某酒店前台营销培训深深一吻

FrontDeskSales

前台营销

CheckIntoYourSecretSalesForce发掘你潜在的营销力WorkshopTopics

课程主题DiscoveringYourSecretSalesForce发现你潜在的营销力SixStepstoSuccessfulSelling成功营销的六个步骤SellingStrategies营销策略TrainingYourStafftoSell员工销售培训HousekeepingDetails

课程细节Pleasesilentyour

cellphones请将手机设置成静音模式Pleaserefrainfromusingpersonallaptopcomputersduringclass请不要在课上使用电脑Takerestroombreakswhenneeded需要时可进行洗手间休息Askquestions&seekclarification提出问题并努力解决Contributetoclassdiscussion&participateinactivities.积极参与课堂讨论和活动Lunch午餐时间SmokingArea吸烟区EmergencyExits紧急出口WindowofOpportunity打开心扉，把握机会HousekeepingDetails

课程细节WhoistheSecretAgent?

谁是“秘密特工”？Goal:Shakehandsandintroduceyourselvestoasmanypeopleaspossible.目标：和尽可能多的学员握手并介绍你自己Eachpersonyoumeet,tellthemthefollowingaboutyourself:从以下方面向别人介绍你自己： Name

姓名 Position

职位 Yearsinthehospitalityindustry

在酒店业工作的时间 Whatmotivatedyoutobeheretoday?

什么促使你今天来参加这个课程DiscoveringYourSecretSalesForce

发掘你潜在的营销力YourSecretSalesForce-increasesalesthrough:

你潜在的营销力－通过以下方面增强销售Reservations预订-Phoneinquiries-电话咨询的顾客-Walk-ins-即兴登门的顾客HandleObjections应对回绝UpsellatRegistration入住登记时的“引导式销售”InternetBookings网上预订SixStepstoSuccessfulSelling

