某酒店前台营销培训深深一吻

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Wyndham Hotel Group International Confidential & Proprietary Information,Front Desk Sales,前台营销,Check Into Your Secret Sales Force,发掘你潜在的营销力,Workshop Topics,课程主题,Discovering Your Secret Sales Force,发现你潜在的营销力,Six Steps to Successful Selling,成功营销的六个步骤,Selling Strategies,营销策略,Training Your Staff to Sell,员工销售培训,Housekeeping Details,课程细节,Please silent your,cell phones,请将手机设置成静音模式,Please refrain from using personal laptop computers during class,请不要在课上使用电脑,Take restroom breaks when needed,需要时可进行洗手间休息,Ask questions & seek clarification,提出问题并努力解决,Contribute to class discussion & participate in activities.,积极参与课堂讨论和活动,Lunch,午餐时间,Smoking Area,吸烟区,Emergency Exits,紧急出口,Window of Opportunity,打开心扉，把握机会,Housekeeping Details,课程细节,Who is the Secret Agent?,谁是“秘密特工”？,Goal: Shake hands and introduce yourselves to as many people as possible.,目标：和尽可能多的学员握手并介绍你自己,Each person you meet, tell them the following about yourself:,从以下方面向别人介绍你自己：,Name,姓名,Position,职位,Years in the hospitality industry,在酒店业工作的时间,What motivated you to be here today?,什么促使你今天来参加这个课程,Discovering Your Secret Sales Force,发掘你潜在的营销力,Your Secret Sales Force - increase sales through:,你潜在的营销力通过以下方面增强销售,Reservations,预订,- Phone inquiries,-,电话咨询的顾客,- Walk - ins,-,即兴登门的顾客,Handle Objections,应对回绝,Upsell at Registration,入住登记时的“引导式销售”,Internet Bookings,网上预订,Six Steps to Successful Selling,成功营销的六个步骤,6 Front Desk Sales Steps,前台营销的六个步骤,1. Use a,Planned,Sales Approach,应用,计划好的,营销方法,2.,Effective,Communication,Increases,Sales,有效的,沟通能够,增强,销售,3. Hotel Knowledge is,Power,理解你的酒店具有强大的,力量,4. Determine Guest,Needs,and,Wants,- Sell,Features,and,Benefits,明确顾客的,要求,和,需求,销售,特色,和,实惠,5.,Overcome,Objections &,Close,the Sale,克服,销售异议并,达成,交易,6. Create a,Great Lasting,Impression,树立一个,良好持久,的印象,1. Use a Planned Sales Approach,应用计划好的营销方法,KnowyourCustomer,了,解,解,你,你,的,的,顾,顾,客,客,Customertypes,顾,客,客,的,的,类,类,型,型,Customerneedsandwants,顾,客,客,的,的,要,要,求,求,和,和,需,需,求,求,Anticipatingcustomerneedswhencommunicatingwiththem,在,和,和,顾,顾,客,客,交,交,流,流,时,时,预,预,知,知,他,他,们,们,的,的,要,要,求,求,Beabletodescribethevalueofyourproduct,能,够,够,描,描,述,述,出,出,你,你,的,的,产,产,品,品,价,价,值,值,Whattypeofgueststaysatyourhotel?,哪,种,种,类,类,型,型,的,的,顾,顾,客,客,在,在,你,你,的,的,酒,酒,店,店,入,入,住,住,？,？,Canyounamethemall?,你,能,能,叫,叫,出,出,他,他,们,们,的,的,名,名,字,字,吗,吗,？,？