SHERATON SHENYANG LIDO HOTEL
沈阳丽喜登饭店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task： VIP Guest Handling
务 贵宾接
Code 序号： OHSMRMD103
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 课程结束学员够提高指导方针授权销售员工
必时候客提供VIP 客接标准
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 销售部员工授权适时候予客VIP 遇接标准
必须酒店标准特殊求必须市场总监总理批准贵宾
店前销售部员工通知关部门前台宾客服务理起重新确认
客求销售部员工市场销售总监起客达时迎接销售部
员工客住期间客问候客离店时客道
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
破僵局
Introduction
介绍
Prepared on Flipchart
白板准备
Music
音乐
Prologue ：开场白
This training about the VIP guest handling Who know what is VIP guest
节课关贵宾接谁知道什贵宾？
2 minutes
10 minutes
Lecture Contents
讲解容
Role Play
角色扮演
Critique 评估
Summary
总结
all answers will be written on the whiteboard then showing the right answer ( be written in the flipchart 1)
答案写白板然学员展示标准答案
Qualified VIP guest include 贵宾包括：
Ø State head 国家员
Ø Government official 政府官员
Ø Travel agency key person 旅行社
Ø Senior corporate guest 高级商务客
WIFM ( Objectives)
中获什？(题)
Can extend VIP set up at customer contact point under necessary circumstances
必情况客提供贵宾遇
Ø Show VIP guest handling procedures on prepared flipchart 2 explain reason for each step
翻转展示板展示贵宾接程序逐条讲解
Ø Ask trainees to comment and question on each step
学员征求意见提问
Divided trainees in two group to do role play
讲学员分两组做角色扮演
VIP guest handling 贵宾接
Separate two team One is VIP guest贵宾
One is the sales associate 贵宾
( Case example A VIP guest will arrival on 1400 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)
(案例贵宾午2：00 达酒店惠
普公司中华区行政理秘书预订豪华套房费公司付费时市长达第二天开会两名助理起位理SPG 会员两助理
会员 酒店销售理请问需准
备什接位贵宾
First from trainees and then trainer先学员训导师
Review all key points
回顾点
Homework if two or three VIP guests arrival on same time how do we handle
家庭作业： 果两两贵宾客时
20 minutes
15 minutes
5 minutes
10 minutes
Total 62 minutes
达接？
Handouts S&P about VIP guest handling
分发学资料 (贵宾接标准程序)
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
沈阳丽喜登饭店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task： VIP Guest Handling
务 贵宾接
Code 序号： OHSMRMD103
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 课程结束学员够提高指导方针授权销售员工
必时候客提供VIP 客接标准
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 销售部员工授权适时候予客VIP 遇接标准
必须酒店标准特殊求必须市场总监总理批准贵宾
店前销售部员工通知关部门前台宾客服务理起重新确认
客求销售部员工市场销售总监起客达时迎接销售部
员工客住期间客问候客离店时客道
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
破僵局
Introduction
介绍
Prepared on Flipchart
白板准备
Music
音乐
Prologue ：开场白
This training about the VIP guest handling Who know what is VIP guest
节课关贵宾接谁知道什贵宾？
2 minutes
10 minutes
Lecture Contents
讲解容
Role Play
角色扮演
Critique 评估
Summary
总结
all answers will be written on the whiteboard then showing the right answer ( be written in the flipchart 1)
答案写白板然学员展示标准答案
Qualified VIP guest include 贵宾包括：
Ø State head 国家员
Ø Government official 政府官员
Ø Travel agency key person 旅行社
Ø Senior corporate guest 高级商务客
WIFM ( Objectives)
中获什？(题)
Can extend VIP set up at customer contact point under necessary circumstances
必情况客提供贵宾遇
Ø Show VIP guest handling procedures on prepared flipchart 2 explain reason for each step
翻转展示板展示贵宾接程序逐条讲解
Ø Ask trainees to comment and question on each step
学员征求意见提问
Divided trainees in two group to do role play
讲学员分两组做角色扮演
VIP guest handling 贵宾接
Separate two team One is VIP guest贵宾
One is the sales associate 贵宾
( Case example A VIP guest will arrival on 1400 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)
(案例贵宾午2：00 达酒店惠
普公司中华区行政理秘书预订豪华套房费公司付费时市长达第二天开会两名助理起位理SPG 会员两助理
会员 酒店销售理请问需准
备什接位贵宾
First from trainees and then trainer先学员训导师
Review all key points
回顾点
Homework if two or three VIP guests arrival on same time how do we handle
家庭作业： 果两两贵宾客时
20 minutes
15 minutes
5 minutes
10 minutes
Total 62 minutes
达接？
Handouts S&P about VIP guest handling
分发学资料 (贵宾接标准程序)
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档