酒店《沟通与合作》培训活动纲要

1、A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task任务：Communication 沟通与合作Code 序号：OH-SM-CS-D004Objectives 目的： At the end of this session, each trainee will be able to在课程结束后，每位受训者应能：1. Know what kind of situation that we need communicate. 了解什么情况下需要沟通。2. Know how to com muni cate with the other departme n

2、ts. 了解如何与其它部门沟通。3. Know how to com muni cate betwee n hotel and clie nts. 了解如何为客人与饭店部门之间沟通。Standard 标准：Refer to S&P参照标准与程序Resources培训器材：Flip Chart白板，Handout培训资料.Method培训方式Training Steps培训步骤Time时间In troduct ion介绍Discuss讨论Prepare on Flip Chart准备白板Show表明从此课所能学到的内容（目标）Why com muni cate is so importa

3、 nt for us. 沟通为什么很重要。The course should be divided into three parts: 课程可分为三部份：1. Internal com mun icati on.饭店内部沟通。2. How to up date in formati on10mi nCon te nts课程Expla in讲解Example举例Summary总结如何通过沟通增加信息。3. The com muni catio n betwee n hotel and clie nt. 饭店与客人之间的沟通。1. Expla in what is com muni cati on

4、 and hot to do it. (Refer to S&P).讲解什么是沟通，并如何运用(根据标准与程序 上所提到的项目)。Effective com muni cati on and coord in ate can help us get the correct in formati on and serve the clie nt property. 有效的沟通与协调可以帮助我们获取最准备信息，以便充分为客人服务。2. Expla in each steps of com muni cate, and prese nt some dem on stratio n duri

5、ng the expla ining.讲解有关沟通的每一步骤，并做相关演式。what kind of concerned departme nt in formati on.Eg: group in formati on, con cierge in formati on, F&B promotio n, accommodati on promoti on etc.在沟通时注意收集什么类形的相关信息。女口：团队信息、礼宾部情况、餐饮推广活动、酒店房价销售等。to be a coord inator between hotel and client.Refer to S&P procedure 3-5如何作好饭店与客人之间的联络员。参照标准与程序中程序部份第3-5条。1. Ask questi on and have participa nt expla in.提冋，