【正文】 ：Handout培訓(xùn)資料, Flipchart白板, Example Form例表.Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹Lecture 講解Prepare on Flip Chart準(zhǔn)備白板Contents課程Prepare Flip Chart準(zhǔn)備白板Lecture講解Discussion amp。Record the petitors information.記錄競爭對(duì)手調(diào)查信息。(F/C 2 )Remarks: Every associates must be take responsibility to develop our hotel brand in any time.提示： 每個(gè)員工任何時(shí)候都將有責(zé)任推廣酒店品牌。(我們?nèi)绾卧诜?wù)中向客人展示我們的品牌？)Question:Expect hotel brand identity, what other need we know as a sales person?除了品牌一致，作為銷售人員我們還需要了解什么？all answers will be prepared before this session, through LCD demonstration .所有的答案將事先準(zhǔn)備好，運(yùn)用LCD 展示。: 我們從中能獲得什么？We will know all brand under the Starwood Hotels and Resorts and can get more confidence when we do sales calls or interview clients. Because all the brand must be market leader in hotel industry.我們將了解所有仕達(dá)屋旗下的所有品牌，當(dāng)我們同客戶見面時(shí)獲得更多的信心，因?yàn)槊總€(gè)品牌都是酒店行業(yè)的佼佼者。Selfintroduction and give a warm wele.自我介紹向?qū)W員表示歡迎。 品牌鑒別標(biāo)準(zhǔn)是要保持品牌使用要前后一致。 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 application without promise.標(biāo)準(zhǔn)： 這個(gè)政策將保持持續(xù)及使瑞吉品牌更清楚。15min 10min5min30min5min5min5min5min5min5min15minTotal: 60minTask: Brand Identity任務(wù)： 品牌一致Code序號(hào): OHSMCSS003Objectives：At the end of this session, each trainee will be able to ensure the protection and correct use of brand identity by sales associates. 目的： 課程結(jié)束后，每一個(gè)學(xué)員將能夠確保保護(hù)和正確使用品牌。Emphasis the key points.強(qiáng)調(diào)今日重點(diǎn)。Take supplier used record, arrange supplier file once half a year, and report it to the DOSM.有關(guān)供應(yīng)商使用情況，應(yīng)在每半年整理檔案時(shí)，向市場銷售總監(jiān)匯報(bào)。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(dòng)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(shí)進(jìn)行聯(lián)絡(luò)溝通。Valid contact with each suppliers, and collect the information.有效的與所選定的供應(yīng)商進(jìn)行聯(lián)絡(luò)，并為供應(yīng)商案收集相關(guān)信息。(如：投影、活動(dòng)舞臺(tái)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。The service that can keep respondence of hotel. 能與飯店服務(wù)標(biāo)準(zhǔn)保持一致的。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。Content client the additional request.滿足客人的額外要求。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。P standard Resources培訓(xùn)器材: Clip Chart, Overhead Projector, Hand Out. 白板，投影儀，培訓(xùn)資料 Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹Discuss 討論P(yáng)repare on the Clip Chart, show the topic of this session準(zhǔn)備白板，寫出本節(jié)內(nèi)容Contents內(nèi)容Lecture 講解Group Discuss 分組討論Lecture講解Example舉例Lecture講解Overhead projector投影儀Lecture講解5. Summary 總結(jié)Show “.”(objective)表明從此課所能學(xué)到的內(nèi)容(目標(biāo))Q1: Can the hotel offer all the request of catering client about the facilities? 飯店是否能為客人提供他們所需要的所有設(shè)備設(shè)施？Q2: Is anyone have the experience that hotel can’t offer the facility for the guest because hotel without哪位曾經(jīng)有過飯店不能提供某項(xiàng)服務(wù)只因?yàn)轱埖隂]有此樣設(shè)備或設(shè)施？Q3: Normally what can you do when at this situation.通常情況下您是如何來解決這樣的問題的。5 minutes20 minutes15 minutes5 minutes10 minutes10 minutes5 minutesTotal 70 minutesTask 任務(wù)：Suppliers File 供應(yīng)商檔案 Code 序號(hào)： 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。P展示給學(xué)員所有的標(biāo)準(zhǔn)和程序并總結(jié)要點(diǎn)。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(jià)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(shí)在飯店沒有消費(fèi)，但有能力以較好價(jià)位在飯店消費(fèi)的客戶稱為潛在客戶。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)mercial account / Overseas amp。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。Review key points 回顧要點(diǎn)10 minutes10 minutes20 minutes15 minutes10 minutesTotal 65 minutesTask: Account Management任務(wù): 客戶管理Code序號(hào): OHSMCSA002Objectives：At the end of this session, each trainee will be qualify his / her accounts In terms of account base.目的: 課程結(jié)束后每個(gè)學(xué)員都將能夠獨(dú)立管理自己的客戶。 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(píng)估。Color coding files by Key Accounts, Key Prospects and Other Active Files will prove useful. 將按顏色來鑒別重要客戶，潛在生意客戶和其他行為檔 案Files will be kept