【正文】 Make It Happen 夢想成真 AGENDA 日程安排 2 Agenda 日程安排 ? Wele, Introduction and Objectives 歡迎、介紹與課程目標展示 ? Make it Happen – The Big Picture 夢想成真 – 畫卷展示 ? The Thoughtful Achiever 深謀遠慮 的成功人士 3 Agenda 日程安排 ? Make It Happen – The . Strategy 夢想成真 – 核心戰(zhàn)略 ? The Meeting Moments Game 會聚時刻 游戲 ? Wrapup and Close 總結和結束 4 Programme Objectives 課程目標 At the end of this workshop you will be able to: 在本課程結束后，你將能夠： ? Explain the Crowne Plaza brand positioning and list the 4 Crowne Plaza keys 解釋皇冠品牌的定位并列出皇冠品牌的四個關鍵因素 ? Describe the target guest and give two examples of the rational needs they are likely to have when staying in a Crowne Plaza hotel and two examples of emotional needs 描述目標客戶的含義，分別列舉出這些目標客戶入住皇冠品牌酒店的兩個理性原因和兩個感性原因 ? Describe and demonstrate the fourstep strategy for how to care for the target guest and enable them to have ‘Successful Interactions’ in Crowne Plaza Hotels 描述并展示關心目標客戶并使其能夠在皇冠品牌酒店體驗成功服務的四步戰(zhàn)略 ? Understand and be able to explain your role in the Crowne Plaza Strategy through Make It Happen 理解并且能夠解釋自己在皇冠品牌酒店“夢想成真”戰(zhàn)略中的角色 5 The Big Picture: Objective 展示畫卷－章節(jié)目標 By the end of this session you will be able to: 本章節(jié)結束后，你將能夠： ? Explain the Crowne Plaza brand positioning 解釋皇冠品牌的定位 ? List the 4 Crowne Plaza keys 列舉皇冠品牌的四個關鍵因素 6 Make it Happen 夢想成真 7 CROWNE PLAZA BRAND VALUES 皇冠假日品牌價值觀 8 CAPABLE 能力 SENSITIVE 靈敏 SUPPORTIVE 支持 TRUST 信任 UNDERSTAND 理解 9 CAPABLE 能力 To best support our guests in making things happen, we must be anticipative, petent and efficient in our professional duties, and must understand basic business needs. 為了最好的幫助我們的客人“夢想成真”，我們必須 能夠做到預計客人需求，在我們的專業(yè)領域能夠勝 任并且高效的完成我們的工作，我們必須能夠明白 客人的基本商務需求。 10 SENSITIVE 靈敏 ? We must understand that our guests are here to meet business objectives, so we have to be sensitive to their emotional needs. ? 我們必須明白客人來到我們酒店是因為他的商務需求，所以我們要對他的情感需求敏感。 11 SUPPORTIVE 支持 ? We have the infrastructure and people to back up our guests in their business operations. We provide them with all the essential ingredients for successful interactions. ? 我們需要擁有的基層員工和資源去支持客人的商務需求。 為了達到成功的互動，我們需要滿足客人的基本需求。 12 TRUST 信任 ? All relationships are created on the basis of trust. And we must gain the trust of our guests by delivering on our promise. ? 所有的關系都建立在信任的基礎之上，我們必須通過實現(xiàn)我們的承諾而獲得客人的信任。 13 UNDERSTAND 理解 ? We are the people behind the scenes, working together with our guests, who are the real stars of the show. Our role is naturally one that is important, but as quiet and discreet as possible. ? 我們是幕后工作人員，為了使客人滿意而通力合作。我們的客人，才是真正的舞臺上的主角，我們的角色自然也很重要的，但是我們要盡量的小心謹慎。 14 Customer’s shoes 15 Consumer Insight 客人觀點 What our customers told us 客人告訴我們 ： ? I use upscale business hotels for business interaction 因為商業(yè)活動的原因，我入住高檔商務酒店 ?No hotel brand consistently and pletely delivers the important services for small and medium sized meetings 目前沒有酒店品牌能夠 持續(xù)不斷 并且 全面地 為小型和中型會議提 供重要服務 16 CONSUMER INSIGTHT 客人觀點 17 Business Traveler Needs 商務旅行者需要 I Want to be in Control! 我希望一切都在掌握之中 The real cause of emotional disfort is the feeling of disempowerment 在讓人覺得不舒服的地方感覺好像是失去控制 Hotel is a ?A Support Base? 酒店是一個 “ 援助基地” 18 Consumer Says: 客人說 I?m under great pressure 我有很大的工作壓力 I want to deal with staff that are efficient, anticipatory and friendly to the right degree 我希望的酒店員工是有效率的，能夠預知我的需求，友好的。 I want a hotel that projects a good image of me and my pany 我希望酒店能夠為我和我的公司提供好的形象 I want to relax when I finally finish my business 我希望在生意結束后能夠好好放松一下 I want the power over small things that matter and that I control at home or in the office 我希望事無巨細都在我的掌握之中 19 So how are we different from the rest? 那我們和其他酒店 有什么分別？ Crowne Plaza is the business hotel that is focused on delivering the important services and facilities for formal and inf