard forms of sales department?( Review Flip chart 1 )什么是銷售部的基本的表格？Ø How do we use these standard forms?如何使用標(biāo)準(zhǔn)表格？How do we use these standard forms?如何使用這些標(biāo)準(zhǔn)表格？All answers will writing in whiteboard and correct.將所有的答案寫在白板上然后選擇正確的。Show all the example of the standard forms and as

13、k trainees to fill out.展示所有的表格樣本然后讓學(xué)員填寫。Review all the key points回顧所有的要點Ask question and have participant explain the standard and its importance. Summarize critique points applicable to entire group。提問并請參與者解釋標(biāo)準(zhǔn)及其重要性。 總結(jié)評估過程中對課程有用的要點。Note: All standard must be signed by original person before send o

14、ut.提示：所有標(biāo)準(zhǔn)表格在發(fā)出去之前必須有簽字。15 minutes15 minutes10 minutes5 minutes5 minutesTotal 45 minutesSHERATON SHENYANG LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task: Standard Letters任務(wù)： 標(biāo)準(zhǔn)信函 Code序號： OH-SM-RM-A004Objectives： At the end of this session, each trainee will be able to ensure the Standard of

15、correspondence with clients and the general public is Of quality and uniformity. 目的： 課程結(jié)束后，每個學(xué)員將能夠確保同客人和對外公共關(guān)系通信標(biāo)準(zhǔn) 的質(zhì)量和一致性。Standard： See attachment標(biāo)準(zhǔn)： (附后)Resources： LCD / Standard Letters Example, Flipchart, Whiteboard.培訓(xùn)器材： LCD / 標(biāo)準(zhǔn)信函的樣本，翻轉(zhuǎn)展示板，白板Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice break打破僵局Intro

16、duction介紹Prepared on Flipchart翻轉(zhuǎn)展示板準(zhǔn)備ContentAnd explanation解釋內(nèi)容LCDExercise練習(xí)Summary總結(jié)Program: let trainees write a letter to other person, use different style or different format, just use self-feeling to write.題目：讓學(xué)員每人寫一封信，用不同的風(fēng)格和格式，(用 個人的感受去寫)After program, ask one question: 節(jié)目結(jié)束后，提問學(xué)員Why our lett

17、er have lots of style, can we use it on our business?為什么我們會有那么多的不同的風(fēng)格，是否可以用在商務(wù)工作上？Show session objective:展示課程主題WIFM: use standard letter can help you present yourself more professional, get more information and business.通過學(xué)習(xí)我們將幫助你更專業(yè)，獲得更多的商務(wù)信息All standard & procedures be written in the flipchart

18、 and showing to trainees. ( Flip chart 1)將所有的標(biāo)準(zhǔn)和程序?qū)懺诜D(zhuǎn)展示板上，然后向?qū)W員展示。Explain how to prepare and use standard letters解釋如何準(zhǔn)備和使用標(biāo)準(zhǔn)信函？Ask trainees: 提問：What is standard letters? 什么是標(biāo)準(zhǔn)信函？All kind of standard letters will be written on the white board and showing to trainees. (White board 1)將所有的標(biāo)準(zhǔn)信函寫在白板上，然后選

19、擇。· Corporate Accounts 商務(wù)客戶· Wholesalers / Tour Operators 旅行社代理商· Tour One - Time 一次性團隊· CI &M 會議和展覽· Catering and banquets 宴會· Airline Crew Accommodation / Layovers . Stopovers航空公司機組人員 / 臨時滯留 · Sheraton residence Long-Stay 長住客· Press Releases 出版商· Me

20、dia / Press 媒體廣告· Suppliers供應(yīng)商· Etc等 Review key points and Test.回顧要點和測驗3 minutes10 minutes25 minutes10 minutes10 minutesTotal 58 minutesSHERATON SHENYANG LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task : Sales Administration任務(wù): 辦公室行政管理Code序號: OH-SM-RM-A101Objectives: At the end of t

