酒店《府客人接待》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Government Guest Handling任务 :政府客人接待Code 序号： OH-SM-RM-D102Objectives: At the end of this session, each trainee will be able to ensure that Government events be smooth and successful, and obtain moresupportFrom government.目的 :课程结束后，每个学员将能够成功顺利的接待政府活动，

2、并得到政府部门的继续支持。Standard: The sales associate and guest service manager will meet and greet every client booked through government upon arrival. The key person orimportantpersons can contact every department directly-one stop service. Depending on the situation, the sales associate with the Director of

3、Sales &Marketing or with Excom member will meet and greet the guest onarrival.The sales associate will make personal or telephone contact withthe guestduring the event. The sales associate will see the guest off upondeparture.标准：销售部员工将与宾客服务经理一起迎接政府客人。重要地客人可以直接与个部门沟通。跟据不同的情况销售部员工将和市场销售总监一起或行政委员会成

4、员一起迎接客人。 销售部员工将在活动进行中电话或亲自拜访客人 .销售部员工将在客离店时与客人道别。Resources： White Board, LCD, Flipchart培训器材：白板， LCD ，翻转展示板MethodTraining StepsTime培训方式培训步骤时间IntroductionSelf-introduction3 minutes介绍自我介绍QuestionDoes anyone what kind of clients is our guest5 minutes提问谁知道我们酒店客人类型分为那几种Guest type: 客人类型a) Commercial guest

5、商务客人b)Travel agency group旅行社团队c)Meeting & Conference会议团体d) Government 政府客人e)Walk in guest散客LectureAnd explanationProcedure instruction讲解和展示程序Buzz Group集体讨论Lecture讲解(Use LCDprovidedifferentkindofperson stylerespectively explain)运用 LCD 提供不同类型客人的样本What is the government property30 minutes政府客人的特点How

6、 can we handling the guest from government我们如何接待来自政府的客人Handling step will be written on theflipchart 1 :接待步骤写在翻转展示板上。Emphasize special problem handling特殊强调特殊问题处理Divided trainees into several group to do discussion10 minutesthen critique after discussion:将学员分成几组讨论然后评估what is the different between the

7、 commercial guest andgovernment商务客人和政府客人的区别Note:2 minutesAll the guest from government are very importantpersons, need every department support. Sometime the mayor will be attend the event.Lecture讲解Summary总结强调： 所有的政府客人都是非常重要地， 需要每个部门的支持和配合。市长有时将出席活动。Question: 提问How will we handle the big group of go

8、vernment10 minutes如何接待大的政府团体Mentioned key point about this question.对此问题提供几个主要的要点1. if the event is 50 pax above, prepare working roomand parking space.超过 50 的团体要准备工作间和停车场2. Prepare the driver s meal or coupon and rest room.准备司机的工作餐和休息室3. Prepare the banner before the group arrival.在客人到达前准备条幅。Handouts about government