著名国际五星级酒店培训教材大全(中英对照)

1、著名国际五星级酒店集团培训教材大全目录 TOC o 1-3 h z u HYPERLINK l _Toc258572495 Task: Account Files 任务: 客户档案 PAGEREF _Toc258572495 h 3 HYPERLINK l _Toc258572496 Task: Account Management任务: 客户管理 PAGEREF _Toc258572496 h 5 HYPERLINK l _Toc258572497 Task 任务：Suppliers File 供给商档案 PAGEREF _Toc258572497 h 7 HYPERLINK l _Toc2

2、58572498 Task: Brand Identity任务： 品牌一致 PAGEREF _Toc258572498 h 10 HYPERLINK l _Toc258572499 Task 任务：COMPETITORS SURVEY 竞争对手调查 PAGEREF _Toc258572499 h 12 HYPERLINK l _Toc258572500 Task 任务：Strategic Sales Plan 销售策略方案 PAGEREF _Toc258572500 h 14 HYPERLINK l _Toc258572501 Task: Standard Letters任务： 标准信函 PA

3、GEREF _Toc258572501 h 16 HYPERLINK l _Toc258572502 Task: Daily Sales Briefing任务： 每日销售会议 PAGEREF _Toc258572502 h 18 HYPERLINK l _Toc258572503 Task 任务：Initial Sales Call 初次拜访 PAGEREF _Toc258572503 h 20 HYPERLINK l _Toc258572504 Task: Daily Sales Calls任务： 每日销售拜访 PAGEREF _Toc258572504 h 22 HYPERLINK l _

4、Toc258572505 Task: Joint Sales Call 任务： 联合销售拜访 PAGEREF _Toc258572505 h 24 HYPERLINK l _Toc258572506 Task 任务：Communication 沟通与合作 PAGEREF _Toc258572506 h 26 HYPERLINK l _Toc258572507 Task 任务：FOLLOW UP ACTION 活动跟进 PAGEREF _Toc258572507 h 28 HYPERLINK l _Toc258572508 Task: Hotel Inspection 任务： 店内参观 PAGE

5、REF _Toc258572508 h 30 HYPERLINK l _Toc258572509 Task 任务： PRODUCT KNOWLEDGE 产品知识 PAGEREF _Toc258572509 h 32 HYPERLINK l _Toc258572510 Task 任务：SPP 仕达屋优先方案者方案 PAGEREF _Toc258572510 h 34 HYPERLINK l _Toc258572511 Task: Leads Management任务: 信息资源管理 PAGEREF _Toc258572511 h 36 HYPERLINK l _Toc258572512 Task

6、 任务：Corporate Design Guideline 集团设计标准 PAGEREF _Toc258572512 h 38 HYPERLINK l _Toc258572513 Task 任务：Marketing Communications Monthly Presentation 公关部月度汇报展示 PAGEREF _Toc258572513 h 40 HYPERLINK l _Toc258572514 Task 任务：Database Management 数据库管理 PAGEREF _Toc258572514 h 42 HYPERLINK l _Toc258572515 Task

7、任务：Photo Library 图片库 PAGEREF _Toc258572515 h 45 HYPERLINK l _Toc258572516 Task 任务：Collateral library 宣传资料库 PAGEREF _Toc258572516 h 48 HYPERLINK l _Toc258572517 Task 任务：Inventory Check 库存检查 PAGEREF _Toc258572517 h 50 HYPERLINK l _Toc258572518 Task 任务： Office Equipment 公关部设备管理 PAGEREF _Toc258572518 h

8、52 HYPERLINK l _Toc258572519 Task 任务：Media Interview 会见媒体 PAGEREF _Toc258572519 h 55 HYPERLINK l _Toc258572520 Task 任务：Media Call 拜访媒体人士 PAGEREF _Toc258572520 h 57 HYPERLINK l _Toc258572521 Task 任务：Site inspection 参观饭店 PAGEREF _Toc258572521 h 59 HYPERLINK l _Toc258572522 Task 任务： Monthly Press Lunch

