某酒店前臺營銷培訓(xùn)--深深一吻

1、http:/ 擁有龐大的管理資料庫Front Desk Sales前臺營銷前臺營銷Check Into Your Secret Sales Force發(fā)掘你潛在的營銷力發(fā)掘你潛在的營銷力Wyndham Hotel Group International Confidential & Proprietary InformationWorkshop Topics課程主題課程主題q Discovering Your Secret Sales Forceq 發(fā)現(xiàn)你潛在的營銷力發(fā)現(xiàn)你潛在的營銷力q Six Steps to Successful Sellingq 成功營銷的六個步驟成功營銷的六個

2、步驟q Selling Strategiesq 營銷策略營銷策略q Training Your Staff to Sellq 員工銷售培訓(xùn)員工銷售培訓(xùn)Wyndham Hotel Group International Confidential & Proprietary InformationHousekeeping Details課程細(xì)節(jié)課程細(xì)節(jié)Please silent your cell phones請將手機設(shè)置成靜音模式請將手機設(shè)置成靜音模式Please refrain from using personal laptop computers during class請不要在課

3、上使用電腦請不要在課上使用電腦Take restroom breaks when needed需要時可進行洗手間休息需要時可進行洗手間休息Ask questions & seek clarification提出問題并努力解決提出問題并努力解決Contribute to class discussion & participate in activities.積極參與課堂討論和活動積極參與課堂討論和活動Wyndham Hotel Group International Confidential & Proprietary InformationLunch午餐時間午餐時間S

4、moking Area吸煙區(qū)吸煙區(qū)Emergency Exits緊急出口緊急出口Window of Opportunity打開心扉，把握機會打開心扉，把握機會Housekeeping Details課程細(xì)節(jié)課程細(xì)節(jié)Wyndham Hotel Group International Confidential & Proprietary InformationWho is the Secret Agent?誰是誰是“秘密特工秘密特工”？q Goal: Shake hands and introduce yourselves to as many people as possible.q 目

5、標(biāo)：和盡可能多的學(xué)員握手并介紹你自己目標(biāo)：和盡可能多的學(xué)員握手并介紹你自己q Each person you meet, tell them the following about yourself:q 從以下方面向別人介紹你自己：從以下方面向別人介紹你自己：Name 姓名Position 職位Years in the hospitality industry 在酒店業(yè)工作的時間What motivated you to be here today? 什么促使你今天來參加這個課程http:/ 擁有龐大的管理資料庫Discovering Your Secret Sales Force發(fā)掘你潛在的

6、營銷力發(fā)掘你潛在的營銷力Wyndham Hotel Group International Confidential & Proprietary InformationYour Secret Sales Force - increase sales through:你潛在的營銷力通過以下方面增強銷售你潛在的營銷力通過以下方面增強銷售q Reservationsq 預(yù)訂預(yù)訂 - Phone inquiries - 電話咨詢的顧客 - Walk - ins - 即興登門的顧客q Handle Objections q 應(yīng)對回絕應(yīng)對回絕q Upsell at Registrationq 入住

7、登記時的入住登記時的“引導(dǎo)式銷售引導(dǎo)式銷售”q Internet Bookingsq 網(wǎng)上預(yù)訂網(wǎng)上預(yù)訂http:/ 擁有龐大的管理資料庫Six Steps to Successful Selling成功營銷的六個步驟成功營銷的六個步驟Wyndham Hotel Group International Confidential & Proprietary Information6 Front Desk Sales Steps前臺營銷的六個步驟前臺營銷的六個步驟1. Use a Planned Sales Approach 應(yīng)用計劃好的計劃好的營銷方法 2. Effective Commu

8、nication Increases Sales 有效的有效的溝通能夠增強增強銷售3. Hotel Knowledge is Power 理解你的酒店具有強大的力量力量4. Determine Guest Needs and Wants - Sell Features and Benefits 明確顧客的要求要求和需求需求銷售特色特色和實惠實惠5. Overcome Objections & Close the Sale 克服克服銷售異議并達(dá)成達(dá)成交易6. Create a Great Lasting Impression 樹立一個良好持久良好持久的印象http:/ 擁有龐大的管理資料