21、his session, each trainee will be able to ensure that the Sales Office has the basic facilities to perform its functions.目的: 課程介紹后，每個學(xué)員將能夠確保銷售部辦公室的基礎(chǔ)設(shè)施正常運 行。Standard: Follow up S&P標(biāo)準(zhǔn): 參照標(biāo)準(zhǔn)和程序Resources: Whiteboard / File, Flipchart, LCD培訓(xùn)器材: 白板，翻轉(zhuǎn)展示板， LCDMethod培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice Brea

22、k打破僵局Introduction介紹Lecture講解Explanation and Demonstration解釋和展示Buzz Group集體討論Exercise練習(xí)Summary總結(jié)Suppose in the office, your account file just put on the table, your report also put on your desk dishevelment, when your boss asked some information for him, you really could not report to him at once, yo

23、ur boss maybe asked you, why your filing system is so disorderly, what did you do every day?請學(xué)員設(shè)想一下，在辦公室，你的客戶檔案就放在桌上，你的銷售報告也雜亂的放在上面，當(dāng)你的老板問你要一些信息時，你真的不能馬上拿出來給他，你的老板也許會問你，為什么你的檔案整理這樣亂，你每天都做了些什么？That time what do we need? 這時候我們需要：Sales Administration (show objective of this session)辦公室行政管理(展示課程主題)我們將從中

24、獲得什么？Effective and affective, easy to work.高效快速，便于工作。This session should be divided two parts:介紹課程將分為兩部分What is sales administration? 什么是銷售部行政管理？What is sales administration including? 包括哪些內(nèi)容？What is Sales Administration? ( the definition will be written on the flipchart) 什么是辦公室行政管理？( 將概念事先寫在翻轉(zhuǎn)展示板上)

25、The sales administration is review in an objective and comprehensive manner. (Flip chart 1 )辦公室行政管理是目標(biāo)管理的綜合行為。Show steps on prepared flipchart explain reason for each step 將所有程序事先寫在準(zhǔn)備好的白板紙上，逐條講解。( ask all trainees focus on some special points)要求學(xué)員集中一些特殊要點。what is sales administration including?( all

26、 answers will be written on the flipchart and correct)辦公室的行政管理將包括哪些內(nèi)容？將所有的內(nèi)容寫在白板上，然后選擇正確的答案。(Flip chart 2)Reader Files . 讀者檔案Trace systems 跟進系統(tǒng)：Function Book 多功能廳的預(yù)訂Contracts and proposal 合同和協(xié)議書Lost business reports 丟失生意Slide and picture library 幻燈片和照片的儲藏Ask trainees to comment and question on each

27、step詢問學(xué)員是否有問題, 然后提問每一步驟。Review key points 回顧要點Delivery handouts 分發(fā)資料5 minutes5 minutes20 minutes15 minutes10 minutes5 minutesTotal 60 minutesSHERATON SHENYANG LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task: Office Review任務(wù): 辦公室核查Code序號: OH-SM-RM-A102Objectives: At the end of this session, ea

28、ch trainee will be able to ensure that the Sales & Marketing Office is reviewed in an objective and comprehensive manner.目的: 課程結(jié)束后，每個學(xué)員將能夠了解辦公室回顧是一個目標(biāo)實現(xiàn)的綜合 行為。Standard: Follow up S&P標(biāo)準(zhǔn): 參照標(biāo)準(zhǔn)和程序Resources: Whiteboard, Flipchart, S&P form, LCD培訓(xùn)器材: 白板，翻轉(zhuǎn)展示板， 標(biāo)準(zhǔn)和程序, LCDMethod培訓(xùn)方式Training Ste

29、ps培訓(xùn)步驟Time時間Introduction介紹Buzz Group集體討論LectureAnd Demonstration F/ C 講解和展示Discussion討論Question提問Exercise練習(xí)Summary總結(jié)Self-introduction ( The trainer should be in uniform)自我介紹 ( 著制服 )What is your favorite office environment in your mind?在你的想象中你最喜歡的辦公環(huán)境是怎樣的？(divide two group and use the flip chart to l