9、eon 月度媒体人员午餐会 PAGEREF _Toc258572522 h 61 HYPERLINK l _Toc258572523 Task 任务：Press Conference 新闻发布会 PAGEREF _Toc258572523 h 64 HYPERLINK l _Toc258572524 Task 任务：Press Release 发布酒店新闻 PAGEREF _Toc258572524 h 67 HYPERLINK l _Toc258572525 Task 任务：Public inquiry 回复咨询 PAGEREF _Toc258572525 h 69 HYPERLINK l

10、_Toc258572526 Task 任务：Press Clipping 剪报 PAGEREF _Toc258572526 h 71 HYPERLINK l _Toc258572527 Task 任务：Collateral Production 制作宣传品 PAGEREF _Toc258572527 h 73 HYPERLINK l _Toc258572528 Task： VIP Guest Handling任务: 贵宾接待 PAGEREF _Toc258572528 h 75 HYPERLINK l _Toc258572529 Task: Standard Forms任务: 标准表格 PAG

11、EREF _Toc258572529 h 77 HYPERLINK l _Toc258572530 Task : Sales Administration任务: 办公室行政管理 PAGEREF _Toc258572530 h 79 HYPERLINK l _Toc258572531 Task: Office Review任务: 办公室核查 PAGEREF _Toc258572531 h 81 HYPERLINK l _Toc258572532 Task: Action Plan任务： 活动方案 PAGEREF _Toc258572532 h 83 HYPERLINK l _Toc2585725

12、33 Task: Business Trip Standard任务： 商务旅行标准 PAGEREF _Toc258572533 h 85 HYPERLINK l _Toc258572534 Task: Sales & Marketing Meeting任务: 市场销售会议 PAGEREF _Toc258572534 h 87 HYPERLINK l _Toc258572535 Task ： Group Handling题目： 团队接待 PAGEREF _Toc258572535 h 89 HYPERLINK l _Toc258572536 Task: Government Guest Hand

13、ling 任务: 政府客人接待 PAGEREF _Toc258572536 h 91 HYPERLINK l _Toc258572537 Task: Group Reservation任务:团队预订 PAGEREF _Toc258572537 h 93 HYPERLINK l _Toc258572538 Task:End of Shift Procedures / Morning Shift Procedure 任务:下班程序 / 早班程序 PAGEREF _Toc258572538 h 95 HYPERLINK l _Toc258572539 Task: Working Area Maint

14、aining任务:工作区域维护 PAGEREF _Toc258572539 h 97 HYPERLINK l _Toc258572540 Task:Booking Confirmation任务:确认信 PAGEREF _Toc258572540 h 98 HYPERLINK l _Toc258572541 Task:Reporting任务:打印报告 PAGEREF _Toc258572541 h 100 HYPERLINK l _Toc258572542 Task:Filing 任务:存档 PAGEREF _Toc258572542 h 102 HYPERLINK l _Toc25857254

15、3 Task:Processing Busy Line 任务: 占线的处理程序 PAGEREF _Toc258572543 h 104 HYPERLINK l _Toc258572544 Task:Taking Message任务: 留言 PAGEREF _Toc258572544 h 106 HYPERLINK l _Toc258572545 Task:Guest Name任务:客人名字 PAGEREF _Toc258572545 h 108 HYPERLINK l _Toc258572546 Task:Guest History Profiles任务:客人档案管理 PAGEREF _Toc

16、258572546 h 110 HYPERLINK l _Toc258572547 Task:Answering the telephone-guest greetings/ SPG recognition任务:接听 /仕达屋优先顾客方案会员识别标准 PAGEREF _Toc258572547 h 112 HYPERLINK l _Toc258572548 Task:Checking Availability 任务:查看可卖房 PAGEREF _Toc258572548 h 114 HYPERLINK l _Toc258572549 Task:Taking Reservation / Same

17、 day Reservations任务:作预订/ 当天预订 PAGEREF _Toc258572549 h 116 HYPERLINK l _Toc258572550 Task:Guaranteed Arrival 任务:担保预定 PAGEREF _Toc258572550 h 118 HYPERLINK l _Toc258572551 Task:No Show任务:预订未到 PAGEREF _Toc258572551 h 120 HYPERLINK l _Toc258572552 Task:Amendments and Cancellations任务:更改和取消预订 PAGEREF _Toc

