著名国际五星级酒店培训教材大全(中英对照)

著名国际五星级酒店集团培训教材大全
目录
Task: Account Files 任务: 客户档案 (3)
Task: Account Management任务: 客户管理 (5)
Task 任务：Suppliers File 供应商档案 (7)
Task: Brand Identity任务：品牌一致 (10)
Task 任务：COMPETITORS SURVEY 竞争对手调查 (12)
Task 任务：Strategic Sales Plan 销售策略计划 (14)
Task: Standard Letters任务：标准信函 (16)
Task: Daily Sales Briefing任务：每日销售会议 (18)
Task 任务：Initial Sales Call 初次拜访 (20)
Task: Daily Sales Calls任务：每日销售拜访 (22)
Task: Joint Sales Call 任务：联合销售拜访 (24)
Task 任务：Communication 沟通与合作 (26)
Task 任务：FOLLOW UP ACTION 活动跟进 (28)
Task: Hotel Inspection 任务：店内参观 (30)
Task 任务： PRODUCT KNOWLEDGE 产品知识 (32)
Task 任务：SPP 仕达屋优先计划者计划 (34)
Task: Leads Management任务: 信息资源管理 (36)
Task 任务：Corporate Design Guideline 集团设计标准 (38)
Task 任务：Marketing Communications Monthly Presentation 公关部月度汇报展示 (40)
Task 任务：Database Management 数据库管理 (42)
Task 任务：Photo Library 图片库 (45)
Task 任务：Collateral library 宣传资料库 (48)
Task 任务：Inventory Check 库存检查 (50)
Task 任务： Office Equipment 公关部设备管理 (52)
Task 任务：Media Interview 会见媒体 (55)
Task 任务：Media Call 拜访媒体人士 (57)
Task 任务：Site inspection 参观饭店 (59)
Task 任务： Monthly Press Luncheon 月度媒体人员午餐会 (61)
Task 任务：Press Conference 新闻发布会 (64)
Task 任务：Press Release 发布酒店新闻 (67)
Task 任务：Public inquiry 回复咨询 (69)
Task 任务：Press Clipping 剪报 (71)
Task 任务：Collateral Production 制作宣传品 (73)
Task： VIP Guest Handling任务: 贵宾接待 (75)
Task: Standard Forms任务: 标准表格 (77)
Task : Sales Administration任务: 办公室行政管理 (79)
Task: Office Review任务: 办公室核查 (81)
Task: Action Plan任务：活动计划 (83)
Task: Business Trip Standard任务：商务旅行标准 (85)
Task: Sales & Marketing Meeting任务: 市场销售会议 (87)
Task ： Group Handling题目：团队接待 (89)
Task: Government Guest Handling 任务: 政府客人接待 (91)
Task: Group Reservation任务:团队预订 (93)
Task:End of Shift Procedures / Morning Shift Procedure 任务:下班程序 / 早班程序 (95)
Task: Working Area Maintaining任务:工作区域维护 (97)
Task:Booking Confirmation任务:确认信 (98)
Task:Reporting任务:打印报告 (100)
Task:Filing 任务:存档 (102)
Task:Processing Busy Line 任务:电话占线的处理程序 (104)
Task:Taking Message任务:电话留言 (106)
Task:Guest Name任务:客人名字 (108)
Task:Guest History Profiles任务:客人档案管理 (110)
Task:Answering the telephone-guest greetings/ SPG recognition任务:接听电话/仕达屋优先顾客计划会员识别标准 (112)
Task:Checking Availability 任务:查看可卖房 (114)
Task:Taking Reservation / Same day Reservations任务:作预订/ 当天预订 (116)
Task:Guaranteed Arrival 任务:担保预定 (118)
Task:No Show任务:预订未到 (120)
Task:Amendments and Cancellations任务:更改和取消预订 (122)
Task:VIP Booking 任务:贵宾预订 (124)
Task:Airport Transfer & Limousine Booking任务:接送机和租用车服务 (126)
Task:Special Requests & Trace Function任务:特殊要求及跟踪服务 (128)
Task:Next Arrival Report Checking任务:检查第二天预抵客人报表 (130)
Task:Choice Program任务:选择计划 (132)
Task:Room Blocking任务:锁房 (134)
Task:Overbooking任务:超额预订 (136)
Task:Waiting List & Recommend other hotel任务:等候名单和推荐其他酒店 (138)
Task:CI & M Inquiry任务:会议及宴会预订需要 (140)
Task:Restaurant Booking任务:餐厅预订 (142)
Task:Handling Complaints 任务:处理客人投诉 (144)
Task:Build Rapport with key booker任务:与订房人建立良好关系 (146)
Task:Check-In / Check – Out Times, Early Arrival and Late Departure.任务:登记和结帐时间, 提前抵店和推迟离开。

