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 S&P
参照标准与程序
Resources培训器材：Flip Chart白板, Handout培训欧亿·体育（中国）有限公司.
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 S&P).
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, F&B
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 S&P 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 ex