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1、TRAINING ACTIVITY OUTLINE培训活动纲要Task:Answering the telephone-guest greetings/SPG recognition任务:接听电话、优先顾客计划会员识别规范Code 序号：RM-RES-D010/RM-RES-D011Objectives：At the end of this session,each trainee will be able to know the standardgreeting for direct line and internal line and the greeting techniques and
2、familiar on how to use S.T.A.R.during greeting a phone call.目的：在课程结束的时候，每个学员应懂得接听直线和内线电话的规范，技巧和喜来登对客服务满意规范Standard：Reservation sales agents will handle telephone calls by following S.T.A.Rstandards.1.All telephone calls will be responded within 3 rings,in an audible,suitable,clear and professional m
3、anner.2.In-coming telephone calls will be responded with the proper greetings.3.Reservation lines will be attended at all times between 8：00am and 7：00pm.Reservation calls will be answered within 3 rings,using thecorrect greeting.SPG members are to be identified and given recognition by Reservations
4、ales age nts who will han dle teleph one calls by followi ng S.T.A.R standards.1.Every incoming call from SPG members should be recognized.Ensureevery SPG members ben efits are arran ged prior to arrival accord ing todiffere nt levels.规范：预订部销售文员要按照喜来登宾客满意计划规范来接听每一各电话：1.所有电话应在三声内以音量适宜，速度适当，清晰，专业的方式 接
5、听。2.打进来的电话要以适当的方式来回答。3.预订部在从早上 8：00 至晚上 7：00 都会有人接听电话。确保与每个打进电话的客人确认是否是仕达屋优先顾客计划会员，以保证在客人到达之前按照客人的会员级别作好相应准备。Resources:Flip Chart,Han dout,telepho ne.Pencil and A4 paper.培训器材：白板，白板纸，培训资料，电话，A4 纸。Method培训方式Training Steps培训步骤Time时间Method培训方式Training Steps培训步骤Time时间In troducti on介绍Lecture教案式Prepared on
6、 Flip ChartCon te nts内容Questi ons提问Show“W.I.F.M (Objectives)显示课程目的Prologue:As a Reservati ons Sales Agent,we will an swer theteleph one everyday.开场白：作为一名预订部销售文员我们每天都要接听电话So the objectives of this session is:-(Refer to Objectives ofthis TAO)今天这堂课的目的是：(参考规范与程序The course should be divided into three pa
7、rts:这节课会分为三个部分来讲解：1.Stan dards greeti ng for direct line and intern al li ne.直线和内线电话的问候规范。2.Teleph one Manner.电话礼仪3.SPG Recog ni tion Procedure.仕达屋优先顾客计划会员识别程序5 Mi nutes2 Mi nutesMethod培训方式Training Steps培训步骤Time时间Lecture&Expla nati on教案式与讲解Dem on stratio n展示Practice-Role Play练习-角色扮演Critique评估有谁知道酒店的
8、问候的规范？Show steps on prepared flipchart.Expla in reason for eachstep.Ask tra in ees to comme nt and questi on on each step.将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议 并提冋。Ask participant to be a guest.Show each step.Afterdem on strati on.Refer back to flipchart and review/discusseach step.请参与者为客人，
9、给其讲解步骤，作展示之后，回顾 白板纸上的内容，并讨论每一个步骤。Each tra inee practices first as guest,the n as Reservati onSales Agent.每一个学员先作客人，后作预订部销售文员Case Example 案例：Direct Line 直线电话In ter nal Li ne 内线电话SPG Guest calls 仕达屋优先顾客计划会员打进的电话Accord ing the procedure.按照程序。15 Min utes3 Mi nutes10 Min utesMethod培训方式Training Steps培训步骤T
10、ime时间Summary归纳总结Review Key Poi nts:回顾要点：1.Ask questi ons and have participa nt expla in thesta ndard and its importa nee.提问并请参与者解释规范及其重要性2.Summarize critique points applicable to entire group归纳总结评估过程中对整组有用的要点3.Rein force and discuss the point:加强并讨论以下要点：?Repeat the greet ing sta ndard for direct lineand internal line.重复直线和内线电话的问候规范?SPG guest recog niti on Procedure repeat仕达屋优先顾客计划会员识别规范5 Mi nutesTotal 40 Min utesMethod培训方式Training Steps培训步骤Time时间Method培训方式Training Steps培训步骤Time时间