上海五星瑞吉红塔酒店培训教材—taormresa070 filing
上海五星瑞吉红塔酒店培训教材—TAO-OH-SM-RM-A004 Standard Letters
Total 58 minutes
解释如何准备和使用标准信函？
Ask trainees:提问：
What is standard letters?什么是标准信函？
All kind of standard letters will be written on the white board and showing to trainees.(White board 1)
Sheraton residence Long-Stay长住客
Press Releases出版商
Media / Press媒体广告
Suppliers供应商
Etc等
Review key points and Test.
回顾要点和测验
3 minutes
10 minutes
25 minutes
10 minutes
标准：(附后)
Resources：LCD / Standard Letters Example, Flipchart, Whiteboard.
培训器材：LCD /标准信函的样本，翻转展示板，白板
Method
培训方式
培训步骤
时间
Ice break
打破僵局
Introduction
介绍
Prepared on Flipchart
Standard of correspondence with clients and the general public is
Of quality and uniformity.
目的：课程结束后，每个学员将能够确保同客人和对外公共关系通信标准
的质量和一致性。
Standard：See attachment
上海五星瑞吉红塔酒店培训教材—taormresd130specialrequest
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVIT Y OUTLINE
培训活动纲要
Task: Special Requests & Trace Fun cti on
任务：特殊要求及跟踪服务
Code 序号：RM-RES-D130
Objectives : At the end of this sessi on reservati ons sales age nt will know how to han dle the special requests and trace fun cti on.
目的：在课程结束的时候预订部销售文员应懂得如何处理特殊要求
及跟踪
服务
Standard : All guest requests will be entered accurately at the time of the reservatio n to en sure a smooth com muni cati on to the
necessary departments. Reservations will follow up traces for
reservatio ns on the associated dates.
标准：在预定时客人的所有要求将被正确记录下来以确保相应的信息被传至所需的部门。
在以后相应的日期预定部将跟踪这些预定并实行。
Resources: Flip Chart, Han dout, Computer with Oprea termi nal
培训器材：白板，白板纸，培训资料，带Oprea终端的电脑。
上海五星瑞吉红塔酒店培训教材—TAO-OH-SM-MC-A101MCMonthlyPresentation
Standard标准：See Attached S&P.参见后附标准与程序。
Resources培训器材：Whiteboard & Mark Pen。
白板、马克笔。
Method
培训方式
Training Steps
培训步骤
时间
Lecture
a.Media Impression
b.Advertisement
c.Promotional Collateral & Distribution
d.Market and Media situation analysis
e.Publiห้องสมุดไป่ตู้ Relations activities
f.Customer feedback
讲座式
Group Discussion
小组讨论
The Monthly MarCom Presentation is to review the Public Relations & Advertising issues. It is the best chance to communicate with the hotel management and departments concerned.
公关部经理月度汇报展示会是回顾当月公关广
告事项的会议；同时也是公关部与饭店领导层
和部门经理沟通的最佳机会。
By presenting figures and data, the MarCom Manager will analyze the current market situation,
raise his concerns and listen to comments from other departments. This includes:
上海五星瑞吉红塔酒店培训教材—TAO-OH-SM-RM-A202BusinessTripStandard
SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Business Trip Standard任务：商务旅行标准Code 序号： OH-SM-RM-A202Objectives: At the end of this session, each trainee will be able to ensureMarket reach targets are achieved.目的: 课程结束后使每位学员能够确保在商务旅行中达到目标市场Standard: 1. Each sales trip has to be in accordance with the hotel Business Plan.标准: 每个商务旅行都必须遵照酒店工作计划2. The sales associate will make appointment with clients prior tobusiness trip.销售员工将在商务旅行前与客户约定见面时间。
3. Prepare sales kits and promotion flyer, etc.准备销售小册子和销售推广宣传单。
4. Book accommodation in Sheraton hotels or Starwood hotels ifpossible. Otherwise abide by hotels expense policy.尽可能预订仕达屋集团内喜来登酒店，否则遵照酒店出差费用的政策。
5. Follow daily sales calls standard during the business trip.商务旅行中每天的工作遵照每日销售拜访标准。
Resources: LCD / sales kits, promotion flyer, business trip expense form, sales call report培训器材: LCD / 销售小册子，推广宣传单，商务旅行费用申请表，销售报告。
超五星级酒店人力资源培训大全19
6.Questions提问：
a.How to assign a serial code to a film?
