酒店《戶管理》培訓(xùn)活動綱要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task:Account Management任務(wù) :客戶管理Code 序號 :OH-SM-RM-A002Objectives： At the end of this session, each trainee will be qualify his / her accounts目的 :In terms of account base.課程結(jié)束后每個學(xué)員都將能夠獨(dú)立管理自己的客戶。Standard: Ensure the most account and their importance to the

2、overall profit objectivesis identified.標(biāo)準(zhǔn) :確保明確了解更多數(shù)客戶及其價值目的。Resources: LCD / Account file forms from Delphi White board, Marker.培訓(xùn)器材 :LCD / 客戶檔案表格，白板，白板筆。MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時間IntroductionThe course should divided in two parts:5 minutes介紹課程將分為兩部分：Account type客戶管理？Account manage怎樣管理客戶W.F

3、.I.M:我們將從中獲得什么？Effective and affective. Easy to work高效快速，便于工作Lecture F / C 1教學(xué)式Exercise練習(xí)Lecture / OHP 1教學(xué)式Test測試Allaccount type be writtenin the flipchart(1) and20 minutesshowing to trainees ( refer to S&P)所有的客戶類型事先寫在白板上給學(xué)員展示所有的客戶類型 (參照標(biāo)準(zhǔn)和程序 )commercial account商務(wù)客戶travel agency 旅行社government 政府SPG

4、member 仕達(dá)屋優(yōu)先賓客計劃會員CI&M會議及宴會客人GP/SP account 全球及亞洲客戶Frequent walk in guest 散客Question:提問15 minutesHow canwe separate the keyaccount and potentialaccount?如何區(qū)分重要客戶和有潛在生意的客戶？Divided trainees into several group to do discussion then critique after discussion.分小組進(jìn)行討論然后進(jìn)行評估。Answer: ( OHP 1)5 minutesKey acco

5、unt - the accounts that provide 80% of this figure and / or meet the selection criteria rating .提供占銷售總額 80% 的客戶或是以較好價格在酒店消費(fèi)的客戶稱為重要客戶Prospects - accounts that are currently not buying butmeet the selection criteria rating .暫時在飯店沒有消費(fèi)，但有能力以較好價位在飯店消費(fèi)Summary的客戶稱為潛在客戶。10 minutes總結(jié)Review all key points.回顧要點(diǎn)Demonstration withBreak 5 minutesLCD運(yùn)用 LCD 展示Explain how do account manage?解釋如何進(jìn)行客戶管理？showing to trainees and sum up the key point from theExerciseS&P練習(xí)展示給學(xué)員所有的標(biāo)準(zhǔn)和程序并總結(jié)要點(diǎn)。Rev