酒店《促销》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Upselling任务:促销Code 序号 : RM-RES-P100Objectives ： At the end of this session reservation sales agent will be knowing how tograsp every opportunity to upsell hotel s room and service.目的 :在课程结束的时候预订部销售文员应懂得怎样抓住一切机会高卖酒店房间和其他服务。Standard ：All Reservations

2、Sales Agents will up sell to higher rate rooms wherever possible and look for opportunities to sell other hotel services and facilities.标准 :预订部销售文员应寻找一切机会高卖房间及酒店的其他服务。Resources: Flip Chart, Handout.培训器材 :白板，白板纸，培训资料。MethodTraining StepsTime培训方式培训步骤时间IntroductionShow“ (Objectives)5 Minutes介绍显示课程目的Lec

3、turePrologue: Asa Reservations Sales Agent,we will教学式answer the telephone everyday.PreparedonFlip开场白： 作为一名预订部销售文员我们每天都要接听电话 ChartSothe objectivesofthissession is: (Refer toObjectives of this TAO)MethodTraining StepsTime培训方式培训步骤时间今天这堂课的目的是： （参考标准与程序The course should be divided into six parts:这节课会分为六个

4、部分来讲解：1. Skills of Upselling促销技巧2. Improving caller satisfaction提高客人满意程度3. Elements of selling销售元素4. Adding Value to the Transaction附加价值5. Classic Closes sensory reassurance testimonial建议使用的结束语6. Difference between business and leisure traveler商务客人与休闲客人的区别ContentsWhat kind of way we can use when we

5、upsell内容我们可以用什么样的方式促销房间2 MinutesBrainstorm集思广益Show steps on prepared flipchart. Explain reason foreach step. Ask trainees to comment and question on50 MinutesLecture& each step.Explanation将所有程序的主要内容事先写在准备好的白板纸教学式与讲解上，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。DemonstrationAsk participant to be a guest. Show eac

6、h step. After demonstration. Refer back to flipchart and review / discuss each step.3 Minutes展示请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。Each trainee practices first as guest, then as Reservation 10 Minutes Sales Agent.Practice - Role Play每一个学员先作客人，后作预订部销售文员.MethodTraining StepsTime培训方式培训步骤时间练习 角色扮演Ca

7、se Example 案例：Guest is a high position person of a company, whenhe makes reservation you find he is potential toupsell to executive floor.客人是某一公司的高级职员你发现你很有可能将房间卖到豪华楼层。Guest makes reservations, you find guest wantbook a big room can making interview in the room,so you upsell to superior room.客人预订房间并

8、想在房间内作面试，你很有可能促销房间至豪华套房。According the procedure.Critique按照程序。评估5 MinutesReview Key Points:Summary回顾要点：总结1. Ask questions and have participant explain thestandard 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 entiregroup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：Skills of Upselling促销技巧Improving caller satisfaction提高客人满意程度Elements of selling销售元素Adding Value to the Transaction附加价值Classic Closes sensory reassurance testimonial建议使用的结束语Differe