18、258572552 h 122 HYPERLINK l _Toc258572553 Task:VIP Booking 任务:贵宾预订 PAGEREF _Toc258572553 h 124 HYPERLINK l _Toc258572554 Task:Airport Transfer & Limousine Booking任务:接送机和租用车效劳 PAGEREF _Toc258572554 h 126 HYPERLINK l _Toc258572555 Task:Special Requests & Trace Function任务:特殊要求及跟踪效劳 PAGEREF _Toc25857255

19、5 h 128 HYPERLINK l _Toc258572556 Task:Next Arrival Report Checking任务:检查第二天预抵客人报表 PAGEREF _Toc258572556 h 130 HYPERLINK l _Toc258572557 Task:Choice Program任务:选择方案 PAGEREF _Toc258572557 h 132 HYPERLINK l _Toc258572558 Task:Room Blocking任务:锁房 PAGEREF _Toc258572558 h 134 HYPERLINK l _Toc258572559 Task:

20、Overbooking任务:超额预订 PAGEREF _Toc258572559 h 136 HYPERLINK l _Toc258572560 Task:Waiting List & Recommend other hotel任务:等候名单和推荐其他酒店 PAGEREF _Toc258572560 h 138 HYPERLINK l _Toc258572561 Task:CI & M Inquiry任务:会议及宴会预订需要 PAGEREF _Toc258572561 h 140 HYPERLINK l _Toc258572562 Task:Restaurant Booking任务:餐厅预订

21、PAGEREF _Toc258572562 h 142 HYPERLINK l _Toc258572563 Task:Handling Complaints 任务:处 理 客 人 投 诉 PAGEREF _Toc258572563 h 144 HYPERLINK l _Toc258572564 Task:Build Rapport with key booker任务:与订房人建立良好关系 PAGEREF _Toc258572564 h 146 HYPERLINK l _Toc258572565 Task:Check-In / Check Out Times, Early Arrival and

22、 Late Departure.任务:登记和结帐时间, 提前抵店和推迟离开。 PAGEREF _Toc258572565 h 147 HYPERLINK l _Toc258572566 Task:Extra Persons任务:超额人员 PAGEREF _Toc258572566 h 149 HYPERLINK l _Toc258572567 Task:Closed out periods任务:预订截止日期 PAGEREF _Toc258572567 h 151 HYPERLINK l _Toc258572568 Task:Blacklist任务:黑名单 PAGEREF _Toc2585725

23、68 h 153 HYPERLINK l _Toc258572569 Task:Credit Procedures 任务:信用要求 PAGEREF _Toc258572569 h 155 HYPERLINK l _Toc258572570 Task:Product Knowledge任务:酒店设施 PAGEREF _Toc258572570 h 157 HYPERLINK l _Toc258572571 Task:Physically Challenged Facilities任务:残疾人设施 PAGEREF _Toc258572571 h 159 HYPERLINK l _Toc258572

24、572 Task:Rate Structure 任务:价格构成 PAGEREF _Toc258572572 h 160 HYPERLINK l _Toc258572573 Task:Upselling任务:促销 PAGEREF _Toc258572573 h 162 HYPERLINK l _Toc258572574 Task:Oprea Knowledge任务:电脑知识 PAGEREF _Toc258572574 h 164 HYPERLINK l _Toc258572575 Task:Knowledge of Telephone Contact Number / Local Informa

25、tion任务: 交流知识 / 当地旅游信息 PAGEREF _Toc258572575 h 166 HYPERLINK l _Toc258572576 Task:Toll Free Number & International equerries 任务:免费 和国际长途 PAGEREF _Toc258572576 h 168 HYPERLINK l _Toc258572577 Task:SPG Program 任务:仕达屋优先顾客方案会员 PAGEREF _Toc258572577 h 170Task: Account Files 任务: 客户档案Code 序号: OH-SM-CS-A001O

26、bjectives: At the end of this session, each trainee will be able to working data and Plans exist for all key accounts and key prospects.目的: 课程结束后每一个学员能够独立完成所有客户档案。 Standard: A separate file will be maintained for each key account and key prospect.标准： 每个重要 客户和有潜在生意的客户将建立不同的客户档案。Resources: LCD / Accou