成功营销的六个步骤6FrontDeskSalesSteps

前台营销的六个步骤1.Usea

Planned

SalesApproach应用计划好的营销方法

2.EffectiveCommunicationIncreasesSales有效的沟通能够增强销售3.HotelKnowledgeisPower

理解你的酒店具有强大的力量4.DetermineGuestNeedsandWants--SellFeaturesandBenefits

明确顾客的要求和需求－销售特色和实惠5.OvercomeObjections&ClosetheSale

克服销售异议并达成交易6.CreateaGreatLastingImpression树立一个良好持久的印象1. UseaPlannedSalesApproach应用计划好的营销方法KnowyourCustomer了解解你你的的顾顾客客Customertypes顾客客的的类类型型Customerneedsandwants顾客客的的要要求求和和需需求求Anticipatingcustomerneedswhencommunicatingwiththem在和和顾顾客客交交流流时时预预知知他他们们的的要要求求Beabletodescribethevalueofyourproduct能够够描描述述出出你你的的产产品品价价值值Whattypeofgueststaysatyourhotel?哪种种类类型型的的顾顾客客在在你你的的酒酒店店入入住住？？Canyounamethemall?你能能叫叫出出他他们们的的名名字字吗吗？？Whataretheirneeds?他们们的的需需求求是是什什么么2.EffectiveCommunicationIncreasesSales有效效的的沟沟通通能能够够增增强强销销售售Communication沟通通Consistsofthreeparts由三三部部分分组组成成Bodylanguage肢体体语语言言Tone/inflection语音音语语调调Words措词词我如如何何帮帮您您？？55%35%10%ThePowerofCommunication沟通通的的力力量量Tappingfingers手指指敲敲桌桌子子Yawning打哈哈嘁嘁Smiling微笑笑Angry怒气气DistractedbytheirKids/family被孩孩子子和和家家庭庭分分心心GoodCommunicationSkills有效效沟沟通通的的技技巧巧Usepositivewordssuchas-““Can,””““Will.””使用用积积极极的的言言辞辞，，例例如如““可可以以””，，““会会””NeversayNever!绝对对不不能能说说““决决不不””！！UseProfessionalLanguage使用用专专业业的的语语言言Thinkbeforeyouspeak.Avoidjumpingtoconclusions思而而后后言言，，避避免免匆匆忙忙作作结结论论。。Communication––ThingsToAvoid交流流———应该该注注意意避避免免的的事事项项Interruptingaguest打扰扰顾顾客客Hanginguponaguest把顾顾客客晾晾在在一一旁旁Expressingangertowardstheguest向顾客客倾吐吐怨气气Raisingyourtonetowardtheguest跟顾客客说话话时音音调过过高Usingprofanitytowardaguestorwithinhearingdistanceofaguest直接或或者在在顾客客能听听见的的距离离范围围内对对顾客客使用用不敬敬言辞辞Teatime!TelephoneSkills打电话话的技技巧ReasonsPeopleCall打电话话的原原因Makeareservation预订Speaktoaguest与顾客客交流流Obtaininformationaboutyourhotel获取酒酒店的的相关关信息息Speaktoarepresentativeofyourhotel与酒店店代表表进行行交流流PhoneEtiquette打电话话中的的礼节节Answerthephoneprofessionally接听电电话专专业化化Answerinatimelyfashion按照惯惯例及及时接接听Giveindividualattention个性化化处理理每一一个电电话Avoidinterruptingthecaller避免打打断来来电者者的话话Useprofessionallanguageandtone使用专专业语语言和和语调调-Avoidhotel/industryterms避免使使用酒酒店特特殊用用语-Avoidbadlanguage,slang,orjargon避免使使用不不礼貌貌的话话语、、行话话或黑黑话Avoidplacingthecalleronholduntilhe/sherepliestothatrequest.回复顾顾客的的请求求前不不要让让顾客客一直直拿着着电话话干等等Avoideatingordrinking避免在在接听听电话话时吃吃东西西或者者喝东东西ToneofVoiceMakesanImpact语音语语调留留下映映象Beupbeat要乐观观Rememberthepersoncallingcantellyourmoodbythetoneofyourvoice请记住住打电电话的的人能能够通通过你你的语语音语语调感感觉出出你的的情绪绪Answereachcallasifit’sthefirstoneoftheday把每一一个电电话都都当作作是一一天中中的第第一个个电话话来对对待TipsforEffectiveTelephoneReservations有效电电话预预定的的小技技巧Offeryournameattheinitialgreeting在第一一问候候的同同时告告诉对对方你你的名名字Befriendlyandprofessional态度友友好而而专业业Buildrapport建立共共识Peopledonotcarehowmuchyouknowuntiltheyknowhowmuchyoucare