【正文】 ate (2) Meeting Delegates 會(huì)議代表 Business Travellers 商務(wù)散客 Connections Village 相聚天地 Room To Relax 舒適的房間 Connect meet and eat 聯(lián)系 – 聚會(huì)就餐 Work support Bedside shopping 工作支持 – “公私兼顧”購(gòu)物單 Support, Success, Acplishment 支持、成功、 富有成就 Support, Relaxation, Incontrol 支持、放松、 掌握 Target 目標(biāo) Advertisement 廣告 Key 關(guān)鍵 因素 Values 價(jià)值 Product 產(chǎn)品 67 Brand Values 品牌價(jià)值觀 Emotional Benefits 情感收益 Functional Benefits 功能效益 Brand Features 品牌特色 Brand Essence 品牌本質(zhì) Advertising Delivers Brand Messages 廣告宣傳品牌信息 68 Brand Advertising 品牌廣告 Demonstrates insights through an “I know what you are going through” approach 通過 “ 我了解您的意愿”展示我們的洞察力 69 Tactical Advertising 策略性廣告 Demonstrates understanding through “Business Problem Solution” approach 通過“商務(wù)問題與解決方案”展示我們的理解 70 FB Advertising 餐飲廣告 Demonstrates understanding through “Business Problem Leisure Solution” approach 通過“商務(wù)問題與休閑方案”展示我們的理解 71 Most importantly 最關(guān)鍵的 It is NOT about our hotel (What we have) 它不是關(guān)于我們酒店的產(chǎn)品 （我們擁有什么） It is about the Experience at our hotel (What WE can offer) 而是關(guān)于客人在我們酒店的體驗(yàn) （我們能夠提供什么） 72 E R O C 1. Connect 聯(lián)系 2 Opportunity 機(jī)遇 3 Respond 反應(yīng) 4 Ensure 保證 The service style that enables successful interactions 服務(wù) 風(fēng)格確保提供滿意服務(wù) Service Strategy (2) 核心服務(wù)戰(zhàn)略 73 Programme Objectives 課程目標(biāo) At the end of this workshop you will be able to: 在本課程結(jié)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(gè)關(guān)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(biāo)客戶的含義，分別列舉出這些目標(biāo)客戶入住皇冠品牌酒店的兩個(gè)理性原因和兩個(gè)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(guān)心目標(biāo)客戶并使其能夠在皇冠品牌酒店體驗(yàn)成功服務(wù)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(mèng)想成真”戰(zhàn)略中的角色 74 Thank you! 謝謝！ 75 謝謝觀看 /歡迎下載 BY FAITH I MEAN A VISION OF GOOD ONE CHERISHES AND THE ENTHUSIASM THAT PUSHES ONE TO SEEK ITS FULFILLMENT REGARDLESS OF OBSTACLES. BY FAITH I BY FAITH 。 I want a hotel that projects a good image of me and my pany 我希望酒店能夠?yàn)槲液臀业墓咎峁┖玫男蜗? I want to relax when I finally finish my business 我希望在生意結(jié)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(xì)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 informal meetings consistently and pletely 皇冠酒店是商務(wù)型酒店， 它立足于為正式和非正式會(huì)議 持續(xù)不斷并全面地提供完善的服務(wù)和設(shè)施 Point of Difference 不同觀點(diǎn) 20 There are many meetings product, but no one does meetings well. Crowne Plaza will focus and dominate corporate meetings (formal and informal) as a Brand 市場(chǎng)上的會(huì)議產(chǎn)品并不少，但沒有做的非常出色的。我們的客人，才是真正的舞臺(tái)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(jǐn)慎。 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(guān)系都建立在信任的基礎(chǔ)之上，我們必須通過實(shí)現(xiàn)我們的承諾而獲得客人的信任。 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(wù)需求。Make It Happen 夢(mèng)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(biāo)展示 ? Make it Happen – The Big Picture 夢(mèng)想成真 – 畫卷展示 ? The Thoughtful Achiever 深謀遠(yuǎn)慮 的成功人士 3 Agenda 日程安排 ? Make It Happen – The . Strategy 夢(mèng)想成真 – 核心戰(zhàn)略 ? The Meeting Moments Game 會(huì)聚時(shí)刻 游戲 ? Wrapup and Close 總結(jié)和結(jié)束 4 Programme Objectives 課程目標(biāo) At