酒店《接听电话／优先顾客计划会员识别标准》培训活动纲要

1、AHOTELXXX大酒店TRAININGACTIVITYOUTLINE培训活动纲要Task:Answeringthetelephone-guestgreetings/SPGrecognition任务：接听电话/仕达屋优先顾客计划会员识别标准Code 序号:RM-RES-D010/RM-RES-D011Objectives:Attheendofthissession,eachtraineewillbeabletoknowthestandardgreet ingfordirectlineandinternallineandthegreetingtechniquesandfamiliaronh ow

2、touseduringgreetingaphonecall.目的：在课程结束的时候，每个学员应懂得接听直线和内线电话的标准,技巧和喜来登对客服务满意标准Standard:Reservationsalesagentswillhandletelephonecallsbyfollowi ngstandards.Alltelephonecallswillberespondedwithin3rings,inanaudible,suitable ,clearandprofessionalmanner.In-comingtelephonecallswillberespondedwiththepropergr

3、eetings.Reservationlineswillbeattendedatalltimesbetween8:00amand7:,usin gthecorrectgreeting.SPGmembersaretobeidentifiedandgivenrecognitionbyReservati onsalesagentswhowillhandletelephonecallsbyfollowingstanda rds. sbenefitsarearrangedpriortoarrivalaccordingtodifferentlevels. 标准：预订部销售文员要按照喜来登宾客满意计划标准来

4、接听每.所有电话应在三声内以音量适宜，速度适当，清晰，专业的方 式接听。.打进来的电话要以适当的方式来回答。.预订部在从早上8: 00至晚上7: 00都会有人接听电话。确保与每个打进电话的客人确认是否是仕达屋优先顾客计划会员，以保证在客人到达之前按照客人的会员级别作好相应准备。Resources: FlipChart,Handout,telephone,PencilandA4paper.培训器材：白板，白板纸，培训资料，电话， A4纸。MethodTrainingStepsTime培训方式培训步骤时间Method培训方式TrainingSteps培训步骤Time时间Introduction介绍

5、Lecture教学式PreparedonFlipChartContents内容Questions提问Lecture&Explanation 教学式与讲解Demonstration展小Practice-RolePlay 练习-角色扮演Critique评估Summary总结Show (Objectives)显示课程目的Prologue:AsaReservationsSalesAgent,wewillanswerthetel ephoneeveryday.开场白：作廿-名预订部销售文员我们每天都要接听电话Sotheobjectivesofthissessionis:Olbjeetivesofthis

6、TAO)今天这堂课的目的是：(参考标准与程序Thecourseshouldbedividedintothreeparts:这节课会分为三个部分来讲解：Standardsgreetingfordirectlineandinternalline.直线和内线电话的问候标准。TelephoneManner.电话礼仪SPGRecognitionProcedure.仕达屋优先顾客计划会员识别程序Whoknowhotel sstandardsgreeting有谁知道酒店的问候的标准将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。请参与者为客人，给其讲解步骤

7、，作展示之后，回顾 白板纸上的内容，并讨论每一个步骤。Eachtraineepracticesfirstasguest,thenasReservationSales Agent.每一个学员先作客人，后作预订部销售文员CaseExample 案例：DirectLine直线电话InternalLine内线电话SPGGuestcalls仕达屋优先顾客计划会员打进的电话Accordingtheprocedure.按照程序。ReviewKeyPoints:回顾要点：Askquestionsandhaveparticipantexplainthestandarda nditsimportance.提问并请参与者解释标准及其重要性Summarizecritiquepointsapplicabletoentiregroup总结评估过程中对整组有用的要点5Minutes2Minutes15Minutes3Minutes10Minutes5MinutesTotal40MinutesMethod培训方式TrainingSteps培训步骤Time时间3. Reinforceanddiscussthepoint:加强并讨论以下要点