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1、Method 培训方式Training Steps培训步骤Time时间SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Hotel Inspection任务： 店内参观Code序号： OH-SM-RM-D104Objectives：At the end of this session, each trainee will be able to provide sales Associates with guide line in conducting inspection of hotel.目的：
2、 课程结束后，将为每个学员提供酒店内参观的指导方针。 Standard： Sales associates will conduct inspection of hotel facilities to in-house guests, prospective clients and other individuals with a pre-determined objective.标准： 销售部员工将向客人展示酒店的服务设施，对有潜在生意的客户要根据 其具体要求参观。Resources： LCD, Whiteboard，flipchart 培训器材： LCD，白板，翻转展示板Method培训方
3、式Training Steps培训步骤Time时间IntroductionAnd Ice Break介绍和打破僵局Lecture讲解Explanation and demonstration解释和展示Question提问Role Play角色扮演Summary总结Ask question: what shall we do when the client wants to see our hotel?提问： 当客人来到酒店想看酒店是我们应该做什么？The course should divided in two parts:这堂课将分为两部分：What is hotel inspection?
4、 什么是店内参观？How to conduct hotel inspection? 如何进行店内参观？First: hotel inspection definition will be showing with LCD. 用LCD 展示店内参观的概念Second: explain the S&P item by item ( LCD)逐条解释标准和程序。Note: Hotel inspection is very very important conduct for client and our business.强调店内参观对客人和酒店生意是非常非常重要的。Ask trainees why
5、 is it so important?All the answers will be written on flipchart 1 and correct.提问学员为什么店内参观是重要的？将所有的答案写在白板上然后选择正确的。Answers: present our facilities and service 展示酒店设施和服务increase potential business 增加潜在生意brand positioning 品牌定位Competition 竞争能力keep interview with our clients 保持与客人见面的机会keep good relations
6、hip with our clients 与客户保持良好的合作关系Ask two trainees to perform hotel inspection and let others to critique, before hotel inspection inform Security (Divided two group to do it)让两名学员表演店内参观让其他人评估, 事先通知保安部。( 分两组进行，每组一名组长)After critique, the trainer will show what is hotel inspection standard? (Flip chart
7、 2)评估后，训导师将给学员展示标准的酒店内参观。Note: 强调：1. Sales associates will go through the entire route planned for inspection at least one hour prior to guests arrival. 销售部员工至少在客人到达一小时前按计划预览店 内参观路线2. Consideration is to be exercised in regards to availability of guest rooms, peak time and meal periods in F & B outl
8、ets, peak hours of recreational facilities, anticipated traffic flow in the hotel, etc. 同时要考虑酒店客房利用情况，营业高峰和用餐时 间，娱乐场所的营业高峰，预计交通情况等。3. After hotel inspections we must be send hotel sales kites or hotel brochure to clients. 强调：店内参观后必须给客人酒店宣传材料。Review all key points ( listed in Flip Chart )回顾所有翻转展示板上的要点。10 minutes15 minutes20 minutes5 minutes20 minutes10 minutes5 minutesTotal 75 minutesPrinted Date: 12/17/2019Page 2 of 2
