某星级酒店销售部新员工入职培训手册.doc

新员工入职培训手册 -Sales &Marketing DepartmentTABLE OF CONTENTSPart 1?Welcome Letter From Director of Sales ?Hotel Inspection?Wuhan Sunrise Hotel Management Company Introduction?Departmental Organization Chart ? Room Type& Rate StructurePart 2? Job description 1 Manager Of S&M 2 Super Sales Manager 3 Sales Manager 4 Assistant Of SalesPart 3 ? Standard Operating ProceduresTask: Answering the telephone-guest 任务：接听电话Task: Commercial Etiquette 任务：商务礼仪Task: Sales Calls 任务：销售拜访Task: Telephone Marketing 任务：电话销售Task: Long Stay Guest Marketing 任务：长包房销售Task: Entertainment任务：宴请招待Task: Standard Business Letters任务：业务信函Task: Hotel Introduceing任务：现场介绍酒店Task: Conference Group Marketing任务：会议销售业务Task: Restaurant/Room Booking任务：餐厅/客房预订Task: Group Booking任务：团队预订Task: Booking Confirmation任务：预订合同Task: Conference Group Handling任务：会议接待Task: Trip Group Handling任务：旅行团队接待Task: Government Group Handling任务：政府团队接待Task: Credit Procedures任务：客户信用要求Task: Room Free Promotion Application任务：升级房申请Task: Communication Meeting Befor VIP Group Arrival：大型会议会前及会后沟通会Task: Wedding Banquet Handling任务：婚宴接待Task: VIP Handling Application任务：VIP接待申请Task: Sales Contract Management任务：销售合同管理Task: Booking Forms Management任务：预定单管理Task: Daily Sales Briefing任务：销售例会Task: Hotel Service Standard任务：酒店服务标准Task: Sales Office Administration任务：办公室管理制度Task: Sales Skills-Initial Sales Call任务：销售技巧之第一次拜访客户Task: Handling Complaints任务：处理客人投诉Task: Common Mistake Of Sales任务：销售人员常犯的错误 Part 4?Training Checking FormPart 5?Acknowledge Letter From EmployeeDear team member,Firstly, a very warm welcome to the YUXIUSHANFANG Hotel as part of S&M Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in S&M Department will be greatly appreciated.真诚欢迎您加入余秀山房度假酒店，成为酒店销售部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体销售部的成功。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yours truly,此致武汉祥瑞酒店管理有限公司简介武汉祥瑞酒店管理有限公司隶属于湖北三磊实业集团，是一家以高星级酒店投资、酒店品牌输出管理、酒店专业培训和猎才服务为主体经营的专业酒店管理公司。公司资深专家和管理团队均来自国内外知名的酒店机构，拥有国内数十家四、五星级各种类型酒店的筹备开业和成功管理经验。公司管理团队无论是从酒店的投资、酒店策划到酒店筹建、酒店功能规划、酒店装饰设计、酒店工程管理及酒店经营管理等方面都有着丰富的操作经验。公司秉承“个性与标准，创新与传承”相结合的管理模式，以务实高效的管理风格赢得酒店业主和业界同行的尊重。凭借雄厚的人才优势和资金优势，公司积极探索、不断创新，在高星级酒店项目的投资、酒店建设前期技术支持、酒店筹开筹建、酒店经营管理及产权式酒店的策划和物业管理等多领域迅速发展。 祥瑞酒店管理公司在华中地区率先提供由酒店前期策划到后期经营管理的一站式服务，解决了投资方由零地块开始到酒店落成、运营管理所面临的一切疑难问题；让投资方的投资得到了保障，真正的提高了回报目标在经营管理中实现的机会，减少了投资风险，做到投资利益最大化。 祥瑞酒店管理公司诚挚期待酒店或投资者与我们进行各种形式的合作，您将在这种富于创造性的合作中充分感受祥瑞品牌的价值。祥瑞愿与您携手共进、同创未来！祥瑞标志释意 标志以天地乾坤、盘古开天辟地为索引。分上下两个部分，表达为上为天、下为地；标志整体形似初升的朝阳又如展翅高飞的凤凰，喻示企业如同朝阳般蓬勃发展，在市场竞争中具有顽强的生命力，在不断创新、进取、发展中赢得行业的首位。 标志的圆形代表了一种稳固和发展，弧形则代表着突破与创新，正和祥瑞“创新务实，追求卓越”的核心价值观。 祥瑞有“祥悦国际SunYue Hotel”、“祥瑞精品SunRise Hotel”、“悠悦美尚U-Like Hotel”三个品牌。祥瑞是整个品牌体系的核心，祥瑞所有品牌都代表了一种共同的酒店文化，即“秉承殷勤待客之道，给客人温馨体贴、物超所值的服务感受”。 “祥瑞精品”定位为以客房为经营主体的五星级奢华酒店或度假村； “祥悦国际”定位为四、五星级的综合型豪华酒店或度假村； “悠悦美尚”定位为以客房为经营主体的经济型快捷商务酒店。S&M DEPARTMENT ORGANIZATION CHART销售部经理（1名）Manager Of S&M销售助理（1名）Assistant Of Sales高级销售经理（1名）Super Sales Manager销售经理（4名）Sales ManagerSUBJECT: TELEPHONE ETIQUETTE 电话礼仪.Policy 政策To ensure a consistent standard of handling incoming calls to leave callers a good impression.确保转接电话的连贯性，给打电话的客人留下良好的印象。