9、庫1. Use a Planned Sales Approach應(yīng)用計劃好的營銷方法應(yīng)用計劃好的營銷方法Wyndham Hotel Group International Confidential & Proprietary InformationKnow your Customer了解你的顧客了解你的顧客 q Customer typesq 顧客的類型顧客的類型q Customer needs and wantsq 顧客的要求和需求顧客的要求和需求q Anticipating customer needs when communicating with themq 在和顧客交流時預(yù)知

10、他們的要求在和顧客交流時預(yù)知他們的要求q Be able to describe the value of your productq 能夠描述出你的產(chǎn)品價值能夠描述出你的產(chǎn)品價值http:/ 擁有龐大的管理資料庫What type of guest stays at your hotel?哪種類型的顧客在你的酒店入住？哪種類型的顧客在你的酒店入??？Can you name them all?你能叫出他們的名字嗎？你能叫出他們的名字嗎？What are their needs?他們的需求是什么http:/ 擁有龐大的管理資料庫2. Effective Communication Increas

11、es Sales有效的溝通能夠增強銷售有效的溝通能夠增強銷售Wyndham Hotel Group International Confidential & Proprietary InformationCommunication溝通溝通q Consists of three partsq 由三部分組成由三部分組成 Body language 肢體語言 Tone / inflection 語音語調(diào) Words 措詞我如何幫您？55%35%10%Wyndham Hotel Group International Confidential & Proprietary Informa

12、tionThe Power of Communication溝通的力量溝通的力量Tapping fingers手指敲桌子Yawning打哈嘁Smiling微笑Angry怒氣Distracted by their Kids/family被孩子和家庭分心Wyndham Hotel Group International Confidential & Proprietary InformationGood Communication Skills有效溝通的技巧有效溝通的技巧q Use positive words such as - “Can,” “Will.” q 使用積極的言辭，例如使用

13、積極的言辭，例如 “可以可以”，“會會”q Never say Never!q 絕對不能說絕對不能說“決不決不”！q Use Professional Languageq 使用專業(yè)的語言使用專業(yè)的語言q Think before you speak. Avoid jumping to conclusionsq 思而后言，避免匆忙作結(jié)論。思而后言，避免匆忙作結(jié)論。Wyndham Hotel Group International Confidential & Proprietary InformationCommunication Things To Avoid交流交流 應(yīng)該注意避免的事

14、項應(yīng)該注意避免的事項q Interrupting a guest 打擾顧客打擾顧客q Hanging up on a guest 把顧客晾在一旁把顧客晾在一旁q Expressing anger towards the guest 向顧客傾吐怨氣向顧客傾吐怨氣q Raising your tone toward the guest 跟顧客說話時音調(diào)過高跟顧客說話時音調(diào)過高q Using profanity toward a guest or within hearing distance of a guest 直接或者在顧客能聽見的距離范圍內(nèi)對顧客使用不敬言辭直接或者在顧客能聽見的距離范圍內(nèi)對

15、顧客使用不敬言辭Wyndham Hotel Group International Confidential & Proprietary InformationTea time!Wyndham Hotel Group International Confidential & Proprietary InformationTelephone Skills打電話的技巧打電話的技巧Wyndham Hotel Group International Confidential & Proprietary InformationReasons People Call打電話的原因打電

16、話的原因q Make a reservation 預(yù)訂預(yù)訂q Speak to a guest 與顧客交流與顧客交流q Obtain information about your hotel 獲取酒店的相關(guān)信息獲取酒店的相關(guān)信息q Speak to a representative of your hotel 與酒店代表進行交流與酒店代表進行交流Wyndham Hotel Group International Confidential & Proprietary InformationPhone Etiquette打電話中的禮節(jié)打電話中的禮節(jié)qAnswer the phone pro

17、fessionally 接聽電話專業(yè)化接聽電話專業(yè)化qAnswer in a timely fashion 按照慣例及時接聽按照慣例及時接聽qGive individual attention 個性化處理每一個電話個性化處理每一個電話qAvoid interrupting the caller 避免打斷來電者的話避免打斷來電者的話qUse professional language and tone 使用專業(yè)語言和語調(diào)使用專業(yè)語言和語調(diào) - Avoid hotel / industry terms 避免使用酒店特殊用語- Avoid bad language, slang, or jargon