27、nt file forms from Delphi.培训器材： LCD / Delphi 系统中的客户档案表格Method培训方式Training Steps培训步骤Time时间Introduction介绍 Introduction介绍Lecture 教学式运用LCDExplanation and demonstration讲解与展示 Buzz Group列举不同的市场配合不同颜色Test andSummary总结Question to test the trainees level:提问学员：What are Account Files?什么是客户档案？Customer interview

28、/ 客户访问Customer profile / 客户描述Action Plan / 活动方案Action and Selection criteria / 方案和选择标准Running Call Report / 经营报告Inquiry & Booking Forms (on group business) / 预订单Note: the key account and key prospect files must be updated every three months.提示：重要客户和有潜在生意的客户档案必须每三个月更新一 次。The course should divided in

29、two parts: What is Account Files?What is function of Account Files?课程将分为两局部: 什么是客户档案？ 客户档案的作用是什么？我们将从中学到什么？Notify not doing like this will result in duplicate work and even worse.你将减少重复的工作。Customer interviews are in-depth reports covering : 同客人的联络包含在销售报告中。Information required to complete the Custome

30、r Profile完成客户档案需要信息Information required to do a selection criteria rating标准价格的选择也需要信息Information required to determine the customers habits, relationships, expectations, needs, desires and solution of problems客人的喜欢，关系，期待，需要，要求和要解决的问题The above is obtained through the questioning technique and recorde

31、d free form通过问卷和平时的有技巧的询问获得信息Customer Profile forms can be developed for manual systems like Opera or they can be provided by a computerized system like Delphi. 客人档案表格来自与不同的电脑处理系统，象Opera或 Delphi 系统。Rate each account using the Action Criteria developed. This will establish future call objectives. 建立将

32、来拜访目标，每一个客户价格将使用活动标 准。Rate each account using the Selection Criteria developed for that segment. 每一个客户的价格标准将依据它的区域划分。Color coding files by Key Accounts, Key Prospects and Other Active Files will prove useful. 将按颜色来鉴别重要客户，潜在生意客户和其他行为档 案Files will be kept alphabetically, within geographic areas if nec

33、essary. 如果有必要客户档案将按字母或地理区域划分。If an organization has more than one defined meeting/program, it is possible to have a file on each meeting/program, especially if the contact surface is different. 如果一个公司组织两个或以上的活动，特别是联络人不同， 一定要分开客户档案All other correspondence on/with the account will also be placed in th

34、is file. 所有与该客户有关的资料都要放置在同一个档案中。 Divided trainees into several groups to do discussion then critique after discussion.将学员分成组讨论然后进行评估。Ask question:提问：What is the good account file?(give a example)好的客户档案是什么样的？(看样本)(Emphasis the account files must be updated every month)重点强调客户档案必须每月更新一次。Review key poin

35、ts 回忆要点10 minutes10 minutes20 minutes15 minutes10 minutesTotal 65 minutesTask: Account Management任务: 客户管理Code序号: OH-SM-CS-A002Objectives：At the end of this session, each trainee will be qualify his / her accounts In terms of account base.目的: 课程结束后每个学员都将能够独立管理自己的客户。 Standard: Ensure the most account

36、and their importance to the overall profit objectives is identified.标准: 确保明确了解更多数客户及其价值目的。Resources: LCD / Account file forms from Delphi White board, Marker.培训器材: LCD / 客户档案表格，白板，白板笔。Method培训方式Training Steps培训步骤Time时间Introduction介绍Lecture F / C 1教学式Exercise练习Lecture / OHP 1教学式Test测试Summary总结Demonst

37、ration with LCD 运用LCD展示Exercise 练习The course should divided in two parts:课程将分为两局部：Account type 客户管理？Account manage 怎样管理客户W.F.I.M:我们将从中获得什么？Effective and affective. Easy to work高效快速，便于工作All account type be written in the flipchart (1) and showing to trainees ( refer to S&P)所有的客户类型事先写在白板上给学员展示所有的客户类型

38、(参照标准和程序)commercial account / Overseas & demostic商务客户境外及本地travel agency 旅行社government 政府SPG member 仕达屋优先宾客方案会员PICO / CIM /ICCA专业会议活动筹划机构GP/SP account 全球及亚洲客户 Frequent walk in guest散客Question: 提问How can we separate the key account and potential account? 如何区分重要客户和有潜在生意的客户？Divided trainees into several