(147)
Task:Extra Persons任务:超额人员 (149)
Task:Closed out periods任务:预订截止日期 (151)
Task:Blacklist任务:黑名单 (153)
Task:Credit Procedures 任务:信用要求 (155)
Task:Product Knowledge任务:酒店设施 (157)
Task:Physically Challenged Facilities任务:残疾人设施 (159)
Task:Rate Structure 任务:价格构成 (160)
Task:Upselling任务:促销 (162)
Task:Oprea Knowledge任务:电脑知识 (164)
Task:Knowledge of Telephone Contact Number / Local Information任务:电话交流知识 / 当地旅游信息 (166)
Task:Toll Free Number & International equerries 任务:免费电话和国际长途电话 (168)
Task:SPG Program 任务:仕达屋优先顾客计划会员 (170)
Task: Account Files 任务: 客户档案
Code 序号: OH-SM-CS-A001
Objectives: At the end of this session, each trainee will be able to working data and Plans
exist for all key accounts and key prospects.
目的: 课程结束后每一个学员能够独立完成所有客户档案。

Standard: A separate file will be maintained for each key account and key prospect.
标准：每个重要客户和有潜在生意的客户将建立不同的客户档案。

Resources: LCD / Account file forms from Delphi.
培训器材： LCD / Delphi 系统中的客户档案表格
Task: Account Management任务: 客户管理Code序号: OH-SM-CS-A002
Objectives：At the end of this session, each trainee will be qualify his / her accounts
In terms of account base.
目的: 课程结束后每个学员都将能够独立管理自己的客户。

Standard: Ensure the most account and their importance to the overall profit objectives
is identified.
标准: 确保明确了解更多数客户及其价值目的。

Resources: LCD / Account file forms from Delphi White board, Marker.
培训器材: LCD / 客户档案表格，白板，白板笔。

Task 任务：Suppliers File 供应商档案
Code 序号： OH-SM-CS-A003
Objectives目的：At the end of this session, each trainee will be able to know how to set
suppliers file and arrange it.
在培训结束之后，每位受训者都应能够建立并管理供应商档案。

Standard标准 : Refer to S&P standard
Resources培训器材: Clip Chart, Overhead Projector, Hand Out.
Task: Brand Identity任务：品牌一致
Code序号: OH-SM-CS-S003
Objectives：At the end of this session, each trainee will be able to ensure the protection
and correct use of brand identity by sales associates.
目的：课程结束后，每一个学员将能够确保保护和正确使用品牌。

Standard：This policy will maintain the consistency and clarify of the St.Regis brand.
It is the responsibility of the Director of Sales & Marketing to guard the correct use of brand
identity that is a key component to the continued momentum of the brand’s success.
The brand identity graphics standard is to be applied and used to ensure consistent application
without compromise.
标准：这个政策将保持持续及使瑞吉品牌更清楚。

正确使用品牌是确保品牌成功的重要元素之一。

品牌鉴别标准是要保持品牌使用要前后一致。

Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG, SPP or Star Choice
Form
Task 任务：COMPETITORS SURVEY 竞争对手调查
Code 序号： OH-SM-CS-A004
Objectives目的：At the end of this session, each trainee will be able to:培训结束后，每位受训者应能做到：
Know the main part of competitors survey.
了解竞争对手调查的主要内容。

Record the competitors information.
记录竞争对手调查信息。

Standard标准：Refer to S&P
Resources培训器材：Handout培训资料, Flipchart白板, Example Form例表.
Task 任务：Strategic Sales Plan 销售策略计划
Code 序号： OH-SM-CS-A005
Objectives目的：At the end of this session, each trainee will be able to
make strategic
sales plan, and act it reality.
培训结束后，每位受训者应了解如何作销售策略计划，并实施。

Standard标准: Refer to S&P
参照标准与程序
Resources培训器材：Clip Chart, Hotel Brochure, Overhead Projector, Computer, Hand Out.
白板/ 酒店宣传品/ 投影仪/ 电脑/ 培训资料
Task: Standard Letters任务：标准信函Code序号： OH-SM-CS-A006
Objectives： At the end of this session, each trainee will be able to ensure the
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
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
Task: Daily Sales Briefing任务：每日销售会议
Code 序号： OH-SM-CS-A007
Objectives:At the end of this session, each trainee will be able to provide a highly
Focused approach to the day to day selling and sales planning for each
Individual sales associate.
目标：课程结束后，每一个学员将能够集中精力做每日的销售工作和制订
销售计划。

Standard： The DOSM or deputy will conduct daily sales briefing every working day.
The daily sales briefing will last no more than half an hour.
All sales associates will attend the briefing and a representative from
Rooms Division and Food & Beverage Department will be invited to
participate.
标准：市场销售总监或其代理将主持每日销售会议，会议将不会超过半小时
所有的销售部员工必须参加此会议，房务部及餐饮部将派代参加。

Resources： Whiteboard, Flip Chart, Sales call reports form, competitor information
form & inquiry
培训器材：白板，翻转展示板，销售报告表格, 竞争对手信息表，预定信息
Task 任务：Initial Sales Call 初次拜访
Code 序号： OH-SM-CS-D001
Objectives目的：At the end of this session, each trainee will be able to How to make initial sales call.
如何作初次拜访。

