THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task： VIP Guest Handling
任务: 贵宾接待
Code 序号： OH-SM-RM-D103
Objectives: At the end of this session, each trainee will be able to provide guideline
and empower sales associate to extend VIP set up at customer contact
point under necessary circumstances.
目的: 课程结束后，每个学员将能够提高指导方针和授权每一个销售员工
在必要的时候向客人提供VIP 客人接待标准。
Standard：All sales associates are empowered to extend VIP set up to qualified
VIP guest. VIP set up can be offered on VIP set up categories. Special
requests will be approved by GM or Hotel Manager. Before the VIP
guest arrival, the sales associate will brief every department, double check
with Guest Service Manager. The sales associate will meet and greet the top
level VIP guest with Director of Sales & Marketing or Excom member on
arrival. The sales associate will make personal or telephone contact with the
VIP guest during the guest stay. The sales associate will see the VIP guest off
upon departure.
标准: 每个销售部员工将被授权在适当的时候给予客人VIP 待遇。接待标准
必须按照酒店标准。特殊的要求必须经市场总监和总经理批准。贵宾到
店前，销售部员工将通知有关部门并与前台宾客服务经理一起重新确认
客人要求。销售部员工将市场销售总监一起在客人到达时迎接。销售部
员工将在客人如住期间向客人问候并在客人离店时与客人道别。
Resources： LCD, Flip Chart, OHP
培训器材: LCD, 翻转展示板，幻灯机
Method
培训方式
Training Steps
培训步骤
Time
时间
Ice break
打破僵局
Introduction
介绍
Prepared on Flipchart
在白板上准备好
Lecture Contents
讲解和内容
R