上海某国际联号培训资料-贵宾接待Task：VIPGuestHandling任务:贵宾接待Code序号：OH-SM-RM-D103Objectives:Attheendofthissession,eachtraineewillbeabletoprovideguidelineandempowersalesassociatetoextendVIPsetupatcustomercontactpointundernecessarycircumstances.目的:课程结束后，每个学员将能够提高指导方针和授权每一个销售员工在必要的时候向客人提供VIP客人接待标准。Standard：AllsalesassociatesareempoweredtoextendVIPsetuptoqualifiedVIPguest.VIPsetupcanbeofferedonVIPsetupcategories.SpecialrequestswillbeapprovedbyGMorHotelManager.BeforetheVIPguestarrival,thesalesassociatewillbriefeverydepartment,doublecheckwithGuestServiceManager.ThesalesassociatewillmeetandgreetthetoplevelVIPguestwithDirectorofSales&MarketingorExcommemberonarrival.ThesalesassociatewillmakepersonalortelephonecontactwiththeVIPguestduringthegueststay.ThesalesassociatewillseetheVIPguestoffupondeparture.标准：每个销售部员工将被授权在适当的时候给予客人VIP待遇。接待标准必须按照酒店标准。特殊的要求必须经市场总监和总经理批准。贵宾到店前，销售部员工将通知有关部门并与前台宾客服务经理一起重新确认客人要求。销售部员工将市场销售总监一起在客人到达时迎接。销售部员工将在客人如住期间向客人问候并在客人离店时与客人道别。Resources：LCD,FlipChart,OHP培训器材:LCD,翻转展示板，幻灯机Method培训方式TrainingSteps培训步骤Time时间Icebreak打破僵局Introduction介绍PreparedonFlipchart在白板上准备好Music音乐Prologue：开场白ThistrainingabouttheVIPguesthandling.WhoknowwhatisVIPguest?这节课是关于贵宾接待，谁知道什么是贵宾？allanswerswillbewrittenonthewhiteboard,thenshowingtherightanswer(bewrittenintheflipchart1)所有的答案将写在白板上，然后向学员展示标准答案QualifiedVIPguestinclude:贵宾包括：Statehead国家要员Governmentofficial政府官员2minutes10minutesLectureContents讲解和内容RolePlay角色扮演Critique评估Summary总结Travelagencykeyperson旅行社要人Seniorcorporateguest高级商务客人W.I.F.M:(Objectives)我们能从中获得什么？(主题)CanextendVIPsetupatcustomercontactpointundernecessarycircumstances.可以在必要的情况下向客人提供贵宾待遇。ShowVIPguesthandlingproceduresonpreparedflipchart2，explainreasonforeachstep用翻转展示板展示贵宾接待程序,逐条讲解Asktraineestocommentandquestiononeachstep.向学员征求意见并提问Dividedtraineesintwogrouptodoroleplay:讲学员分为两组做角色扮演VIPguesthandling贵宾接待Separatetwoteam:OneisVIPguest一个是贵宾，Oneisthesalesassociate一个是贵宾，(Caseexample:AVIPguestwillarrivalon14:00pm,heisfromHPcompanyasaExecutiveManagerwithGreatChina,hissecretarybookedadeluxesuiteforhimandallchargewillpayforhiscompany,thistimehewillhasameetingwithShenyangMayoronsecondday,alsohavetwoassistanttakingcareofhim.Heisn’tamemberofSPG,buthisassistantarememberofthisprogram.youareasalesmanagerwhatneedyouprepareandhowdoyouhandlethiscase?)(案例；一个贵宾将在下午2：00，到达酒店，他是惠普公司大中华地区的行政经理，，他的秘书为他预订了一个豪华套房，所有的费用将由公司付费，同时他将与市长在到达的第二天开会，他有两名助理与他一起来，这位经理不是SPG的会员，而他的两个助理是我们的会员。你是酒店的销售经理，请问你需要准备什么，如何接待这位贵宾。Firstfromtraineesandthentrainer.先学员后训导师Reviewallkeypoints回顾要点Homework:iftwoorthreeVIPguestsarrivalonsametime,howdowehandle?家庭作业：如果两个或两个以上的贵宾客人同时到达你如何接待？Handouts:S&PaboutVIPguesthandling.分发学习资料(贵宾接待的标准和程序)20minutes15minutes5minutes10minutesTotal:62minutes
