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1、Printed Date: 07/21/2018Page 1 of 2THE ST.REGIS SHANGHAI 上海瑞吉红塔大酒店上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要培训活动纲要Task: Hotel Inspection 任务：任务： 店内参观店内参观 Code 序号序号： OH-SM-CS-D006Objectives：At the end of this session, each trainee will be able to provide sales Associates with guide line in conducting
2、inspection of hotel. 目的：目的： 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-houseguests, prospective clients and other individuals with a pre-determinedobjective. 标准：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
3、 培训器材：培训器材： LCD，白板，翻转展示板 Method 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间Introduction And Ice Break 介绍和打破僵局Lecture 讲解Explanation and demonstration 解释和展示Question 提问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
4、将分为两部分： What is hotel inspection? 什么是店内参观？ How to conduct hotel inspection? 如何进行店内参观？First: hotel inspection definition & route will be showing with LCD. 用 LCD 展示店内参观的概念及合理路线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
5、 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 is it so important? All the answers will be written on flipchart 1 and correct.10 minutes15 minutes20 minutes5 minutesRole Play 角色扮演Summary 总结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: Deeply impressed the client 加深客户对酒店的印象 present our facilities
6、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 relationship 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 Secu
7、rity (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 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 g
8、uests arrival and make sure the facilities running well.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,以确保参观路线上设施的运作正常 2.Consideration is to be exercised in regards to availability of guest rooms, peak time and meal periods in F & B outlets, 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。20 minutes10 minutes5 minutesTotal 75 minutes