30、ist all items) then discussion: why we need a tidy and clean working environment?分兩組討論，用翻轉(zhuǎn)展示板列出每一條，然后討論。為什么我們需要一個整潔干凈的辦公環(huán)境？Give the topic and objective on white board 1?用白板1 展示題目 我能從中獲得什么？ (Flip chart 1 )Ø High spirit and light hearted 情緒飽滿Ø Efficiency and high quality performance高效，高質(zhì)量的表現(xiàn)

31、Ø Smooth communication and good to health順暢的溝通行為及良好的身體Emphasis the Sheraton Standard: 著重強調(diào)喜來登標(biāo)準(zhǔn)( Refer to S&P LCD) 參照標(biāo)準(zhǔn)和程序Ask any new ideas for improvement?( use flip chart to list all suggestion)提問學(xué)員是否有好的建議提高辦公室工作行為？(用翻轉(zhuǎn)展示板記錄所有的建議)How long time will the DOSM review the office?市場總監(jiān)多長時間核查一次辦

32、公室行為？Answer: Every 12 month. 每十二個月Emphasis that the Sheraton Standard must be obey while arrange the office equipment such as computer and other automation system.重點強調(diào)在安排辦公室設(shè)備的時候，象電腦和其他的自動操作系統(tǒng)必須服從喜來登標(biāo)準(zhǔn)。2 minutes10 minutes5 minutes15 minutes2 minutes5 minutes10 minutesTotal 49 minutesSHERATON SHENYAN

33、G LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task: Action Plan任務(wù)： 活動計劃Code序號： OH-SM-RM-A201 Objectives： At the end of this session every trainee will be able to ensure sales Efforts are planned and directed against each key account and key prospect.目的： 課程結(jié)束后每個學(xué)員能夠獨立完成對重要客戶和有潛在生意客戶的 活動計劃。Stand

34、ard: Follow up S&P標(biāo)準(zhǔn)： 參照標(biāo)準(zhǔn)和程序Resources: OHP, Flip Chart and White Board, Marker. Action Plan Form培訓(xùn)用具： 翻轉(zhuǎn)展示板，白板，白板筆, 活動計劃表格Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Introduction介紹Lecture教學(xué)式Lecture教學(xué)式Contents F/C 1內(nèi)容Explanation and demonstration講解與展示Exercise F/C練習(xí)Summary總結(jié)Handouts 學(xué)習(xí)資料The course should d

35、ivided in two parts:What is the action plan? How to do action plan?課程將分為兩部分：什么是活動計劃？ 如何制訂活動計劃？Answers:Action plan is guide line for our daily job？活動計劃是我們?nèi)粘９ぷ鞯闹笇?dǎo)綱要。How to do action plan will talk later.如何制訂活動計劃稍后再談。 我能從中學(xué)到什么？The correct use of action plan will result in high efficiency and convenient

36、 for sales activity.使每個學(xué)員能充分使用活動計劃高效方便的運用到銷售活動中。All standard & Procedure be written in the flipchart 1 and showing to trainees:在翻轉(zhuǎn)展示板 1上給學(xué)員展示服務(wù)標(biāo)準(zhǔn)與程序1. Action Plans will require a minimum of two Valid Call Objectives in the next six months.活動計劃要求在6個月內(nèi)保證兩個有效的拜訪目標(biāo)2. Valid Call Objectives will be ma

37、intained on a running basis.有效的拜訪目標(biāo)將建立在經(jīng)營的基礎(chǔ)上。3. Only the following are valid call objectives :將包含如下內(nèi)容；a. Confirming Business/Securing proposals確認(rèn)生意 / 獲得計劃 b. Gathering or disseminating new data due to change集中或發(fā)布新的信息 c. Strengthening the relationship鞏固關(guān)系d. Increasing contact surface增加聯(lián)絡(luò)次數(shù)e. Review