18、 避免使用不禮貌的話語、行話或黑話qAvoid placing the caller on hold until he / she replies to that request. 回復(fù)顧客的請求前不要讓顧客一直拿著電話干等回復(fù)顧客的請求前不要讓顧客一直拿著電話干等qAvoid eating or drinking 避免在接聽電話時吃東西或者喝東西避免在接聽電話時吃東西或者喝東西Wyndham Hotel Group International Confidential & Proprietary InformationTone of Voice Makes an Impact語音語調(diào)

19、留下映象語音語調(diào)留下映象q Be upbeat 要樂觀要樂觀q Remember the person calling can tell your mood by the tone of your voice 請記住打電話的人能夠通過你的語音請記住打電話的人能夠通過你的語音語調(diào)感覺出你的情緒語調(diào)感覺出你的情緒q Answer each call as if its the first one of the day 把每一個電話都當(dāng)作是一天中把每一個電話都當(dāng)作是一天中的第一個電話來對待的第一個電話來對待Wyndham Hotel Group International Confidential

20、& Proprietary InformationTips for Effective Telephone Reservations 有效電話預(yù)定的小技巧有效電話預(yù)定的小技巧q Offer your name at the initial greeting 在第一問候的同時告訴對方你的名字在第一問候的同時告訴對方你的名字q Be friendly and professional 態(tài)度友好而專業(yè)態(tài)度友好而專業(yè)q Build rapport 建立共識建立共識q People do not care how much you know until they know how much yo

21、u care 只有顧客感受到你的真誠，他才會樂于傾聽只有顧客感受到你的真誠，他才會樂于傾聽http:/ 擁有龐大的管理資料庫3. Hotel Knowledge is Power酒店知識就是力量酒店知識就是力量Wyndham Hotel Group International Confidential & Proprietary InformationThings Every Front Desk Agent Should Know件每一個前臺工作人員應(yīng)該知道的事情件每一個前臺工作人員應(yīng)該知道的事情q Features of the hotel 該酒店的特點該酒店的特點q Direct

22、ions to area attractions 當(dāng)?shù)芈糜尉包c的大致方向或位置當(dāng)?shù)芈糜尉包c的大致方向或位置q Room types and locations 房間類型以及分布房間類型以及分布q Hotel rate structure 酒店價格構(gòu)成酒店價格構(gòu)成q What they can / cant do to take care of a guest 酒店在照顧顧客上能夠做什么，有什么是做不到的酒店在照顧顧客上能夠做什么，有什么是做不到的Wyndham Hotel Group International Confidential & Proprietary Informatio

23、nKnowledge is Power知識就是力量知識就是力量q Teaching Your Staff Effectively 實際有效地教會你的員工實際有效地教會你的員工 Orientation 情況介紹 Job aids 工作中的協(xié)助 On the job training 工作培訓(xùn) Pre - shift training 換崗培訓(xùn) Periodic testing 周期性測驗考察http:/ 擁有龐大的管理資料庫4.Determine Guest Needs & Wants明確顧客的需求明確顧客的需求Sell Features & Benefits營銷特色營銷特色 &

24、amp; 實惠實惠Wyndham Hotel Group International Confidential & Proprietary InformationDeliver the Benefits傳遞實惠傳遞實惠q Needs 需求需求 What your client requires or desires 你的顧客需要什么，想要什么q Features 特色特色 The “things” and services you offer 你所提供的服務(wù)q Benefits 實惠實惠 Whats in it for the client, his company, and / or

25、 their attendees? 顧客及其所在公司或者是活動參與者能夠從你的服務(wù)中得到什么？q People BUY benefits, not features! 人們花錢是買實惠，不是酒店的特色！人們花錢是買實惠，不是酒店的特色！Wyndham Hotel Group International Confidential & Proprietary InformationThe Benefit Ball實惠之球?qū)嵒葜騫 Corporate 法人法人q Seniors 老年人老年人q Family 家庭家庭q Government 政府政府q Group 團體團體Wyndham

26、Hotel Group International Confidential & Proprietary InformationFeatures and Benefits特色和實惠特色和實惠q List the features of your property 列出本酒店的特色列出本酒店的特色q Identify how that will benefit the guest 明確這些特色將如何給顧客帶來實惠明確這些特色將如何給顧客帶來實惠q Decide what market segments that would benefit 明確市場哪些部分能夠從中受惠明確市場哪些部分能夠

