文档介绍：SHERATON SHENYANG LIDO HOTEL
沈阳丽都喜来登饭店
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-D102
Objectives: At the end of this session, each trainee will be able to ensure that
Government events be smooth and essful, and obtain more support
From 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,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 or important
persons can contact every department directly-one stop service.
Depending on the situation, the sales associate with the Director of Sales &
Marketing or with member will meet and greet the guest on arrival.
The sales associate will make personal or telephone contact with the guest
during the event. The sales associate will see the guest off upon departure.
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
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Question
提问
Self-introduction
自我介绍
Does anyone what kind of clients is our guest?
谁知道我们酒店客人类型分为那几种?
Guest type: 客人类型
Commercial guest 商务客人
Travel agency group 旅行社团队
Meeting & Conference 会议团体
Government 政府客人
e) Walk in guest 散客
(Use