How to select the information for the initial sales call.
如何为初次拜访选择信息。

Standard标准：Refer to S&P
参照标准与程序
Resources培训器材： Handout培训资料, Flipchart白板,
Task: Daily Sales Calls任务：每日销售拜访Code序号: OH-SM-CS-D002
Objectives：At the end of this session, each trainee will be able to ensure market
reach target are achieved.
目的：课程结束后，每一个学员将能够确保到达每个目标市场。

Standard： All sales associates will conduct planned sales calls daily covering key
accounts, key prospects, other active accounts and new prospects.
标准：每个销售员工在制订销售计时必须包括重要客户，有潜在生意的
客户，其他行为的客户和新的客户。

Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG, SPP or Star Choice
Form
Task: Joint Sales Call 任务：联合销售拜访Code序号: OH-SM-CS-D003
Objectives: At the end of this session, sales associates will approval direct selling skill.
目的：课程结束后，每个学员将能够在销售拜访技巧上有所提高。

Standard: Each sales associate will make joint sales calls on their key accounts/
Prospects with their direct superior and with the Director of Sales &
Marketing.
标准：每个销售部员工将与直接的主管和市场总监一起对重要客户及有潜力的
客户进行联合销售拜访。

Resources: OHP, White Board, and Flip Chart
培训器材：幻灯机，白板，翻转展示板
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培训资料.
Task 任务：FOLLOW UP ACTION 活动跟进
Code 序号： OH-SM-CS-D005
Objectives目的：At the end of this session, each trainee will be able to 在培训结束后，每位受训者应能：
Familiar with the follow up steps.
清楚了解活动跟进的每一个步骤。

Effectively solve any problems.
有效解决活动过程中所发生的问题。

Standard标准： Refer to S&P
参照标准与程序
Resources培训器材：Flip Chart 白板, Hand Out 培训资料.
Task: Hotel Inspection 任务：店内参观Code序号： OH-SM-CS-D006
Objectives：At the end of this session, each trainee will be able to provide sales
Associates with guide line in conducting inspection of hotel.
目的：课程结束后，将为每个学员提供酒店内参观的指导方针。

Standard： Sales associates will conduct inspection of hotel facilities to in-house
guests, prospective clients and other individuals with a pre-determined
objective.
标准：销售部员工将向客人展示酒店的服务设施，对有潜在生意的客户要根据
其具体要求参观。

Resources： LCD, Whiteboard，flipchart
S
Task 任务： PRODUCT KNOWLEDGE 产品知识
Code 序号： OH-SM-CS-C01
Objectives目的：At the end of this session, each trainee will be able to:培训结束后，每位受训者应能做到：
Familiar with the hotel product knowledge.
掌握饭店产品知识。

Know how to update the product information.
了解如何补充自己的产品知识。

Aware the profession knowledge of catering.
清楚宴会销售专业知识。

Standard标准：Refer to S&P
参照标准与程序
Resources培训器材：Handout培训资料, Flipchart白板
Task 任务：SPP 仕达屋优先计划者计划
Code 序号： OH-SM-CS-S001
Objectives目的：At the end of this session, each trainee will be able to Aware of the SPP knowledge.
掌握关于“仕达屋优先计划者计划”的知识。

Flexible use SPP to enroll.
灵活运用“仕达屋优先计划者计划”来发展客户成为会员。

Can answer client question about the SPP.
能够回答出客人提出的关于“仕达屋优无计划者计划”的问题
Standard标准：Refer to S&P
参照标准与程序
Resources培训器材：Flip Chart 白板, Handout 培训资料.
Task: Leads Management任务: 信息资源管
理
Code序号: OH-SM-CS-S002
Objectives: At the end of this session, each trainee will be able to ensure that
information from team hot could result in additional revenues for sister
properties is made available.
目的：课程结束后，每个学员将能够尽可能的信息资源为其他集团酒店
增加收入。

Standard: See attachment
标准: 附标准和程序
Resources: Whiteboard / TEAMHOT Form, LCD, Flipchart
培训器材: 白板，集团联合销售线索表格, LCD，翻转展示板
Task 任务：Corporate Design Guideline 集团设计标准Code 序号： OH-SM-MC-S002
Objectives目的：At the end of this session, each trainee will be able to fully understand Starwood and St. Regis corporate guideline.
在此培训结束后，每一个学员都要掌握喜达屋和瑞吉设计标准。

Standard标准：See Attached 参见附件
Resources培训器材： Whiteboard, Mark Pen.
白板、马克笔。

Task 任务：Marketing Communications Monthly Presentation 公关部
月度汇报展示
Code 序号： OH-SM-MC-A101
Objectives目的：At the end of this session, each trainee will be able to fully understand how to conduct Marketing Communications Monthly Presentation.
在此培训结束后，每一个学员都要了解公关部经理月度汇报展示的内容和程序。

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。

Task 任务：Database Management 数据库管理Code 序号： OH-SM-MC-A201
Objectives目的：At the end of this session, each trainee will be able to fully understand contact management by using ACCESSS.
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。