……只有顾顾客感感受到到你的的真诚诚，他他才会会乐于于倾听听HotelKnowledgeisPower酒店知知识就就是力力量ThingsEveryFrontDeskAgentShouldKnow件每一一个前前台工工作人人员应应该知知道的的事情情Featuresofthehotel该酒店店的特特点Directionstoareaattractions当地旅旅游景景点的的大致致方向向或位位置Roomtypesandlocations房间类类型以以及分分布Hotelratestructure酒店价价格构构成Whattheycan/can’tdototakecareofaguest酒店在在照顾顾顾客客上能能够做做什么么，有有什么么是做做不到到的5KnowledgeisPower知识就就是力力量TeachingYourStaffEffectively实际有有效地地教会会你的的员工工Orientation情况介介绍Jobaids工作中中的协协助Onthejobtraining工作培培训Pre-shifttraining换岗培培训Periodictesting周期性性测验验考察察DetermineGuestNeeds&Wants明确顾顾客的的需求求SellFeatures&Benefits营销特特色&实惠DelivertheBenefits传递实实惠Needs需求Whatyourclientrequiresordesires你的顾顾客需需要什什么，，想要要什么么Features特色The““things”andservicesyouoffer你所提提供的的服务务Benefits实惠What’’sinitfortheclient,hiscompany,and/ortheirattendees?顾客及及其所所在公公司或或者是是活动动参与与者能能够从从你的的服务务中得得到什什么？？PeopleBUYbenefits,notfeatures!人们花花钱是是买实实惠，，不是是酒店店的特特色！！TheBenefitBall实惠之之球Corporate法人Seniors老年人人Family家庭Government政府Group团体FeaturesandBenefits特色和和实惠惠Listthefeaturesofyourproperty列出本本酒店店的特特色Identifyhowthatwillbenefittheguest明确这这些特特色将将如何何给顾顾客带带来实实惠Decidewhatmarketsegmentsthatwouldbenefit明确市市场哪哪些部部分能能够从从中受受惠Youmaytry你可以以试试试Mr.Lee,beforeIanswerthat,Ineedtoaskyouafewquestions.李先生生，在在我回回答之之前，，我能能问你你几个个问题题吗？？Whatisbringtoyoutothearea,Ms.Chang?张女士士，是是什么么把你你带到到这个个城市市的？？Tounderstandyourneedbetter,Mr.Liu,letmegetsomeinformationfromyou.为了更更好的的理解解您的的需求求，李李先生生，请请让我我从您您那获获取更更多的的信息息。Haveyoustaywithusbefore,Mr.Han.韩先生生，您您住过过我们们的酒酒店吗吗？Howdidyouhearaboutourhotel,Mr.Yue?乐先生生，您您是如如何知知道我我们酒酒店的的？Willyoutravelingalone,orbringingyourfamily?您是一一个人人，还还是带带着您您的家家庭？？Isthisthefirsttimetomeizhou?您是第一次次来梅州吗吗？OvercomeObjections克服异议Game小游戏Participants:3volunteerstoactasfrontofficestaff,theothersarecustomers参与者：：3名志愿者扮扮演前台人人员，其其余扮演顾顾客Time:5minuteseach,totally15minutes时间：每每人5分钟，共共15分钟Rules:规则：1.Thefrontofficestaffissellingaservicetothecustomers,andcustomersaretryinghardtosingleoutthevariousfaultsoftheservice,thetaskistoanswereachquestioninaproperway,evensomecustomersarefuzzyandpicky.前台人员现现在要将酒酒店某项服服务推销给给顾客，而而顾客则则要想方设设法地挑出出该服务的的毛病，服服务人员要要用合适的的方法回应应顾客，即即使顾客是是在鸡蛋里里挑骨头。。2.YoucanselecttosellWyndhamAwards,HarborViewRoom,Self-serviceBreakfast……你可以选择择推销温德德姆奖励计计划，海海港景观套套房，自自助早餐…3.Thebestonewillgetrewarding表现最好的的一名参与与者将获得得奖励HandlingObjections处理异议Listencarefullyandconfirmyourunderstandingoftheobjection认真听清楚楚并且正确确理解异议议Clarify/restatethecustomer’sobjection明确/重复顾客的的异议Preparethecustomerforyourresponse准备答复你你的顾客Acknowledgewhatthecustomerhassaid确认顾客所所表达的意意思Respondtotheobjection答复顾客的的异议OBJECTION异议RESPONSE答复PRICE价格“Wealsohaveaspecialpackageavailable.Foronly<amount>more,wecanupgradeyoutooneofoursuitesandincludeacomplimentaryfullbreakfast.”