Procedures 程序 It s the policy of the hotel that we should always answering the telephones in a consistently manner.我们酒店的政策是在任何情况下，不论是内部电话还是外线电话，都要保持接听所有电话的连贯性。 Tips and Techniques for Receiving a Telephone Call 接听电话的要点和技巧2 Know your telephone system, in particular: 熟悉电话接听系统，尤其要注意：oIdentify the external calls and Internal calls first 首先辨别外线电话和内线电话3 External calls: two short rings 外线电话：两声短铃音4 Internal calls: one long ring 内线电话：一声长铃音oHow to put the caller on hold 怎样使来电者等待oHow to transfer a call 怎样转接电话oHow to pick up others call by your own phone 怎样使用自己电话接听对方电话5 Get organized: 有条不紊oHave a pen and paper handy to take notes or a message 使用手头的笔和纸记录和留言6 Answer the telephone promptly within three rings 迅速回答电话 三声之内接听2 Start each telephone call by polite greeting, saying your department/ company, your name.接听电话，首先要使用礼貌问候，报上你所在部门 / 公司名称，你的姓名。Standard phrases to use: 标准用语2. S&M DEPARTMENT: External Calls 外线电话: Greeting +Crowne Plaza WUHAN 您好, 武汉皇冠假日酒店 E.g.: Good morning, Crowne Plaza wuhan 您好, 武汉皇冠假日酒店 Internal Calls from Rooms 来自客房的内线电话: Greeting +Department / Section + Name + How may I help you E.g.: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客户服务中心 Internal Calls from Departments 来自部门的内线电话: Greeting + Name + May I help you E.g.: Good morning, Lucys speaking, How may I help you?3. Departments 其它部门: DID Calls外线电话: Greeting +Department / Section + Name + How may I help you?E.g.: Good morning, Human Resources, Vivien speaking. How may I help you? Internal Calls 内线电话: Greeting + Name + How may I help you?E.g.: Good morning, Vivien speaking. How may I help you?Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准During the Call1 Use Guests Name at least two times养成尊称客人姓氏的习惯 In answering call and in conversations 在接听电话或与客人对话中: Use the Guests name-it makes a BIG difference. 尊称客人姓氏会带来很大的益处1 Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”2 Concentrate dont be tempted to do two things at once. Give the telephone conversation your undivided attention集中注意力 不要一心二用。集中精力进行接听电话。3 Err on the side of being helpful volunteer help, dont wait to be asked.对方需要被帮助 主动帮助，不要等待被询问。3 Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责。4 If an incoming call is not convenient, explain why and take the name and number of the caller and offer to phone back.如果来电不方便谈话，解释原因和留下对方的姓氏和电话号码，并主动致电。5 If you are answering a call on someone elses behalf: 如果你正在接听他人的电话：oNever admit you dont know where they are 不o要说出你不o知道他们在哪？oIf they are not available promptly, offer to help or take a message 如果他们此时不o在，o主动提供帮助或留言oOffer to call back, or suggest a time when the person is likely to be available主动回电，或建议一个他/她可能的接听时间。Standard phrases to use: 标准用语1. Transferring Calls 转电话 If caller requests for transfer, say如果来电者要求转电话，说： “Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to say “Yes”. “好的，我将把您的来电转给( )，请稍等片刻好吗？”待来电者答应之后再转电话2. When The extension is engaged 当被转接分机占线时 “Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?”“感谢您的等候，谭小姐现在在讲电话。请问您需要留言还是稍后再打？”3. When The Extension Does not be Answered 当被转接分机无人接听时 “Thank you for holding, Im afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?” “感谢您的等候，恐怕谭小姐现在暂时不在。