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1、Printed Date: 01/29/2018 Page 1 of 36THE ST. REGIS SHANGHHAI 上海 XXXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Leads Management任务: 订房线索管理Code 序号: OH-SM-RM-S002Objectives: At the end of this session, each trainee will be able to ensure that Information could result in additional revenues for sister pro
2、perties is madeavailable.目的： 课程结束后，每个学员将能够尽可能的利用订房线索为其他集团酒店增加收入。Standard: See attachment标准: 附标准和程序Resources: Whiteboard / TEAMHOT Form, LCD, Flipchart培训器材: 白板，集团联合销售线索表格, LCD，翻转展示板Method培训方式Training Steps培训步骤Time时间Introduction介绍ExplanationContent解释内容DemonstrationWith LCD用 LCD 展示LCDThis session shoul
3、d be divided two parts:课程将分为两部分What is leads management? 什么是订房线索管理？How do we handle it? 如何去做？Explain the standard of leads management(All the S&P will be written on the Flipchart 1) 逐条解释订房线索管理的标准？( 所有的标准将事先写在翻转展示板上)Showing starwood Global Distribution System and Central Reservation Office reservatio
4、n system.展示仕达屋集团全球销售网络系统和全球预订中心的预订系统。Answer: GDS / StarLink / CMD / GSO / CSCW.I.F.MIncrease hotel revenue and business, also can make more incentive for every sales associate.增加酒店收入和生意，并且每个销售部员工可以从中获得更多的奖励。Second Part:5 minutes20 minutes15 minutes20 minutesPrinted Date: 01/29/2018 Page 2 of 36Metho
5、d培训方式Practice 练习Summary总结Training Steps培训步骤Leads Management handling:操作订房线索管理Out-bound leads: 向外发订房线索Pay attention for incoming leadsIncoming leads: 收到的订房线索 How to handing incoming leads and procedure of it?如何操作收到的订房线索，程序是什么？ How many days should we use to determine a accounts type? 应该多少天来确定客户类型？ Ho
6、w can we inform the action taken and the result through Team Hot electronically?如何通过集团订房线索系统来采取行动并获得结果？ All in-coming leads will be reviewed on a monthly basis.所有的订房线索将每月回顾一次。 How should we report business materialized from in-coming leads back through Team Hot?我们如何向集团订房系统回复生意情况？ Why we should maint
7、ain frequent communication and rapport with respective GP, SP, APP Director ,GSO and other associates of Starwood ?为什么我们应该经常与全球销售中心，地区销售中心及其他的仕达屋酒店集团的销售代表联络？Remand: as a sales associate, must be always ask one more question for all sister hotel-team hot.提醒：作为一名销售部员工，必须在销售行为过程中，保持一直多向客人多提问一个问题，帮助集团其他
8、酒店做销售。Use the Team Hot form exercise :When you do sales call, you know HP company will have a conference meeting in Xian, they dont make decision yet, their budget is Rmb500 per person per day, including room accommodation, meeting , and breakfast, total 30 pax will attend this meeting , also have a
9、 cocktail in the first night, but the budget dont know yet, you want to send this information to Xian Sheraton hotel sales department , telephone number and contact person you can use our hotel number and your associates name.当你在做销售时了解到惠普公司将有一个会议在西安，他们还没有决定用哪一家酒店。他们的预算是每人每天包括房间，会议和早餐的标准是人民币 500 元，并准
10、备在第一天有一个酒会，预算暂时不详，你想发订房线索给西安喜来登销售部，电话和联系人你可以用酒店的电话和同事的名字。After exercise, all trainee will correct Team Hot Form.练习结束后每个学员将非常清楚订房线索的填写标准。Review Key Point.回顾要点Time时间5 minutes5 minutesTotal 70 minutesPrinted Date: 01/29/2018 Page 3 of 36THE ST. REGIS SHANGHAI 上海 XXXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要T
11、ask: Brand Identity任务： 品牌一致Code 序号: OH-SM-RM-S001Objectives： At the end of this session, each trainee will be able to ensure the protection and correct use of brand identity by sales associates.目的： 课程结束后，每一个学员将能够确保保护和正确使用品牌。Standard：This policy will maintain the consistency and clarify of the Sherat
12、on brand.It is the responsibility of the Director of Sales & Marketing to guard the correct use of brand identity that is a key component to the continued momentum of the brands success.The brand identity graphics standard is to be applied and used to ensure consistent application without compromise
13、.标准： 这个政策将保持持续及使喜来登品牌更清楚。正确使用品牌是确保品牌成功的重要元素之一。品牌鉴别标准是要保持品牌使用要前后一致。 Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG or Star Choice Form培训器材： 白板， 翻转展示板，销售资料夹，礼品，SPG 表格Method培训方式Training Steps培训步骤Time时间IntroductionIce break介绍打破僵局Raise interests提高兴趣Music Loud and the trainer is in uniform of
14、 sales manager standing straightly and smile.大声音乐，训导师着销售经理制服站直，微笑。Self-introduction and give a warm welcome.自我介绍向学员表示欢迎。Question to test the trainees level:Does anyone know what kind of brand in Starwood Hotels and Resortse ?提问学员：谁知道在仕达屋集团有多少给酒店品牌？Answer:Sheraton / Westin / The ST.Regis / Four Point
15、s / W hotel / Luxury collection Every associate must be know all the brand under Starwood Hotels and Resorts强调：酒店内任何一名员工都必须知道仕达屋酒店集团的所有品牌酒店。W.I.F.M: 我们从中能获得什么？We will know all brand under the Starwood Hotels and Resorts and can get more confidence when we do sales calls or interview clients. Because
16、 all the brand must be market leader in hotel industry.10 minutes10 minutesPrinted Date: 01/29/2018 Page 4 of 36Method培训方式Lecture F/CAnd Buzz group讲解和集体讨论提问Summary总结Training Steps培训步骤我们将了解所有仕达屋旗下的所有品牌，当我们同客户见面时获得更多的信心，因为每个品牌都是酒店行业的佼佼者。Divided trainees into several groups to discuss then critique after discussion. (How can we present our brand in our ser