“我们还提供一个特别套餐。只要再多付<数量>钱，你就可以升级享受套房待遇，并包含早餐。”POSTPONEMENT推迟“That’saparticularlybusyweekendforusandwewillmostlikelysellout.Canweholdthatreservationforyoutoguaranteeyouaroom?”“现在刚好是我们酒店非常忙的一周，我们快要客满了。我们是否需要为您保留预订，来保证您的入住？”ManagingObjections处理异议ToMaketheSale:为了营销：：Planyourratequotingstrategies(RateoftheDay)战略性计划划定价（当当日房价））Quotevalue介绍展示价价值Listenforacceptanceorresistance赞同和反对对意见都要要听Usetransitionstounderstandandrespondtoacustomer’sobjections换位理解并并答复顾客客的反对意意见Offertoclosethesale主动达成销销售LetushaveLunch!6.CreateaGreatLastingImpression创造良好而而持久的印印象YouNeverGetaSecondChancetoMakeaGreatFirstImpression.你永远没有有第二次机机会去创造造一个美好好的第一印印象CapturingPhoneInquiries抓住电话垂垂询Availability房间可用性性Amenities房间设施RateoftheDay当天价格ClosetheSale关闭出售Walk-Ins步行程式Greetthemwithasmile微笑着打招招呼Befriendlyandprofessional友好并且专专业Buildrapport建立融洽关关系Walk-Ins步行程式Knowyourhotel了解你的酒酒店Strengths策略SellingSkills销售技巧PositiveAttitude积极的态度度KnowledgeofCompetition了解竞争者者KnowledgeofDemand了解需求SellingStrategies销售策略Areyoumaximizingthebenefitsofthisvaluableprogram?你是否将这这个富有价价值的项目目的收益最最大化了？？WyndhamRewards…TwoWaystoEarn温德姆奖赏赏计划…获得的两个个途径Qualifiedstaysatparticipatinghotels在参与的酒酒店中符合合积分标准准的住宿CarRentalpartners租车合作伙伙伴WyndhamRewards…Administration温德姆奖赏赏计划…监管FrontDeskstaffmustknowhowto:前台的员工工必须知道道如何：Enrollnewmembers招收新成员员Ensuremembersgettheirpointsfortheirstays确保会员得得到与入住住天数相应应的积分Processfreenightstays办理免费过过夜AdvantagesofJoiningWyndhamRewards加入温德姆姆奖赏计划划的好处It’stojoin.Earntowardfreenightstaysatoverhotels,andbrands,oryoucanchoosetoearnthemfromeverydaypurchasesandtransactions.It’seasytopointsforfreenightstays,airlinetickets,carrentalandmuchmore.Ifyoudon’tenrollnow,youcanorgotoortoenrollandchoosewhereyouwantyourpointstogo.Youhaveaccesstocheckpoints,redeemrewardsormakereservationsusing.freepoints6,3009redeemcall00(800)367-87477BWyndhamR24hourWyndhamRAdvantagesofJoiningWyndhamRewards加入温德姆奖奖赏计划的好好处____________加入在超过_______家的酒店和______个酒店品牌获获取免费过夜夜的_________，或者你可以以选择从每日日的购买和交交易中获取很容易将积分分__________为免费过夜，，飞机票，汽汽车租用和其其他更多项目目如果你现在没没有加入，你你可以__________________________________,或者进入_____________________或__________________________加入该计划并并选择你想要要的积分兑换换项目你有___________的权限通过__________________________查询积分，兑兑换奖励或预预定免费积分6,3009兑换拨打00(800)367-87477B24小时WyndhamRWyndhamRWyndhamRewards……Scripts温德姆奖赏计计划…规范用语UsescriptsthatincludequestionsaboutWyndhamRewards!使用规范用语语来回答所有有关于温德姆姆奖赏计划的的疑问！Enforcethem!Checkregularlytoensurescriptsarebeingused!推广它们！经经常检查以确确保规范用语语正在被使用用！MentionWyndhamRewardsatleast4timestoeachguest:向每个顾客至至少4次提到温德姆姆奖赏计划Reservation预定Check-in入住Welcomecall欢迎电话Check-out退房WyndhamRewards……Scripts温德姆奖赏计计划…规范用语ConsiderthesePossibleSellingScenarios考虑一下这些些可能实行的的销售方案Openingdialogue:开场白“Mr.Smith,areyouaWyndhamRewardsmember?””