,Whataretheirneeds?,他,们,们,的,的,需,需,求,求,是,是,什,什,么,么,2.EffectiveCommunicationIncreasesSales,有,效,效,的,的,沟,沟,通,通,能,能,够,够,增,增,强,强,销,销,售,售,Communication,沟,通,通,Consistsofthreeparts,由,三,三,部,部,分,分,组,组,成,成,Bodylanguage,肢,体,体,语,语,言,言,Tone/inflection,语,音,音,语,语,调,调,Words,措,词,词,我,如,如,何,何,帮,帮,您,您,？,？,55%,35%,10%,ThePowerofCommunication,沟,通,通,的,的,力,力,量,量,Tappingfingers,手,指,指,敲,敲,桌,桌,子,子,Yawning,打,哈,哈,嘁,嘁,Smiling,微,笑,笑,Angry,怒,气,气,DistractedbytheirKids/family,被,孩,孩,子,子,和,和,家,家,庭,庭,分,分,心,心,GoodCommunicationSkills,有,效,效,沟,沟,通,通,的,的,技,技,巧,巧,Usepositivewordssuchas-,“,“Can,”,”,“,“Will.,”,”,使,用,用,积,积,极,极,的,的,言,言,辞,辞,，,，,例,例,如,如,“,“,可,可,以,以,”,”,，,，,“,“,会,会,”,”,NeversayNever!,绝,对,对,不,不,能,能,说,说,“,“,决,决,不,不,”,”,！,！,UseProfessionalLanguage,使,用,用,专,专,业,业,的,的,语,语,言,言,Thinkbeforeyouspeak.Avoidjumpingtoconclusions,思,而,而,后,后,言,言,，,，,避,避,免,免,匆,匆,忙,忙,作,作,结,结,论,论,。,。,Communication,ThingsToAvoid,交,流,流,应,该,该,注,注,意,意,避,避,免,免,的,的,事,事,项,项,Interruptingaguest,打,扰,扰,顾,顾,客,客,Hanginguponaguest,把,顾,顾,客,客,晾,晾,在,在,一,一,旁,旁,Expressingangertowardstheguest,向顾,客,客倾,吐,吐怨,气,气,Raisingyourtonetowardtheguest,跟顾,客,客说,话,话时,音,音调,过,过高,Usingprofanitytowardaguestorwithinhearingdistanceofaguest,直接,或,或者,在,在顾,客,客能,听,听见,的,的距,离,离范,围,围内,对,对顾,客,客使,用,用不,敬,敬言,辞,辞,Teatime!,TelephoneSkills,打电,话,话的,技,技巧,ReasonsPeopleCall,打电,话,话的,原,原因,Makeareservation,预订,Speaktoaguest,与顾,客,客交,流,流,Obtaininformationaboutyourhotel,获取,酒,酒店,的,的相,关,关信,息,息,Speaktoarepresentativeofyourhotel,与酒,店,店代,表,表进,行,行交,流,流,PhoneEtiquette,打电,话,话中,的,的礼,节,节,Answerthephoneprofessionally,接听,电,电话,专,专业,化,化,Answerinatimelyfashion,按照,惯,惯例,及,及时,接,接听,Giveindividualattention,个性,化,化处,理,理每,一,一个,电,电话,Avoidinterruptingthecaller,避免,打,打断,来,来电,者,者的,话,话,Useprofessionallanguageandtone,使用,专,专业,语,语言,和,和语,调,调,-Avoidhotel/industryterms,避免,使,使用,酒,酒店,特,特殊,用,用语,-Avoidbadlanguage,slang,orjargon,避免,使,使用,不,不礼,貌,貌的,话,话语,、,、行,话,话或,黑,黑话,Avoidplacingthecalleronholduntilhe/sherepliestothatrequest.,回复,顾,顾客,的,的请,求,求前,不,不要,让,让顾,客,客一,直,直拿,着,着电,话,话干,等,等,Avoideatingordrinking,避免,在,在接,听,听电,话,话时,吃,吃东,西,西或,者,者喝,东,东西,ToneofVoiceMakesanImpact,语音,语,语调,留,留下,映,映象,Beupbeat,要乐,观,观,Rememberthepersoncallingcantellyourmoodbythetoneofyourvoice,请记,住,住打,电,电话,的,的人,能,能够,通,通过,你,你的,语,语音,语,语调,感,感觉,出,出你,的,的情,绪,绪,Answereachcallasifitsthefirstoneoftheday,把每,一,一个,电,电话,都,都当,作,作是,一,一天,中,中的,第,第一,个,个电,话,话来,对,对待,TipsforEffectiveTelephoneReservations,有效,电,电话,预,预定,的,的小,技,技巧,Offeryournameattheinitialgreeting,在第,一,一问,候,候的,同,同时,告,告诉,对,对方,你,你的,名,名字,Befriendlyandprofessional,态度,友,友好,而,而专,业,业,Buildrapport,建立,共,共识,Peopledonotcarehowmuchyouknowuntiltheyknowhowmuchyoucare,只有,顾,顾客,感,感受,到,到你,的,的真,诚,诚，,他,他才,会,会乐,于,于倾,听,听,HotelKnowledgeisPower,酒店,知,知识,就,就是,力,力量,ThingsEveryFrontDeskAgentShouldKnow,件每,一,一个,前,前台,工,工作,人,人员,应,应该,知,知道,的,的事,情,情,Featuresofthehotel,该酒,店,店的,特,特点,Directionstoareaattractions,当地,旅,旅游,景,景点,的,的大,致,致方,向,向或,位,位置,Roomtypesandlocations,房间,类,类型,以,以及,分,分布,Hotelratestructure,酒店,价,价格,构,构成,Whattheycan/cantdototakecareofaguest,酒店,在,在照,顾,顾顾,客,客上,能,能够,做,做什,么,么，,有,有什,么,么是,做,做不,到,到的,5,KnowledgeisPower,知识,就,就是,力,力量,TeachingYourStaffEffectively,实际,有,有效,地,地教,会,会你,的,的员,工,工,Orientation,情况,介,介绍,Jobaids,工作,中,中的,协,协助,Onthejobtraining,工作,培,培训,Pre-shifttraining,换岗,培,培训,Periodictesting,周期,性,性测,验,验考,察,察,DetermineGuestNeeds&Wants,明确,顾,顾客,的,的需,求,求,SellFeatures&Benefits,营销,特,特色,&,实惠,DelivertheBenefits,传递,实,实惠,Needs,需求,Whatyourclientrequiresordesires,你的,顾,顾客,需,需要,什,什么,，,，想,要,要什,么,么,Features,特色,The,“,“things”andservicesyouoffer,你所,提,提供,的,的服,务,务,Benefits,实惠,What,sinitfortheclient,hiscompany,and/ortheirattendees?,顾客,及,及其,所,所在,公,公司,或,或者,是,是活,动,动参,与,与者,能,能够,从,从你,的,的服,务,务中,得,得到,什,什么,？,？,PeopleBUYbenefits,notfeatures!,人们,花,花钱,是,是买,实,实惠,，,，不,是,是酒,店,店的,特,特色,！,！,TheBenefitBall,实惠,之,之球,Corporate,法人,Seniors,老年,人,人,Family,家庭,Government,政府,Group,团体,FeaturesandBenefits,特色,和,和实,惠,惠,Listthefeaturesofyourproperty,列出,本,本酒,店,店的,特,特色,Identifyhowthatwillbenefittheguest,明确,这,这些,特,特色,将,将如,何,何给,顾,顾客,带,带来,实,实惠,Decidewhatmarketsegmentsthatwouldbenefit,明确,市,市场,哪,哪些,部,部分,能,能够,从,从中,受,受惠,Youmaytry,你可,以,以试,试,试,Mr.Lee,beforeIanswerthat,Ineedtoaskyouafewquestions.,李先,生,生，,在,在我,回,回答,之,之前,，,，我,能,能问,你,你几,个,个问,题,题吗,？,？,Whatisbringtoyoutothearea,Ms.Chang?,张女,士,士，,是,是什,么,么把,你,你带,到,到这,个,个城,市,市的,？,？,Tounderstandyourneedbetter,Mr.Liu,letmegetsomeinformationfromyou.,为了,更,更好,的,的理,解,解您,的,的需,求,求，,李,李先,生,生，,请,请让,我,我从,您,您那,获,获取,更,更多,的,的信,息,息。,Haveyoustaywithusbefore,Mr.Han.,韩先,生,生，,您,您住,过,过我,们,们的,酒,酒店,吗,吗？,Howdidyouhearaboutourhotel,Mr.Yue?,乐先,生,生，,您,您是,如,如何,知,知道,我,我们,酒,酒店,的,的？,Willyoutravelingalone,orbringingyourfamily?,您是,一,一个,人,人，,还,还是,带,带着,您,您的,家,家庭,？,？,Isthisthefirsttimetomeizhou?,您是第一,次,次来梅州,吗,吗？,OvercomeObjections,克服异议,Game,小游戏,Participants: 3volunteers to act asfront office staff,theothersarecustomers,参与者,：,：,3,名志愿者,扮,扮演前台,人,人员，,其,其余扮演,顾,顾客,Time: 5minuteseach ,totally 15minutes,时间 ：,每,每人,5,分钟，,共,共,15,分钟,Rules:,规则：,1.Thefront officestaff is selling aserviceto the customers, and customersaretryinghardtosingle out the various faults oftheservice,thetaskisto answer each questionin aproperway, evensomecustomers are fuzzyandpicky.,前台人员,现,现在要将,酒,酒店某项,服,服务推销,给,给顾客，,而,而顾客,则,则要想方,设,设法地挑,出,出该服务,的,的毛病，,服,服务人员,要,要用合适,的,的方法回,应,应顾客，,即,即使顾客,是,是在鸡蛋,里,里挑骨头,。