Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: Starwood Preferred Guest program is a loyalty program for the guest, it is the most power program in Starwood, to be a staff of Sheraton familiar with this program is our responsibility and also can benefit ourselves.

开场白： 仕 达 屋 优 先 客 人 计 划是仕 达 屋 集团忠诚客人的一个计划，这是我们集团最有力的一个计划，作为沈阳丽都喜来登饭店的一名员工熟悉它是我们的责任并且同时可以使我们自己受益。

So the objectives of this session is: …(Refer to Objectives of this TAO)

今天这堂课的目的是：（参考标准与程序）

The course should be divided into two parts:

这节课会分为俩个部分来讲解：

1. Enrollment Procedure and Starwood Preferred Guest Enrollment Oprea Handling Procedure: (For Reservation Sales Agent)

帮助客人加入计划程序电脑中的处理程序

2. Recognizing Existing SPG Members Procedure and Oprea Handling Procedure(For Reservation Sales Agent)

确认客人是否是仕 达 屋 优 先 客 人 计 划会员及电脑中的处理程序

Do other hotel have this kind of similar plan?

有谁知道其他酒店有无类似计划？

Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question 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问。

1. Demonstrate in Oprea how to handle it in the computer

在电脑中展示处理程序

2. Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.

请参与者为客人，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。

1. Every trainee practice in the computer

每个学员在电脑中练习

2. Each trainee practices first as guest, then as Reservation Sales Agent.

每一个学员先作客人，后作预订部销售文员.

Case Example 案例：

SPG Guest calls in want to make a reservation

 仕达屋优先顾客计划会员打进电话作预订

According the procedure.

按照程序。

Review Key Points:

回顾要点：

1. Ask questions and have participant explain the standard and its importance.

       提问并请参与者解释标准及其重要性

2. Summarize critique points applicable to entire group

       总结评估过程中对整组有用的要点

3. Reinforce and discuss the point:

       加强并讨论以下要点：

• Enrollment Procedure and Starwood Preferred Guest Enrollment Oprea Handling Procedure: (For Reservation Sales Agent)

帮助客人加入计划程序电脑中的处理程序

• Recognizing Existing SPG Members Procedure and Oprea Handling Procedure(For Reservation Sales Agent)

确认客人是否是仕 达 屋 优 先 客 人 计 划会员及电脑中的处理程序