THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Answering the telephoneguest greetings SPG recognition
务 接听电话仕达屋优先顾客计划会员识标准
Code序号 RMRESD010 RMRESD011
Objectives： At the end of this session each trainee will be able to know the standard greeting for direct line and internal line and the greeting techniques and familiar on how to use STAR during greeting a phone call
目 课程结束时候学员应懂接听直线线电话标准
技巧喜登客服务满意标准
Standard ： Reservation sales agents will handle telephone calls by following STAR standards
1 All telephone calls will be responded within 3 rings in an audible suitable clear and professional manner
2 Incoming telephone calls will be responded with the proper greetings
3 Reservation lines will be attended at all times between 800am and 700pm Reservation calls will be answered within 3 rings using the correct greeting
SPG members are to be identified and given recognition by Reservation sales agents who will handle telephone calls by following STAR standards
1 Every incoming call from SPG members should be recognized Ensure every SPG member’s benefits are arranged prior to arrival according to different levels
标准 预订部销售文员喜登宾客满意计划标准接听电话：
1 电话应三声音量适宜速度适清晰专业方式接听
2 进电话适方式回答
3 预订部早8：00晚7：00会接听电话
确保进电话客确认否仕达屋优先顾客计划会员保证客达前客会员级作相应准备
Resources Flip Chart Handout telephone Pencil and A4 paper
培训器材 白板白板纸培训资料电话A4纸
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
容
Questions
提问
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we will answer the telephone everyday
开场白： 作名预订部销售文员天接听电话…
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The course should be divided into three parts
节课会分三部分讲解：
1 Standards greeting for direct line and internal line
直线线电话问候标准
2 Telephone Manner
电话礼仪
3 SPG Recognition Procedure
仕达屋优先顾客计划会员识程序
Who know hotel’s standards greeting
谁知道酒店问候标准？
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问
Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Direct Line 直线电话
Internal Line 线电话
SPG Guest calls 仕达屋优先顾客计划会员进电话
According the procedure
程序
Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
· Repeat the greeting standard for direct line and internal line
重复直线线电话问候标准
· SPG guest recognition Procedure repeat
仕达屋优先顾客计划会员识标准
Total 40 Minutes
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THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Answering the telephoneguest greetings SPG recognition
务 接听电话仕达屋优先顾客计划会员识标准
Code序号 RMRESD010 RMRESD011
Objectives： At the end of this session each trainee will be able to know the standard greeting for direct line and internal line and the greeting techniques and familiar on how to use STAR during greeting a phone call
目 课程结束时候学员应懂接听直线线电话标准
技巧喜登客服务满意标准
Standard ： Reservation sales agents will handle telephone calls by following STAR standards
1 All telephone calls will be responded within 3 rings in an audible suitable clear and professional manner
2 Incoming telephone calls will be responded with the proper greetings
3 Reservation lines will be attended at all times between 800am and 700pm Reservation calls will be answered within 3 rings using the correct greeting
SPG members are to be identified and given recognition by Reservation sales agents who will handle telephone calls by following STAR standards
1 Every incoming call from SPG members should be recognized Ensure every SPG member’s benefits are arranged prior to arrival according to different levels
标准 预订部销售文员喜登宾客满意计划标准接听电话：
1 电话应三声音量适宜速度适清晰专业方式接听
2 进电话适方式回答
3 预订部早8：00晚7：00会接听电话
确保进电话客确认否仕达屋优先顾客计划会员保证客达前客会员级作相应准备
Resources Flip Chart Handout telephone Pencil and A4 paper
培训器材 白板白板纸培训资料电话A4纸
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
容
Questions
提问
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we will answer the telephone everyday
开场白： 作名预订部销售文员天接听电话…
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The course should be divided into three parts
节课会分三部分讲解：
1 Standards greeting for direct line and internal line
直线线电话问候标准
2 Telephone Manner
电话礼仪
3 SPG Recognition Procedure
仕达屋优先顾客计划会员识程序
Who know hotel’s standards greeting
谁知道酒店问候标准？
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问
Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Direct Line 直线电话
Internal Line 线电话
SPG Guest calls 仕达屋优先顾客计划会员进电话
According the procedure
程序
Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
· Repeat the greeting standard for direct line and internal line
重复直线线电话问候标准
· SPG guest recognition Procedure repeat
仕达屋优先顾客计划会员识标准
Total 40 Minutes
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