,。,2.Youcanselect to sell Wyndham Awards, Harbor View Room,Self-service Breakfast,你可以选,择,择推销温,德,德姆奖励,计,计划，,海,海港景观,套,套房，,自,自助早餐,3.Thebestonewill get rewarding,表现最好,的,的一名参,与,与者将获,得,得奖励,HandlingObjections,处理异议,Listen carefullyandconfirmyour understandingof the objection,认真听清,楚,楚并且正,确,确理解异,议,议,Clarify/ restate the customersobjection,明确,/,重复顾客,的,的异议,Preparethecustomerforyour response,准备答复,你,你的顾客,Acknowledgewhatthecustomer has said,确认顾客,所,所表达的,意,意思,Respondto the objection,答复顾客,的,的异议,OBJECTION,异议,RESPONSE,答复,PRICE,价格,“,We also have a special package available. For only more, we can upgrade you to one of our suites and include a complimentary full breakfast.”,“,我们还提供一个特别套餐。只要再多付,钱，你就可以升级享受套房待遇，并包含早餐。”,POSTPONEMENT,推迟,“,Thats a particularly busy weekend for us and we will most likely sell out. Can we hold that reservation for you to guarantee you a room?”,“,现在刚好是我们酒店非常忙的一周，我们快要客满了。我们是否需要为您保留预订，来保证您的入住？,”,ManagingObjections,处理异议,To MaketheSale:,为了营销,：,：,Planyour rate quoting strategies (Rateof the Day),战略性计,划,划定价（,当,当日房价,）,）,Quote value,介绍展示,价,价值,Listen for acceptance orresistance,赞同和反,对,对意见都,要,要听,Usetransitionsto understand and respond toa customers objections,换位理解,并,并答复顾,客,客的反对,意,意见,Offer toclose the sale,主动达成,销,销售,Letus haveLunch!,6.Createa GreatLastingImpression,创造良好,而,而持久的,印,印象,YouNever Get aSecond Chance toMake aGreat FirstImpression.,你永远没,有,有第二次,机,机会去创,造,造一个美,好,好的第一,印,印象,Capturing PhoneInquiries,抓住电话,垂,垂询,Availability,房间可用,性,性,Amenities,房间设施,RateoftheDay,当天价格,Close the Sale,关闭出售,Walk- Ins,步行程式,Greet them witha smile,微笑着打,招,招呼,Be friendlyandprofessional,友好并且,专,专业,Build rapport,建立融洽,关,关系,Walk- Ins,步行程式,Knowyour hotel,了解你的,酒,酒店,Strengths,策略,SellingSkills,销售技巧,PositiveAttitude,积极的态,度,度,Knowledge ofCompetition,了解竞争,者,者,Knowledge ofDemand,了解需求,SellingStrategies,销售策略,Areyoumaximizing the benefitsof thisvaluableprogram?,你是否将,这,这个富有,价,价值的项,目,目的收益,最,最大化了,？,？