27、從中受惠Wyndham Hotel Group International Confidential & Proprietary InformationYou may try 你可以試試你可以試試q Mr. Lee, before I answer that, I need to ask you a few questions.q 李先生，在我回答之前，我能問你幾個問題嗎？q What is bring to you to the area, Ms. Chang?q 張女士，是什么把你帶到這個城市的？q To understand your need better, Mr. Liu,

28、let me get some information from you.q 為了更好的理解您的需求，李先生，請讓我從您那獲取更多的信息。q Have you stay with us before, Mr. Han.q 韓先生，您住過我們的酒店嗎？q How did you hear about our hotel, Mr. Yue?q 樂先生，您是如何知道我們酒店的？q Will you traveling alone, or bringing your family?q 您是一個人，還是帶著您的家庭？q Is this the first time to meizhou?q 您是第一次來

29、梅州嗎？http:/ 擁有龐大的管理資料庫5. Overcome Objections克服異議克服異議Wyndham Hotel Group International Confidential & Proprietary InformationGame 小游戲小游戲qParticipants: 3 volunteers to act as front office staff, the others are customers 參與者參與者 ： 3名志愿者扮演前臺人員，名志愿者扮演前臺人員， 其余扮演顧客其余扮演顧客qTime : 5 minutes each ,totally 15

30、minutes 時間時間 ：每人：每人5分鐘，分鐘， 共共15分鐘分鐘q Rules: 規(guī)則：規(guī)則：1. The front office staff is selling a service to the customers, and customers are trying hard to single out the various faults of the service , the task is to answer each question in a proper way , even some customers are fuzzy and picky. 前臺人員現(xiàn)在要將酒店

31、某項服務(wù)推銷給顧客，前臺人員現(xiàn)在要將酒店某項服務(wù)推銷給顧客， 而顧客則要想方設(shè)法地挑出該服務(wù)的毛病，服務(wù)而顧客則要想方設(shè)法地挑出該服務(wù)的毛病，服務(wù)人員要用合適的方法回應(yīng)顧客，即使顧客是在雞蛋里挑骨頭。人員要用合適的方法回應(yīng)顧客，即使顧客是在雞蛋里挑骨頭。2. You can select to sell Wyndham Awards, Harbor View Room, Self-service Breakfast 你可以選擇推銷溫德姆獎勵計劃，你可以選擇推銷溫德姆獎勵計劃， 海港景觀套房，海港景觀套房， 自助早餐自助早餐3. The best one will get rewarding 表

32、現(xiàn)最好的一名參與者將獲得獎勵表現(xiàn)最好的一名參與者將獲得獎勵Wyndham Hotel Group International Confidential & Proprietary InformationHandling Objections處理異議處理異議q Listen carefully and confirm your understanding of the objection 認(rèn)真聽清楚并且正確理解異議認(rèn)真聽清楚并且正確理解異議q Clarify / restate the customers objection 明確明確 / 重復(fù)顧客的異議重復(fù)顧客的異議q Prepare

33、the customer for your response 準(zhǔn)備答復(fù)你的顧客準(zhǔn)備答復(fù)你的顧客q Acknowledge what the customer has said 確認(rèn)顧客所表達(dá)的意思確認(rèn)顧客所表達(dá)的意思q Respond to the objection 答復(fù)顧客的異議答復(fù)顧客的異議Wyndham Hotel Group International Confidential & Proprietary InformationOBJECTION異議RESPONSE答復(fù)PRICE價格“We also have a special package available. For

34、only more, we can upgrade you to one of our suites and include a complimentary full breakfast.”“我們還提供一個特別套餐。只要再多付我們還提供一個特別套餐。只要再多付錢，你就錢，你就可以升級享受套房待遇，并包含早餐?？梢陨壪硎芴追看?，并包含早餐?！盤OSTPONEMENT推遲“Thats a particularly busy weekend for us and we will most likely sell out. Can we hold that reservation for you

