饭店政府客人接待活动纲要

饭店政府客人接待活动纲要Task:GovernmentGuestHandling任务:政府客人接待Objectives:Attheendofthissession,eachtraineewillbeabletoensurethatGovernmenteventsbesmoothandsuccessful,andobtainmoresupportFromgovernment.目的:课程结束后，每个学员将能够成功顺利的接待政府活动，并得到政府部门的继续支持。Standard:Thesalesassociateandguestservicemanagerwillmeetandgreeteveryclientbookedthroughgovernmentuponarrival.Thekeypersonorimportantpersonscancontacteverydepartmentdirectly-onestopservice.Dependingonthesituation,thesalesassociatewiththeDirectorofSales&MarketingorwithExcommemberwillmeetandgreettheguestonarrival.Thesalesassociatewillmakepersonalortelephonecontactwiththeguestduringtheevent.Thesalesassociatewillseetheguestoffupondeparture.标准：销售部员工将与宾客服务经理一起迎接政府客人。重要地客人可以直接与个部门沟通。跟据不同的情况销售部员工将和市场销售总监一起或行政委员会成员一起迎接客人。销售部员工将在活动进行中电话或亲自拜访客人.销售部员工将在客离店时与客人道别。Resources：WhiteBoard,LCD,Flipchart培训器材：白板，LCD，翻转展示板Method培训方式TrainingSteps培训步骤Time时间Introduction介绍Question提问LectureAndexplanationProcedureinstruction讲解和展示程序BuzzGroup集体讨论Lecture讲解Lecture讲解Summary总结Self-introduction自我介绍Doesanyonewhatkindofclientsisourguest?谁知道我们酒店客人类型分为那几种？Guesttype:客人类型Commercialguest商务客人Travelagencygroup旅行社团队Meeting&Conference会议团体Government政府客人e)Walkinguest散客(UseLCDprovidedifferentkindofpersonstylerespectivelyexplain)运用LCD提供不同类型客人的样本Whatisthegovernmentproperty？政府客人的特点？Howcanwehandlingtheguestfromgovernment?我们如何接待来自政府的客人？Handlingstepwillbewrittenontheflipchart1:接待步骤写在翻转展示板上。Emphasizespecialproblemhandling特殊强调特殊问题处理Dividedtraineesintoseveralgrouptododiscussionthencritiqueafterdiscussion:将学员分成几组讨论然后评估whatisthedifferentbetweenthecommercialguestandgovernment?商务客人和政府客人的区别？Note:Alltheguestfromgovernmentareveryimportantpersons,needeverydepartmentsupport.Sometimethemayorwillbeattendtheevent.强调：所有的政府客人都是非常重要地，需要每个部门的支持和配合。市长有时将出席活动。Question:提问Howwillwehandlethebiggroupofgovernment?如何接待大的政府团体？Mentionedkeypointaboutthisquestion.对此问题提供几个主要的要点iftheeventis50paxabove,prepareworkingroomandparkingspace.超过50的团体要准备工作间和停车场Preparethedriver’smealorcouponandrestroom.准备司机的工作餐和休息室Preparethebannerbeforethegrouparrival.在客人到达前准备条幅。Handoutsaboutgovernmentstructureform.TheimportantpersonsofShenyang