,WyndhamRewardsTwoWaystoEarn,温德姆奖,赏,赏计划,获得的两,个,个途径,Qualified staysat participatinghotels,在参与的,酒,酒店中符,合,合积分标,准,准的住宿,CarRental partners,租车合作,伙,伙伴,WyndhamRewardsAdministration,温德姆奖,赏,赏计划,监管,Front Desk staffmust know how to:,前台的员,工,工必须知,道,道如何：,Enroll new members,招收新成,员,员,Ensure members get theirpointsfortheir stays,确保会员,得,得到与入,住,住天数相,应,应的积分,Processfreenight stays,办理免费,过,过夜,Advantages of Joining,Wyndham,Rewards,加入温德,姆,姆奖赏计,划,划的好处,Itsto join.,Earntoward freenight staysat overhotels,and,brands,or you can choose toearn them fromeverydaypurchases and transactions.,Itseasy topoints for freenight stays,airlinetickets, car rentalandmuch more.,If you dontenrollnow,youcanor go toorto enroll and choosewhere you wantyourpointsto go.,Youhaveaccess to checkpoints,redeem rewards or make reservationsusing,.,free,points,6,300,9,redeem,call00(800)367-87477,B,WyndhamR,24 hour,WyndhamR,Advantagesof Joining,Wyndham,Rewards,加入温德姆,奖,奖赏计划的,好,好处,_,加入,在超过,_,家的酒店和,_,个酒店品牌,获,获取免费过,夜,夜的,_,，或者你可,以,以选择从每,日,日的购买和,交,交易中获取,很容易将积,分,分,_,为免费过夜,，,，飞机票，,汽,汽车租用和,其,其他更多项,目,目,如果你现在,没,没有加入，,你,你可以,_,或者进入,_,或,_,加入该计划,并,并选择你想,要,要的积分兑,换,换项目,你有,_,的权限通过,_,查询积分，,兑,兑换奖励或,预,预定,免费,积分,6,300,9,兑换,拨打,00(800)367-87477,B,24,小时,WyndhamR,WyndhamR,Wyndham Rewards,Scripts,温德姆奖赏,计,计划,规范用语,Use scripts that includequestionsaboutWyndham Rewards!,使用规范用,语,语来回答所,有,有关于温德,姆,姆奖赏计划,的,的疑问！,Enforce them! Checkregularlyto ensurescripts are being used!,推广它们！,经,经常检查以,确,确保规范用,语,语正在被使,用,用！,Mention WyndhamRewards at least 4timesto each guest:,向每个顾客,至,至少,4,次提到温德,姆,姆奖赏计划,Reservation,预定,Check-in,入住,Welcome call,欢迎电话,Check-out,退房,Wyndham Rewards,Scripts,温德姆奖赏,计,计划,规范用语,Consider thesePossible Selling Scenarios,考虑一下这,些,些可能实行,的,的销售方案,Opening dialogue:,开场白,“Mr.Smith, areyoua WyndhamRewards member?,”,”,“Smith,先生， 您,是,是温德姆奖,赏,赏计划的会,员,员吗？”,If the guest does not wish toenroll atthattime:,如果此时顾,客,客不想加入,该,该计划,“If you donotwishto enrollnow,I canenroll you atanother time duringyourstayor upon your checkout.”,“,如果您现在,不,不想加入，,我,我可以在,您,您在酒店的,其,其他时间或,您,您退房时帮,您,您加入。”,Consider thesePossible Selling Scenarios,考虑一下这,些,些可能实行,的,的销售方案,Discussingfeatures& benefits:,说明特色和,好,好处,“There aremanyvaluableoffers tothisprogram that Iwillbe glad totellyouabout.”,”,这个计划提,供,供了很多有,价,价值的服务,，,， 我很高,兴,兴能给您介,绍,绍一下。“,Rateof the Day,当日房价,Is the most effective price point basedon demandand capacity conditions.,根据需求和,供,供给情况而,确,确定的最有,效,效的价格,The only non -qualifiedrateavailable.,唯一的通用,价,价格,Can be reviewedon adaily basis and adjustedas marketanddemand conditions warrant.,根据每日的,情,情况确定并,根,根据市场和,需,需求情况调,整,整,Selling Rate oftheDay,销售当日价,格,格,May Iaskwhatbrings youto the area?,Do you have anyrooms available tonight?,Hello! Welcometo our hotel! My name isMary.Howmay Ihelpyoutoday?,We have a,beautiful,poolside non-smokingKingDeluxe room available featuring alargedeskand,freeHighSpeedInternet,so that you canworkon your presentation.,Im here makinga presentationto alocal business.,我能问问您,来,来这里有何,贵,贵干吗,?,今晚还有空,房,房吗,?,您好！