“Smith先生，您是是温德姆奖赏赏计划的会员员吗？”Iftheguestdoesnotwishtoenrollatthattime:如果此时顾客客不想加入该该计划“Ifyoudonotwishtoenrollnow,Icanenrollyouatanothertimeduringyourstayoruponyourcheckout.”“如果您现在不不想加入，我我可以在您您在酒店的其其他时间或您您退房时帮您您加入。”ConsiderthesePossibleSellingScenarios考虑一下这些些可能实行的的销售方案Discussingfeatures&benefits:说明特色和好好处“TherearemanyvaluableofferstothisprogramthatIwillbegladtotellyouabout.””这个计划提供供了很多有价价值的服务，，我很高兴兴能给您介绍绍一下。“RateoftheDay当日房价Isthemosteffectivepricepointbasedondemandandcapacityconditions.根据需求和供供给情况而确确定的最有效效的价格Theonlynon-qualifiedrateavailable.唯一的通用价价格Canbereviewedonadailybasisandadjustedasmarketanddemandconditionswarrant.根据每日的情情况确定并根根据市场和需需求情况调整整SellingRateoftheDay销售当日价格格MayIaskwhatbringsyoutothearea?Doyouhaveanyroomsavailabletonight?Hello!Welcometoourhotel!MynameisMary.HowmayIhelpyoutoday?Wehaveabeautifulpoolsidenon-smokingKingDeluxeroomavailablefeaturingalargedeskandfreeHighSpeedInternetsothatyoucanworkonyourpresentation.I’mheremakingapresentationtoalocalbusiness.我能问问您来来这里有何贵贵干吗?今晚还有空房房吗?您好！欢欢迎来到我们们的酒店！我是Mary.今天我能为您您做点什么呢呢？我们有一间很很漂亮的在游游泳池边的无无烟国王豪华华房，配有有大字台和免免费的高速宽宽带，方便便您的工作我在这里为本本地的一个公公司做演讲Noproblem.Wealsohaveasuiteavailablewithasmallconferencetablethat’sjustrightforyourneeds.Itwillbeagreatlocationforyourmeeting.Great,butIalsoneedspacetoholdabriefmeetingwithaclient.没问题。我我们还有一一个带小会议议桌的套间，，正合你意意。正是您开会的的好地方很好，但是是我还需要足足够空间同一一个客人开个个小会IcanofferyouourspecialRateoftheDayforoursuitesofonly<amount>.CanIgoaheadandbookthatsuiteforyou?Great,I’lltakeit!Verygood.AreyouaWyndhamRewardsmember?我们可以按今今日特价提供供给您套房，，仅<价钱>。我现在能给给登记这个房房间了吗？太好了，那那就订这间吧吧非常好。您您是旅行奖奖励计划的会会员吗？PrincipalGuidelines:RateoftheDay…方针指导：当当日价格…RateParity…价格透明Quotethesamerateacrossallchannels(voice,,thirdpartywebsites,GDS&propertydirect)所有的渠道都都引入统一的的价格（语音音服务,，第三方网网站，GDS&酒店直接预订订）Supportedwith““BestAvailableRate””guarantee.以”当日最佳佳价格“项目目加以保障RateIntegrity…价格体系的规规范…Onlyofferdiscountstoqualifiedcustomersvs.everyone.仅向符合条件件的顾客而不不是所有人提提供折扣Supportsandlendscredibilitytonegotiatedrates.为商定费率提提供支持并出出借信誉PrincipalGuidelines:RateoftheDay…方针指导：当当日价格…CoffeeBreak!Upselling引导式销售Upselling…GuidingtheGuest引导式销售…引导顾客TwoMethodsforTakingAReservation进行预定的两两种方式Add-Up补充式Top-Down引导式Upselling…Let’sGiveitaShot引导式销售…引导顾客Workinginteams,developanupsellingscriptforeachofthescenariosonpage23几人一组，共共同完成23页几个引导式式销售的情节节设定InternetReservations网上预订InternetReservationStrategies网上预订策略略IdentifyOnlineReservations识别网上预订订信息SOR,SOE,SOT,SOOSOR，SOE，SOT，SOOEnsurenoratedisclosure前台工作人员员不应泄漏实实际价格Educateguestonbookingdirect指引顾客进行行直接预定GroupActivity!小组活动！Whatarebenefitstotheguestforbookingdirectlywiththehotel?顾客直接向酒酒店预定会获获得哪些益处处？