35、to guarantee you a room?”“現(xiàn)在剛好是我們酒店非常忙的一周，我們快要客滿了。我現(xiàn)在剛好是我們酒店非常忙的一周，我們快要客滿了。我們是否需要為您保留預(yù)訂，來保證您的入住？們是否需要為您保留預(yù)訂，來保證您的入住？”Managing Objections處理異議處理異議Wyndham Hotel Group International Confidential & Proprietary InformationTo Make the Sale:為了營銷：為了營銷：q Plan your rate quoting strategies (Rate of the Day)

36、 戰(zhàn)略性計劃定價（當(dāng)日房價）戰(zhàn)略性計劃定價（當(dāng)日房價）q Quote value 介紹展示價值介紹展示價值q Listen for acceptance or resistance 贊同和反對意見都要聽贊同和反對意見都要聽q Use transitions to understand and respond to a customers objections 換位理解并答復(fù)顧客的反對意見換位理解并答復(fù)顧客的反對意見q Offer to close the sale 主動達(dá)成銷售主動達(dá)成銷售Wyndham Hotel Group International Confidential &

37、Proprietary InformationLet us have Lunch!http:/ 擁有龐大的管理資料庫6. Create a Great Lasting Impression創(chuàng)造良好而持久的印象創(chuàng)造良好而持久的印象http:/ 擁有龐大的管理資料庫You Never Get a Second Chance to Make a Great First Impression.你永遠(yuǎn)沒有第二次機會去創(chuàng)造一個美好的第一印象你永遠(yuǎn)沒有第二次機會去創(chuàng)造一個美好的第一印象Wyndham Hotel Group International Confidential & Proprieta

38、ry InformationCapturing Phone Inquiries抓住電話垂詢抓住電話垂詢q Availability 房間可用性房間可用性q Amenities 房間設(shè)施房間設(shè)施q Rate of the Day 當(dāng)天價格當(dāng)天價格q Close the Sale 關(guān)閉出售關(guān)閉出售Wyndham Hotel Group International Confidential & Proprietary InformationWalk - Ins步行程式步行程式q Greet them with a smile 微笑著打招呼微笑著打招呼q Be friendly and pro

39、fessional 友好并且專業(yè)友好并且專業(yè)q Build rapport 建立融洽關(guān)系建立融洽關(guān)系 Wyndham Hotel Group International Confidential & Proprietary InformationWalk - Ins步行程式步行程式q Know your hotel 了解你的酒店了解你的酒店 Strengths 策略 Selling Skills 銷售技巧 Positive Attitude 積極的態(tài)度 Knowledge of Competition 了解競爭者 Knowledge of Demand 了解需求http:/ 擁有龐大的

40、管理資料庫Selling Strategies銷售策略銷售策略http:/ 擁有龐大的管理資料庫Are you maximizing the benefits of this valuable program?你是否將這個富有價值的項目的收益最大化了你是否將這個富有價值的項目的收益最大化了 ？Wyndham Hotel Group International Confidential & Proprietary InformationWyndham RewardsTwo Ways to Earn溫德姆獎賞計劃溫德姆獎賞計劃獲得的兩個途徑獲得的兩個途徑q Qualified stays

41、at participating hotels 在參與的酒店中符合積分標(biāo)準(zhǔn)的住宿在參與的酒店中符合積分標(biāo)準(zhǔn)的住宿q Car Rental partners 租車合作伙伴租車合作伙伴 Wyndham Hotel Group International Confidential & Proprietary InformationWyndham RewardsAdministration溫德姆獎賞計劃溫德姆獎賞計劃監(jiān)管監(jiān)管q Front Desk staff must know how to: 前臺的員工必須知道如何：前臺的員工必須知道如何：q Enroll new members 招收新成

42、員招收新成員q Ensure members get their points for their stays 確保會員得到與入住天數(shù)相應(yīng)的積分確保會員得到與入住天數(shù)相應(yīng)的積分q Process free night stays 辦理免費過夜辦理免費過夜Wyndham Hotel Group International Confidential & Proprietary InformationAdvantages of Joining Wyndham Rewards加入溫德姆獎賞計劃的好處加入溫德姆獎賞計劃的好處qIts to join. qEarn toward free nigh

43、t stays at over hotels, and brands, or you can choose to earn them from everyday purchases and transactions.qIts easy to points for free night stays, airline tickets, car rental and much more. qIf you dont enroll now, you can or go to or to enroll and choose where you want your points to go. qYou ha

