【正文】 separate the key account and potential account? 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。 Standard: Ensure the most account and their importance to the overall profit objectives is identified.標(biāo)準(zhǔn): 確保明確了解更多數(shù)客戶及其價值目的。If an organization has more than one defined meeting/program, it is possible to have a file on each meeting/program, especially if the contact surface is different. 如果一個公司組織兩個或以上的活動，特別是聯(lián)絡(luò)人不同， 一定要分開客戶檔案All other correspondence on/with the account will also be placed in this file. 所有與該客戶有關(guān)的資料都要放置在同一個檔案中。Information required to plete the Customer Profile完成客戶檔案需要信息Information required to do a selection criteria rating標(biāo)準(zhǔn)價格的選擇也需要信息Information required to determine the customer’s habits, relationships, expectations, needs, desires and solution of problems客人的喜歡，關(guān)系，期待，需要，要求和要解決的問題The above is obtained through the questioning technique and recorded free form通過問卷和平時的有技巧的詢問獲得信息Customer Profile forms can be developed for manual systems like Opera or they can be provided by a puterized system like Delphi. 客人檔案表格來自與不同的電腦處理系統(tǒng)，象Opera或 Delphi 系統(tǒng)。Resources: LCD / Account file forms from Delphi.培訓(xùn)器材： LCD / Delphi 系統(tǒng)中的客戶檔案表格Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Introduction介紹 Introduction介紹Lecture 教學(xué)式運(yùn)用LCDExplanation and demonstration講解與展示 Buzz Group列舉不同的市場配合不同顏色Test andSummary總結(jié)Question to test the trainee’s level:提問學(xué)員：What are Account Files?什么是客戶檔案？Customer interview / 客戶訪問Customer profile / 客戶描述Action Plan / 活動計劃Action and Selection criteria / 計劃和選擇標(biāo)準(zhǔn)Running Call Report / 經(jīng)營報告Inquiry amp。 M Inquiry任務(wù):會議及宴會預(yù)訂需要 140Task:Restaurant Booking任務(wù):餐廳預(yù)訂 142Task:Handling Complaints 任務(wù):處 理 客 人 投 訴 144Task:Build Rapport with key booker任務(wù):與訂房人建立良好關(guān)系 146Task:CheckIn / Check – Out Times, Early Arrival and Late :登記和結(jié)帳時間, 提前抵店和推遲離開。 Marketing Meeting任務(wù): 市場銷售會議 87Task ： Group Handling題目： 團(tuán)隊(duì)接待 89Task: Government Guest Handling 任務(wù): 政府客人接待 91Task: Group Reservation任務(wù):團(tuán)隊(duì)預(yù)訂 93Task:End of Shift Procedures / Morning Shift Procedure 任務(wù):下班程序 / 早班程序 95Task: Working Area Maintaining任務(wù):工作區(qū)域維護(hù) 97Task:Booking Confirmation任務(wù):確認(rèn)信 98Task:Reporting任務(wù):打印報告 100Task:Filing 任務(wù):存檔 102Task:Processing Busy Line 任務(wù):電話占線的處理程序 104Task:Taking Message任務(wù):電話留言 106Task:Guest Name任務(wù):客人名字 108Task:Guest History Profiles任務(wù):客人檔案管理 110Task:Answering the telephoneguest greetings/ SPG recognition任務(wù):接聽電話/仕達(dá)屋優(yōu)先顧客計劃會員識別標(biāo)準(zhǔn) 112Task:Checking Availability 任務(wù):查看可賣房 114Task:Taking Reservation / Same day Reservations任務(wù):作預(yù)訂/ 當(dāng)天預(yù)訂 116Task:Guaranteed Arrival 任務(wù):擔(dān)保預(yù)定 118Task:No Show任務(wù):預(yù)訂未到 120Task:Amendments and Cancellations任務(wù):更改和取消預(yù)訂 122Task:VIP Booking 任務(wù):貴賓預(yù)訂 124Task:Airport Transfer amp。 Limousine Booking任務(wù):接送機(jī)和租用車服務(wù) 126Task:Special Requests amp。 147Task:Extra Persons任務(wù):超額人員 149Task:Closed out periods任務(wù):預(yù)訂截止日期 151Task:Blacklist任務(wù):黑名單 153Task:Credit Procedures 任務(wù):信用要求 155Task:Product Knowledge任務(wù):酒店設(shè)施 157Task:Physically Challenged Facilities任務(wù):殘疾人設(shè)施 159Task:Rate Structure 任務(wù):價格構(gòu)成 160Task:Upselling任務(wù):促銷 162Task:Oprea Knowledge任務(wù):電腦知識 164Task:Knowledge of Telephone Contact Number / Local Information任務(wù):電話交流知識 / 當(dāng)?shù)芈糜涡畔?166Task:Toll Free Number amp。 Booking Forms (on group business) / 預(yù)訂單Note: the key account and key prospect files must be updated every three months.提示：重要客戶和有潛在生意的客戶檔案必須每三個月更新一 次。Rate each account using the Action Criteria developed. This will establish future call objectives. 建立將來拜訪目標(biāo)，每一個客戶價格將使用活動標(biāo) 準(zhǔn)。 Divided trainees into several groups to do discussion then critique after discussion.將學(xué)員分成組討論然后進(jìn)行評估。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。Answer: ( OHP 1) Key account 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 but meet 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)的客戶稱為潛在客戶。5 minutes20 minutes15 minutes5 minutes10 minutes10 minutes5 minutesTotal 70 minutesTask 任務(wù)：Suppliers File 供應(yīng)商檔案 Code 序號： OHSMCSA003Objectives目的：At the end of this session, each trainee will be able to know how to set suppliers file and arrange it.在培訓(xùn)結(jié)束之后，每位受訓(xùn)者都應(yīng)能夠建立并管理供應(yīng)商檔案。3. How to set up supplier file. 如何建立供應(yīng)商檔案4. How to arrange the supplier file. 如何整理供應(yīng)商檔案1. The objection of making supplier file. 建立供應(yīng)商檔案的目的Perfect the sort of facility of hotel.完善飯店服務(wù)設(shè)備、設(shè)施。The facility what we have not or only have a little.飯店不具備或數(shù)量少的服務(wù)設(shè)施。(如：投影、活動舞臺等設(shè)備)2. Give a list of what kind of facility is the guest used usually?(Flip Chart, White Board, Microphone, etc.)例出客人經(jīng)常使用設(shè)備、設(shè)施名單。4. How to arrange the supplier file. 如何整理供應(yīng)商檔案Make supplier record after each event, it will obtain the followingName of use pany / The nature of the eventContact person / price and number / Client feedback應(yīng)在每次使用供應(yīng)商后進(jìn)行記錄，記錄內(nèi)容如下：使用公司 / 活動類別 / 公司聯(lián)絡(luò)人費(fèi)及及使用數(shù)量 / 客人使用反饋According to the suppliers that can not use usually, make contact whiling arrange the supplier files.不經(jīng)常使用的供應(yīng)商應(yīng)在整理檔案時進(jìn)行聯(lián)絡(luò)溝通。Emphasis the key points.強(qiáng)調(diào)今日重點(diǎn)。 Marketing to guard the correct use of brand identity that is a key ponent to the continued momentum of the brand’s success. The brand identity graphics standard is to be applied and used to ensure consistent app