请问您是需要留言还是稍后再打？”4. Ending A Call 结束电话 When you finish a call, say.当要结束电话时，说： “Thank you for calling, Have a nice day.” “谢谢来电，再见“5. Crowne Plaza Shenzhen Words To Use 经常在电话中使用以下表达 In your conversations, use words like： “Certainly”“My pleasure” “Have a nice day” “Thank you for calling”Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准 When taking a message, include: 当留言时，留言内容包括：2 Customers name 客人的名字3 Room number 房号4 Callers name 致电者姓名5 Company 公司名称6 Telephone number and extension 电话号码和分机7 Message in full 留言内容要完整8 Indication of its urgency 紧急内容要表明9 Your name 你的姓名10 Date and time of message 留言日期和时间Remark: Write clearly and ensure the message is received 字迹清晰，确保留言被收到 Ensure your action what has been agreed with the caller 确保你的行动被来电者同意Standard phrases to use:Sir/Madam, may I have your name, please?先生/小姐，请问您贵姓？Mr./Ms._, may I have your message, please?_先生/小姐，请问您的留言内容？Mr./Ms._, may I have your contact number, please?_先生/小姐，请问您的联系电话？Mr./Ms._, please let me repeat your message_, is that correct?_先生/小姐，我重复一下您的留言，您的留言是_。Thank you for calling.感谢您的来电TEN “MOST ABUSED”SKILLS 十项“不适当”的情况:Its bad 不应该Its good 应该Answering hello or _dept. Thats all!接电话时仅说“喂” 或“_部门”就完了Always keep greeting standard必须保持使用标准问候用语Answering he/she is not around.Thats all!.仅回答来电者 “她/他不在”就完了Suggest the caller call back later or leave a message建议来电者稍后在致电或留言Using excuses to avoid being helpful such as I dont work in this department.用一些借口逃避提供帮助，如“我不在这个部门工作”Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责Its bad 不应该Its good 应该Speaking too softly, too quickly.声音太细，太软，太弱，说得太快The tone of your voice should be clear, soft and in a natural voice.保持语音的甜美、清晰、温柔并且自然。Asking to hold on while I get pen, paper, etc让来电者“等一下，我拿支笔，拿张纸”Always have pen and paper on hand纸和笔随时准备在手Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”Give the telephone conversation your undivided attention and keep telephone manner.仔细聆听，使用礼貌用语Placing the caller on hold and not checking back.让来电者在线上等待但没有核实是否有结果Keep to contact with guest on 15 seconds basis and thanks the guest for waiting保持每隔15秒与客人跟进并感谢客人等候Language abuses.语言表达不当Use the magic words during the conversations like: Certainly, Thank you, My pleasure在通话过程中始终使用礼貌用语Not keeping follow-up promises.没有对承诺进行跟进Always keep follow up to fulfill the guests needs, and ensure satisfy the guest.始终保持跟进，确保客人对我们的服务满意Taking incomplete messages.留言不完整Ensure take a completely and correct messagefor both internal and external guests.确保留言内容完整无误 SUBJECT: MAKE A RESERVATION 电话预订客房Policy 政策Actuality of reservation is very important, it can help to control room inventory, and also affect guests checking in experience. When GSC Agent makes a reservation for guest, the following procedure should be done. 一个预订是很重要的，它能帮助控制房间的销售状况，也会影响客人入住的体验，当服务中心的员工为客人做预订时，程序如下：Procedures 程序1. Telephone was answered within 3 rings. 三声内接起电话：2. Greet guest. 问候客人“Good morning, Crowne Plaza WUHAN, 你好, 武汉皇冠假日酒店?”3. Confirm checking in and checkout date. Check room inventory.确认入住和退房的日期，查看房间可售表Guest: “I want to make a reservation.” 客人：我想预订一个房间Staff: “How may I address you, sir?” 员工：先生请问怎么称呼您？