,欢,欢迎来到我,们,们的酒店！我是,Mary.,今天我能为,您,您做点什么,呢,呢？,我们有一间,很,很漂亮的在,游,游泳池边的,无,无烟国王豪,华,华房， 配,有,有大字台和,免,免费的高速,宽,宽带， 方,便,便您的工作,我在这里为,本,本地的一个,公,公司做演讲,No problem. Wealsohavea suite available with asmallconference table thatsjustrightforyourneeds. Itwillbe agreatlocationfor your meeting.,Great, butI also need space to hold a briefmeeting with aclient.,没问题。,我,我们还有,一,一个带小会,议,议桌的套间,，,， 正合你,意,意。,正是您开会,的,的好地方,很好， 但,是,是我还需要,足,足够空间同,一,一个客人开,个,个小会,I canoffer youourspecial,Rateof the Day,for our suitesof only . Can Igo ahead and book that suite for you?,Great, Ill take it!,Verygood.Areyou aWyndham Rewards member?,我们可以按,今,今日特价提,供,供给您套房,，,，仅,。我现在能,给,给登记这个,房,房间了吗？,太好了，,那,那就订这间,吧,吧,非常好。,您,您是旅行,奖,奖励计划的,会,会员吗？,PrincipalGuidelines: Rate ofthe Day,方针指导：,当,当日价格,RateParity,价格透明,Quotethesamerateacross allchannels(voice, , thirdpartywebsites,GDS& propertydirect),所有的渠道,都,都引入统一,的,的价格（语,音,音服务, ,， 第三方,网,网 站，,GDS &,酒店直接预,订,订）,Supportedwith,“,“BestAvailableRate,”,” guarantee.,以”当日最,佳,佳价格“项,目,目加以保障,RateIntegrity,价格体系的,规,规范,Onlyofferdiscountsto qualified customers vs. everyone.,仅向符合条,件,件的顾客而,不,不是所有人,提,提供折扣,Supports and lends credibilityto negotiatedrates.,为商定费率,提,提供支持并,出,出借信誉,PrincipalGuidelines: Rate ofthe Day,方针指导：,当,当日价格,Coffee Break!,Upselling,引导式销售,UpsellingGuiding the Guest,引导式销售,引导顾客,Two Methods forTaking AReservation,进行预定的,两,两种方式,Add -Up,补充式,Top -Down,引导式,UpsellingLetsGiveita Shot,引导式销售,引导顾客,Working inteams, developan upselling scriptforeachof the scenarios onpage23,几人一组，,共,共同完成,23,页几个引导,式,式销售的情,节,节设定,Internet Reservations,网上预订,Internet ReservationStrategies,网上预订策,略,略,Identify OnlineReservations,识别网上预,订,订信息,SOR,SOE,SOT,SOO,SOR,，,SOE,，,SOT,，,SOO,Ensure noratedisclosure,前台工作人,员,员不应泄漏,实,实际价格,Educate guest on bookingdirect,指引顾客进,行,行直接预定,GroupActivity!,小组活动！,Whatare benefits totheguestforbooking directly with thehotel?,顾客直接向,酒,酒店预定会,获,获得哪些益,处,处？,How wouldyou educate theguest onwhy it would bebeneficial tobookdirect?,怎样让顾客,明,明白直接预,定,定对他们是,有,有益的？