Howwouldyoueducatetheguestonwhyitwouldbebeneficialtobookdirect?怎样让顾客明明白直接预定定对他们是有有益的？CapturingWalk-inReservations把握即兴登门门的顾客5WaystoMaximizeAppeal使吸引力最大大化的5个方法Landscaping景观美化Lighting灯光Safety安全性Signage指示牌Appearance酒店外观CapturingWalk-inGuests留住临时顾客客Connectwiththecustomer与顾客主动接接触Answeraquestionwithaquestion用问题回答问问题Createadesiretobuy创造入住期望望Askforthesale向顾客实施销销售PuttingitallTogether综合Onpage25intheparticipantmanual,readthesamplewalk-inscriptandthencreateyourownversiontoaskforthesale.请翻到学生手手册第25页，读walk-in实例演示，然然后自己写一一个进行销售售的例子。Game：CapturingWalk-inGuests小游戏：留住住临时顾客Participants:8volunteerstoactascustomers,theothersarefrontofficestaff—4peopleagroup参与者：8名志愿者扮演演顾客，其其余扮演酒店店前台工作人人员—每4人一组Rules:规则：1.Assumingthatyouworkedasfrontofficestaffinthreedifferenthotels.Thehardwarefacilitiesofeachhotelaresimilar,forexample,thesameprice,discounts,dinning,quantityandqualityofrooms,fitnesscenter,satelliteTV,Internetservices……假设你们在3家不同的酒店店做前台服务务。酒店店的硬件设施施相同，比比如，相同同的价格，折折扣，食食物，客房房数量和质量量，健身中中心，卫星星电视，网网络服务…2.TheWalk-inguestsshouldinqyireabouteachhotel,finallyselectone8位临时顾客要要到每家酒店店进行询问，，最后挑选选一家入住3.Tryyouhardtocapturetheguests.Theonewhogetmostguestswillbethewinner尽你所能留住住顾客，留留住顾客最多多的酒店获胜胜Training培训Whenyouteach,youlearn教学相长Who…What…When对象…内容…时间Whoshouldbetrained?哪些人应当参参加培训？Whatdotheyneedtoknow?他们应当学到到什么？Whenshouldtheybetrained?什么时候该进进行培训？KeystoaSuccessfulTrainingSession成功的培训关关键所在KeyOne–Beknowledgeable要点一—知识渊博KeyTwo–Knowyouraudience要点二—了解你的听众众KeyThree––Prepareexercisesinadvance要点三—提前准备练习习KeyFour–Layoutallneededtrainingmaterials要点四—列出培训当中中要用到的所所有材料4StepTrainingMethod培训方法四步步骤Explain解释2.Demonstrate演示3.Practice练习4.Feedback反馈TakingitBacktotheProperty将下面的话题题带回酒店讨讨论EffectiveCommunicationIncreasesSales(bodylanguage,tone,words)FivethingseveryfrontdeskagentshouldknowDeterminingGuestNeedsandWants--SellFeaturesandBenefitsOvercomingObjections&ClosetheSaleCreateaGreatLastingImpressionSellingthevalueofWyndhamRewardsUsingRateoftheDayasasellingtoolCapturingPhoneInquiriesandWalk-insUp-sellingTechniquesConvertingInternetReservationsTakingitBacktotheProperty将下面的话题题带回酒店讨讨论有效的交流能能够促进销售售（包括肢体体语言，语音音语调，言语语交流）每一个前台人人员都应当知知道的五件事事找出顾客的需需求和要求—向顾客推销酒酒店的特点及及顾客可以获获得的益处克服阻力和完完成销售给顾客留下一一个长久的好好印象推销WyndhamRewards的价值利用当日价格格作为销售工工具争取留住打电电话询问和未未经预定直接接来到酒店的的临时顾客9.引导式销售技技巧10.培养顾客进行行网上预定9、静夜四无邻邻，荒居旧业业贫。。1月-231月-23Thursday,January5,202310、雨中黄叶树树，灯下白头头人。。23:09:1123:09:1123:091/5/202311:09:11PM11、以我我独沈沈久，，愧君君相见见频。。。1月-2323:09:1123:09Jan-2305-Jan-2312、故人江江海别，，几度隔隔山川。。。23:09:1123:09:1123:09Thursday,January5,202313、乍见翻翻疑梦，，相悲各各问年。。。1月-231月-2323:09:1123:09:11January5,202314、他乡生白白发，旧国国见青山。。。05一月月202311:09:11下下午23:09:111月-2315、比不了得就就不比，得不不到的就不要要。。。一月2311:09下下午1月-2323:09January