38、of production vs. plan回顧產(chǎn)品計劃 f. Solving problems解決問題Explain the S&P item by item ( LCD)逐條講解標(biāo)準(zhǔn)服務(wù)程序(refer to S &P)Who can tell what are valid call objectives used in action plan?(use F/C 2 to list all answers and correct)提問：誰能告訴大家什么是活動計劃中的有效目標(biāo)拜訪？1. Based on the action criteria rating, identify

39、 the areas where sales action is required.根據(jù)標(biāo)準(zhǔn)價格，鑒別那一個區(qū)域要求有活動計劃。 2. Prioritize the sales actions required and enter as Valid Call Objectives.將銷售活動要求和有效目標(biāo)拜訪按先后順序區(qū)分。3. Enter the time-bound call objectives such as securing annual meeting, calling on birthdays, anniversaries, etc.進行目標(biāo)時間段的拜訪，象年會，生日及紀(jì)念日等。

40、4. Action plans may also be used for Other Active Files.活動計劃也可以用于其他的行為。Review all key points回顧所有的要點Give an example to show what a good action plan is.給學(xué)員展示一個好的活動計劃書。(例子樣本)8 minutes25 minutes15 minuets15 minuets5 minuets5 minuetsTotal 73 minutesSHERATON SHENYANG LIDO HOTEL沈陽麗都喜來登飯店TRAINING ACTIVITY O

41、UTLINE培訓(xùn)活動綱要Task: Business Trip Standard任務(wù)： 商務(wù)旅行標(biāo)準(zhǔn)Code 序號： OH-SM-RM-A202Objectives: At the end of this session, each trainee will be able to ensure Market reach targets are achieved. 目的: 課程結(jié)束后使每位學(xué)員能夠確保在商務(wù)旅行中達到目標(biāo)市場Standard: 1. Each sales trip has to be in accordance with the hotel Business Plan.標(biāo)準(zhǔn): 每

42、個商務(wù)旅行都必須遵照酒店工作計劃 2. The sales associate will make appointment with clients prior to business trip. 銷售員工將在商務(wù)旅行前與客戶約定見面時間。 3. Prepare sales kits and promotion flyer, etc. 準(zhǔn)備銷售小冊子和銷售推廣宣傳單。 4. Book accommodation in Sheraton hotels or Starwood hotels if possible. Otherwise abide by hotels expense policy.

43、 盡可能預(yù)訂仕達屋集團內(nèi)喜來登酒店，否則遵照酒店出差費用的政 策。 5. Follow daily sales calls standard during the business trip. 商務(wù)旅行中每天的工作遵照每日銷售拜訪標(biāo)準(zhǔn)。Resources: LCD / sales kits, promotion flyer, business trip expense form, sales call report培訓(xùn)器材: LCD / 銷售小冊子，推廣宣傳單， 商務(wù)旅行費用申請表， 銷售報告 Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice break打破僵局Int

44、roduction介紹Raise interests提高興趣LectureAnd questioning 講解并提問Demonstration演示Summary總結(jié)Test測驗Music Loud and the trainer is in uniform of sales manager standing straightly and smile.大聲音樂，訓(xùn)導(dǎo)師著銷售經(jīng)理服裝面帶微笑站在學(xué)員面前。Self-introduction and give a warm welcome.自我介紹并向?qū)W員表示歡迎Question to test the trainees level:提問測驗學(xué)員水平

45、Does anyone know what the sales person do at hotel?有誰知道銷售部在酒店內(nèi)是做什么的？W.I.F.M: 我們能從中獲得什么？Gain self- confidence mean half success.增加自信等于成功了一半。Question: 提問 q What is sales trip? 什么是商務(wù)旅行？ q Why do we need sales trip? 為什么需要商務(wù)旅行？q How can we do it? 我們將怎樣做？All answers will be written on the white board then correct.所有的答案將寫在白板上， 然后選擇正確的答案。Show the standard of business trip and answer the questions. ( use LCD and Flip Chart 1 )運用LCD 和白板展示商務(wù)旅行標(biāo)準(zhǔn)并回答問題。1. Each trip has to depend