酒店《參觀飯店》培訓(xùn)活動(dòng)綱要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task 任務(wù)： Site inspection 參觀飯店Code序號(hào)： OH-SM-MC-D003Objectives 目的： At the end of this session, each trainee will be able to conduct inspection of hotel professionally.課程結(jié)束后，每個(gè)學(xué)員都能夠以專業(yè)的方式帶領(lǐng)客人參觀飯店的各項(xiàng)設(shè)施及介紹各項(xiàng)服務(wù)項(xiàng)目。Standard 標(biāo)準(zhǔn)： 1.Marketing Communications Manager

2、 will conduct inspection of hotel facilities to media personnel.公關(guān)部經(jīng)理將帶領(lǐng)媒體人士飯店參觀飯店的服務(wù)設(shè)施。2. Inspection of hotel facilities should be treated as a valid Media Call or Media Interview.參觀飯店服務(wù)設(shè)施將視為拜訪媒體人士或與媒體人士會(huì)面3. Marketing Communications Manager will be equipped a full knowledge of the hotel service and

3、 facility to introduce the hotel to the media personnel and answer inquiries raised.公關(guān)部經(jīng)理須熟悉了解飯店的服務(wù)設(shè)施， 介紹給參觀者并回答提出的問題。Resources培訓(xùn)器材： White board with mark pen, collateral白板、馬克筆、宣傳資料MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間Introduction- Show hotel service and facility to the trainees35Minutes介紹personally in

4、 hotel.35 分鐘親自為員工介紹飯店服務(wù)項(xiàng)目及設(shè)施( 最好在店內(nèi)講解 )- Distribute the relative collateral to trainees.Show each step onwhite board withmark pen在白板上寫清楚每個(gè)步驟將相關(guān)的宣傳資料分發(fā)給學(xué)員。- Introduce the media list for trainees to get general impression.向?qū)W員介紹媒體名單，以獲得初步印象。1.Upon requests, the MarCom Manager will brief the30minutespur

5、pose ofthe inspectionand detailsofthe30 分鐘inspectors on everyday Sales Briefing one day in advance. If a major media person is taking the siteinspection, MarCom. Manager will inform General Manager and Director of Sales & Marketing to meet and greet upon his / her arrival.接到參觀飯店的要求后，公關(guān)部經(jīng)理將在每日的部門

6、例會(huì)上向營(yíng)業(yè)總監(jiān)簡(jiǎn)要匯報(bào)參觀的目的和介紹參觀者。如果有重要的媒體人士將出席參觀飯店，公關(guān)部經(jīng)理會(huì)通知總經(jīng)理和市場(chǎng)銷售總監(jiān)在參觀者抵達(dá)時(shí)迎接問候。2. MarCom Coordinator will co-ordinate with Front Office associates, pre-determine number of rooms and room numbers and make sure they are vacant.公關(guān)助理將與前廳部員工協(xié)調(diào)，事先確定參觀的房間數(shù)及房間號(hào)，并確保房間為空房。3. MarCom Coordinator will prepare one set m

7、edia kit and give-away gift for each inspector and map out a routing for the inspection.公關(guān)部助理將為每一位參觀者準(zhǔn)備一份媒體宣傳資料和一份禮品，并制訂一條參觀的路線。4. MarCom Manager will meet the inspectors in the lobby and escort them throughout the inspection according to the pre-determined routing and give appropriate introduction

8、of hotel service and facilities to the inspectors and answer their inquiries.公關(guān)部經(jīng)理將與參觀者在大廳會(huì)面，陪同他們按原定路線參觀飯店并在參觀過程中介紹飯店服務(wù)設(shè)施以及回答參觀者的問題。5. MarCom Manager will distribute one set media kit and give-away gift to each inspector and see them off at the end of the inspection.公關(guān)部經(jīng)理會(huì)在參觀結(jié)束時(shí)給每個(gè)參觀者發(fā)一份飯店宣傳資料和一禮品。6

9、. MarCom. Manager will compile a Contact Report and submit to Director of Sales & Marketing, HotelManagerand GeneralManagernolaterthefollowing morning.公關(guān)部經(jīng)理將撰寫一份會(huì)面報(bào)告并在第二天早上前呈交給市場(chǎng)銷售總監(jiān)，飯店經(jīng)理和總經(jīng)理。7.MarCom. Manager willsend a courtesy letter ormake a phone callto the inspectors fortheirfeedback the following day.公關(guān)部經(jīng)理會(huì)在第二天發(fā)出一封禮節(jié)信函或打電話，了解參觀者對(duì)飯店的意見。Role play角色扮演-One trainee to be MC Manager, one to be VIP, to show the whole procedure, then give advice.20Minutes20 分鐘一個(gè)學(xué)員做公關(guān)部經(jīng)理，一個(gè)學(xué)員做貴賓，演習(xí)整個(gè)程