39、 group to do discussion then critique after discussion.分小组进行讨论然后进行评估。Answer: ( OHP 1) Key account - the accounts that provide 80% of this figure and / or meet the selection criteria rating .提供占销售总额80% 的客户或是以较好价格在酒店消费的客户称为重要客户Prospects - accounts that are currently not buying but meet the selection c

40、riteria rating .暂时在饭店没有消费，但有能力以较好价位在饭店消费的客户称为潜在客户。Review all key points.回忆要点Break 5 minutesExplain how do account manage?解释如何进行客户管理？showing to trainees and sum up the key point from the S&P展示给学员所有的标准和程序并总结要点。Review the main points of Account Management复习客户管理的主要要点。5 minutes20 minutes15 minutes5 minut

41、es10 minutes10 minutes5 minutesTotal 70 minutesTask 任务：Suppliers File 供给商档案 Code 序号： OH-SM-CS-A003Objectives目的：At the end of this session, each trainee will be able to know how to set suppliers file and arrange it.在培训结束之后，每位受训者都应能够建立并管理供给商档案。Standard标准 : Refer to S&P standard Resources培训器材: Clip Cha

42、rt, Overhead Projector, Hand Out. 白板，投影仪，培训资料 Method培训方式Training Steps培训步骤Time时间Introduction介绍Discuss 讨论Prepare on the Clip Chart, show the topic of this session准备白板，写出本节内容Contents内容Lecture 讲解Group Discuss 分组讨论Lecture讲解Example举例Lecture讲解Overhead projector投影仪Lecture讲解5. Summary 总结Show “W.I.F.M.(objec

43、tive)说明从此课所能学到的内容(目标)Q1: Can the hotel offer all the request of catering client about the facilities? 饭店是否能为客人提供他们所需要的所有设备设施？Q2: Is anyone have the experience that hotel cant offer the facility for the guest because hotel without哪位曾经有过饭店不能提供某项效劳只因为饭店没有此样设备或设施？Q3: Normally what can you do when at thi

44、s situation.通常情况下您是如何来解决这样的问题的。Q4: You find what is the problem?您发现这样解决的问题在哪里？Q5: How can we do better?您是否曾经想过如何会做的更好？The course should be divided into four parts: 课程可分为四部份：1. The objection of making supplier file. 建立供给商档案的目的2. How to select the suppliers. 如何选择供给商。3. How to set up supplier file. 如何建

45、立供给商档案4. How to arrange the supplier file. 如何整理供给商档案1. The objection of making supplier file. 建立供给商档案的目的Perfect the sort of facility of hotel.完善饭店效劳设备、设施。Effective suggestion for the client.有效的为客人提供信息。Content client the additional request.满足客人的额外要求。1: What is the problem when we use the supplier?当使用

46、供给商时通常情况下会有 什么样问题？2: How will the client tread the supplier as when we suggest a supplier to them.客人将如何看待我们为其找到的供给商？3: What kind of situation need us to use supplier?什么样情况下需要我们使用供给商？2. How to select the suppliers. 如何选择供给商。The facility what we have not or only have a little.饭店不具备或数量少的效劳设施。The facilit

47、y what guest usually used.客人经常使用的的设施。The service that can keep respondence of hotel. 能与饭店效劳标准保持一致的。1. Give a list of what we have not or only a little facility. (Projector, Stage, etc.)例出饭店没有或数量较少的设备、设施。(如：投影、活动舞台等设备)2. Give a list of what kind of facility is the guest used usually?(Flip Chart, Whit

48、e Board, Microphone, etc.)例出客人经常使用设备、设施名单。(如：活页夹、白板、麦克风等) 3. How to set up supplier file. 如何建立供给商档案Determine the quality suppliers.确认合格供给商。Valid contact with each suppliers, and collect the information.有效的与所选定的供给商进行联络，并为供给商案收集相关信息。Each suppliers file will contain the following:Business filed / Numbe

49、rs of each objections / Quotation and negotiate / Employment record每个供给商案应包含以下内容经营范围/ 可提供产品数量/ 报价及合作价 联络人Show the example form for supplier file.展示供给商档案表格。4. How to arrange the supplier file. 如何整理供给商档案Make supplier record after each event, it will obtain the followingName of use company / The nature

