参观饭店

精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料TRAININGACTIVITYOUTLINE培训活动纲要Task任务：Siteinspection参观饭店Code序号：OH-SM-MC-D003Objectives目的：Attheendofthissession,eachtraineewillbeabletoconductinspectionofhotelprofessionally.课程结束后，每个学员都能够以专业的方式带领客人参观饭店的各项设施及介绍各项服务项目。Standard标准：1.MarketingCommunicationsManagerwillconductinspectionofhotelfacilitiestomediapersonnel.公关部经理将带领媒体人士饭店参观饭店的服务设施。2.InspectionofhotelfacilitiesshouldbetreatedasavalidMediaCallorMediaInterview.参观饭店服务设施将视为拜访媒体人士或与媒体人士会面3.MarketingCommunicationsManagerwillbeequippedafullknowledgeofthehotelserviceandfacilitytointroducethehoteltothemediapersonnelandanswerinquiriesraised.公关部经理须熟悉了解饭店的服务设施，介绍给参观者并回答提出的问题。Resources培训器材：Whiteboardwithmarkpen,collateral白板、马克笔、宣传资料Method培训方式TrainingSteps培训步骤Time时间Introduction介绍-Showhotelserviceandfacilitytothetraineespersonallyinhotel.亲自为员工介绍饭店服务项目及设施(最好在店内讲解)-Distributetherelativecollateraltotrainees.将相关的宣传资料分发给学员。-Introducethemedialistfortraineestogetgeneralimpression.向学员介绍媒体名单，以获得初步印象。35Minutes35分钟Showeachsteponwhiteboardwithmarkpen在白板上写清楚每个步骤1.Uponrequests,theMarComManagerwillbriefthepurposeoftheinspectionanddetailsoftheinspectorsoneverydaySalesBriefingonedayinadvance.Ifamajormediapersonistakingthesiteinspection,MarCom.ManagerwillinformGeneralManagerandDirectorofSales&Marketingtomeetandgreetuponhis/herarrival.30minutes30分钟接到参观饭店的要求后，公关部经理将在每日的部门例会上向营业总监简要汇报参观的目的和介绍参观者。如果有重要的媒体人士将出席参观饭店，公关部经理会通知总经理和市场销售总监在参观者抵达时迎接问候。2.MarComCoordinatorwillco-ordinatewithFrontOfficeassociates,pre-determinenumberofroomsandroomnumbersandmakesuretheyarevacant.公关助理将与前厅部员工协调，事先确定参观的房间数及房间号，并确保房间为空房。3.MarComCoordinatorwillprepareonesetmediakitandgive-awaygiftforeachinspectorandmapoutaroutingfortheinspection.公关部助理将为每一位参观者准备一份媒体宣传资料和一份礼品，并制订一条参观的路线。4.MarComManagerwillmeettheinspectorsinthelobbyandescortthemthroughouttheinspectionaccordingtothepre-determinedroutingandgiveappropriateintroductionofhotelserviceandfacilitiestotheinspectorsandanswertheirinquiries.公关部经理将与参观者在大厅会面，陪同他们按原定路线参观饭店并在参观过程中介绍饭店服务设施以及回答参观者的问题。5.MarComManagerwilldistributeonesetmediakitandgive-awaygifttoeachinspectorandseethemoffattheendoftheinspection.公关部经理会在参观结束时给每个参观者发一份饭店宣传资料和一礼品。6.MarCom.ManagerwillcompileaContactReportandsubmittoDirectorofSales&Marketing,HotelManagerandGeneralManagernolaterthefollowingmorning.公关部经理将撰写一份会面报告并在第二天早上前呈交给市场销售总监，饭店经理和总经理。7.MarCom.Managerwillsendacourtesyletterormakeaphonecalltotheinspectorsfortheirfeedbackthefollowingday.公关部经理会在第二天发出一封礼节信函或打电话，了解参观者对饭店的意见。Roleplay角色扮演-OnetraineetobeMCManager,onetobeVIP,toshowthewholeprocedure,thengiveadvice.一个学员做公关部经理，一个学员做贵宾，演习整个程序，然后给出建议。20Minutes20分钟Summary总结-Emphasishotelfacilitiesandservice.再次强调饭店的设施及服务。-Tobefamiliarwithhotelcollateralandgive-away.熟悉饭店的宣传资料及赠送的礼品。10Minutes10分钟