酒店《促銷》培訓活動綱要

1、A HOTELXXX大酒店Task:任務：Code序號Objectives目的：Standard :標準:TRAINING ACTIVITY OUTLINE 培訓活動綱要Upselli ng促銷:RM-RES-P100At the end of this sessi on reservati on sales age nt will beknowing how to grasp every opportunity to upsell hotel sroom and service.在課程結束的時候預訂部銷售文員應懂得怎樣抓住一切時機高賣酒店房間和其他效勞。All Reservations Sa

2、les Agents will up sell to higher rate roomswherever possible and look for opport un ities to sellother hotel services and facilities.預訂部銷售文員應尋找一切時機高賣房間及酒店的其他效勞。Resources: Flip Chart, Han dout.培訓器材:白板，白板紙，培訓資料培訓方式Introduction介紹Lecture教學式Prepared on FlipChart時間培訓步驟Show “ (Objectives) 5 Minutes 顯示課程目的

3、Prologue: As a Reservations Sales Agent, wewill answer the telephone everyday.開場白：作為一名預訂部銷售文員我們每天都要接 聽 ?So the objectives of this session is: ? (Refer toObjectives of this TAO)今天這堂課的目的是： ( 參考標準與程序The course should be divided into six parts: 這節(jié)課會分 為六個局部來講解：Contents 內(nèi)容Brainstorm促銷技巧2. Improving caller

4、 satisfaction 提高客人滿意程度3. Elements of selling銷售元素2 Minutes4. Adding Value to the Transaction附加價值50 Minutes5. Classic Closes sensory reassurancetestimonial建議使用的結束語Method培訓方式Training Steps 培訓步驟Time時間集思廣益6. Difference betwee n bus in ess and leisureLecture &travelerExpla nati on商務客人與休閑客人的區(qū)別教學式與講解What ki

5、nd of way we can use whe n we upsell我們可以用Dem on strati on什么樣的方式促銷房間展示Show steps on prepared flipchart. Expla in reas on for eachstep. Ask train ees to comme nt and questio n on each step.將所有程序的主要內(nèi)容事先寫在準備好的白板紙上，逐Practice - Role步作以講解，在講解過程中要不時請學貝發(fā)表建議并提Play問。練習-角色扮演Ask participa nt to be a guest. Show

6、each step. Afterdem on stratio n. Refer back to flipchart and review / discusseach step.請參與者為客人，給其講解步驟，作展示之后，回 顧白板紙上的內(nèi)容，并討論每一個步驟。Each trainee practices first as guest, the n as Reservatio nSales Agent.3 Mi nutes10 Mi nutes5 Mi nutesMethod培訓方式Training Steps 培訓步驟Time時間Critique評估Summary總結每一個學員先作客人，后作預訂

7、部銷售文員Case Example 案例：Guest is a high positi on pers on of acompa ny, whe n he makes reservati on you find he is potential to upsell to executive floor.客人是某一公司的高級職員你發(fā)現(xiàn)你很有可能將房間賣到豪華樓層。Guest makes reservatio ns, you find guest want book a big room can maki ng in terview in the room, so you upsell to sup

8、erior room.客人預訂房間并想在房間內(nèi)作面試，你很有 可能促銷房間至豪華套房。Accord ing the procedure.按照程序。Review Key Poin ts:回憶要點：1. Ask questi ons and have participa nt expla in the sta ndardand its importa nee.Total 75 Minu tesMethod培訓方式Training Steps 培訓步驟Time時間2. Summarize critique points applicable toentire group總結評估過程中對整組有用的要點3. Rein force and discuss the point: 力口強并討論以卜要點：Skills of Upselling 促銷技巧Improvi ng caller satisfacti on提咼客人滿意程度Eleme nts of selli ng銷售元素Adding Value to the Tra