如何为胶卷底片分配一个号码？
b.What does the label number AE001 mean?
标签号AE001代表什么意思？
c.What resolution should a high quality image file be? And why?
找出照片拍摄的年月，例如1999年9月
b.Since it was used for brochure, it must be high quality photo and the code will be stored in SHOTS form.
既然是宣传册上的照片，就是高质量的相片
数据一定存在SHOTS表单里。
培训步骤
时间
Lecture
讲座式
Demonstration
演示
小组讨论
Group Discussion
Computer Demo
电脑展示
Demo by trainee
学员演示
1.Why do we need to have a photo library?
为什么我们需要有一个图片库？
a.For advertisement广告
b.For collateral production制作宣传品
c.For newsletter新闻信件
d.Upon corporate office request总部要求
2.A brief introduction of database
简要介绍数据库
上海五星瑞吉红塔酒店培训教材—TAO-OH-SM-MC-A201 Database Management
b.CALLS Sub-Form: This form is about detail contents of interactions between the contacts and hotel MC department.
f.CONTACT-BRIEF: This report contains the every means of communicating the contact person.
----------------------------------------------------------------
c.Trace Query: This query Байду номын сангаасs used to for future follow up.
d.CONTACTS-CHN query: This query is used to generate Contact Report in Word.
e.CONTACT-CHN table is used to generate letters in Word.
在此培训结束后，每一个学员都要学会使用ACCESS管理联系人数据库。
Standard标准：See Attached S&P.参见后附标准与程序。
Resources培训器材：Whiteboard, Mark Pen and Projector.
白板，马克笔、电脑和投影仪。
Method
培训方式
Training Steps
必须要填写的字段名为：
上海五星瑞吉红塔酒店培训教材—TAO-RM-RES-D030TakingReservation
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Taking Reservation / Same day Reservations
任务: 作预订/ 当天预订
Objectives：At the end of this session reservations sales agent will be knowing how to handle daily reservation in correct way.
目的: 在课程结束的时候预订部销售文员应懂得如何以正确的方式处理
每天的预订。
Standard ：All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities
will be answered knowledgeably and every assistance will be given to a
caller to meet their need.
标准: 以谦和，友好的态度接受所有预订，并准确无误地记录。
专业地回答客人提出的酒店及房间设施问题。
提供客人以帮助，满足客人需要。
Resources: Flip Chart, Handout, Computer with GEAC terminal
培训器材:白板，白板纸，培训资料，带GEAC终端的电脑。
上海五星瑞吉红塔酒店培训教材—TAO-OH-SM-RM-D103VIPHandling
SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店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-D103Objectives: 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 contactpoint 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 qualifiedVIP guest. VIP set up can be offered on VIP set up categories. Specialrequests will be approved by GM or Hotel Manager. Before the VIPguest arrival, the sales associate will brief every department, double checkwith Guest Service Manager. The sales associate will meet and greet the top level VIP guest with Director of Sales & Marketing or Excom member onarrival. 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。
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THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Filing
任务: 存档
Code序号: RM-RES-A070
Objectives：At the end of this session Reservations Sales associates should know how to take responsibility in making sure that all documents, reservation
material, correspondence and other papers are properly put away in
respective files daily.
目的: 在课程结束的时候，预订部销售文员应懂得每一天都有责任将当天所有预订部的各种文件资料归档。
Standard ：Reservation Sales Agents are responsible to ensure that all documents, reservation material, correspondence and other office papers are protected
and kept in good condition by putting them away in respective files or
filing systems at the end of their shift each day. All reservations material
including reservations forms and billing authorizations will be filed under
the reservation’s arrival date so they are easily accessible in the event of
any queries.dures
标准: 预订部销售文员责任在每天结束时将所有文件，预订资料，信件，传真等其他资料以规定方式存档。
所有预订材料包括
预订单及被授权的帐单将在预订抵达日被存
档，如有任何疑问可以顺利找到。
Resources: Flip Chart, Handout
培训器材:白板，白板纸，培训资料
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