,CapturingWalk- inReservations,把握即兴登,门,门的顾客,5 Ways toMaximize Appeal,使吸引力最,大,大化的,5,个方法,Landscaping,景观美化,Lighting,灯光,Safety,安全性,Signage,指示牌,Appearance,酒店外观,CapturingWalk- inGuests,留住临时顾,客,客,Connect with the customer,与顾客主动,接,接触,Answer a question with aquestion,用问题回答,问,问题,Create a desireto buy,创造入住期,望,望,Ask for the sale,向顾客实施,销,销售,Putting itallTogether,综合,On page 25in the participantmanual, read the sample walk -in scriptandthencreate your ownversion to askforthe sale.,请翻到学生,手,手册第,25,页，读,walk- in,实例演示，,然,然后自己写,一,一个进行销,售,售的例子。,Game,：,CapturingWalk- inGuests,小游戏：留,住,住临时顾客,Participants :8 volunteers toactas customers ,the othersarefrontoffice staff 4 peoplea group,参与者 ：,8,名志愿者扮,演,演顾客，,其,其余扮演酒,店,店前台工作,人,人员,每,4,人一组,Rules:,规则：,1. Assuming that you worked as front officestaffin threedifferenthotels. The hardware facilities ofeachhotel aresimilar,forexample, the same price,discounts,dinning,quantity and qualityof rooms,fitnesscenter, satellite TV, Internet services,假设你们在,3,家不同的酒,店,店做前台服,务,务。 酒,店,店的硬件设,施,施相同，,比,比如， 相,同,同的价格，,折,折扣，,食,食物， 客,房,房数量和质,量,量， 健身,中,中心， 卫,星,星电视，,网,网络服务,2. The Walk -inguests should inqyire about each hotel,finally selectone,8,位临时顾客,要,要到每家酒,店,店进行询问,，,， 最后挑,选,选一家入住,3. Try you hard tocapture the guests.Theone who get most guests will be thewinner,尽你所能留,住,住顾客，,留,留住顾客最,多,多的酒店获,胜,胜,Training,培训,Whenyou teach,youlearn,教学相长,WhoWhatWhen,对象,内容,时间,Who shouldbe trained?,哪些人应当,参,参加培训？,Whatdo they need toknow?,他们应当学,到,到什么？,Whenshould they betrained?,什么时候该,进,进行培训？,Keysto aSuccessfulTrainingSession,成功的培训,关,关键所在,Key One Be knowledgeable,要点一,知识渊博,Key Two Knowyouraudience,要点二,了解你的听,众,众,Key Three, Prepareexercisesin advance,要点三,提前准备练,习,习,Key Four Layout all neededtraining materials,要点四,列出培训当,中,中要用到的,所,所有材料,4 Step TrainingMethod,培训方法四,步,步骤,Explain,解释,2. Demonstrate,演示,3. Practice,练习,4. Feedback,反馈,Taking itBackto the Property,将下面的话,题,题带回酒店,讨,讨论,EffectiveCommunication Increases Sales(bodylanguage,tone, words),Fivethings every front desk agentshould know,Determining Guest Needs and Wants - Sell FeaturesandBenefits,OvercomingObjections & Closethe Sale,Create a GreatLasting Impression,Selling the value ofWyndham Rewards,UsingRateof the Day asa sellingtool,CapturingPhoneInquiriesandWalk- ins,Up -selling Techniques,ConvertingInternetReservations,Taking itBackto the Property,将下面的话,题,题带回酒店,讨,讨论,有效的交流,能,能够促进销,售,售（包括肢,体,体语言，语,音,音语调，言,语,语交流）,每一个前台,人,人员都应当,知,知道的五件,事,事,找出顾客的,需,需求和要求,向顾客推销,酒,酒店的特点,及,及顾客可以,获,获得的益处,克服阻力和,完,完成销售,给顾客留下,一,一个长久的,好,好印象,推销,Wyndham Rewards,的价值,利用当日价,格,格作为销售,工,工具,争取留住打,电,电话询问和,未,未经预定直,接,接来到酒店,的,的,临时顾客,9.,引导式销售,技,技巧,10.,培养顾客进,行,行网上预定,9,、静夜四无,邻,邻，荒居旧,业,业贫。