酒店《促销》培训活动纲要

1、A HOTELXXX大酒店Task:任务：Code序号Objectives目的：Standard :标准:TRAINING ACTIVITY OUTLINE 培训活动纲要Upselli ng促销:RM-RES-P100At the end of this sessi on reservati on sales age nt will beknowing how to grasp every opportunity to upsell hotel' sroom and service.在课程结束的时候预订部销售文员应懂得怎样抓住一切时机高卖酒店房间和其他效劳。All Reservatio

2、ns Sales Agents will up sell to higher rate roomswherever possible and look for opport un ities to sellother hotel services and facilities.预订部销售文员应寻找一切时机高卖房间及酒店的其他效劳。Resources: Flip Chart, Han dout.培训器材:白板，白板纸，培训资料培训方式Introduction介绍Lecture教学式Prepared on FlipChart时间培训步骤Show “ (Objectives) 5 Minutes 显

3、示课程目的Prologue: As a Reservations Sales Agent, wewill answer the telephone everyday.开场白：作为一名预订部销售文员我们每天都要接 听 ?So the objectives of this session is: ? (Refer toObjectives of this TAO)今天这堂课的目的是： ( 参考标准与程序The course should be divided into six parts: 这节课会分 为六个局部来讲解：Contents 内容Brainstorm促销技巧2. Improving c

4、aller satisfaction 提高客人满意程度3. Elements of selling销售元素2 Minutes4. Adding Value to the Transaction附加价值50 Minutes5. Classic Closes sensory reassurancetestimonial建议使用的结束语Method培训方式Training Steps 培训步骤Time时间集思广益6. Difference betwee n bus in ess and leisureLecture &travelerExpla nati on商务客人与休闲客人的区别教学式与

5、讲解What kind of way we can use whe n we upsell我们可以用Dem on strati on什么样的方式促销房间展示Show steps on prepared flipchart. Expla in reas on for eachstep. Ask train ees to comme nt and questio n on each step.将所有程序的主要内容事先写在准备好的白板纸上，逐Practice - Role步作以讲解，在讲解过程中要不时请学贝发表建议并提Play问。练习-角色扮演Ask participa nt to be a gue

6、st. Show each step. Afterdem on stratio n. Refer back to flipchart and review / discusseach step.请参与者为客人，给其讲解步骤，作展示之后，回 顾白板纸上的内容，并讨论每一个步骤。Each trainee practices first as guest, the n as Reservatio nSales Agent.3 Mi nutes10 Mi nutes5 Mi nutesMethod培训方式Training Steps 培训步骤Time时间Critique评估Summary总结每一个学员

7、先作客人，后作预订部销售文员Case Example 案例：Guest is a high positi on pers on of acompa ny, whe n he makes reservati on you find he is potential to upsell to executive floor.客人是某一公司的高级职员你发现你很有可能将房间卖到豪华楼层。Guest makes reservatio ns, you find guest want book a big room can maki ng in terview in the room, so you upse

8、ll to superior room.客人预订房间并想在房间内作面试，你很有 可能促销房间至豪华套房。Accord ing the procedure.按照程序。Review Key Poin ts:回忆要点：1. Ask questi ons and have participa nt expla in the sta ndardand its importa nee.Total 75 Minu tesMethod培训方式Training Steps 培训步骤Time时间2. Summarize critique points applicable toentire group总结评估过程中对整组有用的要点3. Rein force and discuss the point: 力口强并讨论以卜要点：Skills of Upselling 促销技巧Improvi ng caller satisfacti on提咼客人满意程度Eleme nts of selli ng销售元素Adding Value to the Tr