44、ve access to check points, redeem rewards or make reservations using . freepoints6,3009redeemcall 00(800)367-87477B WyndhamR24 hourWyndhamRWyndham Hotel Group International Confidential & Proprietary InformationAdvantages of Joining Wyndham Rewards加入溫德姆獎賞計劃的好處加入溫德姆獎賞計劃的好處q _加入加入 q 在超過在超過_ 家的酒店和家

45、的酒店和_個酒店品牌獲取免費過夜的個酒店品牌獲取免費過夜的_，或者你可以選擇從每日的購買和交易中獲取，或者你可以選擇從每日的購買和交易中獲取q 很容易將積分很容易將積分_為免費過夜，飛機票，汽車租用和其他更多項為免費過夜，飛機票，汽車租用和其他更多項目目q 如果你現(xiàn)在沒有加入，你可以如果你現(xiàn)在沒有加入，你可以_,或者進入或者進入_或或_加加入該計劃并選擇你想要的積分兌換項目入該計劃并選擇你想要的積分兌換項目q 你有你有_的權(quán)限通過的權(quán)限通過_查詢積分，查詢積分，兌換獎勵或預(yù)定兌換獎勵或預(yù)定免費免費積分積分6,3009兌換兌換撥打撥打00(800)367-87477B24 小時小時Wyndham

46、RWyndhamRWyndham Hotel Group International Confidential & Proprietary InformationWyndham RewardsScripts溫德姆獎賞計劃溫德姆獎賞計劃規(guī)范用語規(guī)范用語 q Use scripts that include questions about Wyndham Rewards! 使用規(guī)范用語來回答所有關(guān)于溫德姆獎賞計劃的疑問！使用規(guī)范用語來回答所有關(guān)于溫德姆獎賞計劃的疑問！q Enforce them! Check regularly to ensure scripts are being us

47、ed! 推廣它們！經(jīng)常檢查以確保規(guī)范用語正在被使用！推廣它們！經(jīng)常檢查以確保規(guī)范用語正在被使用！Wyndham Hotel Group International Confidential & Proprietary Informationq Mention Wyndham Rewards at least 4 times to each guest: 向每個顧客至少向每個顧客至少4次提到溫德姆獎賞計劃次提到溫德姆獎賞計劃 Reservation 預(yù)定 Check-in 入住 Welcome call 歡迎電話 Check-out 退房Wyndham RewardsScripts溫德姆

48、獎賞計劃溫德姆獎賞計劃規(guī)范用語規(guī)范用語Wyndham Hotel Group International Confidential & Proprietary InformationConsider these Possible Selling Scenarios考慮一下這些可能實行的銷售方案考慮一下這些可能實行的銷售方案q Opening dialogue: 開場白開場白 “Mr. Smith, are you a Wyndham Rewards member?” “Smith 先生， 您是溫德姆獎賞計劃的會員嗎？”q If the guest does not wish to en

49、roll at that time: 如果此時顧客不想加入該計劃如果此時顧客不想加入該計劃 “If you do not wish to enroll now, I can enroll you at another time during your stay or upon your checkout.” “如果您現(xiàn)在不想加入， 我可以在您在酒店的其他時間或您退房時幫您加入?！盬yndham Hotel Group International Confidential & Proprietary InformationConsider these Possible Selling S

50、cenarios考慮一下這些可能實行的銷售方案考慮一下這些可能實行的銷售方案q Discussing features & benefits: 說明特色和好處說明特色和好處 “There are many valuable offers to this program that I will be glad to tell you about.” ”這個計劃提供了很多有價值的服務(wù)， 我很高興能給您介紹一下?！癢yndham Hotel Group International Confidential & Proprietary InformationRate of the Da

51、y當(dāng)日房價當(dāng)日房價q Is the most effective price point based on demand and capacity conditions. 根據(jù)需求和供給情況而確定的最有效的價格根據(jù)需求和供給情況而確定的最有效的價格q The only non - qualified rate available. 唯一的通用價格唯一的通用價格q Can be reviewed on a daily basis and adjusted as market and demand conditions warrant. 根據(jù)每日的情況確定并根據(jù)市場和需求情況調(diào)整根據(jù)每日的情況確定