Guest: “This is Steven Brown.” 客人：我是史迪文.布莱恩Staff: “Mr. Brown, are you our Priority Club member?” 员工：布莱恩先生，请问您是我们的会员吗？Staff: “Did you stay in our hotel before? And may I have you check in and check out date.”员工：请问您以前住过我们酒店吗？能知道您入住的日期和离店的日期吗？(Ask whether guest is return guest, in order to find out which price has been offered before and also guests preference 询问客人是否是回头客，是为了方便了解客人喜欢房间的类型和以前的房价.)Guest: “Check in on XXX and check out on XXX.” 客人：“入住时间是-退房时间是-(Sales Agent must listen carefully about checking in and checkout date. Then check room inventory properly.销售部员工须仔细倾听客人入住和退房的日期，并查看房间明细表)If no room available, 如果没有房时Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to recommend another hotel for you?” 员工：不好意思，布莱恩先生，我们酒店在XXX满房，您是否愿意将您的预订放在酒店等候名单中，或者为您推荐其它的酒店If guest would like you to put his reservation in waiting list, the reservation details should be taken down. 如果客人愿意将预订放在等候名单中，我们将详细记下客人的预订资料。4. Recommend room and quote price. 介绍房间和提供房价资料。If rooms are available, 如果有房间Staff: “Mr. Brown, will you travel alone?” 员工：“布莱恩先生，您是单独一个人旅行吗？(Ask this question, in order to recommend proper room type according to guest needs.If travel with family, deluxe room above category should be recommended. 问这个问题是为了根据客人的需要介绍适当的房型给客人，如果是和家人一起旅行，须介绍毫华房以上类型的房间)Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?” 员工：我们有高级房，豪华房，还有套房，请问您喜欢哪种类型的房间呢？(To be ready for being asked difference between different room category and selling price. Dont forget upselling.) 随时为客人提供不同的房间类型及价格，并记得向客人推荐更高等级的客房。5.Make reservation in system. 在电脑系统里做预订，(Double confirm the spelling of guests name, ensure its correct.再次确认客人姓名的拼写，确保正确无误)6.Obtain contact number.联系号码Staff: “Mr. Brown, may I have your checking in time?” 员工：布莱恩先生，可以知道您到店的时间吗？Staff: “May I have your contact number, Mr. Brown?” 员工：“布莱恩先生，可以知道您的联系方式吗7. Close selling.(Repeat guests reservation 重复客人的预订.)Staff: “Mr. Brown, may I repeat your reservation details. You will be checking in on XXX, and checking out on XXX. Non-smoking and king bedded deluxe room for you. The price is RMBXXX per night including daily breakfast.”员工：布莱恩先生我可以重复一个您预订的详细情况吗？您将在XXX入住，您的退房日期是XXX，您定的是豪华房一张大床不吸烟的房间。价格是人民币XXX一个晚上，每天含一个免费早餐.(Provide hotel address: Our hotel is located in XXXX,提供酒店的地址：我们酒店的XXXX.)8. Thanks for the reservation.Staff: “Thank you for choosing Crowne Plaza WUHAN, Mr. Brown.”员工：布莱恩先生，感谢您选择武汉皇冠假日酒店。SUBJECT: FAX/MESSAGE DELIVERY收发传真PURPOSE 目的The purpose of this procedure is to ensure that the proper steps are taken when delivery fax and message to guest or internal department.为了更好地确保客人能够及时地收到传真和留言，特设定相应地步骤去执行。PROCEDURE 步骤1. Receive the fax 收到传真-Check the fax machine once you notice the incoming fax signal.一听到传真信号的声音，就须有查传真机的反应。-Count the total No. of pages. 细数传真的页数。2. Sort out all incoming faxes and separate the faxes.把收到的传真分门别类。3. Make sure review the fax carefully in case any wrong sending.仔细阅读并核对传真，谨防送错。Guest 客人-All the fax & message received must double check with the computer to make sure we do not send them to the wrong room 在收到所有的传真和留言后，都需反复核对，确保不要误送错房间。-Check the name print on fax should tally with the name in LANmark.