酒店《接聽(tīng)電話(huà)／優(yōu)先顧客計(jì)劃會(huì)員識(shí)別標(biāo)準(zhǔn)》培訓(xùn)活動(dòng)綱要

1、酒店接聽(tīng)電話(huà)優(yōu)先顧客計(jì)劃會(huì)員識(shí)別標(biāo)準(zhǔn)培訓(xùn)活動(dòng)綱要酒店接聽(tīng)電話(huà)優(yōu)先顧客計(jì)劃會(huì)員識(shí)別標(biāo)準(zhǔn)培訓(xùn)活動(dòng)綱要酒店接聽(tīng)電話(huà)優(yōu)先顧客計(jì)劃會(huì)員識(shí)別標(biāo)準(zhǔn)培訓(xùn)活動(dòng)綱要AHEL大酒店TRAININGCITYOUTLINE培訓(xùn)活動(dòng)綱要Task:Answergthelphone-guestgeing/SPGrecontion未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載任務(wù):接聽(tīng)電話(huà)/仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員識(shí)別標(biāo)準(zhǔn)Code序號(hào):RM-ESD010/RMRD011Obctve:thedothissesi，eachtaieewllbeabeoknothetndardgeigfdictlineandnternalneandthgretngt

2、chniuesandmiliaronhowtoe.T.R.drngretihecall.未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載目的：在課程結(jié)束的時(shí)候,每個(gè)學(xué)員應(yīng)懂得接聽(tīng)直線(xiàn)和內(nèi)線(xiàn)電話(huà)的標(biāo)準(zhǔn)，技巧和喜來(lái)登對(duì)客服務(wù)滿(mǎn)意標(biāo)準(zhǔn)Staa：RsraionslsagentwlhandletelephncllsbyfloingS.sanards.未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載Allelephonecallswlerespondedwthin3rng,innaudble,suitable,learandproessiolmnner.未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載Inominteepoecallwllberspod

3、dwththeprpegreetings未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載Reservatilneswillbetendeatalltbetwee8:00amad7:0pm.eservationcalswilbeaneedthi3ins,sigtcreceeng.未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載SPGmebertbeientifidandgivenecogiinbyRsrionsaaentshowihandetelephoecalsbfllowingS.T.Rsadard.未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載EveryincoingallfromSGmbessholdreonize.Ensureee

4、rPmebnitsrearrangeportoaialaccoingtodiffrtlevels未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載標(biāo)準(zhǔn)：預(yù)訂部銷(xiāo)售文員要按照喜來(lái)登賓客滿(mǎn)意計(jì)劃標(biāo)準(zhǔn)來(lái)接聽(tīng)每一各電話(huà):所有電話(huà)應(yīng)在三聲內(nèi)以音量適宜,速度適當(dāng)，清晰,專(zhuān)業(yè)的方式接聽(tīng)。打進(jìn)來(lái)的電話(huà)要以適當(dāng)?shù)姆绞絹?lái)回答。預(yù)訂部在從早上8:00至晚上7：00都會(huì)有人接聽(tīng)電話(huà)。確保與每個(gè)打進(jìn)電話(huà)的客人確認(rèn)是否是仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員,以保證在客人到達(dá)之前按照客人的會(huì)員級(jí)別作好相應(yīng)準(zhǔn)備。未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載Reoue:lipCht,Hndout,ephon,PencilandA4ppe未經(jīng)許可請(qǐng)勿轉(zhuǎn)載未經(jīng)許可請(qǐng)勿轉(zhuǎn)載培

5、訓(xùn)器材:白板，白板紙,培訓(xùn)資料,電話(huà),A4紙。Mthod培訓(xùn)方式TrainngStps培訓(xùn)步驟Tme時(shí)間Ioduin介紹Lecture教學(xué)式PraedonipCartCotn內(nèi)容Questions提問(wèn)Lctre&Exlanation教學(xué)式與講解Deonstration展示Prctice-RolPlay練習(xí)角色扮演Crique評(píng)估Sumry總結(jié)Show“W.F.Oectie顯示課程目的Prologu：saseratioslesget，weianswerthetelphoevrda.開(kāi)場(chǎng)白:作為一名預(yù)訂部銷(xiāo)售文員我們每天都要接聽(tīng)電話(huà)Sotebjtivesfthissessini:RferoObec

6、tiesofthis今天這堂課的目的是:參考標(biāo)準(zhǔn)與程序Theureshoudbevidinothreart:這節(jié)課會(huì)分為三個(gè)部分來(lái)講解：Stanardsringfordirtlienditenalne.直線(xiàn)和內(nèi)線(xiàn)電話(huà)的問(wèn)候標(biāo)準(zhǔn)。leoneMaer.電話(huà)禮儀SPeonitonroedure.仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員識(shí)別程序Whkohtesstndardgting?有誰(shuí)知道酒店的問(wèn)候的標(biāo)準(zhǔn)？howsponreparlipchat.Eplanreasooeacste.Atrainestoommendquestionoeahstep.將所有程序的主要內(nèi)容事先寫(xiě)在準(zhǔn)備好的白板紙上,逐步作以講解,在講解過(guò)程

7、中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。skarticpantobeagtowachstepAfteemostrati.Rerbacoflipcatadevew/dscusseachtep.請(qǐng)參與者為客人，給其講解步驟，作展示之后,回顧白板紙上的內(nèi)容,并討論每一個(gè)步驟。Eachtraneepctisfrstauest，naserialesAgen每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷(xiāo)售文員aeExape案例：rectine直線(xiàn)電話(huà)Intrnaline內(nèi)線(xiàn)電話(huà)SPGustclls仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員打進(jìn)的電話(huà)Acoingtheproceure.按照程序。ReieweyPnt：回顧要點(diǎn):Asqueionsandhavarticpnteinhestndadaditsimpotace.提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性u(píng)mmarizciiqepintsplicabletoentregoup總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)Reiforcndicsthepoint：加強(qiáng)并討論以下要點(diǎn)：Repettegreetingstandrdfordireciea