上海某国际联号培训资料-贵宾接待（中英文）.docx

上海某国际联号培训资料-贵宾接待

Task： VIP Guest Handling
任务: 贵宾接待

Code 序号： OH-SM-RM-D103

Objectives: At the end of this session, each trainee will be able to provide guideline and empower sales associate to extend VIP set up at customer contact point under necessary circumstances.
目的: 课程结束后，每个学员将能够提高指导方针和授权每一个销售员工在必要的时候向客人提供VIP 客人接待标准。

Standard：All sales associates are empowered to extend VIP set up to qualified VIP guest. VIP set up can be offered on VIP set up categories. Special requests will be approved by GM or Hotel Manager. Before the VIP guest arrival, the sales associate will brief every department, double check with Guest Service Manager. The sales associate will meet and greet the top level VIP guest with Director of Sales & Marketing or Excom member on arrival. The sales associate will make personal or telephone contact with the VIP guest during the guest stay. The sales associate will see the VIP guest off upon departure.
标准：每个销售部员工将被授权在适当的时候给予客人VIP 待遇。接待标准必须按照酒店标准。特殊的要求必须经市场总监和总经理批准。贵宾到店前，销售部员工将通知有关部门并与前台宾客服务经理一起重新确认客人要求。销售部员工将市场销售总监一起在客人到达时迎接。销售部员工将在客人如住期间向客人问候并在客人离店时与客人道别。
Resources： LCD, Flip Chart, OHP
培训器材: LCD, 翻转展示板，幻灯机

Method
培训方式
Training Steps
培训步骤
Time
时间
Ice break
打破僵局

Introduction
介绍
Prepared on Flipchart
在白板上准备好

Lecture Contents
讲解和内容

Role Play
角色扮演

Critique 评估

Summary
总结

Music
音乐

Prologue ：开场白
This training about the VIP guest handling. Who know what is VIP guest?
这节课是关于贵宾接待，谁知道什么是贵宾？

all answers will be written on the whiteboard, then showing the right answer ( be written in the flipchart 1)
所有的答案将写在白板上，然后向学员展示标准答案
Qualified VIP guest include: 贵宾包括：
Ø State head 国家要员
Ø Government official 政府官员
Ø Travel agency key person 旅行社要人
Ø Senior corporate guest 高级商务客人
W.I.F.M: ( Objectives)
我们能从中获得什么？(主题)
Can extend VIP set up at customer contact point under necessary circumstances.
可以在必要的情况下向客人提供贵宾待遇。

Ø Show VIP guest handling procedures on prepared flipchart 2， explain reason for each step
用翻转展示板展示贵宾接待程序,逐条讲解
Ø Ask trainees to comment and question on each step.
向学员征求意见并提问
Divided trainees in two group to do role play:
讲学员分为两组做角色扮演
VIP guest handling 贵宾接待
Separate two team: One is VIP guest一个是贵宾，
One is the sales associate 一个是贵宾，

( Case example: A VIP guest will arrival on 14:00 pm, he is from HP company as a Executive Manager with Great China, his secretary booked a deluxe suite for him and all charge will pay for his company, this time he will has a meeting with Shenyang Mayor on second day, also have two assistant taking care of him. He isn’t a member of SPG, but his assistant are member of this program. you are a sales manager what need you prepare and how do you handle this case?)
(案例；一个贵宾将在下午2：00 ，到达酒店，他是惠
普公司大中华地区的行政经理，，他的秘书为他预订了一个豪华套房，所有的费用将由公司付费，同时他将与市长在到达的第二天开会，他有两名助理与他一起来，这位经理不是SPG 的会员，而他的两个助理是
我们的会员。 你是酒店的销售经理，请问你需要准
备什么，如何接待这位贵宾。

First from trainees and then trainer.先学员后训导师

Review all key points
回顾要点

Homework: if two or three VIP guests arrival on same time, how do we handle ?
家庭作业： 如果两个或两个以上的贵宾客人同时到
达你如何接待？
Handouts: S&P about VIP guest handling .
分发学习资料 (贵宾接待的标准和程序)
2 minutes

10 minutes

20 minutes

15 minutes

5 minutes

10 minutes

Total: 62 minutes