客人的名字需和LANmark系统的名字一致。-If any fax whose receiver could not be identified, report to supervisor or manager to handle it.如果传真不容易辨别是传给哪一个客人，需及时报告主管或经理让他们去处理。In-house guest: 入住客人：1) Check the name and fill in the guest incoming fax control sheet.查找客人并做登记。Control sheet item: 登记要素：a)Date 日期b)Time 时间c)Room number 房号d)Guest name 客人姓名e)f)Fax number 传真号码g)No. of pages 页数h)GSC Agent 收件人i)Inform to 被通知人j)Inform time 通知时间k) Remark 备n)注2) Fill in the guest name and room number on the fax envelope with printed. Inform concierge to send the fax. If guest will c/o on day, please printed “urgent” stamp on it. And call guest room to inform guest, there is a fax coming in, and we will deliver it within 5 minutes.在信封上填写客人姓名和房间号码并通知礼宾部。如果客人是当天离店的话，需在信封盖上“URGENT”并同时打电话给客人告之有传真,会在5分钟内送去房间。For guest arrival: 将到店客人：1) If the guest will arrive in few days, write down the information on the incoming control sheet “remark” and highlight it, and fill in the fax envelope and write exact C/I date and folio no, file them by date.如果客人将要到店，需在传真登记表的备注里和信封上标明准确的入住日期和确认号，并用荧光笔在传真登记表划上以做强调。2) Write the “there is a fax in GSC upon C/I please inform GSC” in the addition remarks.在电脑系统里的补充备注中输入“there is a fax in GSC upon C/I please inform GSC”。No show and the guest C/O:有预定但未来入住的客人或客人已离店。1 send it back immediately regarding to the original fax number with “dear sir/madam, this guest didnt come last time/has already checked out.”立即将传真按原号码传回，并注明客人“没来或已退房” 的字样。If there is no fax number:a) write down the information on the incoming control sheet “remark” with “no show or c/o” 在传真登记表的备注里和信封上标明“NO SHOW OR C/O” 的字样和确认号，并用荧光笔在传真登记表划上以做强调。b) Keep the fax for a week in case the guest come back and ask for it.传真将会被保留一周以便领取。Internal 内部1.Receive the fax & message. 收到传真和留言。-All the fax & message received must double check to make sure we do not send them to the wrong department. 在收到所有的传真和留言后，都需反复核对，确保不要误送错房间。-Check the name and fill in the office incoming fax control sheet. 查找有关信息并做登记。Control sheet item:登记要素o)Date 日期p)Receiving time 接收时间q)Departmental name 部门名r)称s)Receiver name 收件人t)Fax number传真号码u)No. Of pages 页数v)GSC Agent 登记人w)Inform to 被通知人x)Inform time 通知时间y)Taken by and taken time 取件人及取件时间z)Remark 备aa)注SUBJECT: Handle Guest Complaint by Phone 电话处理客人投诉Policy 政策To ensure guests complaint are to be handled with tact and discretion and to be solved as efficiently and smoothly as possible. 正确地判断客人的投诉，并确保客人的投诉得到有效地处理。Procedures 程序1. Listen carefully.倾听Pick up the phone with 3 rings by saying: “Good morning, S&M , Sandra speaking, Mr./Mrs. XX, how may I help you?” 在三响之内接听电话：“早上好,销售部,我是SANDRA ,有什么可以帮到您?25 Hear them out倾听26 Empathize show sincere understanding for the problem 理解-真诚地表现出能够理解问题所在.27 Apologize 表示歉意28 Take the responsibility and prompt try as far as possible to handle the situation yourself. 马上采取相应行动，尽快为客人解决问题 Say: “Yes, Mr. XX, Im sorry to hear that, I understand the situation now. Please let me handle it and Ill ring you back within 5 minutes.”有责任的尽可能迅速的去解决，说：“是的. XX先生，听到这个消息我们很难过，我现在了解了情况，请让我帮助您解决问题，我们尽量在5分钟内给您回复。2. Thank guest to bring the complaint to us. 感谢客人将意见告诉我们Saying: “Mr./Mrs. XX