【酒店管理培训】酒店《选择计划》培训活动纲要.doc

天马行空官方博客：/tmxk_docin ；QQ:1318241189；QQ群：175569632A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Choice Program任务:选择计划Code序号:RM-RES-S040Objectives:At the end of this session Reservation Sales associates to familiarize with Choice program and be able to promote them to guests, customers and in the market place.目的:在课程结束的时候预订部销售文员将应该非常熟悉仕达屋优选择计划并能在市场中向客人，客户作促销和宣传。 Standard ：1. All Reservation Sales associates will be able to fully explain the features and membership privileges of StarChoice program to guests over the telephone and demonstrate knowledgeable selling skills to promote memberships.2. All Reservation Sales associates will be able know how to make Star Choice eligible bookings? 标准:1. 所 有 预订部销售文员 应 能 向 来 电 人 解 释 该项 “ 选 择 ” 项 目 的 特 点 及 会 员 能 享 受 到 的 权 益 ， 并 能 巧 妙 地 运 用 销 售 技 巧 来 推 销 该 项 目 。2. 所 有 预订部销售文员应懂得如何处理”选择”会员的订房。Resources:Flip Chart, Handout, Computer with Oprea terminal 培训器材:白板，白板纸，培训资料，带Oprea 终端的电脑Method 培训方式Training Steps培训步骤Time时间Introduction介绍Lecture教学式Prepared on Flip ChartContents内容Lecture & Explanation教学式与讲解Summary总结Show “ W.I.F.M” (Objectives)显示课程目的Prologue: Except SPG program Star Choice is another powerful program in starwood group. Especially for Reservations Sales Agent and Sales person familiar with it is pretty important.开场白：除了仕达屋优先顾客计划之外，选择计划是仕达屋集团另一个强有力的计划，尤其对于预订部销售文员和销售人员，熟悉这个计划是非常重要的。So the objectives of this session is: (Refer to Objectives of this TAO)今天这堂课的目的是：（参考标准与程序The course should be divided into three parts:这节课会分为五个部分来讲解：1. What is choice 什么是选择计划2. Hotel operational procedure 酒店运作程序3. Membership and benefit details 会员利益细节4. Not eligible situation 一些不允许的情况5. Additional Information 额外的信息Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。Review Key Points:回顾要点：1. Ask questions and have participant explain the standard and its importance. 提问并请参与者解释标准及其重要性2. Summarize critique points applicable to entire group 总结评估过程中对整组有用的要点3. Reinforce and discuss the point: 加强并讨论以下要点： What is choice 什么是选择计划 Hotel operational procedure 酒店运作程序 Membership and benefit details