1月-231月-23,Thursday,January 5,2023,10,、雨中黄叶,树,树，灯下白,头,头人。23:09:1123:09:1123:09,1/5/2023 11:09:11 PM,11,、以,我,我独,沈,沈久,，,，愧,君,君相,见,见频,。,。1月-2323:09:1123:09,Jan-2305-Jan-23,12,、故人,江,江海别,，,，几度,隔,隔山川,。,。23:09:1123:09:1123:09,Thursday,January5,2023,13,、乍见,翻,翻疑梦,，,，相悲,各,各问年,。,。1月-231月-2323:09:1123:09:11,January 5, 2023,14,、他乡生,白,白发，旧,国,国见青山,。,。05 一,月,月 202311:09:11,下,下午23:09:111月-23,15,、比不了得,就,就不比，得,不,不到的就不,要,要。一月 2311:09,下,下午1月-2323:09,January 5,2023,16,、行动出成,果,果，工作出,财,财富。2023/1/5 23:09:1123:09:11,05 January2023,17,、做,前,前，,能,能够,环,环视,四,四周,；,；做,时,时，,你,你只,能,能或,者,者最,好,好沿,着,着以,脚,脚为,起,起点,的,的射,线,线向,前,前。,。,。11:09:11,下,下,午,午11:09,下,下午23:09:111月-23,9,、,没,没,有,有,失,失,败,败,，,，,只,只,有,有,暂,暂,时,时,停,停,止,止,成,成,功,功,！,！,。,。1,月,月-231,月,月-23,Thursday,January5,2023,10,、很多,事,事情努,力,力了未,必,必有结,果,果，但,是,是不努,力,力却什,么,么改变,也,也没有,。,。23:09:1123:09:1123:09,1/5/202311:09:11PM,11,、成功就,是,是日复一,日,日那一点,点,点小小努,力,力的积累,。,。1月-2323:09:1123:09,Jan-2305-Jan-23,12,、,世,世,间,间,成,成,事,事,，,，,不,不,求,求,其,其,绝,绝,对,对,圆,圆,满,满,，,，,留,留,一,一,份,份,不,不,足,足,，,，,可,可,得,得,无,无,限,限,完,完,美,美,。,。,。,。23:09:1123:09:1123:09,Thursday,January5,2023,13,、不知香积,寺,寺，数里入,云,云峰。1月-231月-2323:09:1123:09:11,January 5,2023,14,、意志坚,强,强的人能,把,把世界放,在,在手中像,泥,泥块一样,任,任意揉捏,。,。05 一,月,月 202311:09:11,下,下午23:09:111月-23,15,、楚塞三湘,接,接，荆门九,派,派通。一月 2311:09,下,下午1月-2323:09,January 5,2023,16,、,少,少,年,年,十,十,五,五,二,二,十,十,时,时,，,，,步,步,行,行,夺,夺,得,得,胡,胡,马,马,骑,骑,。,。,。,。2023/1/523:09:1123:09:11,05January2023,17,、,空,空,山,山,新,新,雨,雨,后,后,，,，,天,天,气,气,晚,晚,来,来,秋,秋,。,。,。,。11:09:11,下,下,午,午11:09,下,下,午,午23:09:111,月,月-23,9,、杨,柳,柳散,和,和风,，,，青,山,山澹,吾,吾虑,。,。1月-231月-23,Thursday,January5,2023,10,、阅,读,读一,切,切好,书,书如,同,同和,过,过去,最,最杰,出,出的,人,人谈,话,话。23:09:1123:09:1123:09,1/5/202311:09:11PM,11,、越是没有,本,本领的就越,加,加自命不凡,。,。1月-2323:09:1123:09,Jan-2305-Jan-23,12,、越是无能,的,的人，越喜,欢,欢挑剔别人,的,的错儿。23:09:1123:09:1123:09,Thursday,January 5,2023,13,、知人,者,者智，,自,自知者,明,明。胜,人,人者有,力,力，自,胜,胜者强,。,。1月-231月-2323:09:1123:09:11,January 5, 2023,14,、意志,坚,坚强的,人,人能把,世,世界放,在,在手中,像,像泥块,一,一样任,意,意揉捏,。,。05,一,一月202311:09:11,下,下午23:09:111月-23,15,、最具,挑,挑战性,的,的挑战,莫,莫过于,提,提升自,我,我。一月2311:09,下,下午1月-2323:09,January 5, 2023,16,、业余生活,要,要有意义，,不,不要越轨。2023/1/5 23:09:1123:09:11,05 January2023,17,、一个人即,使,使已登上顶,峰,峰，也仍要,自,自强不息。11:09:11 下,午,午11:09,下,下午23:09:111月-23,MOMODA POWERPOINT,Lorem ipsum dolor sit amet, consectetur adipiscing elit. Fusce id urna blandit, eleifend nulla ac, fringilla purus. Nulla iaculis tempor felis ut cursus.,感谢您的下,载,载观看,专家告诉,