52、并根據(jù)市場和需求情況調(diào)整Wyndham Hotel Group International Confidential & Proprietary InformationSelling Rate of the Day銷售當(dāng)日價格銷售當(dāng)日價格Wyndham Hotel Group International Confidential & Proprietary InformationMay I ask what brings you to the area?Do you have any rooms available tonight?Hello! Welcome to our h

53、otel! My name is Mary. How may I help you today?We have a beautiful poolside non-smoking King Deluxe room available featuring a large desk and free High Speed Internet so that you can work on your presentation.Im here making a presentation to a local business.Wyndham Hotel Group International Confid

54、ential & Proprietary Information我能問問您來這里有何貴干嗎?今晚還有空房嗎?您好！ 歡迎來到我們的酒店！ 我是Mary. 今天我能為您做點什么呢？我們有一間很漂亮的在游泳池邊的無煙國王豪華房， 配有大字臺和免費的高速寬帶， 方便您的工作我在這里為本地的一個公司做演講Wyndham Hotel Group International Confidential & Proprietary InformationNo problem. We also have a suite available with a small conference tabl

55、e thats just right for your needs. It will be a great location for your meeting.Great, but I also need space to hold a brief meeting with a client.Wyndham Hotel Group International Confidential & Proprietary Information沒問題。 我們還有一個帶小會議桌的套間， 正合你意。 正是您開會的好地方很好， 但是我還需要足夠空間同一個客人開個小會Wyndham Hotel Grou

56、p International Confidential & Proprietary InformationI can offer you our special Rate of the Day for our suites of only . Can I go ahead and book that suite for you?Great, Ill take it!Very good. Are you a Wyndham Rewards member?Wyndham Hotel Group International Confidential & Proprietary In

57、formation我們可以按今日特價提供給您套房，僅 。我現(xiàn)在能給登記這個房間了嗎？太好了， 那就訂這間吧 非常好。 您是旅行獎勵計劃的會員嗎？Wyndham Hotel Group International Confidential & Proprietary InformationPrincipal Guidelines: Rate of the Day方針指導(dǎo)：當(dāng)日價格方針指導(dǎo)：當(dāng)日價格q Rate Parity 價格透明價格透明 Quote the same rate across all channels (voice, , third party websites, GD

58、S & property direct) 所有的渠道都引入統(tǒng)一的價格（語音服務(wù), ， 第三方網(wǎng) 站，GDS & 酒店直接預(yù)訂） Supported with “Best Available Rate” guarantee. 以”當(dāng)日最佳價格“項目加以保障 Wyndham Hotel Group International Confidential & Proprietary Informationq Rate Integrity 價格體系的規(guī)范價格體系的規(guī)范 Only offer discounts to qualified customers vs. everyone

59、. 僅向符合條件的顧客而不是所有人提供折扣 Supports and lends credibility to negotiated rates. 為商定費率提供支持并出借信譽Principal Guidelines: Rate of the Day方針指導(dǎo)：當(dāng)日價格方針指導(dǎo)：當(dāng)日價格Wyndham Hotel Group International Confidential & Proprietary InformationCoffee Break!http:/ 擁有龐大的管理資料庫Upselling引導(dǎo)式銷售引導(dǎo)式銷售Wyndham Hotel Group Internationa

60、l Confidential & Proprietary InformationUpsellingGuiding the Guest 引導(dǎo)式銷售引導(dǎo)式銷售引導(dǎo)顧客引導(dǎo)顧客q Two Methods for Taking A Reservation 進行預(yù)定的兩種方式進行預(yù)定的兩種方式 Add - Up 補充式 Top - Down 引導(dǎo)式Wyndham Hotel Group International Confidential & Proprietary InformationUpsellingLets Give it a Shot 引導(dǎo)式銷售引導(dǎo)式銷售引導(dǎo)顧客引導(dǎo)顧客q Working in teams, develop an upselling script for each of the scenarios on page 23 幾人一組，共同完成幾人一組，共同完成23頁幾個引導(dǎo)式銷售的情節(jié)設(shè)定頁幾個引導(dǎo)式銷售的情節(jié)設(shè)定http:/ 擁有龐大的管理資料庫Internet Reservations網(wǎng)上預(yù)訂網(wǎng)上預(yù)訂Wyndham Hotel Group International Confidential & Proprietary Inf