50、 of the eventContact person / price and number / Client feedback应在每次使用供给商后进行记录，记录内容如下：使用公司 / 活动类别 / 公司联络人费及及使用数量 / 客人使用反应According to the suppliers that can not use usually, make contact whiling arrange the supplier files.不经常使用的供给商应在整理档案时进行联络沟通。If the client can not keep the respondence of hotel or

51、get complain form the client, will cancel it from the suppliers file.不符合饭店标准，或客人使用后不满意的供给商，应取消其档案。Take supplier used record, arrange supplier file once half a year, and report it to the DOSM.有关供给商使用情况，应在每半年整理档案时，向市场销售总监汇报。Review todays content.复习今日内容。Emphasis the key points.强调今日重点。Ask some question

52、about each point. 应重点问题提问。15min 10min5min30min5min5min5min5min5min5min15minTotal: 60minTask: Brand Identity任务： 品牌一致Code序号: OH-SM-CS-S003Objectives：At the end of this session, each trainee will be able to ensure the protection and correct use of brand identity by sales associates. 目的： 课程结束后，每一个学员将能够确

53、保保护和正确使用品牌。Standard：This policy will maintain the consistency and clarify of the St.Regis brand. It is the responsibility of the Director of Sales & Marketing to guard the correct use of brand identity that is a key component to the continued momentum of the brands success. The brand identity graphi

54、cs standard is to be applied and used to ensure consistent application without compromise.标准： 这个政策将保持持续及使瑞吉品牌更清楚。 正确使用品牌是确保品牌成功的重要元素之一。 品牌鉴别标准是要保持品牌使用要前后一致。 Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG, SPP or Star Choice Form培训器材： 白板， 翻转展示板，销售资料夹，礼品，SPG 表格Method培训方式Training Steps培训步骤

55、Time时间IntroductionIce break介绍打破僵局 Raise interests提快乐趣Lecture F/CAnd Buzz group讲解和集体讨论提问Summary总结Classic music and the trainer is in uniform of sales manager standing straightly and smile.高雅经典的音乐，训导师着销售经理制服站直，微笑。Self-introduction and give a warm welcome.自我介绍向学员表示欢送。Question to test the trainees level

56、:Does anyone know what kind of brand in Starwood Hotels and Resortse ?提问学员：谁知道在仕达屋集团有多少给酒店品牌？Answer:gis / Westin / Sheraton / Four Points / W hotel / Luxury collection Every associate must be know all the brand under Starwood Hotels and Resorts强调：酒店内任何一名员工都必须知道仕达屋酒店集团的所有品牌酒店。W.I.F.M: 我们从中能获得什么？We wi

57、ll know all brand under the Starwood Hotels and Resorts and can get more confidence when we do sales calls or interview clients. Because all the brand must be market leader in hotel industry.我们将了解所有仕达屋旗下的所有品牌，当我们同客户见面时获得更多的信心，因为每个品牌都是酒店行业的佼佼者。Divided trainees into several groups to discuss then crit

58、ique after discussion. (How can we present our brand in our service?) all examples will show to trainees.( SPG, Giveaway, Star choice sales kits etc.) (F/C 1)将学员分为几组讨论然后评估 ,展示样品。(我们如何在效劳中向客人展示我们的品牌？)Question:Expect hotel brand identity, what other need we know as a sales person?除了品牌一致，作为销售人员我们还需要了解什

59、么？all answers will be prepared before this session, through LCD demonstration .所有的答案将事先准备好，运用LCD 展示。Review all key points which are listed on flip chart .回忆翻转展示板上的要点。(F/C 2 )Remarks: Every associates must be take responsibility to develop our hotel brand in any time.提示： 每个员工任何时候都将有责任推广酒店品牌。10 minute

60、s10 minutes20 minutes10 minutes10 minutesTotal 60 minutesTask 任务：COMPETITORS SURVEY 竞争对手调查 Code 序号： OH-SM-CS-A004Objectives目的：At the end of this session, each trainee will be able to: 培训结束后，每位受训者应能做到：Know the main part of competitors survey.了解竞争对手调查的主要内容。Record the competitors information.记录竞争对手调查信息