1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓活動綱要Task：VIP Guest Handling任務 :貴賓接待Code 序號： OH-SM-RM-D103Objectives: At the end of this session, each trainee will be able to provide guideline and empower sales associate to extend VIP set up at customercontactpoint under necessary circumstances.目的 :課程結束后，每

2、個學員將能夠提高指導方針和授權每一個銷售員工在必要的時候向客人提供VIP 客人接待標準。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.Specialrequests will be approved by GM or HotelManager. Before theVIPguest arrival, the sales associate willbrief

3、every department,double checkwith Guest Service Manager. The sales associate will meet andgreet the toplevel VIP guest with Director of Sales & Marketing or Excommember onarrival. The sales associate will make personal or telephone contactwith theVIP guest during the guest stay. The sales associ

4、ate will see the VIPguest off標準 :upon departure.VIP 待遇。接待每個銷售部員工將被授權在適當的時候給予客人標準必須按照酒店標準。特殊的要求必須經市場總監和總經理批準。貴賓到店前，銷售部員工將通知有關部門并與前臺賓客服務經理一起重新確認客人要求。銷售部員工將市場銷售總監一起在客人到達時迎接。銷售部員工將在客人如住期間向客人問候并在客人離店時與客人道別。Resources： LCD, Flip Chart, OHP培訓器材 :LCD, 翻轉展示板，幻燈機MethodTraining StepsTime培訓方式培訓步驟時間Ice breakMusic

5、2 minutes打破僵局音樂IntroductionPrologue：開場白10 minutes介紹Prepared on FlipchartThis training about the VIP guest handling. Who know what is VIP guest在白板上準備好這節課是關于貴賓接待，誰知道什么是貴賓allanswers willbe writtenon the whiteboard,thenshowing the right answer ( be written in theflipchart 1 )所有的答案將寫在白板上，然后向學員展示標準答案Quali

6、fied VIP guest include:貴賓包括：State head 國家要員Government official政府官員Travel agency key person 旅行社要人Senior corporate guest高級商務客人( Objectives)我們能從中獲得什么(主題 )Can extend VIP set up at customer contact point undernecessary circumstances.可以在必要的情況下向客人提供貴賓待遇。Lecture Contents講解和內容Show VIP guest handling procedur

7、es on prepared flipchart 2 ， explain reason for each step 用翻轉展示板展示貴賓接待程序 ,逐條講解20 minutesAsk trainees to comment and question on each step.向學員征求意見并提問Role Play角色扮演Critique 評估Summary總結Divided trainees in two group to do role play:講學員分為兩組做角色扮演15 minutesVIP guest handling 貴賓接待Separate two team: One is VI

8、P guest 一個是貴賓，One is the sales associate一個是貴賓，( Case example: A VIP guest will arrival on 14:00 pm, he is from HP company as a Executive Manager with Great China, his secretary booked a deluxe suite for him and all charge will pay for his company, this time he will has a meeting with Shenyang Mayor

9、on second day, also have two assistant taking care of him. He isn a t member of SPG, but his assistant are member of this program. you are a sales manager what need you prepare and how do you handle this case)(案例；一個貴賓將在下午2：00 ，到達酒店，他是惠普公司大中華地區的行政經理， ，他的秘書為他預訂了一個豪華套房，所有的費用將由公司付費，同時他將與市長在到達的第二天開會，他有兩名助理與他一起來，這位經理不是 SPG 的會員，而他的兩個助理是我們的會員。 你是酒店的銷售經理，請問你需要準備什么，如何接待這位貴賓。5 minutesFirst from trainees and then trainer. 先學員后訓導師10 minutesReview all key points回顧要點Homework: if two or three VIP gu