五星级酒店培训大全--全套教材.doc

THE ST.REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task 任务：Communication 沟通与合作 Code 序号： OH-SM-CS-D004 Objectives目的：At the end of this session, each trainee will be able to 在课程结束后，每位受训者应能： Know what kind of situation that we need communicate. 了解什么情况下需要沟通。 Know how to communicate with the other departments. 了解如何与其它部门沟通。 Know how to communicate between hotel and clients. 了解如何为客人与饭店部门之间沟通。 Standard标准： Refer to SP 参照标准与程序 Resources培训器材：Flip Chart白板, Handout培训资料. Method 培训方式 Training Steps 培训步骤 Time 时间 Introduction 介绍 Discuss 讨论 Prepare on Flip Chart 准备白板 Contents 课程 Explain 讲解 Example 举例 Summary 总结 Show “W.I.F.M.”(objective) 表明从此课所能学到的内容(目标) Why communicate is so important for us. 沟通为什么很重要。 The course should be divided into three parts: 课程可分为三部份： Internal communication. 饭店内部沟通。 How to up date information 如何通过沟通增加信息。 The communication between hotel and client. 饭店与客人之间的沟通。 Explain what is communication and hot to do it. (Refer to SP). 讲解什么是沟通，并如何运用 (根据标准与程序上所提到的项目)。 Effective communication and coordinate can help us get the correct information and serve the client property. 有效的沟通与协调可以帮助我们获取最准备信息，以便充分为客人服务。 Explain each steps of communicate, and present some demonstration during the explaining. 讲解有关沟通的每一步骤，并做相关演式。 1.update what kind of concerned department information. Eg: group information, concierge information, FB promotion, accommodation promotion etc. 在沟通时注意收集什么类形的相关信息。 如：团队信息、礼宾部情况、餐饮推广活 动、酒店房价销售等。 2.How to be a coordinator between hotel and client. Refer to SP procedure 3-5 如何作好饭店与客人之间的联络员。 参照标准与程序中程序部份第3-5条。 Ask question and have participant explain. 提问，并请回答者解讲其内容。 Summarize the point of this session. 总结此次课程要点。 10min 50min 10min Total: 60min THE ST.REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task 任务：FOLLOW UP ACTION 活动跟进 Code 序号： OH-SM-CS-D005 Objectives目的：At the end of this session, each trainee will be able to 在培训结束后，每位受训者应能： Familiar